Client Services Manager, IT Project Manager

Timothy R Jones

Indianapolis, IN *****Phone 720-***-**** Email: acrj37@r.postjobfree.com

Highlights of Qualifications

-Unisys Client Services Manager for the Defense Finance and Accounting Service DMI II program. I have over 34 years of professional and military experience, which includes Information Technology, Logistics and advanced organizational management skills. Effectively managed 6 geographically separated diverse information technology (IT) teams successfully deploying new desktop systems to over 12,000 end users ahead of schedule, under budget, and within customer expectations. I have experience in diagnosing complex IT systems and planning, executing, and delivering service delivery solutions. Served as the primary point of contact to the client(s) regarding overall and day-to-day service delivery.

-Ensured SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts were met or exceeded.

Professional Experience

Client Services Manager, Unisys Corporation, Indianapolis Indiana 2011 – 2014

-Client Services Manager supporting the Defense Finance and Accounting Service (DFAS) successfully delivering and sustaining a high level of customer satisfaction, resolving IT desktop service delivery issues within the Windows 7 environment for approximately 13,000 end users at eight locations across the United States, Germany, and Japan. Managed manpower requirements within my allocated budget.

-Maintained direct client interface, established cross functional interface with engineering, and direct management of two Service Delivery Associates and approximately 56 Unisys employees including 24 sub-contractors.Utilizing the Planning, Execution, Monitoring and Controlling phases of Project Management, I effectively selected a team of 50 skilled technicians to complete the Sustainment of Services technical refresh project for the Defense Accounting and Finance Service Desktop Migration Initiative II (DFAS DMI II) completed from April through August 2014. Coordinated with all business units, end users, and directors to ensure all systems were deployed on schedule.

-Within a 75-day period the team deployed over 5000 from a Windows XP to a Windows 7 environment. I led and trained the team in installing, configuring, maintaining, and troubleshooting network hardware, Windows 7 operating system software, peripheral/network equipment, and application software. Successfully executed the refresh plan by doing more than 100 machines per day, migrating data and user profiles, with zero loss of user data completing the Sustainment of Services project on schedule and under budget. With a planned delivery of $214 per unit deployed the team was able to significantly reduce the cost to $157 per unit completing the project under budget by 36% saving approximately $70,000 in government funds.

-Produced MicroSoft Power Point presentations and briefed senior management daily on the progress of all system deployments escalating all unresolved issues to the appropriate level for resolution when a solution could not be provided by the field team.

-Directly interfaced with all sites. Conducted status meetings daily reviewing over 250 trouble calls across 6 Service Level Agreement sublevels maintaining a 95 percent or greater restoration rate over the past 3 years.

-Utilizing Information Technology Infrastructure Library (ITIL) methodologies, assisted with the development of Customer Satisfaction (CSAT) surveys to identify support shortfalls during initial contact by the client. Through intense training and implementation of the “1st call resolution” process the team was able to consistently achieve a 4.6% satisfaction rate for the duration of the project.

Site Manager, Unisys Corporation, Indianapolis, Indiana 2009 – 2011

-Managed a diverse group of 16 highly trained technicians responsible for delivery of IT services for over 5600 government and contractor employees on a daily basis and provided services of deliverables in a timely manner. Led the effective development, installation, and modification of over 1500 major finance accounting automated information programs to meet end-user needs and systems requirements. Utilizing customer relations skills and the Remedy Incident tracking system resolved over 200 trouble calls on a daily basis. Actively managed all hardware and software rollouts, imaging, standard configurations, anti-virus applications for approximately 5600 active user accounts at DFAS Indianapolis.

-Developed and implemented training with the introduction of new or modified applications. Trained support staff on the interrelationship of systems or subsystems and the detailed logic of each system. Performed staff assignments related to IT project planning, monitoring, and/or controlling operating system and hardware deployments. Implemented and managed change management in order to meet new organizational goals. Analyzed critical support requirements. Identified deficiencies and potential opportunities, and developed innovative solutions for increasing reliability and improving productivity.

-Using Active Directory Users and Computers, managed client access by insuring Controlled Access Card (CAC) Authorized Access was selected for all active accounts.

-Published Controlled Access Card certifications for 40 accounts monthly in Microsoft Exchange.

Lead Technician, Unisys Corporation, Indianapolis, IN 2007 – 2009

-Managed all Service Level Agreement calls dispatched to DFAS Indianapolis orchestrating a diverse team of 23 technicians providing Tier III desktop support for over 5,400 personnel assigned to the largest finance center in the Department of Defense. Provided an expert level of customer support in planning and delivery of IT services including the receipt, acceptance, configuration, installation, and movement of all personal accountable computer equipment.

-Managed Active Directory user accounts, individual and group Microsoft Exchange email accounts, public folders, Common Access Card (CAC) certification, distribution lists, security groups and shared folder permissions and rights. Provided desktop trouble shooting and repair of all software applications as required within the Service Level Agreement.

-Actively coordinated with the site facility manager for all Base Realignment and Closure transfers for DFAS Indianapolis. Established work schedules, coordinated sub-contractor support and supervised over 3500 moves for personnel re-assigned to DFAS Indianapolis.

Service Delivery Associate, Unisys Corporation, Denver Colorado 2005 – 2007

-Responsible for the management of all closed trouble calls for approximately 7000 desktop computers distributed over five Defense Finance and Accounting Services sites. Verified that the codes used were correct for services provided. Consistently reviewed the Service Delivery process ensuring the client’s needs were met in respect to the Service Level Agreement.

-Utilizing the Remedy ticket tracking system, reviewed and verified on average of 150 incidents daily actively engaging all available resources for total customer satisfaction.

Education

B.S. in Computer Science, Troy University, Ft Walton Beach Florida

Professional Development

Project Management Professional Training

ITILV3 Training

Implementing & Supporting Windows XP Professional

Managing and Maintaining Server 2003 Environment

Implementing & Managing Server 2003

Maintaining Server 2003 Network Infrastructure

Certifications

CompTia Network + CompTia Security +

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