WILLIAM EHMKE

East Hartford, CT 06108 Phone: 860.205.8249 - Email: wehmke@comcast.net

PROFILE: IT / TECHNICAL SUPPORT MANAGER
RCCSP Professional Education Alliance Certified Call Center Manager ~ Vmware Vsphere 5 Administration ~ Microsoft
MCSE ~ SCO ACE Certification ~ Certified Virtualization Expert (CVE) ~ Cisco CCNA (expired)

More than two decades of technical leadership experience with a track record of managing and continuously
improving IT and customer support functions on behalf of a large Fortune 500 client base.
Project leadership and business analysis expertise with a history of seamlessly completing numerous technical
product launches and major product hardware reworks within budgetary and scheduling guidelines.
Direct large teams in installation, upgrades, troubleshooting, and technical problem resolution, achieving first call
resolution by driving continuous improvement in technical troubleshooting and product performance.
Achieve the highest level of performance from the team through training, mentoring and analysis of leading
performance indicators.
Research and recommend cutting edge technology enhancements to improve supportability, application
performance, and operability.
Strategic partner with executive leadership with a background defining and implementing regional and global
initiatives that drive process improvements, minimize costs and increase market share.


TECHNICAL EXPERTISE

NT3.5/Windows 3.0 through Server 2012R2/Windows 8 ~ Macintosh OS 7 through OS 10.9 ~ VMware Workstation v5
through v10 ~ VMware Fusion v4 through v6 ~ Vsphere 4, 5, 5.5 ~ Microsoft Office v3 thru 2013 ~ Adobe CS Suites ~
Print Technologies and Advanced Color Management ~ EFI, Creo and KM Branded Print Controllers ~ G7 Expert ~
FreeNAS iSCI SAN
TECHNICAL SUPPORT LEADERSHIP EXPERIENCE

Konica Minolta Business Solutions Inc. Windsor, CT 1986 - 2014
Manager | Supervisor Escalation System Support (2005 2014)
Konica Minolta Business Solutions is a provider of information management focused on enterprise content, technology
optimization and cloud services. Konica Minoltas multiple divisions produce optics, display technology, textile inkjet
products, low and high end printers, medical imaging, OLED lighting, and sensitized photo materials.

Directed a team of 6 technical contributors in 3
rd
level technical support for color print production. Resolve issues related
to applications, print driver installation/deployment and network/connectivity. Maintain approximately 240 tasks escalated
through Konica Minoltas direct branches, dealers, marketing groups and sales channels with the goal of achieving first call
resolution. Collect problem information and replicate issues within the local test lab. Administer and update the VMWare
vSphere test support lab. Direct project related activities and communications between sales, marketing, field support and
research and development groups. Provide project leadership and manage resources for 13 indirect reports from
Integration/Solution Support for large-scale product deployments. Manage and allocate a $400,000 annual budget for
hardware, software, training and services. Established technical infrastructure requirements including technical
documentation, troubleshooting procedures and training initiatives for new product releases and product upgrades. Direct
liaison between Konica Minolta USA and OEMs. Traveled multiple times throughout the year to corporate headquarters in
Japan to participate in strategy sessions and meetings related to corporate wide initiatives, product enhancements and
product development.

US representative for a business transforming enterprise initiative, the Global Service Cost Reduction Initiative. As a
member of the global committee with representatives from Europe, Australia and Japan, analyzed service related
operating costs with the goal of reducing costs and improving service time. Initial process improvements achieved a
15% cost savings and service reduction time improvements of up to 30%.
Member of the Engineering Change Request (ERC) committee. As part of the Global Cost Reduction Initiative, this
committee was charged with improving reliability, serviceability and overall quality through the recommendation of
design changes in current products and strategizing on feature enhancements for the next generation of products.

WILLIAM EHMKE
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Significantly reduced problem resolution time and reduced equipment costs by 75% through the incorporation of a
remote access process for Field Support Engineers, which provided access to lab resources though the use of
dedicated host systems connected to the cloud using TeamViewer.
Project manager on a complex 3-month product rework that required rewriting code on 17,000 multifunctional
products located throughout 3 warehouses prior to shipment to the customer. Completed the project successfully
preventing any product backorders, lost sales or loss of confidence in the product. As a result, product demand was
met with no impact to quarter profits. Sales goals for the quarter were exceeded by 8% for that product segment.
Incorporated process improvements, which ensured optimum quality output and reduced technical service calls by
30%. Established procedures to standardize product setup and implemented a technical troubleshooting tool to isolate
engine vs. file/application quality related issues.
Established a partnership with a training provider with technical consulting expertise. The provider revamped the
standardized industry training courseware and delivered customized training materials that drastically reduced training
times and improved technical comprehension.
Designed, purchased and installed a Vmware virtualized test lab infrastructure. The virtualized environment allowed
for the set up of complex networks and reduced the amount of time to set up test environments by as much as 300%.
Delivered technical expertise on product features twice yearly at major trade shows. Directed the equipment set up
and secured new business through effective product promotion at the trade show booth.

Team Leader, Advanced Support Group (2001 2005)
Led a team in the launch of a new support group in charge of resolving complex problems escalated from the Level I
technical support call center.

Achieved high first call resolution by incorporating a method whereby the support engineer would stay on the call until
resolved or until enough information was gathered to test for validation within the Konica Minolta test lab.
Admin functions for test lab network infrastructure, hardware, applications and operating systems

Early career experience with Konica Minolta Business Solutions includes: Technical Support Engineer in the
Digital Lab, Supervisor of the National Technical Support Center, and National Manager of Technical Operations.


EDUCATION | TRAINING

Bachelor of Fine Arts, Media Arts, Minneapolis College of Art and Design, Minneapolis, MN

2014, Mavericks 101: OS X Support Essentials|Server Essentials
2013, Microsoft Server 2008R2/2012R2 (Custom Class)
2011 2013, VMware vSphere: Install, Configure, Manage (v4 and v5)
2009, RCCSP Professional Education Alliance Certified Call Center Manager