Brian Blackford Email & Phone Number

Indianapolis, Indiana Area

Indianapolis, Indiana Area

• Served on the Leadership Team to determine and develop organizational and departmental strategic goals.
• Monitored industry trends and researched new vendor and partner solutions for opportunities to maintain and continuously improve the company’s market stature.
• Evaluated business processes for effectiveness and alignment with the company’s strategic goals.
• Collaborated with all departments of the company to identify process challenges and improvement needs.
• Designed, executed, documented, and provided training on new business processes within and across all departments.
• Identified, implemented, and maintained new and existing integration opportunities to improve efficiency and enhance quality.

Indianapolis, Indiana Area

• Coached and managed a Help Desk team of 5 agents supporting over 1800 users across North America.
• Reviewed Help Desk and MIS processes for process and efficiency improvement opportunities.
• Worked closely with other business units to understand and meet frequently changing business objectives.
• Reduced the average number of active Help Desk tickets by over 80% from over 400 to less than 70.
• Developed a Help Desk documentation solution, creating one source of truth for Help Desk Procedures, how-to’s, end-user handouts, and training material.
• Restructured the Help Desk workflow through use of ITIL influenced call flows and job responsibilities,improving overall customer service, agent accountability, and team morale.

Indianapolis, Indiana Area

• Developed, implemented, and streamlined business processes within and amongst all company teams to improve effectiveness, accountability, and efficiency in reaching business goals and objectives.
• Defined, managed, and analyzed effectiveness of workflows, policies, organizational structure, and reporting relationships applicable to technical staff.
• Led integrations of business applications, processes, and teams through a merger and acquisition.
• Created a process library for organization-wide reference within which key company processes are documented and maintained.
• Designed, implemented, and maintained core business applications to suit rapidly changing business needs.
• Supported and administered business critical PSA application, remote support tools, and phone system.

New Castle, IN

• Supervised document imaging and data processing employees to ensure daily data, check, and ACH processing were completed accurately and successfully.
• Oversaw and maintained the document imaging equipment and processes to ensure high availability and security.
• Provided and supervised technical support to associates located across 12 bank branches.
• Supported Ameriana Bank remote deposit customers including account setup, equipment setup, and all technical issues.
• Maintained and updated documentation of daily processes throughout the Information Technology department.
• Trained associates throughout Ameriana Bank on document imaging and daily procedures during monthly and quarterly training meetings.

• Managed the IT server and client resources of three small business clients on a routine schedule and other clients as needed.
• Created and maintained an “IT Tip of the Week” program in which computer tips were sent out to clients in order to educate end users.
• Completed Technical Assessments of existing and prospective clients in order to determine the existing status of IT resources for the companies and made suggestions for improvement as necessary.
• Documented client environments and procedures for disaster recovery and backup purposes.

• Provided hardware support, effectively lowering calls in the help desk queue from more than 50 to less than 10 within just a few days for a large client.
• Managed and worked within multiple projects such as network printer rollouts, migration from Win2K to WinXP, and several different software additions on client computers.
• Supported various software packages such as MS Office, Palm, Blackberry, Netscape, Adobe Acrobat Reader, Norton Antivirus, McAfee Antivirus, and other user specific applications.
• Completed an average of 100+ work orders a month for a long term client including software installations, moves, hardware break/fix, printer support, and specialized requests, 95+% completed within 2-3 business days.