Service Manager

SirRoderick Sparks

**** ********* ***, ******, ** 77545 713-***-**** ************@*****.***

Professional Summary

Innovative and detail-oriented IT manager with 14 years of progressive responsibility. Proven leadership on multiple projects in fast-paced environments establishing objectives for team members while prioritizing cost efficiencies. Adept at communicating with executive level management focusing on providing intuitive solutions with attention to customer service. Organizational experience includes oil/gas, manufacturing, high tech, and non-profit business environments. Specialties:

IT service delivery improvement

IT support management

Vendor/client relationship management

OS/data migration management

Infrastructure management

Career Path

Independent Consultant

Elite Technology – Houston, TX 07/2013 to Current

Project management roles including Windows 7 migrations, Office 365 implementation, and ticketing system upgrades Managed projects that included network routers overhaul, new network design, and network security Reorganized service desk and additional field services staff resulting in more efficient support structure Reviewed SLAs in regards to IT performance for internal/external customers Customer facing/vendor management for 16+ service providers Tested and implemented technology-based IT service management solutions with regards to ITIL Managed the design, build, and installation of VPN sites using Cisco firewalls Data center migration to transition to private WAN Managed installation of network performance management and bolstered network performance Service Delivery Manager - Contract

URS, Oil/Gas Division – Houston, TX / Alberta, Canada 08/2012 to 06/2013 Managed complete new site build-outs including: cabling, phones, and data for over a dozen locations Implemented network and WAN management software

Managed the upgrade of networking hardware from HPE to Cisco technology Transitioned IT infrastructure to single business organization while recognizing ITIL methodology Increased WAN presence to 12 new sites including US and Canada Vendor management and primary point of contact for service providers which included service and sales Set and managed service levels and processes for systems and components using Six Sigma methodology Managed data center migration and contract for data center hosting between global networks for US and Canada IT Project Manager - Contract

Quanex Building Products – Houston, TX 12/2011 to 08/2012 Restructured lease contracts for VOIP to result in savings of over $660K annually Managed project to include WAN footprint to over 26 sites Hired, trained, and developed IT infrastructure group in global business model Managed SLA performance and wrote Standard Operating Procedures for IT field services using Six Sigma Owned, maintained, and reported IT KPIs/metrics to technology leaders, “C-level" executives, and stakeholders Administered ACLs on Cisco firewalls and routers

Project lead for Windows 7 migration across 4,500+ machines using MS Project, SCCM, MDT Selected to serve as liaison to IT Steering Committee Sarbanes Oxley, IT access, application, and general controls administration for public company Program Manager

Nielsen Media Research – Houston, TX

Business liaison for IT and shared services customer support for international technology model Headed Windows 7 migration project budgeted at $2M, completed at $1.5M spanning over 7,000+ machines Account manager for ERP offshore team representing south region SAP roll out Managed, developed help desk, field service, and network teams 60+ members Led hardware refresh strategy for recycle of 8000+ laptops, desktops, servers and mobile devices Directed data center restructure in tandem with network optimization to promote more efficient data flow Reduced hardware devices by 40% and lowered energy costs by 30% through VMWare utilization Managed SLAs and IT service management with ITIL framework Regional Operations Supervisor

Qualxserv – Houston, TX

Responsible for service desk team and 170+ field engineers across 14 states in the U.S. Hardware procurement for inventory on Dell, HP, and Lenovo parts to reduce Effectively communicated business expectations between IT and customers Dell Diamond Award for #1 Service Provider by Dell Managed and escalated key service issues and IT requests Established and maintained service desk catalogs, metrics, and key processes using ITIL guidelines Implemented more efficient on board/off board processes to support technology employees Managed budget for field service sector which included IT cost center LAN/WAN Engineer - Intern

Tech Pros Group – Irvine, CA

Supported/maintained network system infrastructure between live and test environments LAN/WAN Quality of Service and traffic engineering for technical services team Ensured network service with high availability, 99.8% up-time Performed daily network analysis, monitoring, and scans using Solar Winds Maintained and documented plans for virtual servers, wireless networks and other server infrastructure Managed Active Directory user account environment with Windows 2008 R2 Participated in peer reviews of network implementation plans Facilitated services and support from vendors, contractors, and technical services group Translated technical specifications into detailed product requirements Tech Support Manager

Saving a Generation – Center, TX

Managed and prioritized multiple hardware/software projects to allow IT to operate more efficiently Performed multifaceted roles in creating the infrastructure road map for IT services Decreased end user SLAs from 5 days to 2 days in 4 month period Managed service desk and field service technology support Provided vision for technology department across all phases of IT Led communication with internal customers and stakeholders for project scope and progress Championed new technologies in search of intuitive and efficient business solutions Collaborated with other business units to launch products on time and within budget Analyzed market trends and the competitive landscape to understand opportunities and potential value Computer Information Systems :

Stephen F. Austin State University - Nacogdoches, TX References made available upon request

07/2009 to 12/2011

02/2008 to 07/2009

01/2007 to 02/2008

03/2001 to 01/2007

2001 - 2003

contract cost by 35% to external clients

Education

References

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