Darrick Bady, MCE, MCSE

715 Orchard Loop * Azusa, CA 91702

(626) 487-4467
db5924ca@westpost.net
QUALIFICATIONS PROFILE
Highly talented and accomplished IT executive powered with broad-based experienc
e in project management, system administration and desktop support. Possess stel
lar qualifications in directing all facets of project life-cycle development and
implementing unique strategies to optimize operational efficiency while signifi
cantly reducing cost. Show paramount efforts in delivering simultaneous, large-s
cale projects within budget and time constraints coupled with remarkable ability
to lead, train and coordinate with technical teams to provide innovative busine
ss solutions. Exhibit a keen eye for detail complemented with proven effectivene
ss in fiercely competitive, team-oriented and multi-platform environment with de
dication to superior service and operational excellence.

CORE COMPETENCIES
* LAN/WAN Network Administration * Project Management and Operations
* Enterprise System Implementation * Continuous Process and Performance Improv
ement
* Leadership, Training and Team Building * Technical Support and Troubleshooti
ng
* Time and Budget Forecasting * Outstanding Customer Service and Relations
* Strong Analytical and Organizational Skills * Strategic and Tactical Planni
ng
* Problem Resolution and Decision Making * Multitasking in Fast-Paced Environm
ents

EMPLOYMENT HISTORY
TECHNOLOGY MINISTRY DIRECTOR 2003-PRESENT
LINCOLN AVENUE BAPTIST CHURCH * PASADENA, CA
Apply dynamic leadership talents in all aspects of technology including Server M
aintenance, Desktop Support, Audio/Visual and Web Development. Establish short-t
erm and long-term strategic goals for the Technology department including the ad
vancement of computer technology and multi-media development. Instrumental in ma
intaining servers and desktop computers-Windows updates, checking server RAID ba
ck-up, antivirus and Church Ministry software. Ensure information is reliable an
d readily accessible by restoring critical ministry files on a monthly basis.
Notable Accomplishments:
* Commended in building the Windows network server including cabling, wiring and
device set-up for multiple users; established individual user profiles and pass
words for each user
* Successfully upgraded the system from Windows 95 to an integrated network incl
uding wireless, DSL, storage data server and an application server
* Expedited time required for monthly billing by 20% by leveraging ministry acco
unting software and implementing printable checks

DIRECTOR OF CUSTOMER SERVICES, INFORMATION AND MEDIA TECHNOLOGY (IMT) 2009

AZUSA PACIFIC UNIVERSITY * AZUSA, CA
Directed and coordinated daily activities of Information Technology team includi
ng Student Services, Support Desk, Network Administration, Telecommunications, T
raining and Library Services. Expertly managed 75 employees to develop their com
petencies and achieve the maximum level of performance. Conducted monthly budget
review and administered $1M departmental budget to fund operations. Facilitated
comprehensive training in PeopleSoft software for development of PO requisition
s and approvals. Determined staffing requirements: hired and on-boarded new tele
communications staff member then promoted a Network Engineer and two Assistant D
irectors. Interacted with staff, students and faculty to provide superior custom
er service, as well as to address and resolve technical issues and concerns.
Notable Accomplishments:
* Restructured the Help Desk area to improve team efficiency and enhance profess
ional image of the department
* Significantly reduced lost/missing inventory and increased operational efficie
ncy through the implementation of computer inventory software at the university
* Led all initiatives to the ISP upgrade: led vendor identification process, ana
lyzed responses to RFP, selected vendor and negotiated final pricing/costs, thus
completing the project under time and budget constraints
* Increased productivity for users and decreased server downtime by replacing th
ree-year old server systems, firewall and wireless routers
* Played a vital role in implementing the roll out of the new student computer l
ease program
* Conceptualized and implemented innovative telecommunications strategy for the
department to optimize operational efficiency
* Incurred 15% cost reduction and eliminated obsolete technical inventory by dev
eloping the new wireless communications plan

CUSTOMER SERVICE / TECHNICAL SUPPORT MANAGER 2002-2009

NERO, INC. * GLENDALE, CA
Simultaneously managed multiple teams including on-site technical support, custo
mer service and third party outsourced technical support of a worldwide leader i
n development of digital media software. Provided expert oversight to daily aspe
cts of the business focusing on the assessment and trouble-shooting of technical
issues and consumer complaint resolution. Recognized as the focal point of cont
act between Nero, Inc. and external software partners in the development of trai
ning sessions for the customer service/technical support teams. Created annual d
epartment goals and strategy proposal and presented to and approved by senior ma
nagement. Delivered informative sales presentations to effectively promote Nero
products at national trade shows, regional user groups and panels; conducted sev
eral radio interviews to market current product information.
Notable Accomplishments:
* Drove all efforts to acquire new call center phone system, which enabled impro
ved call / e-mail metrics, operational performance and customer service/satisfac
tion; completed transaction in less than four months with virtually no interrupt
ion to service
* Presided over the integration of replacement third-party technical support tea
m along with in conducting research, selecting vendor partner and training of ne
w support team partners.
* Authored a comprehensive Customer Service and Technical Support policies and p
rocedures manual, addressing management practices, employee evaluation and numer
ous other organizational issues
* Formulated and conducted training sessions for external partners to ensure con
sistent and up-to-date product knowledge and best-in-class customer service abil
ities
* Introduced a series of online tutorials for external customers that currently
reside on the corporate website
* Elevated global procedures in areas of technical issue resolution, standardiza
tion of CRM database and customer support levels by working closely with other g
lobal regions such as Germany and Japan

PRIOR WORK EXPERIENCE

TECHNICAL SUPPORT SPECIALIST (CONTRACT POSITION) 2001-2002
UNIVERSAL BUSLINK CORPORATION * BALDWIN PARK, CA
USER SUPPORT SPECIALIST 2000-2001
MOMENTUM * ST. LOUIS, MO
FIELD SERVICE SUPERVISOR 1993-1998
FIELD SERVICE REPRESENTATIVE 1998-2000
DATAMAX/BUSINESS EQUIPMENT CENTER * ST. LOUIS, MO / MEMPHIS, TN

EDUCATION
BACHELOR OF SCIENCE IN MANAGEMENT OF INFORMATION SYSTEMS
* Azusa Pacific University, Azusa, CA: 2005-2009

PROFESSIONAL TRAINING & CERTIFICATION

MICROSOFT TRAINING, EDNET CAREER INSTITUTE, WOODLAND HILLS, CA: 2000-2001
CompTIA A+ Certification | Microsoft Certified Systems Engineer (MCSE 2000) | Mi
crosoft Certified Professional (MCP)
TRINET NETWORKING AND TRAINING, INC., NEWHALL, CA: 2001
Cisco Training (CCNA)

TECHNICAL PROFICIENCY
HARDWARE: Compaq, Dell, HP, IBM, Gateway, Macintosh, BusLink, 3Com, Cisco Router
s and Switches
OPERATING SYSTEMS: DOS 6.22, Windows NT, Windows 98, 2000, XP, Vista, Server 200
0/2003 (Active Directory) and Mac O/S 8.6- 10.5
PROTOCOLS: VPN, TCP/IP, IPX, IGRP, RIP, SMTP, FTP, PNP, POP/SMTP and UDP
SOFTWARE: Microsoft Office Suite 2000, 2003 & 2007, VMware, Lotus Notes 4.6, Pho
toshop, Flash, Illustrator, Acrobat, Quark, McAfee/Norton's Antivirus, Norton's
Ghost and PeopleSoft