Description
SUMMARY OF QUALIFICATIONS * Proven manager with technical & organizational development experience and a strong sense of developing others. Driven by a focus on external client communication, continuous process improvement and strong focus on KPI's. Experience in working and managing in corporate environments. * * Disaster Recovery: Design, Implement and Execute. * Call tracking solutions: Remedy, Quintus, Peregrine, and Maximo * Lead team to meet or exceed SLA levels. * ITIL Foundation Certificate in IT Service Management. * Participated in triage calls. * Lead team in the areas of production, quality and customer service. * SIGNIFICANT WORK EXPERIENCE Bank of America/Countrywide, Chandler, AZ 1996 - 2016 Technology Manager / Project Manager 2013 - 2016 * Managed support scheduling, coordination, and service-level driven results for 10 buildings, and over 6,000 end users. * Drove a project to upgrade memory in 1,000 systems. Project was completed week ahead of schedule. * Managed a small team that resolved over 3,000 tickets in 2015. * Achieved the largest in house move by leading a team of technicians to drive a 3200-user workstation re-stack. The project was across a 10-month period involving 4 different locations. The project was done on time with little to no issues. * Achieved at 50% cost savings over outsourcing. * Key member of the department's consumable charge review team, identifying and removing $2K from the monthly chargebacks. * Driving target goals for ticket volumes, service-level adherence, and business partner satisfaction. * Providing regular feedback on compliance with targets, coaching and when necessary disciplinary activities. * High team retention and promotions. Robert Ehrengruber rehrengruber@cox.net (480)-285-8097 Team Manager, (2004 - 2013) * Managed a team of 7 technicians in different states supporting and maintaining over 2000 business critical servers 24/7. * Ensured training and documentation was current. * Provided regular feedback on compliance with targets, coaching and disciplinary activities. * Between 2005 - 2008 implemented and refined disaster preparation and recovery efforts for 30 Hurricanes and tropical storms. * Managed break fix activates remotely. Technician Analyst 2 (1996 - 2003) * Insured the availability of servers, workstations, and printers by troubleshooting Windows 2000, 2003, network logon problems. * Diagnosed printing problems. * Diagnosed WAN issues, and other networking problems. * Performed and assist with server swaps, * Resolved problems that involve network crashes, network performance issues, system release issues, printer issues, RAZ access, and VPN access. * Assisted and the technical assistance for relocation and new branch setups. * Assisted upgrading servers and workstations from Windows NT 4.0 to Windows 2000.
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