Cyrus A. Howells

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*** ******* **** **, **********, PA 15601 724-***-**** (home) abifnp@r.postjobfree.com

QUALIFICATIONS FOR SERVICE DELIVERY MANAGEMENT

A hands-on professional offering over 20 years experience which spans from desktop analyst positions

through process and staff management to becoming a subject matter expert in service delivery management

through implementation and management of ITIL based service management process frameworks.

Accountable for the performance of a service management framework and responsible for a team of process

focused, results oriented operational leaders to establish and drive continuous improvement through the

entire suite of processes.

Specialized in service level management, incident management, problem management, and service desk

operations, with concentration on support and desktop processes, client communications, benchmarking, and

process data mining.

Managed individual department and corporate PC budgets and supervised up to 24 employees and

contractors, and led efforts related to implementing, managing and improve processes around service

delivery.

Core Areas of IT Expertise

Service Delivery Process Management

Service Level Management Incident Management

Service Desk Problem Management

SELECTED CAREER HIGHLIGHTS

- Process Subject Matter Expert assigned to client project to assist in development of standardized

business based processes in conjunction with existing IT process framework, for future deployment and

operation of new metering technology.

- Service Delivery Manager and Process Steering Committee Chair with overall responsibility for all

Service Management processes including continuous improvement efforts through a team of operational

leaders.

- Process Owner for Service Level Management. Implemented core process including a service

improvement process leading to an overall reduction of service level breaches.

- Process Owner for Problem Management. Implemented core process including the establishment of

the proactive problem management process

- Project Lead for Client Sponsored, Six Sigma based project to improve End User Satisfaction with IT

Support (including Help Desk)

- HP Lean Six Sigma Greenbelt Candidate identified, reviewed, and selected for entry into the corporate

greenbelt program.

- Past President and Advisory Board member, Pittsburgh Chapter of the Help Desk Institute

- Help Desk Institute Judge in 2004 for national competition for help desks, support centers, and call

centers. Part of a six person team selected by the Help Desk Institute to judge the six finalists in the

competition.

- Project Sponsor for Microsoft Enterprise Agreement renewal resulting in a savings of $700k over a four

year period.

- Outsourcing Tower Lead for End User Computing. Responsible for providing and reviewing information

required for outsourcing investigation including determining appropriate services levels related to areas of

responsibilities, and providing appropriate data and documentation for the potential service provider.

- Core team member for implementation of Allegheny’s internet service. Responsibilities included design

and implementation of the customer service processes for the internet service, integrating this process

with existing internal support processes.

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CAREER SUMMARY

HP Enterprise Services (November 2005 to present)

Service Manager (Butterfield Bank Account, Hamilton, Bermuda)

June 2010 to present

Responsible for establishment of a service delivery model for the account and management of service

delivery of HP services to Butterfield Bank. A secondary goal of this position is to establish a repeatable

methodology for this service delivery model which can be used in the future when applicable.

- Responsible for review and recommendation of changes to the service delivery model to regional and

account leadership

- Named service manager for the account to establish this model.

- Finalizing initial implementation plans for the service delivery model

- Member of Lean Six Sigma team addressing delivery while the strategic plan above is developed and

implemented.

Service Manager (Allegheny Energy Account, Greensburg, PA)

2008 to present – I will be transitioning from this position, effective October 1, 2010 and will remain in

engaged as a consultant to the account and new service manager

Responsible for management of service delivery of all aspects of the IT environment through an integrated,

multi-supplier process framework built on a core supply chain model, Advocate of service management

efforts to HP and Allegheny senior management, while focusing on continuous improvement of the integrated

process framework to leverage synergy and realize the benefits of the overall service management

improvement initiative.

- Member of account senior leadership team.

- Established and responsible for core service management framework guidelines and processes

- Leads a team of operational leaders, each responsible for one or more processes making up the service

management framework.

- Chair of Process Steering Committee

- Operational Leader, responsible for Service Level Management

- Operational Leader, responsible for Service Portfolio Management

- ITIL process subject matter expert for Allegheny’s smart meter project, developing ITIL based business

processes.

- Developed initial Problem Management process

- Developed initial Service Level Management process

Service Level Manager (Allegheny Energy Account, Greensburg, PA)

2005 to 2008 – this role was migrated into the Service Manager role above

This position requires management of the account service level process, operational reporting process,

detailed reporting related to the help desk and problem management process to drive process improvements

in these areas. This position also provides report development and data mining to drive process

improvements in other areas under the direction of HP account leadership and the CIO.

- Established initial account service level management process

- Negotiated 60+ service level definitions and levels between client and HP

- Established initial account operational reporting process

- Developed reporting tools and reports for problem management system (Service Center)

- Managed contract changes around the service level management process

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- Respond to audit requests related to Service Level data and reports.

- Project Lead for Client Sponsored, Six Sigma based project to improve End User Satisfaction with IT

Support (including Help Desk)

- Facilitator for new and revised Service Levels as requested by client

CAREER SUMMARY (continued)

Allegheny Energy (July 1981 to November 2005)

Manager, Client Support (January 2003 to November 2005)

I was transitioned to EDS (now HP Enterprise Services) through outsourcing of the Allegheny IT department.

This position provides management for End User Computing including problem management, Support

Center operations, Client Communications, Change Management, Thin Client environment, and

Deployment. Significant downsizing was required during this time period which required changes in

processes and staffing with changes in 2005 resulting in saving of $150k while maintaining service levels.

- Managed centralized Support Center, Desktop operations, and Deployment for 4500+ corporate PCs

- Managed $2M budget

- Managed $8M embedded PC budget

- Supervised 24 employees and contractors

- Sponsored a Desktop Solution project including manufacturer hardware bid, recommendations for

desktop hardware configurations, lock down, and deployment tools.

- Integrated Building Services and Physical Security into Problem Management System

- Advisory Board member, Pittsburgh Chapter of the Help Desk Institute

Support Center Manager (January 1999 to January 2003)

This role was migrated into the Manager, Client Support role above

This position provided management for Support Center operations, Client Communications, Network

monitoring, Change Management and Data Security. Changes during this time including integrating

other business areas in the Support process, expansion to a 24x7 operations, and integrating external

client support with internal operations.

- Implemented 24x7 operation in conjunction with Internet Service offerings and Network monitoring.

- Integrated Internet Service Call Center with Internal Support Center

- Team participation in Help Desk Institute Certification project.

- Provided guidance in planning and implementation of Human Resources Support Center

- Elected President of Pittsburgh Chapter of the Help Desk Institute

Specialist, Information Services (September 1996 to January 1999)

Responsible for team start up and development, including implementation and support of Windows NT

workstations and servers throughout the corporation. Responsibilities also included design, implementation,

and support of the Citrix system and applications.

- Team leader for Desktop Team

- Responsible for setup and on site support for 130 individuals working on merger between Allegheny

Energy and Duquesne Light

- Implemented Citrix Farm and numerous Citrix based applications

- Part of initial team designing and implementing Windows NT operating system corporate wide.

EDP User Support Analyst (1995 to September)

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Part of team responsible for the support of the PC environment at Potomac Edison. Responsibilities

included maintenance and support for all client applications including Groupwise email, Rbase database

system, and various office applications including Lotus based applications.

- Team leader for company PC standardization team

- Subject matter expert related to Lotus 123 based systems

- Subject matter expert for the OS/2 operating system.

- Client Trainer – Rbase, Lotus products and PC fundamentals

CAREER SUMMARY (continued)

Allegheny Energy (July 1981 to November 2005)

Other Roles and Positions (1981 to 1995)

- PC Standards Committee Member (1990 – 1995)

- PC User Committee (1985–1995)

- Engineering Technician, 1981-1993, Cumberland, MD

- Right of Way Agent, 1993-1995, Winchester, VA

Education, Certifications, and Community

Frostburg State University - B.S., Business Administration

Penn State University - Associates in Engineering, Electrical Engineering Technology

ITIL v3 Foundation Certificate in IT Service Management

Quality Basics - Lean Six Sigma

Microsoft MCP 2.0 – Certified Profession

EDS Volunteer Spirit Award recipient – 2007, 2008

Woodbadge for the 21st Century

(highest level of training for volunteers in the Boy Scout program)

Participant and two time staff member

Laurel Hills Scouting for Food Chairman – 2006 to present

August 9, 2010

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