Manager/IT and Operations
Resume:
Christopher Grayton
**** ******** ***, ******, ** 20724
PROFESSIONAL PROFILE:
● Experienced with Six Sigma methodology and Green Belt certified. Well versed in Six Sigma’s DMAIC process to improve define issues using the Pareto Principal (20/80), measure, analyze, implement and control. Involved in planning, analysis, and implementation of process improvements that support client’ business objectives.
● Extensive background working as a professional manager of cross-functional projects. My capacity to run projects in recent history having a total contract value of 15 million in revenue per year. My client focus supports the needs of the client while also meeting company contract obligations.
● Excellent ability to address client relationship issues by developing effective, efficient and repeatable policies and procedures that enhance customer satisfaction resulting in business retention and new business opportunities.
● Experience working in a team-based environments requiring specific supervisory tools, management concepts, project management, and technical training. Establishing project schedules, initiating meetings, distribute meeting minutes, define project requirements, project changes. Identifying challenges, hard-stops/showstoppers and the culmination of disparate corporate groups to resolve business and technical issues to bring projects to completion within budget. Developed techniques that support having a knowledgeable team as a built-in backup for the supervisor on important issues.
● Experience with migrations and deployments of large to small companies. Our Professional services department supported 40000 international clients in their B2B lines via mainframe and mid-range UNIX platforms. Meeting with clients to gather project requirements and discuss migration and deployment schedules regularly to meet SOW goals.
● Extensive experience with escalation status, report tracking and executive level briefing. Communicate system outages, Production status and Pre-Production status directly to Client Executives. System changes and version changes are communicated to ensure that any showstoppers are identified and go/no-go assurances are received from clients and communicated to engineering both internally and client side.
● Responsible for Tier 1, Tier 2 Help Desk Support groups. The groups are at headquarters and on client sites globally and require troubleshooting, escalation response and resolution. Manage small to large Help Desk organizations on multiple projects resulting in 15 million in revenue per year. These projects require bi-lingual contract support and are internationally supported on a 24x7 basis. The support model I use incorporates instituting a trained locally based supervisor to handle immediate needs of the local group and require daily meetings with those supervisors globally to make sure that all issues are addressed.
● Resolution of hardware/software interfacing and interoperability issues. My models allow for remote troubleshooting using Citrix, NetMeeting, IBM Lotus based Sametime. When remote capabilities are not possible, step-by-step documentation and appointment based hand-holding sessions with technical personnel have been arranged.
● Data Management through interaction with Datacenters globally. Organize project plans with engineering teams to migrate data from customer legacy systems to internal of the shelf or project developed proprietary applications.
● System Configuration Management via on-call to appointment based hand-holding sessions. Professional Services provides the customer with consultation services to ensure systems are configured to execute tasks per the tools requirements.
● Metrics reporting to management and client stakeholders. Using various data collection tools such as SQL queries, Exceed, Remedy Call Center, SMS online reporting, Vantive, usability reports and support group response metrics, present metrics to Client Executives and Client Technical Leads. Provide electronic document diagrams to give a visual view of application delivery or document management systems.
● Experience using PeopleSoft to support contract requirements for Full-Time Equivalents (FTE), Create Human Resource requirements, interview new candidates, hire and train new staff. Use PeopleSoft to create requisitions, review candidate resume submitals and arrange interview schedules with subcontracting agencies and their candidates.
EDUCATION:
Montgomery College
● Major: Communications
● Six Sigma Trained, Green Belt certified
● Webmaster certified
● TCP/IP Troubleshooting certified
● Network Administration training
Volunteer Experience
● Student Mentor - Global Exchange Services Mentor
● Race for the Cure
● Walk for Juvenile Diabetes: Team Captain
● Computer training Youth Program (GE/GXS)
Awards
● Award of Excellence recipient 2001, 2003 and 2006 - Global Exchange Services
● Night Out on the Town Awards 2002, 2003 - GE Global Exchange Services
● Volunteer Mentor
TECHNICAL SKILLS:
Mac PC, IBM PC, HP, Dell, Hardware, Application Delivery, Networking, Internet and Intranets, Open Systems Change Management, TCP/IP, SMTP, FTP, Hosting, VOIP, ICMP, UNIX, HP, Dell, IBM. MS Exchange, MS Project, MS Office (Word, Excel, PowerPoint, Access, Outlook), MS Project, Windows 95/98/2000/NT/XP, Business Objects, Adobe PDF, and more. Web Master Certified, Microsoft Front Page, Macromedia: Flash MX, Dreamweaver MX and Fireworks MX, Multimedia Integrated Web Presentation. Six Sigma Certified; knowledge of ITIL, SDLC and ISO
PROFESSIONAL EXPERIENCE:
Yellow Transportation Services, Washington, DC 2008 to Present
Manager/ IT Department and Operations
Responsible for Yellow Transportation Services Digital Dispatch Service (DDS) user migrations and deployments. Migrate existing user profiles and settings to new DDS field devices and provide training to 700 users and Fleet Administrators. Configure user and hardware settings while maintaining proprietary GPS Navigation devices. Use of the latest technologies in GPS for transportation services. Execute QA testing for third party software before deployments. Provide customer service and call center metrics to Executive Management. Manage customer needs based on criteria that are critical to the quality of the client’ business. Intervene with account issues and act as an intermediary between the customer and any third party vendors. Provide Control and measure weekly sales to identify areas of improvement. Troubleshoot communications issues and establish root cause analysis. Implement fixes and workarounds for end users.
Key Contributions:
● Consult clients and internal organizations to gather requirements for changes/updates to systems network, e-commerce, and global web portal applications. Document and present technical issues, user metrics to Executive Management. Document and evaluate software for ease of use and test Work with Sales teams on application design and deployment planning to clients
● Data Management, backup, and recovery.
● Customers support specialist, Subject Matter Expert on all Help Desk applications.
● Trainer of all applications for internal employees and external customers.
● Manage customer migrations and deployments for field devices. Worked as System Administrator for customer profiles throughout the Pathfinder system. Used proven security methods to ensure database and end user information is secure
● Create all marketing materials using, Microsoft word and PowerPoint. Troubleshoot, test, migrate and deploy field GPS units to all vehicles presently in use in the fleet. Design surveys for customer satisfaction, analyze data collected and report it to executive level management. Provide Standard Operating Procedures documentation for operations, all troubleshooting guides for internal support and customer base. Work with Help Desk/call center to improve quality control and to better the customer experience. Train staff on technical documentation and prepare staff for off hours emergency operations. Consult on website design and quality control for company website. Conduct team recruiting, training, Human Resource concerns, and payroll and distribute bonuses. Use and edit Access databases for revenue and account reporting. Learn new applications and conduct "Train the trainer" classes for other team members
Global Exchange Services (GXS), Gaithersburg, MD 2000 to 2008
Formally GE Information Services and GE Global Exchange Services
Technical Team Leader/Subject Matter Expert
Responsible for the day-to-day operations of various technical service desk and client account management. Communicate directly with the GXS’ client business management and technical teams resulting in 6.1 M in revenue a year. Additional activities include: improve efficiency and cost control measures. Identify, document, and implement policies and procedures resulting in a streamlined technical service desk, train technical implementation teams, create and implement escalation procedures for emergency and high priority requests. Deliver metrics reporting to management and client stakeholders. Identify, analyze, and document client requirements, business processes, and apply improvements. Encourage cross-functional teaming and influence to produce stakeholder requirements.
Key Contributions:
● Consulted clients and internal organizations to gather requirements for changes/updates to open systems network, e-commerce, and global web portal applications. Data Management, backup, and recovery. Customers support specialist, Subject Matter Expert on all Help Desk applications and platforms
● Trainer of all applications for internal employees and external customers.
● Managed customer migrations and deployments for the GE Supplier Marketplace (GESMP), GE Supplier Network (GEGSN), Bank of Montreal (BMO) and Philip Morris Field Sales Force applications. Responsible for Tier 1 and Tier 2 helpdesk support groups, client site troubleshooting, escalation response/resolution. Delivered all updates at bi-weekly global internal executive meetings. Made on-site customer visits to deliver quarterly metrics with Sales team VP and Project Managers
● Produced weekly help desk metrics from the SMS call-tracking tool and usage reports using Business Objects to produce graphs, charts, pivot tables, etc. Created and distributed weekly helpdesk call presentations to clients such as General Electric (GE), General Motors (GM), Delphi Automotives, Bank of Montreal (BMO), Harris Bank, Citibank, and other Fortune 500 companies
● Met with client and the development team on various projects to develop web form translation project processes policies, procedures and milestones. Implement IT Infrastructure Library (ITIL) on the service desk, which ensured the quality assurance program is in line with customer expectations. Trained large client base via web technologies and other digital methods including voice over recordings via the web and web based presentations. Developed support website using Flash and Front Page. Created training documentation, operational procedures to improve day-to-day client processes. Develop multiple HTML pages for use on the FAQs located on GE Supplier Marketplace (GESMP) www.gesmp.com web site
● Created online training presentations hosted on the Brainshark.com web site, using Microsoft PowerPoint and web based authoring tools. Train new hires on internal daily operations, applications, standard operating procedures (SOP), escalations and call center tracking applications such as Vantive and Peregrine Service Management Systems (SMS)
Magellan Behavioral Health, Columbia, MD 1999 to 2000
Customer Service Representative 1
Provided help desk support for Magellan’s programs, policies and procedures.
Key Contributions:
● Provide information on Magellan’ programs, policies and procedures. Research and provide information regarding member eligibility, benefits, EAP services, claim status and authorization inquiry. Train new employees on company procedures, operations and escalations
● Data Management, backup, and recovery.
● Customers support specialist, Subject Matter Expert on all Help Desk applications.
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