Service Manager
Resume:
Tim Imona-Russell
Houston TX 77084
***********@*******.***
Professional Summary
A self-motivated and result oriented IT professional Combining well developed analytical skills and practical experience with a high level of commercial awareness. A dedicated, and ambitious professional with a broad background in IT support Management, Incident Management, Asset Management, Change Management,, call center management,Vendor relationship mgt, Customer Relationship mgt,. Successful in establishing a rapport with individuals on all levels. A strong team player with exceptional organizational, time management and communication skills.
Demonstrated performance in managing numerous responsibilities simultaneously
Proactively ensure the workflows are effective and efficient
Commercially astute.
Extensive Knowledge of Industry trends, in a changing IT Environment Internationally.
Education & Technical Skills
IT Certifications – Prince2 Certified 2020. ITIL Foundation Certified 2019,
PMP Training Currently
IT TRAINING – PC Hardware 2001 Certification, ITIL Training
Greenwich University 2000-2002 - BSC (Hons) Design & Construction Mgt with IT
South Bank University 1994-1996 – BSC - Building Studies
Hackney Sixth Form 1988 – 1990 - A’Level’s– Physics, Chemistry, Maths & Biology
SKILLS
COMPUTING – Good Knowledge of Microsoft Products, NT4, 98, 2000, XP, Vista, Win 7, Win 10 AS400, SAP: Call logging systems Heat, Remedy, Service Now,Service center, Royal Blue, Touch Paper; Magic, MS Exchange 5.5, User Manager,Active Directory, Crystal Reports, MS Suites, ERP, Share Point, GIS, SCCM, Bloomberg, Reuters, Kaizen, Pareto Analysis, ACD knowledge, SLA, OLA knowledge & Establishment, KPI, RCA, Imaging Experience for Desktop and Laptops, Deployment and Installations of Software and Hardware, Documentation production, ITIL Implementation V2 and V3,Contract Management, Problem, Incident, Change and configuration management Project Management LAN/WAN, ITIL Disaster Recovery and Finance
Experience in Roles Such as IT Global Service Desk Mgt, IT Global Incident Mgt, IT Director and IT Project Mgt.
Experience within the Finance (Investment Banks),Healthcare ( Hospitals) and Oil / Energy Sectors
Professional Experience
BP Oil & Gas ( USA) - June 2019 – March 2020 - COVID 19 LAY OFF
Houston TX – Service Delivery Coordinator( Global Operations )
Global HP Pinter Project, Managing all Operations, Incidents, Reports, SLA,S, Delegating New Site Roll Outs, Coordinating with Global PM and Users at f the New Site.
Creating and Coordinating, Support Flows for Users and Sites across The Globe.
Responsible for supporting the ongoing practices of governing, monitoring, and reporting on IT and the business services it provides (including infrastructure, applications, and data).
Managed the services delivery by internal and external service providers to meet Service levels, and the ongoing relationship with the business to ensure services are delivery in line with business needs to business performance delivery of a reliable IT foundation. Key accountabilities Typical responsibilities include: •Service Management
Facilitation of Customer Escalations on Operational Support tickets including service desk, desktop, applications and regular/day-to-day SLA management •Assisting the transition of projects into Operational Support Data gathering in support of DRP/BCP Application Health Checks, including Assessing SLA Alignment, Reviewing Disaster Recovery Plans, and Document Gaps Collection and Analysis and Update of CMDB Configuration Items •
Developing and maintaining an inventory of IT assets and their relative operational health •
Analyzing of demand requirements for various IT&S offerings (e.g., Infrastructure, Data Center, Desktop, and Applications)
Compiling Management Information Reports (Metrics, KPIs) •Managing (Log, Track and Report) Operational Issues Essential experience and job requirements
•Successful track record of Leading, Delivering, & Supporting Infrastructure/Application Operations & Service Management environments/portfolios (local area, data center, remote/field, wireless) with multiple stakeholders.
Knowledge of the Upstream Oil & Gas business and the associated IT Infrastructures, Applications and Service Lines. •Experience working with IT Project Delivery Portfolio Managers, Project Managers, Business Analysts, Service Delivery Teams, and 3rd party service providers across various IT disciplines and geographies. •Experience implementing best practice standards in Service Management and IT Operations Management. •Competence in planning, cost estimating, risk management, performance management, quality & delivery assurance. •
·Excellent record of Customer Satisfaction.
Experience in delivering excellent written reports and presentations.
Built strong relationships with a range of stakeholders and to operate successfully at all levels within the Organization.
A very strong customer orientated approach with a good track record of delivery in an environment of continuous improvement.
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Hess oil & Gas ( USA ) - Oct 2018 – Feb 2019
Houston TX
Position – IT Service Management / Incident Management
Managing on shore and Off shore Teams Daily,HD, DT,AV & TCM Teams - 40 People
Responsible For Coordinating High Priority Incident Tickets
Managing Inventory and Knowledge bases and documentation
Chairing Bridges to Resolve issues, coordinating Resolver Teams (CAB)
Chairs technical meetings and manages tasks across allocated resources from multiple teams.
Prepares incident Runsheet and ensures tasks are completed on time and in good quality
Driving Incident Management Tickets, via Hot Spots Service Trackers
Coordinating All IT Teams to Resolve and Update Incident and Task Tickets
Using Service Now Tools to Deliver stats and Reports, daily, weekly, KP!, CPI SLA, OLA, ETC.
Managing Change and Implementation of Issues, Via Weekly Change Meetings Globally
Drives restoration of impacted service while meeting the required service levels.
Manages the Incident triage calls, assess incident priority based on potential risk / business impact and urgency.
Prepares and sends out Incident Notifications across the organization.
Managed the FOLLOW ME PRINT PROJECT, Meetings with the Vendor, to discuss, Contracts and implementation.
Sysco Foods (USA) – Dec 2012 –Aug 2018 ( 2 Spells )
Houston TX
Position : IT Deployment & Service Desk Manager
Deployment of Laptops and Computers to Users
Imaging of Laptops / Computers – SCCM
The Use of Bomgar and Remote Desktop to access the Users machine Providing Support for 2500 Users/and leading a Team of 10 Staff,SLA / KPI/ OLA / PDPS
Application lifecycle management Knowledge and Software Remidiatin
Asset / Inventory Management/ Procurement Management and Supplier Management
Coordinated the Testing and Deployment of Sysco Applications, involving the Testers for each Application
Migration of Users from Win 7 to Win 10 and Lenovo Project to Dell
Installation of Hardware and Software Deployment
Use of Active Directory to create new users, Mapping and granting users with the right access, Password Security.
Providing Users with Technical Skills to resolve Issues.\, POINT OF CONTACT FOR THE BUSINESS
Supporting Applications such as Flexera, Cherwell, SAP, MS Office etc, Rumba, Bomgar, Service Now etc
Migrated 45 Applications for End users from Win 7 to Win 10 and Lenovo to Dell Machines
JP Morgan Chase (USA) – Aug 2011 - Dec 2012
1111 Fannin St, Houston TX 77002
Position: Global IT Incident Manager
• Responsible for managing major incidents that have an impact to the infrastructure of JPMC's lines of businesses globally.
• Instigate and chair technical bridges and management bridge conference calls.
• Responsible for level 1 -3 priority issues that will be assigned via ticketing system service Now
• Liaising globally with resolver teams, vendors via Adobe Chats and conference bridges.
• Implementing change management, in accordance with the line of Businesses globally.
• provide correct and clear reporting to the Problem Management function to ensure efficient root cause analysis for complete remediation.
Comcast ( USA ) – Jan 2010 – Mar 2011
8560 West Tidwell, Houston Texas 77040
Position: Helpdesk / Customer Care Manager
• Responsible for supervising the performance of Customer Account Executives (CAE) in all activities related to Comcast products as well as customer equipment. Sales, marketing, and operations.
• Provided leadership and Positioned managing performance to achieve a range of sales,
service and operational business goals, and ensures the Comcast Quality Experience (CQE).
• Managed a team of 25 staff in USA and Mexico, Provided Training Standards.
• Delivered a First class service to the customers and to the Business.
• Making sure all business matrices are met accordingly
• Preparing all reports / Stats, Daily, Weekly, & Monthly in line with Department KPI ( Short & Long Term Goals)
• Use of systems such as Verint, Avaya phone systems,
• Resolving, Customer Internet, MS Outlook and Blackberry Issues., and other Wireless Devices, Windows XP environment.
Citi Bank (UK) - May 08 –Nov 09
Position: IT Global Service Desk Manager/ Director of IT
Managed Major incidents related to Business model issues. Managed 85 staff,28000 users across board
Merged 3 Service Desks Together into one Major Service Desk
Managing a Staff Budget of £3 million with the IT Department.
Ensuring all Major Incidents are progressing and driving a resolution for the Business.
Assisted in the Outsourcing of the IT Service Desk to India, assisted in the Return back to UK.
Managed all escalated Tickets for the Premier Business users and VP’s.
Followed up on Tickets, making sure tickets are documented and closed efficiently at all times.
Worked with the Vendor Incident and Problem management teams.
Contract Management with Vendors and Employees and Partners.
Developed and continually improved the reports used by the business managers in the Business.
Liaison between UK and staff in India, via Teleconferencing, trained and advised staff on IT transitional issues.
Wrote in new procedures for the outsourced IT Service Desk, Created KPI for the Department to align with the Business
Present Service performance metric, stats and service road maps back to the Board of Directors.
Provided the Team with updated training to become experts ( Cross Training Methods)
Defined and implemented ITIL V2-based processes to ensure consistency and quality. Measure, report and analyze execution effectiveness. Identify and capitalize on opportunities to optimize effectiveness.
Use of Lotus Notes Email system
ITIL environment, Active Directory, exceptional knowledge. Windows XP environment, use of Remedy Ticketing system.
The Liaison between the Business and external vendors, as well as the liaison between the users and IT Dept
NHS – Great Ormond Street Children’s Hospital (UK) - May 07 – May 08
Position: IT Service Desk Manager
Managed a team 18 Staff Supporting 16000 users with in the NHS Trust, across 13 sites .
Reviewed and revised the team procedures and systems in order to provide improved service to our customers. When appropriate ensure ITIL best practice is adopted.
Liaise with external suppliers to ensure that they comply with agreed timescales, so as not to jeopardize our internal SLA’s. Use of Remedy Ticketing System.
Present Service performance metric,stats s and service road maps back to the Board of Directors
Provide resources to help with major moves etc with the Change and Configuration management Team.
As part of the ICT Senior Management Team Provided update reports on a weekly basis to regular Senior Management Meetings,. KPI Created to Measure the Organizations achievements’ with Regional Target.
Ensure all staff are set objectives and agree personal development plans on an annual basis
Direct responsibility for authorizing and compiling technical documentation which may have a wider audience.
Responsible for Team recruitment, appraisals, Contract Management training and other Team building exercises.
Lehman Brothers(UK) - Jun 03 – May 07
Position Global Director of IT
Managed staff of 73, supporting 120000 internal and external clients.
SLA management, and Implementation ensuring adherence to SLA rules.
Responsible for recruitment and appraisals of Staff
Leading various projects within the business. Managing delivery against agreed service definitions
Developing a culture which continually sought to recognize and mitigate business risk and improve the way we control and direct the organization.
Development of staff, by training and motivating and mentoring (121 meetings).
Worked with the Vendor Incident and Problem management teams.
Contract Management with Vendors and Employees and Partners.
Manage the delivery of service from external clients, working with Managers and Board of Directors .
Escalation point for all IT matters, Incident and Problem Management escalations.
Responsible for the training of staff on Understanding the dynamics of the Support team Models.
Present Service performance metric,stats s and service road maps back to the Board of Directors
KPI created and used to measure the Companies Critical factors
Responsible for all decisions related to the IT Dept. ( Disaster Recovery, Departmental Budgeting)
OLD MUTUAL FINANCIAL GROUP (UK) – Dec 99 – May 03
Position: Help Desk Services Manager/ Director of IT
Managed a staff of 65, supporting 5300 users including traders on the dealing floor.
Merging 2 Separate Helpdesk teams to deliver a first class service.
Ensuring IT services are delivered and maintained to the agrees SLA’s
Production of Daily, Weekly, Monthly Statistics of the Helpdesk Resolution of calls.
Statistical Analysis of all calls to the Helpdesk with the aid of BT ACD Symposium.
Delivered a timely resolution to all areas of business in line with SLA/ OLA’S
KPI Created for the Department, in line with the Business needs.
Managed the teams Budget & Overflow by planning, monitoring, tracking and to
ensure efficient service is provided to the users.
Developing relationships with mangers & other teams and as well 3rd party suppliers.
Present Service performance metric,stats s and service road maps back to the Board of Directors
Providing Support for Win NT4,98, 2000,SAP, Bloomberg & Reuters, Microsoft products, in House systems, Flare and Remedy Call logging systems and Creation of NT accounts for users, Email administration on MS Exchange.
Setting up the Help desk from scratch, including Integration of staff.
The ability to manage and merge 2 Helpdesk teams after the merger of CCS & OMFS and still provide a 1st class service
to the business.
Involved in the recruitment of staff ( Contractors & permanent), Budgeting and Expenses for the Department
Managed all contracts with external suppliers, attending monthly meetings, with the Board and share holders.
Develop and maintain team building and innovation
Creation of customer surveys to improve services to the business.
Managed the Disaster Recovery Team.
ENRON - Aug 96 – Dec 99
Position: Global IT Help Desk Manager
References Available on Request
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