Gary Green\'s Resume

1. GARY GREEN 520 N. Santa Anna St. – Mesa, Arizona 85201 http://www.linkedin.com/in/garygreen1 480.323.9267 – garygreenmba@gmail.com SUMMARY MULTIPLE IT CERTIFIED PROFESSIONAL with experience in diverse fast-paced business environments. Background includes desktop and end-user support, process improvement, technical writing, project management and teaching various technical courses at the university level. Translate complex ideas into common language, effectively communicating and collaborating with all levels in an organization. Efficiently integrate and align the role of technology with corporate objectives. Highly developed business acumen that efficiently analyzes, promotes and elicits the highest of performance standards, revenue and profit. Holds an MBA in Technology Management. Professional Certifications: Microsoft Certified Systems Engineer (MCSE), Sun Certified Network Administrator (SCNA), Checkpoint Certified System Administrator (CCSA), CompTIA Security+ KEY QUALIFICATIONS Customer Needs AssessmentInformation Technology InitiativesQuality Assurance & Customer SatisfactionProject Lifecycle ManagementComplex Technology SolutionsStrategic Business Planning & ImplementationTechnical WritingCost Saving InitiativesTechnical TrainingSystems Integration & DocumentationCapital Expenditure Evaluation & Cost SavingsProcess Development & Improvements PROFESSIONAL WORK HISTORY UNIVERSITY OF PHOENIX - Phoenix, Arizona2008 - Present Online Instructor Teach four classes simultaneously; facilitate five class discussions per week, as well as providing individual feedback to learners for multiple weekly writing assignments. Class size ranges up to 20 students. Mentor students by providing 24/7 availability; encourage and motivate each individual according to their learning objectives and needs. Effectively leverages technology in the educational environment. Provide instruction for the following courses: COM/130: Business Research & Writing for the IT Professional Focus: IT research types and resources, as well as Microsoft® Visio diagrams, writing surveys, reports and proposals. Consistently praised by students for instructional excellence. COM/135: Business Communication for the IT Professional Focus: fundamentals and practices of using written communication in business and in the information technologies. COVENTRY HEALTHCARE - Scottsdale, Arizona2005 - 2009 Regional Technical Support Supervisor Provided leadership, coaching and mentoring of 11 technical support staff in six states. Researched, designed, administered and implemented technology projects for a managed healthcare company that markets its products and services to individuals, employer and government- funded groups, agencies and insurance carriers. Increased SLA percentages to 94% within one year by implementing a new process in Region 2, which improved customer productivity 27% and set a new standard for service excellence. Reduced wiring conflicts approximately 40% by initiating the “re-wiring” of 22 closet projects in 10 sites. Decreased capital expenditures $100,000 through the implementation of a PC asset inventory process that located available resources and shipped them to the location in need. This included computers, printers, monitors and scanners. Hired and trained qualified associates and built a high performing team that consistently surpassed SLA guidelines by more than 10%. Developed a new departmental training process that increased knowledge, overall industry awareness and built positive morale. The process also created a new perspective on individual performance. Gary Green Page 2 INSIGHT ENTERPRISES - Tempe, Arizona2000 - 2005 Solutions Engineer Supported approximately 1000 sales representatives (30 teams) in Montreal and Tempe along with their existing and potential customers. Assisted sales team in all technical aspects of the sale, which included explaining technical information to the customer and configuring specific pieces of equipment. Improved the closure rate 25% by ensuring continuity of operations through the Inter-Company Referral Tool (IRT), which kept the account executive aware of the project status and expanded sales opportunities. Increased profitability approximately 15% by engaging the customer in a technical conversation, thus uncovering the need for new or additional network configurations. Built rapport with the sales team by conducting “open house” sessions and explaining basic information needed to introduce networking gear that would enhance the customer’s infrastructure. Promoted from Tele-sales position within six months of 2000. GREENS. COM – Scottsdale, Arizona1999 - 2000 Client Technical Support Leader Developed and supported a web-based golf course management system that allowed the customer to book tee-times online, (a novel concept at that time). Integrated the pro-shop, restaurant and tee sheet management into one package. Trained approximately 500 golf course employees how to manage tee sheets using the company management system. Increased uptime 98% by providing stellar remote diagnostics and repair service; trained new associates in troubleshooting and how to quickly pinpoint probable cause. Refined the published instruction manual by eliminating unneeded steps and programming data; trained associates on new procedures, which resulted in a 97% success rate. Converted the help desk from a multi-service orientation to a sub-team system that resulted in an enhanced level of technical support for each area. DIRECT MARKETING SERVICES - Scottsdale, Arizona1998 - 1999 Data Analyst Compiled data from Oracle and UNIX databases that allowed the dialing system to make outbound sales calls. Notable companies included Nextel Communications, CBS Sportsline Direct and MBNA Visa. Maintained 100% of client relationships by efficiently collecting and loading data from five call centers in Arizona. Saved time and increased workflow by reducing the steps in the initial procedure by 30%. Validated correctness of data up to 10 times per day to ensure system integrity. Additional Experience: United States Army - Worldwide Assignments Captain / Field Artillery Managed more than $1 million in government property that included vehicles, weaponry and related machinery in support of European military operations. Maintained training standards for approximately 400 soldiers in 13 military specialties. Received accolades from the Department of the Army evaluators for training and operations excellence. Standard Office Systems, San Bernardino, California, Danka Business Systems, Phoenix, Arizona Sold office equipment for various companies. Built business by prospecting leads, demonstrating equipment, making proposals and closing transactions. EDUCATION MBA / Technology Management, University of Phoenix, Phoenix, Arizona GPA: 3.7 BA / Sociology, Western Kentucky University, Bowling Green, Kentucky CONTINUING EDUCATION Mesa Community College: MCSE preparatory classes, PC maintenance & repair, networking, data communications and computer forensics GPA: 3.9