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Aggressive and goal oriented with 20+ years of experience with proven leadership skills in general office management and technology support operations supervision. Emphasis on effective and efficient communications with a successful record of working in team environments focusing on providing first-class technical support and customer service to clients and customers.

·Managed the first technology help desk for the Cook County Sheriff’s Department.

·Designed and maintained procedural operations manual for help desk department personnel as reference for day to day technical operational problem resolutions.

·Cultivated and nurtured a team work environment of mutual respect between department employees and customers.

Experience includes:

·Leadership / Team Building

·Staff development

·Instructional / Training Skills

·Technical writing

·First-ClassTechnical Support

·Customer-Client Service Skills

Abbreviated Job History:

Cook County Government - Cook County Sheriff

July 2012 - Present Director IDU/Disciplinary Hearing Board

December 2008 – July 2012, Technology Help Desk Operations Manager

August 1998 – December 2008, Computer Field Technician

June 1995 – August 1998, Finance Department - Auditor

Cook County Government – Clerk of the Circuit Court

March1991 – June 1995, Operations Manager-Information Technology

Belt Railway Company of Chicago

September 1988 – December 1989, Computer Operator

November 1985 – September 1988 Chief Clerk

January 1982 – November 1985, Railway Clerk

August 1976 – January 1982, Crew Dispatcher

Signature Flight Support – Midway & Ohare Airport (Part-Time)

May 1997 – November 2000, Customer Service Representative

Work experience

Mar 1991Present

Various Positions

Cook County Government

Worked various positions in Cook County Government from March 1991 to Present - Position titles and  responsibilities detailed as follows:

Jul 2012Present

Director IDU/Hearing Board

Cook County Sheriff

Managing IDU / Hearing Board operations and coordinating office work flow with IDU Staff. Assisting divisional administrators with improving operations related to the Cook County Sheriff's Hearing Board.


Developed and implemented an online reporting system to track statistical hearing board data to idenify areas in need of improvement.  Designed custom database reporting applications to track disciplinary hearing board disposition statistics and Cermak Hospital mental health staff disciplinary recommendations for detainees having mental health mitigating factors when infractions are committed.  Ensured detainee disciplinary operations achieved and remained in compliance of the Department Of Justice Agreed Court Order.

Dec 2011Dec 2013

Store Associate

Marshalls TJX Store
Providing first class customer assistance to Marshalls shoppers, assisting customers, answering questions, providing a variety of services - helping customers pick out items, informing customers of current sales being offered in the store, providing information regarding applying for the TJX Rewards Card and Credit Card, recovering returned merchandise, stocking shelves with new products and keeping the department clean and neat.
Dec 2008Jul 2012

Manager - Technology Help Desk Operations

Cook County Sheriff

Supervising Help Desk Technology Help Desk Operations personnel of sixteen employees in providing all first level technical support to all end users throughout the Cook County Sheriff's Department - 10,000+ employees.


·Improved operations through the design and implementation of a help desk unit operations technical procedure manual.

·Cultivated and encouraged a team atmosphere in which all employees maintained a mutual respect for each other and for the end users in which first-level support was provided.

Aug 1998Dec 2008

Computer Field Technician

Cook County Sheriff

Providing first-level technical support to all end users throughout the Cook County Sheriff's Department consisting of 10,000+ employees.  Troubleshooting and providing problem resolutions for all technology related problems and issues, installing application software, configuring TCP/IP with Cook County network specifications.  Provided instruction to the Cook County Sheriff's work force on using all county application software - IE: Microsoft Office Suite Products.


·Assisted in launching the Cook County Sheriff’s first technology department  technology help desk operations unit..

·Provided training and instruction to employees in using Microsoft Office Suite Applications.

May 1997Nov 2000

Customer Service Representative - Part Time

Signature Flight Support

Managing and coordinating all corporate aircraft related service requests to line service ground crew technicians - communicating with aircraft flight crew prior landing for aircraft and passenger servicing  instructions, processing fuel and landing fee billing, auditing fuel and landing fee billing.

Jun 1995Aug 1998

Finance Department - Auditor

Cook County Sheriff

Managing and maintaining Cook County Sheriff's Department accounts receivable and payable expenditures on Intuit Quicken Accounting Application.  Reconciling and balancing the Imprest Check Fund account, preparing reimbursement documentation for the Cook County Comptrollers Office and assisting the Sheriff's Budget Director with fiscal year-end budget analysis.


·Created an automated program for managing inventory control on Microsoft Excel application software.

Mar 1991Jun 1995

Supervisor - Technology Operations

Clerk of the Circuit Court - Cook County

Supervising The Clerk of The Circuit Court's Technology Department mainframe operations personnel (IBM ES9000),  running jobs, preparing and delivering reports to Chief Judge's Office, Clerks Administrative Staff and related-departments, running backups and performing IPL's for system upgrades and maintenance.  Managing department paper stock and special form inventory.


·Created an automated program for managing inventory control to monitor on hand balances and automatic notification of when to re-order.

Aug 1976Mar 1991

Various Positions

Belt Railway Company of Chicago

Computer Operator,September 1988 - March1991

Running jobs, printing and delivering reports for all departments, running backups and performing IPL’s for system maintenance and upgrades.

Chief Clerk, November 1985 - September 1988

Supervising rail traffic clerk operations - routing and processing all inbound and outbound rail traffic terminating into the Chicago area, entering all rail traffic information into the Belt Railway Rail Traffic Mainframe Application, preparing outbound train billing and providing information to rail customers and connecting railroad personnel.

Railway Clerk,January 1982 - November 1985

Processing all inbound and outbound rail shipment information, data entry of all shipment billing information.

Crew Dispatcher,August 1976 - January 1982

Managing train crew work force - filling vacancies, data entry of all train crew information, preparing train crew reports for railway administrators.


Jun 1990Sep 1990


Richard J. Daley College

New Horizons June 2000

Microsoft Access Beginning through Advanced


CompuMaster March 1999

Advanced PC Troubleshooting


CompuMaster May 1999



Harold Washington College December 1994

Mid-Management & Supervisory Training


American Institute November 1991

Hands-On Troubleshooting Maintenance and Repair Level 1



20 Years Experience

·Participated in Management Coursework while working at the Clerk of the Circuit Court of Cook County and the Cook County Sheriff’s Office. The management principles that I acquired were always used as I supervise and manage work teams. I firmly believe that out of all management principles, the most important function is Planning. A well thought out plan encompassing all phases of a project or task provides the best possibility of success. Providing support to the work team is also extremely important to succeeding.

Computer Applications and tools


I have solid experience of the following application software and tools:

·Microsoft Office Suite – Excel, Access, Publisher, Word and Powerpoint

·Intellitech - IMACS Jail Management System

·Remote Desktop – First Level Support Problem Resolution

·Active Directory – Password Resets

·Excellent understanding of departments and outside agencies as they relate to my department operations, as well as interdepartmental personnel contacts and contact information.

Awards - Recognitions


Letters of Commendation from department administrators

Speaking and Leadership Awards - Toastmasters International

Contact Information:

Bill Rohde

(708) 310-4902 Phone

[email protected] Email