Senior IT Services Delivery Director with 20+ years of experience in IT operations, Help Desk and deskside support. Proven record of operational excellence, customer relationship management, employee development, process improvement and service level attainment.
Delivery Director02/2009 to CurrentCompany NameCity, State
Analyzed key metrics to measure product effectiveness. Identified product problems and strengths and collected data on the customer experience. Developed accurate development estimates and drafted project resource plans. Worked closely with QA to develop use cases, review test cases and track feature bugs. Leveraged in-depth understanding of end-to-end customer experience to identify pain points and latent customer needs. Led triage on product bugs and feature requests. Managed the [Number]-person local IT team, allocating resources to ongoing projects and enforcing deadlines. Collaborated with the global team to resolve IT support cases. Responsible for support solutions delivery, with strategic focus on service excellence, SLA attainment, contract adherence and continual improvement.
Develops, implements and measures strategic initiatives to improve service excellence.
Regularly reviews each engagement for adherence to contract, service level attainment, reporting requirements and client satisfaction.
Develops senior level relationships with client, championing business expansion and renewal.
Regularly conducts formal Quality review meeting with clients with a focus on accomplishments, KPIs, actions plans, change management and new opportunities.
Develops, implements and measures a Continual Improvement program, which includes Root Cause Analysis for each engagement which is documented and reported back internally and externally.
On a semi-annual basis, perform a formal Statement of Work Analysis to ensure we are meeting contractual obligations.
Provides training, guidance and mentoring to the on-site team on industry best practices as well as Randstad Technologies and client specific policies and procedures.
Works with the Service Delivery Managers on the selection of staff.
Develops, implements and measures staff training programs focused on improving Customer Service and First Call Resolution.
Develops and monitors staff schedules to ensure optimum coverage based on workload, modifying as necessary.
Serves as an escalation point for client and personnel issues.
Implements and measures compliance with Technology Support Solutions and ITIL Best Practices where applicable.
Ensures all Randstad Technologies and client policies are followed.
Ensures Standard Operating Procedures are documented and current.
Creates Project Plans, Staffs and Manages Additional Work (Laptop/Desktop Deployments, Monitor Deployment, Blackberry/iPhone Upgrades, iPad Deployments, Microsoft Office Deployments, Etc.
Manages IT HelpDesk, Desktop Support, Computer Logistics, Installs, Moves, Adds, Changes and Mission Services.
Delivery Director01/2007 to 01/2009
Responsible for the creation of a 14 person Database Administrator Group and a 20 person HelpDesk for Discover Card in New Albany, Ohio.
I interviewed and hired all of the staff as well as put operating procedures in place for both groups to meet and exceed the service levels of the contract.
Conducts on site status meetings with our onsite managers and Discover Card Management, communicates recommendations for improvement and provide status reports to Discover Card Management.
Configured our Business Continuity plan to meet Discover needs.
Interacted with other Discover technical support groups to improve the flow of communications among teams to improve performance.
Created and maintained formalized standard operating procedures and best business practices to fulfill and exceed our contractual requirements.
Regularly reviewed engagement for adherence to contract, service level attainment, reporting requirements and client satisfaction levels.
Provided all HR administration for assigned staff, including hiring, orientation, performance appraisal, disciplinary actions, transfers and promotions.
Managed 24 by 7 HelpDesk and DBA Group.
Service Delivery Manager01/2003 to 01/2007
Responsible for supervision of staff and execution of services for a Spherion (predecessor entity of Technisource) managed services engagement at JPMorgan Chase Technical Service Center.
Managed a staff of 17 web support analysts, One ID administrator, One implementation leader and One technical writer.
Responsible for monitoring, troubleshooting, documenting and escalating problems or performance degradation for the customer-facing web properties, associated applications and hardware infrastructure to the appropriate technical teams.
Managed and monitor the day to day operations of the Technical Service Center.
Conducted status meetings, communicate recommendations for improvement and provide status reports to JP Morgan Chase.
Created and maintained the Business Continuity plan.
Interacted with other Chase technical support groups, senior technical management, and 3rd Party vendors for problem resolution information.
Created, formalized, and maintained standard operating procedures and best business practices to ensure correctness with site requirements and I.T deliverables for the Technical Service Center.
Developed a strong departmental infrastructure to fully support the growth and rapidly increasing need for technology support at all levels.
Coordinated the addition of new sites by reviewing the impact of each new site from a staffing and workload perspective to ensure proper staffing levels.
Provided all necessary management to ensure availability of the sites 24 hours a day, 365 days a year.
Regularly reviewed engagement for adherence to contract, service level attainment, reporting requirements and client satisfaction.
Provided all HR administration for assigned staff, including hiring, orientation, performance appraisal, disciplinary actions, transfers, promotions, scheduled time off, staff development, and standards of practice.
Managed Technical Service Center.
01/2000 to CurrentCompany Name
Site Technology Manager01/2000 to 01/2003
Responsible for supervision of staff and execution of services for a Spherion (predecessor entity of Technisource) managed services engagement for the Christina school district (Wilmington, DE).
Managed a staff of 11 help desk analysts, desktop support technicians, software application analysts and network administrators responsible for all IT services in the school district.
Managed environment of 76 servers, 6500 computers, 20 district-wide applications and 23,000 user accounts in 31 locations.
Restructured operating procedures for computer installs, which resulted in a 90% decrease in installation time.
Increased service window by working with facilities to gain access to district building beyond normal school hours.
Provided structured training which resulted in a lower turnover rate and allowed promotions from within the organization.
Coordinated activities between Technical Coordinators, Principals, Administrative staffs and Information Technology.
Led the application software search and selection process for Helpdesk and Network management software.
Managed HelpDesk, Desktop Support, Network Administration, Logistics and Software Applications.
Help Desk Manager01/1998 to 01/2000Company Name
Managed a staff of 11 Help Desk Analysts in two locations with responsibility for the daily global operations supporting 7000 employees.
Assisted in managing the relocation of the Helpdesk from Pennsylvania to Delaware.
Reduced costs by building Help Desk PCs in house.
Managed Help Desk training budget.
Trained analysts on soft skills as well as technical skills.
Documented standard operating procedures and best business practices.
Collaborated in the design of the new corporate Help Desk.
Assisted in the new PBX Deployment.
Managed business continuity plan development and maintenance.
Mainframe/Server Computer Operations Supervisor01/1995 to 01/1998Company Name
Pennsylvania State University, Management Information Systems course of study -1987
*STI Certified Help Desk Manager/Help Desk Director -2003
*Help Desk Institute (HDI) Support Center Certified -2007
*ITIL Foundations (IT Service Management) Certificate
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Job Titles Held:
Service Delivery Manager
Site Technology Manager
Help Desk Manager
Mainframe/Server Computer Operations Supervisor
Pennsylvania State University, Management Information Systems course of study - 1987 *STI Certified Help Desk Manager/Help Desk Director - 2003 *Help Desk Institute (HDI) Support Center Certified - 2007 *ITIL Foundations (IT Service Management) Certificate
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