Problem Process Manager Resume Raritan, NJ - Hire IT People

SUMMARY:

I am an IT Service Delivery Manager specializing in Business Relationship Management and End User Support. I am seeking an opportunity where I can ensure and improve the quality of service delivered to the customer.

STRENGTHS:

Client Retention Process Improvements Relationship Management Project Management

COMPUTER SKILLS AND AREAS OF EXPERTISE:

Microsoft Word, Excel, PowerPoint and Outlook: IT Service & Infrastructure Management Business Planning Business Continuity Disaster Recovery Project Management Strategic Planning Relationship Management Contract & Negotiations Vendor Relations Customer Service & Retention Team Leadership & Development Report Tracking Budget Control & Forecasting Cost Reduction Root Cause Analysis Performance Improvements Process Improvements Data Center Management Escalated Issue Resolution Six Sigma Green Belt

PROFESSIONAL EXPERIENCE:

Confidential, Raritan, NJ

Problem Process Manager

Responsibilities:

Managed the life cycle of all major incidents and problems within the IT Shared Services organization.
Ensured that problems tracked were analyzed and investigated for their root cause.
Interfaced with technical resources, Incident Management, Technical Operations, Engineering and QA.
Created monthly metric reports and identified trends to prevent the recurrence of incidents.
Maintained SOP’s, work instructions and training material to improve employee productivity, service quality and to ensure compliance with audit requirements.
Improved the quality and completeness of problem investigations through the development and implementation of a closure process. This process was rolled out globally to all Problem Managers within each technology group.
Developed training materials that provided problem managers the different techniques available to them to help them reduced time to identify root cause

Service Delivery Manager

Confidential

Responsibilities:

Managed the relationship with key stakeholders and collaborated on operational IT services for multiple sites in NJ/PA area.
Single point of contact for all local service delivery issues and requests .
Partnered with IT colleagues and vendors as appropriate to ensure IT services met End User needs.
Coordinated and managed IT Projects which included Network and Server upgrades, PC hardware and software deployments, Service Request Management tool upgrades and deployments, Print Services migrations and office relocations.
Developed and tested disaster recovery plans for business critical applications for supported business units.
Managed infrastructure budget of $8MM and realized 5% savings through process improvements and server consolidations.
Earned “ Confidential ” for co - developing support model for Confidential inspections and audits that reduced setup time of infrastructure components by 50%, mitigated technical risks, and improved customer satisfaction with business partners
Improved end-user site communications for Planned and Unplanned Service outages through the use of mapping tools and communication templates.
Successfully transitioned new operating company into the IT Shared Services model which involved the integration of Desktop Management Services, Deskside Support and Outlook Exchange migration.
Coordinated training and assisted in preparation of Table-Top Exercise (TTE), resulting in favorable score of 4.2 out of 5.0 rating

Confidential, Titusville, NJ

Operations Analyst/Lead Operator/Data Center Manager

Responsibilities:

Managed a multi-platform datacenter with a budget of $2MM and maintained vendor contracts in compliance with Confidential .
Supervised daily activities of 5 staff members. Performed system administration functions, i.e. performance analysis and capacity planning; developed and maintained operational documentation; and assisted in implementation of new applications into production environment
Developed and implemented SOPs for Data Center environment, improving overall productivity and efficiency in the production control environment that supported the Business and Manufacturing functions.
Implemented automation tools such as Help System’s Robot/Console, Robot/Alert, Robot/Network, Robot/Save, and Robot Scheduler, significantly improving response and resolution time by 80% for the production control environment.
Led $2MM Data Center Expansion project that included design of new floor plan and command center. Coordinated activities with building contractors, electricians, and equipment vendors, and the activites for the installation and testing of a new Confidential .

We provide IT Staff Augmentation Services!

Problem Process Manager Resume

Raritan, NJ

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship