Manager Customer Service

DONALD J. MOORE

**** ****** **** **** ~ Powder Springs, GA 30127

Phone: 770-***-**** *********@*******.***

Dear Hiring Manager:

I am writing to express my interest in an IT Service Manager position

within your organization. I have successfully led client service

organizations for more than 15 years. This experience has included

helpdesk, hardware support, application support, and software installation.

I am recognized for engaging clients and business unit leaders and

overcoming tough challenges in order to meet timelines within budget.

Please note my qualifications:

. Delivery Projects: I offer a rich background leading client IT

implementations and enhancements. Since my start at AT&T, I have been

building, training and managing teams for service delivery and support.

At AT&T, I directed installation and support for 4000 PCs in the

Midwest region and built out 3 computer room facilities. For AT

Systems, I completed a project involving 30 store installations ahead

of schedule, under budget, and with exceptional customer satisfaction.

Most recently at Reynolds and Reynolds, I ended the year 5% under

budget while leading more installations and increasing customer

satisfaction. My work involves close interaction with client

management and quick turnaround regarding client issues. I have

improved a broad spectrum of processes and procedures to streamline and

enhance client system requests.

. Leadership: I have been challenged to lead and coordinate teams from 2

to 50 working on multiple products and projects at the same time. I

have successfully managed the installation and deployment process while

maintaining contact with multiple clients. I have implemented

guidelines and standardization to enhance IT support performance. I

thrive in environments where I collaborate with the client, develop a

team, share insights, and maintain the highest levels of satisfaction.

I build effective relationships with stakeholders, instill confidence,

and drive complex projects to successful completion.

Enclosed is my resume for your review. I welcome the opportunity to

discuss positions within your organization that fit my background. Please

feel free to contact me by phone or email listed above.

Thank you for your attention and I look forward to speaking with you

soon.

Sincerely,

Donald Moore

DONALD J. MOORE

1316 Beacon Cove Lane ~ Powder Springs, GA 30127

Phone: 770-***-**** *********@*******.***

QUALIFICATIONS

Outstanding Client IT Service Manager with more than 15 years experience

leading project teams throughout the US. Experienced in implementation

of remotely and locally managed service models, including helpdesk

operations, software and hardware support, and application upgrades.

Excellent communicator with extensive background in client relationship

management and problem resolution. Recognized for instituting formal

processes, procedures, metrics and training to service delivery

organizations. Inspired leader dedicated to superb customer service

known for energizing employees and staff.

( Project Management ( Systems Management ( Client

Support & Training ( Asset Management ( Helpdesk

Operations ( Team Building & Leadership ( Facility

Management ( Vendor Management ( Windows, UNIX, TCP/IP

CAREER ACHIEVEMENTS

Group Performance Improvement: Re-engineered installation process at

Reynolds and Reynolds and reduced budget 5% below target. New processes

resulted in 10% improvement in delivery time and improved customer

satisfaction scores by 12%. Annual installations increased by 20% with

no incremental resources.

Facility Relocation / Upgrades: At ADP led 100+ person move to new

facility on time and within budget along with systems room expansion and

re-wiring. Implemented a new backup solution and completed a technology

refresh on pc's and servers.

Client Installations: Completed critical 30 store client installation

for AT Systems ahead of schedule, under budget, and with high client

satisfaction scores.

Process Implementation: At Sanrise, created and instituted procedures

and processes, and established performance metrics for field engineers

and staff. Customer satisfaction ratings improved significantly.

Office Automation Project: Selected by AT&T upper management to oversee

office automation project in 12 state Midwest region. Developed and

implemented schedule, partnered with logistics, finance and vendors, and

staffed project. Deployments were completed on time and within budget.

Regional Support: Managed ongoing support across Midwest region for

AT&T. The region met or exceeded service level and objective benchmarks

regularly.

PROFESSIONAL EXPERIENCE

REYNOLDS AND REYNOLDS, Duluth, GA 2005-present

Nationwide Software Installation Manager

. Managed installation of Reynolds and Reynolds F&I (Finance and Insurance)

products nationally.

. Led 50 member team with overall responsibility for order processing, data

collection and programming as well as installation, training and support

of new services in customer locations.

. Established group strategy, specific project priorities, planned

workflow, and oversaw new installs.

. Tracked projects, prepared forecasts, managed budgets, and monitored SLA.

. Instituted ongoing process improvements and supervised client support and

trouble resolution.

. Oversaw training, team staffing, performance reviews, and personnel

development.

DONALD MOORE Page Two

PROFESSIONAL EXPERIENCE

(continued)

ADP, Alpharetta, GA 2004-2005

Systems Support Manager

. Directed team of 15 technical professionals supporting PCs, servers,

peripherals and infrastructure for Development, QA, Staging and

Production environments.

. Coordinated all client service/support and vendor relations and managed

assets and procurement.

. Determined project priorities, planned work schedules, conducted

performance reviews, managed budget, prepared forecasts, and assisted in

strategic planning.

. Established and implemented policies and procedures.

. Evaluated new products and created recommendations.

AT SYSTEMS TECHNOLOGIES, Atlanta, GA 2003-2004

Field Service Manager

. Managed team of 6 field service technicians across 6 states for customer

service and maintenance.

. Supervised hardware/software installation and integration of new services

in customer locations.

SANRISE INC, Atlanta, GA 2000-2003

IT Operations Manager

. Directed implementation of IT storage solution from contract to billing.

. Coordinated with vendors, finance, sales, engineering and customers and

provided hands-on technical assistance when/where required.

. Oversaw day-to-day operations for SAN backup and recovery services for

150 companies within 6 Regional Data Center / Web hosting environments.

AT&T INFORMATION TECHNOLOGY SERVICES, Southfield, MI 1984-2000

Regional Operations Manager / Senior Systems Manager

. Managed partnership between AT&T ITS support organization and

internal/external client organizations.

. Supervised team of 25 technical professionals to provide onsite support

for a national Client/Server Platform within a 12-state region.

. Recruited & staffed regional organization.

. Developed and implemented installation schedule for 40+ locations and

over 4000 PCs / users.

. Supervised construction of three new computer room facilities.

. Collaborated with logistics, finance and vendors to develop project

plans.

. Managed implementation of multiple technology refreshes across the entire

region as well as software application deployments / upgrades.

EDUCATION

OAKLAND UNIVERSITY, Rochester, MI

Bachelor of Science in Business Administration

. Minor in Computer Science

. Minor in Economics

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