Richard Glaser Email & Phone Number

Phoenix, Arizona Area

• Supervise daily operations of technicians to support internal customers with computer / software related issues and questions.
• Plan, direct, supervise, and evaluate work flow. Coordinate work activities to achieve operations requirements.
• Provide immediate supervision, monitor workflow, and assign tasks with goals and objectives.
• Provide direct coaching to team members during weekly team meetings and bi-weekly 1:1 coaching.
• Review performance metrics and identify root cause of underperformance and develop improvement plans.
• Monitor and score phone calls on regular basis based on internal quality standards.

Chandler, Arizona

• Responsible for managing 24x7 data center, end-client services, and helpdesk technicians (15 total staff) scattered throughout North American.
• Manage the escalations required for monitoring of servers and applications without data center.
• Responsible for overseeing the creation of corporate accounts and assigning permission for Active Directory, Exchange, VPN and shared network drives.
• Managed the Corporate Helpdesk and monitored assigned tickets for users with computer issues including software installation, virus prevention and removal, and the installation of Operation Systems and peripherals (Win.
• Manage IT Staffing, including recruitment, supervision, scheduling, development, evaluation and disciplinary actions across multiple locations.
• Mange the deployment and configuration of laptop and desktop computers for 9,000 users.

Tempe, Arizona

• Information Technology Manager / Office Administrator
• January 2003 – May 2006GMA Manufacturing LLC
• Assisted in the startup of a company dealing in the manufacturing and testing of printed wiring boards.
• Configure and maintain internal domain and client computers.
• Configure, deploy and act as administrator for company’s MRP System.
• Generate Bills of Materials and WIP Documentation.

Lancaster, Pennsylvania Area

• Maintained the company’s technical library of military and commercial documentation.
• Oversaw the internal documentation numbering system.
• Oversaw the Configuration Change Management Control Board and maintained Engineering Change Notices.
• Supervised internal print department.
• Created database system and UI for tracking documentation related to engineering.