Manager Customer Service

Paul Ramsey

**** ******* **. [pic] Dublin, OH *3016

614-***-**** [pic] ****.******@*****.***

Background

Well qualified Information Technology Manager who is successful at

identifying organizational needs and leading teams in implementing

emerging technologies, strong management experience, and a Masters in

Business Administration (MBA). Well suited for a senior level

management position where great communication, positive attitude,

strong work ethic, and solid approach to addressing challenges would

be advantageous.

Related Experience

Smiths Group PLC Dublin, Oh, 2008 - Present

Project/Change and Learning Manager Dublin, Oh, 2009 - Present

. Manage global IT projects that transform the business and culture.

. Evaluate new technology and coordinate road map for long term strategy

and direction of IT.

. Vendor management - Work with vendors on compliance, scheduling, and

special projects.

. Manage business and executive stakeholders and update and communicate

as needed.

. Formulate policy and procedures to ensure standard practices are

followed globally.

. Motivate, monitor, mentor, evaluate, correct, and set goals for

Technical Project Mangers.

. Provide oversight to all Global IT projects and advice on future

proofing needs.

Regional IT Manager Dublin, Oh, 2008 - 2009

. Manage IT support staff at multiple sites in North America

. Motivate, monitor, mentor, evaluate, correct, and set goals for IT

staff

. Manage IT hardware/software requests and analyze need.

. Monitor and maintain inventory levels of PC's, laptops, and

peripherals

. Provide 3rd tier support and supervision to the Global Help Desk after

hours

. Evaluate and assist in formulating policy and procedures to ensure

standard practices are followed globally.

Accomplishments while at Smiths Group PLC

. Lead team in implementing ITSM/ITIL in seven areas (Incident, Change,

Problem, Configuration, Portfolio, Request, and Service Catalog

Management). Developed processes and procedures in each area leading

to a more proactive approach to IT Service Management

. Managed multiple projects with budgets up to fifteen million dollars,

all delivered on time, within budget and at a high level of quality.

Projects led include introduction of a global expense management

solution, new hosted email solution, new data archiving solution, new

online global travel system, rollout of Blackberry phones, and an

ongoing strategy project defining three year application roadmap.

. Introduced several standards across multiple divisions that simplified

processes reduced the cost of ownership, and making deployment and

implementation of new technologies easier.

. Set new governance, demand, and program management process that

enabled the business to better judge, approve, and monitor IT

projects.

. Used Six Sigma Skills to identify areas of improvement that saved over

half million dollars.

. Introduced new Video Conferencing solution that reduced travel by over

one million dollars yearly.

ITT Technical Institute Columbus, Oh, 2007 - Present

Adjunct Instructor - Computer Networking Systems/ Electronic Engineering

Technology

. Facilitate material from approved curriculum; develop lesson plans and

instructional aides.

. Participate in school retention initiative by providing regular,

accurate, and

timely feedback to students and the school concerning academics,

behavior, attendance, etc.

. Motivate students to actively participate in all aspects of the

educational process.

. Professional development and in-service activities in accordance with

college standards.

. Maintain and recommend improvements in curriculum design.

. Instruct students in hands on laboratory experiments.

Modern Office Methods Westerville, Oh 1988 - 2008

Field Manager / Field Service Engineer

. Manage a team of Field Service Engineer's by coaching, motivating,

setting goals,

training, and continued evaluation.

. Provide last resort network and application support to team and

clients. Set action

plan and follow though until final resolution.

. Perform analysis of small to mid sized companies. Evaluate processes,

infrastructure, hardware, and software applications. Makes

recommendations based on analysis.

. Work on strategic planning and project teams for special projects and

in review of

internal and external polices and procedures.

. Build and maintain strong relationships with clients, vendors, and

executives by providing exceptional customer service and

communication.

. Supervise help desk and call center operations.

Education

Masters in Business Administration (MBA)

Franklin University - Columbus, Ohio

GPA 3.4 Deans list

Bachelor of Science Degree in Information Technology

Franklin University - Columbus, Ohio

GPA 3.6 Deans list - Cum Laude

Associates Degree of Applied Science in Electronics

DeVry University, Columbus, Ohio

GPA 3.5 Deans list

Related Certification and Training

. Formal training and certification of CompTia Network + curriculum

. Hewlett Packard certifications on a variety of hardware and software

. Formal training and experience using Six Sigma Black Belt methodology

. Formal training with Project Management Professional (PMP) methodology

. Formal training and experience with implementation of ITIL V3

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