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Project Customer Service

Glenwood Springs, CO
January 15, 2020

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William Ford

**** ***** **., ******** *******, CO, 81601 720-***-****

Technical Support Expert ~ IT Project Leadership ~ Implementation Specialist

Highly-motivated IT Director with 7+ years of increasing responsibility who excels in client-centric digital solutions sector. Analytical System Administrator with the ability to quickly provide strategic recommendations to exceed program requirements. Excellent knowledge in all phases of UCaaS infrastructure, development, technical process improvement, and system integration. Superb leader who demonstrates expertise of executive-level managerial tasks by leading a Ecommerce project linking inventory in ERP system to the front-end aspect but can also contribute as a resourceful team member. Industry Expert who is able to increase revenue by utilizing IT skills learned through multiple years of proven experience to identify opportunities, overcome issues, build relationships with clients, and turn concepts into practical, sustainable solutions. Highly successful in seizing effective control of critical problem areas by communicating directly with technical staff. Adept at training, motivating, and evaluating IT project teams to develop leaders and achieve industry best practices in the most efficient and cost-effective ways. Demonstrates unmatched strengths in developmental management, customer experience optimization, on-site technical troubleshooting, end-to-end delivery, workflow improvement, SQL methodologies, and follow-through on critical company projects and goals.


Risk Assessment & Tracking Technical Planning Experience On-Site Support and Reporting Proactive Communication Strategy

User Insight Awareness Network Security Knowledge Team Coaching and Mentoring Extensive Technical Writing Skills

Fast-Paced Server Troubleshooting Program Delivery Administration Web Development Vendor & Client Relationship Management Digital Procedure Implementation Multiple Framework Development Software Life Cycle Management Solution Consultation & Architecture Asset Management Skills P&L/Budget Management Project Management Expertise Telecommunications Sector Cloud Migration UCaaS Architecture and Implementation


The Gallegos Corporation, Wolcott, CO

Director of Information Technology • November 2017-Present

Utilize IT industry knowledge and systems expertise to contribute invaluable input in critical company decisions, goals, and processes.

Demonstrate analytical skills by developing strategies on the overall direction and strategy of the business.

Consistently execute, assess, and analyze research data to establish best practices for optimum company growth.

Oversee all technology operations and evaluate them according to established goals.

Copartner with department heads to make sure that IT needs are met while adhering to budget expectations.

Proactively act as a product owner for initiated implementation of several critical system improvement processes and workflows, resulting in streamlined collaboration between different cross-functional departments.


Led operations for 5+ sites, 100+ phones, and 6+ call groups; Installed 6+ new switches, implemented VLAN, QOS on WAN/LAN, setup up SDWAN rules. I completed all the designs, architecture, and implementation.

Katzke Paper Company, Denver, CO

IT Manager • February 2015-November 2017

Oversaw the simultaneous management of multiple technical project portfolios while also maintaining general quality assurance, optimum customer satisfaction, and maximum software performance, improving overall brand impression.

Maintained expenses below budget through accurate planning, purchasing, and cost-effective procedures.

Forecasted goals and objectives for the company and strived to exceed them; Trained, mentored, and monitored the performance of all workforce members while maintaining the execution of legally adherent procedures.

Trained our field technicians on how to manage inventory and audit customers.

Consistently updated and backed-up multiple servers operating in both physical and virtual environments.

Consistently execute, assess, and analyze market research data to establish best practices for optimum company growth.

Led the End-to-End delivery of the workstream (staffing, design, development, deployment, etc.)


Designed and implemented networks, VPNs, PBX, Windows and Linux servers.

Demonstrated cross-functionality by creating new reports from SQL data generated by our ERP software.

Took over managing our location information for 500+ packaging machines across 30+ States.

Implemented an asset tracking SOP and tagging system, tracking down all the locations of machines.

Launched an e-Commerce website for the company, implementing an ITIL service desk to track issues throughout departments; Finished the project that they had been working on for 6+ years in only 6+ months.

Was trusted with the responsibility of managing our sister companies’ IT department and infrastructure.

Lewan Technology, Denver, CO

Systems Administrator • June 2014-February 2015

Executed development and implementation of optimum efficiency and quality in multiple on-site operations while maintaining mutually beneficial long-term professional relationships with internal & external stakeholders.

Contributed to the team as a 2nd level escalation administrator in NOC environment.

Demonstrated ability to create project plans, track issues, and fulfill project requirements to ensure efficiency.

Participated in troubleshooting sessions with personnel while complying with standard policies and procedures.

Leveraged expertise for the repair and troubleshooting of multitude of applications, software and infrastructure.

Collaborated with Field Engineering as backup engineer, working directly with customers on-site or within our data center.


Provided a solution for an emergency with a customer whose unlabeled circuit was pulled by a telco having them lose all internet connections for an Event Planning and Travel Agency by moving all systems to our private cloud datacenter over the weekend and had them up and operational by Monday morning; 8TB of data with six virtual machines.

Cbeyond, Englewood, CO

Tier Two Technician • July 2012-June 2014

Devised and established IT policies and systems to support the implementation of strategies set by upper management.

Provided comprehensive IT support troubleshooting for Cisco IAD network and telephony issues with a diverse clientele.

Performed duties in the bash command line environment to status BGP and static routes.

Consistently monitored project timelines and accurately flagged potential issues to be addressed.

Provided regular feedback on operational concerns and project issues to key stakeholders and senior managers.

Oversaw troubleshooting support for PRI/CAS/Analog/SIP/Cloud PBX phone systems.

Maintained long-term, mutually beneficial professional relationships with key stakeholders and shareholders.

Troubleshot data, VPN, Microsoft exchange, web hosting, as well as other hosted solutions.


Bachelor of Science Major in Mechanical Engineering

Northern Arizona University – Flagstaff, Arizona, 2008-2011


Microsoft Office (Word, Excel, PowerPoint, Outlook) Cisco Technologies PHP Microsoft SQL Server Enterprise Software IT Budgeting Firewalls Vendor Management API ITIL Disaster Recovery Web Development

Project Management LAN WAN Python EMR

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