Steven Kernan
12319 West Medlock Drive, Litchfield Park, AZ 85340
Phone: 602-524-8773
Steven.Kernan@Phoenix.Edu

Summary	
Relocating to the Pacific Northwest and seeking a position with a dynamic
company that I can grow with and make a difference, where motivation and shared
vision are appreciated and rewarded.
Professional Experience



	
Apollo Group / University of Phoenix Online                                   
Phoenix, AZ
Senior Manager, Customer Support                                                
            May 2008 – Present              
	Leading various IT customer service teams consisting of 3 direct and 87
indirect reports
	Develop and coach to personal/professional goals for team managers,
supervisors, and staff
	Oversee all phases of technical service desk support to ensure that
they are properly coordinated, monitored, logged, tracked and resolved
appropriately
	Develop and implement departmental goals based on customer need,
trends, and historical performance data
	Develop and document policies and procedures based on department needs
and trends
	Track customer concerns/feedback and monitor department activities to
continuously improve products, services and processes
	Ensure department/organizational service level agreements are met
	Manage all internal and external departmental communications and
incident escalations
	Provide executive level reports on contact center performance,
availability, incident management, and customer experience
	Own the successful implementation of secondary fail-over work site
	Manage adherence to budget and forecast for budgeting needs

Manager, Customer Support                                                       
  September 2006 – May 2008              
	Lead a team of 3 direct and 45 indirect reports
	Developed and implemented maintenance, project, and upgrade plans
impacting hardware and software that supports university admissions processes as
well as customer service activities 
	Motivated supervisors and team members to excel in their work, tracking
their performance to maintain department standards, coaching them for success,
and coaching to personal, professional and academic goals
	Developed team building activities to support a positive working
environment

Supervisor, Customer Support                                                    
 May 2003 – September 2006              
	Lead a team of 12-15 direct reports
	Coached team members to performance, professional development and
compliance through regular feedback sessions and performance evaluations
	
Technical Support Specialist                                                    
               June 2002 – May 2003
	Provided technical support to students for the University’s Online
Learning System
	Gained valuable customer service experience as well as technical
experience using MS Office, Windows 95/98/Me, Windows NT 4.0, Windows 2000,
Windows XP, and Mac / OS environments

Teaching Experience	


University of Phoenix Online
Current online faculty member in good standing with the university. Approved for
and teaching the following undergraduate online courses.
MGT/350: Critical Thinking: Strategies in Decision Making
CIS/286: Computer Maintenance and Troubleshooting

Apollo Corporate University
Have facilitated two online Technology Management courses within the Management
Development Program, designed to develop management skills for new organizational
leaders.

Education	


Degree Completed:          Master of Arts in Education / Adult Education and
Training
College:                              University of Phoenix Online
Graduated:                         August, 2008

Degree Completed:          Master of Business Administration in Information
Technology
College:                              Western International University
Graduated:                         March, 2007

Degree Completed:          Bachelor of Arts in Behavioral Sciences
College:                              Western International University
Graduated:                         September, 2005

Certificate Earned:           Project Management Certificate
College:                              University of Phoenix Online
Graduated:                         November, 2004

Additional Qualifications	


Microsoft Certified Professional - Windows 2000 Server                   8/01   
    Microsoft  
Microsoft Certified Professional - Windows 2000 Professional          7/01      
 Microsoft
A+ Certified                                                                    
               9/00        Comp TIA
	
References available upon request