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Information Technology & Innovation Manager

Mechanicsburg, Pennsylvania, United States
April 06, 2018

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Travis Horn, MBA

E-Mail: Phone: 717-***-****

Professional Profile

Information Technology Leader with a master’s degree in business administration and more than 15 years’ experience in leading IT operations, directing technical customer support, fostering client relationship management, and ensuring the on-time delivery of business solutions. Providing expertise in continuous service improvement, strategic planning, project management, resource leveling, budget management, agile framework, and IT Service Management. Successfully implemented new software/hardware products and technologies to solve complex business problems and improve service delivery while reducing costs.

Management Skills: Deliver high quality IT solutions that are on time and within budget to meet or exceed customer expectations to multiple corporate regional offices. Coordinate projects across multiple departments. Manage service level agreements, workflow, and scheduling of support staff across multiple regions. Provide coaching, motivation, team building, and training to support staff in a high pressure and constant changing environment. Set performance expectations, goals, and perform evaluations on completion of both. Develop and lead a variety of project plans to completion while creating and maintaining department budget and resource allocation. Generate monthly reports for senior and executive management. Provide regional leadership and/or guidance in strategic planning, and execution of corporate and business unit systems requirements.

Business Support: Foster productive working relationships across diverse functional areas and projects both within the corporate IT organization and the regional business units. Serve as the point of escalation for customer service issues. Conduct structured training to technical support staff, and the end user community. Develop and maintain strong relationships between the business teams and the IT organization. Serve as a client advocate for these teams and assist in determining alternatives for addressing business challenges and IT needs and requirements. Collaborate with the business to enable process improvement initiatives for digital transformation.

Technology Skills: Working knowledge of Microsoft Office products, Lotus Notes, BMC software, McAfee products, Microsoft domain services, VMware virtual desktop infrastructure, Avaya and Cisco telecommunications products. Perform Windows operating system installs and administration. Upgrade and troubleshoot hardware and software problems. Provide support to remote associates and regional offices. Extensive knowledge of various IT network infrastructure, communications, methodologies and tools for “best practice” solutions. Experience

Manager – Technology & Innovation October 2012 – March 2018 American Water Hershey, Pennsylvania

o Direct the day-to-day operations of 25 geographically distributed IT Service team members and 3 leads to exceed business requirements and Service Level Agreements at an enterprise level. o Led Network Infrastructure team for a year to focus on three critical enterprise projects while focusing on reducing over $800,000 in network costs.

o Currently serving as a single project lead for all technology aspects (Network, Server, Security, Desktop, A\V) for a new $150 million corporate headquarters scheduled to be completed in September 2018. o Improved Service Level Targets by 23 % through strategic initiatives and implementation of performance accountability framework.

o Reduced Telephony operating expenses by 16% in one of our largest states. o Led a field service team that is recognized as a providing superior customer service in the industry as a recipient of the HDI’s CSAT Elite 50 award four years in a row. o Prepare and oversee state and department budgets and enhancement projects in excess of 8 million dollars. o Achieved operational excellence through maximized investments and vendor management in computer and print related equipment and services, reducing costs by over one million dollars. o Collaborate and consult with state executives, business unit leaders, end users, vendors, and within all levels and departments of the IT organization from staff to CIO. o Implemented “shift left” program to identify and move Level 3 calls to Level 2 and Level 2 calls to level 1. o Six Sigma Yellow Belt project to improve use of CMDB with concentration on asset management. Improved efficiencies and decreased waste by 30%.

o Reduced the number of total printers by 44% and printer models up to 59% through assessments to simplify, standardize and right-size the printed output environment, analysis of results and presentation of recommended future states to IT leadership.

o Led a cross-functional team in the deployment of hot-spots to our utility fleet to create the “truck of the future”. This resulted in their ability to receive work while away from the office and to minimize service interruption to our customers.

o Led a project to retrofit mission critical computers for an SAP implementation. The project completed ahead of schedule by utilizing a dashboard management approach that I built. The dashboard-tacking sheet included data validation built in to it with real time data.

o Improved the Knowledge Management framework with the Implementation of a Known Error Database and a 200% increase in knowledge articles which resulted in a 6% improvement in First Contact Resolution. o Implemented a trend analysis process to discover opportunities for improvement in collection of information, triage, and root cause analysis. This including activities such as Fix it Friday’s and Top Ten Tuesday’s. Desktop Support Manager October 2002 – October 2012 DST Health Solutions Harrisburg, Pennsylvania

o Directed the day-to-day operations of 7 geographically distributed IT Service team members and 1 supervisor to exceed business requirements and Service Level Agreements at an enterprise level. o Accurately forecasted changes in the budget to meet business requirements and took appropriate corrective action to meet budget if forecasts indicate a different outcome. o Responsible for training and setting performance expectations for IT support personnel. o Served as a key point of contact for customer and project escalation issues. o Drove efficiency and effectiveness of the incident and problem management process, lead operations strategic direction with full responsibility for bottom line factors, including long range planning, infrastructure improvements, service delivery and portfolio management. o Defined and successfully executed an organizational restructuring to increase service and reduce operational costs, mentored and trained 5 team members in client requirements and supported project initiatives. o Advised, rewarded, and motivated leadership personnel by creating a positive work environment where we work together and make decisions collaboratively as a team. o Worked through the process of implementing ITIL methodologies into the problem and incident management side of ITSM with a goal to restore normal service operation as quickly as possible with the minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained with cost in mind. o Implemented a virtual office to provide access to any application from anywhere by any device (office of the future).

o Implemented methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.

o Coordinated all IT service delivery system reporting functions to ensure business requirements and service levels were met.

o Oversaw and assisted in infrastructure improvement projects, reorganized a support organization into a responsive, service-driven, customer focused organization resulting in a more than 60% reduction in customer hold time and first call resolution in 6 months.

o Increased customer satisfaction and confidence through implementation of a customer outreach program throughout the IT services organization resulting in a 30% customer satisfaction increase in 6 months, build strategic partnerships and perform vendor negotiations, managed a staff of 11 tier 1 helpdesk and service delivery specialists providing a full range of remote managed network services, increased basic call center efficiencies’ by 78% in India facility.

o Designed and implemented Knowledge Management systems and business reengineering to reduce costs and improve products and support.

o Championed operational excellence through implementing process and procedure evaluation along with changes based on customer feedback.

Adjunct Instructor – Computer Technology Internet Security February 2011 – August 2013 York Technical Institute - Capital Region Campus Mechanicsburg, Pennsylvania o Train and mentor Computer Technology Internet Security students. o Provide consultative advice on curriculum development and hands-on support for campus IT services. o Facilitate and lead teacher-planning sessions to convey the significance of technology-driven method of teaching, leveraging students’ learning experience.

o Participate in senior leadership program advisory committee. Desktop Support & Service Desk Specialist July 1999 – October 2002 Summit Health - Chambersburg Hospital Chambersburg, Pennsylvania o Provided technical tier 1 and 2 support to over 2000 healthcare professionals in two hospitals and more than 25 outpatient faculties.

o Implemented methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.

o Drove the efficiency and effectiveness of the problem management process. o Contributed to continual process improvement activities by identifying training opportunities for staff and improvement opportunities with the process and modifications for the tools used. o Defined requirements for existing customer service systems and worked with technology vendors and senior management to implement new systems and enhanced the existing systems. o Formed vendor partnerships enabling the help desk to perform successful software upgrades and hardware rollouts for new and existing customers from their desk. This enhanced our goal of first call resolution, increased quality and improved customer support by initiating the standardization of product launch, customer care, and support practices across the hardware and software platform. In addition this reduced the time to prepare support for new products from 3-6 months to under 45 days. o Collaborated across departments ensuring service excellence and timely response to requests. o Analyzed data and trends to provide advice to senior leadership team for corrective action o Rotated between desktop support (tier 2 &3) and help desk analyst (tier 1) positions, to provide mentorship and training opportunities to help desk analysts. This improved technical and troubleshooting skills with other support analysts and thus improved first call resolution times. Education & Credentials

Master of Business Administration ~ Shippensburg University Bachelor of Science in Information Systems ~ Penn State University Bachelor of Science in Management ~ Penn State University Associates Degree in Specialized Business - Computer Systems Specialist ~ York Technical Institute

Agile Scrum / Kanban Training - Agile Transformation

ITIL Continual Service Improvement - Axelos

ITIL Foundation 2011 - Axelos

Microsoft Certified Professional - Microsoft

Network + - CompTIA

A + - CompTIA

HDI Board Member ~ Local Chapter – Susquehanna Valley HDI’s mission is to lead the customer support profession by setting industry standards, providing access to industry resources, such as Salary Surveys, Best Practices Survey, Benchmarking Standards, and providing targeted information about the technologies, tools, and trends of the help desk, IT, and customer support industry.

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