Willing to travel as necessary, will relocate from Indianapolis for the right opportunity. References including my last two managers available upon request.
Resume in pdf form.
Here's a copy-n-paste of my most recent experience. I'm a lifetime IT professional with a ton of exposure and experience supporting Windows, linux, and Mac environments and creating/implementing.leading solution delivery and service delivery. Formatting is more pretty in the pdf version:
Rolf A. Crozier
8819 Ridge Hill Drive
Indianapolis, Indiana 46217
317.887.1374 home
Work Experience
2005 ? 2008 Pomeroy Computer Solutions, Hebron, Kentucky
Service Delivery Manager
I manage Distributed Services technicians located throughout North America. I am responsible for the day-to-day management of thirty Pomeroy employees who supply Tier Two deskside, server, and network support at remote client sites. I am responsible for all aspects of Service Delivery, including contract compliance, meeting various specific service level metrics, technician hiring and termination, timesheet approval, bonus pay calculation and approval, performance reviews, reporting, P&L, and goal setting. I serve as a direct interface between the client and Pomeroy, address issues and concerns raised by both parties, and ensure the primary mission of delivering technical expertise within contractual obligation in a customer-friendly format is met on a daily basis. I actively participate in strategy meetings with both Pomeroy and the client.
2002 ? 2005 Progeny Linux Systems, Indianapolis, Indiana
Quality Assurance Manager
Managed Quality Assurance (QA) function to integrate with existing Progeny processes and work flows. Set up QA processes and metrics to meet QA mission of ensuring all products released by Progeny meet or exceed customer expectations. Manage a team of software engineers overseeing security, software building, and quality assurance. Mentor junior team members, schedule and lead team meetings, submit ad hoc status and operational reports to senior management on demand. Work within budget, forecast needs, plan for staffing in conjunction with the needs of Progeny. Define internal and external Service Level Agreements for Progeny products. Work with Sales to help evaluate customer wants and desires against Progeny QA processes to ensure Progeny can meet proposed agreements.
2001 ? 2002 Alternative Resources Corporation, Barrington, Illinois
Site Manager
Lead team of 5 ? 11 persons responsible for the total Lifecycle and IMAC (Installs, Moves, Adds, Changes) effort at remote client site. Act as liaison between Alternative Resources Corporation (ARC) and client, with focus on communication between organizations and building/maintaining positive relationship with client. Responsibilities include running day-to-day operations of support staff; process creation, implementation, review and change for Lifecycle, IMAC and Quality Assurance; reporting to both client and ARC with daily/weekly/monthly and ad-hoc status reports. Duties include forecasting workload and staff accordingly; work within budget (P&L); setting team direction; creating and implementing new internal processes; mentoring employees on an as-needed basis; hiring and termination.
Resume link
Resume in pdf form.
Here's a copy-n-paste of my most recent experience. I'm a lifetime IT professional with a ton of exposure and experience supporting Windows, linux, and Mac environments and creating/implementing.leading solution delivery and service delivery. Formatting is more pretty in the pdf version:
Rolf A. Crozier
8819 Ridge Hill Drive
Indianapolis, Indiana 46217
317.887.1374 home
Work Experience
2005 ? 2008 Pomeroy Computer Solutions, Hebron, Kentucky
Service Delivery Manager
I manage Distributed Services technicians located throughout North America. I am responsible for the day-to-day management of thirty Pomeroy employees who supply Tier Two deskside, server, and network support at remote client sites. I am responsible for all aspects of Service Delivery, including contract compliance, meeting various specific service level metrics, technician hiring and termination, timesheet approval, bonus pay calculation and approval, performance reviews, reporting, P&L, and goal setting. I serve as a direct interface between the client and Pomeroy, address issues and concerns raised by both parties, and ensure the primary mission of delivering technical expertise within contractual obligation in a customer-friendly format is met on a daily basis. I actively participate in strategy meetings with both Pomeroy and the client.
2002 ? 2005 Progeny Linux Systems, Indianapolis, Indiana
Quality Assurance Manager
Managed Quality Assurance (QA) function to integrate with existing Progeny processes and work flows. Set up QA processes and metrics to meet QA mission of ensuring all products released by Progeny meet or exceed customer expectations. Manage a team of software engineers overseeing security, software building, and quality assurance. Mentor junior team members, schedule and lead team meetings, submit ad hoc status and operational reports to senior management on demand. Work within budget, forecast needs, plan for staffing in conjunction with the needs of Progeny. Define internal and external Service Level Agreements for Progeny products. Work with Sales to help evaluate customer wants and desires against Progeny QA processes to ensure Progeny can meet proposed agreements.
2001 ? 2002 Alternative Resources Corporation, Barrington, Illinois
Site Manager
Lead team of 5 ? 11 persons responsible for the total Lifecycle and IMAC (Installs, Moves, Adds, Changes) effort at remote client site. Act as liaison between Alternative Resources Corporation (ARC) and client, with focus on communication between organizations and building/maintaining positive relationship with client. Responsibilities include running day-to-day operations of support staff; process creation, implementation, review and change for Lifecycle, IMAC and Quality Assurance; reporting to both client and ARC with daily/weekly/monthly and ad-hoc status reports. Duties include forecasting workload and staff accordingly; work within budget (P&L); setting team direction; creating and implementing new internal processes; mentoring employees on an as-needed basis; hiring and termination.
Resume link
