Manager - Major Incident Management and Problem Management

A proficient IT leader with over 20 years in the industry. Bill has a Master's degree in Information
Technology Management from Colorado State University and has a Bachelor's degree from the
University of San Diego in Business Administration.

Experience IT operations manager with over 16 years of leadership experience; most of which has been
in a 24x7x365 environment managing teams of up to 60 individuals across multiple geographies with
great success.

Team Lead

Managed a 24/7 NOC team consisting of 25 NOC technical analysts ranging from Tier 1 to Tier 4
support both domestic and international. Responsible for hiring and reviewing employees in addition to reaching operation goals.
Key results:
• Brought first contact resolutions (FCR) from 53% to 80%.
• On-Boarded 22 new clients in 7 months.
• Reduced outstanding alerts from 40,000 to 5,000 increasing efficiencies by 60%.
• Piloted automation resulting in automated backup, SQL, and event log checks as well as client
monthly reports decreasing manual tasks by 64 man hours per week.
• Received 50 Mission Cap recognition on two occasions for accomplishing company strategic mission.
• Received Level 5 Leadership Award for showing professional will and personal humility.
• Developed business continuity plan for NOC operations to maintain monitoring and client support,
decreased potential down time by 75%.
• Migrated ticketing system containing 160 clients from Autotask.com to Remedy.

Network Operations Center Manager

Promoted to Customer Support Manager after only 3 weeks to grow and lead the Customer Support
Team. Provided Tier 1-3 customer service / support for SaaS products.
Key results:
• Automated ticket creation with custom work flow creation in Salesforce.com decreasing effort by 60%.
• Created onboarding process for new clients resulting in decreased client on-onboarding time by 40%.
• Integrated SaaS project into Moodle using AICC.

Customer Support Manager

IT Manager

Promoted to IT Manager position to head IT functions at Sacramento campus. Provided full-time
support for Faculty, Staff and Students; totaling 150 users. Manage Windows 2003 fileserver,
maintaining regular backup schedule. Supported local VoIP phone system, LAN and wireless networks.
Key results:
• Deployed Voice over Internet Protocol (VoIP) telephone system.
• Implemented a pay-for-print solution for all students printing reducing university print costs by 70%.
• Planned and negotiated construction on video/audio observation room.
• Merged and relocated two university locations into one larger facility.
• Decreased lab re-imaging time from 2 weeks to 48 hours with automation.

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Find out detailed information about william roecker, Manager - Major Incident Management and Problem Management in Denver, CO

william roecker: Manager - Major Incident Management and Problem Management in Denver, CO

william roecker

Cognizant Technology Solutions

Cognizant Technology Solutions

Long View Systems

Knowledge Factor

Alliant International University

Faculty

Colorado State University

University of San Diego