Donald L. Anderson III

Orange, CA

ac27zs@r.postjobfree.com

www.linkedin.com/in/donaldanderson3121

201-***-****

SERVICE/PROJECT MANAGER

IT/Deskside Manager with extensive experience managing support operations and systems in the Information Technology function. Major responsibilities include vendor management with an emphasis in leadership and services. Leveraged skills in managing teams globally by incentivizing hard work and increased customer satisfaction that lead to best practices for any business.

Vendor Management

Quality Assurance

Deskside Management

Service Desk Management

Procurement Management

Project Management

RFPs

Best Practice

Telephony - IVR Management

HDI Member

MCSE

ITILv3

PROFESSIONAL EXPERIENCE

TOYOTA FINANCIAL SERVICES, Torrance, California 2006 - 2017

Toyota Financial Services is a leading provider of automotive financial services, offering an extensive line of financing plans and vehicle and payment protection products to US Toyota customers and dealers

ESS Manager, 2013-2017

Promoted to manager for strengths in leadership, knowledge of the business and outstanding ability to deliver high quality, comprehensive and accurate support for the Service Desk/Deskside Services functions. Ensured proper financial controls were in place for the term of all outsourcing agreements.

Provided integral leadership and strategic direction for mission critical services related to the Service Desk and Deskside supporting 5,600 team members nationwide on a 24x7 basis.

Provided leadership and oversight for all project activities related to tower services. Drove best practice standards and consistent experiences for all financial services channels.

Worked closely with the Program Management Office, BSA Center of Excellence, Information Security, and QA Center of Excellence to ensure standards of projects and system enhancements were met and delivered.

Responsible for system enhancements, SOW creation, negotiations and execution for vendor and solution providers for related business units impacted by the various technologies.

Deskside Supervisor, 2010 – 2013

Selected by CTO in recognition of strong business relationships and management of core budgets in IT operations for HQ, DSSOs and CSCs. Ensured their alignment with resource allocation and hardware/software procurement.

Donald L. Anderson III ac27zs@r.postjobfree.com 201-***-****

Page 2

Managed, guided and maintained IT vendor related services for the entire TFS end user community.

Provided expertise in both business operations and technical trends with business impact.

Managed and performed enterprise wide projects that included hardware, local client software and server upgrades.

Served as a technical reference/leader on critical projects and advisor to multiple project teams.

Provided reports & metrics for all Deskside/Service Desk related service levels and leveraged vendor services accordingly.

Ensured knowledge scripts and KBs were accurate and updated.

Lease Admin Supervisor, 2008-2010

Appointed to the Business for strengths in relationship building among team members, to provide technical and procedural lease support for TFS Corporate and Branch Operations

Recommended changes to TFS lease plans (i.e. system improvements, edits/defaults design enhancements) that improved productivity and efficiency upon lease inception or termination.

Reviewed LPROC inventories and query criteria periodically and made corrections/deletions as needed. Designed and ran queries to support various departments as well as their monthly reports.

Analyzed test results on vehicle lease system enhancements and improvements. Reported and made recommendations on design specifications.

Monitored and maintained lease system tables for accuracy to ensure leases booked by Branch Operations complied with purchase policy and program parameters. (I.e. Subvention, Residuals, Hard Adds, etc.)

Monitored the Inventory Tracking System and responded to specific issues related to accounting and lease end reconciliation of customer deficiency reporting, which impacted branch gain/loss.

Deskside/Exec Support Supervisor (Sr. Tech), 2006-2008

Transitioned from business partner to team member to manage, guide and maintain IT vendor related services for the entire TFS end user community (5000+ users).

Provided expertise in both business operations and technical trends which impacted business.

Managed and performed enterprise wide projects that included hardware, local client software and server upgrades.

Served as a technical reference/leader on critical projects and advisor to multiple project teams.

Provided reports & metrics for all Deskside related service levels and leveraged vendor services accordingly. Monitored all production servers and application vitals through online portals and Siebel/Topaz dashboards to ensure timely support and minimal downtime.

Served as relationship liaison between TFS and TMS to maintain healthy business relations to meet long term goals. On call 24-7 for sev1 & 2 escalations.

EDUCATION

Business Administration: University of North Texas

Arts & Sciences: El Centro Community College

Donald L. Anderson III ac27zs@r.postjobfree.com 201-***-****

Page 3

ADDITIONAL SKILLS

Active Directory

Office 365

Windows 7/8/10

VDI – Virtual Desktop Infrastructure

SNOW

CTI Pop

Live Agent Chat

RSA (Remote Access)

PC Desktops, Tablets and Mobile Devices

Printers

MFDs – Multi Functional Devices

Apple Product Suite (iPads, iMacs, MacBook Pros, iPhones, etc.)

Contact this candidate