Versatile manager who thrives in dynamic, challenging and fast-paced professional environments. Assertive and enthusiastic, with extensive knowledge of Service Delivery and an unsurpassed worth ethic.
Highlights
Dedicated
Personable
Flexible
Team building
Process improvement strategies/re-engineering
Internal Relationship building
Strong Client relationships
Great Communication skills
Troubleshooting and problem solving
Fast Learner
Proficient with MS Office applications
Education
Ponderosa High SchoolParker, COExpected in 1996 – –High School Diploma: - GPA:
Accomplishments
Global Windows 7 migration project
Drove disaster support after Sandy Storm in NY
Provided training across multiple accounts to improve Service Levels that were previously in breech.
Assisted in the configuration of a new ticketing tool to be used globally
Provided customized training materials for several ticketing tool systems across multiple accounts
Experience
Hitachi - Tower Service Manager/Business Operations Manager Farmington, CT, 09/2012 - Current
Oversees services being provided from four separate organizations on a large enterprise account
Project Management
Working directly with customers on support issues/concerns (escalations/resolutions)
Gathering data for monthly service performance reviews and performing analysis
Monitoring and maintaining customer satisfaction and contractual service levels
Reporting-Ticket data/Monthly Billing data
Process Improvement
Atos IT Solutions & Services - Deployment Manager City, STATE, 09/2011 - 09/2012
Deployment manager for a global Win 7 migration project.
Managed lead technical resources remotely
Handled scheduling of migrating sites and booking of travel for 30 technical resources globally
Provided reconciled expense reports for customer invoicing globally
Managed over 350K in Site Lead expenses North America/Europe
Setup of on-site training for Lead technicians for a 1 week session
Lead the effort in gathering material from SME for the Site Leads
Created the reference/training manual for the Site Leads
Managed change control for the process manual
Assisted in gathering requirements for build labs for 100+ seat locations
Worked with non-NAM resources to ensure requirements are being met
Placing key resources with permanent job opportunities within the company
Atos IT Solutions & Services-Formerly Siemens IT Solutions & Services - Various Roles City, STATE, 02/2003 - 09/2011
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