Manager Service

CORWAYNE S. PYLE

**** ********* ***** *******, ** 20602

Email: adj1r3@r.postjobfree.com

SUMMARY OF QUALIFICATIONS:

Twenty-two years of extensive service management experience in Private and Enterprise environments that demand critical thinking and strong project management skills. I am a resourceful and proven leader with a successful record of; working cooperatively with senior staff and vendors as well as building cohesive teams that demonstrate the ability to meet milestones, budget, and service level agreement objectives. I also possess a strong ability to lead technical groups, communicating effectively to develop team members, while valuing their unique diversity and difference.

SECURTITY CLEARANCE:

Department of Energy Q level

EDUCATION:

Strayer University – Bachelor’s Degree in Information Systems

o(expected date of completion June 2023)

CERTIFICATIONS:

ITIL v3 foundation

AWS Cloud Practitioner Essentials (Second Edition): Introduction to the AWS Cloud

AWS Cloud Practitioner Essentials: Cloud Concepts

CXD-252I: Moving to the Xen App and Xen Desktop Service on Citrix Cloud and Microsoft Azure

Citrix Virtual Apps and Desktops Service on Citrix Cloud Certified

Six Sigma Yellow Belt Professional

HIGHLIGHTS:

-Project Management - Agile/Scrum

-Resource planning - Confident decision maker

-Requirements gathering - Proficient communicator

-Process improvements - Collaborative leader

-Skilled negotiator - Knowledge of design and development

PROFESSIONAL EXPERIENCE:

Sr. Service Delivery Manager of Global IT - Stefinini Group (11/2020 – Present)

Solvay S.A

Baltimore, MD

Lead and manage North American regional team of both local and remote Engineers

Support operations and maintenance (O&M) activities by overseeing deployments, provide resolution of service incidents, and ensures client-stakeholder and contractual service level agreements and objectives are met or exceeded.

Support Senior Managers in targeted efforts to improve enterprise reliability, maintainability, availability, and recoverability

Hire, train, and develop Engineering IT professionals.

Interact with management and staff to provide technical assistance for continuous improvement of IT solutions.

Establish and maintain a positive, productive relationship with operational partners and staff.

Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations.

Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).

Oversee management of equipment and parts inventory.

Ensure and be responsible for the daily performance and availability of the organization’s IT infrastructure which may include servers, SaaS, workstations, mobile, telecom, monitoring, security, and enterprise tools to ensure Solvay’s needs are being met.

Provide leadership and expertise to a cross-functional teams, managing team resource assignments, projected task completion dates, prioritizing activities based on business requirements and SLAs.

Work cooperatively with project managers and engineering leads to plan and direct all ongoing projects based on priority and resource availability.

Oversee technology projects from identification of requirements, analysis and design, development, end-user testing, deployment and production support to deliver IT capabilities.

Manage policies and guidelines for infrastructure systems and workstations.

Build on past success in driving exceptional customer service objectives, methods, and metrics

Collaborate with incident response teams to mitigate severity events of O&M

Ensure timely and accurate communications to North American region (NAM) Solvay customers

Ensure processes, procedures, and documentation are maintained, updated, and executed

Creatively and continuously improves technology services processes

Serves as a strong proponent of excellence in customer service

Ensure consistent use of processes and best practices

Package Testing, Piloting, Roll Out Monitoring & Feedback Loop

Create ISRM process improvement plans for unmanaged collections activities / unpatched Machines / Driving to actions/incidents

Analysis of EWP global calls and translating it into impact communications for Stefanini/OSS/posts on G+/Currents

Develop SAP Cleanup Process for Machines with dual SAP systems

Work with Stefanini Project management on PC refresh plan, depot model, cost analysis. Rollouts, patches, updates and Chromebook rollout pilot

Coordinate with E-wp and technical streams to identify application costs, high priority licenses, create processes to identify low/no application usage and free up licenses

Periodically serves as on-call Senior Service Delivery Manager

Sr. Technical Operations Manager IT Applications/ Dev – Insight Global - (11/2019 – 04/30/20)

Marriott International

Bethesda, MD

Oversee all day-to-day Global IT operations on prem for Marriott International Bethesda Headquarters, as well as managed and franchised properties.

Responsible for advising on, coordinating, monitoring, or performing work in all phases of technical and resources planning and programming designing mission critical LAN/WAN/CSP infrastructure.

Directly manage multiple project task leads responsible for design, implementation, and maintenance of technical management functions typically involving resource analysis, technical management systems, technical engineering operations management, and configurations management.

Oversee VPN and remote user access while also maintaining and monitoring virtual Infrastructure via Citrix Director.

Oversee disaster recovery planning and data backup and system security operations (e.g. user authorization, firewalls, hot-site/cold site).

Conflict management between cross functional teams facilitating group activities and projects to completion.

Provide assistance to the Sr. Director – IT Dev/Ops, Property Management Systems in monitoring workforce activities, distributing notices reminders of policies, and ensuring that proposal budgets conform to Marriott’s financial requirements.

Manage Marriot Intl’s Global IT Teams and vendors to ensure continued success of corporate projects and initiatives.

Manage installations, upgrades and configuration of hardware and software for Windows and Mac based systems.

Managed Mobile device platform via Blackberry BES and Apple AirWatch applications.

Ensure contracts with vendors (e.g., development platforms, telecommunication companies, password managers) and software licenses are up to date and consistent with Purchase Order process.

Maintains a record of funded & pending proposals; works to ensure engineering support for the Marriott by developing & maintaining a cooperative relationship with all appropriate stakeholders.

Analyze the business requirements of all departments to evaluate their technology needs, providing efficient and capable solutions, and design while also planning for their implementation and/or service migration.

Monitor all security-related reports and information flows daily and prioritize response and remediation of system vulnerabilities and other risks, identifying, planning and implementing required security patches and upgrades.

Provide lifecycle management solutions and evaluate and recommend additional services or alternatives to increase efficiency and productivity, as well as system compliance management.

Manage Enterprise COTS Applications and licenses i.e., (Office 365, SharePoint Services, and other company-wide productivity systems.

Manage Microsoft Active Directory and group policies for enterprise.

Provide infrastructure engineering designs, builds, and escalated support to services and products that span across multiple disciplines and platforms.

Managed Services Manager - Actionet Inc - (10/2017 – 07/2019)

Department of Energy (DOE)

Germantown, MD

Manage Technical Operations teams focused on delivering high quality project results within one or more major technology disciplines: strategy, software development, operations, engineering, development services, information security, and compliance.

Lead engineering and implementation of highly complex IT Projects and Programs for the DOE client such as agency-wide system integrations that include large-scale enterprise resource planning and upgrades.

Prepare and present written and oral reports, briefings, and proposals, to DOE customers and Actionet Senior Management.

Ensured operation management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem management, metrics collection, performance reporting, trend analysis, and Continuity of Operations (COOP).

Develop, analyze, and evaluate long-range plans for the IT Department while developing and implementing standard operating procedures.

Manage Operations Center contractor resources that support infrastructure systems and applications on a 24x7x365 basis; while monitoring staffing levels, on-going training and continual improvements.

Demonstrated experience coordinating activities across large scale organizations and multi-functional groups ‘

Work with Federal clients to mitigate cyber risk and threats during bi-weekly AO briefing with Federal Deputy CIO while displaying knowledge of and experience with Federal security. regulations, standards, and processes including FISMA, FIPS, NIST, and FedRAMP policies.

Utilized security scanning tools such as; Nessus, Tenable, and BigFix to identify and remediate software vulnerabilities.

Prepared weekly action reports of critical suspense data, weekly reconciliation between internal/external program offices of pending/overdue actions and identify discrepancies while providing documentation compliance with SLAs.

Lead change management efforts of design and implementation of IT projects and major efforts, to include documentation, communication, and coordination of all components.

Served as POC for coordination with first- and third-party software vendors as needed for incident resolution.

Benchmark, analyze, report, and make recommendations to improve the performance of IT systems delivery and services to internal/external DOE clients.

Manage installations, upgrades and configuration of hardware and software for Windows and Mac based systems.

Managed Mobile device platform via Blackberry BES and Apple AirWatch applications.

Manage Enterprise COTS Applications suite and licenses i.e., (Office 365, SharePoint Services, and other company-wide productivity systems.

Performing and overseeing the management of Windows system administrator functions supporting an Active Directory (AD) infrastructure.

Manage Computer Assets utilizing ServiceNOW and SUN Flower inventory system.

Manage Teams responsible design, build, test, interrogation, transition, implementation, documentation, and training when transitioned to IT Operations Management.

Regional Helpdesk Manager - Ameritox

(11/2016 - 01/2017)

Columbia, MD

Responsible for driving technical service delivery culture through ITIL methodology and excellent customer service standards for Ameritox large geographically diverse teams; Baltimore, MD, Columbia, MD, South Carolina, and Atlanta Georgia locations.

Manage Service Level Agreement metrics and ticket queue utilizing Service Now ticketing system.

Tailored communication to executive audience, Review and validate security documentation such as system security plans, risk assessments, disaster recovery, business continuity plans, and/or user security guides to ensure implementation adheres to NIST 800-53.

Document all repair and maintenance activity per applicable policies and/or procedures to create concise documentation for technical knowledge base.

Initiate, monitor and manage external vendor service and/or maintenance agreements/contracts.

Coordinate and provide Technical Services support needed during natural disasters or emergency situations.

Implemented processes and ensured helpdesk met ITIL standards.

Evaluated laptop hardware options to determine best fit in environment as well as reliability and cost.

Collaborated with desktop engineers for image capture and build for new laptop refresh

Sr. Helpdesk Manager Level 3 - SAIC - (10/2014 - 11/2016)

National Institute of Mental Health (NIMH)

Bethesda, MD

Managed daily technical support staff of Intramural and Extramural NIMH technicians to include; Tier 2 Deskside support, Desktop Engineers, Mac admins, and Audio Video Specialist.

Continuously evaluate the latest in enterprise IT communications tools like messaging, video conferencing and group communication tools.

Managed Service Level Agreement metrics and ticket queue utilizing Service Now ticketing system.

Mobile device management utilizing MAAS 360 and Black Berry BES mobile suite during deployment of tablets & handhelds (Apple IOS, Android and Blackberry) smart phones.

Provided input to policy development and/or implementation at the NIMH HQ level and served as a key technical advisor to senior management.

Support Enterprise Applications and COTS software lifecycle management while troubleshooting and providing maintenance on office productivity tools such as MS Word, MS Outlook, MS PowerPoint, MS Excel, etc.

Planned and develop objectives and milestones for long-range IT projects that involve substantive, mission-oriented programs, such as projects implementing enterprise-level applications and/or changes to IT infrastructure to meet modified business processes.

Manage vendor relationships and support contracts to facilitate escalation and resolution to support tickets for onsite and remote facilities.

Desktop Engineer Manager - Digicon corp. - (08/2011 - 10/2014)

Commodity Futures Trading Commission

Washington, DC

Manage team of onsite and remote Desktop Engineers providing infrastructure support for the Commodities Futures Trade Commission’s DC, KC, NY, CH locations.

Effectively cultivate and maintain relationships with IT staff and business stakeholders.

COTS enterprise application support and software lifecycle management in addition to troubleshooting and providing maintenance on office productivity tools such as MS Word, MS Outlook, MS PowerPoint, MS Excel, etc.

Mobile device management utilizing MAAS 360 and Black Berry BES mobile application suite during deployment of tablets & handhelds (Apple IOS, Android and Blackberry) smart phones.

Perform system maintenance for Mac OSX 10.10 MacBook Pros and Mac mini desktops troubleshooting basic hardware issues.

Create and maintain computer objects as well as manage exchange mailboxes in Active directory while managing user access and file sharing permissions for network distributed file systems within CFTC.

Utilize Microsoft Deployment Tool along with SCCM 2012 to perform package injections for enterprise application integration and deployment.

Create and deploy CFTC standardized image for desktops and laptops while supervising Windows XP upgrade to Windows 7 and 7 to 10 deployments.

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