Service Manager

Kari Hriczko

720-***-**** – ****.*******@*****.*** – LinkedIn

IT Service Delivery Management

Infrastructure Planning-IT Management-Project Management

Service Delivery Management (SDM)

Finance & Risk Management

Service Level Agreement (SLA)

Third Party Management

ITIL Processes & Framework

Quality Assurance (QA) Management

Infrastructure Planning

Leadership & Mentoring

Talented leader, with expertise in the day to day operation and provision of IT services.

Demonstrable IT technical and service management track record in complex IT environment comprising both internal and external IT providers.

Practical experience of implementing and managing IT Service delivery using ITIL processes, with exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of diverse scopes in a cross-functional environment.

Proven track record in building and maintaining effective supplier relationships in complex multi-vendor outsourced / third party supplier delivery models. Ability to manage small teams in a dynamic environment delivering business critical systems.

Strong technical IT skills with sound knowledge of infrastructure planning and operations, design, and deployment, as well as system life cycle management. Broad knowledge of current and emerging technologies, technology directions and strategic application to business needs.

PROFESSIONAL EXPERIENCE

HUNTER DOUGLAS CORP. Broomfield, CO 2/2016-6/2017

IT Operations Lead

Coordinated the internal IT Service Delivery teams supporting 10,000 users across Canada, US, and Mexico, including the IT Service Desk and Application support staff through performance management, coaching, mentoring and day to day direction. Developed and maintained a detailed knowledge of relevant IT Frameworks as a key supporter of production and implementation of all necessary local IT policies and procedures to create a robust IT Service Delivery framework. Responsible for running Maintenance Weekend and Disaster Recovery. Scheduled testing windows, organized test cases, created testing documentation, communicated impact to the business, hosted testers meeting, coordinated support for problems uncovered during the test window, and reported results. Managed suppliers of technology services, including those delivered by internal shared services, to ensure services are delivered in accordance with agreed SLAs. Pro-actively identified, assessed, managed, and reported IT related risks. Planned and executed mitigation and contingency actions to help reduced unplanned impacts to internal systems.

Key projects:

Levolor transition: Worked directly with Levolor’s IT Director and site administrators to provide support and training during the transition. Coordinated the implementation of Hunter Douglas’s enterprise standards at the Levolor sites. Wrote documentation for 600+ end users.

Quality Assurance Audit: Designed and implemented the Quality Assurance Auditing process to gather data on misrouted tickets. Identified opportunities for process improvement and training to reduce errors and increase efficiency.

Change Management: Restructured and oversaw the Change Control process. Tracked and documented changes, from inception to implementation for two change control boards. Conveyed change’s impact to the business and/or users.

Maintenance Weekend: Worked with Web Services to create an online form to automate the reporting of testing results, reducing 50% of time required (from 6 to 3 hours) and allowing 40+ key users log findings simultaneously.

Outage Escalation and Communication: Outlined the Outage Escalation and Communication process after working with the business and system administrators to determine the priority of each site and/or application

ININ PureCloud: Tested the application and noted concerns, and directly assisted with support during initial rollout

OneHD: Designed the account request process, created supporting documentation, acted as a liaison between OneHD Security team and the business, documented information on the supporting / configuring software

Knowledge Base: Managed lifecycle process for 500+ documents, from outlining to retiring (Cherwell, Box). Imported documentation from other locations to create a centralized repository accessible to all IT support. Coordinated with IT across the business to create documentation reducing single point of knowledge failures.

Efficiency Improvements:

1.Standardized the process for ticket handling at the Tier 1 and Tier 2 level. Created One-Steps/Automations to reduce time spent on ticket classification / coding

2.Partnered with internal IT to identify common tasks that could be reassigned to Tier 1 and/or Tier 2. Outlined, defined, and enacted protocols for handling common tasks maximizing the amount of time and money spent on higher level resources

USARC Broomfield, CO 12/2012-2/2016

IT Service Desk Senior Team Lead (contract via SAIC)

Contributed to design and application of robust IT (including Cyber) Security controls and processes to help maintain the integrity and reliability of systems and data. Created schedules and approved time off for 55 analysts to ensure 24/7 coverage, modifying schedules, and reducing overtime, while coordinating 1,200 requests daily. Participated and contributed to identification and selection of solutions and suppliers for new technology requirements, ensuring that appropriate service introduction standards and processes are followed. Played active role in the IT management team, providing in-depth technical expertise to support key business and IT decisions. Monitored and trended all production systems, intervening where required to ensure achievement of required performance and availability SLAs. Planned and managed the costs associated with systems maintenance, identifying opportunity to contain and manage cost through efficiency, strategic investment and replacement / retirement of legacy / end of life solutions and related infrastructure.

Conceptualized, created, and implemented several professional development programs, including hire training and Peer Mentoring initiatives. Coached analysts and leads to improve performance and best practices compliance.

Created, published and maintained Knowledge Base documentation as well as instructional documentation for USARC end users (200,000+) to support new releases.

Spearheaded successful conclusion of email migration process for USARC, to DISA (DEE DISA Enterprise Email).

ICE Broomfield, CO 9/2007-12/2012

IT Service Desk Team Lead (contract via SAIC)

Managed Service Desk team of 85+ analysts, providing 1st & 2nd Line support. Acted as point of escalation for all 2nd & 3rd Line issues. Developed processes and procedures, while educating team on best practice, creating and managing relevant documentation (guides, FAQ's, process documents etc.) and ensuring accurate storage of data on Service Desk Management tool (remedy). Compiled management report for CIO, hosting OCIO daily meetings.

Redesigned the new hire training program. Secured seamless transition of succeeding service providers before the contract expiry, providing training and mentoring as required.

Previous experience includes System Administrator role (7/2004 to 7/2005) with Ridgetop Dental Care.

TECHNICAL PROFICIENCIES

Platforms:

Windows XP – Windows 10, Chrome OS, macOS, Google’s Android, Apple iOS

Tools:

G Suite Admin, Gmail, Google Hangouts, Google Calendar, Chromebox, BetterCloud, SolarWinds, xMatters, vSphere, NetApp, Dell KACE, AirWatch, Active Directory, Exchange, IDM, Box, Lucid Charts, WebEx, SAP, Mainframe, Global Protect VPN, Cisco AnyConnect, ININ, ESNA, Cisco Call Manager, InterCall, Blackberry Enterprise Services, Bomgar, Remote Desktop Connection Manager, LogMeIn, Dameware, Cherwell, CA Client Manager, Remedy, Adobe Pro, Office 2016, Office 365, OneDrive, SharePoint, Software Center Configuration Manager

EDUCATION AND CERTIFICATIONS

Bachelor of Science, Elementary Education, 2014, UNIVERSITY OF PHOENIX, Phoenix, AZ, 2014

KCS V5 Foundation ITIL Foundations V3 CompTIA Security + Skills for Success (2016)

VOLUNTARY EXPERIENCE

Intake & Resources Coordination Specialist, Broomfield FISH, Broomfield, CO, since 2017

Curricula Developer for primary school in Nepal, Developing Hands, Thornton, CO, since 2011

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