Craig Hynek Email & Phone Number

• Support operations (Incident Management, Change Management, Request Management, Problem Management and SLA achievement).• Oversee 24x7x365 global ERP support processes / procedures and ensure rapid response coverage for critical incidents and clear communications to stakeholders.• Lead the ERP Support Operations team, ensuring the team's processes and tasks are carried out efficiently.• Manage 3rd party support vendor relationships.• Create and update documentation related to ERP system management.• Interface with business process owners to understand incident impacts and request priorities.

Plymouth, Minnesota, United States

• Directed high-quality support and service for customers by managing procedures and resource prioritization• Enhanced support quality through team management, maintaining schedules, and overseeing incident management• Collaborated with Customer Success Manager and VP of Integration for service delivery strategies• Developed and maintained department procedures and supported staff development• Managed budgets and ensured team alignment with company goals, and handled collections

Greater Minneapolis-St. Paul Area

• Managed day-to-day operations, team scheduling, and service performance for customer satisfaction• Addressed customer complaints, managed service KPIs, and reviewed processes for continuous improvements• Oversaw service revenue forecasting and resources, reporting financial results to the executive team

Greater Minneapolis-St. Paul Area

• Provided leadership and direction to ensure compliance and adherence to best practices• Managed service delivery, problem mitigation, and critical situation management for mission-critical systems• Led projects, ensured adequate staffing, and scheduled activities to meet SLAs

• Led a global team of Storage Area Network engineers focusing on block storage and fabric infrastructure• Managed hiring, development, and coaching of a high-performing workforce• Identified and recommended changes in policies and procedures, significantly reducing the mean time to repair• Oversaw real-time management, staffing, and workplace scheduling in the call center• Managed engineers working on VMWare, virtualization, and storage for various networks• Directed service delivery and managed the team's administration, budgeting, and project handling• Acted as a key escalation point within the Copilot team for customer issues and after-hours escalations

• Managed telecommunications central office switching systems, outside plant facilities, and associated equipment• Supervised a team of 18 switch technicians across nine locations, overseeing their development and training• Developed and maintained vendor relationships to optimize efficiency and service quality• Managed staff in administration, including scheduling, budgeting, recruiting, and performance management• Responsible for the installation, modification, testing, and repair of data communication network equipment• Maintained a safe and clean switch site, ensuring a comfortable work environment• Oversaw large projects, budgets, change management, and automation processes implementation

• Managed complex assignments involving the development and integration of major customer solutions• Ensured project plans met customer needs, were within budget, and implemented on time• Utilized project management tools for multiple conversion projects and system replacements• Provided work direction for 3rd party vendors and evaluated RFPs• Acted as a liaison between IT and Business, leading projects from phone system replacements to data center buildouts