Service Manager

Ralph Buxton

**** * **** *****

Laveen, AZ *****

Cell: 570-***-****

***********@*******.***

OBJECTIVE:

To leverage my current executive leadership experience (Service Desk, Project Management, user support and training) within a Global and Hospital IDN and my earlier IT experience to help plan, execute and govern a strategic vision for a complex organization.

WORK EXPERIENCE

G/O Digital 6/2016 – 12/2017

Service Desk Manager

Responsible for the design, development, implementation and management Service Desk for G/O Digital.

oConsolidated support for all application platforms towers into one Support Desk.

oCreated a comprehensive training program so the Support Desk could be cross functional in support of all platforms and applications.

oCreated and implemented SLA’s for all supported platforms and applications.

oDeveloped a Dashboard for KPI reporting.

oDeveloped weekly / monthly SLA and analyst productivity reporting and tracking.

oDeveloped weekly ticket aging reporting procedure.

oCreated CSAT reporting, tracking and recovery process.

oDeveloped Outage / Downtime reporting and tracking process.

oCreated a roadmap for the Service Desk and integration opportunities with support teams and the business.

oDeveloped After-Hours escalation process.

oDeveloped Knowledge Management process for the Support Desk and end user portal.

oDeveloped Time Tracking / Productivity Analysis to determine resource capacity and workload for the Support Desk.

Reviewing ITSM requirements and evaluating tools available to standardized across the organization.

Manage relationships with business and Support Desk technology partners ensuring Customer Satisfaction and delivery of services.

Proven success in a IT service and support role. Strong management and leadership skills in relation to people, process and technology.

Allscripts 10/2014 – 6/2016

Sr. Manager Global Service Desk

Responsible for the design, development, implementation and management of the Global Service Desk in support of Allscripts IT services and systems.

Responsible for the Day-to-Day operations and end users support of the North America and Offshore Service Desk consisting of 85 staff in four locations supporting over 2,000 contacts daily.

Responsible for the ownership of the metrics dashboard related to IT services and delivery.

Responsible for the development and Implementation of ITIL based ITSM process for Incident, Change, Problem, Service Request and Problem Management.

Experience in budget development and budget adherence as it relates to global support services.

Proven success in a Global IT service and support role. Strong management and leadership skills in relation to people, process and technology.

Responsible for implementing a data driven approach to support using metrics to measure and optimize support models ensuring Customer Satisfaction along with ITIL best practices.

Increased the Global Service Desk (FCR) percentage by 25% within the first 3 months.

Reduced Global Service Desk dropped calls from over 20% to less than 4% within the first 3 months.

Reduced Global Service Desk Average Speed to Answer (ASA) rate from 1.30 to less than .30 within the first 3 months.

Increased Customer Satisfaction (CSAT) scores by 25% in within the first 3 months.

Setup the Data Frame Work to produce hourly, daily, weekly and monthly metrics tracking and on-going reporting cadence

Monthly client facing meeting to review the Global Service Desk role and additional support opportunities.

Hangar9 Solutions (Vanguard Health Systems) 7/2012 – 10/2014

Helpdesk Manager

Key member of the Vanguard Health Systems new IT Service Company (Hangar9 Solutions) founded in 2012

Responsible for leading, planning, controlling and successfully completing the consolidation of the 5 remote Vanguard Helpdesks in Texas, Illinois, Tennessee, and Arizona into one enterprise Service Desk located in San Antonio TX.

Increased Service Desk First Contact Resolution (FCR) percentage from Market average of 25% to enterprise level of 52% within first 3 months of market consolidation.

Reduced Service Desk Dropped calls from 21% to less than 7% within first 3 months of market consolidation.

Reduced Service Desk Average Speed of Answer (ASA) rate from 1:24 to less than: 38 within first 3 months of market consolidation.

Responsible for the implementation, staffing and 24/7 operations of the enterprise Service Desk.

Lead a team of 35 highly motivated Service Desk professionals supporting over 1,500 customer contacts daily.

Setup Service Desk operating procedures including but not limited to Knowledgebase, Customer Recovery, Call and Ticket workflows, Downtime Procedures and Notifications.

Setup daily, weekly and monthly metrics tracking and reporting cadence.

Assisted in planning and monitoring departmental budget and expenses.

Abrazo HealthCare (Vanguard Health Systems) 12/2010 – 7/2012

Helpdesk Manager

Responsible for the 24x7 operations of the Help Desk and Computer Data Center.

Lead and manage staff to deliver IS service and support across the organization.

Responsible for personnel hiring, promotions, counseling, and disciplinary actions.

Lead and participate on projects and IS Leadership initiatives.

Serves as Help Desk System Administrator for account management.

Assists with planning and monitoring departmental budget and expenses.

Participates in Help Desk & Data Center policy and procedure development and maintenance.

Manages to eliminate boundaries to achieve integrated, efficient and quality service.

Serves as a resource to employees & customers as demonstrated by visibility and knowledge of issues

Electronic Data Systems (EDS, an HP Company) 2/2002 – 8/2010

Client: American Express, Phoenix AZ

Global Field Service (GFS) Team Lead / Technician 7/2009 – 8/2010

Act as a senior IT staff member providing guidance and escalation for the rest of the team.

Manage resources based on workload between team members assist with support calls / problem resolution as needed.

Monitor team performance ensuring that SLA’s are met and operating procedures are followed.

Client: Pennsylvania Power & Light (PPL) Nuclear Plant, Berwick, PA 5/2004 – 7/2009

Global Field Service (GFS) Team Lead / Technician

Primarily responsible for the management and operation of the day-to-day activities for the GFS team located in Northern PA.

Act as a senior IT staff member providing guidance and escalation for the rest of the team.

Manage resources based on workload between team members assist with support calls / problem resolution as needed.

Monitor team performance ensuring that SLA’s are met and operating procedures are followed.

Manage leveraged EDS employees supporting remote PPL location outside of Pennsylvania

Client: Pennsylvania Power & Light, Allentown, PA 7/2003 – 5/2004

Help Desk Team Lead / Technician

Primarily responsible for the management of the day-to-day operations of the Pennsylvania Power & Light (PPL) Company Help Desk directing a staff of 20 supporting 5800 users.

Act as a senior Help Desk staff member providing guidance and escalation for the rest of the team.

Monitor Help Desk performance ensuring that SLA’s are met and operating procedures are followed.

Maintain and update SLA reports daily.

Manage Help Desk Support resources based on workload between team members assist with support calls / problem resolution as needed.

Hire Help Desk Support staff.

Write / conduct quarterly performance reviews for staff.

Ensure staff is appropriately trained to respond to all technical issues.

Coach and mentor staff ensuring a positive and productive work environment.

Work with upper management groups to ensure customer satisfaction as needed.

Client: Nextel, Itasca, IL 2/2002 – 7/2003

GFS Team Lead

On February 1st 2002 Nextel outsourced all their IT functions to Electronic Data Systems (EDS) along with all personnel; I worked for EDS on the Nextel account in the same capacity.

Increased and maintained SLA percentages from 80 to 92.5% in the first two months of transition.

Project Manager

Successfully completed rollout and integration from Novell 4.0 to Windows 2000 Server in the Midwest region.

Successfully consolidated all targeted servers in the Midwest Region reducing infrastructure cost by 6%.

Implemented the migration and rollout from Windows 95 to Windows 2000 converting 650 users in the Midwest region.

Implemented client conversion from PPP to VPN in the Midwest Region migrating 650 users reducing remote access costs.

Nextel Communications 10/2001 – 2/2002

Desktop Manager

Primarily responsible for the management of the day-to-day operations of the Nextel Desktop Support Group in the Midwest region directing a staff of 7 supporting 600-700 users.

Monitor Desktop Support Group performance ensuring that SLA’s are met and operating procedures are followed.

Maintain and update SLA reports daily.

Manage Desktop Support resources based on workload between team members.

Hire Desktop Support staff.

Write / conduct quarterly performance reviews for staff

Ensure staff is appropriately trained to respond to all technical issues.

Coach and mentor staff ensuring a positive and productive work environment.

Manage relationships with all business partners and vendors.

Manage problem resolution ensuring escalation and closure.

Manage / escalate level 2 & 3 support issues concerning LAN & switch connectivity problems for the Midwest region

Attend group meetings as needed.

Work with upper management groups to ensure customer satisfaction as needed.

PricewaterhouseCoopers, Chicago, IL 1994 – 8/2001

Support Analyst / Desktop Manager

Set-up and managed the PricewaterhouseCoopers (PwC) Management Consulting Services (MCS) Helpdesk for the Chicago office directing a staff of 4 supporting 300-400 users. Responsibilities included user setup and support for all Windows OS’s, which included standard software packages (e.g., MS-Office, Lotus Suite, Internet Explorer and Lotus Notes).

Developed Software / Hardware standards based on PwC and user requirements.

Assisted with level 2 & 3 support issues when needed.

Ensure team is appropriately trained to respond to all technical issues.

Managed problem resolution and ensured closure.

Managed relationships with vendors, consultants and all business users.

Partnered with Global Technology Solutions (GTS) to set-up and measure Service Level Agreements (SLA) ensuring performance and expectations were being met.

Configured, developed and managed MCS File & Print servers (Novell, Windows NT) supporting 300-400 MCS staff located in the Chicago office.

Developed and managed implementation plans to upgrade consultants to Windows 2000 (W2K) who were working remotely supporting clients.

Designed and deployed a W2K standard desktop image for the Chicago Data and Communication Center (DCC), enabling quick installation of the OS, drivers, and necessary software.

Developed and managed the software tracking and procurement processes supporting Adobe and Macromedia products procured under the Corporate License Agreement for the DCC Groups located in the Midwest. Hardware includes high-end desktop computers, high-end color printing/copying, dual monitor PCI cards, and high-end voice recording ensuring compatibility with department / firm standard environments.

Project Manager responsible for integration of MCS DCC in newly established PwC Offices in the West, Midwest and East regions. Managed hardware & software procurement processes, infrastructure integration, and network integration to ensure new site were fully functional and able to support the MCS vision.

Quill Corporation 1992 – 1994

Support Analyst

Assisted with company migration to a 600-node Novell network and Windows 3.1 installation.

Developed and facilitated user training programs for company standard software.

Assisted with technology support for all company supported IT issues including: Windows 3.1, Network /Micro communications, configurations and installations.

Developed Query programs for Customer Service using Paradox and Visual Basic.

General Mills 1989 - 1992

Support Analyst

Managed network, software and hardware support of microcomputer networks servicing the four–state regional operations.

Work with UNIX (3B2 400, 500) and Starland Network OS in supporting regional operations.

Prior Employment 1985 – 1989

Began career with Parkside Home Health Services, programmed Inventory control and capital asset system using Dbase III and Lotus.

Worked for Corcom Corporation as a computer operator and programmer used Basic, Dbase III, Paradox Lotus, and planned and conducted user-training programs on package software. As a consultant, worked for Kraft Foodservice, Baxter Healthcare and Abbott Labs, doing programming and technical support.

TECHNICAL SUMMARY

Helpdesk Management, Project Management

Platforms: Win 2003 Server, Win 95/98,2000, XP, Win 7 ME, NT, Vista, Novell, Unix, Linux

Applications: Service Center, Footprints, Vantive, Help, MS-Office, Visio, Lotus Suite, Exchange

Database: MS-Access, Dbase, and Paradox

Languages: Visual Basic

PROFESSIONAL DEVELOPMENT

Project Management PricewaterhouseCoopers

Decision & Problem-Solving Analysis PricewaterhouseCoopers

Managing W2K PricewaterhouseCoopers

Installing and troubleshooting Linux Caldera Systems

Installing & Managing NT Server Alexander Hamilton Institute

Dell Desktop / Laptop Hardware Certified Dell CBT

Education

College of Lake County IL, Business, Mathematics

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