Manager Service

Anderson, Steve

» **** Amberly Place, Austin, TX 78759

» 832-***-**** *************@*****.***

»

»

» Service Desk Management

» Service Delivery Management

» ITIL – Foundation Certified

» High Performance Leadership

SUMMARY

» Experienced IT professional with 17 years in Information Technology management in Service Delivery

PROFESSIONAL EXPERIENCE

Alert Logic September 2011 – Present

Manager of Customer Support

Launched an entirely new customer support organization within one of Houston’s top 50 fastest growing IT companies.

After assessing the current and future state needs of Alert Logic’s customers, drafted a full suite of new employee roles

and responsibilities, recruited the new team members, created standard operating procedures, implemented formal

training for new and existing employees to launch a Service Desk offering complete with ITIL based case management

and escalation processes. Added a monitoring team of Linux engineers better capable of supporting proprietary hardware

configurations 7x24, and assembled an escalation team to manage complaints and enable customer success through

customized training.

Atos Origin July 2008 – September 2011

Service Desk and Service Delivery Manager

Responsible for all service desk operations including quality, operations, knowledge management, facilities management,

SLA management, executed within the ITIL framework and full P&L responsibility and accountability. Through LEAN

implementation, we consistently met targets and improved efficiency. Also served as the Service Delivery Manager for a

key global customer, provided KPI reporting, and generated financial summary reports and analysis for customer audit

and control.

Getronics July 1996 – June 2008

The following positions beginning in 1996 were all held at Getronics in various offices and capacities

Service Desk Manager, Houston/Tewksbury ESC January 2006 - June 2008

Identified by senior management to move into operations management role supporting one of this company’s most

important financial customers, Deutsche Bank. Split between Houston, TX and Tewksbury, MA, the ITIL compliant service

desk processes an average of 60,000 transactions per month including incident/request management, software

distribution, and problem management. As a cost savings measure and for employee wellness, I launched a program

Professional Experience Continued on Page 2

which allowed service desk analysts to work remotely from their home office. The program was popular and successful in

that quality and performance improved, and a high attrition rate was cut to below 15%.

Director, GSC Managed Service Desk, Mexico City June 2004 – January 2006

Created and implemented the GSC Managed Service Desk as a turnkey operation. With the leadership team I put in

place, we developed effective processes to manage service levels and quality for our end users throughout the Americas

in four (English, Spanish, Portuguese, and French) different languages. The operation quickly grew in size adding 7 new

customers from the beginning. The business model forecasted 2 times further growth by the middle of 2006. Our team

quickly grew to over 200 and was awarded the global services award for achievements in quality and performance in the

fourth quarter of 2005.

GSC Manager, Mexico City November 2003 – June 2004

Participated in the creation and implementation of the Global Service Center (GSC) in Mexico City. The GSC concept

was to provide existing and potential customers a North American best-shore, low-cost remote service solution. Our

successfully completed mission was to be able to bring existing best practices from current operations and to implement

like services which would work in concert with other centers around the world. My tasks included identifying the location

in Mexico City, build out of the new facility, and staffing the facility to deliver services.

TAC Manager April 2002 – November 2003

Managed the Houston TAC with overall operational and P&L responsibilities. Ten highly trained teams, totaling over 150

personnel, supported top end OEM internetworking equipment for our customer’s customers across the globe. I served

as the final point of escalation and kept final ownership for all issues. Managing to a tight budget, we successfully met

service levels and avoided possible financial penalties while reducing the size of the operation considerably. The eventual

downsize was a direct result of helping the client meet their need to drastically reduce support costs by moving into lower

cost labor markets.

Operations Manager April 1997 – January 2002

Responsible for operations and a team of over 830 which included teams of supervisors, Tier1 and Tier 2 technical

support analysts and presales representatives. Assured our company met all service levels pertaining to the contract with

high quality service, and all the while staying above profit margin targets. Hosted operational review meetings directly

with the customer and program office to demonstrate operational effectiveness and explore ways to better serve the end

user. Participated in preparations of the statement of work and the contract agreement.

Shift Supervisor November 1996 – April 1997

Supervised over 50 Internet technical support analysts. Interviewed and trained hundreds of new analysts at a rapid

pace. Increased quality and productivity through daily call monitoring and ticket reviews, using a quality measurement

process I developed. Created new procedures to keep up with tremendous growth. Point of contact for technical and

personnel and caller issues. Managed personnel scheduling weekly, based on call volume reports and other staffing

needs.

Help Desk Analyst July 1996 – November 1996

Provided quality, Internet Technical support to Bell Atlantic Internet Solutions (now Verizon) end-users via telephone.

Successfully grew technical expertise as related to Internet Services.

JC Penney’s, Nacogdoches, TX June 1995 – May 1996

Floor Supervisor and Loss Prevention

To support my final year at the University, I worked supervising and assisting clerks throughout a JC Penney store.

Assured cash register (long/short), jewelry control and inventory procedures were carried out properly while quality

customer service was maintained. Produced daily, weekly and monthly reports to identify and minimize store loss.

Apprehended and prosecuted shoplifters who were turned over to the Nacogdoches police department.

Achievements in Operations Management

• By adhering to a strict policy that every employee can and wants to be successful, my teams have become well

known for achieving their goals in efficiency and quality. Have established growth plans which have led to

developing leaders throughout the company

Steve Anderson

• Managed large organizations with staff sizes of up to 850 personnel in multiple centers. Increased productivity,

and kept focus on issues pertaining to organizational behavior during times when morale in the industry tended to

be low. Two of my direct reports won the Director’s Award (highest honor) and I awarded a new team leader the

Customer First award.

• Led the initiative to develop and implement a successful remote worker project at the service desk agent level and

throughout the organization. Over 70% of the staff would eventually participate, leading to a reduction in

necessary floor space and a substantial cost savings in real estate and facility management.

• Participated in analyzing overall business methodologies using financial and other statistical data. Collected data,

presented and ultimately implemented a proposed solution which, over a period of two quarters, increased

revenues by $1.8 million and bottom line profits from a forecasted $3,000 loss to a profit of $1.2 million in support

of the customer.

EDUCATION

Anderson High School, Austin TX – Graduated 1991

• Area of focus including French and German with goal of foreign study and/or employment

• Honors programs in English, History and Mathematics

Stephen F. Austin State University – Graduated 1996

• Bachelor of Business Administration

• Major: International Business

• Minor: French

Management Certifications

• University of Houston – Spring 1997 Managing Certification: Coaching for success, time management, legal

issues in the workplace, managing change, etc.

• ITIL Foundation Certification – ITIL v2 and v3 bridge certifications

• High Performance Leadership – Fall 2007 Advanced leadership skills training focused on setting and

managing by objectives, effective coaching, and problem resolution.

TECHNICAL BACKGROUND

Technically proficient with MS Windows (3.11 through 7), and the MS Office Suite especially with using Excel to generate

ad hoc reports with raw data. Work in environments consisting of vast and varying LAN/WAN architectures, and closely

with telecommunications experts in complex call center configurations on the Nortel Meridian, Symposium, Cisco IPCC

systems, and Mitel PBX with PrairieFyre ACD. Also familiar with a variety of incident management systems and how to

exploit their functionality to promote successful ticket behavior.

Steve Anderson

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