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Service Availability Manager Resume Example

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SERVICE AVAILABILITY MANAGER
Professional Summary

Experienced Manager with over 18 years of experience in IT. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Skills
  • Administrative, Presentations
  • Agency, Processes
  • Benefits, Proofing
  • Budget, Proposals
  • Change Management, Proposal
  • Clients, RFP
  • Client, Risk management
  • Delivery, Scheduling
  • Direction, Spreadsheets
  • Directing, Staffing
  • Editing
  • Team Lead, Workflow
  • Meetings
  • Messaging
  • Microsoft Office suite
  • Documentation Management
  • Team management
  • Supervision
  • Project organization
  • Relationship development
  • Agency, Presentations, Workflow
  • Benefits, Process improvement, Work-flow
  • Budget, Processes
  • Change Management, Procurement
  • Clients, Proofing
  • Client, Proposals
  • Delivery, Proposal
  • Direction, Quality
  • Directing, Receiving
  • Documentation, RFP
  • Editing, Risk management
  • IBM, Scheduling
  • Team Lead, Six Sigma
  • Legal, Service Level Agreements
  • Managing, Spreadsheets
  • Meetings, Staffing
  • Messaging, Supervision
  • Microsoft Office suite, Team management
  • Process improvement
  • Administrative, Monitors, View
Work History
Service Availability Manager, 04/2016 to Current
Company Name – City, State
  • Optimized the availability of IT infrastructure, systems, and services to meet the commitments IBM has made to its clients in a cost-effective manner.
  • Responsible for managing five teams within IBM for the Amtrak account.
  • Delivered an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration.
  • Provided integrated management and coordination of Incident Management, Problem Management, Change Management, and Availability Management processes.
  • Utilized technical and client environment knowledge to assure services and components are designed and delivered to meet their availability targets.
  • Provided a holistic view of the client's environment and make recommendations to improve overall service.
Dispatcher, 04/2013 to 04/2016
Company Name – City, State
  • Took over responsibility for a ticket queue that had one hundred and fifty-seven backlog tickets which in three weeks' time was brought down to a more manageable size of fifty-seven tickets.
  • In another two weeks all, backlogged tickets were completed, and the queue has been holding steady at the normal ticket flow.
  • Ensured all work entered into ticketing system, Service Level Agreements were met, and turnover with primary shift / beginning and end of shift.
  • Analyzed all incoming work thereby deriving a solution that optimized the execution on a continual basis.
  • Continually matched workload and resource skill to optimize pool execution.
  • Led the implementation by training the team on recommended processes and monitors compliance of new processes.
  • Identified and assessed skills of team members and maintain overview on staffing availability.
  • Led resolution of issues and/or, collection of project requirements process for pooled accounts and takes ownership for assessing issues or receiving detailed requirements and documentation.
  • Analyzed metrics to identify trends, makes recommendations to improve operations.
Project Manager, 09/2011 to 07/2014
Company Name – City, State
  • Responsible for leading a project team in delivering a solution to the client using the appropriate business measurements and terms and conditions for the project according to the project charter, project agreement or contract.
  • Overall performance responsibility for managing scope, cost, schedule, and contractual deliverables, which includes applying techniques for planning, tracking, change control, and risk management.
  • Responsible for managing all project resources, including subcontractors, and for establishing an effective communication plan with the project team and the client.
  • Provided day to day direction to the project team and regular project status to the client.
  • Responsible for Assessment preparation.
FMLA Specialist I, 08/2010 to 09/2011
Company Name – City, State
  • Analyzed reported Family Medical Leave (FMLA) requests; make determinations based on state and federal regulations; and ensure that on-going claim management is within company service standards and industry best practices.
  • Established FMLA claims; tracks and codes documentation in accordance with internal work-flow processes.
  • Analyzed FMLA claims to determine eligibility and certification in compliance with state and federal regulations.
  • Identified action plan; determined benefits due; and made timely case decisions based on service expectations as established by the client.
  • Communicated decisions and on-going expectations with claimants and clients.
  • Maintained professional client relationships.
  • Supported the organization's quality program(s).
Education
Bachelor of Arts: EnglishSt. Mary's College of Maryland - City, State
Bachelor of Science: SociologySt. Mary's College of Maryland - City, State
Associate of Arts: General StudiesCollege of Southern Maryland - City, State
Associate of Applied Science: Paralegal Studies
Lean Six Sigma Awareness Training JPAS Training SPAWAR Information Assurance Computer Course Performance Based Contracting Course. Managing Ethical and Legal Risks in the Rapidly Changing Procurement Environment
Certifications

Lean Six Sigma Awareness Training

JPAS Training

SPAWAR Information Assurance Computer Course

Performance Based Contracting Course.

Managing Ethical and Legal Risks in the Rapidly Changing Procurement Environment

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Resume Overview

School Attended

  • St. Mary's College of Maryland
  • College of Southern Maryland

Job Titles Held:

  • Service Availability Manager
  • Dispatcher
  • Project Manager
  • FMLA Specialist I

Degrees

  • Bachelor of Arts : English
    Bachelor of Science : Sociology
    Associate of Arts : General Studies
    Associate of Applied Science : Paralegal Studies
    Lean Six Sigma Awareness Training JPAS Training SPAWAR Information Assurance Computer Course Performance Based Contracting Course. Managing Ethical and Legal Risks in the Rapidly Changing Procurement Environment

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