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Professional resume highlighting my experience.


SUMMARY

Seasoned design professional with outstanding project management experience in Information Technology with a proven record of delivering results and quality improvements through well managed on time projects.  Exceptional results coordinating and negotiating with outside vendors to reducing spend.  Customer focused with experience in staff development including, training, coaching and evaluation.

COMPUCOM - Contractor for General Electric
Louisville, KY • March 2007 – March 2009
Asset Management Team Lead

  • Responsible for troubleshooting telecom devices, PDA’s, email server issues and the configuration and support of all telecom related devices used within the Consumer and Industrial division of GE.

  • Manager duties included supervising technical staff as well as assisting in annual reviews from two departments, the Asset Management Telecom and Asset Management PC department.
  • Developed extensive process improvements in order to streamline the Telecom department to ensure the department became a model of excellence.  Daily duties include, but were not limited to: project management, providing metrics and reports, team management and reviews, develop departmental improvements, documentation creation and occasional design and web site management.

  • Implemented deactivation cost saving measures to reduce yearly service fees by $56,532 for 2008.

  • Consolidated ordering forms and implemented new processes to reduce the overall ticket volume by 75% and reduce the open to close 15 day average to a 4.2 business days to meet SLA metrics.

  • Provided metrics and created best practice documentation based on the project management work I did for the telecom department to business leaders within CompuCom.  The documentation played a major role in allowing CompuCom to close a 1.2 million dollar business opportunity Fidelity. 

  • Participated in Six Sigma work outs to develop a new NPI (New Product Integration) process.  Once the process was implemented, I maintained full ownership of this process from alpha to beta stages and tracked the devices and logged quality control metrics generated from the testing groups. 

  • Developed a tracking system to capture undocumented customer interaction.  The system was implemented in November 2007 and by March 2009 a total of 790 individual cases were logged totaling over 500 hours of otherwise unnoticed work.

  • Evaluated, logged and process mapped all aspects of the department to create a 220 page-training manual for Asset Management Telecom department for the training of new hires.  Manual also included process maps created in Visio of troubleshooting procedures and department processes.

  • Established a business relationship with e-Cycle, an electronics recycling company to develop a process for effectively deactivating and recycling existing devices. A total of over $30,000 in revenue was generated, as well as a monthly savings of $2500 in revolving provider service fees from July 2007 to January 2009.

CHARTER COMMUNICATIONS
Louisville, KY • Nov 2001 – January 2007
Technical Support Lead

  • Used troubleshooting techniques on a daily basis to assist Charter employee’s in troubleshooting field related issues as well as Ethernet, LAN/WAN networking equipment, node, blade, DNS, DHCP and routing and signal issues.

  • Consulted with liaisons with markets across the US to successfully resolve customer issues.  Resolved issues with a sense of urgency and remained customer focused while assuming ownership of escalated customer issues or concerns.

  • Presented process improvement ideas to management which played a key role in revamping and streamlining the lead department.  Changes to the department reduced call times, improved representative to lead interaction and dramatically improved the quality of the department.

  • Provided weekly metrics to supervisors regarding troubleshooting calls, server down times, missed customer expectations, phone state statistics, reported outages and departmental improvements.

  • Independently designed and created over 100 training guides as well as a wide range of materials for Charter Communications

COMMONWEALTH PRINTING
2901 S. 2nd St. • January 2000 to November 2000
Electronic Pre-press Technician

  • Established strong customer relationships with clients by working with customer specifications and information to develop, from concept to print, publications such as sales materials, brochures, technical manuals for clients ranging from local business to higher profile clients such as PGA Valhalla, Azko Nobel and the Kentucky Lottery.

  • Electronic pre-press duties included, 2 and 4 color separation of artwork, photo-retouching, pre-flighting, typography, page layout and creative design.

  • Served as webmaster for the business, maintained e-mail accounts, tracked web reports, and provided content design updates to the web site.

MORNING AUGMENT – Louisville based Band
May 2006 - Current

  • Website creation and administration, video editing, logo and CD layout and design.

TERRYHARPER.COM – Louisville based national music promoter
May 2007 - Current

  • Creation of various promotional materials for print and digital use.

ANTHEMBOY | HOME SKATESHOP | RIOT SKATEPARK – Local skateboarding Businesses
June 2001 – Current

  • Product and logo design, video editing, designed and maintained company websites.

LOUISVILLE METRO PARKS – Division of the Louisville Government
May 2004

  • Creation of website from concept to completion to promote the Louisville Extreme Skatepark and designed a new logo to represent the skatepark.

BRIGHT FOUNDRY – Locally owned and operated bronzing company.
November 2002

  • Develop new website site architecture, graphics and content for existing website.

PROGRESSIVE SPORTS INC - Amusement and recreation services
May 2002 - Aug 2002

  • Creation of magazine advertisements, logo design, video editing and website creation to promote PSI-Fest, a major extreme sports contest to be held in Louisville, KY.

APPLICATIONS

Visio, Microsoft Office Suite (Access, Excel, Word, PowerPoint), Adobe Creative Suite (Photoshop, Illustrator, Flash, Dreamweaver), Publisher, Adobe Premiere, Final Cut Pro, Ableton Live, Reason and DVD Studio Pro.

SKILLS

Operations Management, Advancing Company Initiatives, Cost Reduction and Data Analysis.  Strong technical support regarding the troubleshooting of internet related issues.  Solid knowledge of servers and network systems including DHCP, DNS, blade, nodes and troubleshooting routing issues.  Mastery of electronic media including web layout and design, photo manipulation and creative design.  Photography skills include cinematography, video editing and shot composition.