Kevin Dennis Email and Phone Number

Our mission is to see the world transformed by Jesus Christ through the influence of coaches and athletes.

Our vision at FCA and NOVA/DC FCA Baseball is to see the world transformed by Jesus Christ through the influence of coaches and athletes.

• Implement and manage McAfee Antivirus and Web Protection through McAfee’s ePolicy Orchestrator Console (ePO) for more than 70,000 computers• Develop and provide quality assurance of computer and server images for State Testing, resulting in significant cost savings and man hours for deployment and support• Provide weekly metrics on student technology issues and special projects. Based on these metrics, recommend changes and updates to student images, resulting in a better student experience• Develop and provide training to State Testing Coordinators, allowing them to be able to support thousands of students attending on-line testing

• Serve as primary POC responsible for providing Tier 3 technical support for users in all 50 states – troubleshooting hardware and software • Responsible for managing the Customer Support vendor to ensure all issues are expediently addressed, resolved, and documented accurately• Create and instruct technology orientation and training to company’s Tier 2 agents and Customer Support vendors• Responsible for improving, testing, and defining hardware and software specifications and computer images for more than 50,000 computers• Develop communications for internal and external audiences regarding technical issues, resulting in an increased awareness of security and malware threats, resolution to common desktop issues, and a 10% decrease in computer replacements• Provide call and resolution metrics on a weekly basis, including root cause analysis. Use these metrics to develop on-going technical training for Tier 1 and Tier 2 support staff, resulting in a 20% first call resolution of all technical support calls• Responsible for implementing McAfee Antivirus and Web Protection through their ePolicy Orchestrator Console for more than 50,000 computers

•Provide leadership, vision, and management for all IT and Web services•Develop and implement business development strategy for all Web services•Oversee the revision of the IT Strategic Plan on an annual basis, ensuring its coherence with the overall corporate strategic plan •Provide day-to-day supervision, conduct performance appraisals, and delegate work assignments for all personnel •Responsible for sales of services and management of ongoing client relationships•Assist in recruiting, hiring, and providing appropriate training for support staff

•Responsible for business development and sales of managed services, as well as promotion of project work to existing clients•Communicate with existing and potential customers to build trust and define technical solutions to address specific business requirements•Responsible for developing and implementing new service offerings for Cloud based solutions •Build trust and maintain positive relationships with customers•Model and support the effective integration of technology into clients’ daily businesses, allowing them to focus on their primary business goals and not technology•Provide virtual CIO for over 50 clients, providing strategic guidance and planning for all technology needs assuring that their technology is aligned to meet their growing business

• Managed Business Development and Sales of technology services to include IT and Web Services. • Provided Tier 3 support for staff and clients. • Developed Strategic Planning for all Technology Services. • Researched, evaluated, recommended, and procured all IT related equipment and software, as well as managed the vendor relationships and software compliance.• Originated policies and procedures for onboarding new clients.• Served as Project Manager to develop and implement new corporate website to provide an online presence of service offerings, increasing ROI through network traffic and internet sales.• Modeled and supported the effective integration of technology into clients’ daily businesses, freeing them to focus on their primary business goals. • Became a virtual CTO for client, providing strategic guidance and planning for all technology needs.

• Supervised technicians to document, test, and modify network operating systems to enhance efficiency and reliability of clients’ technologies. • Implemented and provided project management for client projects, including a more efficient server/network infrastructure that incorporated better equipment and virtualization resulting in increased utilization without the cost.• Ensured all client documentation was both maintained and accurate. • Managed all technicians to maintain a minimum of 76% overall utilization and billable hours. • Provided on-the-job training to Support Specialists and System Engineers.

• Researched, evaluated, recommended, and procured all IT related equipment and software, as well as managed the vendor relationships, software compliance, and inventory.• Developed and implemented project plan and successful migration of internet based mail solution to Microsoft Exchange.• Designed, built, and implemented Project Management tool for the PMO office streamlining the request, approval, and management of projects within the PMO office. • Managed Microsoft SharePoint site to include, but not limited to, adding users, space allocation, creating sites, lists, and libraries. Negotiated with Vendor to receive over 5 times the amount of space without increasing monthly cost.• Researched and obtained remote control software to access, troubleshoot, and support all computers within Infinitive, providing exemplary 24/7 customer service resulting in limited down time and increased productivity.• Actively sought out and engaged in activities to develop and maintain job-related skills, including reviewing related magazines and attending seminars and classes.

• Provided prompt and on-going support for users in application programs including, but not limited to, Microsoft Office Suite and Windows XP Pro.• Tested, cleaned, troubleshot, and installed computer equipment including PC’s, printers, monitors, and related peripherals for field and national offices.• Assisted in the development and maintenance of computer support procedures and maintained documentation for users and administrators of the LAN.• Managed LAN user accounts, access to applications, file maintenance, and backup

• Responsible for managing the provision of quality customer service through the PF Constituent Care Center and through all eService applications utilized by PF.• Oversaw inbound/outbound operations, including planning, coordinating, analyzing, scheduling, and budgeting.• Implemented and reviewed policies and procedures, as well as monitored quotas for service volumes and timeliness.• Instrumental in migrating from Siemens PBX to Cisco IP Telephony Solution (Cisco Call Manger). • Oversaw all technical and administrative aspects for PF’s Cisco IPCC Express and IP IVR functionality including ensuring that administrative setup, call flows, prompts, phone line applications, and reporting provided the best possible customer service experience for PF callers.• Mentored team members. Monitored, planned, and implemented CRM training for all Ministry Partner Service employees.

• Designed and implemented polices and procedures that allowed the EFT Coordinator to administer daily activities of the Good Stewardship Program.• Proactively worked with donors to enhance relationships through prayer ministry, as well as increased retention and donations.• Coordinated, processed, and monitored bi-monthly transaction activities of the Good Stewardship Program.

• Originated polices and procedures as Project Manger that allowed the Help Desk a 90% first call resolution in a 5000 end-user environment with 200 plus remote sites. Reduced the number of open service calls by 37%.• Developed a corporate knowledge base containing resolutions for hardware and software problems, greatly reducing average response time for service calls.• Established Operational Level Agreements for resolving inter-departmental group issues. Mentored team members. Trained team members in customer service, help desk concepts, and daily mainframe operation classes.• Created project plan for the migration of 5000 desktop computers from Windows 9x to Windows XP to include the Project Scope, Time Frame, Cost, Communication, Discovery, Quality Management, Risk Assessment, Training, Testing, Pilot, Rollout, Follow up, and Contingency Plan. • Coordinated and monitored technical, schedule, and cost elements of the program. • Prepared project reports, maintained accurate records, and ensured conformance to task specifications and contract provisions.

• Sr. Manager and Technical leader responsible for Global Network Team consisting of 3 managers and 30+ technicians that supported 2200 end-users in 135 countries.• Conducted feasibility analyses and negotiated agreements with other departments.• Developed project plan to migrate both front and back office systems from Windows NT 4.0 to Windows 2000.• Designed and introduced Microsoft Active Directory architecture for the corporate environment.• Assisted in the design and deployment of remote sales offices and POPs.

• Managed a 24/7 global environment including the people, software/hardware, and technical environment of the corporate network.• Established a centralized Help Desk. Procured and configured a remote access platform which allowed the Help Desk to access, troubleshoot, and reconfigure any computer attached to the corporate network.• Formed a customer involvement program resulting in enhanced customer feedback and overall satisfaction.• Implemented and reviewed policies and procedures to increase performance efficiency and effectiveness.• Activated an asset management program to ensure an accurate inventory was maintained on all equipment and software.• Developed “one stop shopping” concept for all computer related to hardware and software.• Identified and assigned priorities for the operations area in order to maximize technical excellence and to meet established schedules and budgets.

• Recommended, configured, implemented, and maintained hardware/software for the corporate network.• Backed up and archived the data residing on the company servers located on the global corporate network.• Implemented disaster recovery plans.• Managed all projects relating to upgrades or security changes within the corporate network.• Coordinated the installation and configuration of servers, network equipment, and desktops.• Performed troubleshooting and resolved technical issues.

• Lead Instructor and point of contact for ANSTEC’s Banyan Certified Training facility. • Project manager for the migration and integration of Windows 95 and Windows for Workgroups in a Banyan Vines, Windows NT, and Novell network system environment. • Maintained Education Center ensuring that all equipment and class materials were available in the Education Center.• Responded to requests of the Network Response Center 800 number for senior network support of the FDA contract. • Supported Banyan Vines, Windows NT, UNIX and Novel network operating systems.

• Managed integrated computer network consisting of three Local Area Networks, six Wide Area Networks, 2,000 users, 650 computers, bridges, routers and multiple concentrators. • Configured, implemented, and maintained all computer hardware/software.• Developed and conducted individual and group training on network operation and application program use eliminating the need for outside training support.• Converted mainframe computer with dumb terminals to a network environment while acting as Assistant Project Manager.