Troy Bauer Email & Phone Number

Eagan, Minnesota, United States

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Senior IT leader experienced in building and leading world-class customer support and operations teams. Through team development and training, ensures high levels of customer and employee satisfaction. Utilizes strong analytical skills to optimize process improvements and overall operations.Core Strengths:* High Quality End User Support* IT Management* Contact Center Technology* Service Standards, KPIs, Metrics* Team Facilitation & Development* Process and Project Management* Vendor Management * Client Relations* Budget Management * Recruiting and Interviewing

Greater Minneapolis-St. Paul Area

Provides leadership of IT internal support and services used to drive company productivity and revenue growth while minimizing costs. Partners with business leaders to improve IT support processes, develops technical strategy and implements new technology across the organization. Manages a team of 18 direct reports responsible for 1st and 2nd level support for all corporate and local office technologies. Reports to the CIO and manages a $1.2 MM annual budget.• Due to extensive experience and organizational knowledge, handpicked by CEO and CIO to architect and execute a comprehensive strategy for company-wide, centralized IT support and services.• Routinely prepare and present large-scale technology initiatives to the Executive Leadership of the company, to drive improvement and supportability standards. • Builds a team with a high retention rate that provides consistent quality results (team averages 4.75 out of 5 on customer satisfaction scores regularly).• Recognized for delivering leading edge solutions that consistently met complex business requirements.• Designed and implemented a centralized IT Global Help Desk system supporting over 5000 end users in over 40 countries and multiple languages.• Coordinated IT audits for Sarbanes-Oxley and ISO 9000 annual compliance reviews. Responsible for IT client services and endpoint security remediation. • Primary contributor for the development and annual review of the Corporate IT Security Policy.• Key stakeholder for IT security assessments for Black Box Customers.

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Led IT teams tasked with key department initiatives focused on technology improvements and corporate standardization. Collaborated with business leaders to improve IT support processes, develop technical strategy and implement new technology around sound best practices.• Led multiple large-scale company refresh cycles of over 4,000 systems across various North American offices and customer locations.• Developed Team and end user training on corporate systems, processes and standards.• Implemented Symantec Altiris ITMS across the Enterprise, to improve management of IT Assets, enforce corporate standards, and deploy Enterprise software.• Designed Computer Lease return program with multiple computer vendors; resulted in vendor management efficiencies and effective cost return to the company bottom line.• Established IT software development lifecycle (SDLC) processes and standards. Developed and implemented a system to track all phases of the process, which was successfully leveraged by external auditors to verify Sarbanes-Oxley compliance requirements.