Customer Service Information Technology

Robinson S. Neidhardt

**** *** ******* ***** *******, MD 21114 607-***-****

acr4wz@r.postjobfree.com

Twenty years experience in Information Technology Services, including building and managing the IT organizations of two non-profits, managing complex projects as well as managing and delivering Customer/Technical Support. Strong background in networking, computer operations and hardware/software configuration. Experienced with information and network security.

Experience

Senior Director of Information Systems July 2012 to Present

Volunteers of America Chesapeake, Lanham, Maryland

Developed information technology strategic plan, supporting the delivery and governance of all technical services including the planning and budgeting for future growth

Present strategic plans and technology/infrastructure recommendations to the agency Board of Directors and Executive Leadership Team

Member of the Executive Leadership Team providing insight into current and future technology, infrastructure and operations issues for agency

Implemented operational model focusing on the delivery of key services and support as needed by program leadership and staff

Designed and implemented agency wide infrastructure, integrating over 50 locations

Designed, implemented and tested disaster recovery and business continuity plan

Developed, forecasted and executed yearly operating budget

Developed agency internal communication plans, including development and deployment of agency intranet

Implemented maintenance order and tracking system.

Implemented vehicle tracking system, lowering agency vehicle gas expenses and traffic violations by 40%

Responsible for integration of IT, HR, Finance, and Payroll systems through agency, reducing duplication of data entry

Developed and integrated a plan that reduced internal help desk response time from a 1 week average response time to a 1 business day response with a 90% 1 day resolution

Responsible for employment, promotion, evaluation, training and counseling of IT staff

Project Manager for HR Hiring and onboarding system

Manage IT projects, responsible for project budgets, schedules and resources

Director of Information Technology June 2008 to July 2012

ACHIEVE, Binghamton, NY

Responsible for development and implementation of agency’s IT strategic plan

Planned and provided implementation oversight on the configuration, deployment and training of agency’s electronic health record system

Maintain Web (internet/intranet) and Network Infrastructure

Implemented and enforced security and systems standards, appropriate use of agency hardware/software, security, privacy, and HIPAA/HITECH policies.

Developed and maintained standard IT operating procedures & policies.

Migrated agency servers to Windows 2008 R2, on VMWare 4.1

Implemented computer imaging process, allowing deployment of new desktops on the same day as the request

Lowered Overall IT Costs, through implementation of thin clients, virtualization and increasing computer availability increasing performance by 30%

Managed IT Dept. Personnel, ensuring efficient and effective delivery of services

Designed and maintained Web (internet/intranet) and Network Infrastructure

System Administrator for Windows 2008 R2, Windows 2003 Servers

Senior Support Analyst, March 2006 – June 2008

Computer Task Group, Corning NY

Planned and implemented upgrade of data center’s workstations

Provided Tier 2 & 3 on-site and remote support for approximately 2000 users, resolving hardware, software and networking issues.

Provided technical support through handling trouble tickets, analyzing issues, solving technical/procedural issues and documenting through resolution

Deployed laptops, desktops, phones, and other hardware to end users and provided implementation troubleshooting support

Identified and resolved problems for DNS,DHCP and other IP Conflict Issues

Developed procedures for the Installation and deployment of third party applications and peripherals

Delivered superior customer service

Train users in the use of software and hardware

Support Windows XP, 2000, 2003 Networking Printers, PDA, various applications

Retail Systems Analyst March 1999 – March 2006

STCR Business Systems, Endwell NY.

Trained customers and staff in proper procedures and use of point of sale, accounting, and inventory control systems

Strong Team Participation, motivating team members, and frequently assuming leadership roles.

Delivered superior customer service via telephone and remote support.

Maintained knowledge of products and/or services

Configure and train retail staff/management on use of inventory control system.

Managed and resolved thousands of technical support issues per year.

Installed, upgraded and supported Windows 98,NT, 2000 and XP systems

Trained customers and support staff in the use and troubleshooting of systems

Developed improved documentation for support center and customers, resulting in increased efficiency

United States Navy,

USS Saipan (LHA-2), Norfolk VA

Intelligence Specialist 2nd Class. 1994 - 1998

Supervised all aspects of operations for Intelligence and Support Staff aboard

Responsible for administration of all intelligence center machines, including Unix and Windows environments

Extensive involvement in training and development of staff

Developed new procedures and documentation which revitalized the Intelligence Center.

Performed daily intelligence presentations to senior staff officers.

Trained in Photographic Interpretation

Earned Navy and Marine Corps Achievement medal for superior performance.

Obtained Top Secret/SCI Clearance

Supported Solaris, HP-Unix, earlier SUN-OS systems, Windows NT, LAN and WAN technologies.

Education

Master of Business Administration, July 2005

American Intercontinental University

Masters of Business Administration

Cumulative GPA: 4.00

Bachelors of Information Technology, March, 2004

American Intercontinental University

Cumulative GPA: 3.96, Summa Cum Laude

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