Manager Service

Brent Spiller

Manager, Endpoint Architecture

Huffman, TX

*****.*******@*******.*** - 281-***-****

I bring more than 15 years of Information Technology Management and Support experience. I have led multiple

teams of varying expertise including Systems Engineering, Service Operations, Desktop Support, Project

Management, and Business Analysis. I take pride in continuing my technical expertise while mentoring Junior

Level experts and encouraging their ambitions. I gauge my success on the improvement of my staff and

increasing the productivity of my business.

WORK EXPERIENCE

Manager, Endpoint Architecture

Direct Energy - Houston, TX - April 2013 to Present

Manage the Systems Engineering functions for Direct Energy. Successfully transitioned support headquarters

from Toronto, ON to Houston, TX, while reducing support overhead. Services provided include Virtual Desktop

Infrastructure (VDI), Application Packaging, Endpoint Protection, Mobile Device Management, Client Imaging

and 3rd Level Desktop Support. Implemented processes to reduce labor backlog, improve performance and

customer satisfaction.

Engagement Manager

Fruition Partners - Houston, TX - March 2012 to April 2013

Managed implementation projects of the Service-now.com IT Suite. Responsible for adherence to ITIL v.3

Standards and industry best practices. Created weekly reports on resource utilization and burn charts.

Managed budgets and invoicing for multiple concurrent clients. Led working sessions, planning, and status

meetings for internal and external customers. Traveled to client locations to build customer relationships and

encourage additional opportunities.

Service Desk Manager

Key Energy Services - Houston, TX - December 2010 to February 2012

Responsible for leading a team of 10 Help Desk and Desktop Support Analysts. Was tasked with evaluating

and improving the people, processes, and tools of the Service Desk. Improved the performance of Key's

remote support services by implementing tools which improved the user experience and the response time

of the analysts. Developed a Knowledge Base and the associated processes for testing and accuracy of the

data that was submitted. Managed Key's response to an external audit conducted by Adobe Systems which

required gathering installation and various licensing information.

Regional Major Incident Manager

BP - Houston, TX - June 2010 to December 2010

Responsible for managing all high priority technical incidents within the US for the North America Gas & Power

business unit. Gathered subject matter experts, support staff, and leadership team in order to determine issues,

action items, and root causes of incidents. Maintained constant lines of communication and troubleshooting

efforts in order to drive prompt resolution and RCA. Provided timely reports and status updates to Senior Level

Management and the user community. Served as a backup Major Incident Manager to our other Integrated

Supply & Trading business units across the globe.

IST Service Desk Lead

BP - Houston, TX - September 2006 to June 2010

Managed a team of 12 individual Service Desk Analysts for the North America Gas & Power business

unit. Created time sensitive reports for upper management which defined performance and service levels to

our 2500 user customer base. Managed multiple team projects from appraisals to full production support.

Developed and implemented many performance improvement utilities and tools including Performance

Dashboards and Knowledge Bases.

Business Analyst

BP - Houston, TX - February 2006 to September 2006

Worked as an intermediary between business and systems personnel in the development of the Project

Engagement Process for BP Service Operations. Gathered data and created several procedures which

enabled our customers to appropriately engage SO in the development and deployment of new applications,

services, and market data feeds.

Desktop Technical Lead

BP - Houston, TX - April 2003 to February 2006

Served as the point of escalation for troubleshooting issues and projects involving the Desktop Support Team.

Mentored several entry and second level analysts and improved their skill sets. Implemented a new on-call

service providing 24-hour support for 750+ customers in ten U.S. Cities. Planned, designed, and implemented

a ClearCube blade network for BP's North America Gas & Power group (NAGP), providing a second entry

point to the internet for web-based trading applications.

Systems Support Analyst II

BP - Houston, TX - August 2002 to April 2003

Second-level systems support for BP's NAGP group. Responsibilities included resolving issues and

troubleshooting a vast line of software packages, data feeds, hardware and networking issues. Completed daily

documentation of tasks and projects, and maintained a strict corporate Service Level Agreement. Supported

the Trading, Marketing, Accounting, and Development teams with a customer base exceeding 500.

Specialist - Trader Support

Enron - June 2000 to December 2001

Technical support specialist in Trader and Developer environment at Fortune 100 Company. Customer

base of 2500. Worked with at team of 20 to provide end-to-end support to fast paced trading environment

for Commodity and Financial Trading and back office teams. Responsible for configuration, deployment,

issue resolution and troubleshooting of software, market data feeds, hardware and basic LAN/WAN issues.

Responsible for daily reporting of ticket closures; averaged 10 tickets per day (company average closed tickets

per day =7). Supported after hours and remote issues as on-call technical point. Responsible for customer

service initiatives and escalation. Responsible for one on one customer training and technical documentation.

Escalation point for all hardware troubleshooting on team.

More Work History upon request

EDUCATION

MCSE in Systems Engineering

Southern Methodist University

January 1999

SKILLS

Personnel Management, Budget Management, Mentoring, Training, Advanced Technical Troubleshooting,

Windows Operating Systems, Server Administration, Support Analyst, Business Analyst, Project Management

CERTIFICATIONS

ITIL - Foundations

HDI - Support Center Manager

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