SUMMARY:

• Strong Service Desk and IT Operations Management experience including ITIL methodologies, principles, and associated standards.
• Analyzation and Process Improvement expertise. (CPI)
• Create and implement ITIL based KPIs and SLAs.
• Create and maintained OLAs to help ensure that our goals are met or exceeded.
• Lead Incident, Request and Problem Management Efforts.
• Disaster Recovery: Design, Implement and Execute.
• Outage Recovery: Design, Implement and Execute.
• Strong ITIL V3 knowledge and implementation.
• Lead PRB and CAB Management Teams.
• Proven ability to improve team performance in the areas of production, quality and customer service.
• Wired and wireless solutions.
• LAN/WAN, routers, and switches. Install, test, troubleshoot, and repair.
• Cisco VPN and SSL VPN using Citrix ICA client solutions.
• SOX and SAS70 compliance.
• Project Management using FASTER project management methodology - Achieved Level Gold.
• Call tracking solutions: Altiris - Heat - BMC Remedy - DP Umbrella - Quintus - SalesForce, TrackIt and Service Now.

PROFESSIONAL EXPERIENCE:

Confidential

Manager Service Desk and Desktop Support

Responsibilities:

• Service Delivery Manager for all IT groups.
• Analyze all current processes an implement change where needed to the environment.
• Created Change Management Processes for the company including CRB and manage all CAB meetings and reports.
• Implemented Incident, Problem Management.
• Created Root-Cause Analysis reports including time lined chain of events, solution and preventative action plans.
• Manage Post Mortem Meetings for all Stake holders.
• Focus is to bring the Bank IT up to ITIL Standards:
• Upgrade to new ITSM call tracking tool.
• Created agreed upon SLAs, OLAs, KPIs and easy to view dashboards.
• Created new processes and procedures for all groups.
• Created easy to view dashboards.
• Created full KB containing solutions for Technicians as well as End Users thus lowering the number of tickets into the Service Desk.
• Created Individual Performance Monitoring System for the team to ensure we’re constantly improving service to our customers.
• Created the entire Change Management Processes. CAB and CRB.
• Created process driven tasks for all teams to ensure we’re meeting our objectives and everyone is performing tasks in the most efficient way possible.

Confidential

Service Delivery Manager

Responsibilities:

• Perform in-depth analysis of all operation areas and provide needed Improvements across the board.
• Responsible for providing end to end managed services for the following teams:
• Service Desk, Desktop Support, Citrix, Messaging, Hardware Depot, Asset Management, CDM (Images, SCCM & SAP).
• Ensure all SLA and KPIs are met.
• Completely updated the KB.
• Create and present metric related reports and presentations.
• Change Manager - End to end Change processes.
• Continuous Process Improvement.
• Created SOW for our upcoming contract.

Confidential, Austin, TX

Global Service Desk Operations Manager/ITSM Analysis

Responsibilities:

• As SDM I managed all Service Delivery and Global Service Desk Operations for Applied Materials Company.
• Acted as single point of contact for all IT teams supported by Confidential for Applied Materials.
• Actively involved with Strategy, Design, Transition and Operations.
• I created and implemented ITIL based KPI’s and SLAs and ensured they were met or exceeded.
• Worked closely with all the other support groups to create OLAs to ensure all teams provided the very best support experience possible to our clients.
• Headed the Problem Review Board (PRB) 24X7 Including: Problem Recognition, Launching of Problem Processes, created and managed our SEV 1 Situation Management Bridge with all needed IT Solution Teams
• Created and reviewed RCAs with Executive Management. RCAs included a timeline chain of events, findings and solutions and most importantly a preventative action plan.
• Created and ran queries from Remedy and Service Now call tracking systems importing the raw data into Excel and using filters, pivot tables etc. I created needed graphs to track our SLAs and KPIs to ensure we were meeting and exceeding our goals every Month.
• Provided quicker turnaround times and cost savings for the Client.
• Created training programs and a SharePoint site where all training is now recorded and shared with all teams worldwide. This allows support managers to provide team training during times of lower workloads and the trainers only have to perform one recorded training session instead of multiple sessions worldwide.
• Created ITIL based IPMS (Individual Performance Monitoring System) to monitor individual team member performance in the areas of production, quality and customer service. It also measures how well management teams are doing providing their teams with proper training and tools needed to provide the very best support possible.
• Lead weekly Executive Change Management meetings.
• Responsible for all teams to be SOX compliant.
• Created Disaster Recovery Processes for service desks worldwide.
• Created Outage Recovery Failover Processed for all support teams.

Confidential, Plano, TX

Sr. Service Delivery Manager

Responsibilities:

• ITIL Process Analysis.
• Handle all incident, problem and continuous improvement escalations.
• Incident Management - Created and Implemented our incident lifecycle.
• Problem Management - Lead 24x7 Severity 1 Situation Manager Bridge for each SEV1 incident in my area to ensure all the right team players were involved for a speedy problem resolution.
• Created a very detailed Root Cause Analysis for each problem and presented it to upper Management for review and buy off.
• Significantly increased customer’s satisfaction which helped us obtain a new 5 year, 254 million dollar, contract.
• Manage daily customer service surveys and report to team managers where improvement is needed.
• Met with all support teams to create, implement and update OLAs
• Create metrics for incidents, requests and tasks to ensure we are meeting all agreed upon SLAs and KPIs.
• Member of Confidential ’s Technical Change Management Review Board and lead meetings with all Confidential IT teams prior to making any changes.
• Member of Confidential ’s Problem Review Board and held weekly meetings to review all RCAs before presenting them to the client.
• Designed our Outage and DR Plans for the Service Desks and Desktop Support teams. I also ensured that our Datacenter had acceptable redundancy using both Texas and California locations.
• Create Metrics and Dashboards for the SDM teams to ensure all Service Managers are helping to improve the overall support experience for their clients.

Confidential, Dallas, TX

MIS Service Desk Manager

Responsibilities:

• Involved in building and managing Pension’s Service Desk and IT Operations teams.
• Managed Application Support for Penson’s core applications and created job title based profiles which enabled us to ensure each employee had access to only those applications needed to perform their daily tasks.
• Introduced ITIL to the company.
• Created Problem Management, Incident Management, Service Management, Change, Configuration Management and Asset Management process models for all IT support teams.
• Implemented a new Altiris call tracking system.
• Implemented a new Avaya ACD System.
• Using ITIL best practices I created an individual performance monitoring system which enables me to measure team performance in the areas of productivity, quality of work and customer service while constantly raising the bar.
• Increased overall user experience and customer satisfaction by 33%.
• Created a new knowledge base which helped us increased our first call resolution rate from 8% to 57%.
• Increased the Service Desk’s ability to resolve all incidents from 12% to 73%.
• Designed our latest DR plans to meet FINRA requirements.
• Helped to design employee life cycle process using Global 360 in conjunction with Altiris call tracking system to ensure SAS70 and SOX audits were constantly met.
• Per ITIL and industry standards I created and implemented SLAs for all the support teams in the company and monitored performance for all IT departments.

Confidential, Plano, TX

Vice President

Responsibilities:

• System support operations for Countrywide’s premiere data center in Plano, Texas. Site support included Hardware and Software support for all users PCs, Branch Servers, Printers and Network Connectivity via phone using remote access solutions.
• Oversaw day-to-day operations of Countrywide corporation’s Wholesale Lending, Consumer Markets, Full Spectrum Lending, and Correspondent Lending divisions across the country including 1500 plus branches and 43,000 plus users.
• Locally and remotely managed and mentored a support team of 80+ technicians, supervisors, managers and AVPs nationwide.
• Support related duties included troubleshooting, applications, workstations, servers, printers, LAN/WAN/Routers/Switches issues, 24 hour 7 day a week emergency on site support and disaster recovery.
• Provided on-site and remote support for all software upgrade projects.
• Hardware projects included over 200 upgrade projects ranging from branch expansions, relocations, new branch openings, server upgrades, and branch conversions. Also involved in planning and implementing many major hardware upgrade projects, including upgrading over 1500+ branch locations nationwide with new hardware and software technology. All upgrades were done outside normal business hours with no interruption to daily business operations and 1.3 million under budget.
• Worked on several ITIL based managerial projects, including special project to monitor team performance for the help desk and desktop support teams.
• Created OLAs and SLAs for all focus areas.
• Developed new ways to improve team performance and enhance their quality of work while maximizing cost savings.
• Developed, implemented and executed large scale Disaster Recovery plans for all branch locations nationwide including a satellite mobile recovery solution using a Citrix thin client solution. Our DR action plans were successfully implemented during natural disasters such as hurricane evacuations.
• Managed the CWBC web site support team for the Wholesale Lending division’s multibillion dollar per month loan origination web site. Developed staffing models, and technical support processes and procedures.

Confidential, Woodland Hills, CA

Service Desk Senior Technician

Responsibilities:

• Provided detailed phone support on a wide range of computer hardware products including floppy drives, hard drives, memory, tape backups, video and TV cards, modems, scanners, sound cards, internal and external CD-ROM devices and entire Multi-media kits. Walked users through complete multi-media hardware installations and configurations.
• Worked as the senior trainer and mentor for all junior level technicians.
• Designed, implemented and ran Reveal’s (900) Silver Service Line, which was the escalation hot line for technical support issues.