Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Software
Interests
Work Availability
Work Preference
Timeline
Sharon Drake

Sharon Drake

Manager, IT Enterprise Applications and Support
Reedsburg,WI
Whether you think you can or whether you think you can't, you're right!
Henry Ford

Summary

Proven leader with a track record of enhancing operational efficiency and customer satisfaction at CDW, LLC. Skilled in team leadership and complex problem-solving, I've spearheaded initiatives that improved productivity by over 30%. My approach combines innovative technology solutions with effective staff development, driving significant cost savings and fostering a culture of excellence and collaboration.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Manager, Enterprise Applications and Support

CDW, LLC
05.2007 - 10.2024
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
  • Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
  • Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
  • Organized professional development programs for staff, leading to improved performance and skill sets.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
  • Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
  • Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
  • Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.

IT Manager /IT Administrator

Scott Construction
05.2002 - 10.2006
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
  • Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
  • Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
  • Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.

IT Manager

Computer Connections
02.2000 - 05.2002
  • Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Spearheaded disaster recovery efforts during critical incidents, restoring systems functionality quickly to minimize downtime and maintain business continuity.
  • Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
  • Oversaw IT department operations and training.
  • Improved network efficiency by implementing new server configurations and optimizing system operations.
  • Built, repaired and installed computer-related hardware based on deployment procedures.
  • Customized and repaired technology based on staff requests.
  • Managed life cycle replacement of hardware and software.
  • Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Implemented and maintained technology and software budget.
  • Wrote strategic business plans outlining need for departmental information technology resources.
  • Oversaw development and implementation of improvements to support network operations.

IT Administrator /Network Administrator

Nordic Group of Companies
02.1997 - 05.2000
  • Increased productivity by providing comprehensive technical training to employees on various hardware and software tools.
  • Collaborated with cross-functional teams to identify technology needs and implemented appropriate solutions for improved workflow efficiency.
  • Reduced company downtime by proactively managing server backups and disaster recovery planning.
  • Achieved faster network connectivity by installing high-performance routers, switches, and access points.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Supported software development projects by defining clear requirements and effectively communicating them to technical teams.

Owner

The Computer Store & Training
Reedsburg, WI
1993 - 2005
  • Produced easy to follow training guides for Microsft Work, Excel, PowerPoint and Outlook
  • Built 10 training computers for in person training classes
  • Work with our local Technical College for training their staff and students.

Education

High School Diploma -

Reedsburg Area High School, Reedsburg, WI
06.1984

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Staff Management
  • Project Management
  • Performance Management
  • Staff Development
  • Policy Implementation
  • Business Administration
  • Teamwork and Collaboration
  • Decision-Making
  • Computer Skills
  • Problem-Solving
  • Excellent Communication

Certification

  • ITIL 3 Certification
  • ITIL 4 Training
  • Agile Methodology Training and Experience

Accomplishments

  • Supervised team of 25 staff members as a fully remote team spanning the US and India
  • Created Training videos, FAQ's and Standard Operating Procedures for over 12,000 employees as part of the Change Management of CDW's ITIL Support Software
  • Built a successful team of 25 that resolved over 1500 tickets and managed 65 applications for CDW
  • I created a training facility in my very early career and trained 100's of customers on Microsoft applications using my own, easy to follow training guides
  • As a business analyst, I worked with Developers and End Users to create user friendly, yet powerful applications
  • Managed critical incidents to restore full functionality to users and ensure the business impact is minimal
  • Assisted with Acquisitions and Mergers to define processes to merge one company's data into the other

Software

Changepoint (PSA)

Salesforce (CRM)

Agiloft (CLM)

Workday (HCM)

Onit

ECounsel

LeanIX

ServiceNow (ITIL)

Remedy (ITIL)

Microsoft Tools

PowerBI

Lucidchart

Interests

Bicycle Riding

Hiking

Cooking

Travel

Family

Reading

Strength Training

Friends

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimeContract Work

Work Location

Remote

Important To Me

Work-life balanceCompany CulturePersonal development programsHealthcare benefits401k matchStock Options / Equity / Profit SharingWork from home option4-day work weekCareer advancement

Timeline

Manager, Enterprise Applications and Support - CDW, LLC
05.2007 - 10.2024
IT Manager /IT Administrator - Scott Construction
05.2002 - 10.2006
IT Manager - Computer Connections
02.2000 - 05.2002
IT Administrator /Network Administrator - Nordic Group of Companies
02.1997 - 05.2000
Owner - The Computer Store & Training
1993 - 2005
Reedsburg Area High School - High School Diploma,

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Sharon DrakeManager, IT Enterprise Applications and Support