Doug Krantz Email & Phone Number

Pittsburgh, PA, US

Waynesburg, Pennsylvania, United States

Choir and Theater Tech Teacher at Waynesburg Central High School.Choir, General Music, and Career Preparedness Teacher at Margaret Bell Miller Middle School.

Charleroi, Pennsylvania, United States

South Park Township, Pennsylvania, United States

Long term substitute 5th-8th grade Bands and Choirs, 5th-6th grade General Music, 7th-8th grade Music and Rock Instruments

Charleroi, Pennsylvania, United States

Taught high school choir and show choir, middle school choir, and middle school music appreciation classes.

• Lead Major Incident bridge calls as part of a hypercare team during Annual Enrollment for a client.
• Provided improvement recommendations for Major Incident and Problem Management processes.
• Assisted with driving Problem tickets to closure.
• Worked in rotating shifts during project.

Greater Pittsburgh Region

Greater Pittsburgh Area

• Responsible for the processes and procedures for the Major Incident Management team.
• Took team from a failing state to a fully-functioning, successful team.
• Provided training for all members of the MIM team.
• Managed a Knowledge Management process improvement project.
• Led, directed, and participated in Knowledge Transfer process to new offshore staff.
• Partially responsible for a wide variety of Cross Functional processes, including: Incident, Problem, Change, and Asset Management.

Carmel, IN

• Responsible for the processes and procedures for the IT Service Desk and Production Support.
• Managed the Help Desk Administrators and Lead Specialists, and Production Support Systems Analysts and Senior Systems Analyst.
• Facilitated, scheduled, and reported on CritSit (Critical Situation) meetings.

Carmel, IN

• Responsible for the processes and procedures for Service Desk, IT Deploy, Change Management and Problem/Availability Management.
• Supervised the Help Desk Administrators and Analysts, as well as Systems Analysts for IT Deploy, Change and Problem/Availability Management.
• Revamped and extended entire process documentation for the IT Deploy process.

Daleville, IN

• Performed day-to-day tier 1 Help Desk management functions including: writing performance reviews and disciplinary reports, gathering and analyzing statistics, and setting team standards and goals.
• Managed a transition project from homegrown software to LANDesk software.
• Established standard objective metrics and reporting.
• Reduced oldest Incident age from months to days.
• Provided information to auditors with no negative findings.

Daleville, IN

Managed First Merchants Bank's IT Service Desk and a transition project from homegrown software to LANDesk software.

Carmel, IN

• Performed day-to-day tier 1 Help Desk management functions including: writing performance reviews and disciplinary reports, gathering and analyzing statistics, and setting team standards and goals.
• Reduced Tier 1 response time SLA breaches from 5.1% to 1.7%.
• Created senior management benchmark reports.
• Inaugurated use of knowledge base for users and technical staff.
• Created an asset tracking process for desktop and laptop computers.

Indianapolis, Indiana Area

Taught instrumental music and AP® Music Theory.

Carmel, IN

• Performed day-to-day tier 1 Help Desk management functions including: hiring, firing, directing staff training, writing performance reviews and disciplinary reports, gathering and analyzing statistics, and setting team.
• Reduced the number of Help Desk staff from 10 full-time staff working 8:00 A.M. to 6:00 P.M. to 5 full-time and 2 part-time staff working 7:00 A.M. to 8:00 P.M. while increasing the number of users supported.
• Improved Help Desk call center performance:
• 2006 Average Speed of Answer: 13.5 seconds; 2007: 13.2 seconds
• 2006 Average Call Time: 2 minutes 23.3 seconds; 2007: 2 minutes 15.9 seconds
• 2006 Calls Taken: 74,222; 2007: 79,274

Mm, Music

Ba, Music