Todd Moody Email and Phone Number

• Full lifecycle recruitment strategies - headhunting, source and interview, pre-closing, negotiating rates/salaries, and closing candidates• Recruit, qualify and place candidates in the central Illinois market for a small, medium and large companies• Areas of IT concentration include Help Desk, Software Developers, Network and Systems Administrators, Systems Engineers, Project Managers, and Solutions Engineers• Currently establishing and building our company brand including our online and social media presence

• Full lifecycle technical recruitment with a focus on Engineering recruiting • Recruit, qualify and place candidates in the central Illinois market for a global industry leading customer in the mining industry• Areas of concentration include Electrical/Mechanical/Design/Systems Engineering, Software/Product Development, Project/Program Management• Full life cycle recruitment strategies - headhunting, source and interview, pre-closing, negotiating rates/salaries, and closing candidates• Capitalized on resources to find active/passive candidates including candidate referrals, job boards such as Monster, DICE, CareerBuilder, LinkedIn

• Responsible for day to day IT Help Desk operations for a large scale Cisco Unified Communications Rollout Project• Managed a complex multi-team environment of 59 employees comprised of tier 1, tier 2, and tier 3 technical teams• Developed the staff metrics from the ground up. Managed and maintained these metrics as needed. Provided reports to leadership regarding overall efficiency and production• Worked with the customer to understand their needs and put plans and initiatives together to exceeds the customer’s expectations• Handled formal and informal coaching opportunities with technical consultants to review individual performance metrics, quality of service, communications, and training opportunities• Monitored daily IT Help Desk performance to ensure customer service level agreements (SLAs) are met and exceeded• Established and monitored individual and team performance objectives to ensure delivery of consistent high quality service for any and all issues• Primary point of contact for escalated delivery issues as a liaison between client management, internal management and technical consultants• Liaison between IT Help Desk and various Business Units to help identify challenges, needs, and design software solutions• Use technical and functional knowledge to enhance system use for internal customers, including system configuration, testing, end-user training and training documentation• Met with key stakeholders to gather requirements and identify and document gaps in functionality• Ability to develop, write and maintain gap analysis, business requirements and technical documentation• Involved in the entire custom Service Desk ticketing and documentation system project life cycle from evaluation, design, development, testing, implementation to production of end user reports• Provided troubleshooting and testing along with the development team on the day of project implementation

• Hands on technical manager responsible for delivering day to day IT Help Desk CNOC (Customer Network Operation Center) operations in a high volume multi-customer managed services environment• Managed fifteen IT Help Desk agents comprised of tier 1 and tier 2 agents and wrote and delivered quarterly and yearly reviews• Maintained a constant team focus on continuous improvement opportunities• Utilized 6sigma methodologies to analyze and improve complex processes• Monitored daily IT Help Desk performance to ensure customer service level agreements (SLAs) are met and exceeded• Established and monitored individual and team performance objectives to ensure delivery of consistent high quality service for any and all issues• Handled formal and informal coaching opportunities with IT Help Desk agents to review individual performance metrics, quality of service, communications, and training opportunities• Developed, communicated, and maintained the IT Help Desk metrics and reported these to customers and internal leadership• Maintained consistent communication with customers and internal resources to get their feedback regarding the performance of the Help Desk• Standardized documentation for the IT knowledge base• Implemented user surveys and analyzed user feedback to maintain the focus on continuous improvements and conduct individual agent coaching opportunities when needed• Utilized excellent troubleshooting skills to resolve various technical issues as an escalation point on the Help Desk• Proven ability to multitask while providing excellent quality of work• Operating Systems supported Microsoft Server 2000/2003/2008, Microsoft Windows 2000/XP/7• Provided analysis and proposed solutions for system and procedural changes designed to improve business and system efficiencies• Participated in systems development, functionality design, analysis, and testing of the real time Help Desk software monitoring system• Part of the technology steering committee

• Troubleshot, diagnosed, and resolved technical issues surrounding Windows XP, Windows Server 2003 and 2000, e-mail, internet connections, and hardware/peripherals• Configured workstations and servers. Ensured network connectivity, and install and test hardware and software. Set up workstations and laptops for new employees. Migrate data from old to new computers• Log, track, and document supported calls with the HEAT call tracking system• Hardware supported Various printers, wireless access points, and routers• Additional software supported Citrix, Exchange, Symantec antivirus, ARCserve and Backup• Diagnosed various network connectivity issues• Exec backup software, Windows Server Update Services (WSUS), Microsoft Office Suite