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Click here or scroll down to respond to this candidateCandidate's Name Street Address Ashton Village Ct . Spring, TXStreet Address
Cell - PHONE NUMBER AVAILABLE Areas of Expertise|A+ Certified |Time Management |Quality Management ||Risk Management |Customer Needs Assessment |Training and Development ||Customer Surveys |Development of Policies |of Employees || |and Procedural changes |ITIL and HDI for Managers |Professional ExperienceInternational IT Service Center ManagerFrank's International - September 2013 - May 2015 . Manage the Onsite Desktop support effort for both domestic and International sites, both onshore and offshore. Responsible for managing 15 technician's workload through the service management process, monitoring ticket queues and responding timely to new tickets. Also track outstanding tickets and contact users informing them of ticket progress and escalations in order to meet the Customer Service objective. . Hands on Manager to include but not limited to configuring computers, printer, scanners, and other peripherals. Imaged computers utilizing KACE. . Build and sustain relationships with local site management and leadership, including executive committee. . Oversee a team providing support services related to local site applications, printers, voice, LAN, IT Security / compliance, Asset Management and project support delivering within agreed Customer Service Level Agreements. . Promotes self-service tools, knowledge repository, service desk enablement and training as mechanisms to improve end-user satisfaction and reduce costs. . Point of contact for IT service requests and the resolution of incidents, in addition to, providing local site training in standard desktop and local applications. . . Responsible for hiring and maintaining a proficient staff for both helpdesk and desktop support along with performance reviews. . Responsible for timely handling, proper classification and diagnosis, and ticket data quality. I am involved in ticket follow-up activities (reviews) and define work instructions for resolving through the service management process.IT Quality Control ManagerDYONYX - February 2008 thru August 2013 . Review of Information Technology Services Organization resources to determine staffing needs for reorganization - interviews performed with Data Center Operations, Service Desk, Desktop Support, Technical Applications Support and Security team members. . Identified all functional responsibilities of each team and determined gaps, functional redundancy across teams and certifications held by IT as an organization. . Created new Organizational Structure based upon IT Strategic Plan Service Delivery goals and functional responsibilities with assigned resources. . Defined and created all job descriptions for service desk. . Created Incident and Crisis Management processes for Information Technology Services Organization in accordance with ITIL best practices. . Created SLA for Service Center Organization based on "Time to Respond" and "Time to Resolve" target metrics. . Defined business requirements for the implementation of a new Service Management System. . Evaluated Cherwell, MS System Center Service Manager & Remedy to determine the best fit for environment and strategic efforts . Tracking, analyzing, and leading initiatives for all quality & customer complaint issues within the Service desk. . Provide day-to-day leadership to QA Department.IT Services Supervisor/Trainer Baker Hughes - December 2001 thru February 2008 . Coordinate Windows support efforts of Help Desk personnel. . Oversee day-to-day support activities including problem resolution, request fulfillment and software maintenance. . Responsible for assuring internal customers are provided efficient timely support in a 24x7 environment. . Responsible for validating that all Windows desktop/laptop systems meet Enterprise standards. . Escalation resource for Help Desk support staff in a 24x7 environment. . Maintained a central knowledge base of information. . Management of Windows desktop/laptop hardware and software vendor relationships. . Manage department budget, staff schedules, task assignments, and project deliverables. . Managed Help Desk staff including consultation on performance reviews, promotions, hiring and disciplinary responsibilities. . Maintained reporting and enforced IT Support SLA. . Ensured that decisions made to improve the overall customer support of the Help Desk are continually carried through. .Education Stephen F. Austin State University, Nacogdoches, Texas Concentration in Business La Porte High School, La Porte, Texas College Preparatory - Graduated with honors Comp-U-Tech, The Woodlands, Texas A+ certified computer technician ITIL Certification Version 3 - June 2008 HDI Support Center Manager Certified November 2009 |
