Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
I Get It Done
Timeline
Generic

William Kent Rowin

Oklahoma City

Summary

Dynamic individual with hands-on experience in Software Implementation and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Team Leader - Service Delivery

CACI INT'L
03.2024 - 03.2025
  • Achieved client satisfaction through effective communication, collaboration, and problem-solving skills.
  • Led a team of professionals to deliver high-quality services within strict deadlines and budget constraints.
  • Maintained up-to-date knowledge of industry trends, allowing for the implementation of innovative strategies in service delivery.
  • Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
  • Participated actively in company-wide initiatives aimed at enhancing overall organizational effectiveness.
  • Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
  • Developed strong relationships with clients, ensuring their needs were met and maintaining open lines of communication.
  • Delivered results-driven solutions that improved operational efficiency while meeting or exceeding client expectations.
  • Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
  • Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes.

Helpdesk/Product Developer

E B Archbaird
02.2023 - 08.2023
  • Provided technical expertise during product design, contributing to improved functionality and user experience.
  • Coordinated with suppliers and manufacturers to secure favorable pricing agreements for raw materials, reducing overall production costs.
  • Reviewed products and updates to meet company quality standards, schedule production and work-in-progress tracking and reports.
  • Optimized existing products through continuous improvement initiatives, reducing production costs and increasing profitability.
  • Devised brand and product strategies to drive client satisfaction.
  • Established strong relationships with external vendors and suppliers, ensuring a reliable network of partners for future projects or collaborations.
  • Maximized efficiency within workflows by implementing project management tools and utilizing agile methodologies during product development.
  • Brainstormed with peers and other members of design team to determine enhancements and product features.
  • Documented each step in product's design process for use in manuals.
  • Wrote comprehensive user manuals for new products and additional technical documentation.

System Analyst Intern

Sj Innovation
08.2021 - 09.2022
  • Participated in regular team meetings to discuss progress, challenges, and potential improvements in ongoing projects.
  • Created comprehensive documentation detailing system functionalities, processes, and user instructions.
  • Increased system reliability through consistent monitoring, maintenance, and updates.
  • Delivered high-quality work under tight deadlines while maintaining strong attention to detail at all times during the internship period.
  • Enhanced system performance by identifying and addressing software issues.
  • Strengthened problem-solving abilities through analyzing complex technical situations and devising appropriate solutions.
  • Contributed to the development of best practices that led to increased efficiency within the team''s workflow.
  • Improved user experience by streamlining the interface and enhancing functionality.
  • Provided exceptional customer support by troubleshooting and resolving technical issues in a timely manner.
  • Collaborated with upper management to drive strategy and implement new processes.

Client Support Analyst

Genuent Global, LLC Company: Archrock
01.2020 - 07.2021
  • Streamlined support processes for increased efficiency and faster response times.
  • Collaborated with cross-functional teams to identify and resolve system-wide problems.
  • Managed high-volume client inquiries, consistently meeting or exceeding resolution targets and response time goals.
  • Assisted with the onboarding process for new clients, ensuring smooth transitions and minimizing downtime during implementation phases.
  • Escalated critical client concerns appropriately while maintaining clear communication channels throughout problem-solving processes.
  • Implemented proactive monitoring measures, identifying potential issues before they impacted clients'' operations.
  • Provided comprehensive training to clients, ensuring optimal use of software applications.
  • Utilized analytical skills to diagnose complex technical problems effectively, leading to faster issue resolution times.
  • Recognized as a top performer within the team due to consistent delivery of high-quality support services and excellent customer feedback scores.
  • Developed a strong knowledge base to assist clients in troubleshooting various technical challenges.
  • Contributed to the creation of an online knowledge base, empowering clients to self-resolve common issues independently.
  • Handled sensitive data responsibly by adhering strictly to company privacy policies and industry regulations.
  • Served as a liaison between clients and product development teams, communicating feedback for continuous improvement efforts.
  • Conducted thorough analyses of client needs, recommending tailored solutions for improved productivity.
  • Participated actively in regular team meetings focused on continuous improvement of client support operations and service quality.
  • Created detailed documentation for common support issues, reducing the need for direct client assistance requests.
  • Maintained accurate records of client interactions, enabling targeted improvements in support services.

End User Support

CNI, Inc. L3 Harris
05.2009 - 12.2019
  • Boosted overall productivity by providing technical support and training to endusers.
  • Provided ongoing support for end-users by addressing technical inquiries in a timely manner.
  • Delivered outstanding end-user support by quickly resolving escalated Windows Server-related issues.
  • Supported software installations and updates, ensuring optimal performance for endusers.
  • Supported end-users by promptly addressing their concerns related to connectivity, system access, or device compatibility issues.
  • Provided exceptional end-user support, resolving technical issues quickly and effectively.
  • Provided technical support to end-users, resolving issues efficiently to minimize downtime.
  • Provided technical support to end-users, addressing issues quickly and minimizing disruption to their work environment.
  • Served as a liaison between end-users and technical support teams, ensuring quick resolution of any issues encountered during daily operations involving the use of an organization''s ERP platform.
  • Supported end-to-end user acceptance testing for developed products to support client satisfaction and address complaints.
  • Supported company-wide technology initiatives, including system upgrades and rollouts, by providing end-user training and troubleshooting assistance during implementation stages.
  • Managed relationships with vendors, negotiating contracts and service level agreements that benefited both parties equally while ensuring quality support for internal users at competitive rates.
  • Assisted with change management processes associated with the rollout of new software applications or updates, clearly communicating expected impacts on end users and providing necessary support during the transition period.
  • Enabled smooth technology transitions by working closely with IT teams, addressing technical gaps and providing end-user support during rollouts.
  • Supported end-users by troubleshooting issues related to hardware devices, software applications, networking equipment or other technology components that impacted daily work functions.
  • Developed comprehensive documentation for Oracle applications, enabling smooth handover to support teams and endusers.
  • Provided level 1 and level 2 support for end-users through telephone, email, and remote desktop tools, delivering a prompt resolution of issues.
  • Strengthened team cohesion, collaborating closely with fellow analysts to ensure seamless support coverage for endusers.
  • Supported end-users in navigating complex applications, promoting a better understanding of available tools and features.
  • Provided training to end-users on proper usage of network resources, promoting productivity and reducing support requests.
  • Improved communication between IT department and end-users through clear explanations of complex technical concepts in easily understood terms when providing support or instruction.
  • Championed effective change management by engaging with end-users, providing training resources, and offering ongoing support during technology transitions.
  • Provided technical support for end-users by addressing SQL-related issues, enhancing overall user satisfaction with the application.
  • Provided training and support for end-users, fostering a positive user experience and promoting efficient workflows.
  • Provided critical support during system migrations or upgrades, ensuring minimal downtime and smooth transitions for end users.
  • Provided technical support for end-users, fostering positive relationships and promoting efficient problem resolution.
  • Enhanced end-user satisfaction by promptly resolving desktop support issues and providing clear communication throughout the process.

Education

No Degree - Computer Programming

Oklahoma City Community College
Oklahoma City, OK

MCSE - Computer Networking

Freedom Career Learning Center
Oklahoma City, OK
03-2002

Skills

  • Coaching and mentoring
  • Compliance
  • Innovation skills
  • Customer satisfaction
  • Incident management
  • Performance metrics analysis
  • Service delivery optimization
  • SLA management
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Problem-solving abilities
  • Reliability
  • Multitasking Abilities
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Relationship building
  • Operational efficiency
  • Team building
  • Task prioritization
  • Self motivation
  • Interpersonal skills
  • Customer relationship management
  • Analytical thinking
  • Conflict resolution
  • Goal setting
  • Professionalism
  • Interpersonal communication
  • Time management abilities
  • Continuous improvement
  • Quality assurance
  • Organizational development
  • Data analysis
  • Workflow optimization
  • Professional demeanor
  • Improvement plans
  • Performance metrics
  • Logistics coordination
  • Vendor management
  • Process analysis

Accomplishments

  • Collaborated with team of Network Engineers in the development of Email Delivery System Changeover from Lotus Notes to Exchange. .

Certification

  • MCSE Training - Jan 2000 - March 2001
  • MCSE Training - August 2006 - May 2007
  • ITIL V3 Dec 2010 Jan - 2011

I Get It Done

Instrumental as interface between Tinker Infrastructures Engineers on Migration from Lotus Notes to Exchange mail client. Became POC for communication transfer.

Timeline

Team Leader - Service Delivery

CACI INT'L
03.2024 - 03.2025

Helpdesk/Product Developer

E B Archbaird
02.2023 - 08.2023

System Analyst Intern

Sj Innovation
08.2021 - 09.2022

Client Support Analyst

Genuent Global, LLC Company: Archrock
01.2020 - 07.2021

End User Support

CNI, Inc. L3 Harris
05.2009 - 12.2019

No Degree - Computer Programming

Oklahoma City Community College

MCSE - Computer Networking

Freedom Career Learning Center

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