Ted Cohen Email and Phone Number

> Directly supervise technical support personnel responsible for two Arizona Divisions, ensuring that all employees meet their goals and objectives and provide excellent customer service. > Conducting interviews for the End User Tech Support Sr Analyst positions and administering annual appraisals for direct reports, promoting a positive work environment, and ensuring that staff members are meeting their performance goals. > Proactively develop and submit weekly Supervisor/Division Status Report keeping upper management informed of the team's progress and any challenges that need to be addressed. > Conduct bi-weekly local End User Tech Support team meetings to review Remedy tickets and discuss upcoming projects and general discussions, ensuring that the team is informed and prepared for any changes or challenges. > Project planning and deployment scheduling for hardware and software for the Arizona Divisions. > Point of contact for externally contracted call centers' Information Services departments, managing the relationship and ensuring all communication is clear and effective. > Assist numerous IT departments with projects and tasks in Arizona Divisions and a Phoenix Data Center (Iron Mountain), collaborate with colleagues from other departments, and ensure that all work is completed on time and within budget. > Negotiate with vendors on purchases and make cost savings recommendations, that saved thousands of dollars, on software and hardware that are implemented company-wide. > Liaison between newly acquired regulated subsidiary and IS contractors, ensuring that all communication is clear and effective and that all work is completed on time and within budget. > Initiate documentation procedures and organized structure for the knowledge base of a newly acquired regulated subsidiary, ensuring that all information is properly documented and accessible to all employees.

> Managed I.T. employees at the Salt Lake City, UT, and Rock Springs, WY gas operation locations for Mountain West Pipeline which was a regulated subsidiary of Southwest Gas Corporation. > Point of contact for Insight Help Desk and other teams regarding level 2 issues and tickets.

> Manage remote teams by utilizing MS Teams, MS Outlook, and Remedy Smart IT. > Manage company-wide inventory of mobile devices, software, and hardware. > Review of installed software company-wide to ensure compliance with Federal regulatory requirements. > Negotiate with mobile vendors for service and hardware company-wide which saved thousands of dollars for Southwest Gas Corporation and Mountain West Pipeline. > Audit user account permissions in ADAXES/Microsoft AD.

> Recruited and interviewed candidates for the computer support internship position.> Posted a computer support internship position on NeoGov, and attended a job fair for intern recruitment.> Submit weekly Computer Support team status report to IT management.> Project planning and deployment schedule for projects including operating system, hardware, andsoftware application deployments.> Negotiate with vendors, purchase, and make cost savings recommendations for software andhardware that are implemented company-wide.> Negotiate with vendors regarding service contracts for equipment and subscription pricing forsoftware.> Collaborated with team members to develop the process for the new IT Service Managementsystem which included Service Request and Incident processes.> Authored the Change Request process for the new IT Service Management system. Coauthoredthe Service Request and Incident processes.> Work closely with Oracle DBAs and IT network personnel to analyze, resolve, andcommunicate solutions on Network issues which included Windows servers, networkinfrastructure, DataStream, Infor, and Oracle.> Provide aid to internal with various hardware and software application issues including butnot limited to DataStream, Infor, Oracle, Microsoft Windows, and Microsoft Office.> Provide support for Verizon devices including smartphones, cell phones, modems, iPad, andAndroid tablets.> Develop training, user guides, and configuration documentation to assist internal customerswith various software applications and processes.> Increase the efficiency of software deployment by utilizing Microsoft SCCM 2012 R2 whichresulted in reduced costs.> Provided training on IT processes customers and the first point of contact for new employees forsetup of RSA tokens and completing the user systems accounts setup.

> Managed 8 servers in Long Beach, CA, and Bracknell, England. > Managed four Windows NT 4.0 servers, one Novell 4.11 server, two MS Exchange 5.5 servers, and UNIX 9.x and 10.x servers running ManManX version 3.0c.> Provide computer support for internal customers regarding various hardware issues and software applications. > Upgraded from Novell 3.x to 4.x in order to be Y2K compliant. > Administered an Intuity voice mail system and a Definity G3si phone system, and phone patch panel. > Ran CAT-5 cables and administered network hubs, switches, and patch panels.> Monthly review and authorized payment of cell phone changes. Signing authorization for paying cell phone bills up to $125,000. Saved the company $55,000 a year by changing the cell phone calling plan.

> Followed AlliedSignal YF-22 Raptor, Lockheed Martin Trident Missile, and the Lockheed Martin X-33 engineered parts through the manufacturing, testing, and inspection process to ensure that they complied with DOD (Department of Defense) and MIL (Military) specifications.> Participated in Preliminary Design Review, Critical Design Review, and Engineering Program meetings in order to collaborate with different departments, customers, and Engineers to keep Engineering projects on or ahead of schedule.> Was primary contact for any status reporting and administrative requests between Lockheed Martin and AlliedSignal Engineering department.> Served as the Engineering Departments Tech Support Coordinator as a liaison to IBM ISSC services.