SUMMARY:

Proven technical services professional and team leader with over 30 years experience providing leadership, development, maintenance,, and process improvement in various IT, Field Service, and Distribution environments. Complementary skills in team management, project implementation, scheduling, planning, process development and documentation, and extensive experience providing team leadership, and developing customer service processes and procedures.

SKILLS:

Operating systems: DOS, Windows 3.1 to Windows 7, NT Server to Server 2008R2, Mac OS (all), Microsoft Office (all), Appleworks, iWork, FileMaker Pro, OpenOffice.

Hardware support for: PC \ Server, Analog & Digital reproduction equipment, facsimile equipment, automated mailing, shipping & weighing systems. Electronic test equipment (meters, oscilloscopes, probes).

Software programming and debugging: Basic, Fortran, COBOL, Pascal, and SmallTalk80. ITIL Foundations. SDLC.

Technical reporting: root cause analysis, performance metrics and analysis. Extensive customer service experience and . Management team building, evaluation, scheduling, instruction, negotiation, and performance improvement strategies. Inventory control and tracking. Knowledge base administration and development (Primus, etc). and process documentation creation, maintenance, and tracking.

PROFESSIONAL EXPERIENCE:

Confidential, Englewood, CO

Technical Writer

Responsibilities:

• SharePoint Administrator
• Develop and maintain a team SharePoint site for the TCoE and administer the daily use
• HP ALM Administrator
• Application administrator for all ALM daily activities (domains, projects, users, and technical support)
• Implement a new, upgraded platform for ALM 12.5 (new server architecture, and application upgrade)
• CA Service Virtualization Administrator
• Application administrator for all Service Virtualization daily activities (domains, projects, users, and technical support)
• Work with SV Technical Test Lead to identify needs and requirements for virtualized applications
• Work with Application Architects and Analysts to identify workflows for HL7 message exchange requirements
• Create Project documentation
• Project Charter
• Business Requirements
• Technical Requirements
• Design, implement and manage a Change Control Board & Governance structure for the TCoE
• Develop and maintain all documentation for the TCoE
• Policy, Process, Procedure, Templates, Reporting,, and Job Aid documentation
• Work closely with TCoE Manager to identify strategic paths for the TCoE roadmap and the associated documentation

Confidential, Colorado Springs, CO

Technical Solutions Rep

Responsibilities:

• Assist technicians with complicated issues not covered by standard processes, or known solutions.
• Determine via troubleshooting root cause of issues for resolution or escalation
• Maintain, update, and refine technical services knowledgebase.
• Develop and implement new processes and associated documentation.

Confidential, Colorado Springs, CO

Technical Support Analyst

Responsibilities:

• Log, resolve and route reported incidents from DOE employees regarding technical issues.
• Determine via troubleshooting root cause of issue for resolution or escalation.
• Support provided for hardware, operating system and applications, account and password issues.

Confidential, Colorado Springs, CO

Technical Solutions Rep

Responsibilities:

• Help desk Subject Matter Expert (guidance and information resource for help desk techs, leads, QA, and staff).
• Point of contact and technical for higher tier support staff, project management, and IT Support.
• Manage Help desk support staff via Team Mentoring Program (guidance, and to a support staff sub - group).
• Provide technical quality review and editing for new documentation (Knowledge base, and process documentation).
• Instructor for assigned programs and initiatives.
• Special projects (assist with development,, and implementation of new service desk processes, tools, and capabilities).
• Provide desk support as a ‘Back-up Team Lead’ as needed.

Confidential, Colorado Springs, CO

Technical Solutions Rep

Responsibilities:

• Resolve Networking issues (wired / wireless / VPN).
• Messaging support (email, IM, LiveMeeting, EAS mobile device, VOIP telephony, and all Office applications).
• Desktop support (OS, IE, hardware, peripheral, and network/local printer connectivity).
• Beta software support (Vista, Server 2008, Windows 7, Server 2008 R2, Office 2007, Office 2010).
• Manage inbound calls (generate, resolve, escalate service requests).
• Customer relations and (resolve contentious situations, and provide information on proactive measures to avoid another instance of the issue).
• Back-up Subject Matter Expert (for all supported issues).
• Special projects (assist with development,, and implementation of new service desk processes, tools, and capabilities).

Confidential, Colorado Springs, CO

Helpdesk Technician

Responsibilities:

• Messaging support (email, IM, LiveMeeting, EAS mobile device, VOIP telephony, and Office applications).
• Desktop support (OS, IE, hardware, peripheral, and network/local printer connectivity).
• Manage inbound calls (generate, resolve, escalate service requests).
• Customer relations and (resolve contentious situations, and provide information on proactive measures to avoid another instance of the issue).

Confidential, Centennial, CO

Senior Customer Service Representative

Responsibilities:

• Provide team leadership, technical expertise, and productivity support.
• Customer Service: onsite technical / repair services, customer relations / support.
• Front line contact to address all customer needs and requirements.
• Sales support: assist sales staff with technical support, lead generation.
• Onsite support for networked and digitally connected product. Including: installation,, and ongoing support for hardware, software, and customer concerns.

Confidential, San Jose, CA

Regional Distribution Manager

Responsibilities:

• Manage shipping, receiving, set-up and installation of product for AK, Northern CA, CO, HI, ID, OR, WA, and UT.
• Manage office, technical staff, and warehouse personnel. Provide leadership to promote innovation, efficiency, and productivity.
• Develop, establish and maintain policies and procedures documentation and implementation.
• Provide performance goals, coaching, and personnel reviews.
• Track operation objectives and s.
• Manage Inventory Control for 30+ million dollar inventory of parts, supplies, new, returned, and re-manufactured product.
• Coordinate product delivery / installation / removal with customer, sales, and service.
• Address all issues regarding satisfaction and performance of product distribution, and re-manufacturing.