Technical Support Manager

JACK L. ROONEY

****.******@*******.*** 864-***-**** Inman, SC

Summary

Results-driven operations and procurement professional with 15+ years of experience leading global teams, optimizing vendor performance, and improving service delivery across enterprise environments. Proven ability to reduce costs, strengthen supplier relationships, enhance SLA compliance, and drive data-driven decision-making. Recognized for leadership excellence, process optimization, and aligning operational strategy with business objectives to deliver measurable financial and performance impact.

Skills

• Procurement

• Strategic Sourcing

• Vendor Management

• Contract Negotiation

• Spend Analysis

• KPI Monitoring

• SLA Management

• Process Optimization

• Data Analysis

• SAP Administration

• Inventory Planning

• Automation

• Leadership

• Stakeholder Engagement

• Problem Solving

• Continuous Improvement

Experience

Michelin North America

BI&A Support Team Lead

08/2023 - 08/2025

• Managed end-to-end procurement lifecycle, analyzing monthly performance data to achieve 98% SLA compliance and improve supplier service delivery.

• Monitored KPIs, spend trends, and vendor performance metrics, driving 12% cost reduction through strategic sourcing and contract optimization.

• Negotiated pricing agreements and service terms with cross-functional stakeholders, strengthening supplier relationships and improving SLO attainment by 15%.

• Led process automation and continuous improvement initiatives within supply operations, increasing efficiency by 20% and reducing incident escalations.

Swisslog Inc. Woodruff, SC

Technical Support Engineer II

04/2019 - 08/2023

• Coordinated sourcing and maintenance support for automated material handling systems, sustaining 99% operational uptime.

• Analyzed equipment performance data to optimize spare parts procurement, reducing downtime by 18%.

• Managed vendor service agreements and scheduling, improving maintenance turnaround time by 22%.

• Supported inventory planning and supplier performance for 18 KUKA robotic units, ensuring uninterrupted operations.

HKA

SAP Systems Administrator

09/2017 - 01/2018

• Administered SAP procurement and materials management modules, maintaining 100% data accuracy across purchasing records.

• Monitored system performance metrics and transaction logs, improving reporting efficiency by 15%.

• Managed user access, roles, and compliance controls, ensuring secure procurement and financial workflows.

• Supported configuration updates and master data governance, enhancing purchase order processing speed by 20%.

NSC-Global

Global IT Service Desk Manager

05/2013 - 01/2017

• Directed multi-regional service operations across Americas and APAC, optimizing vendor performance and achieving 97% SLA compliance.

• Led 155-member workforce including 15 team leads and 2 managers, improving productivity by 25% through workforce planning and KPI governance.

• Implemented real-time resource reporting and stakeholder performance reviews, enhancing cost visibility and reducing service escalations by 30%.

• Oversaw Tier 2 & 3 technical support and SAP administration, strengthening procurement system controls and operational continuity. Education and Training

Friends University Wichita, KS

Completed 67 credits

01/2007

Dodge City Community College Dodge City, KS

Information Technology Studies

Certifications & Licenses

• CompTIA A+ Certified

• CompTIA Network+ Certified

• Microsoft Certified Professional (MCP)

• Microsoft Certified Desktop Support Technician (MCDST)

• Medi-Clear Certified (Cert ID: VC-202*****-****)

• SAP ADM940, ADM950, ADM960 Certificate of Completion

• Currently Studying for ITIL Foundations 4 Exam

References

References available upon request.

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