Charles Vanderslice Email & Phone Number

Kansas City Metropolitan Area

Provide and support oversight and management on all aspects of a service or solution, driving communication across multiple internal groups (sales, consulting, engineering, and support) with the primary mission of ensuring organization solutions deliver an excellent client experience.Manage and grow client relationships new and existing clients. Act as client advocate to the organization.Facilitate meetings with client leadership and implementation teams providing critical solution statuses and/or updates.Understand the business outcomes required to support customer servicesAnalyze, identify and drive critical and escalated issues to resolution.Track internal OLA metrics, provide clients with SLA management and reporting metricsEnsure change management procedures are being followed internally and communicated to clientsCollaborate and Lead SDM initiatives, mentor and guide other team members

Blue Springs, Missouri, United States

Kansas City, Missouri Area

Delivered subject matter expertise and trusted advisory to resolve complex problems of storage, hyper-converged, and server solutions. Supported management in decision-making process by conducting business intelligence operations. Managed and maintained end-to-end design and delivery of solutions to ensure seamless technical operations. Performed detailed analysis of tickets and provided updates to achieve set performance goals. Key Achievements: • Developed and implemented strategic sales plan that surpassed 2019 sales target by 90%. • Confirmed quality and sustainability by creating and recommending innovative ideas and solutions. • Streamlined and updated IT operations by delivering effective guidance on upgrading and managing service life cycle of existing IT systems. • Facilitated informed decision-making by devising and delivering solutions to “C” level executives.

Kansas City, Missouri Area

Delivered executive leadership and guidance to four team managers for continuous performance improvement. Administered and maintained P&L and managed budget with a keen focus on cost control and reduction. Steered successful Integration of IT application products and services into existing process and environment. Improved overall performance by overseeing global teams in facilitating help desk (L1-3), vendor, software, and field service. Supported decision-making process by developing and delivering daily, weekly, and monthly reports for internal and vendor SLA metrics. Ensured data integrity and consistency by gathering and analyzing complex data.Key Achievements: • Improved client experience by leading operations, including strategic development, integration, governance, and delivery of services to global clients, while providing process governance through trend analysis and market strategy. • Augmented client base by delivering services to outsourcing clients with high level of service level agreement (SLA), while ensuring compliance with Information Technology Service Management (ITSM) best practices. • Generated revenue of $40M annually by overseeing Continuity Services, Data Center, Help Desk, and global support delivery operations of accounts. • Enhanced quality of processes, optimized organizational effectiveness, and reduced overall cost by devising strategic plans and roadmaps. • Achieved business growth and maximized customer satisfaction rates by fostering and fortifying robust relationships with customers and vendors. • Led successful turnaround of multiple account closure to enable achievement of full business potential.

Egypt

Led and developed a diverse team of international professionals, including five managers in different disciplines, providing data center and network operations center support to the Arab Republic of Egypt under direction the United States Agency for International Development (USAID). Provided daily operational leadership, training, logistics, and operations support to all staff compliant with ITSM governance best practices. Position required the ability to interface with and provide briefings to United States and Arab Republic of Egypt dignitaries and government officials. • Network Operations Center Management and governance. • Data Center Server Operations (NT/Unix/Linux)(HP-UX/Solaris/Red Hat Enterprise/OpenSuse/OpenSolaris/Fedora/Ubuntu). • Provided help desk Support and Desktop Management. • Configuration Management Database (CMDB) administration and Governance. • Vendor relationship management, including third party contractual agreements. • Gathered data and published, daily, weekly, and monthly reports for internal and vendor SLA metrics. • Personnel salary planning, performance review, career planning, and manage $18 million budget. • Managed Call Center services, Customer Engineers, and Account Support Consultants (60 reports). • Coordinated, planned, and scheduled support of hardware, software and upgrade project activities. • Performed process/root cause analysis for delivery and implementation of new work processes and tools. • Level 2 and 3 Troubleshooting of hardware and software on UNIX, LINUX, Windows Server systems.

Electronics repair of AM/FM/ and Microwave transceivers to component level.

Master'S Degree, Business Administration And Management, General, 3.72 Of 4.0

29E - Communications-Electronics Reparer, Electrical/Electronics Maintenance And Repair Technology

Supervises maintenance on radio receivers, transmitters, and associated equipment. Determines requirements, assigns duties.

Certificate, 39L Field Artillery (Fa) Digital Systems Repairer

Activities and Societies: Graduated First in ClassPerforms and supervises intermediate maintenance on gun, rocket, and missile fire.

Bachelor'S Degree, Information Technology, 3.88 Of 4.0

Activities and Societies: Graduated with Honors