David L. Beard 203-***-****

** ******* ****, ********** *****, NY 10510 adbn6s@r.postjobfree.com

PROFESSIONAL PROFILE ITIL certified leader with hands-on, results-driven technical, project and application experience managing Technical Operations, Change Management, Problem Management, Solution, Delivery, SLA’s and KPI’s.

WORK EXPERIENCE

Contrivant, Greater New York area

Service Delivery Manager June 2018 – Present

Lead regional account and operations reviews with delivery team.

Develop and manage overall service delivery strategy and operations.

Deliver high value add implementation services and solutions that exceed customer expectations.

Citibank, New York, NY

Citibank is an American multinational investment bank and financial services corporation with over 200 million customer accounts and a presence in more than 160 countries.

Service Desk Manager (contract role), AML Global MDI Team January 2016 – May 2018

Brought extensive knowledge of ITIL processes to identify known issues while monitoring, implementing and enforcing company SLA’s that reinforced cohesiveness within the regional teams.

Managed Windows 10 application testing throughout the regions to ensure smooth deployment timelines, and handled any possible ongoing issues faced, gathering details to bring to quick resolution.

Managed a team of five regional leads to oversee project milestones and brought interdependency and cohesion to reach the goals and provide follow up to upper management.

Hosted a global weekly call to cover incident outages and provide summaries along with cost impact and RCA to upper management and stakeholders, and provided recommended solutions and planning

that improved efficiencies across the regional teams.

Utilized leadership skills to simplify strategy to eliminate backlogged Problem tickets in ServiceNow while supervising team efforts to properly prioritize issues, which allowed for prompt closure of aging tickets for each region, which drove down backlog of open issues and eliminated delays in the ticketing lifecycle.

Instrumental in development and implementation of documented procedures for Technical Operations, Change Management, Problem Management, Solution, Delivery and SWAT team processes, resolving obstacles and workflow with interdependencies which brought about higher rates of ticket closure and customer satisfaction.

STERLING NATIONAL BANK, Tuckahoe, NY

Sterling National Bank, a principal subsidiary of Sterling Bancorp, offers a complete line of commercial, business, and consumer banking products and services.

Service Desk Manager (contract role) May 2014 – January 2016

Managed a team of 14 support staff across several areas of the New York region, incorporating ITIL background and expertise to help elevate and improve the end user experience.

Delegated large Help Desk ticket volume through Remedy Salesforce and Cisco Call Manager, developed weekly and monthly reports for upper management, and improve ticket closure and employee performance through KPI’s.

Planned and developed framework for successful transition of over 22 Hudson Valley branches to Sterling, coordinating imaging and deployment of PC's to replace thin clients and also updating the phone system.

Involved with migration and cutover of over 300 former Hudson Valley Bank users from Exchange 2007 to Office 365 in the Cloud.

Researched and tested Windows 10 OS for future use within the end user environment while managing deployment schedules for upgrades along with documentation.

Responsible for MDM project that involved documenting and developing specific procedures for removing Airwatch and loading email on users’ mobile devices, along with managing the hands on support model.

WORLD WRESTLING ENTERTAINMENT, Stamford, CT

World Wrestling Entertainment is an integrated media organization and recognized leader in sports entertainment, broadcast to more than 150 countries in 30 languages, and can be seen in 650 million television households worldwide each week.

Technical Services Manager (ITIL) April 2010 – May 2014

Managed Service Desk team of seven PC and two Mac technicians while implementing new plans and strategies for onsite desktop support to 650 users in the Stamford office in addition to 350 in remote offices across the U.S. and internationally in locations such as London, Dubai, Munich, Tokyo and Singapore.

Instrumental in the research, training and deployment of Nimsoft SAAS ticketing application, a full-service ITIL solution, which resulted in a 20% increase in agent productivity, decreased response times below the benchmark, and an average customer satisfaction rating of 94%.

Worked closely with Service Desk team to apply efficiencies of ITIL framework in improving ticket closure and call abandonment rates, which were the basis of weekly metrics reports to provide and improve root cause analysis, and presented to both the VP of IT and CFO.

Gave technical support to 75% PC and 25% Mac end users, troubleshooting and creating and implementing solution processes onto knowledgebase of ticketing solution as well as company intranet site.

Developed Asset Management solution to be incorporated into Nimsoft, allowing for improved response times and resolution, as well as to monitor warranties on all server and desktop equipment to plan projections for annual 22-25% refresh of the environment.

Assisted Director of IT to plan, stage and implement a successful Disaster Recovery solution to ensure hardware, software, data and connectivity were tested and confirmed for functionality at offsite work areas.

Responsible for annual IT budget of $350K, leveraging strategic sourcing practices and provided key initiatives that gave the team more visibility into the process.

Engineered and developed implementation and support planning for the launch of the WWE Network, a 24/7 streaming service offering both scheduled programming and an online library that can be accessed from any device, while bringing aboard a support structure for issues from the WWE fan base and delivering metrics weekly on tickets.

PUBLICIS GROUPE SA, New York, NY

Publicis Groupe, SA is currently ranked as the 4th largest communications company with recent billings of $4.7 billion and 38,000 employees. Core businesses: Advertising, Media Buying and Specialty Brands

Service Tech/Service Desk Manager October 1998 – December 2009

Re: Sources Finance Group, New York, NY

Managed Service Desk Support team of three PC and one Mac technician across three locations.

Utilized ITSM features in ServiceNow ticketing to drive team processes, building a knowledgebase inside the application to assist other worksites in the US and the self-service module.

EDUCATION

TOWSON UNIVERSITY, Towson, MD, Bachelor of Science

CERTIFICATIONS

ITIL Foundations for Management; A+ Certification

TRAINING

Introduction to Java, L&T InfoTech; “Managing at WWE” Training, Stamford, CT; A+ Certification, Test Out Systems, New York; MCSE Training, Inet Solutions, Inc., New York; VMWare Foundations; Office 365 Training; Microsoft Azure Training; Management Training, AMA.

TECHNOLOGIES

Service Now, Remedy Help Desk, Windows, Mac, UNIX, Linux, Active Directory, JavaScript, Java, MS Office, Office 365, MS Outlook, Azure, Lync/Skype, MS Project, Visio, Connect Wise Manage, Fiserv, Cisco Call Manager, Casper Mobile Device Management, Airwatch MDM, Bloomberg, PeopleSoft Financial and HR, JDE, IBM Cognos TM1, Checkpoint Securemote, Cisco VPN, Lotus Notes, SMS client, SCCM client, DDS, Mediabank, Acrobat Professional, Crystal Reports, Paybase, BNA Tax Software, VMware, Citrix XenApp, CA Service Desk Manager, MySQL, Mcafee Help Desk, Mcafee Antivirus, Norton Antivirus, Symantec Endpoint Solution, Autotask Service Desk.

NETWORK INFRASTRUCTURE

Routers: Cisco, Nortel

Switches: Cisco, Extreme Networks, Nortel

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