Remote Pilot Certificate (FAA Part 107)

Onset Videographer for the documentary, Operation Rock the Troops: Highway Home

Videographer

Trusted Servant

Arlington Family Center Volunteer

Volunteer

Angel Tree Volenteer

Volunteer/Donor

Donor

Associate; AAS.CIT.UNIX

Bachelor's Degree

Service Operations Support Department, Field Alpha/Beta Testing
Supervised 2 - 3 project managers, 6 technicians and 1 engineer for post QA testing of new products and services or enhancement of the platform’s technology.
Provided IT project management of new product roll out to existing customer base.
Initiated and implemented accurate product life cycle measurement guides.
Led team in completion of over 250 projects, including one large project Text2Connect, requiring updated site level systems configurations for over 2000 customers between February and October of 2009.
Participated in the roll out of the new inmate calling platform Text2Connect which allowed inmate calls to process collect calls to cell phones via outside vendor, completed the project ahead of schedule, increasing the expected revenue to Securus by an additional $5.5M ($4.4M more than forecast). 
Initiated and implemented a standard of metrics to measure and grade staff performance.
Developed a feedback process for 

Supervisor, Operations Release Management

Supervised 6 - 8 engineers in pre-sales, post sales and site implementation engineering.
Initiated and implemented processes and reporting to measure team productivity, increase efficiency, reduce overall quote completion timeframes and monitor capital outlay.
Built new processes with finance and accounting for auditing, investigation, and oversight.
Customized engineering installation kits, saving $100K installation capital/year.
Created with team successful engineering for new clients that added $390M in revenue.
Focused engineering on reducing telecom MRC resulting in a 19% telecom cost reduction for the company in 2011.
Monitored FTE Utilization with custom reporting by scripting MSSQL and XLM queries in MS CRM and other database systems.
Increased team performance by managing FTE utilization to 75%+ and reduced department overhead by $44k per year in 2010.
Developed 2011 Engineering output that equaled 1,700+ new business engineering opportunities, 1,900+ Major engineering opportu

Service Operations Support Supervisor

Provided IT engineering and installation services to commercial and residential clients.
Chosen as primary installation company for 3 Domino’s Pizza franchisees in North TX.
Implemented engineering standards for product installation and configuration to meet Domino’s Pizza Mark of Excellence, completing 53 construction projects over 4 year span.
Communicated with directors and construction project managers on network setup.
Delivered services meeting contracted budget with an actual cost variance average of +/-8%.
Exceeded SLA service goals for all Priority One Domino’s Service call overflow requests - 100% within 4 hours and met next day service requests 97% of the time over 4 years.
Installed Point of Sale, VoIP, TDM and loss prevention technology; under 3% failure rate.
Hired and managed 4 sub-contractors when required to meet schedule and project deadlines.
Conducted telecom and IT installation and repair services for BR Tech.

IT Field Engineer/Business Owner

Launched business venture; created a business plan, obtained business partners and investors.
Provided tobacco harm reduction education, products, and services for customers. 
Initiated business with $50k and had a strong 1st 12 months of gross revenue of $111k.
Created overseas and local vendor relationships saving the company 12% on product costs.

President, Co-Owner

Became the company’s 1st official Alpha/Beta Tech after identifying and resolving issues with new product releases.
Traveled to customer correctional facilities to resolve or prevent issues with migration from legacy call processing platform to the company’s new Flagship platform.
Provided superior technical support and escalations for Tier I Tech Support and the Field Support Teams.

Alpha Beta Testing & Implementation Tech II

Business Consultant

Provided technical support trouble ticket escalations from tier II techs.
Acted with core skills sets including MS SQL Database, TDM Call Processing Software, Telephony Hardware Trouble Shooting, GUI HTML user interface errors or issues, Hard Drive RAID Storage Issues.
Provided in-field training of technical support personnel and knowledge base document management and troubleshooting on technical issues at customer sites.
Received company awards in customer service, leadership, and innovative excellence.

Technical Support Analyst III

Managed a base of 300 telecommunications network accounts ($5.9M revenue) for correctional facilities.
Increased portfolio contribution margin from 13% to 33% over a 16-month period.
Recognized by CFO and Director of Sales for turning around underperforming accounts.
Increased and developed skills in MS CRM using MS SQL and XLM Queries.

Community Accounts Manager

Support/troubleshooting of inmate telephony systems’ hardware, SQL database servers, and workstations, including configuration of applicable software drivers.   Primary technician supporting implementation team upgrades of the latest Securus-proprietary products (T-1, channel bank and analog phone systems). 
•	Completed a long-distance routing configuration project that saved the company $81K.

Technical Support Analyst II

Hired has part of the team to support CompuCom’s newest client, Kinkos.
Started as a Tech taking inbound calls from for support on hardware and software used in a Kinko’s store in the U.S.A
Proved my value to CompuCom and our client and earned a change in responsibility to include Vendor Dispatch for onsite repairs
Earned my Dell Products Certifications in 2003, 2004 and 2005.
Completed my CompTia A+ certification in 2003
Promoted to Operations Point of Contact for the FedEx-Kinkos Account in late 2004
Provided excellent Technology Vendor Relations on behalf of FedEx-Kinkos where I managed all Repair Escalations for Dell, Xerox, HP, Apple, Epson, IBM, Canon, and other Hardware vendors.
Created and headed up projects with client interaction including a new Intranet web-based FAQ and Primus knowledge management.

Technical Support Analyst / Operations

Retail Sales and Assistant Manager Duties

MIT - Manager in Training

Led team of 7 support techs and 2 project managers in Alpha-Beta implementation.
Chosen for newly created position due to product standards initiated as 1st Alpha/Beta Tech.
Acted as contact point for trouble ticket escalations from tech team for products and services.
Coordinated product release roll-outs and updates with internal departments.
Documented defects in products and reported to leadership heads of affected departments.
Created a pass/fail standard that prevented rejected products from being distributed.

Lead/Technical Coordinator, Technical Support Department

Started as a contractor and earned a permeant position in early 2001
Supported workgroup/domain configurations, applications, and operating systems for business users in the United States, Canada, Europe and the Pacific Rim, including hardware, software, and peripheral equipment.  
Assisted with test-piloting Windows XP as a new OS standard for the company. 
Developed/maintained Lotus Notes databases for my team and Supervisor, converting them to web-based tools.  
Performed root cause analysis for calls taken by the Help Desk.

HelpDesk Analyst

1st Help Desk/Technical Support Job doing HP Customer Care Support
Supported network administrators, help desk professionals and end users on hardware and software trouble issues, specializing in peripheral device support, HP DeskJet Printers
Quickly became a subject matter expert on troubleshooting network print servers and interface cards. 
Promoted to Backup Level 2 Support, Called a Mentor in Training
Mentored 1st level support technicians, providing escalation support to front-line techs in their troubleshooting functions. 
Researched and maintained up-to-date documentation in the HP Customer Care knowledge database.

Information Support Technician

The IT Operations Manager is responsible for supporting the daily operations and availability of Information Technology systems, operational tools, and processes.

IT Operations Manager

• Lead 14-engineer global NOC (fully remote since 2020) supporting payment infrastructure reliability.
• Integrated SolarWinds, OpsGenie, BigPanda via REST APIs—delivered full alert pipeline under compressed timelines.
• Authored internal data hygiene guide—shared to support AI-Ops alert tuning and onboarding.
• Implemented ITIL SOPs, escalations, post-mortems—strengthened process maturity.
• Coach NOC analysts in ownership and escalation clarity; foster calm-under-fire culture.

Manager Network Engineering

<p>Videographer: Develop, film, and post-production of made-for-TV series and online video content.</p>

Ken Boustead

Senior IT leader bridging AI systems, operations, and human behavior to build what works in the real world.