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Service Manager

Humble, Texas, United States
January 13, 2018

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Robert J. Kelley

*** ******** ** #***

Kingwood, TX 77339



Solutions oriented, highly analytical and detailed Technology Professional with 15+ years comprehensive experience in servers, applications, troubleshooting, analytics and business product implementation management. Self-motivated team player with strong relationship-building and communication skills.

Ability to explain process at a detailed level for individual contributors as well as to senior executives

Improved Service Level Agreement Change (SLA) success metrics from 94.2% to 99.1%.

Focused on solving problems for customers by reviewing current pain points and guiding them to a solution.

Leadership focus: Managing and Training team members, answering process questions and guiding team members to become experts in their function.

Experienced with both BMC Remedy and Service Now tool platforms.

Experience with Incident, Problem, Change, Configuration and Request Management.


NTT DATA, Dallas, TX 2013 – 2017

Account IT Change Manager Lead (10/13-11/2017)

Drive process adherence and awareness to minimize risk and provide maximum availability while delivering quality and value to the NTT DATA clients. Educate users/groups, IT and non-IT associates, on Change Management processes and metrics.

Create agenda and Chair Change Advisory Board (CAB) meetings (50+ attendees) globally

Communicate with senior level executives regarding high impact RFC's (Request For Change) that are not part of a scheduled release.

Assign/balance the work load across the Change Management resources using BMC Remedy software & ServiceNow.

Review RFC's for Server Support, Network Services, Middleware, Manufacturing, Sales & Marketing to ensure they meet compliance standards for internal and external auditors.

Investigate queries raised by external auditors.

Create ad hoc database reports using SQL.

Perform user acceptance testing (UAT).

Assist with creation/re-writing of Change Management policy and procedure documentation.

Lead short-term project teams to complete initiatives for strategic goals.

Chair PIR – Post Implementation Review and lowered CCI and unsuccessful changes 36%.

Research Changes Caused Incidents with Incident, Problem and Release Management.

Change Management Team Lead 2005 – 2017

oSet agenda for weekly staff meetings

oMentored junior team members

oManaged escalations from users

Administered Change Management team SharePoint from (2011 – 2017).

DELL COMPUTERS, INC., Austin, TX 1998 – 2013

Service Manager / IT Change Management Lead (04/04-10/13)

Liaised with IT Support, IT Development and business customers to identify and resolve service interruptions and IT escalations. Assisted with the documentation and implementation of ITIL standards for Service Level Management.

Key Contributions:

Create agenda and lead Change Advisory Board (CAB) meetings (30+ attendees) globally.

Liaison between IT and executive management for the Nashville & Reno manufacturing teams.

Point of escalation for the business regarding critical technology issues.

Researched, analyzed and presented change data/metrics and trending to executive leadership regarding the status of IT performance and suggested solutions for improvement.

Created cross-functional process maps for the Change & Release Management Service Level Agreement (SLA) processes to clearly identify ownership.

Documented Dell's procedures for negotiating Service Level Agreements (SLA’s) with customers.

Raised ITIL awareness by presenting to the basic overview of ITIL and Service Level Management to the Desktop Support teams in the US, Brazil and Europe.

Mentor/train new team members in the US and Malaysia.

Coordinated releases with Release Management.

Programmer Analyst II / Application Manager (10/98-04/04; Austin, TX)

Provide outstanding customer support while reducing mean time to respond and mean time to restore service.

Supported operations in the United States, Brazil, India, Ireland and Malaysia.

Provided application support for Unix, Windows & Tandem OS based systems. In addition to the multiple supporting services of MSMQ, IBM MQ, Apache, Tomcat, XML formatting & EDI messaging.

Led short-term cross-functional teams to resolve production issues.

Mentored and trained team members and business partners on new tools and applications.

Documented support procedures for multiple manufacturing applications in the knowledgebase tool.

Setup and configured UNIX servers.


Bachelor’s Degree– Major: Management, Minor: Computer Science

Saint Edwards University, Austin, TX


ITIL Foundations V3

ITIL Intermediate

Operations Support and Analysis

Release Control and Validation

Service Offerings and Agreement

Continuous Service Improvement

Service Operations

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