Candidates About

IT Manager

Impassioned forward thinking Sr. IT Service Management Professional who inspires with integrity and mentors with purpose. In depth knowledge of end user best practices and a proven track record of applying talent, process, and technical oversight to improve individual, team and corporate performance.

Work Experience

HCL America Cary NC, 2016-Current

Group Operations Manager - IT Service Tower Owner

Brought on to drive IT stability, restructure staffing and support model, and improve internal client relation for a leading publically held company with a worldwide presence. First year savings of $350,000.00 with 5 managers as direct reports and 200 indirect reports that deliver multi-tiered levels of support including upgrades with minimal service interruption to business.

·         Spearhead design and roll out of phased re-design of support model to provide higher levels of service to client, in a more efficient and cost effective method turning failing desk around in 90 days.

·         Overall management responsibility for 24x7/365 global service desk operations supporting 170,000 (100,000 technology users) geographically dispersed end users generating over 60,000 contacts per month through phone, chat and user portal.

·         Develop and implement disaster recovery methodology to support business and minimize interruptions of service in the event of service interruption to support locations.

·         Support team consisted of 6 managers on and off shore with 200 level 1 and 2 agents across 3 states and India.

·         Reduction of abandon rate by 8% while increasing first call resolution through knowledge centered approach.  

·         Implement and leverage work force management, self-help, user portal, self-healing and chat to increase efficiency and savings.

·         Analyze reports and data sets to develop action plans for process improvement and close performance gaps.

·         Participate in and lead management and senior level management meetings and quarterly business reviews.

AECOM, Denver CO                                                             2011- 2016

Sr. IT Manager - End User Services

Managed 5 geographically displaced Service Desks, L-2 Desk Side Support, Quality, as well as Training and Documentation teams. Provided high quality technical support for 60,000 North American customers. Ensured adherence with standards. Developed strategic direction for teams in alignment with critical business needs. Formed and facilitated root cause analysis teams as needed. Managed SLA's for entire team, negotiated and communicated clear expectations to customers regarding response and resolution times.

·         Management of five geographically dispersed level one and two organizations with responsibility for generating, negotiating, and implementation of SLA’s and SLO’s.

·         Implement work force management concept and methodology to manage and monitor workload across enterprise including management and prevention of aging tickets.

·         Facilitated Service Delivery Reviews/Problem Management Reviews between the business and IT to identify root cause of outages and delays, and required actions to be put in place to avoid them in the future.

·         Improved relationship between Level 2 and Level 3 Operations teams by holding weekly collaboration meetings resulting in cohesive team environment and improved customer satisfaction.

·         Generate and analyze reports and data sets to manage workloads, identify and close organizational and individual performance gaps.

·         Improve call center responsiveness by 23% while customer demand workload increased by 50%.

·         Create shared vision and strategy for the end user support organization in alignment with corporate vision.

·         Increased customer satisfaction by 18% by leveraging customer feedback, making it actionable and publishing responses increasing customer increasing customer confidence.

·         Collapsed 5 - ITSM platforms and multiple IVR’s into single platforms reducing annual cost by $250,000 increasing line of sight and accountability across support organization.

Additional Relevant Work Experience

·         Sr. Service Desk Manager, Hewlett Packard, Microsoft

·         Director of Customer Care, FreeMotion Fitness

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Certifications and Training

·         ITIL Foundations Certification V 2 and V3

·         Help Desk Institute Managers Certification

·         Franklin Covey 7 habits

·         Franklin Covey Project Management                                

·         Employment Law for Managers

·         Dynamic Leadership Development                                    

·         Achieving Extraordinary Customer Relations for Call Centers                                                

·         Leadership Excellence