Resume of Director, Technical Services

Title
Director, Technical Services

Primary Skills
Dynamic Management Professional with 20+ years experience in information technology and IT client services and support.

Location
US-IN-Greenwood

Posted
Feb-01-08

Objective To obtain a challenging Management position that will effectively use acquired expertise and experience.

Profile * Dynamic Management Professional with more than 20 years experience in information technology and IT client services and support.
* Expertise in customer needs assessment, hardware/software configurations, staff supervision, and business operations.
* Experienced in client services and support, project oversight, budgeting, inventory control, quality assurance, and client relations.
* Superior communication, interpersonal, administrative, organizational, problem solving and leadership skills.
* Proven ability to work effectively in both independent and team situations and with board of directors.
* At ease in fast-paced work environments with changing responsibilities.
* Quick learner able to grasp new ideas, concepts, methods and technologies.
* Energetic, innovative and self-motivated team player.
* Proficient with various Microsoft Products and other applications.
Relevant Experience & Accomplishments
Program Coordination
* Established nationwide PolyGram Holding/Universal Music remote support function. National sales branches were not supported. Performed equipment, software and infrastructure inventories impacting sales, distribution and administrative functions. Established priority based support system. Integrated work-at-home function. Single-handedly supported 325 employees.
* Consolidated seven PolyGram offices and warehouses into one.
* Designed space, systems, software, power, cabling and interconnectivity to centralize data center function.
* Coordinated construction. Built cross-functional teams to move equipment. Expert planning allowed for most efficient move of equipment that IBM had ever encountered. Conversion was done in less than 24 hours. Cutover was 100% trouble free.
* Selected to manage critical introduction project. Identified two locations to introduce company's first worldwide implementation of new operating system. Supervised team to integrate 135 desktop employees. Built strong user relationships. Rolled out seamless cutover of XP SP2 with active directory.
* Wrote and administered three separate Disaster Recovery Plans for Corporate Data Centers.
* Designed service development plans and conducted operation assessments.
* Formulated, wrote, and implemented IT departmental procedures manuals for staff.
Management/Supervision
* Directed recruitment and retention of supervisors and staff of 50 employees.
* Trained, supervised and evaluated staff, coached improvement management skills.
* Spearheaded multilateral staff achievement of work objectives.
* Managed the annual Disaster Recovery testing for three corporate data centers.
* Successfully refined and implemented new projects.
Employment
Technical Services Manager, Universal Music Group, Fishers, IN
* Managed all client services and support for both Fishers, IN facilities; providing IT desktop, hardware, software support for 135 clients. Managed several projects for the rollout of new equipment, software and network connectivity with the migration to Active Directory and the use of SMS. 2006-2007
Client Services - Remote Manager, Universal Music Group, Fishers, IN
* Managed the daily technical activates related to client services for our 10 remote sales branches throughout North America and Mexico.
* I personally provided second and third level IT support to 325 clients in the remote sales offices and several clients that worked out of their home offices. 1999-2006
Equipment Support and Services Manager, PolyGram Holding, Inc., Fishers, IN
* I was responsible for maintaining and inventorying, managing and servicing computer equipment throughout the PolyGram North America companies.
* To include the Corporate Data Center and environmental equipment. 1992-1999
Computer Facilities Manager, PolyGram Holding, Inc., Fishers, IN
* Directed personnel and physical resources concerned with the continuing production of computerized systems and functions.
* Was responsible for the subsidiary functions of the Corporate Data Center, Production Support Department and Facilities Planning and Disaster Recovery. 1986-1992
Production Services Manager, Professional Data Management, Indianapolis, IN
I was responsible for the day to day operations of the Corporate Data Center.
Prior Experience
Community
Involvement Sacred Heart Catholic Church, Parrish Council Member at Large
Sacred Heart Catholic Church, Eucharistic Minister
The Suds Hot Rod Club, Member

Education A.A., Business Management, Lockyear College, Indianapolis, IN
Computer Science Coursework, Clark College, Indianapolis, IN
Numerous Continuing Education classes, Microsoft, Novell and Management

Honors & Awards (2) U.S. Army Commendation Medals
Honorably discharged from U.S. Army and USAR

Certifications
See above


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