SUMMARY:

• An accomplished professional with a broad based background in, ITIL Service Management Methodology, operations management, management, staff development, training, technical maintenance, business analysis and repair techniques.
• Innovative problem solver with exceptional interpersonal, communications and analytical skills.
• A fast learner with demonstrated ability to interact effectively with individuals Confidential all levels.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Manager, Detroit, MI

Responsibilities:

• Problem Manager providing best practices and procedures across global Confidential account.
• Established processes and plans to improve Global Incident and Problem Management processes.
• Responsible for the Problem Management tracking of Root Cause Analysis ( Confidential ), trending and charting of outages throughout Global Confidential account.
• Responsible for providing Problem Analysis reviews for Incidents that reoccur driving root cause identification and preventative actions.
• Worked with and built solid relationships with Confidential top leadership to report global service interruptions.
• Facilitate Global Confidential Review meetings with Confidential and IT Supplier stakeholders to review root cause and preventative actions to ensure incidents are resolved and actions taken to prevent in the future.

Confidential, Detroit, MI

Client Manager IV (Operations Manager)

Responsibilities:

• Responsible for Confidential Server Operations Management for Confidential working with Confidential Site Managers.
• Responsible for providing Enterprise Change Management support for Confidential server related changes.
• Responsible for providing capacity related reporting to Confidential Site Managers to manage space on the Confidential servers.
• Responsible for Incident Management with Confidential Online Server Operations team applying IIM Incident, Problem and Change Management processes, on Severity 1 and 2 incidents.
• Responsible for working with Network Operations team in support of network related site upgrades and changes.
• Implemented Soft Quotas on Confidential client Home Directories across the South East Michigan SAN’s in support of capacity issues.
• Manage the communication between the project team and the customers
• Conduct a project gap analysis and managed project issues list
• Facilitate meetings with project stakeholders and the project team
• Coordinate with vendors to facilitate quick resolution of issues
• Developed Quota Management processes for Confidential leadership to communicate to end users and Confidential Share Folder Owners in support of capacity related issues.
• Worked with Confidential Program Office and Confidential Site Management to support migration of Confidential servers to VMware Servers.

Confidential, Detroit, MI

Business Analyst - Senior (Problem Manager)

Responsibilities:

• Worked with and built solid relationships with Confidential top leadership to report Confidential global service interruptions.
• Established objectives and plans to improve Confidential outage reporting process.
• Established objectives and plans to improve and Implement Global Problem, Incident and Change Management processes.
• Incident, Problem Management lead providing Business Office practices and procedures across global Confidential account.
• Responsible for the Problem Management tracking, trending and charting of Confidential ’s throughout Global Confidential account.
• Provide service level metrics for Problem Management.
• Develop and Implement Problem/Incident Management ITIL methodology across global Confidential account.
• Manage the communication between the project team and the customers
• Developed and maintain the Confidential Performance Tracking Tool Application for the Confidential customer
• Coordinated with project manager to create project plan
• Manage the project and deliverables working with the project manager as the SME
• Create test cases to ensure proper data flow throughout the system
• Create training documentation for the Confidential Performance Tracking Tool Application and provided training to the Confidential customer
• Conduct a project gap analysis and managed project issues list
• Facilitate meetings with project stakeholders and the project team
• Present process improvement recommendations to IT and customer management
• Maintained Incident Management database for internal Confidential across global Confidential account.

Confidential

Technical Delivery Team Manager / Client Delivery Manager

Responsibilities:

• Work with Confidential top leadership to sell and provide IT services.
• Established objectives and plans for the team’s operations.
• Orchestrate team activities, develop, administer and control a budget and P&L.
• Coach, counsel, lead and develop empowered teams. Evaluate performance and administer compensation.
• Responsible for data backup and security procedures for the computer network.
• Responsible for team resolving Remedy tickets within service-level agreements
• Responsible for the hiring and firing of employees.
• Tailored Career Development Program for my subordinates to become Microsoft Certified Systems Engineers.
• Managed Technical team of 25 LAN/ Confidential /Client Administrators.

Confidential

Network Administrator Lead

Responsibilities:

• Planed and implemented a 1 year project plan to upgrade 14 Chevrolet Regional Offices from Novell 3.X to Novell 4.11.
• Built setup and installed 14 Novell 3.X file Servers and 14 Lotus Notes 3.11 Servers for Chevrolet Regional Offices.
• Worked as Team Leader setting up remote support for the Chevrolet Regional Offices WAN Systems.
• Installed and supported Windows 95 on a Novell 4.11 LAN.
• Installed and supported Microsoft Office, ARCServe, Bindview, Ontime, Powerchute and Netware IP on Novell 3.X and 4.X Servers.

Confidential

Network Administrator

Responsibilities:

• Setup and installed an Irmalan Gateway Server; new server supports 190 users.
• Installed and setup a 2 GIG hard drive for Confidential project.
• Installed an ADIC 12 Tape backup system on the File Server.
• Setup and administered ID’s, Directory’s, Print Servers and Security.
• Installed and administered LAN WorkPlace on the workstation, and TCP/IP on the Notes servers.
• Administered 4 Novell 3.X File Servers and 7 Lotus Notes 3.11 Servers.

Confidential

Telecommunications Supervisor

Responsibilities:

• Designed and setup Voice, Data and PC Repair Center; new center reduced cost by $2 million annually.
• Trained 15 technicians on installation and repair of various vendor type switches, modems, muxes and PC’s.
• Managed a $1.5 million budget for the repair center; completed assignments within budget.
• Built efficient quality work team that maintained a 99% non-failure rate.
• Tailored a Career Development Program for my subordinates.