Kenneth Roach Email & Phone Number

Des Moines, Iowa, United States

As a Major Incident Manager, I am responsible for managing and resolving critical incidents that significantly impact IT services, utilizing the Kepner-Tregoe methodology. My role requires a proactive approach, ensuring swift resolution and minimizing business disruption. Lead and coordinate the response to major incidents, collaborating with technical teams, stakeholders, and external partners to ensure effective resolution. Oversee the incident lifecycle from detection to resolution, ensuring all actions are documented and communicated. Apply Kepner-Tregoe problem-solving techniques to analyze incidents, identify root causes, and develop action plans for resolution. Use structured thinking to prevent recurrence and improve overall major incident management processes. Serve as the primary point of contact during major incidents, providing timely updates to all stakeholders. Compile comprehensive major incident reports, including root cause analysis and lessons learned, and communicate these findings to relevant parties. Analyze incident trends to identify and implement process improvements that enhance incident management effectiveness. Participate in post-incident reviews to drive continuous improvement and update best practices. Work closely with IT operations, development teams, and external vendors to resolve incidents efficiently. Facilitate knowledge sharing and training sessions to improve the incident management capabilities of the broader team.

Des Moines, Iowa Area

Responsible for overseeing the efficient operation and maintenance of both on-premises and co-location data centers. This role includes ensuring optimal power and cooling usage, maintaining equipment, and coordinating activities across multiple teams to support business operations effectively. Oversee the racking and cabling of servers and other devices, ensuring company cabling standards are followed. Schedule and perform preventive maintenance on Data Center UPS and PDU equipment as needed. Plan, schedule, and manage all Data Center shutdowns and startups, coordinating resources across multiple teams. Maintain a Data Center Service Restoration Runbook for use in the event of an unplanned power outage and respond to Data Center alarms by replacing batteries and equipment as necessary. Provide Data Center (MDF/IDF) design recommendations and consulting for alternate company locations, assisting with equipment procurement and configuration. Planned and organized the 2014 build-out of the West Des Moines Data Center, which involved adding 19 racks, 30 tons of cooling, and an additional 100 kW of UPS support, resulting in capacity for approximately 250 additional servers.

Des Moines, Iowa Area

Oversee the operation of a production print center producing an average of 1.2 million monthly impressions. Manage the maintenance of the Xerox production equipment. Work with Application Development Team to configure the Xerox FreeFlow controllers for new output associated with product implementations or changes. Supervise a team of Print Operators - managing staffing and providing performance feedback. Manage the printing and audit controls associated with secure check production. Ensure printed output containing customer Personally Identifiable Information (PII) is handled appropriately. Manage the fleet of Xerox Multifunction Devices (MFD), ensuring proper maintenance, device relocations, and requests for additional equipment. Review, approve, and process all Xerox Production and MFD invoices.

Des Moines, Iowa Area

Maintain current and up-to-date Knowlix knowledge base, providing timely updates to Help Desk Representatives of changes, additions, and deletions. Reviewed call records logged by Help Desk Representatives, checking for accuracy, inconsistencies, and trends. Monitor all escalated calls to ensure they are being resolved in a correct and timely manner, while continually updating customers when problems may take longer than expected. Administer the HEAT® Service & Support™ software suite, maintaining security, making software changes as necessary, and performing system upgrades. Coordinated the implementation of the HEAT® Asset Tracker asset management system, while current responsibilities include performing routine database management. Create monthly performance reports, containing Help Desk metrics, for upper management. Developed and implemented Help Desk Best Practices. Perform annual performance evaluations for a staff of four subordinates, while providing routine feedback throughout the performance period. Administer the Courion PasswordCourier system, troubleshooting reset failures, reviewing unmapped account, performing other necessary database maintenance. Create multiple Crystal Reports upon request, using the HEAT® Service & Support™, IT Work Request, and Change Control databases. Serve as Problem Manager for Severity 1 problems, ensuring that necessary communication took place and root cause was determined.

Wichita, Kansas Area

Provided second level support for the Integrated Rental Information Strategy (IRIS) store operating system to the PC Support staff. Served as the liaison for communications between PC Support and System Development, regarding software functionality and hardware performance. Developed Point to Point Protocol and various other UNIX based procedures for the PC Support staff. Conducted and attended intradepartmental meetings in the absence of the PC Support Supervisor.

Wichita, Kansas Area

Provided first level technical service and support to all field computer users via incoming telephone calls. Contributed to the operational planning and development of the IRIS store operating system. Provided immediate solutions to end-user questions and timely solutions to more complex issues requiring additional research.

Bachelor'S Degree, Business Management Ob/Od

Associate'S Degree, Business Administration And Management, General