Chuck Hench Email & Phone Number

San Francisco, Ca, Us

My job is to help my customers maximize their value in our Platform. There are a number of means by which I accomplish this goal that are part of my daily/ weekly routines:1. Presenting public-facing technical demos and holding weekly Q&A Webinars.2. Assembling and presenting customer-specific and use-case specific technical demos to customers going through our guided sales processes.3. Leading trial-run customers through Proof of Value and Proof of Concept exercises to ensure early-stage success.4. Proactively identifying gaps in customer observability and delivering tailored solutions that optimize system performance.

Kent, Washington, Us

At Kelley Connect, my role was to provide technical support and solutions for over 100 partner businesses. This involved a range of responsibilities, including:1. Overseeing Microsoft 365 licensing, orchestrating deployments, and ensuring seamless administration.2. Facilitating in-depth IT needs assessments, partnering with clients to design tailored technology solutions.3. Offering remote technical support to customers across the Pacific Northwest, troubleshooting and resolving issues to maintain high customer satisfaction.Crafting detailed IT reports and technical solutions, which informed vCIO decisions and contributed to long-term customer retention.

Chicago, Illinois, Us

At RR Donnelley, I focused on managing IT infrastructure and ensuring operational stability across our manufacturing sites. My daily responsibilities included:1. Deploying and maintaining over 100 workstations and 120+ user accounts, while ensuring all equipment and software were operating efficiently.2. Establishing and curating new IT documentation and asset management practices, which filled a two-year knowledge gap and ensured smoother on-boarding/off-boarding of employees.3. Managing patching processes for 20+ Windows Servers, which were critical to maintaining system security and operational uptime.4. Coordinating IT asset deployment for incoming employees, ensuring their technology needs were met promptly and effectively.

Herzogenaurach, Bavaria, De

At Adidas, I was responsible for handling escalated IT issues and shaping processes for support teams. Key aspects of my role included:1. Collaborating with the IT Service Delivery Manager to develop support processes and policies that improved the team's efficiency and service quality.2. Leading IT onboarding sessions for new hires, helping over 100 employees become familiar with systems and services during their first quarter.3. Deploying and managing centralized system imaging and software updates for 100+ user workstations, improving the overall efficiency of IT support operations.

Lake Oswego, Or, Us

At Directors Mortgage, my focus was on maintaining smooth daily operations of IT systems and infrastructure. My responsibilities included:1. Monitoring systems and processes, troubleshooting issues reported by users, and managing user accounts as needed.2. Administering and maintaining a wide range of hardware and software, including servers, printers, routers, and more to ensure uptime and efficiency.3. Preparing and deploying new hardware while managing security updates, software patches, and system integrity.Completed Projects:1. Migrated on-premises Exchange to Office 365, improving email management and communication.Migrated on-premises Active Directory to Azure, enabling more flexible user access and management.2. Implemented new Identity and Access Management processes to enhance security.3. Reduced time-to-deployment for workstations through improved system management and recovery processes.4. Reorganized Active Directory structure, applied new Group Policy Objects, and created a user-friendly portal for FAQs, help tickets, and asset management.

At eWind Solutions, I played a vital role in building and maintaining the company's IT infrastructure. This involved:1. Designing and launching a seamless IT system that enabled real-time collaboration across distributed teams, reducing project delays by 80%.2. Integrating domain services into a centralized management system, which streamlined administrative tasks and allowed the team to focus more on strategic business initiatives.3. Contributing to the design and testing of a portable fixed-wing kite model, which demonstrated the viability of wind energy generation in varying conditions.

As a Systems Engineer at Net2Vault, I specialized in creating and managing storage solutions using NetApp technologies. My role included:1. Overseeing setup and management of vFilers, aggregates, volumes with thin provisioning, and file-sharing protocols such as CIFS/NFS.2. Scheduling and monitoring data backups and disaster recovery (DR) replication using NetApp's native technologies to ensure the security and accessibility of client data.3. Administering Active Directory Services, ensuring proper access controls and managing user accounts for file-sharing and hardware access.

At Yahoo! Small Business, I provided top-tier technical support for small business clients, focusing on their web hosting, email, e-commerce, and domain management needs. My responsibilities included:1. Delivering world-class customer support, helping clients resolve technical issues with hosting, email, and e-commerce solutions.2. Facilitating communication between support teams, engineers, and management to resolve large-scale issues quickly and efficiently.3. Assisting in the training and onboarding of new hires, helping them ramp up with a clear understanding of tools and processes.

Gaithersburg, Md, Us

At GXS, I held multiple roles supporting a Fortune 500 company’s sales force. My primary responsibilities included:1. Providing over-the-phone support for users, troubleshooting a wide range of technical issues, including proprietary applications, network access, operating systems, and hardware.2. Escalating unresolved cases to higher-level support channels, acting as a liaison between teams and ensuring issues were efficiently resolved.3. Supervising shifts, overseeing call metrics, and generating performance reports, while also directing helpdesk efforts during critical issues.Additional Responsibilities:1. Leading a project to reorganize and streamline our issue-resolution database for more efficient problem-solving.2. Training new hires on hardware, proprietary applications, and business processes.3. Traveling to Montreal, Canada for a 4-week training and oversight project during a contract transition between GXS and IBM of Canada.

Master Of Science - Ms, Computer/Information Technology Administration And Management

Bachelor Of Science - Bs, Information Technology

Associate, Occupational Studies

Computer Engineering