Tim Kernc

About Tim Kernc

Twenty years leadership experience in IT Operations, Service Management, Project…

Experience

1. Director - Technical Support

   Vmware

   Mar 2018 — Present · Broomfield, CO, US

   As a member of VMware’s Global Support business unit, I oversee support services delivery to North American customers for core products (ESXi/vCenter/vSphere). RESPONSIBILITIES:Operations Management• Lead frontline managers and Technical Support Engineers responsible for supporting VMware customers. Act as training champion, seeking to continuously develop the technical aptitude & skills of support staff. Analyze and seek to improve support processes & tools. Project Management• Lead and facilitate initiatives within SDDC support operations that enable productivity and improve customer support quality. • Develop and maintain project plans & timelines through all lifecycle phases using standardized methodology driven templates, ensuring compliance with delivery dates, ROI estimates and anticipated impacts.• Ensure appropriate governance, communications and milestone visibility.Process Management • Develop and implement goals for operational excellence and provide input into long term strategic planning.• Lead and facilitate better management reporting and information flow.• Identify trends within the business and drive improvements while leveraging process benchmarking and controls to quantify initiatives.• Develop process impact assessments associated with all changes made within the delivery units.Budget Management• Assist in budget planning and management of SDDC organization\'s annual Opex for North America/South America. • Oversee monthly and quarterly forecasts, as well as update and track the organization\'s performance against financial and operational goals.• Oversee short and long-term financial reporting.

Education

• University of Illinois Urbana-Champaign

  Bachelor of Arts (B.A.), Liberal Arts & Sciences

  1985 — 1989

Skills

• Networking
• Enterprise Software
• Contact Center Management
• Unified Communications
• Japanese
• Voip
• Sales
• Avaya
• Management
• Team Leadership
• Cross-Functional Team Leadership
• Telecommunications
• Analysis
• Market Research
• Advertising
• Business Process Improvement
• Service Management
• Retail
• Pmp
• Leadership
• Program Management
• Outsourcing
• IT Service Management
• Account Management
• IT Operations
• Help Desk Support
• Vendor Management
• System Deployment
• Wan
• Servers
• Crm
• Itil
• Executive-Level Presentations
• IT Management
• Online Marketing
• Business Strategy
• Troubleshooting
• Vmware Esx
• Call Center
• Project Management