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IT Transition Service Manager Resume Example

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IT TRANSITION SERVICE MANAGER
Career Overview
I am an Information Technology professional with extensive Service Management, Process Management, and Project Management experience. My background includes leading teams, devising timelines for projects, monitoring project standards for all deliverables, creating strategies, and overseeing overall quality of IT Services rendered.
Accomplishments
  • IT Service Management / ITIL = 7 years 8 months Project/People Management = 6 years 9 months Process Improvement = 12 years 2 months Documentation = 10 years 11 months Training = 12 years 7 months Customer Service = 15 years 1 month.
Work Experience
May 2011 to Current
Dell Services Plano, TX IT Transition Service Manager
  • Responsible for working with all support group service areas up to C-Level for data gathering on CMO (current mode of operations) for ITSM tool setup and FMO (future mode of operations) on transition and transformation (implementation) projects.
  • Accountable for gap analysis, testing, verification, and validation of the implemented technical solutions on transition and transformation (implementation) projects.
  • Work with a project team to successfully transition a customer's outsourced managed services from their current IT environment & ticketing system to Dell's solution, as service manager project lead.
  • Responsible for the service management project schedule, supporting people resources, RAIDO matrix, communication, scope, status reporting, and ensuring process and procedures are adhered to, as service manager project lead.
  • Work and partner with the customer, Tool Development & Administration, Configuration Management, Reporting, Infrastructure, and Applications teams to deliver a successful services an.
September 2007 to May 2011
ViewPoint Bank Plano, TX
January 2010 to May 2011
IRA Individual Retirement Arrangement
  • Worked on system release & deployment projects to test and validate data and functionality.
  • Worked on the revision and creation of standard operating procedures (SOPs) and online Knowledge Base Articles (KBAs).
September 2007 to January 2010
Personal Banker
  • Worked with Operations Management on standard operating procedures (SOPs) knowledge base project.
  • Enhanced personal banker workflow resulting in error reduction for new accounts and new loans at the Allen location.
  • Focused on managerial functions including reports, retentions, and branch and teller auditing.
January 2007 to August 2007
Allied Integrated Services Richardson, TX Business Development Manager
  • Conducted meetings, trainings, and demonstrations with customers and prospects.
  • Managed and implemented new Marketing project for products and services.
  • Developed ROI (return on investment) analysis for customers.
August 2006 to January 2007
Technifax Office Solutions Carrollton, TX Account Executive
  • Conducted meetings, trainings, and demonstrations with customers and prospects.
  • Consulting Sales - performed cost, workflow, and needs analysis for customers and prospects.
  • Configuration of equipment based on customer's needs, proposal, implementation of solution.
May 2005 to August 2006
Foley's Plano, TX Area Sales Manager
  • Led and assisted in projects to improve workflow efficiency, customer experience, and product placement.
  • Trained, developed, and reviewed associates.
  • Assisted HR in interviewing, and staffing of associates.
March 2004 to May 2005
Perot Systems Corporation Plano, TX Service Desk Analyst
  • Technical support for six healthcare accounts using clinical and financial applications.
  • Utilized customized version of BMC Remedy Action Request System for Incident and Request Management; helped meet account Service Level Agreements (SLAs).
  • Created and updated Knowledge Base Articles.
July 2001 to March 2004
Mervyn's Plano, TX Logistics Department Lead
  • Trained, developed, and reviewed team members.
  • Assisted HR in interviewing, and staffing of team members.
  • Managed several projects to increase productivity and efficiency with back-stock inventory, floor fill-in, and product placement.
  • Analyzed weekly logistical reports and led projects to decrease overall inventory error rate for the store.
  • Oversaw receiving, logistic operations, technology, and building services.
  • Professional Certifications.
Education and Training
April 2011
Collin College
ITIL RCV (Release Control and Validation). Nov. 2013 ITIL OSA (Operational Support and Analysis). July 2013 ITIL Service Transition. Aug. 2012 ITIL SOA (Service Offerings and Agreements). Mar. 2012 ITIL CSI (Continual Service Improvement). Sept. 2011 ITILv3 Foundations. July 2011 Project Management Certification Series.
Western Governors University
 Business Management Texas (WGU)
July 2015

Bachelors of Science
May 2011
Collin College
Plano, TX Business Management Commercial Music
Associates of Applied Science
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Resume Overview

Companies Worked For:

  • Dell Services
  • ViewPoint Bank
  • IRA
  • Allied Integrated Services
  • Technifax Office Solutions
  • Foley's
  • Perot Systems Corporation
  • Mervyn's

School Attended

  • Collin College
  • Western Governors University

Job Titles Held:

  • IT Transition Service Manager
  • Individual Retirement Arrangement
  • Personal Banker
  • Business Development Manager
  • Account Executive
  • Area Sales Manager
  • Service Desk Analyst
  • Logistics Department Lead

Degrees

  • ITIL RCV (Release Control and Validation). Nov. 2013 ITIL OSA (Operational Support and Analysis). July 2013 ITIL Service Transition. Aug. 2012 ITIL SOA (Service Offerings and Agreements). Mar. 2012 ITIL CSI (Continual Service Improvement). Sept. 2011 ITILv3 Foundations. July 2011 Project Management Certification Series.
    Business Management Texas (WGU)
    Bachelors of Science
    Business Management Commercial Music Associates of Applied Science

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