IT Operations Support
Resume:
Rick Gillmor
Apex, NC 27502 acv8w4@r.postjobfree.com
Global IT Operations Support
Accomplished, focused IT support specialist and project implementation manager with two decades of diverse experience. Proven success in customer service and support, technical and operational planning and development, Expertise in team building, training and development, support metrics and reporting, business and data analysis, capital asset management. Seeking role with organization that values innovative thinking and problem solving, along with solid communication, presentation, and analytical skills.
Areas of Expertise
Customer Support
Global IT support
Service Desk Management
Hiring & Managing Staff
Networking Protocols
Asset Management
Business & Data Analysis
ITIL Fundamentals
Software Licensing Models
IT Governance & Policy
Infrastructure Implementation
MS Office 2007 – O365
Metrics Reporting
Data Center Management
Stakeholder Relations
Professional Experience
MetLife, Morrisville, NC September 2015- 3 Month Contract
Program Manager, Model Office Finance
Support 4 Program Managers in standing up newly acquired global insurance company offices into a single Global Model Office structure, Sites in Poland, Mexico & Dubai, UAE
Track all program finances in the acquisition process, inclusive of IT hardware, software and business unit processes. Integration into MetLife network & telecom systems
Institute CA Clarity as the primary ERP system to all GMO, primarily vendor/procurement, finance & time tracking modules
Created and maintain SharePoint portal for program documentation, collaboration and progress status reporting
CATALENT PHARMA SOLUTIONS, Morrisville, NC 2006–2015
Global Infrastructure Operations and Support -
Lead global IT day-to-day service & support for all Catalent sites inclusive of all fixed assets, software, networking, telecommunications, peripherals and consumables for North America, South America & European and Asian/PAC facilities
Responsible for all IT related software, software licensing, hardware asset management and accountability. Tracking of asset manufactures and post-manufacturer’s warranty and support
PMO liaison for global business-unit project requirements for the IT helpdesk and data center support & infrastructure
Worked with a team for the transition processes of an outsourced North American Service Desk to be replaced with another outsourced Service Desk based in Poland. Supporting multiple languages and 24/7 availability
Selecting Catalent standards for all global office to mirror across all sites, Standardized laptop/desktop models, builds and base software packages. Standardized and procurement of office furniture, copiers. printers, telecommunication and network systems
Oversee vendor sourcing and procurement processes for all global IT Service needs including purchase requisition, purchase order, and invoicing processes
Lead Service Support for the rollout of Microsoft Office365 and Cloud hosted computing. Created training material for end users access to their OneDrive and SharePoint accounts and provided individual training for the personalization of their OneDrive and collaboration tools such as Skype, Lync, news feeds, web presence, sharing and storing of documents on the O365 cloud
Rick Gillmor, Page 2
PROFESSIONAL EXPERIENCE, Cont’d.
Lead the Global deployment of Windows 7 project - Worked with multiple sites to assess current hardware and software assets to determine optimal configuration to run on the Windows 7 platform, - >6000 Assets. Desktops, Laptops and Servers not suitable to run on/with the Windows 7 platform were systematically replaced with new Dell and HP systems. Client systems, analytical systems and software updated to current versions
Proficiently utilized JD Edwards, CA Clarity, Remedy and other ERP and CRM systems
Successfully managed $4-million annual IT fixed and operational asset infrastructure budget, accruals, depreciation and amortization accounting life cycles. Managed individual project budgets totaling in excess of $15 – million
GLAXO SMITHKLINE, Research Triangle Park, NC 1996–2005
U.S. Sales Force IT Support, Lead, 2004–2005
Effectively managed team of 10 IT System Analysts supporting 11 regional sales offices encompassing Regional SVPs and VPs and their support staff
Provided IT support to U.S. sales force of 10,000 representatives
Transitioned multiple single applications from multiple business units into single application, carefully addressing the specific needs and requirements of each BU
Provided and reviewed qualitative and quantitative metrics weekly and monthly to ensure all Service Level Agreements (SLA’s) were met, milestones were recognized, and projects were completed on time
Sourced and selected new U.S. salesforce hardware to support new sales-reporting tool, Asset life cycle management and reporting
Increased team’s efficiency by providing documentation, content files, and training to prepare for an outsourced help desk
Instituted IT escalation plan to promote immediate resolution to C-level executives’ IT needs
Administered and maintained $25-million IT hardware and software investment
Regional Hub Support, IT Lead, 1996–2004
Managed four analysts in supporting GSK’s regional hub offices, along with VPs and support staff
Oversaw pre- and post-merger integration of GlaxoWellcome and SmithKline Beecham sales offices
Directed strategic project planning and implementation of post-merger consolidation of 21 regional sales offices to 11 autonomous regional service centers
Directed and managed advanced-level technical Subject Matter Experts (SME’s) for hardware, software, network and telecom needs for all regional service centers
Identified application and hardware redundancies resulting from GlaxoWelcome/SmithKline Beecham merger in conjunction with global project teams
Organized twice-annual site visits to regional hubs to upgrade software and hardware
Education
B.S., Business Management, West Chester University, West Chester, PA
Professional Development
IT Project Management coursework, Project Management Institute
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