Charles H Rudd Email & Phone Number

Greater Denver Area, Lakewood, Co

System Support Duties•The installation, configuration, upgrade, and ongoing usability of laptop computers, peripheral equipment and software. •Work with vendor support contacts to resolve technical problems with end user hardware and software. •Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email, application servers and administrative systems. •Trouble Ticket entry, update and follow up in IT support request. •Administer hardware images as required. •Provide on-going support to all users of the information and telecommunication systems. •Responsible for supporting the integrity of the computer working environment, all computer equipment and applications, cellular and telecommunications systems. •Provide basic training/support in accessing the network and use of various software applications. •Responsible for ordering and maintaining any information systems related components as needed to support the end users. •Support new computer hardware and software, and continued support of the existing hardware and software throughout the organization. •Perform all job tasks within the rules and guidelines of SLA’s •Work as a Team Player with co-workers and in conjunction with other departments. •Other duties as directed.

Greater Denver Area Lakewood, Co

• Thrive in a controlled chaos environment that is fast paced with priorities that change daily/hourly to meet the needs of the clients • Prepare the monthly and weekly schedule with approved client hours for clinician and therapist• Track client authorization for approved hours• Utilize my skills of attention to detail and creative problem solving, then communicate changes to affected families, therapists and clinicians• Maintain security and confidentiality of all files at all times

Greater Denver Area

Process Assistant-Tier III • Ensure safe work environment for associates• Coaching associates to follow all SOP procedures to work safely always• Demonstrated problem solving and analysis skills of outbound process• Workflow and daily Production goals with labor assignments and time tracking• Associate resource department leader when Area Manager is not available

Greater Denver Area

Airport Operations Supervisor Customer Service – Late Night Operations •Monitor all flights to ensure proper time management for on-time boarding and departures.•Investigate delays to ensure they have the correct delay codes and follow up if corrective action is required. •Monitor all arrivals and departures after 2300 to ensure proper staffing, boarding and dispatch of the flights. •Monitor all activities at the Customer Service Center, to ensure proper processing of the disservice passengers. •Manages monetary impact of irregular operations related to oversales, ETCs, CSVs and hotel accommodations. •Analysis of operational risk and process all ANP/Auto and Mando request to maintain late night operational goals.•Reviews, researches and reports on operational metrics, employee performance and customer issues. Consistent use of AERO, Shares, On Demand, SharePoint, and Access Database for report building.•Leads and develops the skills of front-line agents. Monitors CSR behavior with customers (both internal and external) to ensure consistency and compliance. • Created Service Recovery process for oversight on bag movement during irregular operations to ensure customer is not separate from their checked luggage. • Led SFOCS to success with iPhone / iRROPS Application implementation. Restructured Service Recovery work to encompass the use of the mobile device and minimize transaction times at the Customer Service Centers.•Manages financial impact of irregular operations related to oversales, ETCs, CSVs and hotel accommodations. •Led SFOCS to success with iPhone / iRROPS Application implementation. Restructured Service Recovery work to encompass the use of the mobile device and minimize transaction times at the CSCs.•Created Service Recovery process for oversight on bag movement during irregular operations to ensure customer is not separate from their checked luggage.

Salesforce.Com

Client: Salesforce.com (3/08 – 8/08) •Analyses of complex business issues and recommend Active Directory as primary source of record for automated solutions using IAM tools •Created Project Timeline for Identity & Access Management complete with SSO solution •Created evaluation criteria for IdM and SSO solutions ,with test, pre/post production environment requirements•Created Proof of Concept environment using VMware

San Francisco Bay Area

Client: Charles Schwab (2/07 – 12/07) Network Appliance (10/07 – 3/08)•Member of technical leadership team working with clients and resource owners to understand complex business requirements for delivery of Oracle’s IdM Technology•Provided technical support for the IdM production environment, validating technical issues, troubleshooting for resolution, and escalating when appropriate•IdM production system management of Active Directory, Exchange Server 2008, Oracle Financials, Mainframe, RSA VPN, and Remedy complete access group control, drive mapping, security questions for self service •Translated complex technical concepts into understandable terms and tailored communications to target audience

Oakland, Ca

•Provided leadership during cross functional meetings to gather systems and business requirements for IAM project, including writing the RFP, evaluation of vendors (Sun, Oracle, CA), writing functional and technical requirements for IAM Solution during POC review, and phased implementation planning Developed functional requirements and recommendations for the SunONE Identity Management Solution. • Managed Access Management Customer Service Group with 13 direct reports•Worked as part of a team to discover new and improve current processes to increase productivity by 67% per request. •Enforcement of Sarbanes-Oxley (SOX) audit controls for required applications.•Evaluated existing manual processes and developed, recommend and implement automated process solutions using IAM tools for Access Management across company platform/systems, not limited to but including: Active Directory 2000/2003, Lotus Notes, UNIX (Sun Solaris), NIS+, LDAP, SunONE Identity Management Solution, ACE-VPN server, iPass/Cisco-VPN, Radius solution, Checkpoint Firewall, Oracle, Mainframe, Siebel, and SAP R/3, BW, PDM/PED, and SAP HR•Created virtual environment for training classes to bring rest of team up to speed on process changes and expected results from production environment•Provided first and second level technical support, troubleshooting and incident resolution •Provided 24x7x365 technical support as part of the after-hours support team

Oakland, Ca

•LAN/WAN/Lotus Notes Administrator•Managed 500+ corporate and 130+ remote user accounts. •Managed the support desk staff of 6 technicians. •Maintained all network connections, local and remote. •Maintained Checkpoint Firewall, Lotus Notes, Windows NT/2000 mixed environment. •Installed and configured MS Exchange, McAfee Virus Protection with Lotus Notes E-mail scan and filter, and JustWin Apparel systems. •Monitored all network activity logs that including failed authentication patterns. •Configured system backup and restore process and procedures. •Project manager for the Lotus Notes upgrade, version 4.0 to 5.5.

Concord, Ca

•Prepared Monthly General Ledger balance sheet. •Tracked daily account activity on assigned accounts. •Provided computer support and training to office staff.

Business Administration, Information Systems/Human Resources

Activities and Societies: none Earned my degree

Certificate, Accounting Concepts/Financial Systems

Activities and Societies: none earned my certificate