Resume of Help Desk Manager

Title
Help Desk Manager

Primary Skills
Extensive experience in managing both large and small Help Desks providing both Hardware and Software support.

Location
US-IL-Oak Brook

Posted
Jan-07-08


Summary

Diverse, well rounded, and innovative Information Technology professional with proven performance in the planning, design, and implementation of IT Infrastructure projects. Extensive experience in managing both large and small Help Desks providing both Hardware and Software support. Managed internal and out-sourced Help Desks, Information Centers, and Customer Support areas. Significant capability to manage multiple projects while working with customers and peers at all organizational levels. Delivered bottom line results through metrics development, process improvements, cost reduction, and standardization. Broad vendor management expertise. High energy and team oriented leader who combines a reputation for integrity and quality with excellent interpersonal communication skills.

Professional Achievements

Zebra Technologies, Vernon Hills, Illinois 2006-Apr2007
Zebra is a $ 900 million specialty printing solutions company with 2500 employees worldwide.

Global Help Desk Manager - Consulting Contract - (2006 - Apr2007)
Responsible for the Re-Engineering of the Global Help Desk in preparation for Out-Sourcing the entire function.

* Tasks included, increasing/changing staff, setting Service Levels, developing process improvements and establishing a Knowledge Base function, and documenting procedural guidelines for ISO compliance and vendor interaction resulting in over 100% increase in Same Day Resolution for all incidents.
* Implemented IPCC (Cisco IP Contact Center) including intelligent call routing, ACD functionality, call queuing, and consolidated call reporting
* Collaborated with Senior Management to develop the Global Help Desk strategy.
* Call Center Tracking Software / CRM - (Vantive - PeopleSoft ) Support functionalities to effectively manage planned and unplanned first level support
* Wrote Request for Proposal, response evaluation criteria ("Scorecard"), and evaluated responses.

Hospira, Lake Forest, Illinois 2005-2006
Hospira is a $ 2.5 billion health-care company with 13,000 employees worldwide.

Service Level Manager - Hospira System Support Center - Consulting Contract - (2005 - 2006)
Responsible for the migration of both domestic and international Abbott business and manufacturing locations to the Hospira Global Support Center.

* Standardized the consolidation process by developing a Service Management document and a Site-Specific Checklist that served as templates for data collection and the vehicle for converting this information for use in the Help Desk's Knowledge Base. This enabled Help Desk agents to spend less time resolving customer issues.
* CRM / Call Tracking Software (Service Desk) - Used for conforming to Service Level Agreements, Self-Service, and Metrics.
* Planned and implemented a self-service password reset tool. This included working with regional IT managers to ensure all areas of cost avoidance were targeted and that all international language issues were addressed. This resulted in a significant reduction of call volume for password resets.


Baxter Healthcare, Deerfield, Illinois 1995-2005
Baxter International Inc. is a $ 9 billion health-care company with 51,000 employees worldwide.

Manager North American Help Desk Operations (1999 - 2005)
Reported to the Global Vice President of Infrastructure & Operations. Responsible for the design, development, implementation, and operational administration of Baxter's North American Help Desk which provided a single point of contact for approximately 20,000 internal customers. Provided direction for various multi-national Infrastructure & Operations Teams to resolve areas of conflict or concerns. Proven in depth knowledge of customer support, Desk Top support, and Help Desk structures. Accountable for vendor relationship management. Prepared, presented, and made improvement recommendations to executive management. Managed multiple, complex, large-scale hardware, and software projects.



* Implemented a United States Help Desk from vision to operational integration which led to over $2.5 M cost savings. This successful transition of 18 large, disparate Help Desks, and Service Centers to a single outsourced vendor was delivered on schedule and under budget.
* Led a Global Help Desk transition team which successfully migrated and consolidated large European and North American multi-vendor Help Desks into a single vendor service offering, resulting in substantial cost savings from headcount reductions and process efficiencies.
* Delivered a customer "Self-Service" web site which established the structure for initially reducing call volumes by 5%.
* Instituted First Call Resolution process which increased same day problem resolutions by 50% over a 6 month period.


Technical Services Manager - Renal Division (1997 - 1999)
Led a team of 15 employees responsible for the Infrastructure & Operations environment. Accountable for managing a $3 million IT Infrastructure budget. The environment consisted of Network, Data Center, Desktop, and Help Desk operations.

* Key contributor in support of strategic cost savings initiatives.
* Developed and administered Service Level Agreements which was acknowledged as one of Baxter's Best Demonstrated Practices.
* Utilized innovative ideas and created Help Desk performance measurement criteria which lowered costs and improved response times.

Technical Services Team Leader - Renal Division (1996 - 1997)
Led a team of six Help Desk agents and promoted to manager within 18 months on this assignment. Participated in various cross-functional teams to help drive IT strategy.

* Contributed to the development and implementation of a long term leasing strategy which produced significant cost savings.
* Enhanced End-User satisfaction by facilitating a team building between Help Desk agents and Desktop support representatives.
* Evaluated and implemented new technologies.
* Partnered with Renal Senior Management to create and successfully implement a formal IT/Facility Management process which successfully streamlined and minimized the cost of office move procedures.


Computer Power Group, Oak Brook, Illinois 1976-1996
Information Systems consulting firm that specialized in all aspects of professional services. Examples of these services and applications consisted primarily of Programming, Quality Assurance, Testing, and System Development Life Cycle services

Managing Consultant (1990 - 1996)
Expanded responsibilities to include building client / customer relations while also being responsible for staff and senior management reporting. Managed the completion of deliverables and adherence to project milestones across multiple projects.

* Developed project proposals, business justification, and budgets for client review.
* Analyzed technical trends and identified new business opportunities.
* Communicated regularly with executive management regarding the status of current project initiatives.


Consultant (1983 - 1990)
Assisted clients with information gathering and development of programming specifications. Participated on various project committees and implementation teams as required.

* Managed relationships with clients.
* Prepared Statements of Work for projects in collaboration with the client.
* Monitored post-implementation objectives to ensure deliverables were successfully completed.

Programmer (1976 - 1983)
Provided contracted services for many different business applications.

* Wrote and tested a wide range of COBOL programs from client specifications.
* Applied Quality Assurance and testing methodologies to programs.

Education
BA, Business Management, Baldwin-Wallace College, Cleveland, Ohio, 1972 - 1976

Certifications
See above


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