SUMMARY:

• More than twelve years of experience in staff leadership, operations management, information technology, personnel instruction, technical support, communication, network administration, organizational collaboration and user account management.
• Holder of ITIL V3 Foundations and Service Operation Certifications.
• Well - organized multitasker with strong detail orientation.
• Self-driven team player with strengths in communication and developing interpersonal relationships.
• Possess excellent planning, organization, time management and decision-making skills.
• Strategically coordinate and collaborate with various professionals to maximize performance in facilitating goals and attaining operational excellence.

TECHNICAL SKILLS:

• VB.Net
• Microsoft Access
• Active Directory
• Dell HP Blade Servers
• IBM SAP1 & SAP2 2500
• 2600 & 2800 servers
• Sony-NAS TSM
• HP ISP 9000 Compaq
• Sun
• SAN
• AXIS Print Server
• Fax Server
• CISCO 800
• 3700
• 3800
• 7200 series routers
• Synoptic Hubs
• 2900
• 3745
• 4500
• 6500 switches
• Dell
• HP & IBM laptop & desktop Models
• Xerox
• Lexmark
• Ricoh Support printers
• BlackBerry
• NIC cards
• Win Runner 7.0 & 7.6
• Quick Test Professional 8.0 & 9.0
• Test Director 7.0
• 7.5 & 7.6
• Quality Center 9.0
• Load Runner 6.0 & 7.6
• Rational Clear Quest
• RM Track
• Windows XP
• 2000
• 2003
• 2007
• 2008
• Window 7
• Windows 8 MS Win 3x
• 9x
• NT
• DOS
• UNIX
• Microsoft Office 2003
• 2007
• 2010
• 2013
• VMware
• Mat Lab
• Cisco Works
• MacAfee Anti-Virus Client
• Remedy Track System
• Bridge Track
• Outlook and WHM .

PROFESSIONAL EXPERIENCE:

Confidential

Global Service Delivery Manager/IT Manager

Responsibilities:

• Lead and manage team of 28 employees. Deliver first-class customer service and operational excellence for Confidential ensuring process/protocols are maintained and followed according to ITIL best practices framework.
• Ensure all global Standard Operating Procedures are followed and adhered to by all staff members.
• Train, coach, and mentor Service Desk/onsite support/packaging and regional support team.
• Attend CAB meetings; provide Continual Service improvement (CSI).
• Implement Single Point of Contact (SPOC) for Service Desk increasing efficiency of call management.
• Enforce Service Desk/desktop/packaging and deployment SLA’s in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Service Desk/desktop/ packaging activities and document resolutions, identify problem areas, devise and deliver solutions to enhance quality of service to prevent future problems.
• Plan and conduct performance appraisals of staff, administer disciplinary action, raises, bonuses, and promotions when necessary.
• Serve as liaison and negotiate with Level 1 and Level 2 teams.
• Collaborate with Service providers and contracting companies including the management of 18 employees. Took over weekend coverage from the previous service provider and brought in-house and reduced costs.
• Advise support staff concerning administrative procedures, technical problems, and priorities.
• Recommend strategies and/or hardware/software enhancements to increase employee productivity.
• IT Performance Management, IT Portfolio Management, IT Sourcing/Outsourcing/Offshoring and IT Cost Reduction
• Managed, deployed and led numerous project improvements providing business cost ratio throughout project lifecycle.
• Consolidated service desk from Aberdeen to Houston. Centralized service desk; reduced costs and standardized the entire process to one location. Transferred knowledge from Aberdeen due to regional difference and integrated in Houston.
• Participated in the development of new technology; collaborated with the technical teams to implement Cireson (Add in) to enhance the Microsoft System Center Service Manager (SCSM) ticketing system. This improved call management, reporting and metrics for management, self-service portal (SSP), Asset Management and Lync integration.
• Designed password reset tool with the security team. Successfully achieved a 68% reduction to the calls and tickets which reduced costs including man hours and increased customer satisfaction.
• Worked with clarity (IVR) and introduced call back and Chat option.
• Created a service Improvement plan (SIP) for service desk and reduced backlog of tickets by 82%.
• Centralized the knowledge base to one repository. Worked on classification and categorization of the tickets meeting ITIL best practices.
• Developed user facing “how to” in the portal.
• Standardized all the regions and business units for Confidential in order to outsource services to IBM.
• Increased FCR (first call resolution), implemented problem management and new service catalogue.

Confidential, Houston, TX

Help Desk Supervisor/ IT Manager

Responsibilities:

• Managed team of 42 employees
• Managed service-level agreements, SLA dashboards and Major Incident calls.
• Primary Point of Contact for department managing more than 1,100 Level 1 & 2 technical support calls per day from users such as employees, contractors & clients in North America and Eastern Hemisphere.
• Managed trouble tickets and prepared comprehensive documentation on systems failures & repairs, successfully resolving over 60% on first call. Administered Active Directory accounts, including passwords, temporary admin rights and shared mailbox & internet-intranet access.
• Acquired, deployed, configured, migrated & maintained IT assets such as software, hardware, LAN, WAN and email. Crucial participant in special project to migrate company from Lotus Notes to MS Exchange 2010 and integrate Active Directory, archive Domino Server mail data within MS Outlook, as well as develop personnel training materials & test software. Propelled special project configuring Taleo, Maps and Achieve (SABA) portals for Human Resources Department, as well as deploying MS Office Suite to 5,000 computers.
• Successfully upgrade SOLV Customer Satisfaction rating from 92.1% to 94.7% and reduce user calls by 23%. Key driver of special project to 1E Shopping system to deploy data and image MS systems from XP to 7. Originally hired for role of SC Analyst and achieved promotion to handle these responsibilities for superior performance. Created a team of 5 people exclusively handling service and request emails. Developed new method in process handling of emails bringing TTR (Time to Resolve) from 29 days to only 2 hours.
• Facilitated a self-service portal (service catalog) for management activities and higher access bringing resolution time of access and request tickets down by 30%. Published knowledge articles and web forms for user access and troubleshooting guides, reducing calls 10%. Developed self- service portals for customer use. Portal ranged from network password reset to Microsoft Issues and Sap workflow invoice being stuck. Calls reduction up to 25%. Handled customer satisfaction and achieved 94.3% rating.

Confidential, Houston, TX

Senior IT Analyst

Responsibilities:

• Proficiently assessed & resolved complicated technical problems and collaborated with company leadership & personnel to implement and refine new concepts.
• Tasked with directing installation, maintenance, configuration, repair & documentation of networks, servers, files and other systems.
• Skillfully evaluated and repaired malfunctioning client hardware & software and developed extensive library of support documentation & equipment specifications.
• Prepared & instituted reporting system with MS Access and managed inbound trouble tickets, including documentation and repair of damaged & malfunctioning technology.
• In charge of Inventory Access database, Active Directory accounts and Building Security Access Card server.