Ross Powell

Experience

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  TEKsystems

  Mar 1999 - Feb 2000

  Desktop Support Consultant

  Full-time contract position with Southwestern Bell Telephone (now AT&T) in Wichita KS. Conducted install/move/add/change procedures and provided technical support for desktop and laptop end users, as well as on-site file and print server support. Executed roll-out of 200+ machines in call center environment.

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  AT&T

  Mar 2000 - Nov 2005

  Technical Service Manager

  Conducted install/move/add/change procedures and provided technical support for desktop and laptop end users in Wichita KS and surrounding area, as well as on-site file and print server maintenance.* Ensured 100% compliance with corporate standards by analyzing over 50 remote systems, determining readiness for Microsoft Systems Management Server 2.0 migration and implementing prerequisite update process.* Conducted training of all new hire employees and contractors over 5-year period maintaining 100% compliance with corporate SLA standards Show less

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  IBM

  Dec 2005 - Feb 2015

  SSR Site Focal (Desktop Support)

  Provided leadership in technical support for desktop and laptop end users on the AT&T account in Wichita KS and surrounding area, as well as supplementary support for users across the region. Serve as first point of contact for St. Louis team members needing additional assistance. Serve as backup to team lead. Provide additional team leadership for project coordination, in-house tools team, and other functions as determined by business needs.* Provided dispatching and workload balancing for nationwide remote support team comprising 22 members, ensuring 88% SLA compliance across the team* Subject matter expert (SME) for 2nd-phase IBM Global Delivery Framework (GDF) standardization initiative for KS-MO-OK team attaining 100% compliance to standard within 6 months Show less

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  Wichita State University

  Aug 2015 - Aug 2021

  Manager of Desktop Computing

  Responsible for the day to day management, coordination, and long term planning of the University’s technology system, including desktop, laptops, peripherals, tablets, and mobile devices. Manages a team of specialized professional staff and general student staff responsible for these activities.Responsible for providing accurate information and high quality service to campus clients and leadership regarding all matters related to technology systems. Periodically review processes, procedures, inventory, and staff to maintain optimum group performance. Set departmental policies and provide input and evidence to guide and shape department and University IT policy and direction. Work closely with the University IT Leadership Team to meet the department and University strategic plans. Work with the Business Office to assist with billing, accounting, and budgeting.* Implemented new, comprehensive, integrated tracking system that combines support tickets, asset management, project integration, replacing the previous obsolete system* Managed hiring of new student workers, bringing in 6 new student assistants in 2 years Show less

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  CURO Financial Technologies Corp

  Aug 2021 - Sept 2023

  IT Service Management Administrator

  Responsible for day to day administration of in-house ITSM tool, including building, configuring, and managing incident ticket systems and service request offerings, as well as change, problem, and knowledge management systems. Create custom layouts, forms, and lists to assist the IT teams in performing and documenting their work.• Built and implemented custom Analyst Feedback module, providing single-source feedback on individual technicians’ performances.• Built and implemented custom Critical Notification module for transmission of urgent Incident and Problem reports to IT and Location managers, including Critical Issue and Store Down pager notifications. Improved response action time and accuracy by 50%.• Built and implemented custom Store Visits module for documenting traveling tech team actions, improving accuracy of reporting by 50%.• Migrated 92 Service Request offerings from subsidiary ITSM tool to Ivanti Service Manager during corporate merger with Heights Finance. Implemented Incident management solution for same subsidiary that was not using Incident management.• Converted Knowledge Base article submission process from email to in-tool submission, reducing KCS team workload by 50% Show less