Manager Management

KEVIN HOARD

**** **** **** ***** ?#* ? Chicago, IL 60637 ? Home: 773-***-****

Mobile: 773-***-**** ? Email: *****.*****@*******.***

PROFESSIONAL PROFILE

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Experienced Information Technology Manager and process expert with over 18

years experience in the technology industry. Manager with solid

organizational, client, communication and time management skills with the

proven ability to lead, manage and develop operational teams. Expert in

leading IT Teams to optimize productivity by identifying improvement

opportunities and implementing corrective actions to conform to ITIL

standards.

SKILLS

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P & L Process and Management Organization & Management Planning

24/7/365 Operation Management Teambuilding & Staff Supervision

Procurement & Asset Management Desktop and Help Desk Team Management

Vendor Negotiations & Management RFI/RFP Preparation/Response

Performance Management

CAREER HISTORY

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IT Operations Manager August 2008 - September 2009

Electronic Transaction Consultants, Lisle, IL

Managed and coordinated the day to day operations and tasks of 39 field

service technicians that service, IT supported Network and Desktop

equipment, projects, wireless devices, third-party maintenance providers,

and material vendors to facilitate maintenance of roadside, back office

equipment and software. Ensures KPIs and SLA's are achieved and

expectations are met (or exceeded). Reorganized core operations, replaced

ineffective personnel, and assumed personal control of the Maintenance

organization. Facilitated a bi-weekly and monthly meeting with the Tollway

and their management from the support groups to explain OLA and SLA with

the customers to ensure all measurement were understood. Responsible for

hiring, retention, career path counseling, bonuses and training for the all

IT positions. Acts as mentor, establish and monitor performance objectives,

conduct performance reviews, counseling's and/or disciplinary actions, and

recommend salary increases.

Responsibilities include 24/7 field service and project management

integration of operations associated with Information Technology,

facilities management, asset management, logistical support, field dispatch

technologies, and business systems that process 2 million daily

transactions. Managed and oversaw the physical architecture, systems for

monitoring, support processes for high volume and highly available

infrastructure systems that supported the Tollway.

IT Management Consultant September 2001 - August 2008

Various Locations, IL

Responsible for managing the service delivery of the field services,

service desk, desktop support, project management, Infrastructure and all

vendors associated with Information Technology for, AON (Combined Insurance

Company of America), Altivity Packaging, SPSS, Inc., United Airlines and

All Purpose Consulting Services (APCS). Served as the conduit for 3d Party

Services Companies to provide IT service delivery oversight, management of

all assets, ensuring IT service and operations levels are met. Ensure

service problems with are resolved timely and effectively, and continuous

improvements in customer satisfaction levels regarding IT services are

made. Ensured SLA and budget reports were provided according to schedule

during the monthly meetings. Coordinates SLA report cleansing for

distribution and coordinates resolution of questions to SLA reports. All

tickets, status reports and activities are completed via Remedy.

Managed service engineers from the continental U.S., Europe, Australia,

Japan and various satellite locations to provide exemplary IT service to

end users and customer base. This management included day-to-day

performance, hiring, terminating, retention, career path counseling,

bonuses and training for the all IT positions. Acted as a mentor, establish

and monitor performance objectives, conduct performance reviews,

counseling's and/or disciplinary actions, and recommend salary increases.

Developed, implemented and maintained industry best practices, policies,

standards and procedures for operations, including how problems are

identified, documented, distributed, and corrected. Ensures quality

processes and practices are implemented to meet service and operation level

agreements according to ITIL best practices. Established and managed a

$7.8 Million Dollar Budget, department SLA policies and procedures and

managed the workload for Midrange, Mainframe and Open Systems, Help Desk

and Desktop Services departments and provides guidance and feedback to the

staff in an effort to enable them to perform at a high level.

Managed all project activities, which included managing scope, schedule,

budget and all issues; These projects included assessment, requirements

definition and solution design as related to key ITIL areas. Operational

activities, which included, order fulfillment/logistics and deployment

processes and managed the deployment teams. Coordinate multiple resources

from several departments and interacted with multiple levels of customer

management and technical resources.

District Service Manager August 1994 - September 2001

CompuCom Systems, Inc., McLean, VA, US

Managed 93 service engineer to research, plan, rollout, integrate and

maintain hardware, software, networks and change management to support over

31,000 internal and external customers at multiple sites located around the

United States.

Managed the teams that supported the help desk and desktop operations for

Fannie Mae, Marriott International, Cable and Wireless, International,

Sallie Mae, Hughes Networks and other smaller entities, this included task

management, problem and resource tracking, development of procedures,

regular reporting, and quality assurance.

Insured specific guidelines for on-site Service Level Agreements (SLA's)

were attained. Service Levels and Customer Satisfaction rose to an average

of 97% monthly from an average of 89%. The Single Point of Contact for all

official communications, deliverable/task acceptable process and had

ownership of all resources, deliverables and overall team success.

Service Manager March 1992 - July 1994

Micro Products, Inc., Springfield, VA, US

Rolled out and maintain a stable foundation of desktops and printer

platforms, keep daily records, develop and maintain working relationships

with customers and vendors across geographical boundaries. Ensured that

operational commitments, including proper customer service and time

restraints were achieved.

Senior Computer Engineer July 1981 - February 1992

United States Marine Corps - Quantico, VA, US

Identified desktop hardware and/or software application and operating

system problems. Utilized a systematic troubleshooting approach and

appropriate technical documentation, diagnostic, and maintenance

procedures.

Preformed necessary repairs on system hardware, software applications,

and/or operating systems, which may have included, replacing systems

boards, changing file servers, loading and testing software applications,

identifying loose, broken, or missing terminations, configuring a variety

of servers, and restoring network operating systems.

EDUCATION

Computer and Electronics School, Oceanside, CA, US

Certificate (Oct 1981 - Nov 1982)

Howard University, Cherry Point, NC

Business Administration

DePaul University

Current Enrolled

Information Technology

CERTIFICATIONS

ITIL, Training

Project Management Certification

Windows 2000

MCSE

CNE

Hewlett Packard

IBM,

Toshiba

Compaq

Certifications on Servers, Desktops, Laptops and other Peripherals

A+ Certification

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