Project Manager Management

PETER HAYS

**** ****** **** • Austin, TX ***** • Cell: 512-***-**** • Email: ****@*****.***

EXECUTIVE MANAGEMENT

Resourceful and efficient Professional with expert level Problem, Incident, Change, Release,

Asset, and Configuration Management experience supporting Managed Services and Service &

Helpdesk Operations of over 34 Global Fortune 1000 corporations, and local, state, and

national government infrastructures. ITIL/COBIT practitioner in outsourced, insourced, and

mix-sourced environments integrating ITIL/COBIT frameworks within Global and Local IT

organizations. Artfully skilled in ITIL process management, strategic planning, cost reduction,

and continuous improvement. Effective customer and inter-departmental liaison with superior

skills in creative troubleshooting, client-facing, and relationship management.

CORE COMPETENCIES

Global Managed Services • Incident & Problem Management • Operations Management

Change & Release Management • Business Process Management • Project Management

Continuous Process Management • Service Delivery • Technical Project Management

Asset & Configuration Management • Staff Leadership & Motivation • Strategic Planning

PROFESSIONAL EXPERIENCE

NORTHSTAR FINANCIAL CONSULTANTS, Austin, TX 07/2008 – 05/2009

Ranked the 5th largest financial services firm among GAMA International members.

ITIL Service Desk Consultant & Project Manager

In a multi-functional role serving as ITIL Consultant and Project Manager, tasked to install,

train, and support the staffing of North Star’s ITIL-based managed services helpdesk and ticket

management implementation initiative supporting over 2700 US-based associates in a

Windows XP/Vista and MS Exchange 2003 environment. Using RACI, developed an

authority matrix to indentify Managed Services, Financial Solutions, and Employee Benefits

stakeholders. Based on ITIL framework and reporting, installed Peregrine ServiceCenter 6.0

web-based ticket management system to support the in-house service desk and matrixed

incident, problem, knowledge, change, release, asset, and configuration management support

teams. Mapped and matrixed remote Network Ops Center and Application Support teams to

support high severity helpdesk incidents. Developed Metric and KPI reporting documentation

to support Service Level Agreement management.

Achievements:

• Using RightNow knowledge management system, documented 23 Systems & Applications

NorthStar supports, creating over 300 and growing Helpfiles that allows calls to the

helpdesk to drop from 13+ minutes to eight (8) minutes per call and increasing customer

satisfaction from 2.3 to 4.8/5.0 in six (6) months. Currently, First-Call-Fixes are 78%.

• Saved NorthStar and estimated $6000/month in travel expenses by introducing WebEx as a

functional tool to host weekly stakeholder meetings.

• Identified top six (6) economic intensive services and developed Sev1 and Sev2 Incident

Management service restoration and disaster recovery procedures.

• Populated web-based Event and Alert Dashboard system as a resource center for

Stakeholders for initial reporting and current statuses of Sev1 and Sev2 outages.

PETER HAYS … 512-***-**** Page 2

PATNI CONSULTING, Boston, MA 04/2008 – 07/2008

International firm with 31 locations servicing more than 200 Fortune 1000 companies.

Project Manager & ITIL Process Consultant

Contract Project Manager and ITIL Process Consultant for MetLife’s Incident, Problem,

Knowledge, Asset, Configuration, Change, and Release Management development teams to

support MetLife’s BMC Remedy v7 ARS ticket management global upgrade initiative and

training of the newly acquired outsourced, off-shore IT support and reporting staff. Initiated

and developed Service Level Agreements across all lines of business for sales and

administration clients. Developed reporting methods for help desk metrics, problem

management trending and cost analysis, and an evergreen process for knowledge management.

Developed comprehensive online training documents for off-shore staff to perform incident,

problem, knowledge, change, asset management, and metric reporting.

Achievements:

• Spearheaded the efforts to identify more than 10,000 helpdesk documents and consolidated

65 departments into a Remedy and Lotus Notes migrated database. Project saved the

organization two minutes per incident by identifying correct documentation and increased

client scores from 3.8 to 4.7 out of 5 in three (3) months.

• Reduced impact during outages by creating incident management guidelines and identified

high-profile targets such as VIP’s and economic intensive applications. Project saved the

organization more than $340K in critical incidents by reducing time down.

Turnaround underperforming help desk operations, increased ticket resolution time, and

reduced cost by $1.3M in 13 weeks through the implementation of resolution tracking.

UNISYS CORPORATION, Austin, TX 09/2004 – 10/2007

Provider of global secure business operations solutions.

ITIL Incident & Problem Manager

Responsible for disaster recovery, incident, and problem management for 32 clients in the arenas of

education, Fortune 500 corporations, and large government infrastructures with operations in NA,

EMEA, and APAC. Coordinated the verification, ownership, direction, and communication of event

restoration activities. Analyzed and resolved critical client issues. Served as a subject matter expert

and provided training for new staff members.

Achievements:

• Developed disaster recovery solutions, ensuring quick resolution of critical IT services by

starting with ITIL framework and leveraging it to meet the client’s business requirements

and maturity level.

• Reduced equipment cost by $1.8M and contractor cost by $4.5M though the consolidation

of all client knowledge databases into an online accessible (RightNow) knowledge database

shared by Globally Managed Service Centers in 26 countries.

IT SOLUTIONS, Austin, TX 10/2002 – 09/2004

Technology assessments and integration services for home-based and small businesses.

Self-employed Executive Technical Services Consultant

Provided technology & telecom assessments and integration services for in-home and small

businesses, including ISP managed services. Performed hardware and software assessments,

acquisitions, installations, upgrades, repairs, systems, network security, and consultation.

Continued.

PETER HAYS … 512-***-**** Page 3

Achievements:

• Designed and implemented over 60 small and home-based computer systems in under two

years, resulting in an increase in revenue by more than $370K.

• Generated $31K in assessment services and $248K in hardware and software purchases by

working with local vendors to provide Internet, telecommunications, and hardware support

for clients.

US FOODSERVICE, Austin, TX 01/2001 – 09/2002

nd

2 largest broadline foodservice distributor in America

Information Technology Manager

Directed four staff members, providing management of IT operations with an annual budget of

$2.4M. Ensured network security for mainframe operating system in a remote 24x7 environment.

Handled the installation of programming, training, and support of the telecommunications system

with 600 DID and 400 VM accounts.

Achievements:

• Spearheaded the Exchange to Lotus Notes conversion project, resulting in implementing

email uniformity and installing email services for new acquisitions. Project included

providing training to over 600 warehouse, offices, and sales staff.

• Enabled staff to send/receive email and transmit orders from the field through the

implementation of AT&T WLAN.

• Resolved tense conflicts with previous IT Manager after a demotion, increasing staff

motivation and overall team morale.

AUSTIN INDEPENDENT SCHOOL DISTRICT (AISD), Austin, TX 03/2000 – 07/2000

A Universe of Opportunity for Every Child

MIS Supervisor

Responsible for operations and staff of eight (8) Operators and support staff for AISD in a

24x7, IBM 9672 r14, MVS/OS390 mainframe, NT 4.0, and Lotus Notes r5 email environment

with an annual budget of $1.4M.

Achievements:

• Responsible for generating RFI’s and RFP’s for report card mailing postal services,

standardized test grading equipment for TAAS (Texas Assessment Academic Skills) testing

requirements, maintenance contracts for central office equipment, and procurement of

paper and printing supplies.

• Tasked with documenting current mailing and print service processes to determine ROI and

successfully presenting a business case to reduce annual MIS operating costs by 10%

($140K).

SYSCO CORPORATION, Austin, TX 06/1986 – 03/2000

The largest foodservice distributor in North America with over 400,000 customers.

Operations Coordinator

Managed daily operations of a wholesale foodservice distribution shop with four Computer

Operators. Managed an annual IT budget of $325K. Performed staff reviews and provided

opportunities for growth through online IT education.

Continued.

PETER HAYS … 512-***-**** Page 4

Achievements:

• Led the physical plant relation of IT services to a new location from Austin to Round Rock,

including vendor development, installation of UPS system and generator, and all

infrastructure development.

• Directed the conversion of 10 Sysco locations from mainframe to AS400/UNIX. Project

including providing mentoring, motivation, and team building for 14 staff members during

a year-long assignment.

• Facilitated a Y2K initiative to provide training programs for over 3,200 SYSCO

administrators and users, saving the company $1.44M. Project included providing

education to Sales, Accounts Payable, General Ledger, and Management.

EDUCATION & CERTIFICATIONS

Kilgore College, Kilgore, TX, AAA, Merchandising

University of Texas, Austin, TX, Advertising

ITIL Foundations V3

Six Sigma Green Belt

CompTIA, A+

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