Don Rogers Email & Phone Number

Flower Mound, Tx, Us

Dallas-Fort Worth Metroplex

Dallas-Fort Worth Metroplex

Support Managed Services Clients in aligning technology with business goals through standards, best practices, strategic planning, and budgeting.-Maintain portfolio of 12 clients (municipalities/non-profit/medical/financial/manufacturing)-Work as part of a core leadership team focused on continual service improvement in areas of Problem Management, Organizational Workflows, and initiatives to drive down clients’ technical burden and defect rates.-Work with clients to successful complete compliance audits (i.e., CJIS and PCI).-Work with external stakeholders (vendors and suppliers) to quote effective and efficient products and services to improve clients’ competitive advantage.

Keller, Texas

Guide modernization and service-level enhancement initiatives spanning multiple facets of information systems, including data center operations, disaster recovery, cloud computing, Active Directory, network hardening, documentation, End-User education, and telecommunications.- Established reporting metrics in the form of SLAs and KPIs.- Expanded company-wide knowledge through training and mentorship to educate staff on managing/servicing client product offerings.- Assist Fractional CIOs in building/maintaining client relationships through monthly site audit visits to insure technical alignment, institute Best Practices, resolve any outstanding issues, and identify opportunities to increase revenue, reducing problems reported to our Service Desk by 28%.- Increased CAPEX project opportunities by 70% through audit and best practice identification. Realizing immediate growth of $20,000+ (monthly for 2018) in NRR (Non-Recurring Revenue) due to discovery of misconfigurations and augmentation needs of network/server/hypervisor environments.- Created a standards approach to client on-boarding that cut ramp-up time from one month to two weeks.- Staffed and managed 8 member service desk team.

Irving, Tx

Successfully oversaw establishment and development of Support Services team. Held full P&L responsibility for $600K budget across 2 locations in Texas and Pennsylvania.- Active member of the executive management team, accountable for the oversight and development of a department of Support Engineers, SA/DBAs, and 4gl Developers for the maintenance/support/sustained development of the Money Manager tm Cash Vault application for a large corporate client base of commercial banks and armored carriers.- Generated $1.7M in annual recurring revenue after establishing and rejuvenating support services contracts. Achieved with zero decline in service levels through highly effective reorganization of operations- Reorganized and restructured work schedule across junior and senior members of the team, assigning tasks in a more effective and productive way, reducing time to resolve by 70%.- Created reporting metrics and service level agreements for problem management to existing clients to measure quality/profitability/client satisfaction.- Managed critical projects, including two major integration initiatives, SOX-compliance audits, and maintained 100% success rate to get data issues resolved before Federal Reserve cutoff times for our banking clients.

Ft. Worth, Tx

- Operating contributor of a 24/7 team managing/maintaining a corporate datacenter, consisting of 1500+ Unix and windows servers.- Engaged with vendors to roll out improved monitoring templates to decrease on-boarding time/eliminate noise/insure effective monitoring.- Contributed as Floor Manager to oversee shift staff and be accountable for daily operations.

Miami/Fort Lauderdale Area

Part of an IT team responsible for all software and network issues for our client BellSouth. Working as part of an IT team to support a client audience of over 5000 users (sales, clerical, executive, and administrative) working in a Microsoft Windows NT/2000 OS environment, as well as maintenance and the migration of the users to current operating systems and applications. Provide 24 hour/7 day a week support for users. SA's responsibilities include updating systems with new releases and files, troubleshooting application problems, resolving hardware, software and network related issues, pre-course system setup\training, configurations of new equipment, maintaining inventories, etc. Mandatory support requirements set up for client is to close 80% of reported troubles within 7.5 business hours as well as contacting the affected customer within 1 hour of reporting problem.

Miami/Fort Lauderdale Area

Responsible for distribution and creation of access rights, user privileges, as well as general security issues for entire Florida Network domain, creation of computers and users on the domain. Responsible for user account maintenance on all BellSouth specific applications, as well as normal NT administration. Additionally, helped create problem tracking data to assist in resolving user and network problems. Also in charge of general helpdesk duties of resolving password issues, desktop support, and telephone support.

Technical Support for Broadband internet customers

Master Of Science - Ms, Management And Leadership

Bachelor Of Science Business, Information Technology Management

Electrical Engineering Technology

Activities and Societies: Alpha Gamma Rho

Diploma, Math, Science, Computers