Donna Hutto ***** Ashton Village Ct . Spring, TX

77386

Cell - 281-***-****

Areas of Expertise

A+ Certified Time Management Quality Management

Risk Management Customer Needs Assessment Training and Development

Customer Surveys Development of Policies of Employees

and Procedural changes ITIL and HDI for Managers

Professional Experience

International IT Service Center Manager

Frank's International - September 2013 - May 2015

. Manage the Onsite Desktop support effort for both domestic and

International sites, both onshore and offshore. Responsible for

managing 15 technician's workload through the service management

process, monitoring ticket queues and responding timely to new

tickets. Also track outstanding tickets and contact users

informing them of ticket progress and escalations in order to

meet the Customer Service objective.

. Hands on Manager to include but not limited to configuring

computers, printer, scanners, and other peripherals. Imaged

computers utilizing KACE.

. Build and sustain relationships with local site management and

leadership, including executive committee.

. Oversee a team providing support services related to local site

applications, printers, voice, LAN, IT Security / compliance,

Asset Management and project support delivering within agreed

Customer Service Level Agreements.

. Promotes self-service tools, knowledge repository, service desk

enablement and training as mechanisms to improve end-user

satisfaction and reduce costs.

. Point of contact for IT service requests and the resolution of

incidents, in addition to, providing local site training in

standard desktop and local applications.

.

. Responsible for hiring and maintaining a proficient staff for

both helpdesk and desktop support along with performance

reviews.

. Responsible for timely handling, proper classification and

diagnosis, and ticket data quality. I am involved in ticket

follow-up activities (reviews) and define work instructions for

resolving through the service management process.

IT Quality Control Manager

DYONYX - February 2008 thru August 2013

. Review of Information Technology Services Organization resources

to determine staffing needs for reorganization - interviews

performed with Data Center Operations, Service Desk, Desktop

Support, Technical Applications Support and Security team

members.

. Identified all functional responsibilities of each team and

determined gaps, functional redundancy across teams and

certifications held by IT as an organization.

. Created new Organizational Structure based upon IT Strategic

Plan Service Delivery goals and functional responsibilities with

assigned resources.

. Defined and created all job descriptions for service desk.

. Created Incident and Crisis Management processes for Information

Technology Services Organization in accordance with ITIL best

practices.

. Created SLA for Service Center Organization based on "Time to

Respond" and "Time to Resolve" target metrics.

. Defined business requirements for the implementation of a new

Service Management System.

. Evaluated Cherwell, MS System Center Service Manager & Remedy to

determine the best fit for environment and strategic efforts

. Tracking, analyzing, and leading initiatives for all quality &

customer complaint issues within the Service desk.

. Provide day-to-day leadership to QA Department.

IT Services Supervisor/Trainer

Baker Hughes - December 2001 thru February 2008

. Coordinate Windows support efforts of Help Desk personnel.

. Oversee day-to-day support activities including problem

resolution, request fulfillment and software maintenance.

. Responsible for assuring internal customers are provided

efficient timely support in a 24x7 environment.

. Responsible for validating that all Windows desktop/laptop

systems meet Enterprise standards.

. Escalation resource for Help Desk support staff in a 24x7

environment.

. Maintained a central knowledge base of information.

. Management of Windows desktop/laptop hardware and software

vendor relationships.

. Manage department budget, staff schedules, task assignments, and

project deliverables.

. Managed Help Desk staff including consultation on performance

reviews, promotions, hiring and disciplinary responsibilities.

. Maintained reporting and enforced IT Support SLA.

. Ensured that decisions made to improve the overall customer

support of the Help Desk are continually carried through.

.

Education

Stephen F. Austin State University, Nacogdoches, Texas

Concentration in Business

La Porte High School, La Porte, Texas

College Preparatory - Graduated with honors

Comp-U-Tech, The Woodlands, Texas

A+ certified computer technician

ITIL Certification

Version 3 - June 2008

HDI Support Center Manager

Certified November 2009

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