Manager Management
Resume:
MATTHEW M. TOOMES
Information Technology leader with 15 years of experience driving award winning, cost EXPERTISE
effective, service delivery and performance management to multinational teams. Skilled • Global IT Business Strategy
• Executive-Level Reporting Analysis
•
3408 Castle Pond Ct., Pearland, Global service delivery
•
TX 77584 Budget management
**************@*****.*** • CRM Program Management
• IT procurement
• Contingency management
at improving performance through process reengineering, resource allocation and
performance measurement. Demonstrated proficiency in budget control through cost
control analysis and forecasting.
PROFESSIONAL EXPERIENCE
Director of Information Technology 02/2014– Present
Houston Food Bank, Houston, TX
(Largest Non-profit food bank responsible for distributing +76 million pounds of healthy food to people in need)
Director of Information Technology with decision making authority for all planning, budgeting, development and growth opportunities with
an emphasis on delivery of support, system stability and security. Responsible for rebuilding the Houston Food Bank’s IT department which
was leaderless for over a year, including ensuring all software, hardware and employees fit into an 18 month growth-oriented roadmap.
Restructuring and rebuilding a limited IT budget to support a non-profit without hindering operations.
• Focused on Service Desk to ensure continuous support improvement and incident reduction through root cause analysis
• Redesigned and rebuilt infrastructure to include redundancy and ensure continuous systems availability
• Implemented and chaired HFB’s first IT steering committee designed to build a collective, company-wide IT roadmap
• Implemented data backup system to ensure all information stored is available in the event of disaster
• Reviewed all servers (physical and virtual), infrastructure hardware and desktop images to ensure proper configuration
• Designed and enforced a Service Level Agreement to govern IT and standardize metric reporting
• Reviewed IT’s budget and reduced needless spend: Capex by 10% and Opex by 15%
Senior Manager of Support Services 06/2011– 12/2013
Ascend Performance Materials, Houston, TX
($2.1B manufacturer/distributor/sales organization with 100+ B2B products within 50 countries)
Head of Global IT support services responsible for establishing SLA’s based on statistical analysis as a performance basis to align
departmental goals with executive management expectations. Identifies weaknesses in the organization’s global IT structure and creates
solutions to improve processes. Standardized and keeps Senior Management advised of best practices and solutions for implementation of
said processes including incident management, service availability and project performance.
• Project owner including SCCM task sequence development, implementation and automatization of Global Windows 7 and Office
upgrade completing the project 1 month before deadline
• Implemented SCCM software metering, software packaging and asset tracking
• Developed IT procurement policies and procedures resulting in increased internal controls and accountability of IT spending as
well as 200k annual savings with no reduction in items purchased
• Leading the company-wide printer consolidation project which has, to date, resulted in reduced organizational costs of
approximately 190K USD through reduction of obsolete printers and optimization of printer locations
• Managed a team of engineers responsible for server consolidation/reduction. Reduced the number of services from 280 to 110
using virtual technologies
• Managed the redesign and configuration of Ascend’s ITSM (Service Now) tool to meet both departmental and regulatory/SOX
requirements
• Upgraded Ascend’s Citrix Xen 5/6.5 farm and all MES applications
IT Manager – Middle East, Africa, Asia and the Western Hemisphere 07/2007 – 03/2011
Expro Group, Dubai UAE
($1.1B well flow Management Company servicing the Oil & Gas industry in all major hydrocarbon producing areas of the world)
Recruited by CIO to orchestrate a complete turnaround and revitalization of IT Services within multiple regions. Restructured Expro’s IT
organization to better align with business in the North America and Middle East/Africa and Asia Regions including restaffing key positions,
redefining performance goals and instilling a culture of customer-centric performance excellence. Demonstrated expertise in establishing a
MATTHEW M. TOOMES • Page 2 713-***-**** • **************@*****.***
cohesive and productive business relationships by rendering exemplary customer services, as well as forming, leading and motivating cross-
functional and multi-cultural teams. Partnered with executive and IT leadership to develop/commit resources, communicate global objectives
and produce standards and procedures.
• Maintained, forecasted and supported a 19 million dollar budget
• Responsible for leading the implementation of the Cisco Contact Center System for the global Service Desk
• Developed and implemented a company-wide total disaster recovery solution for business core services
• Created executive SLA in accordance with executive management goals
• Delivered and created IT business analysis seminars highlighting cost reduction, best practices and compliance issues
• Supported G & G applications for MENA region
Regional IT Manager 09/2005 – 06/2007
Group 1 Automotive, Houston, TX
($4.3B sales/service organization that is the lead operator in the automotive retailing industry)
Promoted from Associate IT Manager based on organizational results and given lead responsibility for Regional IT operations. Managed
network and day-to-day operational support duties as well as administered equipment for 1,300+ users in 25 sites. Created SLAs for end-
users, Help Desk and associated vendors for a department without leadership or processes in place for 2 years. Evaluated business solutions,
prepared and analyzed proposals, reviewed and negotiated estimates.
• Increased efficiency by 90% on tickets closed and had no missed SLAs shortening lifecycle of all incidents and requests
• Managed a $25M IT Department budget including forecasts and projections
• Saved $1.5M in fines by creating policies and procedures incorporating BSA compliance standards
• Saved 11% of total purchasing costs in 6 months by implementing Regional IT purchasing policies
• Participated in Sarbanes Oxley compliance audit
• Implemented a VPN tunneling solution to create cost efficient redundant backup data lines to maintain a 99.99% availability
IT Analyst 08/2003 – 08/2005
Amegy Bank of Texas, Houston, TX
($50M international banking organization with 100+ locations)
Promoted from Technical Analyst/hands-on technical role based on organizational results and assigned to manage Call Center including
building processes for ticket escalation. Managed all aspects of day-to-day call center operations and worked with senior leadership to
optimize Customer Care Center productivity.
• Increased customer satisfaction rating to 4.8/5.0 from 3.4/5.0 and increased call closure rate by 30% within 7 months
• Managed data integrity and system integration during bank acquisitions
• Helped the business define, design, build and deploy the right systems and recommended processes to achieve the highest chance
of support success
Lead Network Engineer 07/2001 – 08/2003
NASA/ GB Tech, Houston, TX
($25M organization with 22M cost+ contract with NASA)
Identified business needs and designed, built and maintained data center facilities and systems in a reliable, secure and cost effective manner.
Approved changes to the IT environment including installation of all new LAN, WAN and MAN equipment. Configured and troubleshot a
16,000+ user network on a 3 man team that included 500+ network devices in 300 buildings.
• Monitored NASA’s network consisting of 500+ Cisco devices using HP OpenView while maintaining a 99.99% uptime
• Main engineer responsible for responding to afterhours outages or support events that required network engineering assistance
Call Center Manager
Arthur Andersen, Houston, Texas 01/1996 – 08/2000
(9.3B big 5 accounting firm with a global foot print servicing all major markets)
Managed daily operations of a staff of 25 CSRs including SLA monitoring, project management, knowledge base review, training and
managing the efficient delivery of IT Helpdesk services within a Microsoft environment. Hired and mentored staff to meet the call center’s
needs which grew from a local support base to a national support base.
MATTHEW M. TOOMES • Page 3 713-***-**** • **************@*****.***
• Transformed the support department from a regional call center supporting 2k user into a global support center offering support to
75k+ users.
EDUCATION & PROFESSIONAL DEVELOPMENT
B.S., Finance, University of Houston, Houston, TX
Gallup Great Manager Program
ITIL Foundation
International Treasury Management Benchmarking Consortium, IT Financial Management Association
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