Brad Phelps, Pmp, Dtm, Mba Email & Phone Number

Owensboro, Kentucky, United States

Owensboro, Kentucky, United States

Owensboro, Kentucky Area

Courses taught: Management Information Systems, Consumer Behavior (upper-level marketing course), Operations Management, E-Commerce, Project Management, Data Communications and Networking (based on Comptia Network+), Business Systems Analysis and Design, Programming in C++, Introduction to Computer Information Systems.

Henderson, Kentucky, United States

Courses taught: Applied Management Skills

Owensboro, Kentucky Area

Owensboro, Kentucky Area

• Assigned to customers who invested in premium ProSupport Plus support on their infrastructure/end-user hardware. • Increased customer loyalty by serving as primary individual responsible for customer satisfaction with tech support. • Ensured customer satisfaction with tech support by monitoring ongoing cases, managing customer and sales team expectations, advocating for customer on their behalf with tech support, escalating cases as needed by getting appropriate resources engaged… Show more • Assigned to customers who invested in premium ProSupport Plus support on their infrastructure/end-user hardware. • Increased customer loyalty by serving as primary individual responsible for customer satisfaction with tech support. • Ensured customer satisfaction with tech support by monitoring ongoing cases, managing customer and sales team expectations, advocating for customer on their behalf with tech support, escalating cases as needed by getting appropriate resources engaged, and maintaining communication with all stakeholders until case resolution. • Built deep customer relationships by conducting regular onsite visits, frequent communications, and leading ongoing discussions about their technology environment, challenges, and how I and Dell could help. • Retained in-danger customer relationships on several occasions by empathetically listening to the customer, taking accountability, working to find creative resolutions to problems, and not giving up until the issue was resolved. • Reduced effort, time, and money for customer and Dell by educating customer on free Dell support tools and resources to streamline or automate support processes, providing proactive information on software updates and warranty expirations to reduce support incidents, and identifying ways support processes could be improved. • Mentored new TSMs to provide guidance and training to help them be successful in the role. • Served 2 years as North America team lead for “InspireBPS”, an internal initiative which facilitated creation of articles by individual TSMs to share their best practices to help other TSMs be more effective and efficient.• Customer types included a global fast food chain, state and local governments, universities, school systems, healthcare companies, financial institutions, and many others. Show less

Owensboro, Kentucky Area

• Project Manager for a corporate initiative with a budget of $3.3M to improve the technology and support provided to 1200 employees. Deliverables included a company-wide upgrade to Windows 7, a hardware refresh, implementation of corporate instant messaging, and self-service tools to reset passwords and unlock employee accounts. Project resulted in reduction of help-desk tickets, improved customer satisfaction, and was completed early and under budget. • Developed project requirements… Show more • Project Manager for a corporate initiative with a budget of $3.3M to improve the technology and support provided to 1200 employees. Deliverables included a company-wide upgrade to Windows 7, a hardware refresh, implementation of corporate instant messaging, and self-service tools to reset passwords and unlock employee accounts. Project resulted in reduction of help-desk tickets, improved customer satisfaction, and was completed early and under budget. • Developed project requirements by conducting employee interviews and presented to IT and Executive leadership to obtain approval to begin request for proposal (RFP) process. • Oversaw RFP process to select a vendor as an implementation partner. Worked with IT management to develop RFP, conducted a bidder’s teleconference for participating vendors, coordinated vendor presentations, oversaw vendor selection, and worked with selected vendor to refine cost estimates.• Worked with vendor to finalize contract and forecast project budget including monthly capital and operating expenses. • Developed Project Initiation Document (PID) for approval of budget outlining internal and external project costs, contingency, and project justification.• Setup and led regular meetings with project teams and ad-hoc meetings with stakeholders to resolve identified issues and follow-up on action items.• Project management contact for Infrastructure group in information technology department.• Regularly met with other departments within Information Technology to plan and coordinate project efforts and bring resolution to technical problems holding up projects. Show less

Owensboro, Kentucky, United States

• Managed and led project initiatives and coordinated completion.• Designed hardware architecture of multi-tier applications with DBAs, business analysts, and third-party vendors based on capacity (CPU, memory, storage, etc.) and software requirements. • Led, Designed, deployed, and managed company’s first VMWare virtualization infrastructure. Work included both design and deployment of physical and virtual networking and storage configuration to meet capacity, security, and redundancy… Show more • Managed and led project initiatives and coordinated completion.• Designed hardware architecture of multi-tier applications with DBAs, business analysts, and third-party vendors based on capacity (CPU, memory, storage, etc.) and software requirements. • Led, Designed, deployed, and managed company’s first VMWare virtualization infrastructure. Work included both design and deployment of physical and virtual networking and storage configuration to meet capacity, security, and redundancy requirements. • Led datacenter power project to improve hardware power redundancy, power load was balanced across UPS systems, and UPS systems could be monitored. • Improved datacenter manageability and reduced power costs by virtualizing and migrating application environments to VMware that were on old hardware but could not be moved yet allowing old hardware to be decommissioned. • Monitored VMware environment by automated tools and routine visual inspection to determine capacity utilization trends and determine future needs to expand number of servers, storage, or networking. • Managed Storage Area Network (SAN) including HP Enterprise Virtual Array storage cabinets, Hitachi AMS cabinets, and Cisco Fabric switches. • Led implementation and support of first company Linux environment for Symantec NetBackup application, then later a large Oracle E-Business ERP implementation. • Developed Red Hat Linux system installation and configuration standards based on NSA security requirements and developed scripts to automate the setup of new servers. • Developed documentation of Linux environment based on command-line management to allow easy reference on prior configuration changes and simple re-configuration with scripts as needed. • Trained Systems Administration staff on Linux and VMware Administration. • Managed over 500 Microsoft Windows servers including Windows Clusters. Show less

Consultant to various small and medium size businesses helping them solve their technology problems. Served as lead on projects for customers responsible for. Areas of responsibilities included implementing and designing new solutions, resolving technical problems, and recommending purchases. Technical responsibilites encompassed supporting Windows, NetWare, Linux, GroupWise, end-user workstations, switches, firewalls, server and client software, etc.

• Provided technical support to faculty, staff, and students.• Maintained computer labs including configuration and installation of all softwarerequired for classes and student use.• Troubleshot and resolved software and hardware problems reinstalling applications orreplacing hardware components as necessary.

Mba, Master Of Business Administration

Activities and Societies: Phi Kappa Phi Honor Society, Beta Gamma Sigma Business Honor Society GPA: 4.0

Bs, Computer Science, Business Administration

Activities and Societies: Computer Resources Committee - Student Representative, Sigma Phi Epsilon - President GPA: 3.78

Diploma