Manager

Steve's InformationLocation: Placentia, CATitle: Manager - IT ServicesStatus: In need of a jobExperience: 12+ yearsWork Types:

Willing to Relocate: NoWilling to Travel: Do not mind travellingCareer Level: ManagerWork Status: U.S. CitizenInterests:

Transportation/Trucking/RailroadMember Since: 2010-03-17 Helpful Links

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STEVEN L. AGG

California 92870

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

A professional IT Manager/Project Manager looking to become a member of a progressive and diverse team where my extensive hands-on experience would be applied to:

Building teams, directing multiple projects simultaneously, and working under pressure while maintaining focus on objectives and deliverables on time and within budget.

Managing resources by selecting and developing employees to fill talent gaps. Demonstrated ability to motivate self and others to overcome adversity and achieve long term strategic goals.

Building customer relationships, achieving customer buy-in and ownership enabling successful project deliveries.

Developing and documenting business, technical, and operational processes for the purpose of enhancing operational awareness and improving work flow.

CAREER EXPERIENCE

Jacuzzi Brands, Chino, CA 1/2008 - 11/2008

Manager - IT Services/Helpdesk

Built, improved and managed the day-to-day efforts of Tier 1 and Tier 2 IT Services group. Oversaw Service Management/ Proactive Services/ Analytics and Problem Management, directly managing up to 5 employees.

Implemented processes for building team synergy, improving customer communications and satisfaction, and creating consistent problem resolution processes. Accomplished a 73% improvement in issue resolution rates while increasing levels of support.

Collaborated with clients, direct reports, corporate officers, and other management to develop solutions and facilitate cooperation between departments.

Managed assets; purchasing, setup/configuration, installation and maintenance of desktops, laptops, phones/PDAs, printers, scanners, and associated software, company wide.

Implemented processes for the reporting status, issue trends, and KPIs for keeping IT Management informed of performance and issues.

Vendor development and management, including Verizon, ATT, Sprint and CDW.

Contributed suggestions in support of enhancements to processes, tools acquisitions and the development of IT Maturity Models.

Improved Root Cause analysis processes resulting in enhanced problem resolution and minimizing issue reoccurrences.

BNC Mortgage, Irvine, CA 12/2004 - 8/2007

AVP, Support Manager (BNC Mortgage - Lehman Bank)

Managed staff procurement, training and problem resolution in the day-to-day efforts of a team lead and up to nine support desk analysts.

Improved team's performance from a 40% to an 84+% first call resolution rate.

Enhanced customer perception by building customer relationships, making staff changes, providing training, overcoming obstacles and challenging the team to provide better service in all aspects of customer support and problem resolution.

Implemented a knowledge base to record issues and resolutions for use by all staff members.

Increased productivity and effectiveness by providing training, documentation and resources for customer solutions. Performed Root Cause analysis on issues and provided recommendations for process improvements.

BAX Global, Irvine, CA 4/1999 - 8/2004

Project Manager/ Business Systems Analyst

Lead analysts and project teams (Regional, National, and International clients and vendors) in the analysis and documentation of business objectives and preparation of specifications for the development and delivery of business solutions through implementation. Performed as senior analyst and the face to the customer during the solutions development.

Managed and maintained day-to-day work progress on multiple assigned projects that were designed, delivered and supported resulting in over $100,000,000 yearly in revenue to the organization.

Managed customer expectations, created requirements and technical specifications for new applications and updates to existing systems and processes using System Development Life Cycle (SDLC).

Using various processes and platforms such as Mainframe to PC transfers, FTP processes, EDI messaging (ANSI/EDIFACT), and other platforms, provided customers and users with technical interface solutions for communicating material and shipment data requirements between supplier, shipper, and customer systems.

Provided analysis, feasibility studies, requirements gathering, specification development for design, development, and the documentation required to define problems and recommend solutions.

Provided communication to all levels of management detailing progress status, challenges, and recommended solutions. Performed Root Cause analysis and provided recommendations for process improvements.

V-Systems Inc., San Juan Capistrano, CA 2/1997 - 4/1999

Technical Publications Manager

Managed team direction and progress for development and ongoing maintenance of all written, online, HTML, and PDF technical documentation.

Performed testing and verification of all the application's functionality and performance during the development cycle.

Implemented on-line help development tools and products to create both HTML and PDF documentation for Intranet and Internet sites.

Applied Digital Access & V-Systems Inc., Mira Mesa/San Juan Capistrano, CA 8/1996 - 2/1997

Project Manager/Sr. Business Analyst (Consultant)

Led teams in development of on-line, interactive help documentation for Windows based application that monitored the testing and configuration of high traffic voice and data lines. (Applied Digital Access).

Consulted on the conceptual design, development and production of commercial administrative and client reference manuals for UNIX based faxing products and later upgrading to Windows platform.

Microframe Technologies Inc., Ontario, CA 12/1993 - 7/1996

Team Lead/Sr. Documentation Analyst

Managed projects in development, preparation, and maintenance of written and on-line documentation for Human Resource and Project Management Software, focused on government and commercial projects.

Managed projects from inception, through development, quality review and Customer Support.

Interfaced with the Production Manager in the final production for software releases.

Additional Experience

Coldwell Banker - Mission Viejo, CA - Sr. Methods Analyst 1992-1993

IMS - Marina Del Rey, CA - Team Lead (Hyundai Motors of America) 1992

KPMG Peat Marwick - Los Angeles, CA - Consultant (Mazda Motor Corporation) 1991

J.R. Moranz & Associates - Newport Beach, CA - Project Manager (Allergan International) 1991

Computer Power Group - Irvine, CA - Consultant/Team Lead (Allergan International) 1990

International Management Consulting Co. - Gardena, CA - Consultant (Nissan Motors) 1989-1990

The Orange County Register - Santa Ana, CA - Standards and QA Analyst 1988-1989

Business Management Services - Riverside, CA - Consultant 1985-1988

Butterfield Savings and Loan - Santa Ana, CA - Project Manager 1984-1985

Nissan Motor Corporation - Gardena, CA (Consultant 1 year, Employee 1.5 years) 1981-1984

American Honda - Torrance (Consultant - Parts Reconciliation Project)

Organizations

Member of the Orange County Chapter of the Project Management Institute (PMI).

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