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IT Client Services Manager Resume Example

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IT CLIENT SERVICES MANAGER
Summary
Strategic Information Technology (IT) leadership professional successful at defining enterprise infrastructure and customer requirements. Offering eight (9) years of extensive IT Operations Management, guidance, leadership, governance, and service level management including disaster recovery and incident response. Effective leader experienced in developing employees, process improvement, training, and streamlining operations. Known for transforming IT organizations while supporting enterprise users and infrastructures.
Experience
01/2014 to Current
IT Client Services Manager PNM Resources － Albuquerque, NM
  • Develop and implement an overall long-term service plan for Client Services and Infrastructure organization.
  • Vision and strategies created to better align the IT organization.
  • Understand and implement Security policies on all enterprise workstations, define patching process, and vulnerability management (ISO 27000, ISA, and COBIT).
  • Gather requirements and develop solutions based on the needs of the user.
  • Evaluate, select products, and deliver technological solutions for the environment.
  • Serve as a technical resource to project and contracting teams to provide solutions to complex problems.
  • Provide effective management of the project portfolio while enforcing corporate policies, standards and methodologies in support of the matrix environment.
  • Participate as key member of Management Team to develop, coordinate, and execute overall Information Technology and Business Plans.
  • Serve as a key member of a governance committee to measure the value of IT to the enterprise.
  • Evaluate and select enterprise standards that include hardware and software.
  • Development and modification of Service Now IT Service Management tool.
  • Create and establish Operational Level Agreements (OLA) with external vendors and internal departments.
  • Ensure responsibilities assigned to end user computing support groups are managed and completed within targets outlined by the SLA; assist in the development, maintenance, implementation, and changes to the SLAs.
  • Act as a primary point of contact for escalations in times of major system outages, supplier issues, conflict resolution with customers, and incident response if necessary.
  • Consult with Executives, Directors, and all levels of Management regarding operations and departmental needs.
  • Develop and assist with Disaster Recovery practices to ensure business continuity.
  • Assist in overseeing restoration of services and participate in after action meetings.
  • Responsible for $1 million hardware and equipment budget annually while working within capital budget policies.
  • Form effective partnerships, relationships, and negotiate agreements with outside service providers.
  • Review current operations and focus on continual service improvement methods to produce efficiency gains and support.
  • Responsible for management of assets in the environment which includes multiple end points that reside on the corporate network.
  • Hire, train, and continuously develop experienced IT professionals.
  • Responsible for ensuring security compliance and driving security standardization in alignment with corporate and regulated security directives.
  • Oversee technology lifecycle management for all systems, hardware, and applications.
  • Drive the technical development and enhancement of customer support systems, desktop functionality, and technology platforms.
  • Review current processes and implement new methods that will improve service delivery and outcomes through effective discovery and working with end user to define and develop solutions.
  • Participate and work collaboratively as an incident management team leader or member.
  • Make emergency change management decisions and approvals.
  • Manage groups that may include project managers, project coordinators, consultants, and technical personnel.
  • Responsible for successful completion of multiple projects within PNM and ensure the projects remain on track and within the designed schedule.
01/2008 to 01/2014
IT Program Manager The Kemtah Group, Inc － Albuquerque, NM
  • Communicate and collaborate with executive level management to deliver on business strategy and measure the value of IT.
  • Implementation of the labs strategic plans.
  • Work with senior leadership team to manage overall program risks through execution of mitigation plans and development of contingency strategies.
  • Establish and maintain overall governance structure, standards and processes for the program utilizing and enhancing existing administrative, reporting and financial processes.
  • Provide managerial support to both Sandia Service Managers and contract employees.
  • Resource and capacity management.
  • Primary escalation point for escalated IT issues such as major outages and conflict issues that may arise with customers.
  • Alert creation and monitoring.
  • Communicate outages and provide detailed summary of the event.
  • Provide communications and transparency regarding program status to program sponsors, Executive Committee, Project Steering Committee, and other stakeholders.
  • Develop and Implement new IT policies.
  • Negotiate and develop SLA and OLA agreements with participating support groups.
  • Ensure SLA agreements are met consistently and work is performed efficiently through ITSM ticketing tool, call monitoring, and quality assurance.
  • Screen, hire, and train new employees.
  • Manage, motivate, and develop highly dynamic IT professionals daily and implement new processes and procedures to drive metrics, increase efficiency, and increase productivity.
  • Mange internal and external projects which help streamline the overall IT infrastructure at Sandia National Labs.
  • Planning, organizing, and controlling resources during projects.
  • Participate in projects outside of Client Services.
  • Develop and maintain working relationships with Sandia staff and other contracting companies.
Education and Training
2017
Doctoral Degree: Progress, Information Technology Management Information Security and Assurance Walden University Progress, Information Technology Management Information Security and Assurance 3.8
2014
Master of Arts: Information Technology Management Webster University Information Technology Management Top 3% of class 3.92
2011
Bachelor of Science: Information Systems and Technology University of Phoenix Information Systems and Technology 3.5
ITIL v3 Foundations Certificate (2015)
Skills
Active Directory, administrative, streamline, budget, Business Plans, Business Process, business strategy, Change Management, hardware, Computer Operations, conflict resolution, Client, customer support, Delivery, Disaster Recovery, driving, financial, focus, Information Technology, Innovation, ISA, ISO, ITIL v, Leadership, team leader, managerial, meetings, enterprise, network, organizing, Organizational, personnel, policies, processes, Project Management and Planning, quality assurance, Relationship Building, reporting, SLA, Strategy, Strategic, strategic plans, Vision
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Resume Overview

Companies Worked For:

  • PNM Resources
  • The Kemtah Group, Inc

School Attended

  • Walden University
  • Webster University
  • University of Phoenix

Job Titles Held:

  • IT Client Services Manager
  • IT Program Manager

Degrees

  • Doctoral Degree : Progress, Information Technology Management Information Security and Assurance
    Master of Arts : Information Technology Management
    Bachelor of Science : Information Systems and Technology
    ITIL v3 Foundations Certificate (2015)

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