Skills Development

Strategic Planning & Process Innovation

  • Strategic Planning
  • Project Management
  • Executive Communication
  • Integrated Infrastructure Management (ITIL)
  • Business Process Analysis & Optimization
  • Requirements Gathering
  • Timeline - Status Meetings

Technical/Sourcing

  • On/Near/Off - Shore ITIL based Service Desk Management
  • ITIL Implementation and Transition
  • Training & Staff Development "Future Proof Service Desk"
  • Effective at balancing on-shore, near and off shore operations
  • Driving Top Quartile performance through Benchmarking and Metrics
  • Applying Time Table Goals that Effectively Drive Performance

Client Management & Project Management

  • Microsoft Office 2003-2010
  • Microsoft Project 2007
  • Microsoft Visio 2003

Objective

My immediate plans are to secure a Project Manager position within Information Services where I can drive efficiency, integrity and excellence to company goals through leveraging my strengths in:

1. Process improvement utilizing best practices2. Place and prioritize improvement programs and projects based on corporate strategic objcetives3. Developing a "cost saving" business culture, emphasizing the responsibility by each member of IT to be a steward of comapny assets; treating these assets as though they were from our own pocket.

Summary

ITIL V3 Foundations certified IT specialist experienced in the management of ITO client objectives; driving business value from discovery, implementation and on boarding to IT maturity, continual service improvement and business value analysis.I am responsible for driving process improvements which align strategy and support the Operations team. I am active in the design of processes that improve efficiency and effectiveness to both service support units and client end user computing base.I work with IT leaders and business managers to improve existing processes, operational strategies and reduce roadblocks for internal groups impacted by change. My duties include communication management, process improvement and development, team leadership, project management, systems analysis, change control, surveying and reporting, effective communication and exchange with internal customers and external client business management. This role is viewed internally and externally as both a process expert and subject matter expert across multiple disciplines and I act as an internal consultant and advocate.

I have directly managed projects in the transition of Windows 7 and Office 2010 deployment. Revenues in excess of $100,000 were generated with the success of these 1-2  month quick projects. All project goals were achieved and in addition; the client's executive leadership recognized my ability to deliver on time, under budget and increase their customer satisfaction during the transition.

Work History

Work History
Apr 2009 - Present

Continuous Service Improvement Advocate

CompuCom Systems Inc
  • Identify and resolve service-related issues
  • Maintain service review meeting frequency as defined during implementation
  • Maintain and ensure accuracy of all Client-specific data and procedures, including Client quick references, transfer and escalation databases, Problem Management System data and Frequently Asked Questions (FAQs)
  • Facilitate prompt resolution of Client change requests, as defined in the Change Control Process agreed during implementation
  • Assign roles and maintain project plans around Windows 7 & Office 2010 deployment projects for clients, while meeting revenue goals established by Service Delivery
  • Create project plans and establish concrete deliverables to corporate IT leadership for transition and implementation projects. These projects closed on-time and on budget.
  • Identify system performance issues with internal CRM system, link issues to lost time, estimate lost productivity tied to issues and relate labor dollars lost due to system issues saving the company over $50,000 in 2009
  • Manage contract renewal procedures
  • Conduct quarterly business reviews to highlight Service Levels and improvement initiatives
  • Gather requirements based on additional support or new enterprise level application deployment
  • Conduct UAT and Change Approval project meetings involving Windows 7 and Office 2010 deployment
  • Provide action plans based in Microsoft Project to address all IT end user based service issues to the Director of IT, CIO and COO.
Jan 2007 - Apr 2009

Senior Technical Support Technician

CompuCom Systems Inc
  • General maintenance tasks, troubleshoots and, repairs computer systems and peripheral equipment
  • Basic computer hardware and software installation via Altiris deployment
  • Ensure all systems work properly and end-user downtime is kept to a minimum
  • Accept all escalated 2nd level support requests from helpdesk to ensure proper documentation, provide further troubleshooting with additional administrator rights and engage vendor support for 3rd level escalated support requests
  • Maintain support documentation, improve quality on existing support documentation and provide training for 1st level new hire helpdesk support analysts
  • Develop and maintain client support tools, procedures and documentation requirements to provide clean support service request escalations

Education

Education

References

References

Gary Vance

Gary was my Sr. Operations Manager for 2 years and became one of my mentors as I developed a career path in IT.

Greg Reeves

Greg was my initial hiring manager. I worked with him for 2 years before being promoted to my current position.

Saeed Kalantar

Saeed is a driven and technical team manager that demands accountability and integrity from each member of his team.