Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary
Talented IT professional specializing in leading high-performing and multi-disciplinary teams from product development through successful product launches. Accustomed to managing multiple projects and priorities in fast-paced environments.
Skills
Certified
Business Resilience Manager (CBRM)
Certified ITIL
Agile methodologies
Change management
Service-oriented architecture
Certified in Risk and Information Systems Control
Six Sigma Certification
Change management
Requirements gathering
Six Sigma Certification
Business process improvement
Project cost planning
Risk mitigation and management
Systems Development Life Cycle (SDLC)
Work History
06/2013 to Current
Business Continuity ManagerOld National Bank – Delavan, WI,
Developed and identified CBS IT
emergency management plans for decision making and communication,
continuity of critical department processes, or temporary shut-down of
non-critical departments to ensure continuity of IT operations and governance
principles.
Recommend recovery strategies and options, and assist with the
implementation of recovery solutions.
Develop and maintain IT
frameworks for: assessing business interruption risk, performing business
impact analysis, and providing IT business continuity training.
Within the context of a matrix
organization, develop, produce and update IT business continuity
materials and documentation (e.g. plans. emergency response procedures,
call lists, etc.).
Evaluate and recommend software
solutions which will increase the efficiency and effectiveness of
IT’s business continuity plans and activities.
(e.g. Send Word Now Application)
03/2010 to 06/2013
Service Desk ManagerEngility Corporation – Austin, TX,
Assumed ownership over team productivity and managed work flow of daily
activities of the IT Service Desk while providing 24/7/365 support to approximately 23,000 end users throughout CBS
divisions and business units.
9,000-12,000 incidents and requests on a
monthly basis at 99.3% Service Level
Agreement (SLA) with 83.5% first call/contact resolution. Devised and published metrics to measure the Service Desks success and improved SLA by 22% within the first 2 months of employment.
Mapped current processes and offered recommendations for improvement. (e.g. incorporating ITIL methodology, knowledge base, etc).
Created a solid escalation procedure for the life-cycle of
all outages and conducted 5-15 weekly knowledge sharing sessions to capture "Lessons Learned" and streamline the product and service improvement process.
Facilitated various departmental communication to effectively maintain up-to-date knowledge of product and service changes
Responsible for all hiring
recommendations,
performance evaluations, motivating employees, overall performance and
training.
Successfully relocated the service desk from California to Atlanta and hired and trained all new staff.
06/2001 to 02/2010
Senior Client Service ManagerFirst Republic – Jackson, WY,
Responsible
for client satisfaction while serving as a liaison between IT and clients.
Educated clients and facilitated enterprise IT roll-outs and products. Worked
with IT groups to evaluate technology and ensure compatibility and
effectiveness for shrink-wrap applications.
Processed
4-5% of 6,500+ calls received by the Global Service
Desk with 99% client satisfaction
·
Produced
quick reference guides (QRG), user manuals and trained clients on policies
and procedures, increasing client productivity by 15%
·
Assisted
in creating new hire procedures to implement IT Infrastructure Library
(ITIL), saving the company $500-$1,000 per new hire
·
Assisted
in implementing ITIL (Incident Management and Problem Management), which
provided 24/7 client support and created a consistent process for handling
global client services
·
Monitored
Remedy reports and assisted in taking Service Level Agreement (SLA) from 85%
to 95%
·
Negotiated with
vendors to reduce quotes, which saved the company 3-15% off original price
·
Served
as primary contact for Domestic TV applications, coordinating new releases
and updates with vendors & SPE IT staff, resulting in 100% client
satisfaction
Education
Expected in 2004
Bachelor of Science: Business Management Univercity of Phoenix - Woodland Hills, CA GPA:
Expected in 1998-1999
General: General Education Santa Monica College - Santa Monica, CA GPA:
Expected in 1995
Computerized Business Systems: Computer Learning Center - Los Angeles, CA GPA:
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