Kelly Crowton

*** ****** **** **

Roswell, GA ***76

Cellular 678-***-****

adda21@r.postjobfree.com

IT PROBLEM MANAGER / IT SERVICE DELIVERY MANAGER

Information Technology Professional with over 20 years experience, which includes but not limited to, IT Service Delivery Management, Problem Management, Process Engineer Advisor, IT Global Service Desk Management, and Project Management, with business-focus and resource management capabilities, following projects from planning, to implementation. I have supported various organizations that include Healthcare, Financial, Manufacturing, Local State Government, and Private Industries, analyzing, strategizing, designing, consulting, training, deploying, implementing and managing multi-level hardware, departmental and software applications projects. Proven ability and recognized for offering a unique combination of creativity problem-solving abilities and the capability to both lead and work as a member of a team, with the ability to assess both vantage points to create cost-effective solutions for the company and internal and external clients. Excellent communication, organization and interpersonal skills, both verbally and written with the ability to communicate highly technical aspects of the IT environment to non-technical and technical professionals.

PROFESSIONAL STRENGTHS INCLUDE:

• Service Level Targets • ITIL Fundamentals • Operations Management

• Strategic Planning • System/Network process controls • Staff recruitment, Induction

• Project Management • Workflow Prioritization • Service Desk Management

• Risk Management • Account Management • Customer Service Delivery

• Vendor Management • Analytical skill & Communication • Incident Management

• IT Infrastructure • Change Management • Problem Management

Career Achievements

Implemented process improvement initiatives, problem-solving methodologies, and statistical process control. Results included 60% improvement in first call resolution quality, 35% reduction in incidents returned, and 40% improvement in incident ticket quality and assignment.

Slashed end-user complaints from 20 + weekly to virtually non-existent levels. Completely restructured operations, discontinuing declining areas and bolstering areas with the greatest potential. Engineered new processes to support restructured organization.

Defined metrics on performance, quality and adoption to ensure company goals were identified, achieved, improved current processes, and provided weekly progress reports to executive leadership.

Successfully managed client accounts and support, ensuring proper and effective handling of requests, as well as problem resolution to reduce reoccurrence of service interruptions.

Developed and executed staff training onshore and offshore, and development strategies, motivating and mentoring to level of service excellence. Implemented Key Performance Indicators and coaching to achieve targets. Dramatically increased customer loyalty, with feedback received indicating helpful, polite staff being the major reason. Client feedback further motivated staff and produced happy relaxed work environment.

Liaised between IT vendors and business stakeholders to ensure they addressed any workflow gaps, remediated, and implemented any preventative actions within the agreed service level agreement.

EXPERIENCE HIGHLIGHTS

Anthem Blue Cross BlueShield, Atlanta GA Mar-2017 to Pres

Process Engineer Advisor (Problem Management)

Identify trends and potential problem sources, by reviewing Incident and Problem analysis. Work with internal and external IT teams to identify the root causes for all escalated incidents, make temporary solutions (workarounds) available, and develop final solutions for known issues. Ensure the health of the client’s environment to minimize client impact and risk by assessing customer feedback and make the necessary improvements, identifying and analyzing issues, and work on eliminating gaps.

•Proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit.

•Worked with key stakeholders to understand their needs and involve them in planning and problem resolution (including Communications, IT, Senor Management, and Vendor Management).

•Identified technical problem areas to improve processes and environment, and provide continuous service improvement across Infrastructure services. Participate in regular vendor service reviews to keep informed of current issues, performance and service improvement plans.

•Support project teams with the implementation of application changes and associated updates into the live environment and ensure this is done in a controlled manner with appropriate communications and risk assessments.

Bibby Financial Services, Kennesaw, GA Oct-2016 to Mar 2017

(NAM) IT Service Delivery Manager

Responsible for all aspects of operations for all NAM offices, including Canada. Act as an escalation and technical point of contact for the managed service provider and internal client, when telephony, message, application, networking or collaboration services issues materialize. Review processes with managed service providers including; major incident reviews, problem management, reporting, contractual reviews, and management of the internal and external service improvement processes and ensure compliance with legal requirements in regards to information security. Work closely with other IT teams, procurement, finance and business units in the approval and deployment of projects.

•Collaborate with project teams, IT networking teams, and third party suppliers to ensure project changes are controlled, managed and documented, and provide the necessary support to the project team to achieve the project aims and associated safe transfer to a live service.

•Worked with key stakeholders to understand their needs and involve them in planning and problem resolution (including Communications, Business Units, IT, HR, Risk and Legal).

•Identified technical problem areas to improve service, and provide continuous service improvement across Infrastructure services. Participate in regular vendor service reviews to keep informed of current issues, performance and service improvement plans.

•Participated in the development of short and long term IT Operational plans; and standardized procedures to improve efficiency and effectiveness of IT group operations.

WIPRO Limited, Atlanta, GA Jun-2015 to Oct-2016

Global IT Service Desk Manager/Project Manager

Responsible for all aspects of the operation, including but not limited to the leadership of 23 call center agents and 2 team leads offshore and onshore. Established plans to achieve the service level objectives identified process gaps and drove them to closure. Reviewed service desk performance and identified service improvements. Established Company IT strategy by collaborating with peers, and senior management to establish IT plans, actions, and solutions to best service the business. Developed policies, procedures, documentation, and governing best practices for operating an effective IT function. Discussed risk mitigation and quality control with key stakeholders to reduce adverse effects of any hardware, software and server upgrades or maintenance that might affect the customer. Established Service Desk Performance Reporting through SLAs, KPI’s Dashboards, Score Cards and Health Checks.

•Monitored and reported on Service Operations, and communicated to relevant stakeholders on the status of incidents, problems and resolution progress. Engaged internal and external service providers to ensure service effectiveness, SLA/OLA assurance, and continuous improvement.

•Defined IT service delivery gaps and delivered readiness assessments, assisted in determining resolution steps, and coordinated with internal and external resources through all activities to achieve the desired outcome. Included collaborating with the customer to for new agreements and rollouts of new service offerings.

•Ensured that the IT Department delivered consistent, repeatable and cost effective infrastructure, data and voice communications, applications support, project management and application development services to both internal and external customers.

•Planned, organized workloads and staff assignments; provided training, encouragement and evaluated assigned team; reviewed their progress and made changes as necessary; and ensured staff was aware of departmental plans, policies and procedures.

IBM (State Of Georgia Acct), Smyrna, GA Apr-2009 to Jun-2015

IT Service Delivery Manager\IT Service Desk Manager

Managed call center representatives both onshore and offshore to ensure that workflow meets high company standards, by providing training and guidance for new and current employees within the department. Implemented and maintained tracking system of incoming calls and outgoing tickets and maintained a database of current and prospective customer information. Carried out incident and problem management support to the highest standards and coordinated the resolution with the appropriate resolver groups. Work closely with key members as liaison between the Data Center Operations group, IBM, vendors (AT&T, Dell, and XEROX) and the Account Managers from several different State agencies to make sure SLA’s are being met and to resolve any customer outages, escalations, recommending and implementing cost-effective tech solutions and appropriate IT policies. Documented and improved business process performance, increased workforce and resource efficiencies, and performed value-added functions to meet critical needs. Technically proficient with desktop and server technology acting as Helpdesk analyst, assisted Desktop support representatives and performed Network administration; creating AD accounts, security access and permissions, and consulted with engineers about Server maintenance, performance and updates, supporting a mixed network environment.

• Established goals for the department, administered performance evaluations, trained and promoted continuing education activities, interviewed and hired employees, and developed new products and documentation.

• Demonstrated ability to analyze, evaluate, and incorporate changes by writing and implementing policies and procedures.

• Negotiated and worked with internal and external providers to identify client problems, identified opportunities to improve SLA’s, Dashboards, Score Cards and KPI resolutions for enhanced customer satisfaction.

Georgia Technology Authority, Atlanta, GA Mar-2004 to Apr-2009

IT Service Desk Manager

Responsible for leadership of 12 call center agents and field support agents, provided Tier 1 support. Promoted and oversaw strategic relationships between internal IT resources and external entities, including government, vendors, and partner organizations. Performed remote and on-site technical support, consulted with users, management, vendors, and technicians to determine networking and computing needs and system requirements. Provided support for all internal and external clients in our Data Operations division, Command Center, and 13 external agencies with their hardware and software issues and requests. Developed policies, procedures, and documentation, governing best practices for operating an effective IT function. Discussed risk mitigation and quality control with key stakeholders to reduce adverse effects of any hardware, software and server upgrades or maintenance that might affect the customer. Technically proficient with desktop and server technology acting as Helpdesk analyst, backup Desktop support representative and performed Network administration, creating AD accounts, granting security access and permissions, and performed Server maintenance and updates. Performed technical training for all new and current helpdesk and field support agents, on supporting all IT functions; including Windows 2003 servers, PCs, printers, Windows XP operating systems, desktop hardware, software, network maintenance and storage in a windows XP environment.

• Improved business processes, SLA metrics, KPI’s, Dashboards, Score Cards and supports critical business strategies by managing the development, implementation, and maintenance of business applications systems.

• Delivered consistent, cost effective, data, voice communications, applications support, and application development services to both internal and external customers.

• Developed and maintained corporate policies and standards aimed at maximizing effectiveness and minimizing costs related to the acquisition, implementation and operation of IT systems.

• Reviewed all hardware and software acquisition and maintenance contracts, soliciting involvement and participation of other management team members as appropriate.

Georgia Technology Authority, Atlanta, GA Mar-2004 to Apr-2009

Project Manager

Oversaw IT operations projects, for system installations, desktop hardware and server hardware updates, application an OS updates and ensured protocols were followed. Met and worked with application development team, network engineers, systems security and quality assurance teams to achieve successful implementations. Led large-scale enterprise rollouts for multiple agencies totaling about 8000 units upgrading users from Windows 2000 to Windows XP, along with upgrading Desktop hardware and servers to Server. Analyzed and improved departmental operations and established new procedures resulting in increased productivity and more efficient resource utilization. Documented process and improved business performance by Integrating with other processes and the organizational structure. Managed team to implement upgrade plan within budget and on-schedule and trained users in new technology. Conducted an audit to assess the progress of the project and regularly audited sessions ensure that the project’s management was in-sync with the established project objectives.

• Instrumental in planning and executing innovative strategies to achieve objectives for infrastructure improvement; redefined scope of project and coordinated resources from technical and non-technical clients to progress project, resulting in a successful Proof of Concept demonstration to management in less than 3 weeks.

• Recommended changes to software applications based on analysis of their impact to all users requirements.

• Achieved all project objectives within a short period; defined Statement of Work for projects with the state of Georgia agencies (ranging from $450K to 4.7 Million), identified server, workstation and application needs, and coordinated with state agencies to execute Statement.

• Championed project management of infrastructure changes required to support project, including coordination between project and production services, development of technical resources to support new application, and coordination of operational readiness requirements.

Georgia-Pacific Corporation, Atlanta, GA Mar 2000 to Apr 2004

Project Manager\Consultant

Managed multiple projects for desktop hardware and server updates for 500 units, implemented MS Office and Windows upgrade, and application upgrades from beginning to end within a $750K budget and on-schedule and trained users in new technology. Analyzed systems and new functionality, defined requirements, and coordinated efforts of testers, programmers, etc. Planned and executed innovative strategies to achieve objectives for infrastructure improvement; redefined scope of project and coordinated resources. Performed Project Health Check, and Gap Analysis to uncover any issues, concerns and challenges encountered during the execution of the project.

• Developed effective systems for accomplishing project goals, in the context of convention planning, to meet client project timeframes and outcomes successfully.

• Successfully achieved project milestones, ensuring projects complied with all cost and scope specifications.

• Proactively managed projects by preparing and presenting proposals, writing statements of work, and building client relationships.

• Acted as direct liaison between SAP project and Technology Services teams; coordinated development of Interim SLA for SAP application and ensured all infrastructure changes required to support project were scheduled and completed on time.

MARTA, Atlanta, GA Feb 1999 to Mar 2000

Project Lead

Worked with Project Managers, engineers and project team with a companywide W2K rollout for all of MARTA’s locations totaling about 10000 units. Upgraded users from Windows 98 to Windows 2000, along with upgrading desktop hardware and servers, managed process improvement projects, documenting requirements and working with both IT and business units to deliver identified projects and improvements and created technical documentation for IT support analysts. Performed Project Health Check, to uncover any issues, concerns to afford the project manager, project sponsor and project team, an interim view of what was going well, and what needed improvement. Ensured appropriate business and IT resources engaged, and committed during the project life cycle. Performed Gap Analysis to provide the foundation for measuring investment of time, money and resources required to achieve a particular outcome. Gathered technical requirements from customers and collaborated with product management.

• Instrumental in planning and coordinating upgrades and validation testing for all hardware and system software on all platforms for Year 2000 rollover; rollover was successful with no infrastructure problems.

• Liaison between project stakeholders including internal business collaborates on an ongoing basis to manage expectations surrounding project scope, deliverables, resources, schedule and cost.

• Demonstrated leadership to deliver project milestones and artifacts on time within budget, and with quality.

Siemens Energy and Automation, Alpharetta, GA Jan 1997 to Feb 1999

Call Center Manager

Restructured current helpdesk, conducted an audit to assess company and customer needs, interviewed, hired, and monitored personnel, remaining in compliance with all company directives. Built an ongoing relationship with Sr. Management to ensure delivery of all IT solutions. Managed team, which included, Network Ops, Data Center Operations, Helpdesk Analyst, Desktop Support, and the Application Developers. Technically proficient with desktop and server technology acting as Helpdesk analyst, backup Desktop support representative and performed Network administration, creating AD accounts, granting security access and permissions, and performed Server maintenance and updates. Responsible for administering the IT infrastructure, including local, wide, wireless, Internet, and Intranet networks, network hardware, telephone and, servers, data storage, desktop workstations, laptops, personal devices, and related software programs. Performed Gap analysis to determine, the business requirements and current capabilities and revealed areas needing improvement. Provided hands on backup support for helpdesk analyst and desktop support staff when needed.

• Rebuilt, developed and supervised Service Desk teams, consisting of Network Administrators, Database Administrators, Desktop Support and Help Desk staff. Evaluated, restructured, revised, and integrated a new helpdesk centralized training curriculum for professional development of team members and personnel.

•Maintained responsibility for all activities related to design, distribution, implementation, troubleshooting, customer care, and problem resolution.

•Developed business processes, SLA metrics, KPI’s, and supports critical business strategies by managing the development, implementation, and maintenance of business applications systems.

Technical Environments:

WebEx, Air Watch, SAP, Windows 7, Win 8, Netware (Novell), MS Office 2003-2010, MS Outlook, GroupWise, Lotus Notes & Lotus Smart Suite, Visio, MS Project, VOIP, SAP, Ms. Exchange, PeopleSoft, Cisco, VMWare, VPN, Mobile (Blackberry, I-Phone, Android and I-Pad), Citrix, Shiva Remote access and IBM global remote access, TCP/IP, DNS, WINS, DHCP, LAN/WAN, Mainframe, AS400, SQL, SharePoint, Active Directory, and Salesforce.

Education

MCP Certified

XL Connect – Managing and Maintaining Microsoft Windows Server 2003, Installing, Configuring, and Administering Windows XP Professional.

Horizon –Consulting, IT Project Management, and Time Management, Consulting

Extreme Logic- Win 2K Server Support

Silicone Valley- A++, Active Directory, Windows 2003 Server

ITIL Fundamentals

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