Kyle Essert

Experience

• 

  Advanced Technology Services

  Jul 2004 - Dec 2018

  Accountable for overall strategy and execution of full PC Lifecycle Management program for global Fortune 100 organization encompassing ~50,000 end users spread throughout the US and Canada. This included being responsible for day to day operations of 100 person team throughout 30+ facilities across North America and Canada as a part of a complete asset management and desk side support program.• Designed program to handle monthly volume of 500 hardware break\fix incidents, 1400 software break\fix incidents, process 2700 hardware requests, and image & deploy 2100 PCs• Full financial and P&L responsibilities including procurement, cost analysis, budgeting and forecasting for $8-10M of business• Sponsored 12 Six Sigma projects resulting in a total of $1.1M in cost savings• Assisted customers with PC hardware budgets and procurement plans that aligns with budget• Collaborated with global Enterprise teams on solutions, new service offerings and continuous improvement initiatives• Partnered with Account Executive to perform cost build ups and financial analysis for new business opportunities as well as assist with drafting associated scopes of work Show less I was responsible for day to day operations of team of ~60 providing PC asset management and desk side support for Peoria area and select regional facilities. This included full P&L accountability for $4-5M in business. Other activities included:• Expanded support services to 27 new facilities and ~25,000 more end users• Ran a Six Sigma project resulting in $133K in cost savings• Doubled monthly PC installation output by helping define requirements and implement new facility infrastructure • Handled monthly contract and T&M billing for the program• Accountable for program's SLA performance• Maintained site standards and compliance for regular audits on program processes and documentation• Full HR responsibilities that includes interviewing, hiring and disciplinary action along with writing and delivering annual performance evaluations• Talent Management – Implemented employee development plans for long term career growth• Traveled 50% of the time to facilities across the US for site visits, customer and team meetings Show less I was responsible for team of ~30 providing PC asset management and desk side support for Peoria based user community. This included assisting with program's financials and monitor P&Ls to ensure revenue and costs aligned with forecast and budget. I ran new site startups including project planning, leading the roll-out, process creation, documentation and training coordination. • Built and compiled monthly program metrics based on defined SLAs• Presented monthly performance to facility leadership• Full HR responsibilities that includes interviewing, hiring and disciplinary action along with writing and delivering annual performance evaluations• Talent Management – Implemented employee development plans for long term career growth• Handled monthly program contract and T&M billing Show less • Team lead over team of ~15 performing IMAC operations for the Peoria area PC asset management program • Accountable for managing and tracking all incoming and outgoing PC inventory associated with entire asset management program• Monitored technician schedule to ensure full tech utilization through partnership with scheduler\planners• Escalation point for field technicians and customers during PC installations and upgrades• Coordinated with facility services, electricians and infrastructure teams on large personnel moves, new facilities build outs and area remodels• Assisted with performance evaluations and candidate interviews for IMAC team Show less

  • Senior IT Site Manager

    Sept 2011 - Dec 2018

  • IT Site Manager

    May 2010 - Sept 2011

  • IT Site Supervisor

    Jan 2009 - May 2010

  • Team Lead of IMAC Operations

    Dec 2007 - Jan 2009

  • Field Service Representative

    Jul 2004 - Dec 2007
• 

  Innovative Technology Solutions

  Dec 2018 - Apr 2019

  Senior IT Manager

  Leading multiple support teams that includes full P&L responsibilities for $5M in revenue generating business. • Accountability for overall strategy, program management and service delivery of a Managed Print Services program for Fortune 100 company consisting of ~3,000 printing devices across ~40 sites throughout the U.S. • Accountable for operational and financial performance of PC and printer support program for large utility company consisting of ~14,000 devices across 160 locations. • Responsible for team performance and SLA compliance of several specialized support teams providing PC hardware and software support in factory floor and test cell environmentsI also partner with Professional Services team on managed service solutions for new business opportunities and\or enhancements to existing programs including RFPs & RFIs that involves developing cost build ups, financial analysis and writing scopes of work for new business as well as changes with existing agreements Show less

• 

  Ameren

  Apr 2019 - now

  • Manager - Digital Field Experience

    Jun 2020 - now

  • Manager - Service Desk and Telephone Services

    Apr 2019 - May 2020