Craig Artman 100 Ledgewood Drive #610 Stoneham, MA 02180 617-894-7495 ca1187032@westpost.net http://www.linkedin.

com/in/craigartman Summary 13 years experience in Information Technology Management and Call Center support Proven Trusted Advisor with exceptional Customer Service skills Knowledgeable of Sarbanes-Oxley and other financial data regulations Superior interpersonal, team building and organizational skills Demonstrated ability to develop and manage cross-functional teams Working knowledge of ITIL framework, processes and implementation Technical Certified Microsoft Microsoft Certifications Novell Administrator; CNA June 2000 Certified Professional; MCP April 2002 Certified Systems Administrator; MCSA May 2003

Technical Experience Operating Systems: MS DOS, MS Windows NT, 2000, XP, Vista, 7, MS Server NT/2000 /2003, Novell Netware 4.0/5.0, AS400, Unix, Linux Hardware: Dell OptiPlex desktop, Dell Latitude laptop, IBM ThinkPad laptop, IBM ThinkCenter desktop, IBM Netfinity server, Compaq/HP ProLiant server, BlackBerry , SmartPhone, Palm Pilot Applications Supported: MS Office Suite, Active Directory, Exchange, Outlook, Lo tus Notes, Peregrine Service Center, HP Service Center 7.0, BMC SDE, HEAT, Ghost , Internet Explorer, Firefox, Symantec AntiVirus, McAfee AntiVirus and encryptio n, McAfee ePolicy Orchestrator Professional Experience Kronos Incorporated, Chelmsford, MA Director, IT Support Managed a 25 member geographically dispersed support department including Intern ational staff. -Responsible for all end-user computing support including Help Desk, Desktop eng ineering and Hardware support -Reduced hardware spend by managing asset inventory -Managed Access Control and Application Access for end-community through Active Directory -Upgraded laptop encryption software and management Haley & Aldrich, Inc., Boston, MA ITS Service Desk Manager (contract) In a contract consultant role I was responsible for establishing and managing IT Dec 2008 to Aug 2009 Feb 2010 to May 2010

IL procedures related to the identification, prioritization, and resolution of e nd user help requests. I monitored, tracked and coordinated all Service Desk fun ctions; overseeing the assigned Service Desk staff and ensuring end users receiv ed the appropriate assistance. -Managed Service Desk and Desktop support staff -Established and implemented Service Desk SLAs and metrics -Implemented and managed BMC SDE software for Incident tracking including config uration of business rules and escalation processes -Managed Network id creation for application access and network security -Created and managed after-hour support model -Evaluated and adjusted processes and procedures to ensure Customer Satisfaction -Conducted regular staff performance reviews and impromptu coaching sessions KeyCorp, Cleveland, OH; Boston, MA (Multiple positions listed) Sept 1998 to Dec 2008 Technology Relationship Manager, Boston, MA Aug 2007 to Dec 2008

Served as a relationship manager to establish and develop relationships between internal technology organizations. Primary infrastructure liaison aligned with t hree technology development organizations. Act as single point of contact in in frastructure (IT Operations) for application development projects. Facilitate ar chitecture reviews for large systems, while leading cross-functional team member s to design the best technical solution for Key. Assist in managing technology c hanges, resources, and prioritization of work. I was actively sought after and selected for this position to leverage my strong interpersonal skills and abilit y to build and maintain global cross-departmental relationships, resulting in ex pedited project completions. -Responsible for fostering long lasting global relationships between technology organizations with differing methodologies for project work. -Served as an independent arbitrator in cross-organizational disputes. -Partnered with development organizations to drive products to production in a m ore efficient and effective manner. -Communicated with upper management to provide project status and potential area s for improvement. Manager National Field Support - Northeast, Boston, MA June 2005 to Aug 2007 Successfully led and managed the daily activity of geographically dispersed Desk top and Server Support teams providing Tier II and Tier III support throughout t he Northeast Region supporting more than 2500 end users. Actively implemented a nd ensured Sarbanes-Oxley compliance through role based access. -Managed daily activity for the National Field Support department in the Northea st -5 staff Boston, MA; 1 staff NYC; 2 staff Parsippany, NJ; 5 staff Buffalo, NY -Established strong relations with all Business Unit leaders to provide excellen t support -Managed Trade Floor support in Boston and NYC; 15 traders in Boston and 25 trad ers in NYC -Managed all incidents and outages to defined Service Level Agreements -Managed the corporate PC procurement process for the New England region -Represented regional National Field Support department on project teams Senior LAN Administrator, Cleveland, OH July 2001 to June 2005

Documented excellence in customer service providing PC software and hardware sup port for 800+ end users and Executives, including CEO, CIO, CFO and other Senior Management. Provided network security and application access through Novell Di rectory Structure and Microsoft Active Directory -Participated in the migration from Novell to Microsoft server operating systems for all File/Print servers -Assisted with the migration from Novell NDS to Microsoft Active Directory, impl ementing access controls -Responded to Help Desk tickets through Peregrine Service Center providing compr ehensive resolution details -Mentored junior staff Help Desk Team Manager, Cleveland, OH March 1999 to July 2001

Successfully managed a 12 member team of Level I Help Desk associates; providing telephone support for all Distributed and Mainframe servers and applications in cluding Lotus Notes email and databases. -Actively hired and trained the team to effectively support the more than 20,000 member end user community -Assisted in migration from Expert Advisor ticketing software to Peregrine Servi ce Center -Participated in the Y2k software enhancements -Conducted regular team meetings to foster the team atmosphere and business cont inuity Help Desk Analyst II, Cleveland, OH Sept 1998 to March 1999

-Provided Level I telephone support for the more than 20,000 member end user com munity -Routinely received accommodations for highest 1st call resolution Education Indiana University Southeast Bachelor General Studies - Major: Humanities Minor: Spanish Graduated December 2 009 GPA: 3.34 Additional coursework and training Web Page Design Business Management Managing Difficult Situations Building Effective Teams The Engaging Manager Effective Listening