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Engineering Customer Service

Location:
Indianapolis, Indiana, United States
Posted:
January 26, 2017

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SILAS GYAN, ITIL

**** ******* ***, ********* ** *6143 Email: acyh4s@r.postjobfree.com Phone: 704-***-****

Summary

Experienced IT Service Delivery Manager professional. I have spent the last 7 years developing

And improving my skills in IT Application Support, Incident Management, Problem Management, IT Application

Development, Release Management, Project Management and Process Improvement Skills. I bring extensive

Experience with supporting critical and global IT Applications, executing high impact global projects, a reputation

For providing my end-users with great customer Service and going above and beyond to deliver excellent results.

WORK EXPERIENCE

Cummins Inc., Columbus, IN January, 2008 - Present

Sr. IT Service Delivery Leader

Work in the Engineering Application Development and Support group to manage and support the engineering portfolio and to improve the engineering space. Manage and support over 60 global engineering applications with a user base of 50,000 globally. Engineering Portfolio includes technologies in J2EE, MS-ACCESS, Pro-C, Java, Linux, Solaris, Oracle Forms and report, Oracle databases in 10g, 11g 12C and Apache Tomcat.

Implemented Change Management process using SDLC methodology in the Engineering space which reduced defects and cost by 30%. Worked with developers to minimize customization in Engineering Applications.

Managed and lead the migrations of all nonstandard technology applications into a centralized, web based application for the engineering work space which reduced infrastructure, support cost and also improved performance.

Managed the implementation of all MS-Access Engineering application into J2EE technology to reduce support cost and for better performance and scalability.

Managed/Participate and lead the migrations of all engineering databases from oracle 9i, 10g to 11g for better performance and supportability.

Automated the enhancement testing process in the Engineering space which reduced testing time from 1040hrs annually to 208hrs annually.

Improved the Support SLA metrics by upgrading the applications to standard technologies (upgraded Oracle database to 12C, Upgraded Forms and report to 11g) and also implemented notification mechanism in Remedy to alert support resources on when a ticket is submitted to the Engineering queue in Remedy.

Reduced the amount of GPV(Global Preferred Vendor) support resources by 10% by cross training resources on different Applications

Used ITIL Methodologies to improve critical incident resolution by 10% and also improved the life cycle of development projects by working efficiently with stakeholders (End Users, Business Analyst, and Architecture, Project Management, Infrastructure team and Release Management team).

Business Process Consultant to cross-functional stakeholders (Application Owners, Business end User, Architecture, Infrastructure, Developers, Project Managers and Business Analyst) responsible for development and support for world- wide enterprise systems.

Used Six Sigma methodologies to implement a quality team in the Engineering IT space which reduced defects and improved automated testing by 50%

Manufacturing Engineer/IT Support Analyst January, 2008 – January, 2011

Worked in the Manufacturing Engineering department and IT department to design, support and improve the assembly line process and to also work as an IT Plant support to help reduce IT downtime and improve the up time on IT infrastructure in the plant. I have a passion for IT so during my interview I mentioned the desire to also work in the IT department in the plant.

Implemented Ease software for Process documentation on the assembly lines which reduced the cycle time to manufacture engines by 20%

Lead the implementation of GIEA in the plant.

Scheduled regular system updates in the plant to push updates only on weekends to avoid any interruptions to production.

Implemented lean principles to reduce waste and improved efficiency on the assembly line. This improved engine delivery by 40%

Redesigned the assembly line to improve on material line side presentation and also implemented JIT process in the plant.

Upgraded systems in the plant to current technologies (From MS-Access to Java) and also worked with developers to use current standards in coding.

CERTIFICATION/TRAINING

Cummins Six Sigma Green Belt Certified

ITIL V.3 Foundation Certificate in IT Service Management, License number: 3714

Cummins ITPM Trained

Lean Manufacturing Trained.

EDUCATION

Master’s Degree December, 2007

M.S. Industrial Engineering Technology – Manufacturing

North Carolina Agric. and Tech. State University, Greensboro, NC

Bachelor’s Degree December, 2005 B.S. Electronics Computer and Information Technology

North Carolina Agric. and Tech. State University, Greensboro, NC

Information Technology May, 2001 A.A.S. Computer Electronics Technology - Major in Computer Networking Technology

ECPI College of Technology, Virginia Beach, VA

Business Tools/Skills

Project Management

ITIL Version 3

Release Management

Budgeting

ClearQuest/Clear Case

Incident/Problem Management

SDLC Methodologies

Analytical & Conceptual Problem Solving

Resource Management

Agile and Waterfall

Volunteer

Cummins volunteer Program. (Every Employee Every Community)

Help clean parks and planted flowers in Indianapolis area Parks.

Volunteered my time at area High School mentoring high school children.

United Way Back Pack Drive.



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