Manager Service
Resume:
Rick Dye
Email: *********@*****.***
EXECUTIVE PROFILE
Experienced Manager with a background in network infrastructure and IT Service Desk management. Successful at customer satisfaction, driving financial and productivity results with strong leadership skills. Extensive work with executives, business owners and vendors. Adept at developing customer relationships looking for an opportunity to bring exceptional team building skills to a management position in a vibrant customer service organization. Honorably served in the US military.
SUMMARY OF SKILLS
Leadership
ITIL Incident and Problem Management
Team Building
Service Level Agreements
IT Managed Services
Vendor Management
Training / Mentoring
Call Center Management
ACCOMPLISHMENTS
Developed and implemented IT Service Desk policies and procedures for 7 organizations.
Exceeds SLA agreement requirement set by 7 Ricoh managed services clients.
Grew Ricoh’s IT Service Desk managed service client base from 1 to 7 clients within first 10 months of employment.
Maintains 98% employee retention at Ricoh Corporation.
Successfully completed the migration and training of Office 2010 to Office 365 for over 1000 employees at LeasePlan
Reduced ticket count by 40% during my 60 days of employment by implementing ITI best practices.
Successfully completed a company-wide computer hardware refresh and Windows 10 upgrade project 2 months ahead of schedule for over 800 employees at LeasePlan.
Implemented Dell KACE ticket asset management, application deployment and critical security patch deployment management system at Aldridge Connors LLC.
Awarded Aldridge Connors Certificate of Appreciation for achieving the highest customer satisfactory rating from 2014 through 2016.
EXPERIENCE
IT Service Desk Manager (Customer Facing)
02/18 to Present Ricoh Corporation, Tucker, GA
Provides IT Service managed service and support for 7 organizations with over 20000 employees.
Establishes IT Service Desk policies and procedures for organizations that Ricoh supports.
Wrote ITIL Incident and Problem Management operations manuals for 7 Ricoh clients.
Develops and executes short-term and long-term strategies for IT service management that align with industry standards and best practices; Develops management practices and procedures that supports and measures the capabilities, effectiveness, and efficiency of IT service support activities; Proactively adjust resources as needed to meet established service levels.
Demonstrates the value provided by IT service desk activities through a combination of qualitative and quantitative service performance and customer satisfaction metrics; Identify and report on key performance indicators, implements standardized processes and procedures
Serves as a catalyst for continuous service improvement and optimize resources to deliver the best possible value. Coordinates resolution of complex issues that involve multiple technical resources.
Facilitates customer communications during service interruptions or outages.
Serves as the escalation point for customer service problems or complaints.
Initiates and leads medium to large projects and initiatives. Coordinates resources, prioritizes and plans work, and oversees the overall success of the project.
Provides daily management for 25 IT service desk analysts.
Defines roles and responsibilities; Ensures staff receive the training and support they need to be successful and foster a culture of exceptional customer service.
Selected, hired, trained, evaluated and conducted performance evaluations for direct report staff
IT Service Desk Manager (Contractor)
05/17 to 12/17 LeasePlan USA, Alpharetta, GA
Reason for Leaving: LeasePlan outsourced IT operations to an offshore based company
Managed ongoing technical operations and IT support initiatives for company applications implementation projects.
Promoted ITIL-based policies and procedures that addressed incident and problem management.
Managed a $590,000 IT Service Desk budget for hardware and software.
Managed and supported systems spanning the on-premise and cloud-based hosting environment and for maintenance of the computer desktop environment by analyzing requirements, resolving problems, and installing hardware and software solutions.
Managed the support and maintenance of the Company’s PCs, printers, phone system, mobile devices and other related technology equipment.
Managed problems / incidents and aggressively pursued root causes and resolutions.
Improved services and support by implementing new service desk policies and procedures.
Assumed ownership of all level3 escalations reported by team members and ensured the appropriate resolution.
Managed company-wide communications to customers when outages occur.
Managed service desk staff by recruiting, training, and providing guidance when needed.
IT Help Desk Manager
08/13 to 04/17 Aldridge Pite, Atlanta GA
Managed IT support for the entire company including corporate headquarters and 14 field offices throughout the United States.
Redesigned and managed Microsoft Active Directory OU structure.
Managed all information technology and network system deployment and maintenance including all wireless communications, PC systems, local networks and mobile environment.
Managed the workflow processes for ticket assignments, ticket transfers and trends.
Audited telephone services and systems from multiple vendors. Identified and eliminated underused and unnecessary items resulting in savings, refunds, and cost avoidance of $50,000 per year
Negotiated with and selected vendors for Telecommunications and Information Technology products, systems, and services. Managed vendor performance after implementation.
Reconfigured call center telephone system trunk lines and call routing to eliminate problems caused by vendor solution for overflowing calls to backup call center.
Monitored trends, root cause analysis and prevented reoccurrences of incidents, problems and errors.
Managed the deployment, maintenance, development, upgrade, and support of IT systems, including servers, computers, and associated hardware.
Served as the primary purchasing and vendor manager for all IT hardware, software, and maintenance agreements achieved $50,000 in reduced project costs through effective vendor negotiations.
Managed the installation and support of video teleconferencing equipment for at 9 locations.
Provided daily supervision of 12 direct reports.
Selected, hired, trained, evaluated and conducted performance evaluations for direct report staff.
IT Desktop and Systems Support Manager
05/11 to 07/13 RaceTrac Petroleum, Inc., Atlanta GA
Coordinated projects with internal IT/IS teams as a single point of technical support to ensure that service level agreements (SLAs) were met.
Led root cause analysis and developed strategies for improvement.
Managed the daily administration of Windows 2008/2012 servers with "hands on" involvement as required.
Managed and set priorities for all projects. Ensured that projects were completed on time and within budget.
Managed computers, network printers, and mobile device support for local and remote employees in 5 Store Support Centers throughout the United States.
Managed and maintained all aspects of data security for 5 Store Support Centers. Conducted quarterly security audits to determine effectiveness of implemented programs.
Responsible for the preparation and staging of POS hardware and software for deployment for 5 store support centers.
Provided daily supervision of 6 direct reports.
Windows Server and Desktop Support Manager
08/10 to 05/11 Global Payments, Inc., Atlanta GA
Managed over 400 physical 2003 and 2008 Windows servers and 500 virtual servers in Asia Pacific, Canada, Central Europe, United Kingdom, and the United States.
Managed Windows 2012 server and desktop support for over 5000 end users.
Monitored performance of IT support staff, monitored ticket response times, problem logs, and trends in problems reported.
Led and monitored the status of project progression and completion on a daily basis to ensure that projects were completed on time and within budget.
Met all security requirements in accordance with PCI Security Standards and Sarbanes-Oxley Act.
Provided daily supervision of 10 contractors and 2 direct full-time employees.
Desktop and Systems Support Manager
06/07 to 07/10 Comcast Cable and Communications, Norcross, GA
Managed for network operations and end user support for over 5000 employees.
Prepare/stage POS hardware and software for deployment.
Responsible for the Installation, configuration, and troubleshooting of POS system hardware, network devices, and other peripherals
Provided daily supervision for 9 direct reports.
Managed and maintained a $1.5 annual infrastructure budget.
Met all security and audit requirements in accordance with Sarbanes-Oxley.
Selected, hired, trained, evaluated and conducted performance evaluations for direct report staff.
EDUCATION AND TRAINING
Almeda University, BS, Management Information Systems
Central Texas College, AS, General Studies / Criminal Justice
ITIL v3 Foundation Training, New Horizons Computer Learning Center
Information Assurance Security Officer Certification Course, Department of the Army
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