Director of Managed Services Resume Scottsdale, AZ - Hire IT People

SUMMARY

Dynamic and results - oriented subject matter expert in ERP & Databases technologies.
Driven by data analysis and reporting, having worked directly with 100+ customers on a variety of engagements, including 20 ERP implementations.
Excellent leaderships skills with a strong ability to resolve complex issues.
Generates enthusiasm and momentum by prioritizing activities with a sense of urgency without neglecting lower priority tasks, and continuously growing knowledge through research and experience.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential, Scottsdale, AZ

Director of Managed Services

Responsibilities:

Led team of +50 FTEs and contractors located globally; mentored individuals to become leaders.
Developed +20 KPI metrics to drive cost effective savings, efficiencies and business value.
Improved teams TTR success rates from 93% to 98% along with driving overall Managed Services TTR success rates from 80% to 95%.
Implemented strategic reorganization of teams to implement $800k annual cost savings utilizing analytical data.
Implemented initiative to move lower skilled tasks to lower cost staff freeing up $325k annual of labor cost to perform higher skilled activities which had a direct result of higher customer satisfaction and service delivery.
Led teams to evolve process and procedures to drive high quality service and increase efficiencies utilizing Continuous Service Improvement process

Manager of Managed Services

Confidential

Responsibilities:

Led teams in continuous improvement process and best practices procedures to drive high quality service and increase efficiencies.
Led by example and fostering individuals to develop in 3 key professional areas: Technology, Soft Skills, and Leadership.
Achieved 80% retention rate with individuals hired into an apprentice program, and each individual receiving at least one promotion.

Manager of Managed Services

Confidential

Responsibilities:

Led team to evolve process and procedures along with cross training in support of different technologies, including Microsoft Dynamics AX environments and Baan Tools.
Developed entry level training program to develop and retain staff.
Developed numerous KPI metrics to drive cost savings and efficiencies.
Implemented technical project standards to drive customer satisfaction to 100% and reduce project implementation times by 25%

Sr. Applications Administrator

Confidential

Responsibilities:

Provided senior level support and leadership in designing solutions and services to our Baan and Microsoft Dynamics AX customers.
Performed data analysis to help identify opportunities for improvement and capacity planning.
Implemented technical standards and root cause of issues that reduced the number of on-call incidents and reduce maintenance hours by 75%