Keith W. Dix Email & Phone Number

Indianapolis, In, Us

Washington, Dc, Us

Indianapolis, In, Us

Teaching at Ivy Tech, I have the opportunity to help Computer Information Systems students gain a better understanding on topics such as database design and maintenance, networking and data communication.✪ Key Accomplishments ✪● Facilitate weekly classes online, always trying to keep the course engaging and relevant to the ever changing technology arena. ● Provide real world examples from my 14+ year career in computer technology. Through this time, I have seen a lot of changes and hope my students can learn from my experiences.

Menlo Park, Ca, Us

As manager, my focus is on customer service by supporting all end users hardware and software needs. It is critical that incidents and requests are handled swiftly and efficiently.✪ Key Accomplishments ✪● My main goal as manager is mentoring and coaching my team. It is important to me that they not only succeed in their current position on the service desk, but also continue to grow in the organization. In two years time, I have been fortunate enough to see five team members grow into new positions. This to me is success.● When I became manager, backlog of tickets was an issue. Processes needed to be implemented to fix the issue going forward, as well as many hours spent to rectify the situation. In 6 months, the situation was remedied and continues to run smoothly.● The perception of the service desk used to be that tickets went into a black hole. My goal was to change the response time, as well as create a culture of strong customer service and a great customer experience. The team is now revered throughout the organization for their timeliness and professionalism.

Indianapolis, In, Us

Very similar to my teaching tenure at Ivy Tech, I thoroughly enjoyed teaching students at IUPUI. I was even fortunate enough to hire one of my students to work for me on the service desk at Interactive Intelligence. ✪ Key Accomplishments ✪● Facilitate live classroom lectures each week. To keep the class interesting and engaging, I would assign students sections and have them lead the class, as I believe the best way to learn is to teach. ● Since the class was live, I was able to have discussions on technology and events, both past and present. I believe it is safe to say I learned just as much from them as they did from me.

Phoenix, Az, Us

Teaching for the University of Phoenix was rewarding, but rigorous. The courses were 4 weeks long, but included 16 weeks of curriculum. To keep on top of the questions, grading and assignments, there were many long nights and weekends worked to help my students be successful. ✪ Key Accomplishments ✪● Gained the experience of teaching primarily adult learners, all who were also working full-time positions and trying to attain a degree. The course was only one night a week, but was 4 hours long. Keeping their interest was tough, but gave me a great sense of accomplishment at the end of each course.

Indianapolis, In, Us

This was my first foray into the management world. Thus, my first time managing not only people, but also budgets, human resource tasks and the direction and morale of the team. ✪ Key Accomplishments ✪● My most memorable accomplishment was moving the company from a on premise hardware environment into virtual technology. The idea of virtual servers was still fairly foreign to most non IT professionals, making this change somewhat ahead of its time. This was the first major IT change for the company and was a highly visible project. ● Since the location was brand new, I was able to use my experience at Interactive Intelligence to help implement the IT infrastructure - networking, wiring, phone systems, etc. Given my background, my suggestions and recommendations helped create a reduction of telecom expense by 40%.

Indianapolis, Indiana, Us

As principal engineer, I was the main contact to solve customer issues with Interaction Recorder, a segment of the Customer Interaction Center (CIC) product. ✪ Key Accomplishments ✪● Since each engineer was responsible for individual components of CIC, I became the resident expert on Interaction Recorder, a software function for call centers that records the call so it may be monitored at a later time by the supervisor. Whenever there was a question regarding Interaction Recorder, I was the first person contacted.● Another function of my role (due to my expertise on Interaction Recorder) was to present at partner and user conferences throughout the year. One of the biggest events I spoke at was called Interactions, the Interactive Intelligence customer event that occurs each summer in Indianapolis.

Indianapolis, Indiana, Us

Muncie, In, Us

Indianapolis, Indiana, Us

Master Of Business Administration (M.B.A.), Technology Management

Bachelor Of Science (B.S.), Computer Technology