Greg Pennypacker Email & Phone Number

Columbus, Oh, Us

PARK PLACE TECHNOLOGY JANUARY 2020 TO JUNE 2022 IT HELP DESK MANAGER • Manage and direct a team of 16 Help Desk Staff Members (8 help desk technicians (level 1 and 2), 2 desktop engineer, 4 applications technicians (level 1 and 2), 1 systems administrator and 1 system engineer).  (2) located in the UK  (1) located in Malaysia  (3) located in Massachusetts  (3) located in North Carolina  (7) located in Ohio • Manage Client Relations, (Business Opportunity, Growth, Service and Support and Projects) • Manage Help Desk Support Ticketing System • Responsible for all aspects of Client Relations, including:  establishing and maintaining business relations  selecting appropriate technical staff to meet customer business requirements  contract negotiations, risk assessment and staff compensation  client problem resolution and ensuring overall client and customer satisfaction• Establish and manage Service Desk SLA’s, processes, procedures and workflows as it relates to day-to-day operations. • Build and Manage Help Desk metrics/dashboard using MS Powerbi• Responsible for hardware platform of PC’s and mobile devices.  standardize on computing devices - establish relationship with vendor  refresh computing devices per policy for laptops and desktop  establishing contracts with mobile carriers  standardize on mobile devices  create hardware (PC’s and mobile devices) support and refresh policy and procedures• Responsible and manager Sharepoint platform

• Manage and direct a team of 4 IT Engineer and 1 Procurement Administrator• Manage Client Relations, (Business Opportunity, Growth, Service & Support and Projects) • Manage 5 Business modules contracts

Beachwood

RESPONSIBILITIES:• Manage and direct a team of 4 Business Analysts and 1 Technical/Web Developer.• Manage and direct Oracle outside service provide on the companies Oracle instances.• Manager and direct Sharepoint outside service provider• Manage business platforms Oracle, Intranet/Internet and Sharepoint.• Plan and Manage annual project deck and resource load to ensure deliverables are met. • Facilitate meetings with Leadership keeping them apprised on status of projects.• Approves all business initiatives prior to creating technical solutions.• Establish and manage Service Desk SLA’s, IT processes, procedures and policies KEY ACCOMPLISHMENTS:• Project Manager of Divestiture. Aleris sold their Recycling division.  - Carve-out of Oracle platform from Aleris to Real Alloy - Move Hardware assets (PC’s, mobile devices, and printers) to new contracts for Real Alloy - Move corporate headquarters to new location• Project Manager for internal/external Audit (SOX Compliance). Working with Price Waterhouse Coopers and E&Y auditors. - Audit on IT process and controls – mitigate risks  - Audit on Oracle platform with a focus on Change Control’s and User Profiles  - Audit on Kronos platform • Project Manager for document imaging solution. - Negotiated contract with Cloud Solution - Setup and configure environment focus on aspects of AP/AR and Legal.  - Documentation and end user training• Project Manager and Managed development team for sharepoint apps - Designed and managed team to build new vendor mater app - Designed and managed team to build new metals app  - Designed and managed team to build new on boarding app - Designed and managed team to build new capital expenditure app - Designed and managed team to build new project tracking app - Designed and managed team to build new executive dashboard using PowerBi - Designed and managed team to build new metrics dashboards using PowerBi

Beachwood

RESPONSIBILITIES:• Manage 12 Service Desk Support Analysts. Provide support for 5000 users, 24X7. • Responsible for all aspects of Client Relations, including: - Establishing and maintaining business relations - Selecting appropriate technical staff to meet customer business requirements - Risk assessment and contract negotiations - Client problem resolution and ensuring overall client and customer satisfaction• Establish and manage Service Desk SLA’s, processes, procedures and workflows as it relates to day-to- day operations. • Responsible for hardware platform of PC’s and mobile devices.  - Standardize on computing devices - establish relationship with vendor  - Refresh computing devices per policy for laptops and desktop - Establishing contracts with mobile carriers  - Standardize on mobile devices  - Create hardware (PC’s and mobile devices) support and refresh policy and proceduresKEY ACCOMPLISHMENTS: • Outsourced and implemented a 24x7 Help Desk. This included the negotiations on costs, contracts and agreements. Designed, developed and implemented ticketing system and SLA’s. Development metrics reporting model. $150K Project.• Outsourced and implemented a 24x7 Oracle Support and Development Model. This included the negotiations on costs, contracts and agreements. Designed, developed and implemented ticketing system and SLA’s. Development metrics reporting model. $3M Project.• Designed, developed and created an On Boarding model and process. The On Boarding model is used by HR and IT respectively to On Board a new employee. The training model was created for IT to take a unified approach to train individuals.• Project Manager of Divestiture. Aleris sold their Recycling division. Carve-out of Oracle platform from Aleris to Real Alloy. Move Hardware assets (PC’s, mobile devices, and printers) to new contracts for Real Alloy.

Beachwood Ohio

RESPONSIBILITIES:• Manage and direct a team of IT professionals to handle all issues, regardless of difficulty or complexity while ensuring that all clients are provided outstanding customer service. • Manage Operations and provided technical support for 26 North America facilities (3700 + users) and 4 China facilities (600 + users). • Responsible for all aspects of Client Relations, including: - Establishing and maintaining business relations - Selecting appropriate technical staff to meet customer business requirements - Contract negotiations, risk assessment and staff compensation - Client problem resolution and ensuring overall client and customer satisfaction• Establish and manage Service Desk SLA’s, processes, procedures and workflows as it relates to day-to-day operations. KEY ACCOMPLISHMENTS:• Designed, developed and implemented global IT reporting metrics. Metric model is use by all IT Managers to produce daily metrics on staff and operations. • Designed, developed and created an On Boarding model and process. The On Boarding model is used by HR and IT respectively to On Board a new employee. The training model was created for IT to take a unified approach to train individuals.• Directed a $1.4M project to refresh over 4000 PC’s (laptops and desktops) worldwide. - Created/maintained project charters, stakeholders analyses, risk assessments and detailed schedules - Negotiated leasing contracts with manufacturer - Negotiated and developed the Statement of Work (SOW) - Developed windows 7 image and baseline applications - Created processes and workflow • Directed a $500K project to outsource 1st level support 24x7. - created/maintained project charters, stakeholders analyses, risk assessments and detailed schedules - negotiated contract with the vendor - negotiated and developed the Statement of Work (SOW)- created processes and workflow- changed ticketing system to ServiceNow.

Solon Ohio

GLOBAL IS MANAGER • Provided technical support for over 900 end-users (worldwide)• Provided hardware and software training to all users• Developed training platforms for various applications and operating systems• Developed an e-Learning environment for continuing end user education • Developed a passport system for users and HR to track education (training, certificates, degrees) • Managed the configuration and performance management of all PC systems and telecommunications.• Recommended hardware/software solutions and upgrades using established procurement processes.• Developed standards, documentation and policies for hardware and software• Engineered/implemented one worldwide help desk. • Microsoft Sharepoint administration, design and training• Microsoft Windows 2000/2003 Active Directory administration and training• Administration on a Avaya Communication Manager PBX – creating and maintaining phone stations/extensions • Cisco Unified Communication AdministrationASSET COORDINATOR• Managed a 250K annual budget for hardware • Maintained hardware inventory and financial status of yearly asset budget• Desktop deployment: leading edge technology, company image standard on all deployments, building hardware and end user deploymentMOBILE PHONE COORDINATOR• BlackBerry Enterprise Server administration• BlackBerry device administration, training and client support• Maintained annual budget for blackberry replacements

Successfully determined and implemented IT solutions based on clients needs.

Owned and operated local trucking company.

Responsible for Accounts Payable, Accounts Receivables, HR aspects including payroll, company benefits and hardware and software training for clients,

Associates Degree, Business Management And Computer Science

Certification, Itil