Service Air Force

William Cook

Chicago, IL • 708-***-**** • ******@****.***

SUMMARY OF QUALIFICATIONS

Skilled and competent director for all End User support systems, including Help Desk, Desktop, Access Management and Asset Management.

Led strategy to increase customer satisfaction and retention; increased client approval rating from 60% to 92%, in seven months; result was renewal of $2.5M sales annually.

Proficient in numerous change management processes, leading to smart, lean teams and efficient, profitable businesses.

Strong team leader and coach, able to teach effectively and work with anybody to create team buy-in.

Principal supervisor of all things that pertain to IT service excellence, internally and customer facing.

Keen analytical skills, for savings, planning and forecasting.

PROFESSIONAL EXPERIENCE

Director of IT Service Delivery, Nippon Express, Des Plaines IL June 2018 - Current

Lead as point for project issue escalation for client and technical services.

Directed responsible use of $7M budget.

Launched internal technology promotion resulting in new functionality of hardware and software and $1M/year increased in savings.

Create presentation and awareness material for service delivery programs.

Clearly defines project scopes and ensures timely delivery.

Supervise teams that provide end user support, including Helpdesk, Desktop, Asset Management and Vendor management.

Develop KPI dashboards to ensure that the data standards/policies are maintained across the enterprise in accordance with meeting regulatory compliance, maintaining data integrity and improving access to data.

Ensure industry good practices and risk management are followed as it relates to information availability and security.

Develop and communicate Service Level Agreements and Service Level Objectives for IT support staff.

Manage the consolidated portfolio of reporting and information management investments, present progress updates, findings, maintain and report key performance indicators (KPI) on portfolio execution.

Maintains operating records and reference files and prepares operating reports.

Responsible for the overall management of IT portfolio of systems, lifecycles, and budget.

Driving force of Continuous Service Improvement program, comprised of report analysis and focused on improving service delivery.

Recruit, hire, train, and supervise staff, and participate in staffing decisions.

Lead KAIZEN\ continual improvement functions along with ITIL Incident management, Change management, and Service level management.

Help select and implement suitable technology to streamline internal operations and optimize organization-wide benefits.

Identify new business opportunities and work with Solution Development on validating pricing and Statement of Work (SOW) development Regularly conduct formal.

Provide ITIL bases training on industry best practices to Service Delivery Managers and support teams.

Influence leadership and other managers to implement process improvement initiatives.

Organize and lead weekly sync up meetings to ensure a smooth workflow.

Director of IT Service Delivery, IBM, Chicago IL. (via Artech) Aug 2016 – Nov 2017

Directed IT strategy, department vision, ITIL framework implementation and growth of IT support services.

Oversaw and managed all initiatives associated with the Service Desk team.

Provided guidance and recommendations for all new IT systems.

Constantly improve system performance and reliability through better tools, process, and monitoring systems.

Consult with users, management, vendors, and technicians to assess computing needs and system requirements.

Utilize reports and metrics to find areas of improvement.

Spearhead development of Service Catalog used as a knowledge management tool.

Drive the adoption of new technology and methods through evaluation and feasibility research.

Developed, trained, and led Service Desk technical support team.

Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.

Implement plans to train and support staff on applications as needed.

Ensured satisfied customers through excellence in delivery.

Nurtured long-term partnerships with internal teams and external client.

Supervised on-boarding activities of new team associates.

Acted as a technical escalation point for Global Support Teams consisting of service desk and desktop support.

IT Director of Service Management, AMD Business Solutions, Homewood, IL 2011 - 2016

Provided world-class IT Operations and support based on HDI metrics and ITIL fundamentals.

Oversaw the use of a $5.5M budget

Performed capacity planning, workload forecasting, and purchasing recommendations for new hardware and software upgrades.

Acted as the escalation point for user requests and concerns and second level support.

Translate customer requirements into service delivery procedure and processes.

Recruit, train, manage, and develop technical staff.

Mitigate escalations with urgency and impact.

Key participant in strategic planning, change advisory board, continuous service improvement discussions.

IT Manager, Support/Incident Mgmt., AMD Business Solutions, Homewood, IL 2009 - 2011

Provided ITIL framework for Service Desk function to best support the core business.

Conducted regular coaching sessions with IT Service Desk Analysts to review escalated calls, training opportunities, and individual performance metrics.

Provided resolution to complex technical support issues to less experienced personnel.

Exercised client service relationship to present ideas in user-friendly manner and demonstrated end user sensitivity.

Performed cost analysis and vendor comparisons to ensure efficient operations.

IT Supervisor, Service Desk, AMD Business Solutions, Homewood, IL 2001 - 2009

Provided daily operational direction in escalations and committed SLA’s.

Ensured customer satisfaction and a good working relationship with customers.

Communicated clearly and concisely through written and verbal communication.

EDUCATION

BS, Business / Concentration in Information Systems, University of Phoenix

AS, Management Information Systems, South Suburban College, South Holland, IL

Certificates

Service Center Director Certification, Help Desk Institute

Service Desk Management Certification, Help Desk Institute

ITIL Fundamentals V3, Exim

ITIL Fundamentals V2, Hewlett-Packard Education & Training

A+ Certificate, CompTIA

Network Technician Certification, South Suburban College

Leadership/Total Quality Management Certificates, US Air Force

Management and Certifications, US Air Force

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