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Manager Service

Evanston, Illinois, United States
February 27, 2019

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Work Experience

Illinois Health and Hospital Association 4/2018-Present

IT Project Manager (Contract)

Accountable for client’s project deliverables, enterprise application rollouts, network remediation, and facility openings.

Managed clients outsourcing of Managed Service provided in the technical design and installation per clients SLA’s.

Managed vendor resource scheduling to support workflow and KPI growth.

Capacity planning and scheduling to provide vendor and internal resources for coverage on all shifts.

Project Managed an Infrastructure move for the Illinois Poison Center to a new building, i.e... Servers, LAN/WAN.

Primary escalation manager between IHA employees and the outsourced service firm.

Develop business relationship and trust to increase business opportunities and contract opportunities.

Ann & Robert H. Lurie Children’s Hospital Chicago 11/2017-3/2018

Desktop& Field Support Manager (Contract)

Manage the relationship between an outsourced service desk vendor and internal service desk

Assigned and managing end to end service delivery for my dedicated accounts

Quarterly review of clients SLA structure and that client satisfaction is continuously improving.

Partner with various health care units in the delivery of enterprise IT service desk services.

Establish client’s service desk team’s daily schedule and priorities, for multiple sites in a 24X7X365 environment.

Manager of escalation procedures to ensures service levels are maintained and root-cause is determined.

Primary contact for CEO/CIO, executives and hospital employees on all enterprise IT and Service Desk issues and performance.

Monitor (SLA/KPIs) to ensure deliverables meet client contractual requirements and exceeding quality standards.

Manages, implemented and supports security and privacy compliance to HIPAA and other federal regulations.

Created procurement process for all end user devices, reducing cost by 13%.

Developed an inventory tracking process from order to end of life to reduce capital write offs.

Captain James A. Lovell Federal Health Care Facility 9/2010-7/2017

Sr. Technology Manager (Contract)

Developed client’s service desk support/operations (SOP’s) 24X7X365 for incident and problem management with Active Directory, Office365, Virtualization, Networking, and Telephony ensuring that a high level of customer satisfaction and uptime is achieved.

Accountable for overall end-to-end IT infrastructure service delivery for (Networks, Windows, Virtualization, Storage, Backup, Service Desk and peripherals.

Wrote and ensure enterprise IT policies and procedures for IT support and implementation are followed, tracked and are increasing customer satisfaction.

Provide monthly and quarterly metrics reports to the customer’s executive leadership on all Service desk and support issues.

Analysis, implementation and evaluation of IT enterprise systems and their specifications for new projects and support.

Increased change success, by implementing an ITIL change management process.

Supervise the maintenance and security of vendor helpdesk and technical services for information technology.

Developed procedures for the lifecycle of hardware and software, forecasting employee annual equipment needs advance.

Project manager for various clients’ solutions, Win 10 migration, Office 2016, new Enterprise Data Centre and Server consolidation.

Procurement lead for negotiation of purchases and contracts in access of ~$1 million

Collaboration with Cyber Security and business management on regulations, policies, including dealing with confidential information.

Mentor and develop support staff’s to ensure all policies and procedures are adhered to for superior customer service.

CVS Pharmacy 5/2010-9/2010

IT Manager (Contract)

Conduct regular service desk reviews and analyze trends to recommend new approaches in both formal and informal settings.

Collaborate with outsourced vendors and service desk teams to provide all phases of technology, implementations, upgrades, service for hardware and software exceeding SLA’s.

Developed and implement customer escalation procedures for Networks, PC’s, Peripherals and Mobile devices, reducing call volume and call backs.

Instituted an inventory tracking and monitoring process for lifecycle management and forecasting employee’s future needs, reduce lost products.

Proactively monitored online security and System up time to accomplish 99.8%.

Illinois Auto Auctions, 1/2010-4/2010

IT Infrastructure Manager (Contract)

Proactively tracked and monitored of all open and closed service desk tickets to provide customer with trend analysist and verify SLA/KPI’s are meeting contractual obligation.

Provide training for support team and employees to increase team performance and customer knowledge.

Primary point of contact for managing and documenting escalation involving technology support.

Monitored daily tickets of Service issues to minimize the impact to business disruption.

Supervised external vendor and technology team to increase efficiency through SLA’s, and escalation procedures increasing uptime to 99.7%.


Control Data Institute, Associates Computer Science

Microsoft, MSCE

ITIL V3.0 Certification

Government Secret Clearance

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