Damien D. Kay
6510 White Falcon Court
Colorado Springs, Co  80919
719.260.9467 (home)
719.460.2556 (cell)
damien@kayhome.com

SUMMARY

A proven manager with over twenty years of experience in Customer Service and with the last seven years in Information Technology. Principal strengths include Leadership, People Management, and Technical Capabilities. An accomplished Leader with outstanding People Skills and demonstrated Verbal and Written Communication skills.

WORK EXPERIENCE

KAY CONSULTING SERVICES, Colorado Springs, CO

IT CONSULTANT

2002 – Present
  Offering IT Services to Small to Medium Businesses and Residences in Colorado Springs.
bulletWindows 2000 / XP Setup, Configuration and Support.
bulletWindows 2000 Domain Administration, Setup and Troubleshooting.
bullet  Internet Connectivity Setup and Troubleshooting.
bullet  LAN Setup and Troubleshooting.
bullet  User Support via Phone & Email

Compaq Computer Corporation, Colorado Springs, CO

SERVICE DELIVERY MANAGER II – UCC PROGRAM

2000 – 2001

SERVICE DELIVERY MANAGER I – UCC PROGRAM

1998 – 2000

Managed day-to-day work of solution delivery team and delivery projects that involve multiple cross-regional service components. Responsible at the operational level for quality and cost-effective service delivery. Managed the technical and service relationship between Compaq and the customer, and between Compaq and any subcontractors. Recruited, managed and developed team members. Monitored delivery implementation to ensure project/program compliance to budget, quality standards, and customer requirements. Contributed to quality control improvement processes. Worked with the Client Manager to build and maintain annuity business.
bulletSuccessfully managed 35 NT Admin Engineers and 15 Helpdesk Engineers supporting a 16,000 seat Global Enterprise with over 300 NT servers.
bulletContributed to the financial success of the $13M UCC Program, averaging over 60% margins, with a 30% margin goal.
bulletAveraging over 60% profit margins, surpassing the 30% margin goals.
bulletSuccessfully reduced the expenses of two Cost Centers by reorganizing into Functional Teams and continuously increasing the efficiencies of the individual contributors.
bulletIncreased year-over-year N.O.R. by 44% and year-over-year Program Margin by 54% by successfully up selling new products and services to the customer.
bulletManaged the expenses of two Cost Centers, and with the Program Manager increased year over year NOR by 44% and year over year Program Margin by 54%.
bulletSuccessfully managed multiple Enterprise-wide Software & Hardware Upgrade Projects.
bulletPromoted from Helpdesk Team Lead to Service Delivery Manager I in October 1998.
bulletParticipated in the successful re-negotiation of the Domestic Contract signed in December, 1998.
bulletParticipated in the successful negotiation of the International Contract which resulted in a 3 year extension of the Domestic Contract.
bulletAchieved Windows NT4 MCSE Certification in October of 1999.

Digital Equipment Corporation, Colorado Springs, CO

SOFTWARE/HARDWARE SUPPORT TEAM LEAD – UCC HELPDESK

1997 - 1998

SOFTWARE/HARDWARE SUPPORT SPECIALIST – UCC HELPDESK

1996 - 1997

bulletSupervised and scheduled the 15 Helpdesk Engineers.
bulletManaged the Hiring and Training of new Engineers.
bulletSupported PC Hardware and Software on a 16,000 seat Customized Helpdesk.

CORE TEAM MEMBER – MICROSOFT WINDOWS 95 HELPDESK

1995 - 1996

bulletSupported the Primary and Secondary Response Engineer team members.
bulletActed as a liaison between Digital and Microsoft for Problem Escalation.
bulletAssisted in Windows 95 training for new engineers.
bulletAdministered the Windows NT Network environment for the project.

TAD Resources (at Digital Equipment Corporation), Colorado Springs, CO

SOFTWARE/HARDWARE SUPPORT SPECIALIST – ORACLE HELPDESK

1994 - 1995

bulletManned a Software Help Desk supporting the Oracle Sales Force.
bulletProvided Software support for DOS 6.21, WFW 3.11, WinFax, Norton AntiVirus, Visio, Distinct TCP/IP, and Custom Oracle Products for Windows.
bulletProvided Hardware Support for Toshiba & Dell 486 Laptops.
bulletLearned the basics of UNIX, & Internet Protocol Addressing.

Federal Express Corporation, Los Angeles & Palmdale, CA

STATION OPERATIONS MANAGER

1985 - 1990

bulletManaged and organized three different stations over five years.
bulletMaintained personnel records and Performance Reviews on up to 100 employees at a time.
bulletPlanned and implemented the opening of the Palmdale Facility.
bulletCoordinated Workgroup scheduling and introduced the Station to the ease of computerized scheduling.

Federal Express Corporation, Colorado Springs, CO & Los Angeles, CA

COURIER

1990 - 1995 / 1983 - 1985

bulletResponsible for Pickup and Delivery of time-sensitive shipments.
bulletBasic Electronic Repair Tech - serviced radios and onboard computers.
bulletResponsible for Pickup and Delivery of time-sensitive shipments.
bulletStation Route replacement.
bulletPerformed Station Desktop Publishing duties.
bulletPackage Pickup And Delivery and ZAP Mail Specialist.
bulletSuccessfully completed the duties of a Dangerous Goods Specialist.
bulletTrained new couriers on routes.

CUSTOMER SERVICE AGENT

1980 - 1981

bulletProvided Front Counter Customer Service.
bulletPerformed nightly Dispatch duties.

Private System Consultant, Van Nuys, CA

 

PC CONSULTANT

1990 - 1994

bulletAssembled and Upgraded 286/386/486 Compatibles.
bulletPerformed all On-site Hardware & Software Installations and Troubleshooting.
bulletSpecialized in DOS and Windows Operating Environments, and System Tune-ups.
bulletTrained Customers on DOS, Windows, WordPerfect, Word 6.0, etc.

Rachelle Laboratories, Long Beach, CA

 

LABORATORY MICROBIOLOGIST

1981 - 1982

bulletPerformed Sterility Checks, Raw Material Testing and Media Inventory.
bulletConducted Pilot Plant development of Tetracycline manufacturing process.

TECHNOLOGY EXPERIENCE

bulletWindows 2000 MCSE & MCSA
bulletWindows 2000 Terminal Services
bullet Windows NT 4.0 MCSE
bulletWindows NT Enterprise Server Administration
bulletWindows 95 / 98 / ME Support
bulletWindows XP MCP (Installation & Upgrades)
bulletOffice 95 / 97 / 2000 Rollouts
bulletOffice XP (Installation & Upgrades)

EDUCATION

Loyola Marymount University, Los Angeles, CA
bulletBachelor of Science - Biology (With an emphasis in Microbiology)
California State University, Los Angeles & Northridge, CA
bulletElectrical Engineering Undergraduate Courses

 PROFESSIONAL DEVELOPMENT 

Self-Study
bulletWindows 2000 MCSA/MCSE Certification Courses
Compaq Computer Corporation (Executrain)
bullet

Windows NT MCSE Bootcamp -  NT4 MCSE Certification Course
Digital Equipment Corporation
bullet

Windows95 Training - Advanced Technical Support Training

NRI School of Electronics
bullet

Correspondence Course - Microcomputers & Microprocessors Program

 

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Last modified: 06/03/04