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Manager Service

Location:
Scottsdale, Arizona, 85260, United States
Posted:
May 24, 2010

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**** **********

***** * **** *****

(480) ***-****

Scottsdale, AZ 85260 Email:

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

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Call Center Operations / Infrastructure Support / Computer Installation &

Configuration / Customer Support / Global Operations / ITIL / Vendor

Management / Process Improvement / Recruiting

Senior IT Manager, experienced with infrastructure operations and service

delivery. Superior communication skills with proven track record of

business process improvement and achieving operational goals in multi-

business, global organizations.

. ITIL version 3, Foundation level certification

. Experienced leading change in complex environments; versatile and

resourceful leadership

. Service owner who works effectively with business partners and

technical architects

. Outstanding personal skills inventory; critical thinking, influencing

and negotiation skills

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PROFESSIONAL EXPERIENCE

THE CAPITAL GROUP COMPANIES 1993-2009

Telecom Manager / Senior IT Manager, AVP Scottsdale, AZ (2004 - 2009)

Responsible for office IT infrastructure (network, voice, server) as well

as end user support services for desktops, laptops, mobile devices, and

ancillary office systems (audio visual). Managed Call Center

infrastructure (Aspect ACD) and associated call recording environment

(Dictaphone, Voice Logger and Aspect AQM).

Key Accomplishments

. Implemented company's first IP telephony installation of Cisco's

Unified Communications Manager (CUCM) and Unity Messaging as part of

the Phoenix Office project. Served as Voice Operations Stakeholder /

Service Owner for subsequent enterprise telephony and messaging

implementation supporting 5000 end users.

. Led corresponding business transformation initiative by consolidating a

segregated voice infrastructure team, and developing / documenting a

global support model, which improved efficiency and incorporated a

"follow the sun" support approach with Europe and Asia.

. Led continuous improvement initiative for incident management

procedures including the creation of SLA performance reporting, which

helped reduce service level breaches nationally to below 5%.

. Improved change management processes through implementation of a Q/A

test infrastructure, centralized management review of planned changes

and risk, and detailed expectations for outage notification and

communication.

. Defined and implemented proactive event monitoring of voice environment

(Prognosis and NetIQ); ensured quality of service and high availability

through active alerts (HP OpenView) monitored by IT Operations.

. Operations stakeholder for various enterprise project initiatives /

upgrades to include Desktop Encryption, Aspect Call Recording, Windows

XP, Asset Management and Data Recovery.

. Led operations review of Enterprise Backup Infrastructure project and

developed alternative approach resulting in a savings of $200K from

original project budget/scope.

. Managed a site review and revision of the office business continuity

and disaster recovery plan

. Worked with compliance teams in meeting / resolving all SOX audit

requirements and/or exceptions.

**** ********** 480-***-

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Technical Support/Network Analyst Norfolk, VA (2001-2004)

Technical support for PC's, laptops, printers, mobile devices and related

business applications in a multi-business service center with 800

associates. Supported Windows and Novell servers (app, file, and print)

via Active Directory and NWADMIN.

Key Accomplishments

. Effectively managed desktop and printer lifecycles according to

established TCO targets. Led enterprise effort to reduce excess

printer and fax inventory from all service centers.

. Completed numerous application installations and upgrades as a site

project leader/subject matter expert including Lotus Notes 6.0, Windows

2000, Symantec Anti-Virus, VPN remote access

Manager, Shareholder Services Norfolk, VA (1999-2001)

Managed customer support team responsible for inbound/outbound calls and

investment processing.

Key Accomplishments

. Assumed lead recruiting role responsible for sourcing, pre-screening,

interviewing prospective candidates, and representing company in local

recruiting events and job fairs.

. Improved accuracy and consistency of several department forms by

automating data entry via Adobe forms.

Manager, Print-Distribution Center Virginia Beach, VA (1994-1999)

Managed high volume statement processing facility with annual mailing

volumes exceeding 8 million statements with total postage expenditures of

over $12 million.

Key Accomplishments

. Quickly adapted to production environment, becoming proficient with

MVS/TSO (IBM OS390), Xerox 4635 laser printers, Bell and Howell

Mailstar-500 inserting machines

. Transformed a poorly performing team through numerous business

processes improvements, which minimized rework, increased quality, and

completely eliminated outsourced labor.

. Implemented key process improvements for month end reporting, dividend

check audits, duplicate statement requests, and various operator audit

logs for statement printing and inserting.

. Designated trainer for incoming print center managers in each of the

national print centers.

Manager, Administrative Services Norfolk, VA (1993-1994)

Hired at Capital Group to manage a team of 14 associates responsible for

ancillary office and administrative services to include duplicating,

conference room setup, shipping / receiving, and inbound mail

classification.

Key Accomplishments

. Designed and implemented multi-site tracking database for priority

mail, which reduced processing time and improved efficiency of research

requests.

. Implemented new business processes for automating duplicating requests

and inbound mail sort.

AWARDS / RECOGNITION

. Phoenix office accorded top ten ranking in Phoenix Business Journal's

"Best Places to work in Phoenix" for three consecutive years (2005-

2008).

. Ranked top five in 2007-2008 Computer World "100 Best Places to Work in

IT" (#1 in 2008).

EDUCATION AND TRAINING

. Bachelor of Science, James Madison University, Harrisonburg, VA

. Numerous management classes, formal technical training and self study

to include A+, Network+, Novell CNE, CCNA, Microsoft MCP, Windows 2000

& XP Lotus Notes, CiscoVoice, CUCM and Unity, ITIL



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