Manager Service

N I C H O L A S J. H A R A M I S

Summary

I have nineteen years’ experience leading cross-functional teams in the Information Technology industry. Established reputation as a strong program manager able to get difficult, complex and demanding projects completed on time and within budget. Strong execution skills combined with edge. Excellent communication skills that include a major focus on customer advocacy. Extensive experience in many aspects of customer service and information technology including:

Project Management Leading Cross Functional Teams Authoring Functional Specifications Executive Presentation Skills

Operating System Technical Support ITIL Foundation Performing defect and trend analysis Solutioning and Integration

EXPERIENCE

November 2015 – Present Brookfield Corporate Operations

Manager, Service Delivery Management:

Trusted advisor to Business Units with combined services industry and Brookfield business experience

Development of Business Unit account plans to include technology/financial/HR/business strategy and roadmap

Oversight of Business Unit services and projects on behalf of Business Unit to ensure delivery of business goals, objectives and benefits

Escalation of significant Business Unit issues within BCO Services

Grow Business Unit portfolio of services and increased services scope

Management of Business Unit requests for service proposals, project estimates, changes in services and additional services on behalf of BCO Services

Work with BCO Business Management Office (BMO) to provide Business Unit pricing strategies and annual budgets

Track and measure Business Unit satisfaction input to BCO Services’ Voice-of-the-Business Unit improvement program

Inform BCO Services leadership team on issues of strategic and operational importance including top Business Unit issues/projects/wins

Evaluate enhancements and cost estimates for existing or new service offerings

Scoping, validating and managing new service offering opportunities with BCO service towers and Business Units

Targeted communications about services delivered by BCO Services or general announcements from BCO Services directly impacting Business Units; Business Unit key messaging and BCO Services branding

Establish operational processes and management systems to provide linkage from Business Units to SDM into the BCO Services organisation, such as pipeline management and Business Unit governance

11/02 – October 15, 2015 2015 IBM Global Services – Global Technology Services

Sr. Service Delivery Manager – Distribution sector. Complex Project Determine Problem Impacts and communicate with customer

Responsible for crisis management (asses business impacts, and drive problems to closure)

Focal point for Delivery and Industry Executives and/or customer for all delivery center issues and concerns.

Manage customer escalations

Ensure proper focus is expended by the Delivery Center to system and application problems.

Represent Service Delivery Center at required customer meetings.

Single point of contact for Delivery Executive and customer during outages

Manage Request For Service (RFS) process

Main Interface to customer for issues with IBM delivery, Owner of Account SLA Performance.

Review and summarized monthly availability statistics with customer.

Lead with account financials - interlock, fall plan, Resource Units etc.

Responsible for account ARC/RRC reporting and coordination.

Cross Tower Management including, Middleware (WebSphere, IIS and SAP) Database (Oracle, MS SQL and DB2) Disaster Recovery and Network.

12/00 – 10/02 IBM Global Services

Service Delivery Manager, AXA Client Solutions, 1290 Avenue of the Americas, New York

Operational contract knowledge, escalation of non-compliance with contracted services

Escalation focal point for AXA site personnel for delivery issues in the metro campus

Responsible of resolution of end user escalation for site.

Responsible for identifying and recommending correction actions in IBM skills performance to DPE and IBM project office

Responsible for producing weekly root cause analysis on failed tickets for the metro campus

Responsible for maintaining and reducing (as applicable) costs of delivery for desk side and identifying cost reductions in other areas as appropriate to DPE

Review of Customer Deliverable reports with the customer

Responsible for customer and end user satisfaction with IBM onsite delivery team.

Day-to-day technical direction to onsite technical team leads and staff, monitoring workload balance and staffing plans for metro campus

3/99– 12/00 IBM Global Services

Sys. Mgmt. Integration Professional at Texaco Inc. Headquarters

NT 4.0 LAN administration of site and 4 remote sites.

Installation and setup of servers.

First Line Support/Troubleshooting of Ethernet infrastructure (Hubs, switches, wiring, etc.)

Problem determination, Root-Cause-Analysis.

I/T Specialist 2/98 through 3/99 at Texaco Inc. Headquarters

Team Lead for Executive Support.

Provided dedicated desk-side support for Texaco’s executive population including the chairman and CEO.

Developed site-wide Windows NT images

Project Coordinator Windows NT workstation 4.0 roll-out Tivoli pushes

I/T Specialist 2/97-3/98 at IBM Mount Pleasant

Designed and implemented small desktop projects

Delivered desktop support to IBM clients including the Executive Briefing Center (EBC)

EDUCATION

1986 - 1990 St. John’s University, Queens, New York

BA Business Management

COMPUTER PROFICIENCIES

OS All Microsoft Windows Platforms, RedHat Linux, AIX, SUN,

Software Proficient with all mainstream software packages, especially Microsoft and

Products, as well as most graphics and Internet packages.

Certifications MCP

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