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Work History

Jun 2013Present

IT Client Systems Supervisor

Mystic Lake Casino Hotel

Supervise and provide work direction to IT Systems Analysts and IT Desktop Systems Engineers providing level II escalation support on incidents for all hardware, software, network, and system issues. Manage asset lifecycle and hardware/software standardization. Lead the efforts, using ITIL as a base foundation, for problem management. Collaborate with other departments to reduce incidents through procedural changes. Act as an escalation point for incidents, service requests, and desktop technology changes. Provide analysis for improvements. Anticipate and determine causes of operational delays, and take appropriate action to meet schedules. Maintain 24x7 availability to address critical issues. Train, coach, and motivate staff. Provide technical leadership and procedural guidance to team members. Coordinate with management team to establish goals, plans, objectives and priorities that support the organization's technology plan and vision.

Apr 2012Jun 2013

IT Manager

Dell Compellent

Manage the day-to-day operations of the Copilot Support Engineer teams. Oversee real-time management, staffing level requirements, forecasting and workplace scheduling in call center. Work as guided by general policies and senior management. Select, lead, counsel and motivate teams. Develop and communicate plans/ objectives to others. Key Escalation point within the Copilot team for all customer issues.

Dec 2006Feb 2012

IT Manager/HIPAA Compliance Officer

Minnesota Oncology

Develop IT staffing model. Work with staff to ensure competency in all areas of work. Create improvement plans as necessary, and coach staff to achieve success. Manage staff meetings, geographic coverage responsibilities, and department initiatives. Oversee daily operations, and make coverage changes as needed. Grow and organize IT department via staff management and service documentation. Communicate initiatives and timelines to the management team. Collect feedback, and work with upper management to ensure customer expectations are met. Manage and coordinate IT initiatives including large scale hardware/software rollouts. Direct visiting and local IT personnel to efficiently complete projects and objectives. Provide daily local support at 11 physical locations throughout the metro area. Maintain and document hardware inventory. Create documentation of practices and procedures. Periodically evaluate and enforce HIPAA compliance.

Dec 2000Dec 2006

Help Desk Specialist

Viromed Laboratories

Maintain, troubleshoot, and repair computer hardware, peripherals, phone, network, and software issues. Maintain spare parts inventory of systems, subsystems, and component parts used in repair work. Prepare reports and logs of all work completed. Assist remote clients via telephone.

Jun 1998Dec 2005

Graphic Design/PC Support

Riverside Specialties

Produce original and recreated designs/logos for public organizations. Design, construct, and maintain computer systems used in the office.

Sep 1995Jun 1999

Computer Help Desk/Lab Consultant

St. Cloud State University

Troubleshoot computer problems and answer questions over the phone. Troubleshoot & repair systems on site. Assist students in computer software usage. Teach several programs
and subjects at varying levels in a classroom setting.

Education

19951999

Associates Degree, Electrical Engineering (pending MGM)

St. Cloud State University