Call Center Project Manager

Todd Fjellman

Contact

**** ****** ***** **

Brooklyn Park, MN 55443-4014

Tel : 612-***-****

E-mail : ******@*****.***

Profile

Information Technology Professional with experience in Microsoft Windows workstation and server operating systems, hardware, network connectivity, account administration, and telephone systems. Diverse background supporting individual home users, small and medium businesses, as well as Fortune 500 companies, offering executive-level support. Strengths are recognizing issues and coming up with solutions quickly, streamlining processes, building scripts to handle repeated duties, and fixing issues from a different perspective than other IT personnel. Known as the “Go-to person” for quick response time, quick resolutions, and offering the best solutions at the lowest cost. Managed projects completed ahead of schedule and under budget.

Work Experience

U.S. Bank – Senior Asset Specialist (Hardware Asset Management) March 2022 – Present

Work directly with other lines of business both inside the United States and in Europe to ensure U.S. Bank’s compliance with U.S. and international data integrity laws. Worked in conjunction with U.S. Bank’s compliance officers to document processes for external audits.

Maintain Service Level Agreements on incoming tasks.

Verify integrity of data from incoming tasks so the bank’s inventory remains correct.

Work with vendors so new capitalized and consumable assets are precise in the ordering catalog

Process large batches of capitalized assets and verify disposals are handled using audit approved methods.

Work directly with external I.T. vendor in the bulk adds/updates into the bank’s system.

Submit enhancements and work with the Scrum team and developers to verify implementation of automation of existing manual processes.

Create training documentation and KB Articles.

Was the HAM team’s on-site expert for the bank’s first three Technology Amnesty events where old/obsolete equipment could be turned in without consequence.

CenterPoint Energy – Senior Business Technology Specialist/Project Manager February 2013 – March 2022

Provided desk-side and remote technical support services to 1,000 office employees and 500 field personnel. My meticulous nature has been leveraged to the inventory and organization of several of CenterPoint’s offices as well as the development of troubleshooting documentation of the SCADA system. Project Manager for several large hardware and software deployment projects.

Build scripts for the imaging of field and office computers to streamline process, saving 50-75% of time of each workstation/laptop computer replacement.

Build scripts for configuration of Call Center computers increasing productivity 1,600% over the prior average setup time.

Organize the inventory of several buildings for the tracking of leased and purchased assets to improve the replacement and recycling process.

Adapt to the changing software and operating systems requirements of the corporation and initiated the creation of scripts to automate the process of software removal and installations.

Assigned to company's SCADA system support and managed the build-out of the new SCADA system.

Streamlined deployment of firewalls in project to move SCADA to a more secure segment of CenterPoint's networks, cutting the deployment time from three hours to 15 minutes while onsite.

Support the field and office users' computers, printers, scanners, and mobile computing devices.

Created training material for Home Service Plus Master Technicians and Honeywell’s vendor support for the training of the other HSP Technicians for the deployment of new Honeywell wireless thermostats, cutting down help calls over 95%. Honeywell asked for my permission and disseminated my training materials to its other vendors.

Researched and tested new technology and provided key feedback on its possible use in CenterPoint’s corporate environment.

Primary contact with outside vendors for building circuit upgrades and building remodels.

Primary contact for the RMA Warranty repair of field computer equipment.

Created scripts for use in deployment of new field laptops which facilitated their completion nine weeks ahead of schedule.

Quickly close incidents and requests coming in on CenterPoint’s ticket tracking system. Re-prioritize tickets as severity/necessity dictates.

Organization of physical resources facilitated 150 personnel in the MN Call Center to be sent home three weeks ahead of CenterPoint’s other regions for Covid-19.

Project manager of upgrade of field laptops to extend their use for two years past their factory warranty.

Project manager for the build-out of the technology for CenterPoint’s main Training and Conference Center working directly with third-party contractors.

Project manager that worked directly with CenterPoint’s Facilities Department and third-party contractors for build-out of new technology for the conference room’s projectors and HDTVs.

Project manager for setting up of a Command Center for CenterPoint’s senior leadership during the Summer 2020 riots. Setup was completed within six hours of initial request which was ten hour less than what was originally projected.

Project manager for deployment of 650 new field laptops. Laptops were reimaged and ready to deploy two months ahead of schedule, saving the company an estimated $20,000 in overtime labor that was originally forecast because of the scripting of the setup processes.

Project manager for deployment of new field mapping/ticketing software. Project was completed one month early saving an estimated $5,000 of overtime labor originally forecasted because of the scripting of the setup processes.

Mytech Partners – Remote Network Administration/Engineer April 2012 – February 2013

Provide skilled remote technical support services to customers of Mytech Partners. This position requires the ability to remotely troubleshoot and resolve service requests pertaining to our clients' workstations, servers, and network equipment, as well as working with vendors on 3rd party applications as needed, in the support of our clients' LAN/WAN infrastructures.

Provide daily remote support for Mytech clients

Server, workstation, and networking support that includes desktop and server software support, general network equipment, and 3rd party business applications

Perform work onsite if needed

Represent Mytech Partners, Inc in a positive, professional, and enthusiastic manner when working with customers and staff.

Todd’s Tech Bench January 2002 – February 2013

Created a small business based totally on referrals of friends and prior customers for revenue. All personal business is identical to services offered by big box retailer computer support plus home theater and wiring.

Provide personalized in-home computer support to family, friends neighbors and referrals saving them 50% on fees and providing same or next day service decreasing down time.

Provide clients with the best cost-benefit analysis on technology upgrades by consulting on user needs and recommending budget friendly solutions.

Compellent-Dell – Co-Pilot Engineer April 2011 – August 2011

Support client storage infrastructure and deliver proactive, comprehensive technical support for Compellent storage area network technology

Take ownership of the entire storage infrastructure, from Compellent SAN to third-party technology products

Drive efficient and effective resolution of every storage issue and operate out of a state-of-the-art call center

Make outbound calls and receive incoming calls – to alert customers of any possible issues.

Provide a single point of contact for customers’ entire storage infrastructure, with benefit of an immediate response.

Add value through monitoring perpetual licensing, ensuring clients always have the latest patches, updates and releases and continuously monitor system performance

Ameriprise Financial/RiverSource Distributors - Business Systems Analyst June 2005 – April 2011

Initially hired to support the mWholesaler application on our Regional Vice President’s BlackBerries. Later recruited to provide tier 1-4 level technical support to all RiverSource Distributor’s headquarters call center and later the field personnel, eventually adding telecommunications liaison support to the business unit as well. Performed evaluation and data gathering to identify possible legacy application issues with the conversion to Windows 7 64-bit. Created instruction sheets for the most common issues to enable troubleshooting by others. Analyzed smartphones, projectors, multi-function printers, laptops, desktops, netbooks, and tablets for RiverSource Distributors’ future planning.

Identified and resolved the bottleneck/break that prevented the Cisco TSP installer for SalesForce.com Click-to-Call application from working properly. Packaged the fix as an executable and included that in the installation of the software. Solution saved RiverSource Distributors $200,000 versus going through Ameriprise’ outsourced solution.

Streamlined processes of repetitive duties by creating registry and batch scripts, increasing productivity by 98%

Developed solutions to repeating applications issues, cutting applications disruption times by 99%.

Kept inventory of computers and model numbers of all of the supported personnel in RiverSource Distributors and ensured spare computers were reimaged and ready to deploy in case of emergency. This allowed RiverSource to not have to purchase new computers for two years, readying the organization to have a higher technology budget for the 2011 roll-out of Windows 7.

The Geek Squad/Best Buy - Special Agent August 2003 – June 2005

Provided on-site computer service for individuals and small companies. The duties performed were far-reaching and were never statically restrained to an individual task.

Mentored all technicians at the Geek Squad bench at Northtown store and provided streamlined process resulting in increased productivity of 60% and generated twice the revenue.

Consistently reached monthly billable quota within the first two weeks of each month.

Innovated a process to perform a manual virus scan of a computer before third-party virus scanners were utilized. After refining technique, taught the manual scanning technique to the Agents at the Washington Avenue Geek Squad Headquarters and when transferred to the Northtown Best Buy store, trained the agents there on the process.

Provided software training to customers, sometimes involving unfamiliar software; researched the product and provided the training with only 24 hours notice.

Served as liaison for Best Buy stores, training technicians, maintaining the Geek Squad standard of excellence.

Positions held prior to 2003:

Multiple Telecommunications companies in the Twin Cities Metro Area (AT&T Local Services; National Communications; Metro Communications, Inc.; TriCom Communications).

Key Skills

Proficient with many technologies, Operating Systems, Office Programs, Phone Systems, Hardware, including:

Windows 7/8/10/11, Windows Vista, Windows XP, Windows 2000, Windows 95/98, OS2/Warp, NT 3.51/4.0, DOS

Microsoft SQL Server 2005/2008, Microsoft Exchange Server 2003/2007/2010,

Microsoft Server 2003/2008/2012/2019

Microsoft Office 95/97/2000/XP/

2003/2007/2010/

2013/365/2016, OpenOffice.org, Lotus Notes

Honeywell SCADA, Clear SCADA (AES), PLC and Rockwell Devices

Education

NEI/Dunwoody Computer Networking –Diploma

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