Manager Customer Service

JOHN B. MOSELEY

http://www.linkedin.com/in/jbmoseley

****.*******@*******.***

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SUMMARY

Analytical, highly motivated Information Technology professional with

extensive experience managing diverse technical disciplines and

business scales. Recognized for commitment to customer service and

strong problem solving skills in support of organizational objectives.

Secret security clearance.

CORE COMPETENCIES

Strategic Planning Structured Problem Solving

Customer Service Introduction of New Technologies

Integration of Acquired Organizations

EXPERIENCE

NORTHROP GRUMMAN CORP, Bedford, MA

2010-Present

Client Service Center Manager - 3/10 to Present

. Manages team of 41 providing 5x9 Help Desk call center, PC h/w and s/w

support, BlackBerry handheld support, Anti-Virus updates, Network

account administration, SMS configuration management, and Active

Directory management.

. Focal point for all enterprise IT communications, keeping customer

base properly informed of environnent updates, maintenance actions.

. Lead effort to upgrade all entreprise workstations from MS Windows

Vista to MS Windows 7

. Analyzed existing telephone system used by the call center to identify

deficiencies and define requirements for new Automated Call Director.

Successfully lead effort to implement new ACD system.

EMULEX CORP, Bolton, MA

2000-2009

Director of Information Technology - 3/01 to 4/09

. Managed global teams supporting Windows servers and Active Directory,

Exchange email, Engineering EDA software tools, Linux and Solaris

compute farms, and end-user PCs.

. Defined departmental budgets, long-range strategic plans, and

individual quarterly goals.

. Established PC hardware and software standards, and automated PC image

process.

. Lead team in upgrade of Exchange email environment to Exchange 2007

running on NetApp SAN, VMware, and integrated archiving with Symantec

Enterprise Vault.

. Worked with Microsoft to establish Enterprise Licensing Agreement, and

Premiere Support.

. Lead successful integration efforts in support of the acquisition of

Giganet and Vixel by Emulex, including complete WAN re-design,

directory consolidation, MS Windows domain consolidation

. Lead IT portion of the relocation and consolidation of two Colorado

organizations, including data center design, LAN and WAN design and

installation, relocation of servers, workstations, and PBX.

. Lead effort to implement MS Exchange email infrastructure for

Massachusetts, Colorado, and UK location in conjunction with corporate

rollout.

GIGANET, Concord, MA

Director of Information Technology - 6/00 to 3/01 (Acquisition by

Emulex)

. Developed and managed small IT staff to support rapid company growth

and transition into a professional support organization. Added

technical staff, established an IT request process, off-hours coverage

process, and h/w and s/w standards.

. Planned and provided IT support to establish R&D installation in

Colorado including servers, workstations, LAN, and WAN connectivity to

Massachusetts.

. Planned and implemented all IT infrastructure to relocate corporate

headquarters to Bolton, Massachusetts. Data center and cable plant

design, procurement, and installation of new LAN and WAN, PBX and

voicemail system, security system, relocation of all servers,

workstations, and printers. Also coordinated physical move of entire

company, including employee communication, packing and moving

coordination.

NORTEL NETWORKS, Billerica, MA

1977-2000

Senior Manager of Regional Services - 9/98 to 6/00

. Managed teams responsible for providing technical and operational

support for Windows server System Administration, Video Conferencing,

Local Area and Metropolitan Area Networks, Telephone, Desktop hardware

and software, and IT moves and adds for the Billerica region and US

field offices, consisting of over 2800 employees.

. Established SPAs and SLAs to allocate Regional IT costs across client

base, and define services to be provided.

. Developed and managed $6.5m budget for regional IT.

. Managed after-hours support coverage, escalation paths and procedures.

. Partnered with the Design and R&D technical support staff to provide

seamless support of the Network and compute environments.

. Lead IT infrastructure integration of acquired companies in the

Billerica region, taking a leadership role on strategy and

relationship development.

. Managed relationship, contracts, costs, and service levels for out-

sourced PC desktop support.

BAY NETWORKS, Billerica, MA

Manager of Network Applications -1/97 to 9/98 (Acquisition by Nortel)

. Managed teams responsible for technical and operational support of

Windows NT server System Administration, Windows NT domain

administration, E-Mail administration. and PC Desktop hardware and

software, for the Billerica campus and U.S. field offices.

. Managed 13 person 5X14 Help Desk call center providing call handling,

first level IT support, dispatch and escalation management for entire

company.

. Established guidelines and procedures for providing IT support for

Corporate Executives.

. Established, maintained, and enforced Corporate PC standards.

. Lead several successful integration efforts in support of the

acquisition of Bay Networks by Nortel Networks.

. Managed relationship, contracts, costs, and service levels for out-

sourced PC desktop support.

Applications Project Manager / Relationship Manager -12/95 to 1/97

. Managed projects supporting the implementation of SAP application

software for the former Xylogics business unit, including data

conversion, process engineering, training and education.

. Managed Xylogics' legacy business data and business systems throughout

the conversion to SAP.

. Managed the relationship between IT and several acquired R&D

organizations throughout the U.S. Identified and championed specific

requirements and priorities and drove appropriate II support

initiatives.

XYLOGICS, Burlington, MA

Manager of Information Systems -1/89 to 12/95 (Acquisition by Bay

Networks)

. Managed staff responsible for all IT functions including Corporate

Data Center, PC and UNIX Desktops, Local and Wide Area Networks,

Remote Access, Disaster Recovery, Business Application support and

development, and Development of Automated Business Processes.

. Determined and managed Corporate IT budget.

. Lead efforts to develop automated business processes supporting Shop

Floor Control, Inventory Management, Revenue Recognition and

Reporting, and Product Labeling and Identification.

. Implemented EDI for automated transactions with several suppliers.

. Implemented Novell network operating system and file servers at

Corporate headquarters and other U.S. and European locations.

. Implemented CC:Mail email system world-wide, establishing synchronized

local post offices.

. Established and maintained corporate hw and sw standards, managing

software licenses, vendor relationships, coordinating and providing

end-user training.

. Provided hardware and software support of PBX and voicemail systems.

System Manager - 3/87 to 1/89

. Managed and performed hardware and software support for ASK-ManMan ERP

system.

. Implemented and supported E-Mail, Calendar, Spreadsheet, Word

Processing, and Graphics applications.

Systems Analyst -9/82 to 3/87

Various Positions in Manufacturing and Logistics - 6/77 to 9/82

EDUCATION

M.B.A. in Business Administration, Northeastern University, 1998

B.S. in Management Information Systems, Northeastern University, (Cum

Laude), 1985

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