HERBERT ERLBACH, CAPM, ITIL

● h: 847-470-8227 ● c: 847-312-1750

● HerbertErlbach@comcast.net ● http://www.linkedin.com/in/herberterlbach

 

PROFESSIONAL SUMMARY

Solutions driven Certified Technical Instructor (CTI) leading change through the creation and facilitation of end-user orientation and training. Created materials in direct support of business objectives. Results driven IT and Training Support Specialist with strong analytical and troubleshooting skills, hands-on experience in service desk services.  Strengths include the ability to break down and simplify complicated issues and improving efficiencies through collaboration with various work groups.

 

PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS

                                               

Computer Systems Institute                                                                           2010 - Present

Adjunct Instructor, Business Career Program

Maintained records of student attendance and advised them; motivated adult learners to succeed. Presented course materials on Career Development in a classroom setting.  Topics include: 

·         Keynote Speaker at Gurnee Campus 1st Graduation Ceremony

·         Career Development

·         Perform daily lessons in a “blended learning” environment

·         Develop presentations, labs, and lecture materials to facilitate student-centered discussions

Developed and presented workshops on:
            ·        Computer Basics  

            

            ·    Writing Improvement
            ·    Certification Preparationfor Microsoft Office 2003, 2007, 2010 

        

Performed Mock Interviews (One on One & Group)

 

St. Augustine College, Institute for Workforce Education                    2010 – Present

Instructor, Microsoft  Office 2007 (Word/Excel)

·         Presented and developed course materials on Word 2007 & Excel 2007 to hospice employees

·         Designed presentation for “Effective Communications” for a professor at the college

 

NORTHERN ILLINOIS UNIVERSITY - DeKalb, IL                                                                

ITS Analyst/Consultant                                                    02/2009-08/2009                                                                                    

 

Served as the University's Help Desk Consultant (900 hour contract).  Evaluated the pre-production network monitoring utility "QRadar" and used to train level 1 help desk analysts. 

·         Interviewed all helpdesk level 1, 2 & 3 support level staff to better understand the University’s Helpdesk work flow, which resulted in the implementation of better monitoring techniques, control of processes and reduced Service Level Agreement (SLA) breaches.

Key Contributions:

·         Created course development materials including Quick Reference Cards, and PowerPoint presentations to train level one analysts, which improved SLA response times.

 

 

AXA - Chicago,                                                      1991 – 2009

Branch Technology Manager                           

Trained 300 to 500 associates annually on MS Office and CRM (Client Relationship Management) skill sets. This training provided a baseline level of best practices and reduced time spent on redundant tasks which increased productivity by 10%.  Handled testing, verification, and release of upgrades for the proprietary applications before national implementation.

·         Created and monitored status reports on open issues resulting in the Chicago branch having one of the highest resolution rates in the country.  

·         Managed technical issues and documented practices resulting in centralization and less redundancies.

·         Managed phone and voice mail systems as well as adds, moves, and changes in workstation processing which increased the ability of the associates to function quickly.

·         Managed and led a team to rollout hardware and software upgrades, in multi-state region from beginning to end which resulted in less than 1% failure rate.

Key Contributions:

·         Facilitated a system to audit disclosure statements quarterly, for 200 associates resulting in fines being decreased by 20%.

·         Managed with less than .5% error rate, moves, adds and Changes for Workstations, phones and Audix.

·         Organized and executed three major hardware rollouts for 300 associates with minimal disruption of end users resulting in the Chicago branch’s recognition as the best in the country out of 50 branches.

·         Spearheaded automatic interest rate downloads which were previously accomplished manually; this resulted in an 80% time savings and increased accuracy.

·         Identified the need for an automated compliance disclosure review process which resulted in the Chicago branch being recognized as the best in the nation for the least compliance disclosure violations.

·         Developed a resolution tracking system that was adapted nationwide, resulting in quicker turnarounds and Service Level Action (SLA) improvements.

 

 

Regional Director of Technology                     

Provided support to end users on multiple issues, including connectivity and Client Relationship Management data issues. Recommended system configurations.  Managed projects from beginning to end including evaluation of applications and processes used before roll out.   Responsible for offices in Wisconsin, Indiana and Illinois including supervision of the local Branch Technology Managers.

·           Developed system for Inventory tracking including adds, moves and changes, improving both turnaround time and documentation of fixed assets.

Key Contributions:

·           Designed and created a standardized procedure manual and quick reference cards, which were adopted throughout the Midwest region.

 

Previous titles include: Workstation Support Representative, Computer Consultant, Administrative Consultant, and Special Projects/Personal Computer Training

                                               

                       

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Arts, Northeastern Illinois University Business/Computers, Chicago, IL 

ITIL and CAPM, MicroTrain Technologies, Deerfield, IL

Network +, Oakton Community College

 

CERTIFICATIONS / TECHNICAL PROFICIENCIES

CTI (Certified Technical Instructor [Computer Systems Institute] 2011-2012
CAPM (Certified Associate Project Manager), ITIL v3 Foundations Certification, Six Sigma Green Belt, Network+, Windows 7
MOS (Microsoft Office 2010 Master)

MOS (Microsoft Office 2010 Expert) -
Word

Excel

MOS (Microsoft Office Specialist) Office 2010 Specialist –
Excel

Outlook

PowerPoint
Word

MCAS (Microsoft Certified Application Specialist) Office 2007 Master –
Access
Excel (Expert)
PowerPoint
Word (Expert)

PROFESSIONAL AFFILIATIONS

PMI (Project Management Institute)

Illinois IASBO (Illinois Association of School Business Officials)

Society of Midland Authors