Richard F. Evans Email & Phone Number

Minneapolis, Minnesota, United States

Houston, Tx

IT PM for new hospitality builds and renovations.

Toronto, Ontario, Canada

Provided Support and Solutions to a national hospitality company for property management systems, key systems, network infrastructure, cabling infrastructure, and troubleshooting. Performed systems upgrades for property management and key lock systems for out-of-warranty hardware and mobile key.

Greater Minneapolis-St. Paul Area

Project Management and Technical Support for an assortment of clients for Datatrend Technologies, a Converge Company, specializing in IT cabling infrastructure, Network and Hardware Implementation, VOIP Phone System Implementation, server replacement, and miscellaneous staff augmentation.

El Dorado, Ks

Managed multiple projects for large accounts in a vendor liaison role. Provided project management, vendor selection and management, quote facilitation and accounting as well as quality assurance for high volume customers.

Responsible for the management of the professional services team and all aspects of their responsibilities including ongoing support, project management and data center management. Maintained and managed 4000 square foot data center housing over 50 clients and 2 major Aerospace customers.• Performed as liaison between Concergent and large clients for data center needs.• Built enterprise class support organization with over 25 years collective experience.• Managed projects and assigned tasks to successful completion. • Assisted sales with technical advice and engineered designs.• Designed processes that streamlined project implementation and management.

Wichita, Kansas Area

Perfected new requirements gathering methodology and practices for hotel property management system.Updated and maintained development database with over 20 years of past, present and future projects.Collaborated on many successful system process and credit card security audits. Implemented and maintained process to publish project and requirements documentation to the company intranet.

Managed 25 Analysts at a 24x7 Help Desk.Developed scheduling selection process for analysts that insured equitable balance of duties, holidays and time off for all.Maintained a less than 60 second speed of answer while handling over 2000 calls per week.Improved business relationships and performance as representative for 3rd party applications.Streamlined call flow procedures to quickly pinpoint system recovery resources required for problem diagnosis, resulting in 30% increase in customer satisfaction scores and 25% reduction in problem reoccurrence.Developed and implemented supervisor rotation schedule that improved overall skills and decreased stress resulting in higher associate opinion survey scores.

Handled complex tier two escalations of support issues.Collaborated with development staff on recurring issues to identify the need for bug fixes or enhancements. Performed numerous AIX related maintenance and system recovery tasks such as disk crashes, software upgrades, and troubleshooting.Developed and implemented analyst skills assessment program for the purpose of recognition and training that was used by other help desks.

Successfully managed property management system implementation project for 70 Marriott full service hotels on-time and on-budget.Forecasted cost projections and conducted logistics planning for hotel-wide system implementation.Facilitated executive steering committee briefings regarding installation, training, technical logistics, and investment requirements.Procured all required peripheral devices, including: desktop/laptop PC's, workstations, laser jet printers, HUBS, routers, and fiber-optic switches.Responsible for management of 2-4 member installation team onsite coordinating implementation activities.Employee of the year 1995.Implementation of organizational, installation and system efficiencies resulted in:Reduced time to preparation, installation and cutover (from 7 to 4 days).Improved guest satisfaction index scores by 25%Decreased employee attrition rate by 15%

Tier One escalation for complex support issues.Developed and implemented supervisor rotation schedule that improved overall skills and decreased stress resulting in higher associate opinion survey scores.Conducted analyst performance reviews.

First point of contact for support related issues with Marriott PMSResponsible for hardware and software support of all Marriott full service hotels in various capacitiesPerformed on-site hardware and software upgradesMaintained strong customer service scores while handling over 800 support calls per month

Supervised staff of 8 concierge and 4 Elevator GreetersPerformed all “front desk” related functions for 180 room, 3 floor concierge level and lounge

Associate Of Science (A.S.), Cyber/Computer Forensics And Counterterrorism

Cyber Security under graduate degree

Completed, Project Management Professional - Pmp

Certification, Requirements Management

Cetrification, Certified Help Desk Manager

Help Desk Manager Certification

Aix Training

Graduation Certificate, Computer Technology

Computer Technology

Computer Science