Rodney Grundmeyer

Clarksville, TN *****

Phone: 615-***-****

Email: adwnon@r.postjobfree.com

Objective

●To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Areas of Knowledge

●User knowledge of Bitlocker

●User knowledge of SharePoint

●Knowledge of ITIL best practices

●Intermediate understanding of SDLC

●Knowledge of ITSM Best Practices

●HIPAA Certified

●Product Support Management

●Timekeeping

●Team Building

●Project Support Management

●Verbal and written communication

●Operations management

●Business administration

●Coaching and mentoring

●Policies and procedures

●Schedule optimization

●Staff Management

●Strategic planning

●Conflict resolution techniques

●Employee Evaluation

●Staff education and training

●Technical Support

●User training

●Application support

●Advanced problem solving

●Performance Evaluations

●User knowledge of Microsoft Active Directory

●Procedure development

●Systems Installation, Configuration and Upgrading

●Multitasking Abilities

●Excellent Communication

●Problem-Solving

●Interpersonal Communication

●Active Listening

●Dependable and Responsible

●Self-Motivated

●Critical Thinking

●ISO20k Service Management System

●Software Application and Account Management

●User knowledge of Windows 10 & 11

●Office 365 Administration

●User knowledge of Microsoft Teams

●User knowledge of Microsoft Excel

●User knowledge of JumpHost

●User Knowledge of Zoom

●User knowledge of XMatters

●User knowledge of JIRA

●User knowledge of Microsoft PowerPoint

●Samanage Ticketing System and Account Management

●Samanage Knowledge Base Administration

●Service Now Ticketing System

●NICE InContact Account Management

●SalesForce Account Management

●VAEC Ticketing System

HSRM Account Management

Work History

ECSD BPO Manager 2021-06 to 2023-01

Cognosante, Clarksville, TN

●Managed service desk with 2 supervisors, 3 team leads and 25 agents, supporting 7 Federal Contracts, 3 State contracts and 2 internal contracts.

●Managed Incidents to resolution.

●Kept projects on schedule and within budget.

●Oversaw a large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.

●Verified construction documentation to meet client requirements and vision.

●Evaluated project requirements to identify and mitigate risks.

●Followed ITIL best practices mainly in the areas of general management and service management practices.

●Followed the ITSM process to provide IT services to our company and to the many projects we supported which included both state and federal contracts.

●Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.

●Cross-trained existing employees to maximize team agility and performance.

●Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

●Developed and maintained relationships with customers and suppliers through account development.

●Maximized performance by monitoring daily activities and mentoring team members.

●Onboarded new employees with training and new hire documentation.

●Accomplished multiple tasks within established timeframes.

●Developed and implemented business strategies to achieve business goals and stay competitive.

●Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.

●Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.

●Managed and motivated employees to be productive and engaged in work.

●Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

●Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

●Evaluated employee performance and conveyed constructive feedback to improve skills.

●Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

●Established performance goals for employees and provided feedback on methods for reaching those milestones.

●Established team priorities, maintained schedules and monitored performance.

●Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

●Assisted in organizing and overseeing assignments to drive operational excellence.

●Defined clear targets and objectives and communicated to other team members.

●Leveraged data and analytics to make informed decisions and drive business improvements.

●Recruited, interviewed and hired employees and implemented a mentoring program to promote positive feedback and engagement.

●Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Enterprise Customer Service Desk Supervisor / Incident Management 2020-07 to 2021-06

Cognosante, Clarksville, TN

●Supervised service desk with 25 agents and 3 team leads, supporting 7 Federal Contracts, 3 State contracts and 2 internal contracts.

●Managed incidents to resolution.

●Followed ITIL best practices mainly in the areas of general management and service management practices.

●Followed the ITSM process to provide IT services to our company and to the many projects we supported which included both state and federal contracts.

●Evaluated employee performance and coached and trained to improve weak areas.

●Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

●Enforced rules and regulations outlined in the company manual to set forth expectations comprehensively and consistently.

●Created successful work schedules for each team member to maintain deadlines and fully staff shifts.

●Monitored workflow to improve employee time management and increase productivity.

●Mentored newly hired employees on operating equipment and safety and developed a training manual to use for reference.

●Maintained compliance with company policies, objectives, and communication goals.

●Achieved results by working with staff to meet established targets.

●Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.

●Developed and implemented customer service policies to enhance satisfaction.

●Solicited customer feedback to identify and improve on areas of weakness.

●Boosted team performance by developing customer service training materials and conducting service training.

●Conducted routine inspections to check quality and compliance with established specifications.

●Collected, arranged, and input information into the database system.

●Conducted regular reviews of operations and identified areas for improvement.

●Evaluated customer needs and feedback to drive product and service improvements.

●Educated staff on organizational mission and goals to help employees achieve success.

●Developed effective improvement plans in alignment with goals and specifications.

●Devised and implemented processes and procedures to streamline operations.

●Generated reports detailing findings and recommendations.

●Evaluated staff performance and provided coaching to address inefficiencies.

●Maintained database systems to track and analyze operational data.

●Optimized customer experience by delivering superior services and effectively troubleshooting issues.

●Gathered, organized and input information into a digital database.

●Developed and updated tracking spreadsheets for process monitoring and reporting.

●Helped meet changing demands by recommending improvements to business systems or procedures.

●Resolved problems, improved operations and provided exceptional service.

●Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

●Worked flexible hours across night, weekend and holiday shifts.

●Worked effectively in fast-paced environments.

●Worked well in a team setting, providing support and guidance.

●Applied effective time management techniques to meet tight deadlines.

●Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

●Identified issues, analyzed information and provided solutions to problems.

●Exercised leadership capabilities by successfully motivating and inspiring others.

●Participated in team projects, demonstrating an ability to work collaboratively and effectively.

●Strengthened communication skills through regular interactions with others.

●Passionate about learning and committed to continual improvement.

●Skilled at working independently and collaboratively in a team environment.

●Developed strong organizational and communication skills through coursework and

volunteer activities.

●Developed strong communication and organizational skills through working on group

Projects.

●Managed time efficiently in order to complete all tasks within deadlines.

●Demonstrated creativity and resourcefulness through the development of innovative solutions.

Enterprise Customer Service Desk Team Lead / Incident Management 2018-09 to 2020-07

Cognosante, Nashville, TN

●Worked as a Team Leader on a service desk with 25 agents supporting 7 Federal Contracts, 3 State contracts and 2 internal contracts.

●Managed incidents to resolution.

●Followed ITIL best practices mainly in the areas of general management and service management practices.

●Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

●Engaged in user support interactions via telephone, chat and email platforms.

●Followed the ITSM process to provide IT services to our company and to the many projects we supported which included both state and federal contracts.

●Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

●Diagnosed and resolved user system functionality issues to enable completion of desired operations.

●Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.

●Addressed user customer service concerns and decided when to escalate problems to specialist team members.

●Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.

●Resolved common user concerns by utilizing preset issue resolution scripts.

●Configured hardware, devices, and software to set up work stations for employees.

●Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

●Monitored system performance to identify potential issues.

●Patched software and installed new versions to eliminate security problems and protect data.

●Researched and identified solutions to technical problems.

●Configured and tested new software and hardware.

●Diagnosed and troubleshot hardware, software and network issues.

●Offering assistance in implementing and developing training programs.

●Generated reports to track performance and analyze trends.

●Created user accounts and assigned permissions.

●Responded to customer inquiries and provided technical assistance over phone and in person.

●Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.

●Coached team members in techniques necessary to complete job tasks.

●Managed schedules, accepted time off requests and found coverage for short shifts.

●Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

●Trained new team members by relaying information on company procedures and safety requirements.

●Conducted training and mentored team members to promote productivity and commitment to friendly service.

●Built strong relationships with customers through positive attitude and attentive response.

●Established open and professional relationships with team members to achieve quick resolutions for various issues.

●Mentored and guided employees to foster proper completion of assigned duties.

●Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

●Supervised team members to confirm compliance with set procedures and quality requirements.

●Assisted in recruitment of new team members, hiring highest qualified to build a team of top performers.

●Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

●Worked with a team to identify areas of improvement and devised solutions based on findings.

●Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.

●Held weekly team meetings to inform team members on company news and updates.

●Communicated KPIs outlined in the annual plan to inform employees of expectations and deliverables.

●Reviewed, implemented and updated company records related to team activities for future reference.

●Promoted high standards through personal example to help each member understand expected behaviors and standards.

●Used critical thinking to break down problems, evaluate solutions and make decisions.

●Identified issues, analyzed information and provided solutions to problems.

●Developed strong organizational and communication skills through coursework and

●volunteer activities.

●Adaptable and proficient in learning new concepts quickly and efficiently.

●Skilled at working independently and collaboratively in a team environment.

●Organized and detail-oriented with a strong work ethic.

●Resolved problems, improved operations and provided exceptional service.

●Proven ability to learn quickly and adapt to new situations.

●Learned and adapted quickly to new technology and software applications.

●Proved successful working within tight deadlines and a fast-paced environment.

●Paid attention to detail while completing assignments.

●Self-motivated, with a strong sense of personal responsibility.

●Volunteered at local community organizations, providing assistance with day-to-day operations.

●Worked flexible hours across night, weekend and holiday shifts.

●Gained strong leadership skills by managing projects from start to finish.

●Demonstrated strong organizational and time management skills while managing multiple projects.

●Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

●Exercised leadership capabilities by successfully motivating and inspiring others.

●Strengthened communication skills through regular interactions with others.

Line of Business Application Support Specialist 2017-10 to 2018-09

Apex/DELL/Boeing Airlines, Nashville, TN

●Generated reports, updated spreadsheets and presented results.

●Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.

●Interacted with clients to resolve issues and answer software-related questions.

●Provided training to end users on new and updated systems and software.

●Collaborated with developers, analysts and project managers to expedite incident resolutions.

●Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.

●Monitored system performance to identify potential issues.

●Created user accounts and assigned permissions.

●Diagnosed and troubleshot hardware, software and network issues.

●Researched and identified solutions to technical problems.

●Responded to customer inquiries and provided technical assistance over phone and in person.

●Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Tech Support Specialist Asurion / Verizon Wireless 06/2017 – 10/2017

Provided tech support for Verizon Wireless mobile devices.

Shift Sergeant Whelan security 03/01/2017 – 06/01/2017

●I was the shift Sergeant for our location in Mt. Juliet Tennessee.

●I supervised two part-time officers and 1 full-time security officer on the weekends.

●I was also the 1st shift supervisor, and I worked directly under our Account Manager at that location.

●I conducted security post checks and inspections at each location, and assisted with writing policies and procedures, and reviewed all reports turned in by the officers after the end of each shift.

Account Manager Whelan security 04/01/2016 – 03/01/2017

●I was the security Account Manager for our location in Portland Tennessee.

●I supervised three full-time Sergeants, three part-time Sergeants and 18 security officers.

●I handled the scheduling, payroll, disciplinary issues, EEOC complaints and any other function required of me as the Account Manager.

●I have working knowledge of Outlook Express, Microsoft Office and WinTeam.

●I stepped down from this position due to personal reasons and took a supervisor position in Mt. Juliet.

Shift Sergeant Whelan Security 07/01/2014 – 04/01/2016

●I was a Sergeant for security at Unipres in Portland Tennessee.

●I supervised two part-time Sergeants and 23 security officers on 1st shift.

●I worked directly under the Account Manager at this location.

●I conducted security post checks and inspections at each location, and assisted with writing policies and procedures, and reviewed all reports turned in by the officers after the end of each shift.

●I oversaw the Field Officer Training program.

Correction Officer Robertson County Sheriff’s Department 10/01/2012 – 07/01/2014

I was assigned to the corrections division at the Robertson County Jail in Springfield Tennessee.

Police Officer Greenbrier City Police Department 02/01/2010 – 10/01/2012

●I provided basic law enforcement for the City of Greenbrier, which included traffic enforcement and community policing.

Corporal Mandeville City Police Department 06/01/1998 – 01/31/2010

●I was the assistant shift supervisor, field training officer and Radar/Lidar instructor.

●I provided basic law enforcement duties for the City of Mandeville, which included traffic enforcement and community policing.

●I received “Officer of the Year” three years in a row.

●I was also a certified D.A.R.E. officer.

Corporal Causeway Police Department 07/01/1993 – 06/01/1998

●I was the assistant shift supervisor, field training officer and Radar/Lidar instructor.

●I provided basic law enforcement duties for the Causeway Police Department, which primarily consisted of traffic enforcement.

Police Officer 2 East Jefferson Parish Levee District Police Department 04/01/1992 – 07/01/1993

●I provided basic law enforcement duties for the East Jefferson Parish Levee District Police Department.

●My primary duties were to drive along the levee system between Jefferson and Orleans Parish and look for damage to the levee system.

●I also provided basic law enforcement duties within the two jurisdictions that I patrolled.

●I received a letter of commendation from the Chief of Police for going into a house fire to try and rescue the occupants.

Senior Airman United States Air Force 12/01/1988 – 03/31/1992

●I was assigned to England Air Force Base in Alexandria Louisiana.

●My job title was A/C and Cryogenics Specialist

●I was assigned to the 23rd Civil Engineering Squadron.

●I was stationed at the base during the Gulf War, where I supported the pilots and airmen that remained behind.

●I was also assigned to the Security Police as an augmentee (reserve police officer).

●I also assisted the Pineville City Police Department as a reserve police officer during my time in the Air Force.

●I received the National Defense medal, the Air Force Achievement medal and the Expert Marksmanship medal.

●I received an Honorable Discharge from service in 1992.

Education

●Bachelor of Science: Information Technology 2013-09 to 2017-02

●University of Phoenix - Tempe, AZ, I studied Information Technology with a concentration in Information Security.

●I received a 3.71 GPA.

Security Clearances

●I currently have a Level 4 Public Trust security clearance, which was obtained from the Veterans Administration through TMS.

Contact this candidate