Information Technology, Customer Service

RICHARD E. LOYLE

http://RELoyle.com

* ********** **** 484-***-****

Glen Mills, PA 19342-1770 ******@*******.***

INFORMATION TECHNOLOGY SENIOR MANAGER / DIRECTOR

A distinguished senior-level Information Technology Manager with extensive experience in Service Desk and Project

Management. Expertise in managing projects within Information Systems, System Services, Mobility, Audio/Visual

Telecommunication and Customer Service. Proved ability to bridge technology and business goals to provide productive

solutions.

Proactive, detail-oriented, and goal-driven Information Technology senior manager with 20+ year’s technical experience

and outstanding analytical skills. Well versed in delivering technical presentations.

Track record of increasing responsibility in in formation technology, mobility platforms,

personnel development, and full lifecycle project management.

Demonstrated capacity to implement innovative solutions that drive awareness, decrease

exposure, and strengthen organizations.

Outstanding leadership abilities; able to coordinate and direct all phases of project-

based efforts while managing, motivating, and leading project teams.

KPI / Metrics Measurements, Executive Dashboards, Capacity Planning.

Excellent verbal and written communication skills. Strong technical background.

PROFESSIONAL EXPERIENCE

1212/2011– 10/2013

TEVA, Inc – Frazer & North Wales, PA

Senior Manager, Client Service, System Services, Mobility & Service Desk 12/2011 – 10/2013

Results:

• Implement and support consolidation of Internal and Sales Force Help Desks at (1) location. Led organization

realignment to support corporate goals and synergy targets in post merger environment.

• Create and developed new ACD, SLA and KPI reporting metrics relative to Help Desk and Desk Side

functions.

• Developed action plan for US-VIP Executive Support implementation including documentation and enhanced

support model.

• Implement new imaging and desktop management solution throughout organization. Utilized (SCCM)

System Center Configuration Manager to support 200+ corporate applications to new environments and

deploy globally.

• Implement support structure and staffing model to include Office 2010, Link, Systems Center and MicroTrend.

• Implement new infrastructure and manage conversion of 10000+ users over 100+ sites worldwide to new

platforms and services. Including migration from Windows XP to Windows 7 Enterprise.

• $2M + savings, plus transformation for service and mobility team from cost center to revenue-generating

group. Secured mobility contracts based on consistent performance and turnaround.

• Supervised 6 direct and 19+ total indirect reports.

• Provided consistently top-rated Field Force Help Desk support for 1200+ sales field personnel

• Pioneered internal and external wireless solutions and support. Cultivated top relationships and effectively

established mobility deployment and support across all levels of the organization. (AT&T, Verizon & Sprint)

• Hardware support including Laptop, Desktop and Peripherals. Overview of Support I and II desk side

personnel.

10/2002 – 12/2011

Cephalon, Inc – Frazer, PA

Senior Manager, Client Service, System Services & Telecommunications 12/2009 – 12/2011

Results:

• Support National Sales and Marketing Meeting; provide site level support for fixing and updating Field Force

devices (PDAs and Laptops)

• Managed and maintained company’s telephone, video communication systems and audio/video systems.

• Implemented Employee Discount SharePoint site. Provided 3rd party discounts associated with Cephalon to

honor related discounts to all employees.

• Implemented full scale setup of International office in Hong Kong to accommodate 22 persons. Installed

Avaya Phone System, worked closely with security installing IP camera system, developed clear processes

for mobility platform.

• Assisted with SAP rollout for the US.

• Enhance Videoconferencing and Audio conferencing to meet the needs of the organization. Provide

recommendations in support of new technology.

• Assist in migration process of all acquisitions. (Ception, Gemin-X & Chem-Genex)

• Assist in Windows 7 rollout project, review communications and make recommendations to provide smooth

rollout.

• Provide IVR process through AT &T for Adverse Effects, implement “800” number and provide support for

Clinical Operations.

Senior Manager, Client Services 12/2007 – 12/2009

Results:

• Implement and support infrastructure for the Corporate Help Desk. Implemented eRequest as our new

mechanism for Cephalon personnel to submit service requests.

• Support Internal, External Client Services Desks, Sales, MSL and CRA groups with (13) Client Service

Analysts reporting directly to me.

• Created TLA (Talk, Listen & Act) for direct repor ts. This contributed to employee’s work ethics and output

performance. Created a mentor process within individuals to help influence behavior.

• The implementation of a revised IT&S both design and construction at the 2008 National Sales Meeting

incorporating an Internet Café (Kiosk) allowing external users to check Email, access Intranet, and allowing

the ability to print, fax and scan documents.

• Worked with third party vendors on new purchases to obtain the best deal for the company. Eliminated

unnecessary expenses while compromising solutions to satisfy all parties. Consolidated inventory functions to

improve departments’ productivity.

Relationship Manager, Commercial Operations IT&S 12/2005 – 11/2007

Results:

• Act as the primary liaison between the IT Department and the Commercial Operations business unit.

• Managed technical aspects of customer relations; coordinated with department al heads to maximize adoption

success at customer site.

• Executed an IT culture change and transitioned the function from technology-driven to a business-process

customer focused driven role.

• Led the IT&S-Sales & Marketing organization through a series o f upgrades to capitalize on emerging

technologies and application enhancements, including the replacements of obsolete equipment.

• Customized and implemented Wireless PDA Devices for Electronic Sampling for External Sales Force to

allow drug sampling for physicians utilizing Target SFA rollout.

• Created training detail for new hire sales associates. Coordinated with sales group for proper documentation

creation.

• Upgraded SFA Images to enable future efficiencies through automated business -to-business electronic

transactions.

Support Specialist II 10/2002 – 11/2005

Support, maintain, and administer Windows XP Operating systems; install, configure, maintain and support mixed

environment of Windows 95, 98, 2000 Professional, and XP Professional.

Results:

• Developed and provided consistently top-rated Help Desk support for 200+ sales field personnel

• Implemented methods for Wireless Technology simplifying connectivity out in the field for managers.

• Utilized all available resources to achieve results. Demonstrated aptitud e for creativity and achieved results

with personal contributions.

8/1997 – 6/2002

United Parcel Service – Philadelphia, PA

Technical Support Engineer III 8/1997 – 6/2002

Support, maintain, and administer Windows NT and Novell NetWare based network systems. Install, configure,

maintain and support mixed environment of Windows 3.x, 95, 98, Me, 2000 Professional, XP Professional, NT

and OS/2 client workstations. Setup and configure Intranet communications, proxy servers, SNA servers, and

MS Exchange servers. Setup e-mail accounts using SMTP and Exchange.

Results:

• Provided Desktop system support. Responsible for server maintenance.

• Developed and maintained scanner operations throughout HUB Operations. Developed Disaster Recovery

Plan for HUB IT Operations.

• Supervised overall Desk Side support model.

1/1989 – 6/1997

Videotronics, Inc. – Lansdowne, PA

Owner/operator of video, audio, and computer sales and service business.

Results:

• Maintained and managed full business with over seven employees.

• Installed and supported NetWare v4.10 local area network.

• Worked as a video/audio/computer electronics technician for over ten years. Sony, RCA and Panasonic

certified technician.

Education and Training

RETS Electronic University, Broomall, PA

Certified Electronic Technician

West Catholic High School for Boys, Philadelphia, PA

Diploma

Microsoft Corporation

MCITP, Windows 2000 & XP Professional Certified

A+ Hardware Core Certification

A+ Operating System Certification

A+ Network Certification

ITILv3 Accreditation

Compliance Related Experience

cGLP, cGMP, cGCP’s

21 CFR Part 11

Sarbanes-Oxley FDA

Technical Expertise

Platforms: Microsoft Windows® operating systems from 95 to Windows7, Windows Server 2003.

Applications: Rightfax, CheckPoint, Barracuda, HEAT, CA & Altiris Ticketing, SAP, IMS, Lotus Notes,

SharePoint, Polycom, Citrix, G-Top, KRONOS, TrackIT, Learn Key, Med-V, eRoom, People Soft,

CONCUR, Gelco, iExpense, ARIS-G, Exchange, Iron Mountain and SkillSoft.

Tools: CA eTrust, Cisco, Microsoft Office Suite ~2013(including Microsoft Word, Microsoft Excel, Microsoft

PowerPoint®, Microsoft Access and Microsoft Outlook®), Microsoft Project, Microsoft Visio, MS

Linc, Go to Assist, VoIP, Active Directory, Skype, SCCM, DHCP, DNS, TCP/IP, CRM, OCS,

Intercall, RSA, Token, VPN, RSA, MS Live Meeting, Skill Soft, Right Fax and Document Repository.

Mobility: BES, Boxtone, Blackberry, Mobile Iron, iPhone, iPads, Android.

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