Andy Capps Email & Phone Number

Bowling Green, Oh, Us

Bowling Green, Ky

Service as a District Manager for a team of 50+ field associates throughout the Midwest United States. Team is responsible for servicing Lowe's stores throughout 14 states in the Midwest. Serve as liaison between Lowe's IT management within the organization to ensure that all project schedules, service level agreements, and problems are resolved in an accurate and timely manner. • Interface with CompuCom clients to ensure high levels of customer satisfaction and SLA attainment are achieved.• • Serves as a subject matter expert on all area service management activities and operations.• Maintains daily communication with client operations and meet with team members on a regular basis to disseminate critical information to team.• Manage any personnel or discipline issues that may arise. Control hiring and terminations as needed. Review and approve all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc. Provide training, coaching, and counseling to subordinates for continuous improvement.

Bowling Green, Kentucky, United States

Bowling Green, Ky

Service as a regional field services manager for a team of up to 30 associates throughout the state of Tennessee. Team is responsible for servicing numerous key client accounts in the region such as Walmart, The Home Depot, Lowes, Target, State Farm Insurance, Allstate, BB&T Bank, US Bank, CitiFinancial, Dimension Data, Aetna and many others. Serve as liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Ensure that all project schedules, service level agreements, and problems are resolved in an accurate and timely manner. Responsible for the structure, schedule and staffing requirements of the team with a major emphasis on management and coordination of tasks to ensure team is maintaining high work utilization.• Interface with CompuCom clients to ensure high levels of customer satisfaction and SLA attainment are achieved.• Provide input to area operations managers on performance of assigned staff, regional improvements, and on-going key performance indicator (KPI) efforts.• Root Cause Analysis of ongoing service related issues that can be and if feasible, propagated throughout the Field Services organization.• Serves as a subject matter expert on all area service management activities and operations.• Maintains daily communication with client operations and meet with team members on a weekly basis to disseminate critical information to team.• Manage any personnel or discipline issues that may arise. Control hiring and terminations as needed. Review and approve all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc. Provide training, coaching, and counseling to subordinates for continuous improvement.

Bowling Green, Ky

Worked as a national field manager for the Branch Bank & Trust account, managing a team of approximately 30 dedicated associates throughout the country. Team was responsible for the daily support of over 1,200 bank and subsidiary offices through the United States and Canada. Served as liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Ensured that all project schedules, service level agreements, and problems were resolved in an accurate and timely manner. Utilized technical expertise for moderately complex aspects of major system components used to support business. Provided executives, customers, and project managers with necessary leadership, assistance and guidance to ensure good practices in standard methodologies and processes. • Managed all personnel or discipline issues that occurred. Controlled hiring and terminations as needed. Reviewed and approved all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, expenses, etc. Provided training, coaching, and counseling to subordinates for continuous improvement.• Participated in research, planning, implementation, and support of technology solutions across organization. Created and maintained system documentation in accordance to client specifications.• Assisted with the preparation of service pricing for proposals and statements of work in accordance with corporate guidelines.• Assisted in budget development for assigned area and continual monitoring for financial compliance.• Managed multiple large projects throughout the country for the BB&T account. Ensuring scope, cost, schedule and contractual deliverables were being met. • Maintained an advanced technical knowledge of operating systems, hardware, software, networks, servers, uninterruptible power supplies, VoIP phone sets and remote closure tools and opportunities.

Lexington, Ky / Bowling Green, Ky

Operated as a dedicated technician to the Branch Bank & Trust account. Served as the primary technical support contact to 44 BB&T offices throughout Western Kentucky. Also served as a backup technical support contact to additional regional branches throughout Kentucky. Served as the Team Lead for the regional KY/TN/WV support team, consisting of 10 other Service Support Technicians. Worked daily with CompuCom leadership team of the BB&T account, ensuring that contractual requirements were met. Coordinated and managed all regional projects. Identify local team training requirements; administered and coordinated local training and the training of new technicians. Assisted BB&T management with evaluating hardware and software needs, as well as advised on the implementation of better IT practices to provide systems improvement.• Responsible for the configuration, installation, upgrade and maintenance of new desktops, laptops, and servers• Performed warranty repair work for HP, Compaq, Dell, Xerox, Lexmark and Lenovo/IBM; troubleshot hardware problems down to the component level, and responsible for the ordering and replacement of faulty equipment• Provided technical support to multiple CompuCom clients outside of the BB&T account throughout Kentucky. Provided support to clients such as Wal-Mart, BellSouth, Wachovia Insurance, Universal Health Services• Experience with providing network infrastructure support to clients outside of BB&T account. Ordered supplies, pulled cables throughout building and terminating cabling according to network topology.

Lexington, Ky

Provided technical assistance on computer hardware, software, printers, and network connectivity problems for 31 branch locations throughout Eastern Kentucky. Responsible for PC moves, adds and changes. Responsible for the installation and configuration of PC equipment for bank conversions, including testing and inventory. Provided assistance with Microsoft NT 4.0 server problems. Responsible for resolving end user hardware/software issues within Service Level Agreement. Supported, monitored, tested, and troubleshot hardware and software problems pertaining to LAN/WAN environments. Provided technical expertise and training to end-users as needed.

Lexington, Ky

Area Bancshares Corporation was the largest financial holding company in Kentucky, with 79 banking locations throughout Kentucky and Southern Indiana. Area Bancshares was acquired by BB&T in 2002. Responsible for day-to-day aspects of local area network administration to 31 Bank branches throughout Eastern Kentucky. Provided support on matters relating to personal computing, printing, and network activities. Installed, upgraded, and troubleshot hardware and software applications for both servers and workstations. Created, updated and managed user accounts and security privileges. Performed network component support, installation, troubleshooting and repair for Cisco infrastructure. Managed and maintained network data security on Novell 5.0/Windows NT network. Responsible for systems maintenance and ensured that daily data back up procedures were being met. Responsible for systems recovery in emergency maintenance situations. Assisted in telephony issues from programming sets and extensions to troubleshooting voice circuit connectivity problems.