Project Manager Customer Service

ROBERT T. WERY

IT MANAGER

Strong IT management professional with natural leadership skills used to drive process improvements fueling measurably higher productivity, customer service and profitability. Highly analytical problem solver with results-driven planning, forecasting and goal-setting skills used to formulate successful action plans. Innovative project manager able to successfully complete initiatives by deadline. Keen communicator proficient at interacting successfully with diverse audiences from direct reports to senior management. Intuitive personnel manager with proven staff development skills.

Process Improvements • Service Desk Operations • Project Management • Software Management

Staff Management • Database Administration • Software Installation • Inventory Management

Staff Scheduling • Local Area Network • Network Administration

PROFESSIONAL EXPERIENCE

SCHENCK SC, Appleton, Wisconsin • 2004- 2012

Firm with 9 locations providing such services as accounting, payroll, retirement planning and medical billing.

Manager, Information Technology

Directed service desk operations, including managing and evaluating the performance of a 7-person team, scheduling, trend analysis, staffing, and processes and technology. Resolved service desk concerns, working with department and infrastructure staff, office managers, and shareholders as necessary. Reviewed and approved daily departmental invoices, procuring 90% of all IT acquisitions. Managed asset and software inventory. Participated in quarterly IT committee meetings to discuss purchases, communication to all offices and current company objectives. Lead department meetings. Created and implemented policies and procedures such as for remote access, data retention, data encryption, and software and hardware inventory.

Financial/Operational Highlights:

• Wrote job descriptions and implemented training plans for each IT department position.

• Hired numerous new employees.

• Researched, proposed and won approval to install new service desk software.

• Negotiated with toner/printer company to roll parts and labor fees into toner costs for an annual cost savings of $10K.

Project Management:

• Assisted in the setup of an Information Technology Infrastructure Library (ITIL) framework.

• Established asset management procedures for 1000+ assets.

• Served as IT project manager for 1 office relocation and 2 office renovations.

• Inventoried and undertook ongoing tracking of all firm software.

CONNECTING POINT, Green Bay, Wisconsin • 1999-2004

Reseller of computer and network equipment. Installation and configuration.

Service Administration Manager

Improved service department profitability by $1M during employment through such initiatives as sales consulting, and improved customer service, including how walk-ins were greeted and served and changing the voice mail greetings to be friendlier and more informative. Managed 3 direct and 30 indirect reports. Overhauled workflow to improve client satisfaction and overall proficiency. Helped company maintain high-level education and customer satisfaction levels with such vendors as Compaq (now HP), IBM, Apple, Epson, Novell, Microsoft, and Xerox. Handled repairs, network support, and web hosting servicing invoices. Coordinated warranty replacement ordering and claims.

Process Improvements:

• Generated metrics tracking billable hours against claims to determine the profitability of warranty work.

• Streamlined warranty work claim process to better track changes by computer and printer vendors to their warranty claim processes and ensure proper claim submission and full payment for services rendered.

• Formulated training plans of action for engineers and technicians to maximize the amount of income earned on each warranty claim and to help the sales department promote team as the “most educated” in the area.

• Centralized the location of service administrative staff to increase their accessibility bench technicians and network engineers, saving time and creating a more unified work environment.

• Developed a skills-based spreadsheet to better schedule engineers and help new engineers identify the experts in specific areas.

OFFICE TECHNOLOGY, INC., Green Bay, Wisconsin • 1998-1999

Reseller of computer products and technology with 300 employees in 3 locations.

Project Manager • 1999

Accompanied account representatives on calls as a sales engineer to ensure accurate communication of project expectations, requirements, and other components to the customer. Updated sales and service departments on current and upcoming projects. Spearheaded internal project and periodic meetings to brief customers on status and updates. Met with individual sales team members and network engineers to ensure the suitability of projected solutions and schedule availability. Orchestrated comprehensive project details, including generating reports and metrics to the assess health of and the scopes and deliverables for all projects.

• Implemented a flat rate project fee to assist clients in budgeting for service, fine-tuning project’s management to average a higher hourly profit.

Network Engineer • 1998-1999

Performed network installations and troubleshooting on both servers and PCs, completing such functions as software installation, virus clean up, and hardware construction.

• Served on 2-person team to install 3 servers and 500+ computers for a local school district.

• Recommended and won approval to implement an Intranet site to provide network engineers with a central location for knowledge transfer and driver storage.

• Fostered stronger communication between the sales and service departments by suggesting joint meetings to gain understanding of each group’s contribution to overall company success.

NOTE: Additional work history includes positions as an Information Systems Coordinator and Training Manager for the United States Marine Corps.

EDUCATION

Associate Degree in Business Administration

Bachelors Degree in Information Technology (Magna Cum Laude)

American Intercontinental University Online, Hoffman Estates, Illinois

PROFESSIONAL DEVELOPMENT/ TECHNICAL SKILLS

Certification in Information Technology Infrastructure Library (ITIL) Foundations • Microsoft Project

Professional Business Writers Course (SkillPath) • Self Management Strategies (Inspired Training Institute)

Servers: HP, IBM • Windows NT software • School administration/Security software

Microsoft Windows 4.0 network operating systems

AFFILIATIONS

Vice-President of Communication, Titletown HDI

Former President and Vice-President of Programs, Titletown HDI

MILITARY

United States Marine Corps – Locations worldwide – Honorably Discharged – Secret Clearance

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