T ECHNICAL

S UPPORT
O PERATIONS
M ANAGEMENT

SEAN T DULEY
WWW.LINKEDIN.COM/IN/SEANDULEY
SEAN.DULEY@GMAIL.COM

303-524-5682
WWW.SEANDULEY.COM

Technical Leader credited with implementing stringent Support Center certification guidelines. Resultsdriven leader focused on both internal and external customers. Big picture view of company goals and
objectives related to the IT structure and its performance. Realigned business processes and set real-time
reporting capabilities. Credited with increasing efficiency and accuracy of data capture.

E DUCATION & C ERTIFICATIONS

Colorado Broker Associate License |DORA | 2015
Masters of Business Administration | Denver University Daniels College of Business | 2012
Bachelor of Science, Business Information Systems | University of Phoenix |1999
Basic Electricity and Advance Avionic Electronics United States Navy 1984
Six Sigma Yellow Belt | Motorola Inc. | 2008
Service Strategies Certified Support Manager | A ITIL Competitor |2004
Service Strategies SCP Support Center Certification | McKesson A ITIL Competitor 2001, 2002, 2003,
2004, 2005

A REAS
Improve & Manage Contracts
Create a Customer Experience
WOW
Experienced Decision-Maker

OF

E XPERTISE

INCLUDE :

Optimize IT & Operations

Data Mining and Analytics, / KPM

Effective Problem-Solver
Project Management

Increase Organizational Performance

Relationship Building

A CCOMPLISHMENTS
Utilized VMware images eliminating re-ghosting of machines to reduce time to closure by 50% and solving
issues with using multiple VPN solutions.
Planned and implemented real time call model resulting in improved first contact closure rates and a 35%
increase in the overall backlog closure of closed cases.
Implemented a Cloud VPN solution to standardize how support and engineering connected to customers.
Resulted in improved system security connection and audit trail analytics reducing time to close by
50%.
Created and implemented required benchmark testing of individual technicians competencies through
Brain-Bench for increased efficiency resulting in a baseline to create an improvement strategy.
Standardized processes for recording customer satisfaction. Resulted in 25% increase in response rates
making 100% of cases eligible for random surveys to collect actionable data.
Retooled web-based application, contained costs, lowered variance from 89% to 4% and streamlined
budget process.
Improved internal support on a 24x7 basis by developing a full-cycle support structure. Installed a night
support process, which protected top-tier client accounts. Earned #1 rank in industry for IS support by
KLAS Research.
Led delivery of high quality connection service program that became industry award winner.
Established standards, monitored operations to include compliance, and exceeded all audit thresholds.
Nominated for corporate best practice award and with year over year audit score improvements.
Eliminated two-year service and technology backlog of cases for the backup recovery in less than two
months.
Established and managed a sustainable support processes with standards based on Support Center
Program (SCP) certification (A ITIL Framework Competitor). Monitored operations ensuring compliance,
and exceeded audit thresholds by 26%. Earned the team three-industry awards.

SEAN T DULEY
WWW.LINKEDIN.COM/IN/SEANDULEY
SEAN.DULEY@GMAIL.COM

303-524-5682
WWW.SEANDULEY.COM

P ROFESSIONAL E XPERIENCE
Technical Management, Leadership and Operations
Led a team of 18 professionals in technical support operations.
Developed, managed and executed corporate initiatives (objectives, goals, scope, schedules, resources,
costs, and dependencies) that were integrated and aligned with Motorolas business stakeholders
Built new technical support work group, hired and managed and trained 8 skilled technicians covering 24hour support window requirements.
Performed design review and generated reports for quality assurance. Created plans to resolve complex
business scenarios, production support and resolving severity issues. Vendor selection, contract
negotiations, and ongoing management.
Established case documentation standards and monitored operations to improve proactive case closure
project results.
Delivered and negotiated technical project delivery and training schedule to customers.
Responsible for building and managing relationships with senior executives in delivering against their
strategies; operate as liaison, working with all teams necessary in meeting tactical and technical
objectives
Collect, analyzed, assembled and reported Software Development Life Cycle management metrics to
track and improve management reporting and status reporting activities; performed research, analysis
and due diligence of proposed and ongoing efforts
Designed, implemented, and managed IT projects utilizing SCP certification requirements providing a
framework for the following areas; training team website, customer feedback, customer relationship
management, people programs, productivity tools, electronic service delivery, and sales interface for
improved departmental performance.
Administration and Business Operations
Reviewed system requirements & use case documents. Created high-level design document with system
architecture and detailed design documents for software change requests. Identified integration points
and design specifications for interfaces to integrate with public safety enterprise systems.
Created technical documents outlining scope of work, project costs, strategic plans to mitigate business
risk and improved small project proposal delivery.
Designed and managed employee portals improving interdepartmental communications.
Developed and updated technical documents used in Legacy proposal language.
Trained employees in proposal processes for the Legacy systems.

W ORK H ISTORY
MOTOROLA SOLUTIONS Schaumburg, IL 2005-2014
A $15 billion business and governmental technical solutions company.
PRE-SALES BUSINESS MANAGER, CUSTOMER SERVICE/SR SOLUTIONS SPECIALIST
MANAGER, TECHNICAL SUPPORT APPLICATIONS
MCKESSON, INC. San Francisco, CA 1999-2005
A $112 billion medical and healthcare company.
TECHNICAL SUPPORT CERTIFICATION MANAGER
TECHNICAL/APPLICATION SUPPORT MANAGER
TREEV Westminster CO
A transaction and check-processing subsidiary of Advanced Financial Solutions and Metavante.
SENIOR SYSTEMS HARDWARE& SOFTWARE SUPPORT ENGINEER LEVEL 3
TECHNICAL APPLICATION SOFTWARE SUPPORT LEVEL 1-2
Jones Intercable Broomfield CO
A Broadband Communications Company Denver CO
TECHNICAL SERVICES SUPERVISOR
SUPPORT SERVICES TECHNICIAN

15881 W. 66th Place

Arvada, CO 80007
sean.duley@gmail.com

303.524.5682

SEAN T DULEY
INSTALLER

WWW.LINKEDIN.COM/IN/SEANDULEY
SEAN.DULEY@GMAIL.COM

303-524-5682
WWW.SEANDULEY.COM

United States Navy (Honorably Discharged Veteran) 1983-1989

E-5 Radar and Guidance Systems Technician

T ECHNICAL K NOWLEDGE S UMMARY

LANGUAGES MANAGED: HTML, XML, Java, Oracle Developer 2000, Visual Basic
OPERATING SYSTEMS: UNIX, WINDOWS Professional 2000, Windows XP, Windows 7 HP NonStop
(Tandem) Servers
DATABASES: ORACLE, ACCESS, SQL SERVER 7.0/2000 2005, 2008, 2012 DB2, HP Enscribe Database
SOFTWARE: MS Office (PowerPoint, Word, EXCEL, Outlook, Access, Publisher), MS Visio, MS Project,
SalesForce, E-Tech Knowledgebase, Business Object, Crystal Reports, Heat, Clarify, and other CRM and
Software Management Systems

A WARDS & R ECOGNITION

Social Capital Award | University of Denver
Pinnacle Award McKesson
Keystone Award | McKesson |
Support Center Practices Certified (Support Center Certification A ITIL Competitor)
SSPA (renamed to TSIA) Most Improved Support Group McKesson |

P ROFESSIONAL M EMBERSHIPS C OMMUNITY I NVOLVEMENT

LinkedIN: Leaders in Applications & Technical Support Denver, CO 2014-Present
Denver Metro Realtors Association Denver CO 2015-Present
National Ski Center for the Disabled Winter Park CO 1997-2005
Board Member - STEAMM Team Denver CO 2015-Present
Leads&Latt Chapters: Littleton & Golden CO 2015-Present

15881 W. 66th Place

Arvada, CO 80007
sean.duley@gmail.com

303.524.5682