Summary
Overview
Work History
Education
Skills
Certification
Timeline
References
Corey Borne

Corey Borne

Baton Rouge,LA

Summary

Experienced Information Technology professional with 25 years of multifaceted experience. Adept at forging relationships with everyone from end users to vendors, consultants, and company leaders. Reputation for being hardworking, dependable, and loyal, with the ability to resolve problems, improve satisfaction, have a passion for new challenges, and drive overall operational improvements by getting things done. Seasoned Director of Customer Support with proven track record of delivering top-notch customer service. Demonstrated expertise in devising strategies to enhance customer satisfaction and loyalty. Skilled in identifying areas for improvement and implementing effective solutions. In previous roles, significant impact was made by reducing response times, improving first-call resolution rates, and fostering constructive relationships with key stakeholders.

Overview

25
25
years of professional experience
2
2
Certificate

Work History

Director of Customer Support

Paperless Environments
Baton Rouge, LA
12.2019 - 06.2025
  • Developed and maintained customer support policies and procedures to enhance operational efficiency.
  • Reviewed customer feedback to pinpoint improvement areas in support operations.
  • Managed team of Customer Support Representatives, providing coaching and constructive feedback.
  • Handled incoming support tickets to resolve customer inquiries promptly.
  • Assisted with escalated issues requiring technical expertise from higher-level resources.
  • Collaborated with product development teams to address user needs and enhance product experience.
  • Administered ZohoCRM, ZohoDesk, Microsoft Teams, ScreenConnect, 1Password, Calendly, Microsoft Bookings, and Zoom effectively.

Enterprise IT Service Desk Manager

Primoris Services Corporation
Baton Rouge, USA
02.2018 - 11.2019
  • Company Overview: Ranked in the top 10% of the prestigious Top 400 Contractors List by Engineering News Record (ENR), with more than 12,000 employees throughout the United States and Canada, and annual revenues over $5 billion.
  • Head of the IT Service Desk with 4 direct reports and 15-20 indirect reports. Largely the face of the IT Department to a user base of nearly 5,000. Tasked with rebuilding a severely fragmented Service Desk.
  • Merged four distinct service desks into a single cohesive support entity, reducing end-user confusion while increasing or maintaining overall satisfaction of over 90% based on end-user surveys.
  • Implemented a new cloud-based phone system for the Service Desk, resulting in a 30% increase in the call handling rate, a 70% reduction in hold times, while eliminating abandoned calls, voicemails, and gaining valuable new metrics.
  • Managed procurement of end-user hardware/ software licensing, reducing delivery times.
  • Worked with Autodesk to consolidate licensing contracts from 19 different business units into new agreement while reducing costs & simplifying management.
  • Worked on quarterly Sarbanes-Oxley Audit while ensuring Service Desk followed established policies & procedures, decreasing the number of discrepancies & findings each year.
  • Built relationships with various Vendors, Managers, and Executives from 26 business units within the company.

Sr. Network Administrator

Primoris Services Corporation
Baton Rouge, USA
01.2016 - 02.2018
  • Worked within Datacenter Operations Group to plan, design, manage all installed systems & infrastructure.
  • Worked to reduce risk while improving security of Company's data/ technology assets by consolidating data from over forty locations into two data centers, while collapsing over 20 active directory domains & email systems into single active directory/email environment.
  • Responsible for building/ maintaining 10-12 SQL test environments for company's ERP & Document Imaging systems, often on short notice or with tight deadlines, allowing for timely updates to production environments.
  • Managed design/ implementation of Network, Phone, Audio/Video, & Security for new 30,000 Sq. Ft, $6.5M Office Building while coordinating relocation of end-users to new office. Ground-breaking to move-in was completed in 6 months.
  • Participated in design/implementation of security, backup, & DR strategies.
  • Established new offices/job sites with infrastructure & connectivity.
  • Liaise with business leaders, vendors, consultants, other IT personnel.
  • Worked with auditors on quarterly Sarbanes-Oxley Audit, decreasing number of discrepancies & findings each year.

Help Desk Lead/Systems Administrator

Primoris Services Corporation
Baton Rouge, USA
12.2009 - 01.2016
  • Company Overview: James Construction was acquired by Primoris Services Corporation in 2009.
  • Continued existing duties while working with Primoris IT to plan & implement merging of redundant systems.
  • Built out servers needed for second instances of Viewpoint ERP & Paperless Environments for West region of company. This facilitated move of West region from previous ERP system over to Viewpoint & Paperless.
  • James Construction was acquired by Primoris Services Corporation in 2009.

Help Desk Lead/Systems Administrator

James Construction Group
Baton Rouge, USA
12.2006 - 12.2009
  • Handled Tier 2 support while managing most of company’s network and servers.
  • Implemented, supported, & maintained Viewpoint ERP & Paperless Environments Document Imaging Systems (both SQL based).
  • Managed telephone/internet provider contracts.

Help Desk/Systems Administrator

James Construction Group
Baton Rouge, USA
11.2000 - 12.2006
  • Sole Help Desk & Network/System Admin for user base of 200.
  • Migrated company from Novel Groupwise to MS Exchange.
  • Implemented Citrix XenApp. Allowing remote access to company ERP System.

Education

Bachelor of Arts - Marketing, Business Management

Southeastern Louisiana University, Hammond, LA
01.1997

Skills

  • Excellent Communication Skills
  • Rapport and relationship building
  • Strategic planning
  • Team building and training
  • Service desk management
  • Top Level Problem Solving
  • Technical understanding
  • Sarbanes-Oxley
  • Business Processes
  • Teamwork/Collaboration
  • Customer Service
  • Exchange and Office 365
  • Active Directory
  • Windows Server & Desktop
  • Mobile Devices
  • ESET Corporate Anti-Virus
  • PC Imaging
  • Sonicwall Firewall and Web Filtering
  • Service Desk and Ticketing Systems
  • Backup and DR
  • Microsoft SQL
  • Citrix XenApp
  • VMWare
  • Barracuda Anti-Spam and Sentinel
  • Audio/Video
  • VOIP
  • Meraki WAPs

Certification

  • Comp/TIA A+
  • Google Cybersecurity Professional
  • Currently working on Security+

Timeline

Director of Customer Support - Paperless Environments
12.2019 - 06.2025
Enterprise IT Service Desk Manager - Primoris Services Corporation
02.2018 - 11.2019
Sr. Network Administrator - Primoris Services Corporation
01.2016 - 02.2018
Help Desk Lead/Systems Administrator - Primoris Services Corporation
12.2009 - 01.2016
Help Desk Lead/Systems Administrator - James Construction Group
12.2006 - 12.2009
Help Desk/Systems Administrator - James Construction Group
11.2000 - 12.2006
Southeastern Louisiana University - Bachelor of Arts, Marketing, Business Management

References

  • J.P. Villaume - COO at Paperless Environments

          jpv@paperlessenvironments.com  -  225-806-6723 

  • Christopher Waquespack - Technical Services Manager at Paperless Environments

          christopherw@paperlessenvironments.com  -  337-652-2001

  • Neil Soyez - Owner and CEO at The Tac Group

          neil@TheTacgroup.com  -  225-329-4093

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