SUMMARY:

• A visionary IT leader with a track record for defining, building and optimizing best - in-class IT services and operations. A Reputation for defining service and enterprise technology strategies that reduce costs, improve efficiencies, support organizational goals, and maximize the technology investment. Highly valued strategic partner at all management levels.
• Detail-oriented multi-tasker, with strong organizational abilities
• A committed team player, with a proven ability to meet and exceed set goals and deadlines
• Excellent time management skills
• Solid track record of effective leadership including change management, talent development and mentoring,
• Strong focus and follow-through abilities, with a track record of efficiency and productivity
• Exceptional ability to break complex problems down into simpler forms, enabling others to effectively contribute to their resolution/execution
• Strong influencing and decision-making skills
• Takes ownership, and sees issues/projects through to completion/resolution
• Strong interpersonal skills and the ability to establish good business relationships
• Experience in End User escalations and VIP support
• Experienced in all aspects of project planning, execution, and control for commercial, government, and healthcare accounts
• Over 15 years in an IT leadership role, with concentration in End User Support and Satisfaction
• Ability to attract and lead top IT talent, inspire excellence, create and support team cultures based on performance and innovation
• Continuous Process Improvement Leader that has championed annual cost saving projects, utilizing the Six Sigma principals
• Offer 19+ years of overall IT Services and Support experience
• Ability to drive difficult decisions
• Supporting end users ranging from 10 to 3400 end users in US and Canada
• Accustom to large scale IT projects including but not limited to the following:

TECHNICAL SKILLS:

O/S: Windows XP, Windows 7 Enterprise

Tools: MS Office 365, BMC Remedy Helpdesk Tracking Software, Lotus Notes, Peregrine Change and Trouble Ticket Tracking Software, Altiris Software Portal and Asset Management, MSVLC, MS Visio, MS Project, SharePoint, CA UniCenter, AT&T Account Management, Hardware and Software Asset Management, Vendor Management, Cloud Migration Strategy and Implementation, Infrastructure Security, IT Telecommunications Management.

PROFESSIONAL EXPERIENCE:

Confidential, Irving, TX

User Services IT Manager

Responsibilities:

• A $4.5 billion publicly-traded manufacturer of engineered and industrial pumps, seals and valves with 16,500 employees in over 50 countries.
• Oversee all services related to IT Service Desk and Desk Side Support by 3rd Party Vendor (Unisys)
• Oversee data center, distributed server, file and print, O365, Oracle, and all other projects and services that impact end users.
• Develop Disaster and Recovery strategy and plan, t recover key resources and infrastructure in case of fault.
• Served as a key contributor on the Office 365/Lotus Notes On-Premise to Cloud Migration
• Assist in maintaining and/or reducing operational expenses. Continuous improvement to work Lean.
• Ensure that end users are receiving appropriate and timely assistance.
• Oversee critical incident and problem incidents to resolution.
• Manage all procedures related to identification, prioritization and resolution of incidents
• Monitor, track and coordinate all Service Desk functions
• Own escalation problem resolution
• Single point of contact for end user escalations in North America
• Provide “White Glove” support for C-level executives in North America
• Support 3400 End Users in North America (US & Canada)
• Develop Service Level Agreements to establish problem resolution expectations and timeframes
• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected
• Procurement and Asset Management for North America region, to include contract negotiations
• Create and Manage RFP process for vendor selection for: support resources, physical computer assets, and contracted off-shore resources.
• Analyze performance of Service Desk activities and documented resolutions.
• Plan and conduct on-going performance assessments of vendor provided services and staff
• Overall vendor relationship management, of service vendor, resource vendor, network, and equipment vendors. (Orange, Dell, Unisys, and various recruiting firms for contract resources)
• Manage MVLSC (Microsoft Volume Licensing Service Center) to ensure that enterprise licenses are compliant.
• Manage teleco/data network operations infrastructure, to include Cisco routers, switches, hubs, and VOIP equipment, managed by third-party vendor (Orange)
• Monitor incident trends, and facilitate changes.
• Track and report SLA metrics to key stakeholders (resolvers, the business, and senior IT management)
• Manage OIM/Password Access Management Global application team for overall performance and support.
• Member of IT Infrastructure and Security CAB, responsible for quick remediation of security threats, alerts, and vulnerabilities within the IT infrastructure space.
• Responsible for SOX compliance for OIM and Oracle Account administration processes.

Confidential, Dallas, TX

Project Manager

• A privately held organization founded in 2006, with a company size of 201-500 employees. Confidential is a Symantec Platinum Partner offering custom IT solutions in cloud, endpoint management, mobility, and security, while enabling our customers with professional IT consulting, managed services and IT staffing.
• Coordinate IT and IT related facilities (to include new construction) clinical projects
• Manage projects using PMBOK Project Management Methodologies through the Initiation, Planning, Executing, Controlling, and Closure phases
• Gather Requirements
• Financial Management of project budget
• Use project management tools such as: HP Project and Portfolio Management Center, and MS Project
• Adherence to and knowledge of HIPAA regulations for Data Security, Data Encryption, and Privacy (HIPAAS Certificate of Completion received)
• Project Status reporting to all levels of the organization
• Coordinate training with end users (if necessary)
• Vendor Management

Confidential, Atlanta, GA

North American IT Service Delivery Manager

• Confidential is a publicly-traded company, with operations in 132 countries. A global leader in the field of dermatology.
• Manage global help desk resources by setting common service delivery, communication and escalation procedures
• Design and enforce request handling and escalation policies and procedures
• Responsible for desktop support to business
• Establish and enforce service level agreements in consultation with end users to establish problem resolution expectations and timeframes
• Analyze performance of team activities and documented solutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems or repeat issues
• Track and analyze trends in Help Desk requests and generate statistical reports
• Ensure that effective communication and problem management occurs at and between all support tiers
• Prepare budget proposals for help desk improvements
• Conduct research on emerging products, services, protocols, and standards in support of the Service Desk and Business Unit, to ensure synergy and efficient budgeting
• Liaison with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues
• Manage targeted communications in the event of a service outage
• Oversee the development, implementation, and administration of staff training procedures and policies as well as provide training, coaching and mentoring
• Manage support partners in the provision of contracted resources
• Responsible for Incident Management tool maintenance, licensing and optimization
• Monitoring of Service quality through periodic review of customer satisfaction via survey feedback
• Track and report SLA metrics to key stakeholders (resolvers, the business, and senior IT management)

Confidential, Atlanta, GA

Regional IT Operations Manager

• A 15.8 billion privately-held organization in building materials employs 65,000 people in 64 countries. Top-ranking in cement, aggregates and concrete businesses.
• Provide ownership of implementation efforts for Eastern United States regional employees
• Function as an escalation and communication point for cases requiring management involvement
• Responsible for ensuring standards are followed, training is adequate, and technology developed sufficiently
• Monitor quality of service to ensure customer satisfaction
• Manage global help desk for regional service delivery
• Oversee the development, implementation, and administration of staff training procedures and policies as well as provide training, coaching, and mentoring
• Conduct real-time monitoring of technicians to monitor productivity, and conformity to company policies
• Vendor Management (Unisys and Dell)
• Own equipment selection process, as well as RFP and RFQ process for vendors.
• Own overall operational processes and ensures they are followed, to include change management and change validation
• Member/Facilitator of Infrastructure Change Advisory Board - track, plan, and manage associated changes
• Measure and report help desk statistics to Senior Management
• Conduct long-term strategic planning for Operational services
• Monitor and ensure that Service Level Agreements are in place and are being met
• Measure performance against SLAs and implementations by publishing KPIs and polling for satisfaction
• Track and report SLA metric to key stakeholders (resolvers, the business, and senior IT management)

Confidential, Atlanta, GA

Infrastructure Project Manager

• Set and manage project expectations. Provide constant feedback and project evaluations to ensure project maintains within budgetary constraints
• Requirements gathering from project sponsor and/or stakeholders
• Project resource management
• Manage projects with the PMBOK methodologies
• Track project resources and labor hours via NIKU

Confidential, Norcross, GA

Program Manager

• Manage 32 member staff, to include: Infrastructure Support Technicians, Application Specialist, Help Desk Technicians, Documentum Specialist, Web Developers, and Database Developers
• Regional Help Desk implementation and Service Level Agreement development
• Report monthly and quarterly SLA metrics to GSA CIO for; calls per technician; project status; resolution in SLAs per Severity and Priority levels.
• Monitor and resolve escalations that are entered online via chat or web based self-serve site.
• Responsible for the creation and implementation of the GSA Southeast Region (Sunbelt) Disaster Recovery initiative during recovery efforts for Hurricane Katrina.
• Conduct employee performance reviews
• Create and maintain training and development for staff, to ensure skill-sets accommodate customer needs
• Maintain staff expenses
• Manage annual departmental budget, to include employee salary, training, etc.
• Maintain $3.2M government budget
• Set and manage project expectations. Provide constant feedback and project evaluations, to ensure project maintains within budgetary constraints
• Assess possible risks to successful project completion, Perform root cause analysis on obstacles that cause project delays.
• Responsible for Help Desk activities, Asset Management, and to prepare daily and monthly progress reports concerning overall team activities and deliverables.