Senior Manager

Thomas E. Smith

**** ****** **., ******-******, NC 27526

Email: adc4i2@r.postjobfree.com Phone: H: 919-***-**** M: 321-***-****

LinkedIn: www.linkedin.com/in/thomassmithchdm

SUMMARY

Leadership • Business Analysis • Business Prioritization • Process Improvement • Budgeting

Cross-Functional Collaboration and Management • Team Building • Client Communications

Coaching, Mentoring, Training & Consulting • Cost Controls • Trend Analysis & Diagnosis

Certified Help Desk Manager (CHDM) • Information Technology Infrastructure Library (ITIL)

SLA / OLA Negotiation, Documentation and Oversight

ITIL Manager Roles: Incident, Critical Incident, Change, and Problem

Management of: Command Center, Service Desk, Remote Desktop, Deskside and

Field Support Services, Print Services, Messaging Services, Vendor Contract, and

Global Access Management

Background including: warehousing, manufacturing, electrical mechanics, engineering, and

corporate development

MOST RECENT EMPLOYMENT

11/2019-04/2020 APC at Toshiba GCS, Durham, NC; Command Center Technical Support Manager

Contract-based supervision and management of TGCS Services Command Center, a hub for a world-class maintenance Level 2 services offerings to Toshiba’s largest retail clients as well as performing associated duties as Change Manager, Global Access Manager, and ownership of ServiceNow, DataDog and PagerDuty platforms. Oversee conversion of ServiceNow from version Madrid to version Orlando.

05/17 – 07/2019 Insight Global at Cisco, RTP, NC; Problem Manager, CMS-DCOT

Contract-based supervision and management of life cycle of contracted customer Problem process, reports, issues and escalations ensuring compliance with corporate best practices and policies in coordination with Incident and Change Management ensuring all Workaround and Known Error articles and artifacts are properly documented and published through Knowledge Management. Provide status and metric reporting to upper management, project management and customers.

10/09 - 02/17 HCL Technologies America, Cary, NC; Senior Manager, Infrastructure Delivery

Contract-based project work managing and coordinate staff hiring, training, preparation and management of first through third level support teams in sizes from 6 to 200 for Service Desk, Remote Desktop, Global Access Management, Desk Side and Field Support Services, Print Services and Messaging Services in support of corporate users, Customer and Dealer Support Centers, Bank and Trading Floor while supporting up to 8 languages around the world with team locations in Brazil, Poland, India and Malaysia. Incident, Critical Incident, Change and Transition Manager, Business Analyst, and Course developer and instructor

02/89 - 09/08 United Space Alliance, Kennedy Space Center, FL; Computer Science Staff IV

Acting Deputy Director and Manager for Service Desk and Operations Control Center, supervising employees and sub-contractors across two geographic sites. Provide department oversight and input into budgeting processes. Service Level (SLA) oversight; manage staffing schedules; generate review and present management reporting; Department Representative at NASA Flight Readiness Reviews (FRR); Change Manager; Problem Manager; Developer, Web Curator and Course developer and instructor.

PROFESSIONAL SKILLS

Applications: Active Directory (AD); Active Roles (ARS); Service Now (Snow); BMC Remedy; ScienceLogic EM7, IBM Maximo; Quintus; IBM InfoFamily; Microsoft Office Professional (Excel, Word, PowerPoint, Access, Outlook, Exchange & O365); Terminal Services; Virtual Private Networks (VPN); Remote Desktop Protocol (RDP); Bomgar; Beyond Trust; CyberArc; Altiris; Arellia; McAfee ePolicy Orchestrator (EPO), Splunk; Druva; Minitab; Reason; MS Visio; MS Project; Office Vision/VM; XEDIT; ISPF; RACF; CA/Top Secret/VSE, ACF2; NETVIEW

Operating Systems:

Windows; IBM: VM/CMS, MVS/TSO, VSE; Ubuntu/Linux; WANG VS/IOS/VMS

Languages: MS Visual Basic for Applications (VBA); HTML; CSS; Java Script; Cold Fusion, Visual Basic Script, REXX; Pipes; EXEC/2; COBOL; Assembler; PL/I; DB2; SQL; QMF; FOCUS (PC & Mainframe); 360/370 JCL; JES2/3; CLIST

Methodologies: Total Quality Management (TQM), Information Technology Infrastructure Library (ITIL), IT service management (ITSM), Software Development Lifecycle (SDLC) with Agile, and ISO 9000 series

TRAINING

Pink Elephant, ITIL Foundations; Practitioner: Implementing ITIL

Help Desk 2000, Certified Help Desk Manager

New Horizons Learning Center, HTML; Adobe Photoshop; MS Exchange Server

Employer-sponsored Training –Human Error Avoidance; Lean Six Sigma: Team Accelerator & Green Belt; Root Cause Analysis with REASON; Coaching & Teambuilding Skills for Managers

EDUCATION

BYU-Idaho, Rexburg ID, Remote student - Certificate; Major: Adult general studies for advanced degree

Computer Processing Institute, East Hartford CT - Diploma; Major: Business Computer Programming

DeVry Technical Institute, Woodbridge NJ; Major: Electronic Engineering Technology

A.I. Prince Regional Vocational Satellite School, Simsbury CT - Certificate; Major: Electro-mechanics.

Canton High School, Canton CT. - Diploma

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