Service Management

(***)

***-

****

CLAUDIUS

W.

SMITH

806

Shady

Meadow

Dr.

********.******@*******.***

Highland

Village,

TX

75077

www.linkedin.com/in/claudiuswsmith/

IT

D IR E C T O R

SERVICE

DELIVERY

SERVICE

MANAGEMENT

IT

OPERATIONS

SERVICE

CONSOLIDATION

ITIL

FOUNDATION

V3

CERTIFIED

ü Goal-

oriented

IT

leader

with

extensive

experience,

creative

problem

solving

skills,

and

international

management

expertise

focused

on

business

infrastructure

solutions.

Accomplished

team

player

able

to

manage

complex

projects

independently.

ü Articulate

communicator

skilled

in

delivering

insightful

presentations

and

strengthening

relationships

with

clients,

business

partners,

senior

leadership,

IT

managers,

and

employees.

ü Proven

mentor,

trainer

and

director

of

multidisciplinary,

international

teams

in

line

with

aggressive

performance

metrics.

Excellent

understanding

of

cultural

diversities

(North

&

Latin

Americas,

Caribbean,

and

European).

IT

Management

Process

Improvement

Verbal

&

Written

Communication

• • •

Strategic

Planning

&

Budgeting

Problem

Analysis

&

Resolution

Client

Relationship

Management

• • •

Service

&

Solutions

Management

Team

&

Resource

Management

Infrastructure

&

End

User

Support

• • •

Vendor

&

Partner

Management

Staff

&

Organization

Development

English,

Dutch,

Spanish,

Portuguese

&

Papiamento

• • •

“Consistently

improved

end

user

satisfaction

and

reduced

IT

support

and

operating

cost

by

18%

($47M

to

$39M).”

“Successfully

consolidated

IT

teams

in

9

Latin

American

countries

into

one

functional

regional

LAT

organization.”

“Managed

teams

of

50+,

including

IT

Managers,

Network

Engineers,

and

Technical

Support

staff

in

international

locations.”

PROFESSIONAL

EXPERIENCE

ATOS

IT

SOLUTIONS,

Irving,

TX

2013-

2014

SERVICE

DELIVERY

DIRECTOR

Oversee

Work

Place,

Network,

Data

Center,

Video,

and

Virtual

Meeting

Services

for

North

&

Latin

America.

• Leadership

&

Training:

Managed

a

group

of

vendor

account

representatives

&

40+

technical

staff

to

deliver

critical

business

services

with

99.9%

availability.

Coached

local

resources

in

NSN

IT

processes

to

support

and

expedite

service

demands

&

escalations.

• Communication

and

Relationship

Management:

Maintained

effective

continuous

communication

and

productive

relationships

with

key

service

delivery

partners

(Hewlett

Packard,

EMC2,

Cisco,

IBM,

Broad-

soft,

and

Xerox)

resulting

in

better

response

and

turnaround

times

and

minimized

downtime.

Built

excellent

relationship

with

senior-

level

business

management

ensuring

that

IT

service

portfolio

successfully

matched

the

service

needs

of

NSN

businesses.

• Accomplishment:

Maintained

Service

Level

agreement

targets

above

98%

for

LAT

&

above

99%

for

NAM.

NOKIA

SIEMENS

NETWORKS,

Irving,

TX

2008-

2013

SENIOR

MANAGER

Served

as

Business

Liaison

Manager

&

Engagement

Manager

effectively

overseeing

IT

Support

interface

between

NSN

business

&

NSN

Information

Technology

group

for

the

Eastern

U.S.

Region.

Successfully

initiated,

deployed,

and

maintained

NSN

NAM

IT

Communications

strategy

&

ITips.

Managed

IT

Key

user

Forum

with

NSN

senior

business

management.

• Leadership:

Led

successful

deployment

of

NAM

&

LAT

application

readiness,

consolidation,

and

ramp

down

project

utilizing

ITIL

practices

(Nokia

Networks

&

Siemens

Network

business

transition

to

NSN).

Managed

On

Site

Support

(OSS)

&

Service

Desk

(SD)

Consolidation

of

Siemens

SIS

&

Nokia

IT

resources

&

Services

to

NSN

IT

OSS

&

SD.

• Accomplishment:

Kept

IT

services

delivery

satisfaction

rating

to

NSN

R&D

at

a

high

level

with

minimal

service

escalation

and

consistent

99.9%

service

availability.

NOKIA,

INC.,

Irving,

TX

2003-

2008

HEAD

OF

SOLUTION

MANAGEMENT,

NORTH

&

LATIN

AMERICA

Led

demand

management

and

solution

service

deliveries

for

Management

Services

&

Business

relationship

management.

• Leadership:

Served

as

direct

line

manager

to

6

sub-

area

senior

IT

managers

with

a

staff

of

51+

IT

personnel

including

application

development

and

support,

R&D,

End-

User,

Computing,

and

on-

shore

and

off-

shore

Service

Desk

Support.

Led

Nokia

IT

Sub-

Regional

On

Site

Support

&

Service

Desk

Transition

projects

in

LAT

with

EDS

and

in

NAM

with

IBM.

• Relationship

Management:

Maintained

a

close

relationship

with

senior-

level

Nokia

business

management,

proactively

keeping

service

satisfaction

for

Management

Services

at

the

highest

level

globally.

• Process

Improvement:

Improved

management

services

associate

satisfaction

rating

to

#2

globally.

• Accomplishment:

Successfully

maintained

IT

SLAs

delivery

targets

above

98%

for

all

management

services

in

NAM

&

LAT.

Career

Note:

Previous

positions

at

Nokia,

Inc.

include:

Sub

Area

IT

Manager

Latin

America

(1999-

2003),

Eastern

Region

EUS

Manager

(1997-

1999),

Senior

IT

Engineer

(1996-

1997),

and

Network

Engineer

(1995-

1996).

EDUCATION

MASTER

OF

SCIENCE

(COMPUTER

ENGINEERING),

Florida

Institute

of

Technology

Full

Scholarship

from

Netherlands

Antilles

Government

Graduate

Student

Assistant

Graduated

with

Honors

BACHELOR

OF

SCIENCE

(COMPUTER

ENGINEERING,

DIGITAL

DESIGN),

Government

Scholarship,

Florida

Institute

of

Technology

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