Resume

• 2008

  Master of Business Administration (M.B.A.)

  Technology Management

  University of Indianapolis

• 1997

  Bachelor of Science (B.S.)

  Computer Technology

  Omega Psi Phi Fraternity

  Inc

  Innovative Customer Service Techniques

  LinkedIn

  IT Infrastructure Library ITIL V3

  EXIN

  Microsoft

  MCPS: Microsoft Certified Professional

  Microsoft Certified Professional

  Microsoft

• TOUCHDOWN RV RENTALS

  Your Destination Awaits

  TOUCHDOWN RV RENTALS

  I currently serve as a Starfish Initiative mentor. I'm paired with a high school aged male to help him navigate through high school and successfully enroll and graduate college. This is accomplished by sharing my experiences

  encouraging excellence and being a listening ear.

  Starfish Initiative

  Network Administration

  Exchange

  JavaScript

  Leadership

  Microsoft Office

  Windows

  VoIP

  University Teaching

  Project Management

  Education

  Business Services

  Databases

  SQL

  Training

  System Administration

  Virtualization

  Telecommunications

  Service Now

  Salesforce.com

  Microsoft Exchange

  Dix

  Keith W.

  Dix

  First Merchants Corporation

  Family Development Services

  Inc.

  University of Phoenix

  Monarch Beverage

  Genesys

  Touchdown RV Rentals and Sales

  Inc

  IUPUI

  Interactive Intelligence

  Mays Chemical Company

  Ivy Tech Community College

  Systems Manager

  Indianapolis

  Indiana Area

  Family Development Services

  Inc.

  First Merchants Corporation

  Genesys

  Indianapolis

  Indiana Area

  As manager

  my focus is on customer service by supporting all end users hardware and software needs. It is critical that incidents and requests are handled swiftly and efficiently.\n\n✪ Key Accomplishments ✪\n● My main goal as manager is mentoring and coaching my team. It is important to me that they not only succeed in their current position on the service desk

  but also continue to grow in the organization. In two years time

  I have been fortunate enough to see five team members grow into new positions. This to me is success.\n● When I became manager

  backlog of tickets was an issue. Processes needed to be implemented to fix the issue going forward

  as well as many hours spent to rectify the situation. In 6 months

  the situation was remedied and continues to run smoothly.\n● The perception of the service desk used to be that tickets went into a black hole. My goal was to change the response time

  as well as create a culture of strong customer service and a great customer experience. The team is now revered throughout the organization for their timeliness and professionalism.

  Manager

  Global IT Service Desk

  Monarch Beverage

  Ivy Tech Community College

  Teaching at Ivy Tech

  I have the opportunity to help Computer Information Systems students gain a better understanding on topics such as database design and maintenance

  networking and data communication.\n\n✪ Key Accomplishments ✪\n● Facilitate weekly classes online

  always trying to keep the course engaging and relevant to the ever changing technology arena. \n● Provide real world examples from my 14+ year career in computer technology. Through this time

  I have seen a lot of changes and hope my students can learn from my experiences. \n

  Adjunct Instructor

  Indianapolis

  Indiana Area

  Very similar to my teaching tenure at Ivy Tech

  I thoroughly enjoyed teaching students at IUPUI. I was even fortunate enough to hire one of my students to work for me on the service desk at Interactive Intelligence. \n\n✪ Key Accomplishments ✪\n● Facilitate live classroom lectures each week. To keep the class interesting and engaging

  I would assign students sections and have them lead the class

  as I believe the best way to learn is to teach. \n● Since the class was live

  I was able to have discussions on technology and events

  both past and present. I believe it is safe to say I learned just as much from them as they did from me.

  Adjunct Faculty

  Indianapolis

  Indiana Area

  IUPUI

  Teaching for the University of Phoenix was rewarding

  but rigorous. The courses were 4 weeks long

  but included 16 weeks of curriculum. To keep on top of the questions

  grading and assignments

  there were many long nights and weekends worked to help my students be successful. \n\n✪ Key Accomplishments ✪\n● Gained the experience of teaching primarily adult learners

  all who were also working full-time positions and trying to attain a degree. The course was only one night a week

  but was 4 hours long. Keeping their interest was tough

  but gave me a great sense of accomplishment at the end of each course.

  Associate Faculty

  Indianapolis

  Indiana Area

  University of Phoenix

  As principal engineer

  I was the main contact to solve customer issues with Interaction Recorder

  a segment of the Customer Interaction Center (CIC) product. \n\n✪ Key Accomplishments ✪\n● Since each engineer was responsible for individual components of CIC

  I became the resident expert on Interaction Recorder

  a software function for call centers that records the call so it may be monitored at a later time by the supervisor. Whenever there was a question regarding Interaction Recorder

  I was the first person contacted.\n● Another function of my role (due to my expertise on Interaction Recorder) was to present at partner and user conferences throughout the year. One of the biggest events I spoke at was called Interactions

  the Interactive Intelligence customer event that occurs each summer in Indianapolis.

  Principal Engineer

  Indianapolis

  Indiana Area

  Interactive Intelligence

  This was my first foray into the management world. Thus

  my first time managing not only people

  but also budgets

  human resource tasks and the direction and morale of the team. \n\n✪ Key Accomplishments ✪\n● My most memorable accomplishment was moving the company from a on premise hardware environment into virtual technology. The idea of virtual servers was still fairly foreign to most non IT professionals

  making this change somewhat ahead of its time. This was the first major IT change for the company and was a highly visible project. \n● Since the location was brand new

  I was able to use my experience at Interactive Intelligence to help implement the IT infrastructure - networking

  wiring

  phone systems

  etc. Given my background

  my suggestions and recommendations helped create a reduction of telecom expense by 40%.

  IT Manager

  Indianapolis

  Indiana Area

  Mays Chemical Company

  Indianapolis

  Indiana Area

  Business Owner

  Touchdown RV Rentals and Sales

  Inc