Charles Jenkins
Mattoon,IL
Summary
IT Manager with proven success in managing hardware across 150+ locations, enhancing operational efficiency through ServiceNow expertise and strategic project execution. Demonstrated leadership in team oversight, driving process improvements and fostering employee development to meet organizational goals.
Overview
28
28
years of professional experience
Work History
IT Manager
Rural King
Mattoon, USA
04.2024 - 03.2026
- Managed hardware for 150+ stores across 17 states, contributing to 10% year-over-year growth.
- Led daily operations of desktop and hardware team of 11, overseeing task management and project ticket resolution.
- Acted as the escalation point and primary contact for IT inquiries, resolving issues in a timely manner.
- Negotiated pricing with vendors for hardware orders, optimizing inventory management.
- Managed relationships with Verizon and T-Mobile for 600+ cellular lines, ensuring operational oversight.
- Conducted training sessions for employees to improve customer service skills.
- Facilitated employee development by encouraging exploration beyond comfort zones to broaden business and IT skills.
IT Manager
Farm and Home Supply
Quincy, USA
01.2021 - 12.2023
- Oversaw hardware management for 15 stores, 2 warehouses, and corporate office, supporting seamless IT operations
- Led IT team in daily operations, ensuring efficient task execution and issue resolution
- Implemented proactive strategies in IT department, improving response times and issue anticipation
- Managed and worked with two different MSPs for escalations my team couldn’t handle
- Acted as the primary contact for addressing hardware issues
- Rebuilt trust with store employees by enhancing IT support services and improving customer service
- Conducted annual performance reviews for IT staff, providing feedback and fostering professional development
- Planned and successfully completed several projects/updates, and planned additional projects for 2024
System Engineer / Project Manager
Enterprise Holdings Inc.
St. Louis, USA
01.2012 - 12.2020
- Acted as subject matter expert for over 500 self-service kiosks across North America, providing guidance on operational best practices.
- Coordinated vendor relations for kiosk vendors, ensuring adherence to service level agreements and enhancing service quality.
- Streamlined incident, change, and problem management processes using Service Now and RequestIT for improved service delivery.
- Utilized Embross’s Kiosk Manager to oversee kiosk operations and maintenance.
- Leveraged CradelPoint’s NetCloud software to monitor and manage network performance.
- Utilized Toshiba’s iSupport system for troubleshooting and resolving technical issues.
- Trained support teams on kiosks setup, hardware, and support
Manager
Enterprise Holdings Inc.
St. Louis, USA
01.2011 - 12.2012
- Oversaw daily operations of fleet management and vehicle maintenance to ensure reliability and safety of fleet.
- Managed team schedules to maintain optimal staffing levels and meet operational demands.
- Supervised 10 to 12 computer operators during 3rd shift
- Executed nightly operational tasks that facilitated seamless operations and addressed any issues promptly.
- Developed and implemented training programs for new staff members.
Lead Installation Specialist
Enterprise Holdings Inc.
St. Louis, USA
01.2009 - 12.2011
- Developed detailed installation plans for Comm Works based on site surveys and discussions.
- Designed WiFi layouts using AutoCAD to maximize coverage and connectivity across locations.
- Tracked and resolved project-related issues through ServiceNow, ensuring timely project completion.
- Led projects to optimize operations at rental branches and airports, improving service delivery.
- Conducted training sessions for team members on rental and airport operations to ensure effective service delivery.
Senior Network Installation Specialist
Enterprise Holdings Inc.
St. Louis, USA
01.2007 - 12.2009
- Configured and installed Cisco and HP switches, enhancing network performance.
- Led installation projects, applying technical expertise to improve airport network operations.
- Collaborated with team members to streamline installation processes, improving workflow efficiency.
- Conducted inspections to ensure proper installation of parts and components.
- Installed vehicle accessories and equipment according to company standards.
Project Manager/Network Services
Enterprise Holdings Inc.
St. Louis, USA
01.2004 - 12.2007
- Led internal staff and consultant teams on high-visibility projects, achieving project milestones within stringent timelines
- Achieved cost savings of $400k to $600k per year across multiple projects.
- Coordinated weekly and monthly meetings to track project timelines and resolve challenges proactively
- Created and updated Gantt charts to track project progress and align team efforts
- Supplied updates to management, team members, and stakeholders
Network Installations
Enterprise Holdings Inc.
St. Louis, USA
06.1999 - 12.2004
- Configured and supported Cisco and HP switches in the environment
- Established branch setups in DNS and DHCP servers for printers, thin client IP terminals, and WiFi handheld devices
- Developed and installed AS/400 branch configurations for rental branches, enhancing setup and migration of thin client terminals.
- Configured cluster controllers, terminals, and printers in AS/400s, facilitating seamless operation for rental branches during setup and relocation.
- Performed installation procedures for rental branches and airports through remote communication.
- On occasion, went onsite to convert Enterprise locations from Token Ring to Ethernet
- Supported operational functions across multiple branch locations, ensuring consistent service delivery throughout the region.
Network Support
Enterprise Holdings Inc.
St. Louis, USA
01.1998 - 12.1999
- Monitored network performance and implemented proactive measures to enhance system reliability.
- Delivered network support to end users by troubleshooting and resolving hardware and software issues to ensure seamless operations.
- Supported rental branches by providing first-level assistance and maintaining hardware and satellite connections for consistent service.
- Acted as a liaison between probationers, their families, and community resources to encourage a supportive network.
Education
Certificate - Tourism And Travel Management
Wilma Boyd Travel And Career School
Pittsburgh01-1987
Worked toward Associate - Business Management
Lake Land College
Mattoon, ILSkills
- ServiceNow management and administration
- Cloud services management
- Infrastructure management
- Project management
- Process improvement
- Change management
- Microsoft Office 365
- Team leadership
- Oral and written communication
- Vendor management
References
Available upon request
Prior Employment
Consolidated Communications, 01/01/88, 12/31/98
Key Contributions
- Managed and led teams of up to 12 professionals partnering in development and career paths, directly impacting notable promotions for 7 associates.
- Worked with internal teams to rework the services contract with a vendor, moving key areas of support for the kiosks to in-house, thus saving the company $1.5 million a year.
- Worked with Tier I and Tier II on proactive support instead of reactive. Kiosk issues then dropped from 120/day (out of 520 production kiosks) to 35/day in just over a month’s time. Each kiosk costs $15,000 brand new.
- Created documentation and trained support and vendors who would go on-site to replace hardware on the kiosks. By doing so, I saved the company approximately $100,000 each contract (yearly) with SLA levels.
Timeline
IT Manager
Rural King
04.2024 - 03.2026
IT Manager
Farm and Home Supply
01.2021 - 12.2023
System Engineer / Project Manager
Enterprise Holdings Inc.
01.2012 - 12.2020
Manager
Enterprise Holdings Inc.
01.2011 - 12.2012
Lead Installation Specialist
Enterprise Holdings Inc.
01.2009 - 12.2011
Senior Network Installation Specialist
Enterprise Holdings Inc.
01.2007 - 12.2009
Project Manager/Network Services
Enterprise Holdings Inc.
01.2004 - 12.2007
Network Installations
Enterprise Holdings Inc.
06.1999 - 12.2004
Network Support
Enterprise Holdings Inc.
01.1998 - 12.1999
Certificate - Tourism And Travel Management
Wilma Boyd Travel And Career School
Worked toward Associate - Business Management
Lake Land College