Customer Service Information Technology

JAMES R. CASEY

***** ***** **** ****** ******** Gardens, CA 90716 424-***-**** *******@*****.***

INFORMATION TECHNOLOGY MANAGER

OBJECTIVE

Seeking Information Technology Management position. Customer Service management experience. Highly skilled and experienced in all phases of Information Systems, including a solid background of desktop and laptop computing environments, encompassing Operations, Sales and Marketing. Key technical forte is logic pertaining to systems analysis, design, and programming with information flow. Always striving for efficient systems integration. Recognized for effective problem solving techniques in a field service environment.

SUMMARY

Experience in a networked environment, supporting various desktops, notebooks and servers. Management experience of information technology operations. Proven ability to provide vision, leadership, and direction to meet strategic objectives. Accelerated infrastructure system development, integration and implementation. Have a creative approach to problem solving, with the ability to think laterally. Strong Customer Service and Team Building skills focused on Process Improvement. Testing implementation and maintenance. Create and manage project plans, resource allocation and timelines, Report on project status to IT Management. Gather, document and communicate system requirements to both technical and non-technical project team members. Define and execute test plans. Document test results. Identify ITIL-Based Process Improvements as part of an effort to define and deploy these improvements in tandem with the ServiceNow system implementation.

PROFESSIONAL EXPERIENCE

IT SERVICEDESK MANAGER

Velocify – El Segundo, CA

February, 2016 – DATE

Manage IT staff, and an operating and capital budget. Participate to develop, analyze and act upon issues regarding technological needs; develop consensus and focus on adding value to the long-term application of information technology to meet the growing business needs. Take responsibility for being the public face of technology. Oversee initiatives to create comprehensive training and awareness programs for users at all levels. Formulate policies and procedures that will assist employees in utilization of new technology and systems. Management of assets and analysis of the current IT environment. Focus on Process Improvement. Advanced knowledge of MAC computer systems. Advanced Project Management Skills. SQL and Microsoft development framework (.net, VB) skills. Implement ITIL standards.

IT SERVICEDESK SUPERVISOR

L.A. Care Health Plan – Los Angeles, CA

January, 2014 – February, 2016

Manage 25 direct hires on the helpdesk. Project Management task to install new Help Desk software Footprints for the entire company. Setup and Project management of numerous CORE system upgrades including Cisco Unified Intelligence, CCA Letters and Footprints. Mange both Verizon and AT&T accounts for LA Care. Replace over 1,000 Blackberries with iPhone running Zenprise encrypting software. Develop, mentor and manage a high quality information technology professional staff. Ensure a 24x7x365 accessible and effective set of CORE business systems upon which the organization depends. ITIL and Customer Service experience. Extensive call monitoring of helpdesk call and calibration calls. Establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers. Pioneered managing and measuring processes compliance to established company policies and procedures. Staff-management skills. Enforce confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA) Hyperion Support. QNXT, QMEIS and CCA with CCA letters installation experience. Project management skills. Extensive Active Directory experience. Management of assets and analysis of the current IT environment. Focus on Process Improvement.

IT SUPPORT SUPERVISOR

California Multimodal, Signal Hill, CA

May, 2004 – January, 2014

Management of team responsible for desktop hardware/software and peripherals, patch management, licensing compliance and overall support of the organizations technical assets. Manage the Service Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed. Manage and process all service requests (including logging, tracking, research, resolution or dispatch, and follow-up) and manages work orders to ensure a timely response is made to all Service Desk requests. Reviews and monitors daily work tickets to address overdue tickets and monitor ticket queues and escalate as necessary. Ability to follow through on tasks from start to finish and work under tight deadlines with a minimum of direct supervision required. Gather and analyze metrics to benchmark the Service Desk workload/performance and identify trends in call center issues; and report to IT Management as requested. Work to promote excellent customer service, effective response times and provide expert insights into general technical support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. Train Service Desk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested. Ensure proper and timely end-user account administration in accordance with controls based on company policies Analyzing and identifying trends in issue reporting and devising preventative solutions. Advance IT Technical services disciplines: Disaster recovery, networks, database management, and security. Managing advanced technical IT projects. Responsible for management of technology based projects and / or tasks within organizational projects including budgets, equipment procurement and integration. Establish and oversee processes for proactive management of desktop equipment, patches and lifecycle.

IT SUPPORT – DIRECTOR / CIO

Pierce / Talbot, LLC, Newport Beach, CA

July, 1997 – May, 2004

Managed call center with 75 direct reports. At Pierce / Talbot I setup the Help Desk from the ground up. We were a company that started with three people and eventually grew to two thousand users. I have extensive experience with Service Desk, Remedy and Footprints ticketing systems. I put all processes and procedures into place. I met daily with the CEO to constantly make process improvements to streamline the business. I put in the process of using help desk software, installed the Toshiba TCP/IP phone system and voice mails. I set up the Irvine office with DID lines so each employee could take direct calls. I set all policies and procedures into a large SOP database for all technicians to share. I also introduced ACT database to help the sales force maximize all sales leads. Supported remote offices in Los Angeles, San Francisco, Mexico, Canada, Memphis, TN, Cleveland, Ohio and Vancouver. We managed all tiers of the help desk. We were in fact the only help desk for the company and all of its customers. Installed Toshiba PBX telephone system.

EDUCATION

Bachelors - Youngstown State University, Youngstown, OH - B.A. Education, August, 1980

A.S. in Computer Information Systems. Fullerton College, Fullerton, CA, May 2013

CERTIFICATION

ITIL® Foundations v3 Certificate in IT Service Management

Certificate number: GR750218656JC Candidate number: 9980008718771259

TRAINING

IBM Lotus Domino 8 system Administration Bootcamp-D8900 CITENT August 28, 2009

OUTSTANDING REFERENCES AVAILABLE ON REQUEST

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