A well rounded IT Service Delivery Professional with an expertise in technical support and helpdesk operations. A persistent, dedicated, and resourceful leader.

COMPANY	POSITION HELD	DATES WORKED
Simdesk Technologies	(Confidential)	2/2006 - 8/2007
KBR	(Confidential)	7/2004 - 1/2006
Compaq Computers	(Confidential)	8/1993 - 11/2001

SCHOOL	MAJOR	YEAR	DEGREE
Control Data Institute	Computer Technology	1982	Trade School Degree

Highlights:

• Completed a 17-month assignment in Iraq supporting IT missions and projects with KBR • Built a successful level-two technical support team for a start up SaaS provider that also absorbed added operational duties through attrition and company re-organizations • Replaced the incumbent level-one outsource provider with a stronger partner and reduced outsource costs by over 75% • Co-developed and delivered a Customer Service and Troubleshooting Skills training program geared toward technical support and help desk specialists

Companies I like:

Administaff, KBR, Hewlett Packard, Flour, Raytheon, Chevron, Texaco, Exxon

Project/Program Management
Strategic Planning
Design Organizational Process, Design for Six Sigma (DFSS)
Performance Reporting and Analytics
Profit and Loss (P&L) Responsibility
Microsoft Office
Operational Excellence
Presentation Skills
Business Writing Skills
Business Analysis
Sales Force Automation
Sales Interpretation
P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• technical support manager
• help desk manager
• service delivery manager
• implementation
• support center
• Technical support
• helpdesk
• training

I built a successful level two technical support team from the ground up for an internet software startup. I developed training guides for resellers of the company product to use when training level one personnel.