Kris Fowler Email and Phone Number

Provided leadership and guidance to a 24 person Help Desk and Technical Team. Responsible for ticket triage and assigning duties as needed to help desk personnel and technicians. Ensured district policies and procedures were followed in accordance to given guidelines. Helped to bring customer satisfaction from a 75% rating to a 97% rating. Customer focused and goal oriented in everyday tasks. Traveled to all schools within the district meeting with Principals, staff and students to ensure the Help Desk and Technical Staff were meeting all customer needs. Supported and maintained desktops, laptops and Macintosh.

Provided a strong working knowledge of end user systems in a rapid development and release environment where quick analysis and creative problem solving abilities are a priority. Required to maintain and operate the core IT systems and to provide phone and/or desk side support to internal clients, along with assisting in the administration of the IP telephony and wide-area network. This includes installing, configuring, patching, upgrading, and maintaining Windows desktops, laptops, servers and peripheral equipment. Communication skills and the ability to collaborate well with others. Setup and administered AD, exchange and MS Lync accounts. Provided technical training to internal IT staff and local end users. Achieved ITIL Foundations certification and acted as Team Lead when needed. Wrote 80% of the desktop team’s operational documentation and procedures.

Providing technical support and infrastructure guidance for multiple customers across various businesses and home based users. • Laptop and desktop hardware repair, operating system and software installations.• Virus and malware removal. • Utilizing VMware Workstation, setup virtual desktops for end users. • Infrastructure consulting based on industry best recommended practices. • Active Directory administration to include adding new user accounts, permissions and employee terminations.• SonicWall Administration

Drive sales to maximize business potential, using extensive product knowledge, industry awareness and understanding of technology needs. Skilled in building customer relationships through attention to service and promoting customer satisfaction. Extensive experience in interactions with the public. Readily establish rapport with people from diverse backgrounds and at all professional levels. Excellent communication and interpersonal skills. Persuasive; facilitate decision-making in others. Effective team player; equally competent working independently. Notable organizational skills; accurately complete detailed reports. Work efficiently and effectively as self-starter in busy environment handling many task simultaneously. Able to identify and resolve problems. Calm and cool-headed in conflict situations. Methodically gather facts and ask the right questions to make decisions. Demonstrate initiative, good judgment and the ability to express thoughts clearly and simply. Stay abreast of industry news by reading trade papers, business reports, white papers, etc. Aware of social, economic and political implications of decisions.Promoted to project manager role to plan, schedule and execute all stages of enterprise software, hardware and system implementations. Assessed business implications for each project phase and monitored progress to meet deadlines, standards and cost targets.Excelled in guiding the work of technical teams. Articulated project goals and scope, translated business needs into technical terms, prepared detailed work breakdown structures (WBS) and instilled shared accountability for achieving project milestones.

Designed HP TGS, PSG and ISS solutiosn for Midwest customer base. Administered HP Partner Portal for account managers. Developed TCO reports to justify IT expenditures. Traveled to customer sites to present HP & VMware solutions. Provided quick and accurate HP quotes to customer base. Increased HP revenue by 4 million dollars in the first 8 months of employment. Interfaced with HP Channel Account Managers to help build relationships with the customer base.Supported 35 accounts managers in Kansas City, St Louis, Springfield, Wichita and Topeka. Wrote scopes of work with detailed services provided to the customer. Participated in HP webinars and seminars concerning multiple product lines. Won competitive bids against Dell, IBM and Lenovo.Actively used HP Programs such as big deal pricing, deal registration and State contracts pricing. Worked with Enterprise, Commercial, Educational and Health Care accounts. Drove the HP Blade Solution with success.

Tasks included resolving technical failures in a timely manner, automating application monitoring tools, and providing technical expertise for application upgrades. Prepared technical training and process documentation for team, to aid with day-to-day support issues. Configured andmaintained Windows server hardware and operation systems. Managed the system backup infrastructure for North America and Canada. Monitored server room environment to include temperature, humidity, power, fire protection, water detections, generator and UPS powerrequirements. Provided 24x7 global system support. Researched, analyzed and implemented patches and upgrades to fix problems and vulnerabilities. Created and administered user accounts using Active Directory. Provided third tier end user support locally and to remote locations.Managed the Remedy Help Desk queue for Systems Management Team and Support Team. Served as team leader for the Desktop Support team. Installed, setup and configured Dell Power Edge Servers, Latitude laptops and Optiplex desktops. Research new virus threats and how they could possibly exploit the company’s IT infrastructure. Implemented company-wide consistency standards for server room cooling needs. Provided detailed checklist documentation for new user and pc setups. Worked with Asset Manager on lease returns and order of new equipment. Setup, installed and configured PBX and Cisco IP phones.

Responsible for end user support, user applications, systems and servers, and networking (LAN/WAN). Assisted in the execution of IT Projects and kept abreast of corporate standards and relevant technologies. Provided clients with information on PRA’s IT systems and worked with project teams developing solutions to project issues. Documented systems and procedures. Troubleshooting and resolution of hardware/software issues, managed and solved complex infrastructure problems. Provided timely and professional responses to service requests. Providedfeedback during service events to ensure proper resolution.

Provided onsite hardware, software and network support for all American Century employees. Installed hardware and software in an NT/2000 environment. Setup and installed new PC’s and laptops. Provided troubleshooting on DST, RPS and brokerage software. Responsible for company-wide software deployment using Tivoli and SMS. Kept accurate records and provided promptresponses to Electronic Service Requests and Problem Management Resolution. Installed, configured and supported MS Office 97 and Lotus Notes. Installed, administered and supported DB2, Oracle and Access databases.

Responsible for maintaining, upgrading and repairing SP200 robotic prescription filling machines across the US and Canada. Trained and supported staff in the operation of the sP200 hardware and software to ensure customer satisfaction. Provided phone support for 2000+ customers involvingsoftware/hardware concerns in a Windows NT environment.

Responsible for the installation, configuration, maintenance and network support for students and faculty. Installed and monitored multiple NT and 2000 servers. Provided phone and hands on user hardware/software support. Repaired and built Win 98 PC’s to include all hardware and software. Supported students and staff with any and all technical issues. Researched and developed procedures for software and workstation usage.

Served with 1st Marine Division providing technical support for over 500 PC workstations. Responsible for building, repairing and maintaining PC workstations in a Windows 3.1 and Windows 95 environment. Provided network support on Banyan VINES infrastructure. Served two years as a counter-terrorism specialist with Security Forces.