Service Management

Gary J. Lesch

Palos Heights **********@*****.*** Home 708-***-****

Illinois www.linkedin.com/in/garyjlesch Mobile 312-***-****

SUMMARY

Service Delivery lead with experience in the Information Technology field. Extensive work in the areas of planning and managing application design/development, testing, deployment and support. Managed resources located in global locations - United Stated, Europe and Asia-Pacific. Successfully developed and implemented training programs and Business Continuity plans for internal company help desks. Dedicated to providing outstanding support to customers.

EXPERIENCE

TEKsystems, Chicago, IL August 2016 – January 2017

Service Delivery Lead at Exelon

Managed a team of seven (7) analysts responsible for providing 24x7x365 tier-3 support for mainframe and web-based applications used by Exelon employees. Managed demand requests and coordinate completion of work. Contribute to project scoping. Continuous improvement of team productivity.

Meet with client teams to gather requests and negotiate priorities and completion dates for all work approved.

Managed all Exelon projects assigning work to our team based on the client requirements and priorities.

Managed the process to implement program fixes/enhancements, code migrations, Security / RAC-F approvals and data change approvals.

Meet established SLAs for client. Collect, validate, analyze and report results of SLAs to Exelon leadership on a daily/weekly schedule.

Scheduled the team to provide 24x7x365 tier-3 support managing all tickets assigned.

Followed standards set for compliance activities related to data/program changes and enhancements.

ACCENTURE, Chicago, IL. 2000-2015

Service Delivery Lead / Program Management

Worked with internal tier-3 support teams and client contact located in United States, Europe and Asia-Pacific in the planning, development and deployment of vendor supplied mainframe and server-based applications for client engagements.

Supervised a team located in Manila to deliver SLA service reports containing availability metrics of deployed applications to internal management.

Developed and maintained a communications strategy to inform client points of contact about impact to applications due to maintenance activities and unplanned outages.

Supported a series of SharePoint sites accessed by clients which provide details on uptime of deployed applications.

Supported a Configuration Management DB (CMDB) using MS-Access for tracking all client related application information. Managed a development team in India to create a web-based application - conducted training and provided support for the application.

Implement weekly help-desk leadership approved changes for the computer telephony integration (CTI) and automatic call distributor (ACD) systems. Changes were deployed to 5 internal help-desks.

Supported 5 help-desks to ensure all desktop computers and CTI software used by agents was operational.

Supported CTI servers used by help-desks.

Developed application training curriculums for help-desk agents used in training exercises for agents.

Conducted training sessions for help-desk agents for applications they are to support.

Gary J. Lesch

Palos Heights **********@*****.*** Home 708-***-****

Illinois www.linkedin.com/in/garyjlesch Mobile 312-***-****

ADDITIONAL RELEVANT EXPERIENCE

Systems Analyst/Supervisor at Arthur Andersen and Co., Chicago, IL.

Project Management Practices

Communicating with Diplomacy & Professionalism

SOFTWARE EXPERTISE

Microsoft - Word, Excel (Pivot tables), PowerPoint, Project, Outlook, and Visio

Windows XP and Windows 7 / Windows 10

Microsoft server

SharePoint 2010

MS Access

IBM Rational Collaborative Lifecycle Management (CLM); RTC, RRC, RQM; ClearCase, ClearQuest

BMC IT Service Management v7.0 product

CTI server and client applications / Avaya ACD and CentreVu Supervisor

EDUCATION: Math and Computer Science (BA), DePaul University

AFFILIATIONS

Foundation IT Information Library (ITIL) certificate in IT Services Management

Contingency Planning Management (CPM) group

Service Desk Institute

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