David Ford

Experience

• 

  Computer Task Group

  Aug 2000 - Sept 2001

  LAN Administrator

  • Daily maintenance of network supporting 950 users. • Monitored Service Desk Support Level 3 ticket queues and resolved tickets. • Served on the design and implementation team as well as pilot testing for Novell 5.1 with clustering technology. • Provided additional support during desktop refresh project.• Development and implementation of network/group policies• Complete server refresh project

• 

  Automotive Innovations

  Oct 2001 - May 2006

  Service Manager/Installation Technician

  • Completing work to client specifications• Consult with client to discuss work limitations• Wiring and troubleshooting of electronic equipment including but not limited to: remote starts, security systems, stereos, amplifiers, citizens band radios, speakers, light bars, snow plows, PA systems, computers• Provided technical support to other installation technicians, inventory control and management, as well as supply requirements. • Managed all aspects of the service department including supervision of 11 employees with various job functions. • Participated in the hiring, interviewing, reviewing technical knowledge and skill, customer focus base, and making the final decision of hiring of the candidate. • Responsible for all disciplinary actions for the service team, ranging from verbal warnings to removal of employees. • Provided daily coaching and mentoring of team members. • Assisted sales manager with management of employees as needed.• Advised, purchased, installed and configured desktops for use in sales, office, and installation departments.• Managed vendor relationships for products, and maintenance contracts. Show less

• 

  Computer Data Services

  May 2006 - May 2007

  Electronics Technician

  • Monitor ticketing system for machines needing diagnosis/repair• Awareness of incoming work• Ensure all departments are operating at capacity• provide direction to other technicians based on workflow• Circuit board troubleshooting• Relay and solenoid testing and replacement• Troubleshooting of network connectivity including cabling, network switches, and power requirements

• 

  Stefanini US

  May 2007 - Apr 2020

  • Act as Global Single Point of Contact (SPOC) for client(s)• Responsible for day to day Global delivery of Service Desk, Deskside, and Infrastructure Services • Provide leadership, direction and coach/mentor team • Implement, monitor and adhere to Best Practices for Global delivery locations• Implement process improvements• Manage to Scope of Work and Change of Scopes• Assist with new launches or new business with client (s)• Assist with invoicing• Delivers to Expectations • Provides Executive Management Presentations on Services• Participates in on-going Service Delivery Meetings• Global Expense Management• Drive Continuous Improvement Show less • Act as Single Point of Contact (SPOC) for client(s)• Responsible for day to day delivery of Service Desk, Security Administration, Deskside and/or Tech Staffing services• Provide leadership, direction and coach/mentor team • Implement, monitor and adhere to Best Practices• Implement process improvements• Manage to Scope of Work and Change of Scopes• Assist with new launches or new business with client(s)• Assist with invoicing/billing• Provide proactive and positive leadership• Oversee training activities related to the Services• Monitor statistical performance related to the delivery of the Services• Analyze data and identify trends related to the Services• Identify and implement process improvement initiatives for the Services• Manage the Stefanini change management process• Manage projects from planning to completion• Resolve Services issues promptly• Manage day-to-day performance related to the Services• Monitor Service Level compliance and proactively implement corrective measures• Manage subcontracted resources through approved providers and providing direction. Show less • Managed multiple global service desks in two delivery centers on two continents. • Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition• Ensuring each Technician meets his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance• Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned• Performing root cause analysis and identifying opportunities for efficiency• Working with the Recruiting Department in hiring qualified candidates• Creating a cohesive team environment through consistent management• Financial responsibilities - Employee budget• May direct client interaction and act as backup for Client Service Manager• May provide workforce management• Special project work may be assigned as needed• Manage the Service Desk team on a day-to-day basis• Ensure adherence to Service Levels by actively managing schedules and responding to variances• Coordinate on-going training and identify training requirements• Provide operational reports and analyses of the Services• Conduct weekly and monthly status update meetings related to the Services• Ensure Program quality• Work with the Business Unit Leader and Service Delivery Manager to resolve any client concerns• Manage subcontracted resources through approved providers and providing direction. Show less • Manages large tier 2/3 teams in multiple locations• Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition• Ensuring each Technician meets his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance• Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned• Performing root cause analysis and identifying opportunities for helpdesk efficiencies• Working with the Recruiting Department in hiring qualified candidates• Creating a cohesive team environment through consistent management• Quality monitoring• May provide workforce management Show less • Provide hardware/software support services to onsite client including break/fix• Implement virus detection and eradication procedures• Diagnose end-user system failures and implement repair solutions• Diagnose printer and other peripheral devise failures and implement repair solutions• Troubleshoot network devices in order to ensure connectivity from the PC to the Network• Providing installation and upgrading services of hardware and software • Configuration and troubleshooting of phones and other mobile devices, tablets, and PDAs• Setup and troubleshooting audio/video equipment such as projectors and video conference equipment• Train and mentor less-experienced team members• May work as site lead providing informal leadership to team members Show less • Provide hardware/software support services to onsite client including break/fix• Implement virus detection and eradication procedures• Diagnose end-user system failures and implement repair solutions• Diagnose printer and other peripheral devise failures and implement repair solutions• Troubleshoot network devices in order to ensure connectivity from the PC to the Network• Providing installation and upgrading services of hardware and software • Configuration and troubleshooting of phones and other mobile devices, tablets, and PDAs• Setup and troubleshooting audio/video equipment such as projectors and video conference equipment Show less

  • Global Service Delivery Manager

    Nov 2017 - Apr 2020

  • Service Delivery Manager II

    Jul 2017 - Nov 2017

  • Service Delivery Manager I

    Aug 2015 - Jul 2017

  • Senior Team Leader

    Dec 2013 - Aug 2015

  • Support Team Lead

    Mar 2010 - Dec 2013

  • Senior Deskside Technician

    Jul 2009 - Mar 2010

  • Deskside Technician

    May 2007 - Jul 2009
• 

  QCR Holdings, Inc.

  Aug 2020 - Sept 2022

  Desktop Support Manager
• 

  Quad City Bank & Trust

  Sept 2022 - now

  • Assistant Vice President, Facilities Manager

    Jan 2024 - now

  • Facilities Manager

    Sept 2022 - now