ITO Service Delivery Consultant Change Coordinator Resume Example

Documented process flows and developed requirements for functional improvements and enhancements.Conducted activity-based analysis of business processes and made recommendations based on the findings.Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient.

• Collaborated with Project Management and Service Delivery Technical Teams to add new; upgrade or decommission existing servers, databases, applications and network in the Operations Data Center.
• Monitored and archived Request for Change tickets and required documentation to present at Sarbanes Oxley bi-annual audits.

• Reviewed global and regional software contracts, to provide summary reports to stakeholders.
• Allocated Microsoft Enterprise Agreement licenses per region and provided usage validation to IT Supply Managers.
• Conducted monthly training sessions for global buyers and provided first level support of the Ariba Purchasing Tool.
• Reviewed requests for proposal and provided feedback to determine vendor capability for cataloging and support of IT supplies under $1,000 for the North America region.
• Represented Supply Management team on a project to realign and integrate Service Management processes across IT, based on ITIL methodology.

• Identified "bottlenecks" and implemented new and improved processes and policies.Documented process flows and developed requirements for functional improvements and enhancements.ve and functional workflow.
• Provided temporary work around for immediate assistance to fulfil requests, followed by root cause investigation to eliminate future occurrences.
• Collaborated with new prospective outsourcing partner and provided process mapping to help develop and launch an automated Web Request system.
• Represented the Request Management Team in the Sarbanes Oxley initiative.

• Provided first level troubleshooting, training and resolution of software, hardware, network and telephony issues.
• Escalated to second and third level support.
• Selected for a three month assignment in Ireland, to assist with the migration of Service Center operations to an outsourcing partner.

• Hired to capture data to support the development of a new module in the existing Incident Management Tool.
• Supported the integration to expedite requests which led to enhanced customer service and raised end user satisfaction scores.
• Processed employee phone and email requests for hardware, software, telephony, new hires, domestic and international transfers.
• Collaborated with Customer Management, Business Engagement, Project Management, HR, Commercial Services, and Desk side Technical Support to fulfill requests.

Identified process boundaries and determined opportunities to automate processes and functions.Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient.Conducted activity-based analysis of business processes and made recommendations based on the findings.Documented process flows and developed requirements for functional improvements and enhancements.

• a small manufacturing plant in Bridgeport, CT. Started on the production floor assembling computer cables. After one year promoted to Production Manager, three years later Office Manager, two years later final role as General Manager. Responsibilities included: supervision of up to 35 office, manufacturing, and shipping personnel, customer service, inside phone sales, purchasing, invoicing, HR and payroll.
• I opened and closed the business on behalf of the owners.
• I encouraged them to invest in computers for the office and instituted inventory control, which lead to a more streamlined operation and cost savings.
• I was also a management representative for the ISO 9000 initiative.