Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic
Dennis Walls

Dennis Walls

Spring,TX

Summary

Dynamic and detail-oriented Service Coordinator and Project Coordinator with extensive experience in the IT sector. Proven expertise in communication, problem-solving, and organizational skills, complemented by exceptional time management abilities. Expert at managing multiple resources and tasks while prioritizing effectively to ensure client satisfaction, swift issue resolution, and timely service delivery. Eager to embrace new opportunities across diverse industries to further enhance professional growth and contribute to organizational success.

Overview

23
23
years of professional experience

Work History

SERVICE | PROJECT COORDINATOR

I-TECH TECHNOLOGY CONSULTING
Houston, TX
05.2022 - 06.2025
  • Served as primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
  • Managed high volume of client requests, ensuring timely and effective service delivery.
  • Oversaw scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
  • Provided consistent and accurate communication to clients for all service requests
  • Reduced client wait times by effectively managing service queue and prioritizing urgent cases.
  • Developed and executed projects through all phases from start to finish
  • Kept projects on schedule by managing deadlines and adjusting workflows
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments
  • Created job files for each project and maintained current data in each file
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Monitored project progress, identified risks and took corrective action as needed.

TECHNICAL PROJECT COORDINATOR | SERVICE DESK ANALYST

EPLUS
Houston, TX
03.2020 - 05.2022
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Compiled and monitored project status
  • Compiled and maintained project-specific status reports
  • Documented / implemented inventory control process
  • Implemented data collection process for projects
  • Assisted Project Manager in Managing migration deployment team
  • Established and managed work schedules for project technicians
  • Provided administrative and operational support for Project Managers
  • Documented, tracked, and monitored problems to ensure resolution in a timely manner
  • Remote Service Desk Analyst

SERVICE COORDINATOR

ACCUDATA SYSTEMS
11.2007 - 07.2019
  • Developed, implemented, and maintained service desk operational policies, procedures, and workflows
  • Ensured all incidents / requests were assigned to appropriate resources for 70+consultants.
  • Monitored each incident for updates, SLA, and timely resolution
  • Managed and reviewed time entries for multiple consultants, NOC, and Helpdesk staff
  • Ensured critical information was accurately and consistently captured and documented in ConnectWise Manage for each service request
  • Administered and resolved scheduling conflicts of all assigned consultants
  • Coordinated, scheduled, and managed service requests requiring multiple resources
  • Monitored and managed service request budgets. Implemented rate verification process to ensure rates were defined and approved for all requests prior to invoicing
  • Administered all service requests until completion
  • Addressed any customer satisfaction issues and delivered the correct customer response
  • Implemented customer feedback surveys

MANAGED SERVICES CONSULTANT

ACCUDATA SYSTEMS
11.2007 - 07.2019
  • Developed, implemented, and maintained NOC / Help Desk operational policies, procedures, and workflows
  • Designed and implemented 24x7 Service Level Agreements (SLAs)
  • Monitored and managed all customer ticket queues including 24x7 NOC alerts
  • Oversaw root cause analysis (RCAs) and resolution tracking for major issues
  • Assisted in creating & developing SOW templates for MSP contracts & proposals
  • Assisted in defining MSP contract in scope / out of scope definitions
  • Documented & Tracked Periodic Health Checks for all MSP Customers
  • Assisted with implementing software license tracking via ConnectWise Manage
  • Designed & generated MSP customer monthly & quarterly statistical reports
  • Managed customer expectations by building strong customer relationships
  • Managed outsourced service providers for 24x7 NOC and Help Desk
  • Implemented & participated in 24x7 on-call rotation schedule

MANAGED SERVICES CONSULTANT

EAGLE BROADBAND
09.2002 - 10.2007
  • Designed and implemented a 24x7 Network Operations Center
  • Supervised 24x7 NOC staff
  • Developed, implemented, and maintained MSP operational procedures & policies
  • Escalation point for 24x7 NOC staff
  • Monitored and managed support incidents and problems until completion
  • Prioritized & assigned NOC alerts based on severity
  • Implemented & participated in 24x7 on-call rotation schedule
  • Defined and implemented service level agreements (SLAs)
  • Managed customer expectations by building strong customer relationships
  • Generated MSP reporting

Education

Associates Degree -

North Harris Community College
Houston, TX
05.1994

High School Diploma -

Klein High School
Spring, TX
05.1992

Skills

  • Strong verbal communication skills
  • Effective issue resolution
  • Scheduling and dispatch coordination
  • Strategic project planning
  • KPI analysis and report creation
  • Process development and implementation
  • Service level management
  • Incident management
  • Vendor performance oversight
  • Effective multi-tasking
  • Effective time and resource management
  • Customer relationship management
  • Inventory control
  • Customer service expertise
  • Customer retention
  • Documentation and reporting

Timeline

SERVICE | PROJECT COORDINATOR

I-TECH TECHNOLOGY CONSULTING
05.2022 - 06.2025

TECHNICAL PROJECT COORDINATOR | SERVICE DESK ANALYST

EPLUS
03.2020 - 05.2022

MANAGED SERVICES CONSULTANT

ACCUDATA SYSTEMS
11.2007 - 07.2019

SERVICE COORDINATOR

ACCUDATA SYSTEMS
11.2007 - 07.2019

MANAGED SERVICES CONSULTANT

EAGLE BROADBAND
09.2002 - 10.2007

Associates Degree -

North Harris Community College

High School Diploma -

Klein High School

Similar Profiles

CREATE PROFILE