Manager, Technical Help Desk / Information Security

EDWIN M. DAHMS

810-***-**** (h) miked***@ att.net 734-***-**** (c)

SUMMARY:

Proven technical manager; experienced applying customer service methodologies/system support techniques. ITIL Foundation, Project management certified; ITIL Support & Restore Practitioner trained. Experienced in evaluating/applying governmental and industrial guidelines; implementing sophisticated products / applications. Effective personnel trainer; training manager.

ACCOMPLISHMENTS:

Managed Technical Help Desk / User Access Administration teams

• Provided internal inbound call support to over 2800 users; SLA of 80% of calls answered in 30 seconds; staff of eight (8) direct reports providing 1st / 2nd tier support for average 6000 calls / month; supported over 65 bank-specific applications

• All personnel actions responsibility – hiring, firing, evaluations, scheduling, coaching, and mentoring

• Established/maintained server / application security access; received ‘no findings’ results in all audits – internal, external, and federal – during past 2 ½ years

• Corporate Change Control Board member; technical project implementation advisor; ITIL Service Desk Implementation lead

Customer Service support - provided incoming call support for dedicated client base -

• Supported onsite internal partners and external clients in a high volume, technical implementation inbound call environment.

• Managed over 15 concurrent client accounts on a rotational basis with project management tracking responsibility.

• Provided new hire and mentoring training for peer group; chaired weekly / biweekly technical meetings; provided hiring / evaluation recommendations to upper management; Subject Matter Expert for over 40 consultants.

Technical Support Supervisor

• Directed team responsible for all electronic file transfers to/from third party providers

• Developed, implemented, maintained transfer jobs in Autosys application

• Implemented triage team to expedite existing, new job requests; reduced processing time by approximately 60% from 5 -7 business days to 3 day average.

Managed implementation team

• Managed up to 17 consultants providing incoming call support to clients / internal partners. Served as first escalation point for any issues; primary external customer contact point

• Ensured project plan milestones met; provided periodic updates to stakeholders, client steering committees

Implemented customer help desk / triage;

• Designed / presented all training; developed operating procedures, training and user guides

• Reduced call volume to Implementation teams for ‘common’ issues; reduced response time for external client calls

TECHNICAL SKILLS

Troubleshooting systems including Citrix servers, Cisco routers, firewalls Network operation, configuration,

Desktop PC support / build / repair / troubleshoot Interfaces; design, operation, CA Unicenter software

PC / Application operations / troubleshooting to component level Client server technologies; configurations/troubleshooting

Technical Help Desk management Incident Management ticketing systems

EDUCATION

BS, Business Administration, Suffield University ITIL Foundation certified; Support/Restore Practitioner

Electronic Technicians Certificate, NVCC Substitute teacher, Grades K - 8

Project Management Certificate, Suffield University Design for Results, Needs Analysis training

Group Training Workshop, Presentation Skills Prime Power Production Course, Army; top 17 of class

Management by Objectives Netg Online: Advanced Project Management, Six Sigma

EMPLOYMENT HISTORY:

Manager, Technical Help Desk/User Access Administration, Citizens Bank, Flint, MI 2005 - Present

• Managed two independent teams, coordinated operations; implemented Reward/Recognition program to increase moral; started internal training by peers, subject matter experts to standardize expertise across teams.

o Technical Help Desk (THD) handling 6000 calls / month; automated database lookup to speed call response; utilized desktop paging techniques to eliminate need to manually page; introduced triage concept that consistently brought SLA above 80% calls answered within 30 seconds by 8 person staff.

o User Access Administration (UAA) maintained application level security for 2800 bank employees across over 80 applications with a 6 person staff; segregated duties to provide consistent attention to new requests, projects, on-demand activities, and meeting SLA’s with existing staff.

Implementation, Technical Support Management; Automatic Data Processing (ADP), Ann Arbor, MI 1998 - 2005

Implementation Consultant (IC), Lead IC, Engagement Manager (EM), Interface Support Supervisor

• Provided day-to-day IC contact during new client implementations; hardware and software configurations; coordination with remote clients to ensure operations; establish connectivity; provide OJT to end-users.

• Lead IC provided direction, training, and assistance in all phases of implementations to junior IC’s; developed department functional guides, end-user documentation; provided new hire training

• Proposed, designed, implemented, created procedures for; trained Implementation Help Desk; staffed with three contract personnel; Help Desk served as first response location for all inbound customer calls

• Engagement Manager controlled account progression to adhere to specified timelines; managed external resources to complete required tasks on time; managed IC’s assigned to project; and directed client / regional support center contact/coordination to maintain correspondence through project completion.

• Interface Support Supervisor - Managed team of technicians responsible for electronic communications to respond to interrupt driven incident requests; developed Autosys programs / processes to control over 5,000 scheduled jobs. Success rates on transmissions averaged over 97%.

Senior Trainer (Consultant), Integrity Systems Professionals, Inc., Grand Rapids, MI 1997 – 1998

• Responsible for training program design, development, presentation at a financial institution performing a system conversion to a GUI Oracle-based management system.

• Initiated “Brown Bag” sessions to familiarize new users with general GUI operation

• Designed, presented modular training program to allow multi-discipline training in a single session, alleviating scheduling conflicts for functional areas

• Prepared training workbook that incorporated general familiarization exercises for all attendees, and task specific exercises based on functional area

• Completed program design, implementation, presentation to over 150 attendees during first 60 days on project

Technical Consultant – various companies 1995 - 1997

Application Implementation

• Implemented hospital scheduling applications at remote, hospital clinics; Installed HW/SW; trained/supported users

Technical Writer

• Prepared project plan for procedures/manuals completion; advised on resource requirements; trained temp staff

• Developed user guides / end user documentation for Health / Benefits organization.

Training Coordinator

• Developed, documented, presented Operations and Maintenance courses to Automotive industry ‘Big Three’ on Powder Paint Shop equipment – spray booths, ovens and related processes

• Implemented computer-based training programs. Networked training department / documentation center for use of scanner, shared drives and printer resources.

• Initiated video capture program development by procuring, installing, and operating video capture center. Used to develop multimedia programs, interactive training programs

Training Coordinator, Glasstech, Inc. , Perrysburg, Ohio 1988 - 1995

• Developed curriculum, training programs for Technical Engineers and Client personnel in Operations, Electrical and Mechanical Maintenance areas. Designed, developed, and presented in-house "train the trainer" program for Technical Engineers. Evaluated attendees / prepared individuals to present training to global-wide customer base.

• Performed task / job analysis to identify required training items. Developed associated course objectives and evaluation criteria. Developed and implemented lesson plan formats and technical review criteria..

• Developed and implemented computer-assisted training programs in common skills, and general glass manufacturing theory areas. Developed and presented courses on System Controllers; Process-Computer Interfaces; Computer system organization and operation.

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