DAVID BERRY

Glenview, IL 60025 312.404.6625 davidchgo@comcast.net TECHNICAL SUPPORT / TECHNICAL SUPERVISOR / USER TRAINING PROFESSIONAL
Hands-on technical leader and support supervisor with experience in a multitude of corporate environments.

IT/IS Management System Improvements End-User Training Process Improvement Technical Sales & Support Deskside Support

Help Desk Support Network/Systems Admin Data Center Operations Project Leadership Field Support

Service Desk Supervisor Customer Service Vendor Relations Call Center Ops Call Evaluation/Coaching

SPECIFIC ACCOMPLISHMENTS

Met targets by reducing service delivery times by over 50%. Improved quality / customer satisfaction 40% on customer surveys.
Fostered a customer-driven, service-oriented environment, achieving 97% personal client retention rate. Provided referrals through personal networking contacts that contributed to additional business and services firm can provide to the client. Impacted organizational performance and completion of large-scale client technical projects on time as the result of proper planning and documentation. Improved productivity for multiple clients on-site by installing new PCs, routers and firewalls, answering and demonstrating client how-to questions and other desk-side support. Performed expert, Level 2 technical Help Desk support, averaging 30-40 calls per day. Orchestrated successful installation, implementation and administration of multiple systems such as MS Windows 2000 Server LAN/WAN and Lucent Legend/Intuity Voice-Mail. Slashed data communications costs by 48%. Spearheaded and led successful transition from HP3000 to NT-based ERP system. Enhanced operational performance by developing and implementing policies and procedures for electronic data processing and computer systems operations and deployment. Conceptualized, built, and launched companys computer-based training center. Drove significant improvements in customer service and order turnaround times by instituting field staff use of laptops and email. Oversaw development and launch of corporate website with e-commerce component. Pioneered and implemented order acknowledgement system and new product labeling system.

PROFESSIONAL EXPERIENCE INSIGHT DIRECT USA, Bloomingdale, Illinois 2010-2013 Fortune 500 technology and services solutions provider. Supervisor of Services (IT Service Desk Supervisor) Managed a team of IT technicians for outsourced service desks by major corporations. . Responsible for SLAs (service delivery levels), agent utilization KPIs, service quality and call monitoring, call evaluations and coaching while providing technical assistance as needed.

RECRUITING RESOURCE GROUP (Contract), Schaumburg, Illinois Help Center Coordinator

April 2010-July 2010

On contract with Walgreen Co, one of the leading pharmacies in the United States

Providing telephone support to 7500 Walgreens pharmacies across the US and Puerto Rico. Primarily work with the pharmacists and pharmacy techs in support of pharmacies workstations, scan guns, image scanners, pill scales and related infrastructure.

Resume

SINGER NETWORKS, LLC, Lincolnwood, Illinois

2006-2008

Small computer consulting firm primarily targeting small businesses in healthcare, legal, investment, real estate, and food service industries.

Field Tech / IT Consultant

Deliver expert technical consultation, help desk support, installation, and user training for a wide range of small business clients. Troubleshoot, research, diagnose, and resolve technical issues surrounding multiple software programs/installations, Internet connections, and hardware/ peripherals. Ensure continuous delivery of top quality products/services, performing onsite installation and configuration of Windows 2003 Server, Active Directory, Terminal server, networking infrastructure, Windows XP/Vista, OS and PC repair, and configuration and support for MacOS X standalone and networked clients. Work with vendors (e.g. Dell, CDW, etc) to purchase, repair, replace warranty hardware.

RYCOLINE PRODUCTS, INC., Chicago, Illinois

1998-2005

Subsidiary of Sun Chemical Corporation, world's largest manufacturer of printing inks and pigments; provided chemical products to printing industry.

Information Technology Manager

Served as primary leadership force of IT planning and operations, skillfully managing large-scale technical projects and 7-NT server environment with Frame Relay connection between 6 sites nationwide. Provided overall recruitment, management, and training of IT personnel, and project budgets focused on networks, servers, security, voice/data, help desk, disaster recovery, and client technical support functions. Managed vendor relations and headed new implementations of business and technical systems, processes, and hardware. Established corporate security policies and standards. Liaised with national manufacturers and clients to discover the most efficient and cost effective support solutions. Provided hands-on support and administration with Windows desktop and server (Windows XP, Server 2000 including Active Directory and Exchange 5.5).

EDUCATION
Associate of Applied Science, Computer Information Science/Data Processing Oakton Community College, Des Plaines, Illinois

TRAINING
Cognos 8.4 BI Oracle SQL 10g MCSE Training Windows 2000 Server Novell Netware 4.1 CNA TQM / ISO 9000 ACT! 2008

Resume

Technical Skills/Experience
Including but not limited to the following:
Operating systems: Dos Windows 3.x, 9x, NT, 2000, XP, Vista Windows Server 2000 -2003 (including Active Directory and Terminal Services) MacOS X Computer software: MS Office: Excel, Word, Power Point, Outlook, Access Exchange Entourage Citrix Winframe, AccuMed American Healthtech LTC ECS for Windows Process Pro Act! 2006-2008 Quickbooks Doublelook WordPerfect Ticket/Incident systems: Lexus/Nexus Time Matters BMC Remedy 7.x Triactive ITSM Footprints Tools: Veritas Mozy Carbonite NOD32 Symantec Trend Micro VNC Drive Snapshot Acronis Norton Ghost Reporting: Cognos 8.4 BI SQL (Oracle 10g) Hardware/Peripherals: Dell HP Acer Routers (Linksys, Netgear, Sonicwall) Switches (Linksys, Netgear) Printers (HP, Dell, Lexmark, Xerox, Printronix) Telephony: Nortel Avaya Intuity

Resume