SUMMARY:

Hardware/Network ~ IT Management ~ Customer ServiceA company - and people-focused Information Technology professional with more than thirty years of hardware and network support services experience for Fortune 500 clients and customers. Recognized for planning, developing, and implementing state-of-the-art solutions to support client development and satisfaction. A hands-on manager adept at consensus building, teamwork, and problem resolution. Talented people manager committed to active listening, leading by example, transparency, and providing training or mentoring opportunities. Committed, with a positive service attitude.

TECHNICAL SKILLS:

• ITSM
• LAN/WAN Architecture; MS Office Suite; CompTIA A+
• Servers
• Desktops
• Laptops (IBM
• HP
• Dell
• Apple
• Toshiba); Printers (HP
• Apple
• Epson
• Tektronix); Remedy
• ServiceNow
• Astea
• Disaster Recovery
• OS Tuning
• Service Integration
• Routers
• File Systems
• Data Centers
• Data hosting solutions
• Knowledge of the ITIL Process. CSAT Investigations
• 7 Habits of Highly Effective People
• EUC Support and Asset Management

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

Service Delivery Manager

Responsibilities:

• Working with ServiceNow we dispatch the dedicated and field technicians to the various customer EUC sites, I also ran SLA and utilization reports from ServiceNow.
• Responsible for all employee training
• Responsible for all payroll and expense approval.
• Handle all customer escalations and CSAT investigations
• Involved with all functions of the transactions of Stewarts outsourcing of their IT department over to Confidential .
• Worked with the Project and Transaction teams to write the contract and set the SLA

Confidential, Forney, TX

IT Service Manager

Responsibilities:

• Managed all Dealer SLA and held weekly customer update meetings.
• Assist in the sales of service contracts.
• Trained end users in the operation of equipment and software and EUC Support.

Confidential, Jacksonville, FL

Service Delivery Manager

Responsibilities:

• Communicated changes in assignments and schedules to employees and customers; serviced audits and reported Service Level Agreement (SLA) matrix information as required by the contract; never breached and satisfied the 99% SLA requirement; prepared reports and various contract and billing documents.
• Utilized highly intuitive reasoning skills in situations requiring immediate decisions and proper corresponding actions; gave productive input and actively participated in departmental, companywide, and executive meetings.
• Participated in planning and requirements analysis; provided direction and worked closely with Jacksonville’s Service Partner Manager to ensure performance, compliance, and adaptability changes to the customers’ business needs.
• Built and maintained positive customer relations by delivering projects on time and within scope of budgets (Service Integration); managed key IT projects and strategically planned IT with customers and employees through systems analyses, requirements development, systems integration, and other various support projects.

Confidential, Jacksonville, Florida

Regional Service Delivery Manager

Responsibilities:

• Reduced incidents and fix times to meet client service level agreements and eliminate interruption of service; organized capacity planning, resource allocation, and budget for new implementations and upgrades for external and internal clients; led a technician team that provided hardware support and repair for back-office operation systems.
• Provided monthly performance reports on desktop technicians that identified average calls per day, quality of work completed, and number of billable hours; received (TSA) airport security clearance for British Airways.
• Presented monthly and quarterly reporting to upper management that detailed the regions’ P&L, approved technician overtime, technician expenses, and customer feedback on Siemens dedicated support staff.
• Championed disaster recovery plan to support regional clients affected by hurricane season; fail-over data center site in a weather-stable location, generators installed and business continuity plan implemented for power outage.
• Service Integration, assembled and managed a team responsible for building and configuring PCs at client’s site; team included both dedicated on-site technicians and field technicians; also managed a team responsible for providing tape rotations for data center.
• Performed weekly Technician TRACE reviews (Ride along) to improve technician performance and provide feedback.

Confidential, Grand Prairie, Texas

Network Engineer

Responsibilities:

• Provided technical support services for hardware and software sites sustaining 300 users; on-site and off-site/remote facilities for Siemens Energy & Automation nationwide, an operating company.
• Performed management tasks across Windows, Active Directory, UNIX, and Linux platforms including account management, permission management, and ad hoc reporting.
• Ensured technologies, mechanisms, and processes introduced into the environments were properly administered and supported; analyzed and resolved all requests and issues related to access control and user administrations.
• Controlled data and systems per Siemens’ security policies and procedures, ensuring data integrity.
• Designated resource to install, set up, maintain, and support network infrastructure for Siemens Services solution.
• Collaborated in the design and scope of prospective clients’ network/hardware systems.

Confidential, Dallas, Texas

Regional Service Manager

Responsibilities:

• Accountable for on-site delivery of technical services to Confidential . ; this included all corporate, regional, and branch locations in Dallas, Houston, and San Antonio.
• Compiled and reported daily call activity, productivity, and negative trends to upper management; consulted regularly with key stakeholders to ensure consistent delivery of high-quality services and quick resolution to issues and concerns.
• Monitored service level agreements and corrected out-of-scope work and changes regarding installation or implementation schedules.
• Managed team of 15 technicians and two dispatchers; provided ongoing training to ensure staff delivered technical services that met and exceeded company standards.
• Reviewed, monitored, and revised operating budget to ensure consistent achievement of company guidelines for customer service and profitability.

Confidential, Dallas, Texas

National Dispatch Services Supervisor

Responsibilities:

• Led 20-person team to deliver services on-site to Fortune 500 companies in the Dallas/Fort Worth Metroplex for Microsoft Team comprised of field technicians, inventory control specialists, and dedicated technicians.
• Reviewed and analyzed daily reports regarding utilization and profitability to ensure that technicians met service level agreements with customers; spearheaded issue resolution by monitoring quality of daily operations and client satisfaction.
• Monitored and dispatched calls to field and dedicated technicians, ensuring quality and efficiency.
• Coordinated warranty services and certification training with vendors.

Confidential

Lead/Senior Customer Engineer

Responsibilities:

• Recognized as the company's top specialist for Confidential due to highly effective skills in problem resolution and customer service.
• Provided technical repair and maintenance services for equipment operated by multiple major accounts with team of 5 technicians.
• Troubleshot desktop and network equipment and resolved breakdowns to the component level; identified alternate methods of repair (i.e., component replacements).
• Supervised the installation, configuration, troubleshooting, repair, and upgrading of software and hardware for Confidential .
• Successfully retained contracts by restoring customers' confidence in the company's commitment to quality service.