Elwin Hornedo Longmont, CO 858-***-**** addvsn@r.postjobfree.com linkedin.com/in/elwinhornedo

Decisive, forward-thinking and innovative – an achiever of exceptional rather than expected results.

Customer focused and creative IT Service Manager with a vision, passion and business acumen for enhancing the customer experience by delivering innovative operational excellence. Accountable and data-driven analytical thinker with the ability to lead and collaborate on mission-critical business processes across multiple locations, providing strategic direction and leadership in a fast-paced, demanding environment. A highly responsive and motivated coach and mentor with excellent communication skills and excellent attention to detail, with the ability to inspire and motivate diverse customer facing support teams. Proficient in developing collaborative strategies and building strong, sustainable relationships with internal and external customers adding business value and creativity at all levels, achieving buy-in for key initiatives. Proven track record for developing high-performance teams, proactively making effective decisions, and quickly revising tactics to achieve goals within aggressive time frames. Bilingual in English and Spanish.

Global IT Support Process Mapping & Continuous Improvement Resource Recruitment and Development Call Center Administration Implementation Plans & Project Delivery Technical Problem-solving End U ser Support Project Management Agile and Waterfall Software Development Lifecycle - SDLC Capacity Planning KPIs & Analytics ITSM Service Level Agreements Customer Satisfaction - CSAT Quality Management Customer Relationship Management Capital Budgeting Knowledge Base Management Product Management Performance Management Incident Management Content Management Workforce Management ITIL Methodology Servant Leadership

Environments: PL / SQL, SaaS Applications, Active Directory, Exchange, SCCM, Microsoft Office Suite, O365, Windows, MS Visio, MS Project, MS Publisher, SharePoint, Microsoft Teams, Apple IOS and MacOS, Google/GSuite/Gmail, ServiceNow, BMC Remedy, Entrust IdentityGuard, Avaya, F5 big-ip edge client, GoToMeeting, Zoom, NICE IEX, Jira, WordPress, Tableau

Professional Experience

Sigue Corporation Sylmar, CA 07/2019 – 04/2020

Global IT Service Desk Manager

Led and managed an International Technology Service Desk organization. Oversaw Level 1 & Level 2 organizational support for hardware and software issues, requests, and incidents.

Managed two 24/7 teams of a total of 23 people supporting 2 International call centers, corporate locations and 9,000 nationwide agents handling approximately 95,000 calls/tickets per year.

Built and institutionalized a comprehensive incident response and escalation matrix which covered all issues encountered and Implemented processes and ensured the help desk met ITIL standards.

Initiated an 80/30 Service Level Agreements, implemented an escalation protocol, created various Billboards and adjusted Service Technicians schedules to maximize support during peak hours. The changes improved the SLA of 39 and Average Speed of Answer of 2:10 to an SLA of 83% and Average Speed of Answer of 27 seconds.

Improved Abandon Rate from a peak of 33% to 4%. Implemented Quality of Service monitoring.

Created a contingency plan for remote Service Desk Support to manage increased call volumes during outages.

HCL America Frisco, TX 03/2019 – 07/19

IT Transition/Implementation Project Manager

Delivered transition projects in line with global transition methodology (project scope, quality assurance, issue resolution, reporting) for large outsourced managed service projects, defined and developed Project Management methodologies.

In charge of overall project delivery and relationships with external and internal stakeholders including C-level executives.

Responsible for engaging in every phase of projects and worked closely with the internal as well as external customer teams on program delivery for Fortune 500 companies.

AT&T Digital Life Dallas, TX 06/2013 - 08/2018

Senior IT Technical Service Manager

Oversaw hardware and software desktop support services, IT infrastructure, Audio/Visual Media Servers and conducted investigations to outage related issues. Managed software upgrades and pushes for 24/7 call centers.

Planned, designed, and executed the Root-Cause Analysis (RCA) process and metric reporting solutions; improved RCA cycle time by 47% by providing feedback and managing the process. Implemented the development of data-based ad-hoc KPI performance reports and metrics.

Managed technology at 2 national call centers with over 200 PC stations, maintaining 99.99% PC availability.

Collaborated in the creation of a Station Manager monitoring tool, significantly decreasing timeline for software upgrades and system pushes as well as enabling remote station management.

Mattress Firm Houston, TX 05/2012 – 01/2013

Senior Project Manager

Led large-scale complex projects and teams utilizing agile methodology. Managed conversion of software and mid-range hardware for mergers and acquisitions for the Strategic Planning Department. Conducted due diligence for IT-related functions related to acquisitions.

Negotiated scope of project logistics and all expansions to projects as well as risk analysis with executive sponsors.

Developed and owned project plans that included schedules, milestones, strategies, budget preparation, financial targets, resources, communications, and risks.

Effectively provided strategy and leadership for comprehensive cross-functional project teams consisting of project administration, cross-functional leads, technical support, and third-party clients.

Transitioned project teams from the use of Excel spreadsheets to managing projects in MS Project, reducing project definition times 30% and facilitating tracking of project milestones.

Identified and implemented process improvements including automated scripts and macros used in the data transfer of ERP information, resulting in savings of $100K.

Mattress Giant Addison, TX 03/2000 - 05/2012

Director of Information Technology & Customer Service

Managed 10-person Help Desk team supporting 500 retail locations, corporate headquarters, 10 distribution centers and supply chain logistics. Oversaw ERP/Oracle database and software support, application development, and infrastructure.

Implemented company-wide ERP, WMS and POS retail software and hardware systems on-site at all locations, coordinating training, installations, and project support to deliver project early and $250K under budget.

Led end-to-end development and launch of the company’s first online E-commerce initiative, coding efforts of a web development team to create a site that outperformed brick and mortar locations.

Automated warranty/customer service process, reducing warranty resolution time frames from 30 days to 1-2 days while maintaining high levels of customer satisfaction.

Provided more control over all credit card transactions and settlements to the banks by centralizing credit card transaction processing enterprise-wide through our POS/ERP system. This resulted in faster cash and tighter controls of credit card transactions as well as making the company Payment Card Industry (PCI) compliant.

Developed and implemented SLA measurements and built a consistent top-performing service organization, attaining 97% customer satisfaction rating.

Pioneered a customer care initiative to reach out to customers who purchased high-end bedding products. Results: In 18 months the Customer Care department had contacted over 5,000 customers and reduced the return rate on these products from 8.3% to 4.5% saving the company over $250,000.

Migrated hardware and software Data Center systems to an offsite hosted environment with no service interruption to business, resulting in increased sustainability of business continuity, data integrity, system efficiency, and security.

Provided forecasting requirements for financial objectives and created Annual department budgets.

Prior Employment Details

MIS Director, Cantoni Furniture

Project/Implementation Manager, Escalate Retail/JDA Software

Education, Professional Development & Affiliations

Bachelor of Science (BS), Business Information Technology, San Diego State University ITIL Foundation Certification Certified Scrum Master

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