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6-10 years of experience
Developed and executed a worldwide service center to handle first level calls and build a sustainable model to achieve company growth while improving user satisfaction.
- Increased overall efficiency, enabling the organization to effectively adapt with new demands in technology; as well as improving local IT staff to user ratio from 1:45 to 1:90.
- Led the improvement of consultant productivity through proactive maintenance of laptops and client-site support.
- Spearheaded the deployment of a centralized hotline in North America; consequently being adapted and utilized across 80 offices worldwide.
- Acted as the driving force behind the achievement of the highest satisfaction rate.
- Earned promotion to senior manager (top 3% of Business Services Team); as well as the WW Leadership Award for overseeing a large team through change management.
6-10 years of experience
Implemented and led IT outsourcing contracts, maintained and managed contracted services including applications, network, data center, desktop and helpdesk. Additional responsibilities included customer and vender coordination, budget, additional revenue, asset management, purchasing, and contract negotiations.
- Led technical support team, resulting in 40% improvement in the Service Level Agreement over the 4 years.
- Provided budget support to IT Management, which reduced customer’s costs by 15% annually and increased [company name]’s revenue by 25%.
- Increased revenue (10%) and decreased costs (15%) by improving business processes and implementing project management best practices.
- Project managed the office and Rig build-out in the Gulf of Mexico, Alaska, and drill site locations.
- Planned and implemented the migration / consolidation and move of three datacenters and the new office build-out. Completed project within 90-days, meeting financial and technical deadlines
0-5 years of experience
Managed 21 employees. Member of 3 person senior managers group that was responsible for developing and implementing corporate planning and direction. Reported directly to president. Participated in meetings concerning corporate AR, AP, and other budget issues. Assisted technicians in the repair of computers when needed. PR visits to customers. Functioned as network administrator when full-time administrator was away.
- Service department gross profit increased by 400% in first year as service manager.
- Developed good support procedures.
- Implemented a customer first attitude in the IT services team.
0-5 years of experience
Recruited to manage all associates that provided customer service, including internal helpdesk, external help desk and second level desktop support teams.
- Evaluated As Is processes and determined To Be processes, working with IT associates, CIO and business associates
- Developed and instituted SLAs, consistently receiving 95%+ ratings in all 5 customer satisfaction categories
- Implemented call tracking system, ensuring all calls were effectively routed, real-time stats displayed and phone metrics reported
- Researched, implemented and customized case tracking system, ensuring all incidents tracked, process steps built-in and case metrics reported
0-5 years of experience
Oversee a network of over 2000 faculty and 7000 students across 12 schools with a team of 7 employees.
- Established Asset Management system for all district IT assets.
- Provided ongoing support to student and faculty with the utilization of a central ticketing system.
- Assisted in the architecture for the implementation of the PARCC Assessment. Provided and coordinated PARCC support for students and staff for both field test and live test.
- Experience with educational systems such as Genesis, Schooldude, and MyBigCampus.
0-5 years of experience
Managed IT Services and Operations team in all aspects of support related activities. Coordinated telephone support for 106 retail stores and 4 office locations. Oversaw technical support of eight to ten new store openings and renovations a year.
- Managed team that supported a Windows Active Directory environment to provide services for File/Print, Microsoft Exchange, SAP R3/BW, Oracle, SQL, VMWare, and other applications.
- Drove new out-sourced Help Desk first-call resolution up to 46% in 9 months by tracking performance metrics, monitoring calls and providing direction, resources and documentation as needed.
- Managed contract with professional support company in New York City to provide on-site technicians, increasing timely responses to trouble-calls in Windows and Mac OS environments.
- Performed the role of Technologies Services Manager for global parent company, Nike, and served as a liaison between [company name] and all the Nike affiliates.
0-5 years of experience
Asset Manager responsible for coordination and control of over $5 million in IT equipment. Also handle IT incident management, report design and development, and assisting with creation and deployment of new Configuration Management Database (CMDB) from the ground up.
- Instituted asset-tracking procedure at the company.
- Created asset management and tracking policies to prevent loss and help curtail theft of equipment.
- Facilitated teams to resolve technology related outages that impacted systems company wide.
- Developed and maintain several reports including budget tracking to ensure that department stayed within budget constraints, while leaving purchase order detail easily available for budget consideration in the following year.
0-5 years of experience
Process owner for Problem, Availability, and Change (PAC) Management. Responsible for the creation, development, communication, training and continuous improvement processes and documentation.
- Chaired regular meetings in alignment with the PAC processes including change/emergency change advisory board (CAB) meetings, Critical Incident Report (CIR) meetings, problem management meetings and release meetings.
- Developed risk based approach for processes to minimize business impact for critical applications, which contributed to an increase in key systems availability from 98.0% t0 99.9%.
- Produced, through strong report writing and analysis skills, regular and accurate management reports including metrics for each of the PAC processes.
- Built and maintained trust relationships with technical teams and IT managers to ensure full, relevant, and accurate information is shared to the benefit of all stakeholders.
6-10 years of experience
Manager responsible for delivering global standard and customized IT solutions to the R&D (lab teams) and Emerging Business (IT for Profit) customer segments. This included a large staff of global IT professionals focused in system administration, network design/management, infrastructure transformations, and core IT technologies. Focused on strong business relationships that resulted in moving customers to standard IT solutions and delivery models.
- Consistent financial performance in managing a $14M budget
- Demonstrated leadership for a global delivery organization of 120+ staff
- Strong relationships with business stake holders and peer IT organizations resulting in the right sponsorship for change while minimizing escalations
- Successful track record of global delivery results including standardizing diverse delivery environments for the R&D segment, including many acquisitions
- Leadership for rapid transformational process for new customers to assure they are fully integrated into standard delivery model
0-5 years of experience
- Developed standard policies and practices that aligned with business strategies to decrease costs, and increase technician productivity in the field
- Revitalized the corporate service desk and help desk activities to provide resolution to escalated issues
- Strengthened and maintained relationships with vendors, business partners, and customers in conjunction with corporate leadership
- Organized technical service and Help Desk departments to fully support all customers technology needs
- Led Network Operations Center to ensure 99 % uptime for customers network connectivity
- Tackled the scheduling of technology staff as required by clients contracts
0-5 years of experience
Managed service improvement projects for existing service to optimize end to end service delivery and ensure service level agreements are met or exceeded
- Led the research and development of new services to [company name]
- Created new processes and procedures to manage services including service provisioning, service support, internal billing, performance metrics and reporting
- Led annual service planning and internal rates per service development
- Developed corporate-wide communications and training materials for new services
- Provided measurement analysis, auditing and cost savings support (development, reporting, validation and improvement) for IT services; reduced expenses and created a cost savings of $176K for 2004
- Managed supplier agreements; reviewed invoicing, service utilization and quality provided by suppliers to identify improvement opportunities and issue resolution
- Developed, produced, gathered and improved executive and line of business scorecards
- Provided services benchmarking and industry comparative analysis support
- Developed training materials and led training for internal customers new to project and time tracking
0-5 years of experience
Initiated consulting projects with requirements gathering, designing workflows and analyzing metrics, and providing recommendations to enhance customer’s workflows for Incident, Problem, Change, Configuration, Asset, and Release processes aligned against ITIL v3.
- Led project teams identifying key resources, discovered deliverables aligned against ITIL v3 good practices and created project timelines.
- Closed projects with end user training, handing over deliverables to the customer and completing a post implementation review to ensure that systems are maintained and leveraged properly decreasing calls to support by 15 percent.
- Merged data from multiple discovery tools into a single, reliable CMDB and reported on data using crystal reports for informational use across the organization.
- Managed QA processes, created test strategy and test plan documents as well as executed tests with clients.
0-5 years of experience
Capitalized on industry expertise in overseeing company program to support the implementation of outsourcing and off -shore development offices. Demonstrated adeptness in handling overall aspects of large complex application development, infrastructure, and data project
- Directed the development and execution of roadmap toward the enhancement of marketing applications; strategically planned and evaluated projects to identify gaps in the infrastructure; and optimized data synchronization and data conversion between multiple platforms.
- Brought major contribution in optimizing business application performance; minimizing unplanned infrastructure repairs; and preventing the procurement of unnecessary data from multiple sources.
- Mitigated the cost of off-shore support by 50% and boosted the security of programs, projects, and data sent off-shore/off site; while identifying and resolving any potential legal gaps and software licensing issues.
- Created standard process in qualifying work to avoid legal ramification and packaged toward timely off-shore delivery of projects.
0-5 years of experience
Managed Tier 1 and Tier 2 technicians in support of the National Gallery of Art.
- Developed and implemented Standard Operating Procedures establishing policies for Incident Management, Service Request fulfillment, and Service Desk Operations.
- Developed and implemented Service Level Agreements and Operational Level Agreements.
- Developed project schedules, coordinate project status meetings, and manage resources in all phases of software development lifecycle.
- Conducted daily reviews on Incident resolution and Service request tickets to ensure timely and efficient resolution.
0-5 years of experience
Directed site based IT support at 12 corporate and customer service locations throughout North America as well as a global IT engineering support group in Seattle and Edinburgh, Scotland. Managed a peak staff of 25 IT support engineers and technicians dedicated to end user support, local site infrastructure support, and cloud based application delivery.
- Drove process improvements and served as a technology advocate for both support engineering groups as well as internal customers to ensure strategic and operational alignment
- Actively worked to raise the technical bar for support technicians and engineers by calibrating hiring efforts and creating team alignment with support and engineering groups
- Built and managed a global IT support group based in Seattle and Edinburgh, Scotland dedicated to supporting Amazon work from home customer service agents globally.
- Managed single point of failure audits and remediation’s at all North American customer service locations as well as the design and execution of the first successful game day exercises to test redundant systems and infrastructure at all customer service locations globally
- Designed and implemented automated ticket audit and SLA reporting processes which increased visibility to internal customers and improved accountability and service level (SLA) compliance for support engineering groups
- Implemented a change management peer review process designed ensure 100% approval for all team submitted change requests greatly reducing the churn with improper or poorly written change requests
- Delivered weekly/monthly/quarterly business reviews for both IT management and internal customers outlining support performance, initiative status, and highlights / lowlights
0-5 years of experience
Led a team to better understand IT project efforts at Devon and to implement cloud-based solutions. Focused on improved efficiency and cost-cutting measures around key infrastructure including email, data storage, mobile development, and core applications.
- Successfully led a team to develop a new process for rapid development of mobile applications.
- Led successful implementation of new cloud-based mobile application store and moved existing mobile apps.
- Led a team of outsourced developers to build two custom applications to improve safety and vendor management.
0-5 years of experience
Responsible for local operations and support for the Philadelphia office. Managed a local team of 6 level two and level three technicians to support 450 desktops and 20 Servers. Nationally, worked with 2500 users over 5 sites, coordinating projects and local resources.
- Local Server and Networking support, local Desktop and Application support.
- Managed Desktop and Server Applications Performance
- New Application integration (demo, testing, legal and law, security architecture, packaging, certification, testing, piloting, deployment)
- Responsible for all local training efforts (New users, new applications, new initiatives)
- Downsized local datacenter and migrated applications and servers to centralized location
- Created updated policies and procedures for handling and escalating Level 2/3 support
6-10 years of experience
Extensively handled all aspects of operating and marketing PC repair business, as well as technical diagnostics, network administration, and IT management
- IT Manager / Business Partner
- Web Solutions Manager
- IT Technician
0-5 years of experience
Performed key role in developing and managing a central Service Desk for all of Aggregate US.
- Assisted in the development and design of Remedy for incident, problem and project tracking.
- Trained the Service Desk staff on receiving calls and entering incidents into Remedy.
- Trained the Aggregate US end-users as well as IT staff on the use of Remedy for ticket tracking.
- Obtained ITIL v3 Foundation Certificate
0-5 years of experience
Provided ongoing guidance and support to a computer desktop and local area network team consisting of two supervisors and 16 technicians in the San Diego service area, providing best-in-class support for all PC-based computers, local area network, file servers and print servers.
- Utilized the REMEDY ticketing system to accurately track and manage the progress of all incidents through each lifecycle and to effectively support 3,000+ SAIC employees.
- Resolved escalations and followed up on all “below average” surveys, obtaining customer feedback, and coaching teams on how to improve customer satisfaction.
- Provided the training, mentoring and accountability needed to increase customer service levels to 96.2% and exceed the annual goal of 95%.
0-5 years of experience
Managed global conference room technology service operations.
- Responsible for ITIL Service Design which included designing and implementing a service offering to meet customer needs while reducing service delivery costs.
- Created, negotiated, and implemented new multi-million dollar vendor service contracts, supplier management processes, SLAs, and OLAs.
- Responsible for ITIL Service Level Management including financial, availability, capacity, and continuity management plans and management reporting for service offerings.
- Developed operational metrics and TCO cost models.
- Project-managed introduction and implementation of new service processes and tools.
- Managed end-user communications and knowledge management including service marketing materials, website, and various presentations/training sessions.
0-5 years of experience
Established new service management team to serve as liaisons and spearhead outsourcing managed services engagement of Ameritech datacenter operations to IBM Global Services (IGS). Directed operations and led activities with internal cross-divisional teams and IGS to define service levels and drive efficiencies and effectiveness by conducting gap analysis and managing continuous improvement activities and providing a point of contact for issue escalation and strategic planning. Provided periodic updates to Ameritech senior management on service delivery engagement, including mitigation plans.
- Promoted to middle management
- Directed the successful delivery of network services to ensure that Ameritech Information Industry Services (AIIS) business unit could demonstrate to government regulators interconnection and unbundled network services to CLEC (competitive local exchange carriers) which allowed Ameritech to go into long distance business
- Received outstanding achievement award for excellence for initiatives with AIIS
0-5 years of experience
Transferred to take over poor performing projects, make appropriate changes, and institute standard processes to deliver full services and best practices.
- Provided local IT support with high level training on Project Management and best practices.
- Managed LAN/WAN/Cabling projects for local [company name] customers.
- Introduced procedural processes to improve PC user support including scheduled hardware maintenance and IT support tracking activities ( via Remedy reports ), and performance assessments.
0-5 years of experience
IT Service Manager with 10 years of leadership and management experience. Managed and coached HP IT North America’s service delivery teams consisting of local and remote engineering staff in delivering cost effective UNIX, Linux, and MPE platform support. The team was responsible for the Tier II and III day-to-day service delivery, escalations, and contractual commitment for internal and external customers’ servers in accordance with Service Level Agreements (SLAs). Management responsibilities also included:
- Supervision of contractors and overseeing of contracted services
- Managing departmental budgets (training, hardware, and software)
- Served as liaison with IT Departments and customers on technical projects quality improvements utilizing Project Management, ITIL methodology, and both oral and written communication skills to ensure deadlines, standards, and cost targets are met.
- Contract negotiations for managed services, data offsite storage, and certified data destruction services for HP internal and external customers
0-5 years of experience
- Service Manager responsible for designing/maturing ITSM processes including Release and Deployment
- Implemented Service Catalogue Management and led effort to define IT services and build Service
- Developed and delivered workshop sessions at multiple organizational levels to promote awareness and education of industry standard concepts inclduding ITSM, ITIL, Governance, COBIT, and SDLC.
- Member of ITSM Center of Expertise providing ITSM solutions and best practices in support of the firm’s clients.
- Led Application Management team that was responsible for managing revenue-driving software solutions in support of the firm’s business processes. Responsible for determining technical knowledge necessary for application support ensuring that staff were sufficiently trained to meet the dynamics of the business and technology.
- Software solutions leveraged technologies such as .NET, Microsoft SharePoint for collaboration, and 2
0-5 years of experience
As Managed Services Manager I am responsible for leading a team of [company name] whose responsibilities include cloud-deployed environment administration, monitoring, maintenance, solution administration and escalation across the product lifecycle.
- Team management within Cloud Services and business administrative responsibilities on behalf of Cloud Services. Manage geographically diverse technical teams aligned with application administration and communicate effectively with technical staff as well as executive management and external customers.
- Perform technical planning and development for total technology systems, from concept to deployment. Responsible for interacting with customers to gather requirements and constraints, to include technical, schedule and cost, to translate into IT solutions.
- Implemented more than 10 process improvement initiatives
- Identified risk for customers going out of business. Secured back-up vendor, which was used, and kept the project on time and US$100,000 under budget.
0-5 years of experience
Managed the Information Technology service approach for all internal customers.
- Directly managed the internal Information Technology Help Desk and computer operations groups (11 people at two domestic locations).
- Indirectly managed the Technical Support staff due to the nature of IT Service
- Coordinated global Information Technology service and IT project administration using MS Project 2000.
- This position provided strategic direction to Information Technology service via a pro-active approach through continuous development/monitoring/review of operating level agreements with internal and external service providers.
- Developed SDLC, IT Policies & Procedures, as well as the Sarbanes Oxley Compliance framework for IT, and Change Management process.
- Implemented a Change Management process to handle all software change requests and approval process.
- Participated in a $47 million dollar global implementation of SAP.
- Managed project to eliminate computer operations in a remote location and funneled the workload into a local data center, decreasing staff by 3 people.
- Project manager for a complete network hardware upgrade/replacement.
- Managed project to transition data center from a hosting facility to an in house data center.
0-5 years of experience
Served in a ITSM role managing the areas of Problem, Incident, Change, Release, Configuration Management and Service Desk compliance.
- Responsible for maintaining the IT service relationship with 17 different client sites across the nation which include escalation levels, incident support, and service requests.
- Provide SLA performance metrics to C-level executives as well as the customer and recommended changes that would improve the service delivery quality and efficiency.
- Ensures services, products, and projects adhere to set Operational Level Agreements.
0-5 years of experience
Design and appraise network infrastructure for business owners
- Research and recommend most appropriate IT solutions based on customer needs
- Seek and hire qualified service engineers
- Serve as the top level networking engineer when solving computer and network problems.
- In charge of obtaining and maintaining service and reseller authorizations.
0-5 years of experience
Manage all aspects of the service desk and desktop support teams, including, but not limited to: managing and motivating technicians, staffing, training, evaluation, utilization, financial performance and ongoing education
- Run monthly reports and SLA KPI’s and present to senior management
- Restructured the support staff to eliminate redundant responsibilities and increase business efficiency
- Created and implemented formal SLA’s, resulting in reduced response times and increased incident resolution
- Established best practice processes, using ITIL methodology to improve overall support structure
- Manage incident response times and resolutions
- Best practices – assess new needs; maintain and update existing documents; ensure check lists are being used when appropriate
- Negotiate vendor contracts to reduce corporate spending
- Create and maintain a centralized knowledgebase for cross training and collaborative support of clients
- Build and maintain business relationships with clients, vendors and end users
0-5 years of experience
Supports continuous infrastructure process improvement efforts and project deliverables.
- Support and monitor overall quality Data Center Site Management plan/build/run services
- Translate and communicate internal client business priorities and infrastructure needs.
- Work with Infrastructure & Operations, business units, and R&D counterparts to articulate the vision for infrastructure, drive change efforts, and secure client requirements.
- Monitor and improve service lifecycle process (procurement, provisioning, and reporting).
- Created Continual Service Improvement Process OS Installation Workflow (Improved process workflow throughput by 40%)
- Assisted in Cost-Allocation reporting for FY’15 budget planning
- Trained Off-shore team on Managing Continual Service Improvement Processes
- Perform analysis using basic SQL reporting to improve DC processes
0-5 years of experience
Manage and coordinate a team of twenty IT service technicians on large scale projects, system upgrades, retail grocery grand openings, service tickets and full POS installations. Currently service over 600 stores including: Sprouts, Spec’s and Fiesta stores
- Work closely with sales management and executives on improvements to operational processes and help create new leads for sales opportunities
- Implement/coordinate store’s bi-annual preventative maintenance schedule
- Perform employee evaluations once a year and recommend plan of action to upper management
- Host occasional conference calls for training, announcing employee rewards and policy changes
0-5 years of experience
Manage and implement QA verification and validation processes within the SDLC and Information Technology system’s scope of product development and integration for medical devices.
- Create and maintain the SDLC and Software Validation strategy.
- Perform necessary validation and verification testing to support various projects and products for Telehealth System and Services implementation including PNC and personal emergency response system (PERS) product lines.
- Responsible for QA and IT related SDLC, Risk Management, FMEA, Change Control, and Configuration Management processes.
- Create and release requirement documentation, traceability matrixes, verification and validation test protocols.
- Review and advise the IT Service Management and Data Security plans detailing controls required to insure services are delivered and managed at agreed upon levels.
- Stakeholder in creating HIPAA compliance IT Policy Statements including Privacy and Security Manuals
6-10 years of experience
Promoted numerous times within 5-year period to successfully and efficiently manage day-to-day operations of the Global IT Services Division.
- Manage a team of 10 people, delivering on-site hardware, software, and mobile-device support to 1,700+ employees in multiple offices for a global leader in the financial services industry.
- Provide global innovative and exemplary technology support of more than 300 American-based employees on international assignment, providing seamless virtual IT support for counterparts in Europe, Asia, and Australia.
- Strategically coordinate all on-site IT support events for U.S. based firms.
- Collaborate with meeting planners, equipment and network vendors, and venue managers to identify and deliver critical IT requirements for internal and external events.
- Successfully train and provide relevant service equipment to all new employees, supporting ongoing staff development and deliver performance reviews; create cohesion and teamwork among staff.
- Oversee all IT inventory management, SLA compliance and incident response and comply with asset management standards to reduce costs, provide process and procedures for customer service quality and issue remediation and resolution.
- Provide stellar support services for international users transitioning between countries and managing dual identities.
0-5 years of experience
A change champion and ITIL Process Owner developing the ITSM strategy, service and process governance, strategic process roadmaps, process assessments, implementation and continuous improvement for multiple ITIL processes.
- Development and implementation of a global IT Process and IT Service Governance framework through cultural and organizational people change management and clear role definitions.
- Lead the execution of process development and strategic process roadmaps and transforming IT into a service and business centric delivery organization; Five week ServiceNow process implementation in Asia region.
- Implementation of a comprehensive and customer focused IT Service Catalog utilizing ServiceNow.
- Standardization of workflows, style guides, notification standards and service lifecycle stages.
0-5 years of experience
Manage and maintain client service and relations
- Schedule and distribute service tickets among service technicians
- Develop and manage new income streams
- Administration and project management for installs, upgrades and new sales
- Mentor technical team
- Provide technical support
- Plan administer and perform lab prep prior to deployment; bare-metal build 2008 R2 and 2012 installing and configuring Roles, Active Directory, Group Policies, Backup, File Sharing and Updates
- System support during and after installations
0-5 years of experience
- Forecast work and schedule for its tech department
- Responsible for customer relations by focusing on problem areas in dealing with customer related issues
- In charge of current receivables, payables and payroll normal bookkeeping obligations
- Responsible for financial reports required by management
- HR responsibilities
0-5 years of experience
Built the Change Management frame work, processes and procedures for a scalable and effective CM process to support the entire firm.
- Change Manager responsible for the review, communication and coordination of all of IT Infrastructure production and development change related activities.
- Responsible for reviewing, updating and maintaining the access control list to Citadel’s secured Data centers.
- Head the daily London Change Management Board meetings and the daily firm wide Change Management Board meetings.
- Head the weekly Business Unit Focused Change Management meeting.
- Lead the Development of the Change Management Website Portal, Emergency CR Report, and CM Calendar for firm wide education and exposure to Citadels Change Management processes and procedures
0-5 years of experience
Built the Change Management frame work, processes and procedures for a scalable and effective CM process to support the entire firm.
- Change Manager responsible for the review, communication and coordination of all of IT Infrastructure production and development change related activities.
- Responsible for reviewing, updating and maintaining the access control list to Citadel’s secured Data centers.
- Head the daily London Change Management Board meetings and the daily firm wide Change Management Board meetings.
- Head the weekly Business Unit Focused Change Management meeting.
- Lead the Development of the Change Management Website Portal, Emergency CR Report, and CM Calendar for firm wide education and exposure to Citadels Change Management processes and procedures
10+ years of experience
Coordinate product training for employees to ensure that all problems are effectively handled
- Design, install, maintain telecommunication services
- Create disaster recover policies/procedures for all data communication systems, infrastructures
- Supervise-coach 5 network engineers, 3 telecom engineers, 6 desktop technicians on escalation handling and effective problem resolutions.
0-5 years of experience
Assist in managing complex Service Management processes for 40 business channels of the largest US provider of property and financial databases.
- Oversight & maintain Business-As-Usual SLAs, provide Transition Operation and Steady State support.
- Participated in migration from ‘Service Now’ to a ‘BMC Remedy’ platform.
- Primary focus is on Incident, Configuration, Change, & Problem Management to ensure ITIL process guidelines are followed.
- Measure & analyze performance data for trending, review process metrics & KPIs to identify and resolve process performance issues.
- Chair daily Operations meeting to review prior day high severity incidents & upcoming high-risk changes.
- Participate in service outage calls to ensure that process is followed, service is restored as quickly as possible and SLA’s are met.
- Manage Problem Management process to include RCA & Permanent Fix implementation.
- Ensure Change management methodology is adopted in all IT initiatives, attend enterprise CAB meetings to review and approve/disapprove changes.
- Promote & implement best practices to minimize ‘Business Disruption/Down Time’ in the area of Incident, & Change management.
- Identifies and implement continuous improvement activities in support of customer and internal business processes.
0-5 years of experience
- Responsible for all levels of local operations and support.
- Managed a team of six level 2\3 technicians to support 450 desktops and 20 Servers
- Project Manager for initiatives that affected 2500 users over 5 sites across the US.
- Responsible for application integration (demo, legal, security, packaging, certification, piloting, deployment)
0-5 years of experience
Line Manager and Senior Consultant, directing the IT Service Consulting department for a team of 25 IT
Consultants.
- Redesign of administrational processes and project portfolio management.
- Setup and operation of a Germany-wide PMO with central project reporting and resource forecasting.
- Additional function as an IT Mgmt. Consultant and direct advisor to the CIO for IT Service Mgmt. at Edeka
0-5 years of experience
Duties include providing onsite support interfacing directly with the customer and addressing customer concerns. Provide liaison support for the customer to the technical teams in India and Norway to implement infrastructure changes in the production environment. Responsible for all customer locations in Canada, USA, Mexico and the Bahamas.
- Provide support and coordination for all customer infrastructure projects in their core and remote sites.
- Provide a single point of contact for all escalations in the customer’s production environment.
- Manage the teams in the North America for enterprise support and end user computing.
- Interface directly with the managers and deep level support teams for network, server and database, storage and desktop support.
0-5 years of experience
Oversee and manage IT Team
- Write project proposals and complete network assessments for Non Profit Agencies
- Complete Site Surveys for managed Non Profit Agencies
- Implement and manage ConnectWise Ticketing System
- Lead on projects for Firewall Change
- Lead on projects for site move
0-5 years of experience
Architect technology solutions
- System, Network and infrastructure management
- Provide design assessment and feedback
- Facilitate process and technology implementation
- Analyze availability data to identify points for improvement
- Systems administration for Linux systems
0-5 years of experience
Analyze, evaluate, and repair user systems.
- Troubleshoot and diagnose user software and hardware problems.
- Multi-task and manage multiple help desk calls and emails, while utilizing prioritization skills.
- Interview users to collect information about problem and lead user through diagnostic steps.
- Managed a team of support technicians.
0-5 years of experience
- Obtain and maintain management support for Process Improvement
- Facilitate the creation and mainenance of process definitions with managers and development staff.
- Collect and analyze measurement data
- Facilitator for all Process Improvement Teams
- Facilitate process assessments
- Oversee development of Operational Process Asset Library
0-5 years of experience
- Manage, define, prioritize, schedule, develop, and annually review service team members
- Evaluate documented resolutions and analyze trends to prevent future problems
- SAP Crystal Reports development and consolidated reporting
- Develop, implement and maintain formal operational processes, checklists, knowledge base, service level agreements and reports to manage customer expectations and technical staff
- Monitor staff activities to ensure services are delivered efficiently, effectively, and consistently
- Manage staff development and testing to achieve certification sufficient to support client needs
- Mentor staff customer service skills and assist with Service Desk support
- Develop and implement service and support standard operating procedures for change management, communication, system documentation, and customer acquisition
0-5 years of experience
- All Windows servers administration, Windows 2003 and 2008 servers, including e-mail servers and Active Directory.
- Keeping all records for the company infrastructure equipment and schedules for service.
- MS SQL2005 Backup and Maintenance Plan.
- On call after business hours scheduled three days a week on rotation.
- Enterprise hardware installation and administration such as Dell servers Power Edge 1950, 1850, 2850, Dell switches 5324 and Cisco Catalyst 4900, 3750, C4948. NAS and SAN Dell-EMC AX4.
- Security, Firewall administration Juniper SSG550M. Anti-Virus, Symantec Endpoint Protection 11 and ESET Remote Administrator Console version 4.
- Experience on Backup Enterprise Administration, based on Net Backup version 6.5.3 and Backup Exec 12.5 over ADIC i2000 platform, a robotic tape backup library with 10 LTO2 fiber drives and more the a thousand tapes.
- NEC and Cisco IP Phone administration. Cell phones troubleshooting on Blackberry and iPhone Enterprise.
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IT Service Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
