IT Operations Manager Resume Bloomingdale, Illinois - Hire IT People

Executive Summary

IT Service management professional with history of achieving cost savings and enhancing system functionality. Track record of tackling and resolving complex business and technical problems. Strong leader with demonstrated ability to work with individuals at all levels and in all functional areas. Experience in managing full project life cycle from requirement gathering to final implementation and customer training. Passion to provide innovative business solutions.

Areas of Expertise:

ITIL Methodology
Project Management
Service desk
Incident/Problem/Change management
Implementing Policies and Procedures
Escalations/Troubleshooting/Resolutions
End-user Support
Resource Management
Partnering with Stakeholders

Technical Competencies:

Methodologies: ITIL, Project Management
Platforms: Windows 2000, 2003 Server, Windows XP (professional/home), Citrix ICA, MS Exchange 2000
Hardware: Cisco Routers/Switches (6509, 4000,2500), HP, IBM, Dell, Multifunction Devices, Nortel/Meredian VoIP phones, Blackberries
Software: MS Office, Notes, Outlook, Citrix, Symantec, PC Anywhere, Sniffer, Tivoli, Remedy, SMS
Networking: TCP/IP, DNS, DHCP, EIGRP, BGP, VoIP, VPN

Selected Career Highlights:

Spearheaded Control Desk implementation for the first time in a Service desk environment to expedite priority and high impact calls. Alleviating hold and transfer times and increasing the customer satisfaction scores to exceed expectations. Transitioned an outsourced account into a fully functional service desk. Documented workflow to successfully manage incident and problem management processes. Developed technical severity level schematics for problem management and reporting. Established technical support problem management practices for call handling.

Developed and delivered soft skills training to support staff to improve customer satisfaction levels.As a result of this training customer satisfaction reports showed an increase in customer satisfaction by 12%.

Improved Knowledgebase results to agent queries by consulting with technical teams and training the technical document writers to use advances search criteria in writing documents. This resulted in reduction on agent time spent searching for right solutions and an increase in customer satisfaction.

PROFESSIONAL EXPERIENCE

Confidential,Bloomingdale, Illinois April, 2010 Current
IT Operations Manager
Managing Global IT Service Desk that provides phone and remote support in North America and offshore offices.

Transitioning Help Desk into an ITIL process oriented Service Desk.
Planning, Analyzing, and Designing phases for implementing IT Service Management.
Managing staff and providing training to deliver pleasant customer service and first call resolution.

Confidential, Ontario, Canada
Senior Support Analyst (Contract) Oct. 2003 Nov. 2008
Fast track career advancement due to exceptional contribution towards the success of new agent training program development, control desk implementation and migration of outsourced account to a fully operational service desk. Held several progressive positions within IBM.

Measured and reported on Critical Success Factors and Key Performance Indicators for the Incident, Problem and Change Management processes
Lead teams to analyzed problems and acted as direct liaison between management and IT support teams (Level 1 - Level 3). Obtained missing information to provide efficient and permanent resolutions
Maintained, documented and improved the change process through effective change; issuing Root Cause Analysis and Post Implementation Review sessions
Provided timely, accurate and complete guidance to process owners to facilitate tactical and strategic decision making

EDUCATION:Confidential

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