Charles P. Durrenberger Jr.

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

Cypress, TX 77429

346-***-****

adpu27@r.postjobfree.com

Summary

Charles is ready to begin contributing as your next Service Delivery Manager. I possess proven, and hands-on technical, consulting, and project expertise leading diverse teams in Fortune 50 companies. Ambitious, energetic, coachable, … a responsible self-starter who successfully manages multiple teams and concurrent projects. I am an innovative, and positive team builder with excellent organizational and interpersonal skills which effectively enrich business partnerships. Well respected for leadership, integrity, creativity, improved customer satisfaction, and delivery of positive results that consistently surpass goals and corporate standards across diverse industries.

Proficiencies

·ITIL: Incident Management, Release Management, and Service Continuity.

·Project Leadership, including: DR-Disaster Recovery, SLA (negotiation, design, and implementation). Asset Management; Budgeting.

·Windows and Microsoft Office; Linux, SCO/HP-Unix, AT&T-Unix; SAP; Open Office; Lotus Notes.

·Ticketing & Support Tools: Remedy, CA Uni-Center, Tivoli, Service-Ware, Altiris, Ghost.

Experience

CMO – Houston, TX

CMO. Co-Creator of AquaBlock(TM), Responsible for Patent & Trademark Fulfillment; Marketing Programs and Design, Technical planning, Engineering designs for plant construction (Pearland, TX)

CEO – Houston, TX

Co-Founder, CEO -Total Choice Technical Solutions, LLC. Responsible for leading 4 four System Architects and design specialists. Creation of Marketing penetration.

Program Manager (Contracted through WWTS) – Houston, TX

·(Sysco) Managed Contract revisions and implementations saving Sysco over $130,000 per month while improving Service Delivery nationwide.

·(Sysco) Manage nationwide desktop support services, improving SLAs. Responsible for 26 technicians nationwide, increasing to 29, December-2013.

·(Sysco) Created Process Improvement models and practices resulting increased contracted footprint 11%.

·(Sysco/Mattel) Responsible for revenue creation, budget management, contract compliance.

·(Mattel) Managed Global Desktop Service Delivery, Vendor relationships, processes, financials, and Service Delivery escalations.

·(Mattel) Directed improvements in A/R recovery processes.

·(Mattel) Improved relationships and performance deliverables from 3rd-party vendors.

·(Mattel) Worked with Vendor Management team towards Global “Rate Card,” including: pricing analysis, policies, and structures.

·(Mattel) Developing global training and process standards for Program Managers.

Nov 2009 to November 2014 Houston City Club

Contract: Operations Supervisor (02/12 to 02/14), Certified Personal Trainer (Current) – Houston, TX

·Responsible for six. Developed operational excellence standards, process documentation, training development and disciplinary guidelines for Athletics Department support teams; asset management, purchasing, and maintenance control systems.

·Proposed and delivered savings solution estimated: $12,000 per month.

·Designed and implemented new member Orientation standards for Athletics Department.

·Created a new revenue stream for Athletics Dept.

Jun 2011 to Jan 2012 Chevron-Phillips Chemical

Service Delivery Manager (Contracted through TechniSource) – Houston, TX

·Responsible for 8 Helpdesk, and 3 Desktop support technicians; Level-3 escalations.

·Negotiated, designed, and implemented revised Service Delivery standards, HR and reporting processes 90 days prior to target improving Quarterly SLAs 6% over 6-month, one, and three year averages.

·Revised Help Desk and Desktop Service’s practices resulting in improved efficiencies and team morale.

·Implemented recruiting standards and processes resulting in acquisition of top-tier talent, improved morale, and improved SLA delivery.

·Secured and implemented new, value-added services supporting emerging mobile technologies.

Jan 2011 to May 2011 InfiniTech Cloud Computing Services, Inc.

Director of Customer Service (Contract) – Houston, TX

·Responsible for 2 remote desktop support technicians; Level-3 escalations.

·Managed “Cloud,” and Desktop Support Services for 23 commercial operations in three States, increasing total customer satisfaction metrics, and enhanced remote support efficiencies by seven percent.

·Improved 2011-Q1 SLAs and combined KPIs 35% over one, three, and five year averages.

·Created, designed, and implemented standards for Customer Service Delivery, improved Vendor relationships resulting in improved net profit realizations four months ahead of target.

·Designed communications processes and standards resulting in new customer acquisitions.

Dec 2007 to Dec 2012 Yoga Facial Toning

Consultant: Business Development & Marketing; Certifications Architect – Houston, TX

·Project Director, International Certification Program.

·Project Designer: Marketing strategies and international agreements.

Aug 2006 to March 2009 Baker Hughes Incorporated

Global Help Desk Team Lead, Desktop Support Team Lead; Houston, TX

·Solution Center Lead: Responsible for 17 direct and 34 indirect reports, supporting over 23,000 global customers, including leadership of the Latin Americas-Help Desk; Level-3 escalations.

·Developed and implemented global support solution reducing Helpdesk and Desktop support costs exceeding $353,000 per month.

·Provided Level-3 Incident resolution for Help Desk and Desktop support agents for standardized and proprietary applications; co-designed, implemented Business Continuity plans.

·Redesigned recruiting processes resulting in acquisition of top-tier talent, improved morale, and reduced turnover.

·Desktop Support Services Coordinator: Managed six full time employees and two contractors across multiple sites and initiatives while improving SLAs.

Jan 2005 to Aug 2006 JP Morgan Chase

Team Lead - Global Helpdesk, Implementation Lead - Houston, TX

Team Lead: 34 direct and 137 indirect reports. Responsible as SME support for Lotus Notes, Network Security, mainframe application processes, RAS, Archive/Retrieval support, and MS Office application support, and implementing policy standards and adherence, developing training materials, and team building for over 42,000 global customers; Level-3 escalations.

SLA/FCR Project, Senior Consulting Analyst. Managed the workflows, resources, process coaching, and reporting for the review of 10,000 monthly inbound Help Desk calls. First Call Resolution rates increased 7.8%.

Improve combined Help Desk SLAs and increased customer satisfaction exceeding 5% developing new and revising existing support-delivery strategies.

Lotus Notes: Administrator, Trainer. Responsible for user administration, Analyst training, and leading implementations.

Desktop Deployment Project, Project Lead.

Jan 2002 to Oct 2003 Sky Courier

Consultant

·Redesigned logistics designs resulting in 10.8% increased profits, and improved CSI’s.

Jun 1996 – Jan 2002 St. Paul Fire & Marine Insurance Co.

Desktop Support Supervisor: Helpdesk, Networks, Communications - Houston, TX

Manager: Field Support Services, including four employees across three States. Responsible for Level-2 and Level-3 incident resolutions, training delivery, and infrastructure support for approximately 1,300 customers.

Project Leader for Windows, Lotus Notes (R5), Windows 2000, and Office 2000 implementations for offices in five States.

Managed support and automation for AT&T/Avaya PBX and Voice Mail systems.

Project Team Co-Leader, Disaster Recovery and Planning.

1990 - 1996 Coastal Corporation

Systems Analyst - Houston, TX

Support Lead responsible for two employees. Delivered Level-2 and Level-3 resolutions for proprietary systems, including Release Management; Continuity Planning; HS&E Compliance, global training delivery for Terminal operations in bulk fuels/liquefied Asphalt terminals.

Responsible for 100% up-time technical support and Disaster Recovery Planning for 27 Bulk Fueling terminals, 3 Liquefied Asphalt terminals, and fully automated AutoGas™ Retail Automation Systems.

Responsible for training program development and delivery for proprietary systems.

Aruba Refinery: Trading network installation.

Education & Certifications

·BS Economics, University of Houston, Houston, TX

·The John Maxwell Team: Internationally-Certified Coach, Teacher, Trainer, and Speaker

·ITIL, HDI

·Certified Training Instructor: CPR, A.T.A., Kajukembo, Hatha Yoga, YFT, AFAA, TRX, Spinning

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