Objective
To obtain a position of responsibility with an organization that allows me to use my experience, accomplishments, education,
and training to help that organization accomplish its mission, make a positive contribution to its culture, and provides me with
opportunities and avenues for growth within that organization.
Work History
Operations Manager DECK Monitoring LLC. 04/2012 – Current
Lead the Operations Department, including Production and Support, Logistics, and Hardware Engineering for one of the market
leaders in solar energy monitoring in the United States, with the objective of lowering the overall cost contribution of
Operations to the company. Managed projects that resulted in metric-driven policies, processes, and procedures that allowed all
departments to perform at a more efficient level with fewer employees, while maintaining excellent client satisfaction ratings.
Highlights:
Implemented a team structure to support sales projects from initial estimates to post-project review and support,
including a web-based ticketing system. Reduced ticket loads from multiple hundreds per technician to mid-teens.
Lowered turn-around time for support tickets to two business days.
Incorporated logistical personnel into the support teams to create production teams. Reduced logistical turn-around
times from 2-4 weeks to 48 hours for all inventoried items.
Rebuilt inventory system so that inventory valuation and counts were correct. Reduced carried inventory from
$725,000 to $293,000 in two months.
Set procurement guidelines so that overstocks which measured over 50% of inventory levels would not occur.
Increased inventory turn on old stock, and set accurate reorder points and put vendor contracts into place.
Developed a testing and sales plan, including a 30 day limited warranty for returned material, reducing return
inventory by 65%.
Created and lead a vendor team consisting of legal, engineering and procurement which reduced the base cost of our
main product by 60%.
Technical Support Manager CompanionLink Software, Inc. 09/2010 – 04/2012
Motivate twenty support personnel and delegate tasks to these personnel to achieve technical support goals for a Portland-
based software company. Design and implement processes for support department to increase department efficiencies and
decrease support costs. Set policies and procedures for the department. Hire, train and counsel/fire personnel as needed.
Perform other managerial duties as needed for company. Perform all other duties as assigned by company CEO.
Highlights:
Designed and implemented a software bug reporting system for the support department that caught and corrected
three significant software bugs.
Redesigned queue system so that support issues were solved in a quarter less time than previously done.
Wrote RFP and selected outside support agency to handle significantly increased support volume.
Set criteria for and chose new ticket and client management system. Customized this system to meet organizational
needs.
Technical Specialist Concordia University 10/2007 – 09/2010
Manage the day-to-day operations of the IT Infrastructure’s Technology Help Desk. Train and support Faculty, Staff and Students
of the University in the use of technology in order to improve job efficiencies and maintain a relevant teaching environment.
Analyze business processes for various departments, make hardware, infrastructure and software recommendations, and
manage subsequent projects from inception to post-project review. Train, motivate and delegate 10 workers to meet or exceed
Help Desk service and support targets using recognized customer service principles. Process audio, video and still media for
dissemination via classroom presentation, network storage, email, ftp, web site, or to ship. (This includes most common
electronic image formats.) Troubleshoot technology issues and develop short and long term solutions to those issues to ensure
overall client satisfaction. Maintain University IT department’s knowledge base. Maintain Help Desk budget. Performed all other
duties as assigned by the Director of IT Infrastructure.
Highlights:
Provided project management and business systems analysis for the University’s web department during a 13-month
position search for a Web Director. Interviewed stakeholders and analyzed business processes for a number of
departments order to develop a variety of web-based applications and forms. Managed these projects from inception
to post-completion review. Sat on the hiring board for the Web Director position.
Developed the University’s wiki-based knowledge base. Trained support personnel to utilize this wiki in
troubleshooting IT issues, and directing clients to it as a self-help tool.
Reduced phone and walk-in traffic to the Help Desk by over 40%.
Responsible for the successful deployment of Microsoft Office 2007 to all Faculty and Staff computers.
Support Technician Portland State University 08/2005 – 08/2007
Provided desktop support for Faculty, Staff and Students of the University in both a Windows and Apple environment. This
includes, but was not limited to: email clients, printers, varying accounts, scanners, media manipulation (video, audio and still,
including most common image formats), network connectivity, and general computer-issue resolution. Performed all other
duties as assigned by the Help Desk Manager.
Highlights:
Was after-hours IT on call person for the university. Was responsible for determining the actual cause of the issue, the
most appropriate resolution, or contacting the appropriate staff person to resolve the dilemma. Maintained contact
with the client until the issue was resolved to the client’s satisfaction.
Participated in software testing for the University from both a Help Desk and student perspective. Made software and
business process change recommendations as necessary.
Project Manager Construction Lending Corporation 11/1996 – 05/2005
Designed and led IT projects for a construction and commercial loan brokerage. Managed lending projects through all phases,
from inception to funding of loan. Analyzed business processes and implemented IT projects as needed. Chose software and
hardware vendors based on developed criteria and managed project through post-completion review. Researched funding
sources for special projects that fell outside of normal lending guidelines, and maintained relationships with these special
funding sources. Developed and maintained broker relationships to ensure continuing business. Managed brokerage support
personnel and provided HR support for all brokerage employees, including hiring, counseling and firing duties. Hired
independent contractors as needed to meet both sales and processing/funding deadlines. Consulted with brokerage owners and
completed all projects necessary to the operation of the brokerage.
Highlights:
Managed the construction of a 25-unit subdivision from inception of project through sale of residential homes.
Designed and implemented the migration of VAX/VMS terminal system to windows client/server environment.
Department Supervisor BT Office Products Company 10/1994 – 11/1996
Managed the operations of the furniture division of an office products company. Analyzed the client’s business processes and
chose existing furniture or ordered special furniture to fulfill client’s needs. Purchased furniture to maintain warehouse stock as
needed. Chose all furniture vendors for the company and negotiated their supply contracts. Trained support and sales staff in
the basics of furniture features and benefits in order to increase both initial furniture sales and follow-on sales, as well as
improve customer service levels for furniture clients. Made sales calls as needed to increase furniture sales. Negotiated RFPs
and service contracts with delivery and install vendors as needed. Managed the budget for the department. Performed all other
duties as assigned by the Operations Manager.
Highlights:
Designed process and oversaw the successful migration of this company from old to new facility. This included not
only major company assets and inventory, but cubicle and work related items for individual employees as well.
Was chosen for Employee of the Month and awarded a cash bonus during initial hire probationary period.
Manager Rubenstein’s Furniture Company 10/1986 – 10/1994
Responsible for the daily operation of a retail furniture outlet, including meeting cost and sales goals and training support
personnel in customer service techniques and policies. Motivated 25 employees and delegated responsibility as appropriate
based on individual employee skill level, in order to meet forecasted sales goals. Ordered both stocking and special order
furniture from approved vendor lists, and priced furniture as appropriate. Handled all customer service inquiries that were
escalated above the customer service staff. Handled all special projects (projects that did not fall under another manager’s
purview, or were not producing intended results) for the area manager as needed. Designed and implemented these special
projects or evaluated and changed/terminated existing projects as needed. Made necessary process, policy and training
material changes based on these results. Performed various HR duties in addition to job search and hiring, including disciplinary
actions, pay package negotiation, and employee termination, based on job performance, applicable company policies and state
and federal laws. Designed and produced training materials and programs that gave employees the ability to achieve and exceed
both company and personal goals. Performed all other duties as requested by the Area Manager.
Highlights:
Wrote computer program for purchasing department that kept track of purchases by vendor and overall purchase type.
Had the highest sales figure for the outlet location managed in the history of the furniture company.
Evaluated business processes and designed and implemented new ones that reduced overall costs of the outlet by 25%.
Was elected Management Employee of the Month twice by the company owners.
Skills
Business and System Process Analysis Budgeting
Project Management MS Windows
MS Office, including VBA for Excel and Project Personnel Management
Education
Currently pursuing an MBA through Marylhurst University Expected Graduation: 2013
B.S. Business Administration/Information Systems & Qualitative Analysis 2007
B.S. Geography 1991
References: Upon Request.
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