Management Customer Service

Phil V. Scanlan

**** *. **** *** ( Chandler, AZ *5248 ( 602-***-**** (

*******.****@*****.***

Summary of Qualifications

Business Analysis Project Administration Leadership Quality

Improvement Facilitation

desktop management Security Analysis Presentation & Lectures Training

& Development

Experienced, solutions-driven Business Analyst professional with 12+ years

of demonstrated leadership experience in information technology development

and business systems analysis. Ability to leverage knowledge and

understanding of Six Sigma principles with expertise in leading all phases

of the project life cycle in the design, development, and implementation of

IT best practices in system technology design and development. Excellent

communication skills with the ability to communicate among diverse groups

while inspiring confidence at all levels.

. Experienced in driving continuous improvements initiatives and

providing performance and application enhancement measures in the

areas of service levels, performance tuning, stability and cost

control

. Project management skills in the planning, training, coordination,

supervision and execution of all activities relating to the design and

implementation of IT systems and applications.

. Effective leader experienced in driving performance management, talent

selection and development of diverse and top-performing teams.

. Proven ability to ensure proper management controls are in place and

adhered to, including all regulatory, company, technical and

departmental policies and procedures.

. Demonstrated ability to establish and embed a culture of operational

excellence by including the voice of the customer, end users, and

associates into the processes required to provide IT services.

Value-Added Accomplishments

Project Management & Business Analysis

. Led recommendation and implementation projects for Active Directory,

Instant Messaging, Online Collaboration, CRM, Remote Access solutions,

PCI compliance, and Macintosh laptop solutions for classroom

computers.

. Initiated Citrix/SAN environment and led its technical development.

. Adept at business needs analysis and leading focus groups and data

collection efforts to obtain and analyze findings for use in defining

and implementing process improvement plans and strategies.

. Experienced meeting facilitator for both large and small group

settings combined with effective presentation skills and experience in

delivering presentations and lectures before township and chamber

board of directors, executives, senior management, and member

audiences.

. Skilled trainer and coach experienced in training numerous staff and

clients in both large and small groups.

Security and Policies

. Led PCI initiative, including the creation of new policies and

leadership to garner acceptance for new policies.

. Responsible for security for all devices on network, including all

desktop devices.

Management and Support

. Direct responsibility for the computer management and design of all

computer and technology classrooms.

. Responsible for the management, security, and support of all staff

computers.

. Utilized exceptional leadership and communication skills to lead staff

in completing operational tasks and achieving project goals.

Professional Experience

Business Automations Specialist ICS Division, University of Wisconsin,

Madison, WI 1998-Present

. Hired as desktop support technician and progressed to a supervisory

role that included project management and business analyst functions.

it & web consultant PVSites, LLC, De Forest, WI 2003-Present

Lead the website creation, design, and management for Townships, Chambers

of Commerce, and various small businesses and non-profit organizations

within the Madison, Wisconsin area that includes network and computer

management for clients.

computer support Specialist UW Hospital, Madison, WI 1999-2003

. Assisted rollout of new HelpDesk software.

computer support technician Sitel Corporation, Madison, WI 1997-1998

. Solomon III and Solomon IV accounting software support in varying

network environments.

. Setup and Install of SQL, Btrieve and Solomon.

. Multiple outstanding customer service awards based on customer

responses.

Education & Professional Development

Aspen University, Denver, CO

Masters of Business Administration, Project Management ( Honor Society

Aspen University, Denver, CO

Masters of Information Systems, Information Management ( in process

University of Wisconsin-Madison, Madison, WI

Bachelor of Arts, Pre-Law w/ Emphasis on Logic ( Dean's List Student

University of Wisconsin - Executive Education Fluno, Madison, WI ( Six

Sigma Black Belt Certificate

Professional Training & Certifications

Project Management Professional (PMP) ( Information Technology

Infrastructure Library (ITIL-F v3)

Lean/Six Sigma Black Belt ( Independent Computer Consultants Association

(ICCA)

International Institute of Business Analysts (IIBA) ( MCITP SQL Server 2005

Information Systems Audit & Control Association (ISACA)

Leadership Academy

Contact this candidate