Manager of Analytics and Member Engagement

• Feb 2019 - Present

As a multi-talented "Co-Op guy," I wear many hats that exploit my varied skills. I drive projects that engage Cooperative Members, and provide analysis of business data to drive continual improvements. I also assist the General Manager in running the day-to-day operations of the Propane Division, where I hold a Category E Propane Management credential from the Texas Railroad Commission. I own driving regulatory compliance with the myriad agencies that have jurisdiction over the propane distribution activity in the State of Texas, I coordinate required hazmat training and oversee the day-to-day activities of 2 CSRs, 5 bobtail drivers and 3 service technicians. I also ensure regulatory compliance for our Internet Division, coordinating with the manager of Internet and IT to ensure we are in compliance with all regulatory requirements for our internet division, including all required filings for our VoIP offering. I also administer a multi-site Mitel on-premises phone system, managing 6 switches, 2 SIP gateways, and over 100 extensions.ACCOMPLISHMENTS: - Hired and implemented an outsourced call center for Internet department to handle after-hours/weekend and overflow call handling. Authored and own all processes.- Oversaw the selection and implementation of a new modern back-office system for the Propane Department- Brought Propane Department into compliance with the several regulatory agencies (Texas Railroad Commission, PHMSA, TX Dept of Ag., Etc.)- Implemented a training matrix for Hazmat employees.- Utilize BI software to help transform business to be more data-driven in business decision-making.- Corrected misconfigured phone system and implemented SIP trunking to lower costs an improve system reliability. Show less

Manager, Information Systems & ISP

• Oct 2017 - Feb 2019

Owner/CEO

• Jan 1999 - Present

This is a spare-time business in which, for a flat percentage, I assist clients in selling on eBay and other online venues. Client and customer satisfaction are the main focus as is evident satisfied clients and by consistent 100% feedback rating for well over a decade in business. This is a spare-time business in which, for a flat percentage, I assist clients in selling on eBay and other online venues. Client and customer satisfaction are the main focus as is evident satisfied clients and by consistent 100% feedback rating for well over a decade in business.

Service Availability Manager, ACE Account for IBM (ITIL v3 Foundation Certified)

• Jun 2010 - Sep 2017

Provide coordination and direction to technical teams during high-severity incidents. Also own the RCA process, coordinating input from technical teams and delivering the completed RCA to the customer.ACCOMPLISHMENTS:Implemented a follow-the-sun severity-one coverage schedule which reduced team's on-call hours by 57% realizing a savings in overtime of up to $173,000 annually.Led an effort to work with the competency and the account team to streamline the account's RCA process, incorporating the standard IBM tool-set and methodologies which align to industry best-practices.Eliminated seriously past-due RCA action items through proper RCA/Action Item management. (This includes managing down action items in the >6 month, >3 months and >1 month categories.)Created a new on-call rotation which better utilized the number of resources allocated to the Availability Management Team. Show less

Special Project Management - BP for IBM

• May 2010 - Jul 2010

Short-term concurrent assignment to assist the Critical Situation Team with coordination of activities to ensure our client's web presence maintains proper functionality and acceptable throughput levels during this period of higher utilization due to the additional information being made available in response to the accident in the Gulf of Mexico.

Hess, Gap & Gates RCA Coordinator & Global Resource Command & Control for IBM

• May 2008 - Jun 2010

I coordinate the root cause analysis process for a leading global independent energy company. I manage the RCA process, serving as a subject matter expert on the process as well as provide training to technical resources on the process. I assure teams complete their analysis in a timely fashion and work with the Account Team to ensure document quality prior to presentation to the customer.Provide command & control over Indian Problem, Incident and Change Coordinators. This role provides an American interface to the customer into the IT Problem, Incident, and Change processes, I serve as a focal point and subject matter expert on all three processes.ACCOMPLISHMENT:Designed Root Cause Analysis and Action Item tracking methods and drove follow-through which contributed to not only turning Problem Management KPI from red to green, but helped my customer get recognized with a 2010 CIO Magazine Innovation Award for reducing the number of severity-1 incidents they incur. (see link: http://www.cio.com/cio100/detail/2047 ) Show less

Fundraising Volunteer

• Jul 2013 - Jul 2014

Assisting a top-rate group of staff, management, & board members to raise funds to facilitate the move to a bigger, better facility in order to serve the local community better. Assisting a top-rate group of staff, management, & board members to raise funds to facilitate the move to a bigger, better facility in order to serve the local community better.

Visteon Availability Manager Lead/SME & ITIL Support

• Jan 2008 - Apr 2009

Coordinate the day-to-day activities of 6 globally resourced Availability Managers, (Based out of Bangalore) who coordinate the technical resources necessary to bring about swift recovery to customer high-impact IT incidents. I am also responsible for driving down overall ticket backlog for this global client and maintaining scheduling for an on-call rotation for executive escalations.ACCOMPLISHMENTS:Managed a smooth and seamless transition of Availability Management from a Canadian/US team to a team hosted in India. Show less

Interim Availability Management Team Lead for Panasonic

• May 2007 - Feb 2008

Assembled and led a team of Availability Managers to coordinate high-severity incidents. This was a temporary team which was quickly assembled to fulfill an urgent staffing need until a permanent solution could be devised and put in place. I was responsible for developing and delivering training to the team. I also owned the team schedule, balancing work-life balance with business need. In addition to the above-mentioned responsibilities, I also led calls and participated in the on-call rotation along with the rest of the team. While managing calls, I coordinated with the Account Team, and escalated issues as necessary to ensure the fastest resolution to high-severity issues. The team and I were also responsible for communicating incident status to both the customer's and IBM senior management. I managed this team concurrently with my Visteon AvM team.ACCOMPLISHMENTS:Built and trained a team to step in to fill an urgent business need.Accountable for maintaining a seamless transition to the customer both during implementation of interim solution and into the steady-state solution. Show less

Visteon Availability Manager Team Lead

• 2005 - 2008

Coordinate the day-to-day activities of the US & Canadian Availability Managers, who coordinate the technical resources necessary to bring about swift recovery to customer high-impact IT incidents.ACCOMPLISHMENTS:Managed the logistics of the redeployment of the problem and change role for 20+ accounts to Argentina.Collaborated with help desk management and account management to devise processes to streamline several processes resulting in fewer severity-1 incidents and increased first-call closure. Show less

Visteon Availability Manager

• 2004 - 2005

Coordinate the technical resources necessary to bring about swift recovery to customer high-impact IT incidents.

Exelon Middleware Administrator

• 2001 - 2004

Responsible for the production middleware platform for a power-generating company with offices in the Chicago and Philadelphia areas. My main responsibilities included end-to-end ownership of multiple MQSeries (Websphere MQ) and MQSI (Websphere MQ Integrator) installations. I also assisted and provided expertise with the customer-owned test/dev/QA environments. Additionally, I backed up the Websphere Application server SME, and owned all the documentation for these installations. Additionally, during this time I took on ITRON (mobile meter reading) application and equipment support. Also took over VMS support. This platform was used primarily for the the customer's Nuclear Generating Group for a security application. Finally I assisted Deskside as needed, specifically I stepped up twice to fill an urgent staffing need, one during a storm emergency, and another for an emergency deployment of over 200 PCs for the call center which had to be complete over the weekend. Show less

Exelon Deskside Support Team Lead

• 2000 - 2002

Lead a team of technicians providing end-user second-level support for a power-generating utility covering most of the Northern Illinois region, excluding downtown Chicago and some of the suburbs. I had security clearance for unescorted access to two nuclear generating facilities. This role involved a great deal of face-to-face with the customer to ensure the highest levels of service excellence was achieved.

Exelon Desk Side Support Technician

• 1997 - 2002

Provided end-user, second-level support to a broad customer base for this power-generating company. Much of my time was spent at the two nuclear generating facilities to which I had security clearance for unescorted access. I was also responsible for support at the Rockford Regional office, as well as several smaller offices which were geographically dispersed throughout Northern Illinois.

Exelon Desk Side Support Technician

• 1996 - 1997

Same as above. I landed this job through the efforts of Aerotek, who found me an opening at Honeywell Industrial Automation and Control, who was a preferred vendor for IBM Global Services (then known as ISSC). Honeywell placed me at Commonwealth Edison (later becoming Exelon through their merger with Peco Energy). Same as above. I landed this job through the efforts of Aerotek, who found me an opening at Honeywell Industrial Automation and Control, who was a preferred vendor for IBM Global Services (then known as ISSC). Honeywell placed me at Commonwealth Edison (later becoming Exelon through their merger with Peco Energy).

Systems Manager

• 1994 - 1996

Owned all IT systems and end-user support. ACCOMPLISHMENTS: Increased network reliability and greatly reduced downtime by redesigning the network. Owned all IT systems and end-user support. ACCOMPLISHMENTS: Increased network reliability and greatly reduced downtime by redesigning the network.