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IT Service Manager

IT Service Managemnet Professional

Member Number: 48658555

Portfolio: http://www.beyond.com/people/48658555

Professional Information

Job Function: Information Technology

Education: 4-Year College Degree

Experience: 21+ Years

Employment: Any Position Type

Salary: $90-120k

Citizenship: U.S. Citizen

Resume

*** Cell: (***) *** ****** *** OBJECTIVE

To secure a position with a companys IT project management office (PMO) as project coordinator and increase my responsibilities into managing projects that result in achieving the companys objectives and exceed their goals for time and budget resulting in significant cost savings.

I am a technically diverse and experienced individual who has consistently held a leadership role throughout my technical career of ***+ years. I have grown from a technical analyst leading small teams to coordinating large globally diverse technical teams to complete projects in some of the worlds leading manufacturing companies. I am a charismatic individual known for my exceptional interpersonal skills in bringing together teams, resolving issues and overcoming obstacles to meet timelines and budgets while always striving to save on costs and make improvements whenever possible.

CORE COMPETENCIES

Project Coordination & Management Stakeholder Communications Requirements Analysis Team Leadership Critical Thinking Problem Resolution Planning & Organization

Process Management & Workflows ITILv*** Certified

EXPERIENCE

Rexam BCNA & PLC***Chicago, IL & London, UK*** ***/*** ***/***

Global Demand Manager for PMO Independent Contractor *** ***/*** ***/***

Recruited by the IM Leadership Team to be global manager of Rexams demand management process as one of their ITIL initiatives whose responsibilities were to determine the key performance indicators of the process, track and report on an average of *** demand projects for the sectors, as well as the IT support teams performance in time, deliverables and costs.

Key Highlights, Projects and Accomplishments

Created an initial database to input all submitted demand projects along with all their key information and indices. The database produced needed reporting and statistics while the company decided on its standardized application.

Lead role in transferring all demand projects into CA Clarity and ensure all project information such as resources, key tasks and milestones were set up and captured for proper tracking and reporting.

Chaired biweekly and monthly meetings with business relationship (BR) teams and IM executives and leadership to review the demand projects progress, analyze patterns, discuss any issues and problems needing escalation and resolution such as capacity, resources, scheduling, costs and any other risks. Retain meeting minutes and distribute as needed.

Worked closely with the Global Enterprise Architecture team to ensure projects were aligned with companys strategic direction, as well as all IT leadership to assist and motivate them in communicating and completing all necessary work needed for the projects to satisfy the business. Communicated back to the BR teams any problem areas that hindered the progress of the projects completion.

Responsible for continually evaluating and communicating the process, as well as training all Rexam BR team members and IT team leads on who was accountable, the demand definitions and the process flow.

Lead role in organizing surveys, improving the process and workflows, as well as the service improvement plan for the demand management process to evaluate the delivery of the demand in terms of value to the business.

Recommendation: Heather Davalos, Global Communications Manager at Tate & Lyle (Formerly with Rexam)

***'s personality and attention to detail surpasses most that I've encountered. His inclination to drive the business forward and provide information on current statistics is superb. His upbeat personality and willingness to bring multiple groups together to get the job done is an asset to any organization. His tenacity to improve the process and deliver a qualified solution compares to none. He is able to build award winning teams to deliver and his ability to understand all facets of technology is hard to find in an individual. *** has these qualities and works tirelessly to improve both him and an organization. I would gladly recommend him time and time again and am thankful that I was able to work with such a quality individual.

Technical Services Analyst Independent Contractor*** ***/*** ***/*** Technical Services Analyst Independent Contractor*** ***/*** ***/*** Client Services - Full Time Employee for Rexam*** ***/*** ***/*** Client Services Analyst Contractor through MMD*** ***/*** ***/***

I worked initially for Rexam as a contractor, was hired on as a full time employee and then moved back to contractor position. My responsibilities were not only as a client and technical support analyst but mainly my functional role was to

assist management in the companies support reorganization and move to a global shared services environment. This involved consolidating and moving the local client services team (ticket logging, level 1 and some level 2 support) to a global support solution center and reorganizing the remaining IT teams to supporting all Rexams global sectors and divisions.

Key Highlights, Projects and Accomplishments

Project lead in moving Rexams central global service desk operations from London, UK to an external worldwide leader of providing information and communications technology (ICT) support and implementing ITIL. As project lead for the North Americas sector I was responsible for ensuring the compilation of support documentation, workflows, and processes as well as participating in the input for the SLAs and service catalogue for IM management. I was also responsible for the training and mentoring of the new provider teams and training Rexam staff on the new support application and ticketing system.

Project lead in moving Rexams North American call center and level l technical support to the service desk at their corporate global headquarters in London, UK. As project lead I was responsible for reviewing, consolidating the support documentation along with creating a support matrix in order to facilitate centralizing the global support of all Rexams business sectors. This also included providing an escalation path and instructions for all high priority tickets needing resolution for which I received recognition from the companies CIO. Lead and supervised training of all Rexams N. American IT support staff to new trouble ticket system.

Review, evaluate, refine and develop support processes, flowcharts, and documentation for Rexams Client and Technical support teams to assist with transition to the new global shared services reorganization.

Assist in managing and overseeing level 1 & 2 Client Services technicians responsibilities as well as input into hiring new employees, training, and mentoring as the company decommissioned the Client Services group and strengthened the Technical Services group.

Lead role in the procurement and inventory of PCs, printers, and other various hardware, software, and peripherals for all Rexam facilities in North America.

Initiated and designed the process and form for the HR department to communicate employee status changes for all Rexams locations to the IT department. The new process and form facilitated the procurement of needed IT hardware, AD accounts, and permission needed to perform job duties in an organized and timely manner. The change brought about significant improvements and was eventually adopted to be the global standard.

Recommendation: Ron Bowers, Global Manager: Solution Delivery Office at Rexam

"Mr. *** worked under my supervision at Rexam BCNA for approximately 2 years. During that period, I had the pleasure of [watching him] develop from a Level 2 support specialist to a Project Lead who was instrumental in implementing ITIL and transitioning an internal helpdesk to a global/off shore solution. He displayed professionalism and leadership consistently while providing valuable customer service. I highly recommend him!

QualityPC, LLC***Owner***Chicago, IL ***/*** Present

Work with co-owner to develop IT models and strategies for clients and assist with technical projects. Market and provide various IT services and consulting to individuals and companies throughout the U.S. Configure, distribute, and support various hardware such as routers, servers, desktop and laptops

Troubleshoot and resolve software issues installed on servers and workstations. Extremely proficient with Microsoft operating systems, Active Directory, MS Office, Exchange and Outlook.

Organize and administrate billing, finances, and budget needs of company Getronics***Systems Support Analyst II***US & Canada*** ***/*** ***/*** ISSG*** Team Lead / Migrations Specialist***Southeast US*** ***/*** ***/***

Initially hired through ISSG who were subcontracted through Getronics, I was promoted and responsible for leading a team in organizing and scheduling the migration of all PCs from Win*** to Windows *** for BP/Amoco facilities in the

Southeast Region of the U.S. I provided technical guidance and assistance to team members. I was responsible for tracking any reoccurring issues or problems and evaluating the migration procedures with the Area Service Manager to improve the process. In recognition of the quality of my work and skills I was hired on full time by Getronics to provide desktop support coverage for over *** British Petroleums Chemical & Refinery plants as well as their Fabrics and Fiber plants across the United States and Canada in order to fulfill Service Level Agreements and ensure quality service levels.

Key Highlights, Projects and Accomplishments

Promoted from team member to migration team lead due to organizational, quality assurance, and technical skills. Leadership role in configuration and evaluation of Ghost imaging process used to migrate PCs at British Petroleum facilities as well as test multiple applications functionality following new image used.

Configure, distribute, and support Windows *** workstations following new OS rollout. Managed User Accounts, network access, and client hardware through Active Directory.

Troubleshoot and repair all problems issued through Vantive ticket system or escalate as needed by departmental procedures.

Supported Applications: SAP, Citrix, Reflections, Baan, Maximo, PI, MS Office, Lotus Notes, VPN and dial up software. Maintain inventory of IT hardware and software.

Inacom Corporation Team Lead / Systems Support Analyst***Atlanta, GA ***/*** ***/*** Administered NT user accounts by resetting passwords, lockouts, and login violations.

Administered IBM Mainframe login accounts and passwords & administered SecureID accounts. Provided a wide variety of support to users including remote access, MS Office and email applications. Radiant Systems***Sr. Support Tech / Syst. Support Analyst II***Atlanta, GA ***/*** ***/***

Chosen to be the primary technical administrator for new facility that housed the Accounting and Shipping departments as well as the Client Support Center for Radiant Systems. Placed in charge of designing the workroom requirements and layout for technical support and to manage the setup and layout of all technical equipment for the group and other departments housed in the facility.

Administered NT user accounts and directories, MS Exchange accounts, and Lucent phone system for both analog and digital lines.

Troubleshoot and repaired workstations, laptops, and assisted with server maintenance.

Configured, distributed, and supported workstations and various software applications for employees. Performed weekly backups, inventory, and stocking of systems and related supplies.

Responsible for orientating newly hired employees in company with departmental IT procedures and training. Dell Computer Corp. Sales Representative***Austin, TX ***/*** ***/***

Promoted from personal sales to business sales due to my ability to exceed sales quota expectations and my ability to develop a repeat business of clientele.

Responsible for selling companys products and services by responding to inbound or placing outbound customer calls. Provide technical information, recommendations and quote pricing to prospective customers.

Establish customer relationships through an awareness of market conditions and competitors products. Track and report sales activities to better identify buyer influences.

EDUCATION & ORGANIZATIONS

Project Management Institute (PMI)***Chicago, IL*** Current

I am currently a member of PMI and seeking to obtain my PMP certification by Q2 of *** Global Knowledge ITIL v. 3 *** Foundations Certification***Chicago, IL*** Apr ***

Completed coursework and passed exam to receive ITIL Foundation Certificate in IT Service Management. Certificate #: GR***TK

New Horizons***MCSE ***/ MCITP Certification coursework Chicago, IL*** *** - ***/***

I began taking coursework in May *** to achieve my MCSE & MCITP certifications. I completed coursework for MCITP in November ***