Ken Simpson Email & Phone Number

Rochester, New York, Us

Rochester, New York, Us

Rochester, Ny, Us

• Directs, plans, recruits, staffs, implements policies, objectives, and activities to ensure Capstone provides timely, reliable and quality computer support services to its clients.• Support the sales team to ensure proposals and projects are properly designed and estimated.• Directs operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines.• Establishes practices to collect and analyze data necessary to identify trends in service delivery, especially those indicating systemic issue at client sites.• Plan and manage projects and activities to meet cost and schedule objectives.• Interface with customers to provide “Right-Fit” strategic guidance, discuss service delivery needs and issues, and maintain relationships. Utilize account coordinators and lead engineers to meet this objective.• Ensure gross margin, customer satisfaction, and service level agreement targets are met.• Ensure department policies and procedures are documented, updated and consistently followed.• Report Key Performance Indicators (KPIs) and status of strategic initiatives to CEO and the leadership team.• Determine how systems should work and how changes in conditions, operations, and the environment will affect outcomes.• Identifies measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.• Establishes and manages staff training and development goals to ensure staff is capable of supporting new technologies and service requirements.• Prepare and delivers technical presentations at seminars.• Stay abreast of advances in technology.

Rochester, Ny, Us

• Responsible for the leadership, planning, and effective delivery of all aspects of Information Technology end user support. • Assist the Chief Information Officer in aligning IT support functions with the needs of the College's schools and administrative departments to provide effective technology support for end users.• Communicate and collaborate with leadership, faculty, staff and students across the College to support strong partnerships between IT and the community.• Provide leadership for the IT service desk, desktop support, academic computing and simulation lab support, technology training, and classroom technology planning and support areas Provide technical guidance and support to other OIT staff members. • Oversee development of effective processes and tools that facilitate pattern analysis and enable proactive approaches that minimize or avoid service disruptions for the customer.• Maintain and manage IT Catalog of Services, accompanying service processes, and Service Level Agreements (SLA's) that help customers understand what IT services exist and what to expect.• Ensure that there are processes and systems in place to systematically collect and effectively apply customer feedback to the improvement of IT services.• Provide strategic, budget/fiscal and technology planning for Technology Support Services suggesting alternatives for day-to-day and long-term enhancements to service delivery to customers. • Oversee the management of the work order tracking system to provide excellent service to faculty, staff and students. • Participate in College committees and working groups to promote best practice use of information technology in administration and instruction. • Facilitate biweekly and monthly meetings to discuss best practices in regards to Support staff and meeting customer service goals.

Rochester, Ny, Us

• Manage the day-to-day operations of the OIS Service Desk. • Manage and mentor 13 IT support staff. • Evaluate and report on work order data. • Serve as backup administrator for the work order system, hiring, training and supervising. • Provide Tier One support for the College community in response to OIT Help Desk end-user requests, primarily providing support for telephone, e-mail, and walk-in-requests. • Provide technical guidance and support to other OIT staff members. • Provide Hardware, software, peripherals, and services across the Windows and Macintosh operating systems and audio-visual equipment.• Provide support for Mobile Devices, Network Printers and Multifunction Devices.• Perform performance evaluation and counseling for all help desk staff. • Facilitate biweekly and monthly meetings to discuss best practices in regards to Support staff and meeting customer service expectations.

Operations Management & Support• Fully responsible for technical support operations including coordination of technical issues involving network, hardware, and operating systems. • Oversee network connectivity, implementation, and troubleshooting for servers, routers, remote access, storage devices, printers, point-of-sale devices with in a 5-state region for over 157 stores and regional offices.• Provide 24x7 support.IT Purchasing & Vendor Management• Negotiate with vendors to secure servers, clients and software licenses.• Meet with various vendors to evaluate proposals and solutions for stores and corporate• Researched vendors, solicited bids, and procured all company hardware, software, and service contracts.• Manage IT budget of $120M annually.Security & Disaster Recovery• Responsible for all company backups to include off site.• Insure all stores are active in intrusion detection for Payment Card Industry (PCI).• PCI compliance officer for Wendy’s and Dibella’s.• Insure credit card best practices are being used at all processing stores.• Developed and implemented internet and systems usage policy.• Deployed biometrics for all stores to ensure secure use of point of sale terminals.• Manage production as well as DR servers and Storage.Project Management – New Site Builds• Consult with president and chief financial officer on the status of on-going projects, future technology issues and budgetary matters.• Build and deploy all video surveillance servers and cameras for install at all locations.• Order all servers and clients for new and existing Wendy’s and Dibella’s locations.• Manage and coordinate projects with the 5 regional IT support staff.• Schedule all Broadband provider installs for new stores and upgrades of bandwidth.• Coordinated with Regional IT personnel regarding software updates and patches.

Education record

Education record