Candidates About

Operating Systems                   Software Experience                            Incident Tracking Systems

Windows NT                              Microsoft Office suite 2007/2010                        Manage engine service pluss

Windows ’95                             Windows 2000                                       Heat

Windows 7                                Access 97/2000/XP                               Remedy

Citrix XenApp                            Brio Query                                            ServiceNow

UNIX                                         Crystal Reports 10                                 Peregrine Service Center

VMWare                                    Lotus Notes                                          BMC footprints

VDI                                           Outlook           

AS400                                      TMO

Avaya                                       Oracle/SQL                                                      

I am an information technology account serving professional with over 15 years of IT industry experience with superior knowledge of problem management, incident management ITIL service management.  I have demonstrated experience working in mission critical Service Desk/ Service Delivery environments and have strong conceptual knowledge of the technical aspects of and layers within an IT environment.

·         Primary oversight of global technical support staff providing customer support for all client-computing needs. Managing client deliverables and service catalogs to insure partnership growth between service provider and client.

·         Implemented ITIL processes and procedures to streamline day to day operations

·         Increased customer satisfaction rating from 3.0 to 4.2 out of 5 points of a mission critical business unit by creating a support structure that better supported their direct need.

·         Implement knowledge base and procedure review process.

·         Developed reports to track specific segments of performance critical to client needs.

·         Daily and weekly process and quality assurance meetings to aid continuous improvement objectives.

Previous contracts consist of managing large and medium size clients with locations around the globe. Client is currently in acquisition phase and is looking for provider to delivery services that will align all IT service within the current corporate structure. Future state is to streamline services across multiple global service organizations to optimize efficiencies and streamline costs and services. A SPOC model along with streamlining the business process with IT services to ease the onboarding and production support currently is modeled.

Fiesta Restaurant Group – Addison, TX                                                             05/2014 – 9/15/2015

Helpdesk Coordinator

Responsible for the day to day operation of helpdesk POS restaurant system support.  Defining SOP for helpdesk staff ,tracking and reporting helpdesk service levels to IT management and business partners. Vendor management for services provided by third parties in support of IT services.

Miraca Life Sciences – Irving, TX                                                                      04/2013 – 1/15/2014

Senior Technical Support Manager

Acquired to develop an effective framework for managing and improving internal and client support services, in support of the delivery of clinical pathology reports.  Work with business leaders and IT management to create and manage IT service level agreements centered on the principles of ITIL. Documented SOPs for IT organization to standardize service and support to the business units. KPI reporting.  Stream lined onboarding and off-boarding of employees for activating and deactivating system access.  Increased utilization of service desk tracking tool to improve productivity throughout the IT organization.  Supported various EMR/HER systems such as Provation, Gmed, Orchard, Groupcast, Athena, NextGen. 

Xerox (Affiliated Computer Services (ACS) – Dallas, TX                                     01/2005 – 11/2012

IT Service Support Manager

Acquired to setup new client technical support service desk, responsible for incident management of client global infrastructure environment. Responsible for hiring staff, planning, developing departmental SOPs with both internal and external support areas and for the delivery of all helpdesk SLA and SLO- FCR – Answer Speed – Abandon Rate – Customer Satisfaction in accordance to contractual obligations.  Support staff consists of home office, remote, and international support agents in a multi-layer support environment. Managed multiple tier1 clients with both staff and client locations in Mexico, India, Europe, and South America. Designed management reports and internal report to manage and report on the day-to-day activity of the Service desk. 

Accubanc Mortgage/National City Mortgage- Dallas, TX                               04/1998 -  05/ 2004

Senior Service Helpdesk Manager

Acquired by Accubanc Mortgage to implement a formal support service desk supporting computer services and mortgage banking applications. 

·         Rollout ACD system,

·         Purchased and implemented HEAT call tacking system.

·         Developed SOP for service delivery.

·         Hired, Trained and manage initial support staff

Accubanc acquired by NCM in 2003. Manage the operations of the NCM IS Help Desk in pursuit of Help Desk, NCM IS Customer Service and NCM IS objectives. Managed a team of 20 support personnel in Ohio and Texas responsible for troubleshooting IT issues.  Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.  Ensures maximum issue resolutions in minimum time.  Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user. End user base consist of approximately 120 remote branches and corporate headquarters (8000 employees). Developed an I. S. service metrics, detailing processes and procedures for requesting I. S. system services. Implemented problem management and ACD call routing systems across both centers, enabling deployment of standards operating procedures throughout the department. Managed Annual operating budget of $3.9 million. Implemented change control process and serves as chair for change management group for Information Services. Appointed to company Officer in 1999.

Nations Banc (Bank of America)                                                                       03/1997 – 04/1998 Operations Center Manager

Responsible for overseeing inbound national support center for Bank PC and web banking applications. Coached and developed service representatives and department team leads, promoting excellence in customer account servicing.  Account reconciliation, technical troubleshooting and software installation were all part of daily work activity. 

Peerless Systems                                                                                              06/1996 – 03/1997

Project Manager/Implementation Team Lead

Performed on-site software conversions on AS400 platform, responsible for conversion team staff. Interacted with bank management to ensure installation met specifications and timelines. Utilized AS/400 Query, SQL knowledge retrieve data to insure proper mapping of data. Oversee nightly processing, backups and report distribution. Trained bank employees how to perform daily task utilizing new software and 5250 emulation in a client server environment with Win3x, Win95 and WinNT. Setup security And user group rights and report queues.

Countrywide Mortgage-Dallas, TX                                                                          08/1993 – 06/1996

Systems Support Analyst   04/1995 – 06/1996

Provided support for nationwide retail branch network. In-depth experience in the areas of desktop support, Microsoft word, Excel, PowerPoint, Lotus Notes and AS400. Support loan origination systems in regards to processing, underwriting and closing loan applications.

*Skilled in the Protocols of Account Servicing and Management

*Call Center Implementation

*System support, Data access and Retrieval

*Operations Support

Economics/Business Administration, Tougaloo College, Tougaloo, MS,