SUMMARY

• ITIL Certified, MBA seeking challenging IT Service Management position.

PROFESSIONAL EXPERIENCE

Confidential Pittsburgh, PA

ITSM Project Manager

Responsibilities:

• Was brought on board to assist in implementation of all aspects of ITIL and facilitate training to employees on basic ITIL concepts.
• Coordinated development of SLA’s, KPI’s and all ITIL Processes
• Played key role in development of Statement of Work in outsourcing Service Desk and Field Services
• Coordinated efforts in migration of two call tracking systems (REMEDY and CA) into ServiceNow
• Ensured all major milestones are achieved for both outsourcing Service Desk and Field Services as well as implementation of ServiceNow
• Directed and assisted in re - design of Incident Management process to ensure better alignment with ITIL concepts
• Worked with Change Manager to ensure CAB (Change Advisory Board) processes are properly aligned with ITIL principles.

Confidential Duarte, CA

Sr Manager, ITS Client Services

Responsibilities:

• Was brought on board to assist in implementation of all aspects of ITIL and facilitate training to employees on basic ITIL concepts.
• Conduct daily Incident Management Meetings to discuss outstanding tickets with department Management Staff.
• Conduct bi-weekly Change Management meetings to ensure proper Change Management protocol is followed.
• Conduct bi-monthly Problem Management meetings to identify and review ongoing problems based on findings in our Incident meetings
• Work with various ITS Department Managers to improve knowledge of infrastructure including applications, and hardware with the goal of improving First-Call Resolution percentages of the Helpdesk.
• Maintain relationship of Department with various Hospital Project Management Staff and collaborate with them to develop/improve current support structures and procedures.
• Currently serving as application owner of Remedyforce Call Tracking System including but not limited to SQL database tuning, Crystal Report Writing, and responsible for all Administrative functions within the application (Creation of Support Categories, Groups, Users, etc).
• Maintain relationship with multiple Vendor to ensure company is receiving proper level of services as well as licensing management.
• Perform employee performance reviews based on reports that are generated via Call Tracking Software (Crystal Reports/SQL Database).
• Create and Implement Knowledge Base module within call tracking system as well as FAQ site via company intranet.
• Hold weekly staff meetings to discuss Weekly Call Statistics, Training on new and upcoming applications, and discuss all open issues within our call tracking system.
• Successfully implemented Remedyforce ITIL Solution and integrated ITIL processes into the system on time and within budget

Confidential, Los Angeles, CA

IT Client Services Manager

Responsibilities:

• Prepare daily/weekly/monthly statistical reports for upper management and to ensure that my team is meeting stated Company Service Level Agreements.
• Serve as single point of escalation for all HelpDesk Associates.
• Maintain relationship of Department with various Hospital Project Management Staff and collaborate with them to develop/improve current support structures and procedures.
• Promote and instill ITIL practices and ensure that Incident, Change and Service Request Management tickets are handled properly and within stated SLA.
• Maintain optimum staffing levels for efficient 24/7 Coverage to ensure all apects Phone SLA’s are being obtained.
• Perform employee performance reviews based on reports that are generated via Call Tracking Software.
• Hold weekly staff meetings to discuss Weekly Call Statistics, Training on new and upcoming applications, and discuss all open issues within our call tracking system.
• Perform all Security-related duties within Active Directory to maintain network security throughout the company, assuring that each user has department-specific access to the various file shares.
• Responsible for configuration/maintenance of all company PC Images using Symantec Ghosting software.
• Perform Administrative duties in REMEDY Call Tracking (i.e. Adding/Deleting users, Adding Categories/Sub Categories, Compacting Database, Generating HelpDesk Reports via Crystal Reports and SQL backend Database.

Confidential Irvine, CA

IT HelpDesk Manager

Responsibilities:

• Created and implemented Tier I Helpdesk Call Center for newly created IT Best Practices Dept.
• Collaborated with Vice President of Best Practices to successfully create and implement company wide Service Level Agreements and presented to various Business Units within the organization.
• Successfully increased HelpDesk/Desktop Services Team from three to nineteen employees while staying within budget.
• Created interactive Customer Support Web Page for Reverse Mortgage Specialists to communicate issues with various Applications, Hardware, Software issues while working remotely.
• Prepare daily/weekly/monthly statistical reports for upper management my team’s ability to stay within Company Service Level Agreements.
• Maintain vendor relationships for all IT related equipment including printers.
• Act as Hands-on Supervisor providing phone and email support to all Corporate users (Approx users)
• Perform all Security-related duties within Active Directory to maintain network security throughout the company, assuring that each user has department-specific access to the various file shares.
• Successfully implemented/performed company PC upgrade of over 500 PC’s.
• Perform Administrative duties in REMEDY Call Tracking (i.e. Adding/Deleting users, Adding Categories/Sub Categories, Compacting Database, Generating HelpDesk Reports via MS ACCESS)
• Perform employee performance reviews based on reports that are generated via Call Tracking Software.

Confidential, Los Angeles, CA

Help Desk Supervisor

Responsibilities:

• Created and implemented Call Center Performance Matrix for all staff members
• Add/Edit/Remove users and/or groups in Active Directory.
• Perform all Security-related duties within Active Directory to maintain network security throughout the company, assuring that each user has department-specific access to the various file shares.
• Created performance reports directly from Call Tracking System (PEREGRINE) backend SQL Database.
• Perform employee performance reviews based on reports that are generated via Call Tracking Software.
• Perform Administrative duties in PEREGRINE Call Tracking (i.e. Adding/Deleting users, Adding Categories/Sub Categories, Compacting Database, Generating HelpDesk Reports via MS ACCESS)
• Oversee Deployment/Installs of custom/third party company software to new and existing users via Citrix Metaframe neighborhood.
• Support MAC OSX, Windows 98/2000/XP, All Network Printing issues, Various Network File Server issues, Veritas Backup, and all third party Corporate Software packages.
• Strategically delegate issues between department Analysts to ensure that customer satisfaction is met.

Confidential Culver City, CA

IT Client Services Specialist

Responsibilities:

• Assist in distributing call tickets throughout department to other analysts.
• Created and implemented Call Center Performance Matrix for all staff members
• Work with various IT-related Vendors to find products that best meet company needs.
• Oversee Deployment/Installs of custom/third party company software to new and existing users via Citrix Metaframe neighborhood.
• Hold weekly staff meetings to discuss group performance and IT Project Status.
• Conducted weekly Staff meetings to discuss on-going issues/Rollouts, and verification that SLA standards are being fulfilled
• Participated in creating Performance Matrix for employee reviews
• Participated in Analyst scheduling based on HelpDesk call volume/peak times.
• Performed administrative tasks in REMEDY call tracking software and performance reviews based on data driven from Remedy.
• Oversee all installs of various software applications throughout the company.
• Successfully developed and implemented performance matrix that assisted Help Desk Manager in Analyst Performance Evaluations. (can provide created matrix’s upon request)Use various remote access software apps to access user pc’s.

Confidential, CA

Sr. Help Desk Administrator

Responsibilities:

• Perform Administrative duties in Peregrine Service Center (i.e. Adding/Deleting users, Adding Categories/Sub Categories, Compacting Database, Generating HelpDesk Reports via MS ACCESS)
• Successfully developed and implemented performance matrix that assisted Help Desk Manager in Analyst Performance Evaluations. (can provide created matrix’s upon request)
• Supervised and distributed open issues to department analysts via call tracking system.
• Participated in Project Management/Rollout process of Iron Mountain Document Retrieval system.
• Participated in Analyst scheduling based on HelpDesk call volume/peak times.
• Conducted weekly Staff meetings to discuss on-going issues/Rollouts, and verification that SLA standards are being fulfilled
• Fielded up to 30 calls daily, using PEREGRINE call tracking software.
• Provided administration for NT Server housing Peregrine application and SQL database

Confidential Pomona, CA

HelpDesk Supervisor

Responsibilities:

• Assisted in creation and deployment of LAN pc’s.
• Supervised and distributed open issues to department analysts via call tracking system.
• Successfully developed and implemented performance matrix that assisted Help Desk Manager in Analyst Performance Evaluations. (can provide created matrix’s upon request)
• Assisted in installing Windows 2000 Image to all pc’s
• Administrator for Call Tracking Software Peregrine
• Administrator for CRM Software Goldmine.
• Installed and configured STARTEAM software to all pc’s on LAN

Confidential .

Technical Support Engineer

Responsibilities:

• Provided Technical Support for Collaboration/Version Control Software.
• Support approx 500 users, fielding up to 35 calls daily along with Email support
• Support variety of Operating systems: Windows 95/98/2000.
• MS Office support with Outlook and Exchange server.