Customer Service Manager
Resume:
Andrew Collier
Fishers, IN *6038
EXECUTIVE SUMMARY
Visionary and results-driven Senior IT leader and strategic planner in organizational operations and all aspects of information technology, while promoting successful business initiatives. Focusing on management, guidance and Human Capital Development of staff in areas of Infrastructure, Application Development, Service Desk and Deskside Support. Establishes and maintains effective relationships through productive communication among all levels of the Business Unit and Administrative Staff with positive reinforcement and constant feedback.
Possesses an in-depth understanding of emerging technologies and maintains expertise by taking a hands-on approach. Implemented processes and programs in Disaster Preparedness, Change Management, Performance Reporting in organizations utilizing Remote Access, Virtualization, IP telephony designs, software development, and customer-service solutions.
Responsible for multi-million dollar projects, network deployments and product launches. Provided leadership in the implementation of policies, business analyst, risk assessment, auditing, cross-functional operations, and domestic, global, and tactical planning.
Budget responsibilities covering infrastructure maintenance, development and enhancement, operating expenses, capital expenses, personnel salary, and IS project costs in excess of $6 million; recommends value based solutions of technology issues with a view toward cost containment and value-added service.
Accomplished author and speaker of industry best practices in areas of Mobility solutions, voice security and implementation of ITIL processes. Repeatedly invited to speak at a management and executive level for the International Legal Technology Association annual conference and webinar events, along with the International Nortel Networks User Association on various subjects with focus on industry best practices.
AREAS OF EXPERTISE
• Technology Architecture and Integration
• VOIP/unified messaging
• Mobile/Remote Access
• Data/Internet security
• Video/Audio Conferencing
• Cost Recovery
• Service Delivery Processes
• Disaster Recovery/Business Continutity
• Data warehousing
• Buying/purchasing
• Financial systems
• Risk management
• Project management
EDUCATION
Currently pursuing Masters of Business Administration, Bellevue University, Kansas City, MO Campus
Bachelor of Science, Business Information Systems Major, Bellevue University, Bellevue, NE
Advanced Telecommunications Technologies, US Air Force, Keesler AFB, MS
EMPLOYMENT HISTORY
Chief Information Officer 2/11-3/12
Ice Miller LLP, Indianapolis, IN
• Technology and business visionary with executive and hands-on experience in professional services vertical. Proven record of success in creating robust IT architecture and infrastructures. Strong ability to bring benefits of IT to solve business problems while managing costs and risk. Led the implementation of complete network restructuring, firm-wide desktop image upgrade to Windows 7 and Office 2010. Provide strategic direction at an executive level for technology planning, implement and support across the enterprise as an integral component of the business plan. Orchestrated the turnaround of the IT department’s technical skillset and performance capabilities. Focusing on customer service and delivering high-touch service to the end-users, transforming IT into a strategic business partner. Promoted respectful and professional communication with in the IT department and across the entire firm. Led the successful completion of post-merger migrations of Active Directory, Exchange, Interaction, Document Management and others to bring closure to outstanding pain points felt by the end-users. Re-directed the focus of the IT department to identify the needs of the customer, to take ownership of issues resulting in a level of service above and beyond what was previously seen in the firm.
• Effectively introduce and integrate new technologies; Internet, Intranet, and Extranet sites, for internal and external customers. Improved the LAN/WAN network infrastructure to utilize best of class service and functionality. Coordinated the successful merger of two law firms with less than five months of notice. Consolidated core systems to facilitate full system availability on day one and under budget. Restructured the operations of the Help Desk to improve service delivery. Controlled costs and managed expenses of a $3.5 million budget
Director of Information Technology 9/09-2/11
Polsinelli Shughart PC, Kansas City, MO
• Turned around a flailing IT department and recovered the IT department’s credibility with the Business Unit through tactically marketing IT solutions as they affect business initiatives and strategic planning to ensure a successful future. Reaffirmed the mission of the department and improved morale through cultural changes in the department and the firm. Established governance and a process driven environment that included an ITIL based Service Desk and Change Management programs.
• Established a unified platform for all users to streamline support capabilities, while improving productivity and customer satisfaction. Affected an annual savings of over $180 thousand through contract renegotiations and infrastructure “right-sizing”. Increased attorney productivity through workflow development. Implemented a Client Extranet through SharePoint to replace existing eRooms and another third party solution resulting in a savings in excessive of $150 thousand annually. Designed, activated and tested a comprehensive Disaster Recovery and Business Continuity System fulfilling firm expectations with realistic Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO) where there was previously none.
Systems Operations Manager 6/05-9/09
Shook, Hardy and Bacon, Kansas City, MO
• Establish goals, objectives, and policies. Effectively directed, influenced, developed, and motivated subordinates, obtaining positive team solutions. Develop and implement programs to ensure attainment of business plan for growth, profit, and branding. Implement cost-savings plan establishing return on investment in less than three months. Responsible for Telecommunications department, developing the structure, strategic growth plans, and operational policies and procedures. Develop business processes and flows for revenue, and initiate IT process, auditing, and implementation of best practices focusing on ITIL parameters.
• Manage and implement Telecommunication Facilities, Cost Recovery Platforms and IT-related projects for practice operations, service delivery and support systems. Responsibilities include maintaining eleven interconnected telecom networks using management methodology for IT, budget analysis, user requirements, and communication of project status, schedule development, and tracking. Effected change in network infrastructure to secure budgetary savings in excess of $250 thousand dollars. Selected to serve on the firm Diversity Ambassadors Committee to promote and champion diversity initiatives.
Associate Director of Telecommunications 10/04-6/05
Park University, Parkville, MO
• Implemented cost-savings procedures on several initiated programs designed to reduce expenditures and increase customer service. Developed and implemented all Telecommunications budgets through analysis of P/L statements and focus on balancing emerging trends with user requirements. Managed University budgets in excess of $2 million.
• Initiated and developed the disaster procedures and methodologies appropriate for the information infrastructure and telephony system to mitigate risks. Successfully created and deployed the infrastructure utilizing LAN/WAN projects, VPN solution, Citrix, wireless solution, and Microsoft globally. Developed and initiated data/Internet security, auditing, and best-practices. Initiated and designed the infrastructure and rollout of VOIP/unified messaging in remote offices.
Implementation Manager 6/02-10/04
TTI Telecom, Kansas City, MO
• Initiated redundant system solution technology in the event of a disaster and developed and implemented numerous disaster recovery designs, defining and documenting new processes and building interdepartmental relationships. Successfully developed and implemented network designs in IP phone systems processes. Implemented customized development projects for enterprise corporations for Enterprise Resource Planning systems (ERP), while collaborating with client IS departments, through all phases of the product life cycle.
• Extensive hands-on experience with Network Management Systems software development in enterprise class organizations. Conducted seminars on catastrophic and contingency plans for customer service. Identified cost savings opportunities in excess of $800 thousand dollars for clients and the corporation by minimizing expenditures and maximizing performance on multi-million dollar contracts.
Voice Communications Manager 9/01-6/02
Valmont Industries, Omaha, NE
• Responsible for managing the policies and procedures of the voice communications. Ensured uninterrupted access to all voice telecommunications between 30 national and international offices. Mentored technical staff in performance and career progression.
• Oversees the design and implementation of voice telecommunications networks. Selects vendors and negotiates contracts. Reviews reports on system specifications in support of system upgrades and makes final decision regarding updates. Involved in long range or strategic voice communications plans. Managed all budgetary requirements for a two million dollar department.
Systems Engineer 8/00-9/01
Adesta Communications, Omaha, NE
• Tasked with the overall defining, developing, operating, maintaining, and, ultimately, replacing systems. Primary interface between management, customers, suppliers, and engineers in the development process of projects in excess of $60 million.
• Provided RF design services to clients for PCS, cellular, land-mobile, microwave, and satellite networks. Developed RFPs and evaluation criteria for clients, evaluated vendors, assisted in the vendor selection and contract preparation processes. Provided technical and project management support, test verification services and optimization oversight.
Network Services Manager 2/00-8/00
Sprint, Omaha, NE
• Established rapport and esprit de corps with clients while supporting network resources under extreme service level requirements. Ensure customer satisfaction through exceptional service and product delivery with outstanding attention to detail. Acted as the clients advocate in service trouble resolution
• Maintained relationships with interdepartmental organizations to ensure cooperation and simply coordination of efforts to provide exceptional mean time to repair metrics below industry standards. s.
Airborne Telecommunications Systems Manager 12/90-2/00
United States Air Force, Offutt Air Force Base, NE
• Program Manager on multi-million dollar projects spanning military organizations. Squadron Training Manager responsible for the professional development and support improvement for over 300 peers and subordinates. Worked in a hazardous, high stress environment requiring split second decision making. Supported VIP officials, consisting of top-level Officers and elected officials, with professionalism and developing a high level of trust in all areas of operations and service support.
• Attained a high level of technical skills in data and voice network communications, including delivery systems through landline facilities and wireless solutions across all frequencies of the spectrum.
SPEAKING ENGAGEMENTS
Securing the Mobile Experience, International Legal Technology Association, 2011
The Future of Information Technology, International Legal Technology Association, 2011
Email Encryption and Risks to the Enterprise, Association of Legal Administrators, 2011
Mobility Trends and the Engagement of the Remote Worker, Private Speaking Engagement for TerraCon Engineering, 2010
Administration and Security of Wireless Devices, Kansas City IT Symposium, 2010
Storage Asset Optimization: A Model for Improved Business Efficiency and Bottom Line, Kansas City IT Symposium, 2010
Value of Web Conferencing and Collaborative Meeting Tools, International Legal Technology Association, 2009
TDM vs VoIP PBX Solutions, International Legal Technology Association, 2009
Presenting IT as a Service: Selling Technology Instead of Dealing With It, International Legal Technology Association, 2008
Blackberry Monitoring and Management Best Practices, Webinar, International Legal Technology Association, 2008
Innovations In VoIP: From The PSTN To The PBX, International Legal Technology Association, 2008
Convergence Rooms: Digital and Virtual Options in Conference Room Design, International Legal Technology Association, 2007
Finding Savings In Bills: The Art Of Telecom Auditing, International Nortel Networks Users Association, 2006
When Your Disaster is a Disaster: The Value of The Disaster Preparedness Plan, Interop, 2005
QoS In The Enterprise: Making Your Network Ready for VoIP, Omaha Technology Symposium, 2002
Over 300 speaking engagements to Command level officers and Executive Administrative staff on topics ranging from Technical Operations to Leadership and Human Capital Development during tenure with the United States Air Force.
AFFILIATIONS AND ACCOMPLISHMENTS
• Selected as a Charter Member of the Diversity Staff Ambassadors with Shook, Hardy and Bacon
• ASSOCIATION OF LEGAL ADMINISTRATORS
• COUNCIL OF IT EXECUTIVES, Kansas City
• INTERNATIONAL LEGAL TECHNOLOGY ASSOCIATION (ILTA)
(Annual Conference Committee Session Track Chair ILTA U)
• ILTA (Steering Committee Member Communications Peer Group)
• ILTA (Steering Committee Member Voice and Data Networking Peer Group)
• Awarded ILTA’s 2010 Annual Distinguished Peer Award-Mobile, Remote and Wireless (inaugural year)
• INTERNATIONAL NORTEL NETWORKS USERS ASSOCIATION (INNUA)
– Selected as Special Interest Group Vice President of Call Center Peer Group
• HEART OF AMERICA NORTEL NETWORKS USERS GROUP (HoANNUG)
– Selected as Training and Special Programs Coordinator of HoANNUG
• Information Technology Infrastructure Library (ITIL) Awareness and Foundation Certified
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