Charles Cotton Email and Phone Number

• Help provide leadership of multifunctional diverse teams with Managed Services personnel and peers, from a global perspective• Assisted with modernize our Service Desk and End User Services with new products, processes, and procedures using a logical approach for making the best, balanced decisions.• Assisted with aspects of IT service delivery including desktop and mobility management services, hardware break-fix, subject matter expert escalations, deployment services, and hardware provisioning• Monitor, track, and maintain the desktop software licenses and the operating system licenses to ensure compliance within license agreements• Develop desktop, mobility, and collaboration technology roadmaps that aligns with the Information Technology vision• Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required • Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed• Initiate, oversee, and support key end-user improvement projects aligned with strategy• Provide continuous improvement on the services offered through the measurement of key performance indicators• Assess customer feedback and improve procedures accordingly to ensure that great customer service is provided at all times• Responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise• Provides technical assistance to end users for software applications, desktop / laptop computer hardware, and peripheral devices.• Applies general knowledge of hardware, custom and third - party software applications, networks, telephony systems, Windows AD and application security to analyze and prioritize issues.• Works with end users to set expectations on time.

Answer incoming support calls for clients in a timely and effective manner. Provide excellent customer service and capture detailed documentation of the issue as it is given, asking appropriate follow-up questions to further understand the request. Attempt to resolve the incident or escalate it to the appropriate team, either internally or within the client’s support structure.III.DUTIES AND RESPONSIBILITIES• Provide application support to users of Epic applications including Investigation, Diagnosis, Resolution, and Recovery.• Manage incidents in accordance with agreed upon and documented end-to-end Incident Management Process to include logging, triaging, analyzing, resolving, and following up on technological functional issues.• Communicate with users to ensure that requests/problems are resolved, and users are satisfied with the resolution, initiating and following up on any additional required action.• Develop materials in response to observed trends and collaborate with the support team to proactively address potential learning opportunities.• Assist users in the transfer of any desktop, client/server, and mainframe-based computing questions to the client’s enterprise IT Service Desk within agreed processes.• Escalate problems and incidents and assign inquiries to management and/or application teams as appropriate.• Deliver excellent customer service.

• Manage all aspects of the Support Team, ensuring customers are provided quality, efficient and timely first and second level support on a 7x24 basis• Provide oversight for the imaging and distribution of all desktop and laptop equipment• Determine the optimal desktop architecture, incorporating technology management tools such as SCCM• Align and prioritize customer support issues• Define and measure goals and objectives to ensure continual improvement of the team• Monitor incident tickets to ensure SLAs are being met• Review incident and service request data in order to improve the operational efficiency of the team• Identify problem trends and initiate technical, procedural and/or training enhancements• Ensure ongoing training for all process and technology areas relative to the team• Work with other IT teams to enhance technology, processes and documentation as necessary

• Responsibility for the activities supporting end-user computing technology distributed across the facilities. This technology includes both personal computing devices and voice-over-IP telephony endpoints. • Through proficient use of industry best practices, ensure timely maintenance and support of end-user computing devices, effectively manage to the annual device refresh plan, while implementing continuous process improvement opportunities that drive efficiencies across the organization.• Worked in close collaboration with IT Project Management Office, Technology, and Application leaders to support projects requiring end-user computing device services. • While working as a PM articulating clearly stated expected benefits with measurable outcomes while ensuring accountable baseline measurements are established, measured, and delivered as expected.• Experience leading infrastructure technology department(s) supporting small to mid-sized similar organizations, in the healthcare industry. • Exhibited a high degree of customer service, cooperation, teamwork, initiative, and exceptional judgement.• Demonstrated ability to achieve objectives, balance multiple priorities, communicate effectively and remain organized.• Excellent communication skills required for articulating technical thoughts and ideas to business leaders and decision makers.Provide leadership to the IT Desktop/help desk in the day-to-day operations. Including responsible for staff performance management and involved in new hire training, skill development and ongoing coaching for each team member.• Manage all aspects of the Support Team, ensuring customers are provided quality, efficient and timely first and second level support on a 7x24 basis• Provide oversight for the imaging and distribution of all desktop and laptop equipment• Review incident and service request data in order to improve the operational efficiency of the team

Provided leadership support for the CPS summer school system, this covers over 50 school, locations the services provided were for Apple laptops/desktops, applications, networks and projects. • Lead collaboration efforts with business stakeholders, User-Centered Design, and customers to gather and prioritize requirements.• Effectively manage a team of designers in preparation of wireframes, prototypes, design concepts, and high-resolution artifacts to be used in final implementation.• Prepare schedules, align resources, and manage third-party vendors as necessary.• Perform design standards integrity check (during implementation phases).• Perform product/content evaluation to determine fit, collaborative design sessions with customers by role/persona, and collaborative design sessions with key stakeholders by role to lay out future state designs.• Look beyond the current release cycle and explore future scenarios and innovate across a portfolio of projects (process included).• Help define user experience for the portfolio and the execution of strategic user research and defining product strategy.• Effectively partner with product management to ensure solutions meet the needs of users and serve as a liaison to business area and to technology partners.• Effectively promote consistency and integrations across solutions where needed.• Generate new ideas at the product level and project level; prepare implementation plans.• Ensure all staff is provided with training and resources needed to perform their jobs to the most outstanding degree possible. Ensure all staff is provided with frequent feedback and coaching in order to meet and exceed individual and team performance goals consistently.• Manage and encourage new ideas from staff to foster improvements through innovations.• Empower the staff to be accountable and responsible for their own actions and decisions.

Implementation Support Lead & Project Manager (Application Support Rollout)Providing leadership IT services to for clients in the healthcare field, the services provided are desktops, application, networks and projects. • Develops, manages, and maintains the technical aspects of system implementation project. The scope of participation included but not limited to: management and maintenance of the all project documentation, management of the team and design of all technical aspects of the "project(s)" assigned • Assisted with defining the system configuration requirements for departments and specialty areas.• Communicates technical information effectively to other team members.• Analyzed the business and technical compatibility of systems, hardware, network, and interfaces.• Developed the technical testing plans and coordinates the “project's" technical testing processes.• Remaining up-to-date on “Project” changes to the management team.• Performed daily report on that day actives to members of the Information Technology team.• Responsible for the training of Doctors and staff, the training is based on the location of the Doctors, staff, responsibilities etc.• Testing, maintaining, and monitoring computer programs or systems, including coordinating the installation of Meditech modules.• Developing, documenting, and revising system design procedures, test procedures, and quality standards• Meditech implementation skills, including experience with building, testing, and training on specific Meditech modules.• Alexian needed healthcare computer systems analysts with Meditech implementation experience in a variety of skillsets including: Pharmacy, CPOE, PDOC, EDM, Orders, RXM, and Labs reports.

DuPage Medical Group/Edward Hospital (CompuCom) 3/2013 - CurrentDuPage Medical Group is Illinois leading multi-specialty medical practice healthcare company who is committed to superior care and innovation, with a leadership structured designed to maintain balance between primary and specialty care. Over 400 primary care/ specialty physicians in more than 45 locationsSupport Manager/Project Manager* Worked with technical community and business units providing clear and concise communications for the impacted on business unit, or customers. Interface with Technical business units and compliance officers on a regular basis providing updates for incident resolutions. * Ensure compliance with regulatory agencies, policies established by hospital/department, and management* Responsible for facilitating and directing crisis calls for the recovery of critical applications and resources from major incidents and outages. Resolves production problems or potential problems identify opportunities to improve systems and architecture. * Determined alternate solutions with risk analysis and identifies opportunities to use technology to improve availability, and minimize service disruptions. I served as primary liaison between various systems support teams and other technical teams during and after service disruptions. Interface with technical teams to direct or assist in service disruptions affecting Regional service disruptions.* Remain current on technical and professional developments and business strategies affecting area of responsibilities. Provide technical leadership and consultation. Maintain expert knowledge in specialized systems and ITIL standards.

WellCare Health Plans, Inc. provides managed care services targeted to government-sponsored health care programs, focusing on Medicaid and Medicare Benefit Health Consultant* Prepare agendas and lead client /team meetings while leading client teams' projects and deadlines utilizing project management tools. Ensuring CMS compliance with standards including use of templates, client calendar, peer review, and transparency.* Assist with developing employee communications strategy and oversee other team members in the execution of this strategy including management of open enrollment process.* Review the analyst's compilation of the health benefits information from a variety of sources (such as hard files, electronic files, the client and carriers), responses from the carriers and the data in a spreadsheet template (customization depends on client plan types, funding, rate structure, etc), reviews the transparency documents (compliance documents required for completion of all health and benefits work); maintain all appropriate documents in proper files.* Review claim and utilization data from insurance carriers on a monthly/quarterly basis that has been input into a standardized report template by the analyst; analyze and interpret data for trends; peer reviews customized, client ready reports; submit report to client and replies to any questions the client may have.

* Providing IT services to small businesses, these businesses consists of Physicians, Attorneys, School, and various small companies. The services provided were network, desktops,applications and projects. * Offsite support agent providing technical telephone support for incidents related to network, desktop, and applications for small businesses and schools including basic desktop and Network troubleshooting related to connectivity problems.* Network support activity includes on-demand operations troubleshooting and support for world-wide implementation of Cisco routers across private VPN, wireless and MPLS public networks. * Assist with regular patching and system updates for Meridian and Nortel PBX systems.* Interfaced with clients IT staff for connectivity and performance troubleshooting and incident remediation.

Leading soft drink and food products manufacturer and supplier; 3.7 billion sales, 16,000 employees Brand Pepsi that includes carbonated soft drinks, juice drinks, ready-to-drink teas and coffee drinks.Technical Support Supervisor * Provided 1st and 2nd level support to resolve user concerns with various in-house proprietary applications, including Windows, Microsoft Office, GroupWise, while still responding to telephone calls, emails, and personnel requests for technical support and provide updates in a timely manner.* Manage the technology department, ensuring all areas of the client were supported with proper computer systems in accordance with the ITIL standards and PepsiAmericas global standards.* Ensured the Support team followed company established policies and procedures.  Additionally, worked with the SDM to determine and implement new policies and procedures.* Responsible for producing Daily, weekly and monthly statistical analysis/metrics of support activity allowing for tracking trouble tickets and spot problem trends to maintain support staffing and costs.* Supervised staff of 7 engineers providing end to end off-shift operations support for 85 domestic and 2 international offices ensuring successful execution of network, IBM mainframe, Wintel, Sun Solaris, (storage?), Wintel anti-virus, application distribution, AD administration, and monitoring of host batch jobs, network and critical hosts. * Manage team that average 180 to 200 calls per day with an 80% first call resolution while reporting on FCR/ACD/ACW/AT etc.* Decreased service desk agent ‘talk-time’ by 25% resulting in increased client satisfaction and (allowing for 3rd level support team to focus on responsibilities).

The DHS (Department Homeland Security) works in the civilian sphere to protect the United States within, and outside its borders. Its stated goal is to prepare for, prevent, and respond to domestic emergencies, particularly terrorism.Senior System Business Lead  (Security Clearance Confidential & Secret)* Oversights of DHS technology department, ensuring all areas were supported with proper computer systems in accordance with the standards of the U.S. Government at the local, state and federal levels.* Ensured the implementation team followed company established policies and procedures.  Additionally, worked with the SDM to determine and implement new policies and procedures that benefit government standards.* Served as manager for the technology department, supporting computer systems in accordance with the brand standards of the U.S. Government at the local, state and federal levels.  * Knowledge sharing with programmers, application experts and computer operators regarding various applications systems, report generation, system enhancements, system failures and related issues.

Technisource, is a seasoned technology services leader, supports more than 1.5 million user’s annually 3.5 million service events, and offers in-sourced, outsourced and co-sourced service desk solutions.QA Team Lead  & Support Lead* Acted as the primary point of contact for the Kraft Service Delivery Manager (SDM), responsible for overseeing the Kraft Help Desk and Data Center teams while providing high-level technical skills, analysis, and knowledge of troubleshooting, and service levels.  * Ensured the QA team followed established policies and procedures and provided updates of changes that could potentially impact Kraft’s support efforts. * Analyzed various customer issues, recommended and implemented solutions to produce desired results* Represented the department at IT Governance to move projects through the process by persuading others that they were necessary and would return value to the organization* Served as point of contact for Kraft on all Spherion Team related issues and call escalations which involved escalating system or application issues in accordance with established escalation procedures.

American largest packaged foods company; 12 billion sales and 23,000 + Employees ConAgra's products are available in supermarket as well as restaurants and food service establishments. Headquarter located in Omaha, Nebraska.Desktop Support Manager of IT Infrastructure (Interim Director)  * Managed ConAgra’s IT support team for three business units (Refrigerated Foods, Deli Foods, and Foodservice organizations), consisting of combined revenues of $8.0 B. * Managed the IT support team, supporting over 4,500 users located at 20 sites, including 15 manufacturing facilities and DSD (Direct Sale Divisions). * Managed an IT team that performed 3-different rollouts/refresh of operating system and hardware. * Directed, maintained and enforced the enterprise standards and versioning for the networking, telephones, database, and desktop support teams, totaling 10 employees and 15 IT contactors. * Deployed major projects across the five-state region involving the hiring, training and managing of 25 employees prior to field deployment then performing post implementation support.* Ensured processes and procedures were established and followed for backup, fail-over, and spare equipment to provide minimal recovery time. * Implemented new policies and procedures for faster customer support and problem resolution.