Service Management

Larry Emby

Leominster, MA. *****

Phone: 978-***-****

Email: ******@*****.*** **********@***.*** www.linkedin.com/in/LarryEmby

Professional Profile

A proven senior management level - Service Manager Professional with years of experience. A proven record of accomplishment of implementing the necessary controls to ensure financial framework and infrastructure compliance. Expertise in management of infrastructure teams as well as vendor-side leadership of multi-million dollar technology support-outsourcing contracts. Dedicated team player with excellent communication, organizational and team management skills. A reputation built on quality and service. Developed skills and strengths include:

Service Desk Management ITIL Process Management IT Best Practices

Reporting & SLA Perf Metrics Operations Management Staff Development Vendor Management IT Infrastructure Management Building Infrastructure Teams Profitable Outsourcing Contracts Leadership Training &Transition Risk/Change Management

Technical Skills

Applications: MS Office Professional Suite, Office 365, Word, Excel, Access, PowerPoint, and Outlook; Visio, Lotus Notes, Crystal Reports, Clarify, SQL, Symantec Antivirus, Ad/Exchange – OS: Windows 7, NT/2000/XP,– Databases, MSSQL- Tools: HP Open view, Service Desk, Languages: SQL, HTML – Networking: SMTP/Mail, TCP/IP, Network Security – Hardware: Desktop, Laptop support, Tablets, Blackberry

Representative Accomplishments

Directed projects and technical activities across multiple divisions of complex custom Global Management Outsourcing Service engagement. Supporting 14000 users and portfolios greater than $2M+ contract.

Directed IT Office 365 implementation projects and technical activities across multiple divisions, remote sites for Thermo Fisher Scientific.

Successfully increased global service delivery capacity by 40% through technology and workflow improvements.

Contributed to various strategic cost initiatives, support strategic initiatives for building / maintaining Philips Corporation – North America $10M outsourcing service contract extension for Philips Corporate North America, Philips Medical, Philips Lighting, and Philips Consumer Electronics.

Successfully supported Starwood Hotel & Resorts Worldwide, Inc. - $100M, seven year outsourcing service contract.

Skillfully managed customer alliances at executive level to renegotiate several contract extensions totaling $15M Total Contract Value.

Maintained customer loyalty and retention while reducing customer risk factor, high employee satisfaction resulting in 93% employee retention rate.

Saved over $500K in project costs by efficiently utilizing talents from external resources.

Introduced formal structure where none existed previously, resulting in alignment of IT with organizational goals and strategy; reduced IT risk of programs.

Successfully extended the contract for the Commonwealth of Massachusetts – Department of Energy (DOE) $2M / 3 years Total Contract Value outsourcing service contract and Commonwealth of Massachusetts - Information Technology Division (ITD) - $5M / three-year outsourcing service contract.

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Professional Experience

Caregiver – Elderly Parent 2016 - Current

Manage schedules and ensure all doctor’s appointment are kept.

Perform light housekeeping duties and meal preparation.

Administer medications following doctor’s instructions.

Help completes prescribed therapy and exercise routines.

Drive parent to all appointments, picked up groceries, and collected medications.

CenturyLink, Leominster, Ma. 2010 - 2015

Technology Solutions - Service Delivery Manager 2014 - 2015

Directed projects and technical activities across multiple divisions of complex custom Global Management Outsourcing Service engagement.

Experience in global communication regularly with senior management and both technical and non-technical personnel to build effective cross-functional teams and ensure accuracy, consistency, problem solving and on-time project completion throughout the USA & India.

Ensured appropriate resources were available and direction provided for day-to-day break-fix, troubleshooting, repair and fulfillment efforts.

Managed customer expectations in accordance with Service Level Agreements (SLAs) and corporate ITIL standards and policies.

Experience with service operation tools and technology such as case management, knowledge base, service portals and telephony solutions.

Built deep relationships with customers, integrating services when implementing changes.

Served the technology needs of employees via incident management, problem management reporting, change control verification, and IT service consultation.

Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

Developing and disseminating program status reports for internal and external stakeholders including Monthly Delivery documentation for Executive team, weekly status reports, and post-mortem analyses. (Quarterly Business Reviews).

Manage a combined technical staff of 24 employees that support technology at regional office locations and remote employees across the US.

Experienced low turnover rates among support team members. Utilized mentoring, coaching and team development processes to develop team and future leaders.

Review risk and quality plans to ensure necessary mitigation and continuous improvement plans were identified and implemented; responsible for the Change Control process.

Savvis, Inc., a CenturyLink Company, Leominster, Ma 2012 - 2014

End User Consultant – Service Delivery Manager

Responsibilities included managing full time employees, vendor management, escalation management, project management.

Ensured appropriate resources were available and direction provided for day-to-day break-fix, troubleshooting, repair and fulfillment efforts associated with the desktop computing environment.

Interacted with desk side engineering team to ensure continuous improvement, reliability and scalability of service delivery.

Maintained and enhanced customer satisfaction with IT Services.

Served the technology needs of employees via incident management, problem management reporting, change control verification, and IT service consultation.

Managed customer expectations in accordance with Service Level Agreements (SLAs) and corporate IT standards and policies; ensure response time commitments and resolution time objectives are met.

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CIBER, Inc. - Outsourcing Service, Leominster, Ma 2010 - 2012

End User Consultant – Service Delivery Manager

Ensured appropriate resources are available and direction provided for day-to-day break-fix, troubleshooting, repair and fulfillment efforts associated with the desktop computing environment.

Interacted with desk side engineering team to ensure continuous improvement, reliability and scalability of service delivery.

Serve the technology needs of employees via incident management, problem management reporting, change control verification, and IT service consultation.

Hewlett-Packard Corporation - Outsourcing Services 2000 - 2010

Quality Assurance Business Manager 2007 - 2010

Led complete redesign of global support service model to incorporate industry-standard performance goals and metrics, new review process, and alignment with other functional groups.

Provided strategic business solutions, process engineering, business-case consulting and change management to external clients at both functional and senior management levels.

Analyzed and validated cost models and identify potential risks utilizing quality risk management practices.

Global Program Manager 2005 - 2007

Selected to manage and assess the Active Directory and IT Messaging Services towers.

Delivered critical outsourced delivery towers ensuring performance goals and cost commitments were met.

Improved staff utilization by establishing internal distance learning and knowledge management system.

Supervised a combined staff of 10 employees and contractors.

North America Program Manager 2002 - 2005

Responsible for the Delivery of Helpdesk Management, Network & Server Monitoring, Web Hosting, Transition Management and Application support for seven business locations.

Managed client contacts and assured all deliveries were within scope of contracted services across all involved service delivery towers.

Continually monitored and analyzed revenue improvements for customer service contracts across multi-site operations.

Recruited, managed and supported the development of direct staff members.

Supervised a combined staff of 34 employees and contractors..

Education and Executive Level Training

Montachusett Regional Vocational Technical School

PMP Certification (Presently Pursuing)

Program/Project Management Seminars and classes (PMBOK)

Business Management Risk Management Concepts and Processes

ITIL/ITSM experience Ethical Leadership (Standards of Business Conduct)

PM and Transition Methodology Lean Sigma System for Improvement

Problem Management SLO Customer Proprietary Network Information (CPNI)

Change Management Policy SAP Basic Navigation

Various technology, project management, leadership seminars and company sponsored courses.

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