EXPERIENCED I.T. SERVICES & BUSINESS OPERATIONS MANAGEMENT PROFESSIONAL Resume

Title
EXPERIENCED I.T. SERVICES & BUSINESS OPERATIONS MANAGEMENT PROFESSIONAL

Primary Skills
ERP / Logistics / EDI / e-Commerce / CRM / Customer Service / Information Services / Fluent in English & Spanish

Location
US-IL-Pingree Grove

Posted
Sep-18-08

EXPERIENCED I.T. SERVICES & BUSINESS OPERATIONS MANAGEMENT PROFESSIONAL
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• Excellent analytical, organization and communication skills with a strong record of leadership success.
• Extensive experience improving and managing I.T. services and business operations.
• Solid understanding of business functional areas, management issues and process improvement.
• Collaborates effectively with all levels of an organization to define and articulate ways in which technology requirements relate to its business.
• Incorporates proactive management and strong leadership techniques to create accomplishment driven workplace environments, resulting in employee loyalty and customer satisfaction.
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IT Infrastructure Library (ITIL, ITSM) • Microsoft Operations Framework (MOF, SMF) • Customer Relationship Management (CRM) • Customer Service (HDI-CSS) • Client Relations • e-Commerce (B2B/B2C) • Enterprise Resource Planning (ERP) • ISO 9000:2000 • Information Services • Negotiations • I.T. Outsourcing (ITO) • Business Processes Outsourcing (BPO) • Organizational Development • Project Management • Program Management • Logistics; Supply Chain, Value Networks • Lean Manufacturing
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PROFESSIONAL EXPERIENCE
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GXS - GLOBAL EXCHANGE SERVICES • SCHAUMBURG, IL • 2005 -- 2008
Formerly GE Information Services operates one of the world's largest B2B e-commerce networks.

SR. ANALYST - TECHNICAL SERVICES
Responsible for work flow / workforce management with respect to coaching service desk personnel, ensuring optimum staffing levels, enforcing standards compliance, analyzing and tracking service desk productivity.
Accountable for technical set-up and equipment configuration, implementing technology and enhancement upgrades, managing service desk equipment and software.
Developed, drove and delivered continuous process improvements.

KEY CONTRIBUTIONS:
• Directed service desk personnel on ITIL / MOF framework and HDI procedures, resulting in more efficient operations, increased customer satisfaction and retention.
• Instrumental in transitioning services desk process from internal / domestic support to outsource / off-shore support.
• Engaged in the implementation and training of outsource / off shore services desks in Manila and Mexico.

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IBM - GLOBAL BUSINESS SERVICES • SCHAUMBURG, IL • 1995 - 2005
The IT consulting division of IBM and the World's leading provider of IT management solutions.

SR. ANALYST - IT SERVICES, CLIENT SERVICES & TECHNICAL SUPPORT
Accountable for all operations with respect to issue resolution, change management, system and application support.
Responsible for analyzing business processes, making recommendations on strategic direction and solutions.
Managed problem escalation through incident analysis to ascertain trends and predict anomalies.
Directed internal and cross-functional process improvement teams on operational best practices and methodologies.
Assisted in managing multiple teams of administrative, client services and technical support personnel.
Advised on employment and termination decisions, merit increases, performance disciplinary actions and personnel conflict management.

KEY CONTRIBUTIONS:
• Consistently exceeded customer's Service Level Agreements expectations by managing call and CRM processes.
• Established and documented best practices creating an online knowledge base and library of support documentation available for access by customers and the organization.
• Successfully managed business, partner and vendor relationships with precise communication, attentiveness to detail and expectation management. Frequently called to act as liaison between several business groups and clients.
• Improved customer satisfaction and confidence by instructing service desk personnel on ITIL framework and HDI procedures resulting in increased efficiency of operations, customer retention, up selling and cross selling.
• Implemented ISO 9000, ITIL and HDI resulting in improved customer service, business processes and quality matrix.
• Effectively led transition to Service Desk ITIL / ITSM framework processes and procedures.

TEAM LEADER - TECHNICAL SUPPORT
Managed teams of 8-10 exempt, non-exempt and contract employees while directing tasks and monitoring results on hardware/software problem analysis and resolution.
Researched, analyzed and identified trends in issue reporting to devise preventative solutions.
Acted as the point of escalation for more difficult issues and their resolution.
Ensured comprehensive training and the availability of proper job tools for all personnel.
Monitored call and CRM processes to meet or exceed service level agreements (SLAs).

KEY CONTRIBUTIONS:
• Successfully guided the project which brought the department to comply with ISO 9000 standards, documentation and audits.
• Managed and trained all new technical resources to utilize customer support specialist (HDI) skills and processes.
• Supported internal and external customers and personally resolved over 20,000 problem tickets annually.
• Developed and assessed employees to ensure continuous growth through orientations, direction, and feedback.
• Coached and counseled staff, made recommendations on promotion, disciplinary action and termination, took appropriate action subject to the review and approval of the department head.

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CTG - COMPUTER TASK GROUP INC. • CHICAGO, IL • 1993 - 1995
CTG strategic consulting provides solutions for IT and BP outsource management, systems integration and IT staffing.

FIELD MANAGER - STRATEGIC CONSULTING
Managed small and large teams of internal, contractor and subcontractor resources while directing tasks, evaluating performance, resolving issues and monitoring results.
Interviewed, recruited and managed integration of IT talent contracted to clients as analysts and consultants.
Evaluated and improved services and processes for clients such as IBM and SEARS (Advantis).

KEY CONTRIBUTIONS:
• Instrumental in the consolidation of customer service and help desk into a single point of contact support center.
• Documented and organized service desk functions resulting in simplified maintenance, improved integration and allowed for multi-application support.
• Gathered requirements and led the implementation of the technology and procedures to operate the support center.

EDUCATION
Bachelor of Science in Business Operations Management
DeVry University, Addison Illinois • School of Business Administration
Continuing Education: Working towards ITIL, CAPM and CBAP certifications

TECHNICAL SKILL BASE
Windows Vista • Windows XP • Windows 2003 Server • Solaris 9, 10, OpenSolaris • Linux • Crystal Reports • MS Project • Visio • HP: SMS Service Center • Vantive • Microsoft Office • Lotus • Open Office • Oracle Database • IBM DB2 • Internet, Networking & High Speed Technologies • Electronic Data Interchange (EDI, EDI-INT) • Cleo LexiCom (AS2) • SAP R/3: Administration, ASAP, ERP, mySAP, SD, FI/CO

MILITARY SERVICE
Unites States Marine Corps Reserve • Chicago, IL • Honorable Discharge

LANGUAGES
Fluent in English and Spanish

Certifications
See above


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