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Career Profile
Dedicated and accomplished Technical Operations Leader with over 20 years of experience and a solid track record of achieving exceptional levels of efficiency and productivity along with a demonstrated background in handling complex technical support operations. Possess high-level communication and analytical skills with a commitment to superior customer service. Offer solid leadership abilities with experience in managing cross-functional teams and implementing innovative processes.
Key Competencies
Technical Support Management Call Center Support Staff Management & Training Attention to Detail
Risk Mitigation/Disaster Planning Budget Development & Design Vendor Management Contract Negotiation
Needs Assessment Project Management Lean Principles (Six Sigma) Client Relationship Management
Professional Experience
Cardinal Health, Dublin, OH March 2006-Present
Project/Technical Analyst-End User Client Support
Direct day to day technical and project management functions within a fast-paced environment with a focus on increasing productivity and operational efficiency levels
Design and implement innovative operational procedures, review and resolve technical software/hardware issues, and act as a Subject Matter Expert in regard to technical inquiries
Play a lead role in supporting various technical systems for over 35,000 individuals which includes Windows operating systems, Microsoft Office Suite, Cisco VPN, and Citrix along with an extensive amount of hardware systems (printers, desktops, laptops, etc )
Recognized as the back-up Technical Analyst for Level 2 support due to a demonstrated background in successfully identifying and solving complex issues
Instrumental in several IT related projects which requires identifying project scope, implementing timeline requirements, and overseeing project quality levels prior to completion
Knowledgeable of VPN, SharePoint, Okta verify, and Citrix virtual desktops
Additional Professional Experience
Contract Technical Analyst, Washington Mutual/Console Energy/Emerson Process Mgmt., 2004-2006
Assistant Vice President/Supervisor/Project Lead, First Horizon Home Loans, 2000-2004
Specialist 5, Communications Technician, United States Army (Honorable Discharge)
Education & Certifications
Master of Business Administration, DeVry University, Columbus, OH
Master of Project Management, DeVry University, Columbus, OH
Bachelor of Technical Management, DeVry University, Columbus, OH
Certifications Include: Lean Six Sigma Certification (White, Yellow, Green), Microsoft Certified System Engineer (MCSE), and A+ Certifications
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