Customer Service Manager

John R. Rowe

*** *** ***** **** *********: 972-***-****

Gunter, Texas 75058 Email: *******@*****.***

Major Areas of Expertise:

ITIL Service Manager, IT Project Management & Business Continuity Planning

Service quality oriented. Experienced technology & business professional with a diverse background, ranging from start-up ventures to mature multi-divisional organizations undergoing significant change. Proven ability to solve operational issues and implement technology solutions.

MANAGEMENT SKILLS

• Successfully lead a program to establish a global data warehouse strategy for Incident, Problem Management, and Risk management metrics reporting.

• Project Managed the development and implementation of an assessment tool designed to perform pre-audit process assessments for ISO 20000. Used to perform baseline assessments and identify continual service improvements.

• Provided Subject Matter expertise for global process re-engineering efforts including Availability, Incident, Problem, Release, Service Continuity, Request Fulfillment and Service Level Management.

• Successfully developed and implemented a comprehensive corporate business continuity program. Provided leadership in assessing and developing recovery environment requirements and IT strategies associated with the USAA Life Insurance Company’s critical business processes.

• Managed business & technical recovery requirements for business partners and 3rd party vendors to ensure compliance with Sarbanes Oxley & HIPAA.

• Managed assigned projects to meet and/ or improve budgeted costs by monitoring the progress of multiple project schedules and performance objectives. Facilitated working sessions among cross-functional business, IT, Engineering, and Operations groups, to identify business processes and prioritized system enhancements.

• Provided leadership for projects including operational IT assessments, implementing system management software and performed disaster recovery planning that mitigated operational risks to client’s business operations. Participated in a leadership roundtable which delivered over $10 million in annual sales with a cost to profit ratio of 350%.

• Recognized by the CEO for successfully meeting internal audit business continuity requirements after only 3 months of employment at USAA.

• Directed over 50 internal IT staff and outside consultants in the design and implementation of a back office support infrastructure for a start-up communications venture.

• Project Management related to the successful design and implementation of SIP based IP telephony networks. Various leadership roles including: on-site product implementations, customer training, and the testing of third party vendor equipment during interoperability testing.

CUSTOMER SERVICE SKILLS

• Delivered excellent customer service while working with clients on a daily basis for various new and on-going technical projects

• Interacted with clients and utilized excellent organizational skills to arrange implementations, upgrades/migrations, and basic maintenance for Oracle databases

• Served as a liaison between clients and staff to resolve clients problems and implement long and short term solutions

• Responsible for providing Business Continuity services to clients. Coordinated and communicated the business continuity planning process and executed assessments of existing business continuity strategies to ensure alignment with industry best practices.

TRAINING & INSTRUCTIONAL DESIGN SKILLS

• Effectively trained over 150 senior executives and technical staff to become certified as ITIL Foundations V3 Practitioners with an average passing rate of 80%.

• Graduate of the Dale Carnegie Leadership & Communications and the High Impact Presentations courses.

• Identified and trained a team of executive managers to effectively analyze critical business operations and implement an appropriate response plan capable of continuing critical business processes during a crisis.

• Created & educated customer project teams on software product installation and configuration and hardware platform integration.

Professional Designations

ITIL v3 IT Service Manager Expert 2010

Certified ISO 20000 Foundations 2010

Certified ITIL V3 Intermediate Courses – CSI, OSA, PPO, RCV, SOA, MALC 2009

Certified ITIL V3 Foundations Trainer – ITSM Academy 2008

ITIL V3 Foundations Practitioner – ITSM Academy 2008

Certified Business Continuity Planner (CBCP) – Disaster Recovery Institute 2005

ITIL V2 Foundations Practitioner – Pink Elephant 2005

Education

Graduate School of Management, University of Dallas, Irving, Texas 2008

Graduate Program Information Technology Service Management

School of Engineering and Applied Science, Southern Methodist University, Richardson, Texas 1996

Computer Networking Technologies Certificate

University of Baltimore, Baltimore, Maryland 1989

B.A. Corporate Communications and Marketing Management

Employment

CitiGroup, Irving, Texas February 2007 – Present

Assistant Vice President, Senior IT Service Management Process Analyst

ClubCorp USA, Dallas, Texas August 2005 – December 2006

Manager, Business Continuity & Disaster Recovery

USAA–LIFE INSURANCE COMPANY, San Antonio, Texas February 2003 – January 2005 Business Continuity Coordinator

DYNAMICSOFT, INC, Plano, Texas August 2000 – August 2002

Project Engineer/ Trainer

ALLIED RISER COMMUNICATIONS CORPORATION, Dallas, Texas October 1999 – August 2000

Senior Program Manager

PRICEWATERHOUSECOOPERS, Dallas, Texas January 1999 – October 1999

Senior Associate

SPRINT E-SOLUTIONS (Formerly Sprint-Paranet, Inc), Dallas, Texas March 1997 – December 1999

Senior Project Manager/Trainer

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