Consultant Resume

SUMMARY:

Highly experienced Senior Help Desk Manager consistently acknowledged for providing an excellent Customer Service and tasked to improve organizational effectiveness and efficiency through leadership. Executive with a passion for cost savings and improved customer services I have the experience to recommend specific course of actions to reduce costs by achieving performance optimization and maximizing customer satisfaction.
Introduced, at the Census Bureau, the use of ITIL best practices for the Network Operations Center, explaining rationale for changing/improving processes, and demonstrating advantages. Overcame staff reluctance to embrace change, and obtained staff buy - in.
Improved in great degree the actual and perceived service quality through establishing use of ITIL-based service level agreements (SLA) between IT and customers therefore reducing time-to-close by more than 50% and backlog by 200%.
Reorganized and consolidated overseas offices to provide a better worldwide coverage and a fluent solution of all customer issues. This dramatically improved the customer satisfaction level while there was not an increase in costs.
Improved customer service quality through introducing ITIL-based best practices therefore increasing SLA compliance from 45% to 92% for urgent incidents and from 72% to 98% for regular incidents.
Reduced staffing costs by 50% and saved over 20% in operating costs through utilizing new policies and procedures to streamline human resource efficiency and eliminating duplicated efforts.
Designed and provided executive reports to track service quality and detect trends .helping with the creation of proactive solutions to potential identified problems.

PROFESSIONAL EXPERIENCE:

Consultant

Confidential

Responsibilities:

Providing consultancy services for clients in USA.
Responsible for evaluating BMC FootPrints software specifications of products according client RFP specifications.

Manager

Confidential

Responsibilities:

Leaded the implementation of Service Desk and ITIL processes (Incident, Problem, Event and Change Management) including Gap Analysis, evaluation of Maturity Levels and the final deployment of those processes throughout the Census Bureau Data Center and Help Desk.
The main goal was to achieve a marked customer satisfaction improvement simultaneously with a reduction in operating costs by means of a marked process improvement.

Manager

Confidential

Responsibilities:

Key leader responsible for the census CIRT Support Center project, which encompassed the design and operation of a Confidential incident tracking system used during the National 2010 Census and subsequent follow-up tasks.
Responsible for the Confidential (Help Desk) provision to all users through the country and in Puerto Rico, including the management and tracking all Incidents related to all platforms used to collect personal census information (i.e. laptops, Blackberries, PDA’s, etc.)

Director

Confidential

Responsibilities:

Directed a team of highly qualified Engineers (24x7x365 technical support teams) including managers and team leads in the United States and overseas in the EMEA and APAC regions while working with all departments to obtain consensus in the implementation of new business processes aimed at the improvement of customer satisfaction.

Manager

Confidential

Responsibilities:

Successfully managed the implementation of IT Infrastructure Library (ITIL) best practices processes throughout the entire IT department while overseeing the performance of the Help Desk, approximately 40 people, by the extensive use of metrics and the subsequent application of Quality Control and Quality Assurance standards.

Independent Consultant

Confidential

Responsibilities:

Provided IT support to different companies in the fields of Confidential, infrastructure design and deployment, and IT security.
Collaborated in the design and deployment of the new, web-based, real estate multiple listing systems used by more than 20,000 realtors and associated professionals throughout the Washington metropolitan area.
Effectively supported more than 10,000 employees in five hospitals and more than 10 health care facilities.

Senior Manager

Confidential

Responsibilities:

Successfully managed one local and five overseas Service Desk and Regional Confidential offices serving more than 2,000 customers located in 200 offices worldwide. I was also responsible for four data centers operating more than 150 servers and their related LAN / WAN infrastructure.

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