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It Testing Manager Resume

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SUMMARY

Experienced IT operations professional with 18+ years in IT management, a consistent history of improving operational measures, and delivering significant profitability and cost savings. Proven ability to communicate effectively with all levels of customers and associates from administrative support to high-level management. Knowledgeable of computer systems, support and configuration. Solid project management knowledge and ITIL knowledge.

PROFESSIONAL EXPERIENCE

Confidential,Louisville, KY 2007-2009 IT Testing Manager

Managed a group of IT testing analysts supporting the software testing certification process for prepaid electronic payment card systems. Improved the project completion time from 6-8 weeks down to 2-3 weeks by managing the workload very closely. Also enhanced the image of the department by presenting the goals and responsibilities of the team to various other groups who depended on our services.

  • Assigned and prioritized projects
  • Led test analysts through proper use of internal processes and documentation of test cases and certification plans
  • Maintained frequent interaction with project managers and client services account managers to monitor workload and effectively prioritize projects
    • Confidential,Kansas City, MO 1996-2007 Systems Administration Supervisor 2003-2007

    Managed a group of UNIX system administrators supporting the Sun Unix mid-range data center computing environment in an ITIL based infrastructure. Improved average mean time to repair for all incident requests from over 20 hours to less than 8 hours for non critical issues.

  • Ensured that business critical data center systems were online and optimally utilized
  • Worked with HP Service Center call tracking system for incident, change, problem and configuration management as well as managing project activities
  • Coordinated with engineering group on the build-out and implementation of all new Sun Unix mid-range solutions

    • Desktop Operations Manager 1999-2003
    Helped save the company over $2 million in outsourcing costs by bringing the PC repair function in house.

  • Negotiated and selected an outsourcing vendor to provide weekend move sequencing plan support
  • Developed and managed a team to provide desktop and project management support for campus inhabitants
    • Service Operations Manager 1997-1999

    Proposed a change in management structure to more efficiently manage individual support types, which lead to improved response time and turnaround time for trouble tickets.

  • Managed 25+ people providing support functions for the following areas: PC desktop support, Windows and Banyan Server support, Network/Data Transport support (routers/switches/wiring etc), telephone/PBX support and technology project management
    • Help Desk Support Manager 1996-1997

    Introduced a comprehensive training plan for the call center analysts, which involved Tier 2 groups providing advanced technical training on a monthly basis. This resulted in a 70% reduction on repeat calls.

  • Managed Intel and Macintosh software support group of 30+ people in a phone support center
  • Responsible for the administration of various e-mail systems
    • Confidential,Lenexa, KS 1986-1996 Branch Desktop Services Manager 1992-1996

    Responsible for all IT services, operations and personnel ranging from inventory/operations coordinators to entry level/high level technical support engineers. Consistently maintained a services profitability level within the top 10% of all 50 service centers throughout the U.S.

  • Hired, fired and evaluated performance
  • Involved in sales calls and contract negotiations
  • Grew team from 20 to 60 people
    • Desktop Services Manager 1991-1992

    Instituted a customer satisfaction survey process for all full time on site personnel, which lead to a 20% improvement in customer satisfaction over a 2 year period.

  • Assisted branch services manager with projects and planning strategies
  • Managed all on-site and in house service repairs
  • Managed and controlled service parts procurement, usage and stocking levels via the AS/400 inventory tracking system
    • Desktop Services Supervisor 1990-1991

    Customized the new PC build out procedures, leading to a 4 day improvement in shipment dates.

  • Responsible for all IT field service tracking and scheduling
  • Performed systems configurations and repairs during peak workload periods, and assisted customers with systems configuration recommendations.
    • Desktop Technical Support Representative 1986-1990

    Provided service and support for all desktop equipment and software sold by the company. Consulted with clients and made recommendations for appropriate systems purchases.

    PROFESSIONAL DEVELOPMENT

    Attended various Novell, Microsoft and Cisco technical support seminars
    Received Entex and Sprint business management, Total Quality Management, and human improvement courses
    Attended Darden Graduate School of Business, University of Virginia “Managing Individual and Organizational Change” course
    Attended ITIL management course, led by Pink Elephant

    EDUCATION

    Bachelor of Arts in Business Administration
    Electronics Technician Diploma

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