ITIL Trainer Resume

Title
ITIL Trainer

Primary Skills
Project Management, ITIL Training, Help Desk, Team Leadership, Process Improvement

Location
US-TX-Austin

Posted
May-09-09


ITIL Instructor * ITIL Consultant
Project Manager * IT Management Professional

PROFILE
Talented and accomplished IT professional,
certified Project Management Professional,
and certified ITIL Expert with proven record of
success in IT operations management, project
management, and ITIL instruction and
consulting. Adept at directing technology
teams and programs, leading technology
implementations and system integrations, and
managing information security functions.
Background includes call center, help desk,
and asset management. Excellent problem-
solving skills. Multiple certifications,
including ITIL, help desk manager, software
asset manager, and technical trainer.

Areas of Expertise
IT Operations * Project & Program Manager
ITIL Processes & Methodologies
Strategic Planning * Technical Training
Voice Communications * Technology Integration
Technology Licensing * Needs Assessment
Rightsizing * Budget & Cost Control
Systems Integration * Systems Security
Systems Acquisition * Technology Evaluation
Rapid Application Development (RAD)
Leadership * Vendor Relations * Coaching
Consulting * Service Delivery
Process Improvement * Call Centers


PROFESSIONAL EXPERIENCE

PINK ELEPHANT
Burlington, Canada * 2005-2009
IT Management Consultant
Instructed ITIL Foundation and Practitioner
classes for world's Number One supplier of
ITIL and ITSM conferences, education, and
consulting services. Reviewed course and
conference materials and approved for
posting on PMI's website. Carried out
marketing of additional services to clients and
class attendees. Identified areas for improving
instructional efficiency.

Major Achievements:
* Facilitated revenue growth by
recommending registration of courses
with PMI. Posting on PMI website
resulted in additional enrollment.
* Improved sales process by re-
engineering attendee sign in process to
enhance records-keeping.
* Recognized for maintaining average
class pass rate of 95% or better (higher
than average).
* Achieved average customer satisfaction
rating of 92%, 12% higher than company
average.
* Instructed classes nationwide for
companies such as Dell, MCI, Hallmark,
Shell, SAIC, Accenture, Merck, Cisco,
Ebay, Allstate, JC Penny, Sony, and
many others.

TEXAS GUARANTEED STUDENT LOAN CORPORATION
Round Rock, Texas * 1996-2005
Team Leader of Technology Teams (1996-2005)
Managed internal IT help desk for fourth-
largest student loan guarantor in US.
Supervised staff of 5 who provided first level
incident resolution and escalated incidents to
appropriate IT support personnel. Directed
deployment of new hardware, including PCs,
phones, pagers, cell phones, and Blackberries
to end users. Led 4-person PBX support
team. Maintained systems for 800 end users.
Member of Intranet content implementation
and move teams.

Major Contributions:
* Directed ITIL-based configuration
management, change management, and
release processes.
* Planned and led successful PC refreshes
every 2 years to maximize productivity.
* Implemented internal help desk,
Blackberry technology, and new PBX
systems.
* Reduced telecom costs $40,000 per year
through process improvements.
* Enhanced staff performance levels
through continuing technology training.
* Introduced standardized
move/add/change process and new hire
process.

Team Leader, Corporate Records
Retention (1996-1997)
Oversaw records retention and project teams.
Developed schedules. Trained Records
Retention Committee. Developed policies and
procedures.

Major Contributions:
* Effectively supported ITIL Configuration
Management process.


EDUCATION

Masters in Organizational Leadership & Ethics
St. Edwards University
Austin, Texas

BS in Education
East Carolina University
Greenville, North Carolina

CERTIFICATIONS & TRAINING

PMI Certified Project Management
Professional (PMP)
ITIL Foundation Certification in IT Service
Management (V2 & V3)
ITIL Certified in Service Delivery
ITIL Certified in Service Support
ITIL Certified in Operational Support &
Analysis
ITIL Certified in Practitioner Support &
Restore
ITIL Expert
Certified Software Manager
Certified Help Desk Manager
CompTIA Certified Technical Trainer
Certified in Integrating People Process &
Technology
Certificate in Telephony Bill Review

COMPUTER SKILLS

MS Office, Project, Visio, Peregrine

AFFILIATIONS

Project Management Institute (PMI)
Help Desk Institute
Past Member of Austin Contact Center
Alliance, Austin Chamber of Commerce
Past Member of ARMA (Association of
Records Managers)
Past Member of AIIM (Association of
Information Image Management)

Certifications
See above


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