Christopher C. Cotharn **** S. Vincennes Chicago Il, 60653

BS MBA A+ Net+ CCNA adjnsr@r.postjobfree.com 312-***-****

Information Technology Executive

Solutions-oriented and highly analytical candidate possessing 5 years of executive level IT management experience and over 21 years of experience in the information technology industry. Senior level experience with managing IT teams and network infrastructures on a small and global scale; possess broad base of knowledge in a variety of operating systems, software, network protocols, contingency planning and cost recovery. Well versed in the development of ongoing training programs and system-wide documentation, designed to increase efficiency and reduce downtime. Expert in managing relationships with internal and external stakeholders, vendors and resources.

Key Strengths

Project Management

Best Practice Methodologies

Systems Development Life Cycle

Capacity Planning & Cost Control

ISP implementation & Management

VOIP implementation & management

Policies and Procedure Development

Systems Integration & Deployment

Backup and Business Continuity

Test Case Planning & Execution

New Site opening/installation

ERP implementation & management

ITIL 4 Certification

Technical Documentation

Vendor Management

User Training

Relationship management

Help desk management

POS implementation & management

Career Highlights

Successfully led a $2.4 million POS implementation project, from concept to complete implementation to 130 sites

Led initiative to open 1000 Walgreens stores from 1998 through 2001 (Installing POS, WiFi and Network/ISP)

Implemented infrastructure with helpdesk and solution process to resolve user issues and reduce ISP outages at the store level

Reduced POTS line yearly cost by $1.3 million by implementing VOIP at the store and corporate levels

Restructured ISP’s to reduce monthly internet cost by $188k

Introduced layered coverage for on-call resources and implemented VPN access for IT and remote users

Improved employee morale and turnaround times for issue resolution while reducing labor costs.

Developed 4-day work week for IT staff that provided comparable levels of coverage while reducing attrition, absenteeism and cost due to overtime expenditures

Led AOS (Assumption of Service) to transition IT support for 19 AMITA hospitals throughout Chicago from Asension Health Internal over to NTT Data

Professional Experience

NTT DATA INC.

Senior Manager of Field Services (AMITA Hospitals)

Provide Pre-Sales Support to new business opportunities by developing PFS Story, conduct internal training to potential managers, technicians, helpdesk agents and perform actual presentations

Schedule and conduct a training workshop that could be held for hospital employees that will be hosted by NTT Data.

Understand the breakout of revenue generating resources vs. investments vs. bench.

Execute expense reduction plans as defined in AOP on base/existing costs, when eliminating ramp up/ramp-down,

Tie total cost to revenue increases and decreases. Monitor delivery cost against what was solutioned in the SLA

Execute expense reduction plans eliminating ramp-up/ramp-down, through the execution of productivity actions, including OE Actions, shift-left, shoring, tool/automation/process implementations, optimizing chargeability, etc.

Improvement in NPS core by percent number as per signed off plan for individual tower (only applies if PFS services can be segregated)

Execute cost optimization with no increase of client issues

Ensure transition and steady-state resources are staffed on time and within budget to ensure revenue attainment.

Ensure transitions completed on time and within budget to allow revenue to be recognized as expected on New Logos and growth on existing accounts

Ensure proper retention plans, succession plans and development plans are in place and executed.

Retain 85% of 4 and 5 rated team members across organization. Prepare “ready now” backfill identified for all key direct report positions.

Creation of Career Path Models for respective towers

Papersource June 2016 – May 2019

IT Helpdesk Director

Managed new store implementation, ISP planning, network design

Worked with Accounting to Implement Merchant and Terminal ID’s for credit card terminals

Managed team of Helpdesk technicians and over 200 Nationwide field technicians to meet SLA requirements and resolve corporate IT issues

Help design and Implement Network Strategies and Security patches

Configure and manage Stores network including PCI compliance

Ensure all employees understand career growth and available training.

Actively participate in all Strategic leadership development activities

Responsible for the management, strategy and execution of IT infrastructure for an organization.

Overseeing technical projects in alignment with organizational goals.

Directed the effective delivery of networks, development, and disaster recovery systems and processes.

Managed 2 software developers and their relationship with the Strategic planning manager

Worked with Marketing and Data analytics team to implement analytics tools into the store based off of performance measurements.

Approve IT spending, negotiated IT related contracts with Vendors, ISP’s and suppliers.

Continuously research new and improved efficiencies and processes to be considered for implementation

TouchTunes Music Corporation May 2016 - June 2016

Associate IT Director

Managed teams that handled requests via email, phone, or in person from users experiencing technical issues with Software and IT systems

Followed up with users to ensure problems were resolved and verified the quality of work meets standards

Provided 3rd level of support for escalated issues.

Contacted software and hardware vendors to request service regarding defective products, to get software patches, or resolve user issues

Managed and planned IT fiscal budget

Implemented network upgrades to satisfy PCI compliance

Evaluated new technologies to improve TouchTunes user efficiency

Created and maintained images of current devices

Created and supervised maintenance of the VMware servers, Shoretel VOIP, and Apple, Windows Workstation and Server environment

Responsible for organizing and maintaining Active Directory, DNS, and DHCP

Mother McCauley High School and PCS International March 2015 - April 2016

Director of Computer services

Responsible for day to day network administration, maintenance, and third level desktop escalation issues

Managed two desktop support technicians and three call center technicians

Designed and setup/maintained wireless network including all Access points, LAN controllers (AeroHive Wi-Fi environment)

Designed/setup VLAN for vendor hardware/software projects (security surveillance system, Cafeteria POS system and the Auditorium Multimedia center)

Managed all day to day domain adds, changes and active directory issues

Setup and configure Cisco Routers and switches (complete Rack responsibility)

Daily maintenance of domain server, file and print servers (2 physical servers contained multiple VMware managed virtual servers)

Sonic firewall, Symantec anti-virus maintenance trouble shooting

Set up network tunneling for off- site campuses to establish network functionality and domain access

Implemented Air-watch to manage and secure student Wi-Fi network

Monitored student daily internet activity, intrusion list management for blacklisted apps (snap-chat, Facebook)

Worked with finance to establish yearly monthly budgets for new IT staff

Managed all projects and IT budgeting.

Worked with other business departments to ensure their daily process systems were in place and operational (accounting, registrar and facilities management)

All IT, Networking and telecom activity went through my office

Managed group policies, DNS, DHCP and Active Directory servers

Built and managed Hyper-V 1 and 2 servers

Managed Office 365 accounts and configurations to servers

Worked with data centers, clients, development teams and multiple vendors

Sleepy's Mattress Stores May 2014 - February 2015

Network Technician

Contracted to open 100 New Sleepy’s Showrooms in the Chicago-land area between May of 2014 and February 2015

Responsibilities included pre staging and programming of all equipment needed for new stores: Cisco router, Wyse terminals (POS) build domain server for each store and setup new email accounts for new employees

Analyzed and documented all issues associated with sales and general day to day showroom activities

Coordinated vendor meets with various ISP's (internet service provider) across the nation depending on the service area

Cross connect outside pots lines into the suite of each showroom as well as Internet service

Built a knowledge base of all current and past issues for future calls coming into the Sleepy's Help-desk

Monitored network for Voice and IP infrastructure (Cisco IPT)

Provided remote support for troubleshooting with Mattress professionals to resolve issues, Collect and log information

Provided Cell/remote/pc Support 24/7 for Cisco networking equipment and network printers, T1 termination and troubleshooting, DSL circuit troubleshooting and installation, release testing/Q&A

Integrys Energy (Peoples Gas) May 2011 - December 2013

Application Analyst/Technical Project Lead

Analyzed and modified the application systems including coding, testing, debugging and documentation as needed

Supported troubleshooting and software/hardware issues for business unit

Served as a liaison between business and IT for support troubleshooting and implementation of all technical mobile hardware and software

Addressed application issues for high level executives, stake holders, and company partners

Resolved problems associated with application systems and reporting troubleshooting and creation of process for project rollouts

Detected, diagnosed and documented related technical issues and all issues associated with the Net Mobility initiative

Created troubleshooting documentation for helpdesk reference for all new applications and hardware

Responsible for software packaging (SCCM and USMC) for updates and scripting (WinBatch) as well as all hardware and software deployments

Northwestern University August 2009 - May 2012

System Analyst/Network Admin

Responsible for IT support for the Deans administration within the Feinberg School of Medicine

Support and maintain storage server and emailed for the medical students and staff

Provided desktop support (Windows 7/Vista) for over 400 users including iPhone and Blackberry setup and support

Exchange/Windows server (03, 08) support, MS Access Database support setup configuration

Liaison within the department for application development and System administrators

Plan and execute new hardware and software rollouts and upgrades

Provide general Windows 7/Vista and Mac support and network support including cabling maintenance and troubleshooting

Bank of America February 2009 - August 2009

Network Technician

Monitored network for Voice and IP infrastructure (Cisco IPT)

Provided remote support for troubleshooting with customers to resolve issues Collect and log information

Resolved trouble tickets requirements: perform T1 trouble isolation

Working knowledge of voice communications including local and long distance traffic flows for both switched and dedicated access working as well as onsite installation and maintenance of Cisco IPT phone systems

Cable verification, pri/circuit extension, t1 termination, patch panel installation/setup

Completed maintenance, installation and support of the Cisco IPT VOIP system

Responsible for teller workstation deployment and imaging, 400 plus terminals wiped and loaded with the new BOA Windows Vista based image

Provided Pager/Cell/remote PC Support 24/7

CrossCom National March 2007 – April 2009

Level III Technician

Provided level three technical support and training for field technicians servicing POTS and pbx systems as well as POS systems like Nortel, Comdial, Panasonic, Toshiba, Intertel, NCR, IBM, NEWPoS and many more, t1 termination and troubleshooting

DSL circuit troubleshooting and installation, systems in various retail sites including, Walmart, Kmart, Ann Taylor, BBB, Borders, Bally’s Liz Claiborne

POS support for Ann Taylor, Zales, Sonoco and network support for T.J. Maxx/Marshalls (cisco Networks and access points)

Completed support of installation & de-installation of technical in retail and restaurant environments for a very high paced environment

Involved in the complete store rollout of new Windows Vista/7 migration for 936 Ann Taylor sites

Generated reports and improved efficiency of service operations

Liaison between customers, call processes and upper management, to assist in the development and maintenance of new and existing technologies

Provided Pager/Cell/remote pc Support 24/7

Sidley Austin August 2003 – March 2007

Desktop Support

Provided desktop and software support for 150 users at a very fast paced downtown Chicago Law firm

Responsible for Windows XP o/s upgrades and patches, network setup/maintenance, Dell PC and laptop repair as well as processed and performed warranty work for Dell as well as HP printers (4300 series)

Tracked trouble tickets thru Remedy and Track-it.

Installed, setup and performed maintenance on Blackberry/PDA

Worked with infrastructure to optimize overall IT performance, worked with Dell, T-Mobile, HP and more to maximize user needs for new hardware and software implementations

Liaison between IS team and firm Partners to ensure less down time

Asset tag and inventory maintenance, for over 3000 pieces of equipment

In charge of new user accounts, Lotus notes, Lexes/Nexus, PDA sync software support

Worked with the developers to provide feedback for new software releases, oversaw implementation of all new technology, in charge of employee hardware support, time clock, and scheduling

Affiliated Software, Chicago land area (CEO, now called Savvy Tech Service) 2003-current

Desktop and Helpdesk Support

Affiliated's point of sale software at 27 different retail liquor stores. Responsible for complete system implementation, from the actual sale to new store staging, network setup and maintenance as well equipment repair/processing/inventory. Lead Sales executive responsible for bringing in new clients and providing solutions and managed services based off of their specific needs

Telecom, patch panel setup, VOIP, SLA management everything technical.

Ownership of call center setup/hand off and manager and employee training.

t1 termination and troubleshooting, DSL circuit troubleshooting and installation, Customer accounts (new and existing) management, release

testing/Q&A, VENDOR/CLIENT RELATIONS TEAM ORIENTED. Provided Pager/Cell/remote pc Support 24/7.

Federated Department Stores August 2004 and 2005

SR Field Tech

Responsible for maintenance, upgrades and installation of all store cash registers, kiosk, networks and back office servers.

Responsible for national conversion of Marshal Fields stores to Macys project (over 300 locations converted) Technical support in the central region, Bloomingdale’s and Macys’ stores.

Worked with vendors like Diebold and Teller Sys On maintenance of in store ATM and parking kiosk. Trouble shoot equipment and dispatch it to correct vendor on to full recovery. Directly involved with all software imaging, deployment and troubleshooting. Responsible for 19 sites over 500 users and 2000 machines and peripherals.

Budget management and project rollouts. Monthly travel to 4 sites in Minnesota. Voice over IP and pbx telecom system maintenance and repair. Rf (Radio Frequency) system maintenance.

Network management for credit sales and bank transfers. Laptops, pc’s and pda repair and

maintenance, t1 termination and troubleshooting, DSL circuit troubleshooting and installation.

McDonalds Corporation: Oakbrook, IL Aug 2002 - Aug 2003

POS Technical Analyst/Deployment

In charge of project scope, time estimation, implementation, task planning, and daily administration for the kiosk/store of the future initiative.

Involved with research and development for a POS kiosk project for 25 locations rollout.

Worked with an outside vendor (Info America & KIS) on kiosk dialog and software changes and enhancements.

Acted as a liaison between developers and I/A developers and Q &A teams. Provided all software changes and hardware changes over to Q&A for regression testing. Reported new bugs in the dialog to the developers.

Solely responsible for complete POS system setup, software and hardware Q&A, installation and configuration including hubs, switches, routers for test labs and as well as pilot installations. Provided 3rd level support for 100 users on the kiosk system.

Developed a process of deployment into the simplest possible process to prepare for rollout and new store staging and installations.

Supported 50 POS terminals. (IBM, Panasonic, NCR, Javelin, PAR). Created support and installation documentation for field techs and help desk personal. Provided Pager/Cell/remote pc Support 24/7.

NCR May 2001 - April 2002

Lead Field Service Technician

Worked with retail and restaurant giants like Walmart/Sams, Jewel/Albertsons, Menards, Gateway KFC, Olive Garden, Burger king, Pizza Hut, Pizzeria Uno, Boston Market, Quiznos and more. Lead a group of 11 technician team.

Manage vendor relations. Work with Account managers to plan rollouts, product warranty, and maintenance plans.

Planned POS rollouts, servicing and maintenance of store POS equipment, alarm and cctv systems, mainframes and back office equip, networks, ATM's, kiosks. Implemented a New store staging process.

Provided phone support for store managers, store helpdesk and ensuring SLA’s are met.

Provided POS installations for multiple vendors at multiple sites ranging.

Responsible for network installations and de installations, parts logistics management. Responsible for POS software migrations and upgrades. Migrated workstations from Windows 98 to windows 2000. Answered daily list of service calls to various sites for repair or technical support. Provided Pager/Cell/Laptop support 24/7.

Walgreens June 1997 - May 2001

System Analyst/ Support

Planned POS rollouts, new hardware and software installations in LAN environment.

Project led with the implementation/staging of, and opening of 1000+ new stores

Provided desktop support for all district offices. Provide high paced 1st, 2nd and 3rd call center support (inbound and outbound) and remote pc support for field techs, our help desk, all district offices and stores.

Responsible for setting up a test team and test environment for testing new hardware and software from initial introduction on to Vendor to store pilot and on to rollout.

Worked with vendors such as NCR, CDW, COMARK, Symbol, Telxon, IBM, Standard Register.

Worked with corporate purchasing to work with vendors to get test equipment and cost estimates.

Lead a QA team of 6 resources. Planed a pilot and start POS rollouts.

Migrated entire tech support department from Win 95 to 98 in 1998 and in 2000, migrated the same department from 98 to NT. and in 2001, brought them up to win 2000 professional. (250 PCs).

was in charge of rolling out latest image of intercom plus (Pharmacy Operating System) to 3000 stores/12,000 workstations, 3000 servers, which was a Windows based image. Solely responsible for 1000 workstations.

In charge of all depot managers at 45 locations on status of rollouts from Field techs.

Responsible for testing and getting that image/component distributed to the proper departments offices and stores.

Responsible for configuration, tape backup and programming of store workstations, as400, servers, network/satellite equipment and new store installs (lead Tech), supervised a team of 11 techs, 2 data entry personnel, and 4 shippers.

Service and maintenance of south region (136 stores) POS equipment, security systems, cctv, software, server’s registers, PC’S and networking equipment of the store.

Serviced and configured Cisco and Symbol routers and access points. HP workstations and servers, Lexmark laser printers, IBM controllers, registers and as400s.

Responsible for full store installs and uninstalls. Network setup and support.

EDUCATION

Governors State University

Bachelors of Science in Biology

University of Phoenix

Bachelors of Science in Business

University of Phoenix

MBA (Leadership/Management)

University of Phoenix

PhD Leadership (currently enrolled)

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