Ronald Crolla

Provides customer support for eleven Florida agencies in the Northwood Data Center. Effectively manages the Service Modification process through the project life cycle by placing focus and priority on defining project scope. Prepares and provides weekly status reports with planned completion dates and status of major deliverables and milestones. Successfully executes the 8 processes of Project Management - Scope, Time, Cost, Quality, Human Resource, Communication, Risk and Procurement. Develops project plans and schedules. Effectively runs and facilitates project meetings with customer, including pre-meeting preparations (agendas and calendar invitations) and meeting follow-up (minutes and action items). Creates and delivers customer proposals and cost estimates pertaining to Windows and Linux servers, Network connectivity, SQL, UDB and Oracle database support and IBM mainframe support. 

Change and Release Management Administrator

2010 - 2012

Change and Release Management Administrator for the ACCESS Program Office. Project leader, application testing, technical writer and documentation specialist, web services and disaster recovery team leader. Customer service.

Technical and Field Support Specialist

2010 - 2012                    

Responsible for overseeing statewide deployment of computer hardware and office automation software (asset management). Prepared statistical reports, studies, and research materials for Executive Management related to operational trends and strategic program objectives.

Help Desk Supervisor 

2005 - 2010            

Managed 15 technical agents and two team leaders in Help Desk operations that supported approximately 250,000 customer requests per year while maintaining a 6% overall abandon rate. In charge of advertising, interviewing, hiring and development of employees. Researched and prepared statistical reports for Executive Management. Supervised Quality Assurance and disaster recovery teams.

Help Desk Team Leader     

2003 - 2005                                                                                                                 

Supervised team of five Help Desk analysts in application, network, mainframe, software and security support for multiple Florida Agencies, Private Providers, and other organizations. Researched and prepared statistical reports for Executive Management.

Telecommunications Specialist               

Application, network, mainframe, software and security support for multiple Florida Agencies, Private Providers, and other organizations. Monitored Florida network backbone and the Governor’s website (myflorida.com).