Manager Management

HENRY J. BROOKS

Plano, TX *****

Email: ************@*****.*** Mobile: 214-***-****

SERVICE DELIVERY MANAGER

Proven Technical & Management Expertise in a Career Spanning 14+ Years

Technically sophisticated and business savvy management professional with a pioneering career reflecting

strong leadership qualifications coupled with strategic planning, high performance team building, project

management, and implementation of best practice methodologies and continuous process improvement plans.

Maintain focus on achieving bottom line results while implementing advanced technology and business solutions to

meet a diversity of needs. Superior record of delivering simultaneous large scale projects on time and under

budget. Team based management style and excellent interpersonal/communication skills.

Core Business Competencies

Change Management Process Improvement Client Relations

Strategic Planning Needs Assessment IT Strategy

Deployment/Migrations Workforce Planning Team

Leadership/Motivation

QA/Testing Technical Support Vendor Relations

PROFESSIONAL EXPERIENCE

AFFILIATED COMPUTER SERVICES, INC. (ACS), Dallas, TX 1996–Present

ACS, a Xerox company, is a global leader in business process and information technology services, from finance

and accounting transaction processing to IT outsourcing, human resource services, and customer care.

Service Delivery Manager

Teamed with business and IT managers within the applications and infrastructure domains to implement operational

processes and procedures to ensure the integrity of production environments, based upon ITIL framework. Drive

strategy for integrated management of IT assets utilizing best practice (ISO20000) procedures, focusing on meeting

and/or exceeding service levels. Direct a master communications plan to exchange incidents, disaster recovery

plans, planned downtime, and new releases across business units. Provide performance metrics and SLAs,

enabling customer visibility to contract agreements. Scope of responsibilities includes interfacing with onshore and

offshore team members, managing customer accounts for problem and issue resolution.

Consistently met all corporate and client deliverables on time, establishing clear goals, communicating

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vision, holding team accountable, and driving for results.

Delivered intensive hands on training programs, ensuring that clients understood system functions during

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transition of new client operations to produce desired results.

Played a major role serving as liaison between ACS and clients, providing plans and updates, running

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weekly meetings, and assisting with contractual issues during transitions.

Leveraged extensive technical expertise to identify and resolve client issues, including utilizing internal

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support personnel to perform extensive research and documenting problem resolution.

Effectively managed multiple programs and projects concurrently, while leading and assisting with large

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scale projects spanning numerous service groups, ensuring timely completion and effective implementation.

Defined and ensured systems, processes, and methodologies were followed consistently across the IT

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teams for effective monitoring, control, and support of service delivery.

Executed incident, change and release management processes across all domains, implementing

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continuous improvement plans for all processes.

Actively participated in supporting a diverse portfolio of clients, including oil and gas, transportation

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management (shipping), software products, finance, defense, manufacturing, and data center management

personnel.

Employed excellent communications skills, cultivating and deepening positive working client relationships.

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HENRY J. BROOKS PAGE 2 Mobile: 214-***-**** Email: ************@*****.***

EARLY CAREER:

Operation Supervisor/Facilities Manager: Oryx Energy Company, Dallas, TX

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Hardware Analyst: Oryx Energy Company, Dallas, TX

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Operation Technician: Oryx Energy Company, Dallas, TX

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Shift Supervisor: Cray Research, Inc., Eagan, MN

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Shift Supervisor: First Chicago Data Corp., Bloomington, MN

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EDUCATION & PROFESSIONAL TRAINING

BS Candidate Information Management

UNIVERSITY OF TEXAS AT DALLAS, Richardson, TX

Computer Programming Training

NORMANDALE COMMUNITY COLLEGE, Bloomington, MN

COMPUTER SKILLS

System Hardware

IBM Z SERIES; AMDAHL 5990 1400; IBM 4381, 4341, 4331; VAX 8820, 8800, 8250, (VAX CLUSTER); IBM RISC

6000; Sun Sparc Center 2000; SUN 690; Sun MicroVAX II, 3600; VAX 11/785; Data General M600; CRAY; CYBER

Network Hardware/Communication

IBM 3725; IBM 3745; IDNX70; Hyper Channel; Ethernet; VTAM; DECNET; SNA; SNS; Token Ring; LAN; VSAT;

Netview; TCIP; SMTP

Operating Systems

ZOS; VM; Oracle; Relational Database; MQ/Websphere; S/390; MVS/ESA; MVS/XA; MVS/DOS; DOS/POWER RJE;

VMS 4.5 5.1; AOS; COS 1.09 1.17; VM/SP HPO; SOLARIS; NOS; NOS/BE; SUN/OS; AIX; Storage; Data Replication

(VDR)

Applications/Packages

Peregrine; MS Project; Microsoft Word, Excel, PowerPoint; Windows, Windows XP, Lotus, Novell, NT 4.0

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