Keith Monks Email & Phone Number

Kansas City Metropolitan Area

Lenexa, Ks

Directed IT operations for the entire organization which was supported by multiple entities: internal staff, parent company staff, and a local managed service provider.Management: assignment prioritization, hiring & development, procurement, project management, standard operating procedures, vendors/contractorsApps Support: custom applications, ERP, websitesProcurement of IT-related hardware, software, & servicesEnd-Users: help desk, desktop support, MS Office & other purchased solutions, virus protection, email spam filteringInfrastructure: database administration, disaster recovery, domain administration, network (firewalls, switches, routers), printers, servers (Exchange, file, print, SQL, web), cloud-hosted backups, multi-function printersCommunications: internet, phone systemStandards/Compliance: ITIL, SOX

Led a virtual service delivery team, on a $1.3M client account. Provided quality management, SLA and operational reporting, plus process, audit, and tools support. Identified corrective actions, assigned ownership, and tracked the progress of each initiative for FDA non-compliances. The off-shore delivery team had no experience with FDA compliance and was positioned to fail an impending audit. Boosted training compliance from 5% to 95%, leading to a successful audit with no major findings.

Managed IT projects, including knowledge transfer, process development, & client relationship management. Launched 24 x 7 coverage command center new General Motors contract compliance. Tasked with mobilizing resources to pull together command center at Capgemini with only 1.5 days’ notice. The client indicated our command center was the most prepared out of 10 service providers.Ensured effective knowledge transfer between project implementation teams and service delivery support teams by requiring all training sessions to be recorded.

Served as liaison between QA and technical delivery teams being established to support clients. Point of contact for establishing Service Quality Plans and initiating all quality-related services for new clients. Developed repeatable methodology (project plan, checklists, procedures, etc...) for onboarding new customers. Was the initial employee for this new role in outsourcing organization with no established methodologies. Mitigated risk of not addressing a critical customer setup function.

Managed a seven-person service delivery team. Brought value-added solutions and provided regular communication to client leadership. Wrote Change Management procedures, grouping changes into releases and socializing new concepts with staff and user community. IT organization transitioned from independent IT systems to ERP. ERP changes were not being properly integration tested before release, causing system errors and impacting the business. Reduced failed SAP implementations from 50% to < 5%.

Supported computer applications for numerous divisions of 16,000+ employee company, including development, enhancements, & production support. Developed and deployed an electronic Annual Benefits Enrollment system. Was a manual process that included data entry of paper forms by the HR Department. Increased employee satisfaction plus lowered HR costs of $30,000/year.

Master Of Business Administration - Mba, Management And Organizational Behavior

Bachelor Of Science In Business Administration - Bsba, Computer Information Systems

Activities and Societies: Track Team, Lambda Chi Alpha