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ITSM Consultant Resume Example

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ITSM CONSULTANT
  • www.linkedin.com/in/EricRodriguezITSM
Professional Summary
Cutting edge IT executive with an entrepreneurial spirit, strong business acumen and record of success in delivering solutions to operations, cost management and risk reduction issues.
Work History
ITSM Consultant01/2016 to 08/2016
Procellis Technology, Inc. – Minneapolis, Minnesota
  • Spearheaded expansion and development initiatives in company becoming a Managed Services Provider.
  • Analyzed industry trends and compiled market research data to inform planning and strategy.
  • Designed the financial model for a new managed services business unit.
  • Assessed vendor products and built relations for repackaging services.
  • Educated sales team on selling managed services.
  • Directed targeted marketing efforts that introduced new products and promoted product visibility.
  • Optimized the company website and the main company blog to boost web traffic visibility.
Sr. Account Manager01/2015 to 01/2016
Applied Tech (Purchased Driven Technologies, LLC) – Madison, Wisconsin
  • Maintained high level, executive contact with Driven Technology accounts, focusing on transitioning clients to Applied Techs business model. 
  • Successfully identified clients in assigned portfolio that presented the best opportunity for growth and focused time and resources accordingly.
  • Supplied continuous client feedback to management for new and improved services requests.
  • Collaborated with the project, accounting and support teams to launch projects on time and within budget.
  • Prospected to obtain new accounts while maintaining relationships with existing accounts.
Director of IT Operations03/2004 to 12/2014
Driven Technologies, LLC – Kronenwetter, Wisconsin
  • Delivered on-site and remote IT technical services to 300+ clients with 7 technical staff.
  • Instituted Information Technology Service Management (ITSM), Standard Operating Procedures (SOP's) and Information Technology Infrastructure Library (ITIL) for company technical staff and clients.
  • Maintained service margins above 20% for 10 years by continuously enhancing client service offerings, keeping updated with new technologies and overall IT governance.
  • Continuous people-oriented leadership, mentorship and education with technical staff.
  • Implemented Business Intelligence (BI), Key Point Indicators (KPI's) and analysis systems to manage client and company growth.
  • Implemented comprehensive tracking processes to monitor client project progression and performance.
IT Manager2002 to 03/2004
Computer Network Services, LLC – Wausau, Wisconsin
  • Developed and implemented managed service offerings to increase client uptime and company billable hours.
  • Created company product standardization deliverables for sales team and trained technical engineers to be pre-sales engineers.
  • Assessed, defined and documented scope of work for projects.
  • Performed system analysis, documentation, testing, implementation and user support for platform transitions.
  • Served as a subject matter expert in the areas of system administration and networking.
Director of Information Technology1998 to 2001
Ripcord Systems, Inc – Seattle, Washington
  • Executive team member that established and executed the global strategic direction of information systems and technological endeavors.
  • Effectively managed a $2M IT global budget.
  • Identified and proposed new technologies to improved business processes and decision making.
  • Designed, implemented and operated $1.2M global data centers in Seattle, WA, and London, UK.
  • Created and maintained a development environment that allowed maximum creativity for developers while securing inventions, software development and patent ideas.
Education
Bachelor of Science: Information Technology—Network AdministrationCurrentWestern Governors University-
  • Coursework in Computer Science and Information Technology
Associate of Applied Science: Computer TechnologyNorth Harris Community College- Houston, Texas
  • Associate's Degree
Certifications

Cisco Systems

  • SAEXS: Express Security New Generation Firewall Engineer                                                                             2016 - 2021
  • SMBEN: Small and Midsize Business Engineer                                                                                                   2016 - 2019

Microsoft

  • MTA: Networking Fundamentals                                                                                                                      2013 - Present
  • MCPS: Microsoft Certified Professional                                                                                                           2013 - Present

CompTIA

  • CompTIA A+ Certified CE                                                                                                                                    2015 - 2018
  • CompTIA Network+ Certificate CE                                                                                                                      2015 - 2018
Affiliations

Chief Information Officer Network Member                                                                                                              2014 - Present

Project Management Institute Member                                                                                                                       2016 - Present

CompTIA Member                                                                                                                                                      2006 - Present

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Resume Overview

Companies Worked For:

  • Procellis Technology, Inc.
  • Applied Tech (Purchased Driven Technologies, LLC)
  • Driven Technologies, LLC
  • Computer Network Services, LLC
  • Ripcord Systems, Inc

School Attended

  • Western Governors University
  • North Harris Community College

Job Titles Held:

  • ITSM Consultant
  • Sr. Account Manager
  • Director of IT Operations
  • IT Manager
  • Director of Information Technology

Degrees

  • Bachelor of Science : Information Technology—Network Administration Current
    Associate of Applied Science : Computer Technology

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