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Summary

Over 15 years’ experience in service desk management and technical support operations. Successfully managed help desks, desktop support, and security administration in diverse industries

Work History

Jun 2009Apr 2013

Manager

Pearson

eCollege Help Desk Manager·

  • Created strategy and oversaw daily operations for a 130 person local call center as well as 250 remote staff.
  • Collaborated with fellow managers and peer departments to introduce new 2 tier strategy for maintaining support levels while adapting to strategic changes.
  • Maintained direct reporting employees in Denver, Indianapolis, and Boston. Managed remote teams in Boston, Glenview, India, and the Philippines.
  • Improved employee job morale and performance through the implementation of a metrics based scorecard system, and an employee recognition program.
Sep 2007May 2009

Support Services Manager

The Sports Authority

Support Services Manager

  • Implemented an ITIL operations structure of Incident Management and Problem Management by creating management processes, reinforcing operations best practices, and providing key metrics.
  • Reduced abandoned calls average to less than 10% and improved average speed of answer for calls by more than 55% within the first 3 months
Mar 2006Sep 2007

Help Desk Manager

Colorado Community College System

IT Help Desk Manager

  • Coordinated virtual help desk operations for 13 community college campuses and 6 Colorado state technical schools.
  • Developed over 50 new technical support processes for help desk support of more than 150, 000 Colorado state students, faculty, and administrators.
  • Implemented new Help Desk software, Numara Footprints, and served as Systems Administrator. Installed Footprints for 13 state community colleges.
Aug 2004Mar 2006

Help Desk Supervisor

Istonish, Denver

Help Desk Supervisor

  • Implemented the start up of a successful 20 person multilingual help desk in support of JD Edwards enterprise software.
  • Maintained 2 direct reports on a remote team in Pleasanton, California.
  • Drafted and published metrics reports for monthly presentations that highlighted successful fulfillment of SLA's and customer expectations.
  • Created a help desk knowledge base by documenting over 150 technical procedures along with department support processes.
Mar 2001Mar 2004

Security Supervisor

Janus Capital Group

 IT Security Supervisor

  • Successfully reversed chronic failing trends by reducing overall security findings by 85% within the first 90 days.
  • Revised over 20 procedures and guidelines.
  • Coordinated security administration operations with corporate offices in Denver, London, Tokyo, and Milan.
  • Oversaw a year-long project to successfully correct major SAP security findings. Coordinated efforts with internal and external resources to pass audits.
Feb 1998Mar 2001

Unix Help Desk Supervisor

Qwest Communications

Unix Help Desk Supervisor

  • *Managed help desk operations and desktop support for Sun OS and hardware.
  • Trained 9 person Unix start-up support team in basic Unix operating system and technical support
  • Implemented usage of call center metrics into technical support daily operations and extended strategy

Education

Aug 1980May 1984

B.A

The Citadel

Bachelor of Arts, English