Director - Operations
Smart Technology Solutions
Total years of experience :22 years, 10 Months
Restructured Operations for maximum efficiency and profitability
Created new Communications standard and policy with measurable enforcement of compliance
Redesigned operational process, procedures and standards
Implemented new employee performance evaluation process
Redefined Budgeting Process and Procurement process with quality controls and cost efficiency standards
Management of all projects and deliverables - implemented new service standards with monitoring milestones, meeting project schedules and phase deadlines
Management of Project completion - On specifications, on budget and on time
Management of Knowledge base - creation of knowledge documentation and policies
Manage all day to day operations - projects, service, support, sales, finance, procurement, customer service, HR and employee performance
Manage Sales process - defining business requirements and overseeing RFP's
Created new culture, vision and mission for the firms overall operation
Navigant Consulting, Chicago, IL 01/06-07/14
Senior Manager - Service Operations
• Manage Service Operations providing 24/7 support to all personnel -3000 users worldwide
• Build and Manage Service staff - training, performance management and career development
• Restructured support model to comply with the ITIL framework and service standards
• Defined service level standards SLA/OLA for the entire IT department including project service levels
• Manage Service Level (SLA/OLA) compliance and constant service improvement
• Extensive use of ITIL compliant tools for operations and metrics - ACD, IVR, Active Directory
Cisco Call Manager/ Call Center/Reporting, ServiceNow, Exchange/Outlook/Lync Admin, MS Office
• Preparation and analysis of service and performance metrics and reported to senior leadership
• Knowledge Base management - manage creation of user and support documentation (instructions, procedure, escalation matrix, FAQ's, support processes and resolutions)
• Build strong relationships with senior leadership, business units, process owners, technical staff, subordinates and end users
• Manage client support and effectively communicate solutions and procedures to clients and staff - including firm-wide communications and notifications
• Manage Service Delivery for new hire on-boarding, orientation/training, user termination - user accounts, email, phone/voicemail, asset tracking and peripheral requests, software requests and mobile device access and support
• Manage deployment, support and training - Windows XP conversion to Windows 7, Everdream Control Center (ECC) to System Center Configuration Manager (SCCM), Domino to Exchange, Lotus Notes to Outlook/Lync, SharePoint deployment, PeopleSoft deployment, ServiceNow deployment
• Service Desk Key Performance Indicators - Average Speed of Answer Abandon Rate First Call Resolution
Industry Standard 62 Seconds 6% 73%
Abbott Laboratories, Abbot Park, IL 05/05-01/06
Corporate IT Desktop Support Manager
• Manage team of 15 technical support engineers at Global corporate helpdesk; including performance management and productivity reporting
• Level 2 support for troubleshooting VPN connectivity and resolve hard/soft token issues
• Trained technical support team on system and application issues, including creation of documentation; phone and desktop support
• Maintained escalation matrix - raise all issues in Remedy ticketing system, including escalation to appropriate group, if necessary
BP/Amoco, Naperville, IL 05/03-03/05
Global Traction Systems Administrator-Project Manager
• Rollout of Traction application companywide to all office and factory/refinery locations
• Co-managed worldwide Level 2 support efforts for proprietary web application - Traction (Web based Global Health and Safety Reporting System/BP Amoco - 200, 000 users worldwide)
• Determine cause and resolution for system defects and discrepancies for further development
• Worked closely with developers to update, maintain, troubleshoot and test the Traction system
• Provided Global system/user training and support for worldwide Traction users and local administrators
• Created user and administrator documentation (instructions, usage procedure, FAQ's, support processes)
ESkye.com, Lisle, IL 04/01-05/03
Systems/Network Administrator
• Provide helpdesk and desktop support for over 300 users
• Creation of Web, File, File Transfer (FTP) servers on Windows 2000 platform
• Administration and support of local servers (win2000/NT4) and local Clients (win2000/NT4)
• Maintenance of server hardware and software (HP Net server line), including daily backups
• Administration of FTP user accounts and accounts database