Service Delivery, ITSM

Kevin Edison

Fort Worth, TX *****

Email: *****.******@*******.*** Mobile Telephone: 214-***-**** www.linkedin.com/in/kevinedison

Dedicated, Experienced, Information Technology Support & Services Manager

ManageEngine ServiceDesk Plus SME and an experienced leader of Technical Support Groups/Teams with the ability to inspire and motivate. Focused on Customer Satisfaction, a commitment to process improvement and the goals of the business. Achieving goals that are set high along with strategically creating and maintaining procedures that improve service quality are prioritized. Knowledge and experience with ITIL/ITSM fundamentals.

HIGHLIGHTS OF QUALIFICATIONS

Effective, Creative Communicator Adept Collaborator

Dynamic Problem-Solver Customer Satisfaction Champion

Expense Control & Avoidance ITIL V3 Foundation Certification

Managed Services Leader Mentor, Trainer & Coach

Strong, Relationship Builder Process Improvements

NOTABLE PROFESSIONAL ACHIEVEMENTS

DEVELOPED, monitored, and improved Key Performance Indicators (KPIs) for Managed Services Team which included client satisfaction improvement, productivity increases, and accountability.

CREATED and maintained procedures that constantly improve service quality.

INSTRUMENTAL in successfully negotiating a profitable Master Services Agreement with major client.

EXPERIENCED in servicing both internal and external clients by cultivating cohesive partnerships to deliver exceptional service quality.

DEVELOPED reporting used in client, month-end process for calculating Service Level Agreements.

LED weekly sessions with clients to discuss business direction(s), strategies, project status, streamlining ITSM/ITIL processes and important issues that need to be addressed.

ENSURED the timely delivery, support, and continual improvement of information technology services.

OVERSAW the migration of operating systems to ensure on-schedule, within budget technology changes and improvements and vigorously supported the user community to escalate the value of the investment.

PRESENTED improvement plans and quarterly accomplishments to clients, which communicated performance enhancements, trend analysis, industry research and benchmarking standards.

TRANSITIONED Service Desk from India to Texas after also reducing staff, maintained Customer Satisfaction SLA, supported English, Spanish, and French languages.

ACADEMIC SUCCESS & PROFESSIONAL DEVELOPMENT

Bachelor of Science; Computer Science – Central State University, Wilberforce, Ohio

ITIL V3 2011 Foundation Certification

AWS Certified Cloud Practitioner Certification

UiPath RPA Robotic Process Automation Business Analyst Foundation Certification

Platform / Software Training and Expertise: Windows 10/7/XP, MS Office Suite, ConnectWise Manage, ServiceDesk Plus (ManageEngine, ServiceDesk Plus, SDP+) MSP, Google Apps, SCSM, Remedy, Service Center, Maximo (ICD), Active Directory, IGT Advantage Monitor, MICROS Symphony

PROFESSIONAL SYNOPSIS

IT Service Desk Management/ManageEngine ServiceDesk Plus SME – Consultant Jan 2021 – Present

Robert Half Technologies, (Remote Project), Fort Worth, TX

• Optimize ManageEngine ServiceDesk Plus (ITSM Tool/Ticketing System) to ensure success through the design and implementation of effective Service Desk/IT capabilities including Incident Management, Knowledge Management, Metrics and Reporting, Process Reviews, configuring HR/Procurement Forms to allow end users access via their Self-Service Portal.

• Implement automation features for Service Request processing through the lifecycle of a request.

• Provide Subject Matter Expertise to develop and implement best-practice based internal Service Desk Service Level Agreements (SLAs) and Standard Operating Processes (SOPs) to operate a high- performing internal Service Desk running ManageEngine ServiceDesk Plus using ITSM/ITIL processes.

• Implement client working session meetings to streamline completion of Requirements and reduce miscommunication.

• Work closely with Business and Technical teams to turn data into critical information and knowledge that will be used to make sound business decisions.

• Analyze the ITSM tool and existing processes to identify deficiencies and recommend appropriate cost effective solutions.

• Member of a Project Team responsible for digitizing and improving HR Onboarding/Offboarding/IT Purchase workflows and automation utilizing ManageEngine ServiceDesk Plus.

Current Client: Sandia Labs Federal Credit Union

Previous Clients: State of Ohio – Commerce, USMED Equip - Resolute Consulting Group, Grant County Public Utility District - Arch Staffing & Consulting, La Clinica De Raza Healthcare - Pivot Point Consulting, a Vaco Company, Indiana Hemophilia & Thrombosis Center - Pivot Point Consulting, a Vaco Company, Bob's Discount Furniture - Randstad Technologies US

Contractor at Robert Half Technology @ Weir Group, Fort Worth, TX Aug 2019 – Mar 2020

Service Delivery Manager – IT Transitional Service Agreements

Managed the IT Transitional Service Agreements of a recently divested division, with a primary focus establishing and managing the Service Management model for the transition period.

Maintained agreed upon service levels during the transition period.

Ensured the Client relationship was managed through regular communication and service reviews.

Managed the escalation/ITSM processes, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.

Hemmersbach, Houston, Texas Oct 2018 – Feb 2019

Service Delivery Manager – Deskside Support Services/End User Computing(EUC)

Ensured effective delivery, management and improvement to client’s desktop support needs in an EUC environment.

Ensured that customer expectations were met (preferably exceeded) and that the Deskside Support Team met and exceeded expectations in regards to performance, ITSM, SLAs, defined IT operational metrics/benchmarks, KPI’s and standards and processes were followed to provide effective customer service.

Interacted with key customer stakeholders and internal team leads to coordinate activities, review planned changes, respond to unplanned outages, and to resolve escalated issues.

Provided leadership, mentoring, and coaching to all desktop services staff members.

Responsible for timely completion of projects and service requests. Communicated project status to stakeholders.

Oversaw service requests and incident tickets, using Maximo, related to desktop support and acted as an escalation point for urgent and complex support issues.

PCPC Direct, Ltd.; Houston, Texas May 2014 – Sep 2017

IT Services Manager Aug 2016 – Sep 2017

Internal Customer Stakeholder Management.

Hosted and managed Internal Customer stakeholder review meetings with Service Owners.

Provided stats and trend analysis for Incidents, Service Requests, Customer Feedback, CSAT scores, Service Improvement Plans (SIP’s).

Managed IT Services support groups that included the IT Support Desk Team(local and remote technicians) and the Server Warranty Repair Team.

Worked with the Server Warranty Repair Team which was made up of certified HP and Lenovo technicians that monitored our client’s servers in the Data Center (UNIX and Windows servers) and ensured server components that failed got replaced in a timely manner.

Heavy interaction with the Desktop Support Technicians, Network Engineers, Systems Engineer and Production Support.

IT Support utilized Incident, Change, Asset, CMDB, Service Level, Availability and Problem Management which are part of the ITSM/ITIL framework. Tools used: ManageEngine ServiceDesk Plus MSP and ConnectWise Manage.

Primary interface between the customer and IT Services.

Responsible for SLA, Customer SAT, KPI’s, Critical Incident Management, Problem and Change.

Focused on maintaining and improving customer satisfaction and positive client perception.

Supported new products and software by following a structured process involving: Planning, Project Management, User training, Knowledge Base creation, Proactive monitoring, Incident Management, and Ongoing feedback loops to ensure a smooth transition and effective user experience.

Coordinated between engagement managers and multiple delivery tower architects during iterative rounds of global solution development that included UNIX, Wintel, Linux, Mainframe, Storage, Data Management, and DBA.

Created online forms within the Service Desk Plus (SDP+) MSP ITSM tool that reduced turnaround time and administrative errors for new, employee onboarding.

Reduced the Support Desk’s ‘open ticket’ count by 30% by implementing individual accountability requirements for all Technicians.

Collaborated closely with Network and Systems Engineers on diverse projects.

Wrote ‘Statement(s) of Work’ (SOW) for short- and long-term projects along with writing and negotiating Master Service Agreements.

Ensured projects were completed on time and under or within budget.

Interacted daily with various levels of management; both internally and externally, providing effective communications with staff level up through senior leadership.

Direct accountability for client relationships and end to end process management.

Promoted to IT Services Manager due to leadership, organizational abilities and strong work ethic.

Manager of Support Services May 2014 – Aug 2016

Managed a team of 16 Level 1 and Level 2 Support Desk Technicians that provided remote and deskside, IT support and assistance.

Involved in placing Data & Network Security solutions such as firewall, anti-virus, spyware and spam controls to protect business, network and sensitive data to minimize threats

Ensured implementation of Data Backup & Recovery solutions to restore business-critical data to ensure business continuity

Ensured timely repair and follow-up for warranty issues assigned to the Server Warranty Repair Team.

Provided training, mentoring, and coaching to staff members to enhance their skills and knowledge.

Led the Service Desk and Field Services’ teams to achieve a positive, customer experience for all Service Desk locations.

Kickapoo Lucky Eagle Casino; Eagle Pass, Texas Mar 2011 – May 2014

IT Service Desk Manager

Improved efficiency of the Service Desk Team (consisting of 10, bilingual (English / Spanish) Technicians) by familiarizing the team with ITSM/ITIL Service Desk Best Practices.

Provided 24 / 7 support with first- and second-level, network and applications support.

Ensured all Electronic Gaming Devices were completely functional along with MICROS Symphony POS system.

Introduced the ITSM/Incident Management processes to the IT Department.

Created a Career Development Plan to assist all Service Desk technicians in defining a clear career path and promoted 7 technicians to new positions.

Affiliated Computer Services, Inc. (ACS); Dallas, Texas, May 2001 – Feb 2010

Global IT Service Desk Manager (2007 – 2010)

Oversaw IT Service Desk Operations in three locations: Bengaluru (formerly Bangalore) India, Monterrey, Mexico and Dallas, TX.

Provided 24 / 7 support with first- and second-level, network and applications support using ITSM tools Remedy and Service Center.

Maintained a 4.3, overall customer satisfaction rating…significantly higher than the SLA requirement.

Successfully transitioned Service Desk from India to Texas after also reducing staff, maintained Customer Satisfaction SLA, streamlined ITSM processes, supported English, Spanish, and French languages.

Supervisor of IT Technical Support Help Desk (2006 – 2007)

Guided a team of 13 help desk agents that provided 24-hour help desk support for Scotts Miracle Gro, an international client with over 10000 employees.

Conducted meetings with client and staff to assess performance, monitor effectiveness, procedures to improve support and service delivery.

Relocated help desk support from India to Dallas, significantly improving client satisfaction. Managed office setup logistics, i.e., phones, technology, and agent access; collaborated with the telecommunications group to ensure seamless transition.

Participated in knowledge transfer, organization, and set-up of the knowledge base web tool; provided guidance, leadership, and training.

Implemented ITSM procedures for help desk agents to improve troubleshooting steps and overall ticket documentation by allowing other groups to perform first level troubleshooting, providing the help desk more opportunity to resolve issues on the initial call.

Lead Help Desk Coordinator (2005 – 2006)

Senior Help Desk Analyst (2001 – 2005)

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