Management Manager

THOMAS DAWIEC Home: 773-***-****

**** *. ******* ****** *****: *******@*****.***

Chicago, Illinois 60630 Web:http://www.linkedin.com/in/tomdawiec

Summary

Over 20 years of management experience in IT • An established Service Delivery background with an outstanding record of SLA development, Commercial Negotiations and Vendor Management • Solid IT Management accomplishments, with strategic, governance, risk management and operational experience • Sharp focus on Customer service and quality outcomes • Proven track record of building positive relationships with customers, key stakeholders and external suppliers.

Skills Profile

IT/ Telecomm: Help Desk/Customer Service Management, Project Planning & Management, Vendor Relationship Management, Service Delivery Management, Change Management, Incident Management, Outsourcing Management

Hardware: Compaq, Toshiba, IBM, 3COM, HP, DELL, Bay Network, Cisco, Blackberry, Avaya, Nortel

Software: Email (DaVinci, ccMail, Lotus Notes), Project Management (Microsoft Project), Microsoft Office (Word, Excel, PowerPoint, FrontPage, Studio, Visio), IBM Tivoli, Peregrine, Crystal Reports, Citrix, Load Runner, Test Director, ARIBA

Professional Experience

SELF EMPLOYED, Chicago, IL Jan 2009 – Present

Independent Consultant

Performed IT and Management consulting services for small to medium sized businesses. Providing ongoing support or short-term project work. Reviewed current and future technology needs, analyzed current processes, developed recommendations and implemented technology solutions. Acts as a Service Delivery liaison for small business in dealing with restoration of service(s). Audited and inventoried IT equipment/assets, tagging and establishing databases. Establishing change control procedures and updating system/network documentation.

IBM GLOBAL SERVICES, Chicago, IL Oct 2005 – Nov 2008

Service Delivery Manager

Led and managed a diversely skilled technical team of 15 direct reports located in and around the Chicago area and out of state site. Acted as the point of contact for all technology issues and requests for client. Responsible for system uptime and service restoration, change control, and incident management. Participated in developing LEAN processes and global out sourcing. Conducted client status meetings with senior management and unit managers to review performance reports, service improvements, issue resolution, project plans, root cause analysis, and change requests.

• Reviewed and updated SLAs and OLAs yearly. Met or exceeding goals 95% of the time as defined by IBM’s Tivoli System.

• Provided IT support to 2000+ clients in 50+ remote and local sites with 95% satisfactory rating base on monthly surveys and feedback from clients.

• Worked in a matrix system to assigned staff and collaborated with other groups/teams to resolve complex issues.

• Accountable for the management of multiple projects focused on meeting business objectives and organizational goals. Implemented projects on time and budget 98% time.

• Coordinated implementation tasks that involved multiple third party vendors on both the domestic and international level.

ABN AMRO SERVICES COMPANY, Chicago, IL Jan 1986 – Oct 2005

VP / Manager of Information Technology Jun 2002-Oct 2005

Manager of IT Services for the Commercial Banking Division. Managed a diverse group of 45 employees with four direct reports, tasked with ensuring system continuity and optimal uptime for a user population over 3,000. Held fiscal responsibility for functional areas of hiring, training, mentoring, performance appraisals and career development. Responsible for all departmental expenditures, capital budgets, inventory purchases, expense reports, and vendor contracts. Managed several key service groups including: a service desk with change, configuration and asset management duties, a central data center supporting servers, and WAN/LAN infrastructure, a hardware support group for remote access, PDAs, cell phones, pcs, printers and blackberries, a software support group, and disaster recovery sites. Accountable for the management of multiple projects focused on meeting business objectives as well as organizational goals.

• Maintained a 95% success rate in meeting or exceeding client SLAs and inter-group OLAs based on user surveys and problem resolution tickets.

• Collaborated with clients, Disaster Recovery staff and Business Continuity staff to establish an off-site recovery facility capable of serving 2,500+ employees in a turnkey environment.

• Sat on the Change Board for 4 years establishing procedures and guidelines for change requests.

• Served as a core team member for the successful deployment of ITIL within the IT Organization

• Managed Vendor contracts and maintenance agreements. Negotiated and review contracts yearly resulting in a cost savings up to 5%.

AVP / Manager of Network Administration Sep 1997 – Jun 2002

AVP in charge of the management and security of a Wintel environment. Established security policies, access procedures, network diagrams and system backup guidelines. Responsible for all client moves\relocations, asset management and change control. Developed Visio drawings for wiring closets and WAN diagrams. Met monthly with upper management to review project status, budgets, incident reports, SLAs, new technology requests, etc.

• Acted as a Project Manager for all Commercial software and infrastructure installs and upgrades completed all assignments on time and budget.

• Managed the upgrading of 2000+ workstations in 50+ local and remote locations. Converted from a Windows NT to windows XP environment with minimal downtime and service issues to clients.

• Led a Token Ring to Ethernet project. Working with low voltage vendors to replace/rewire all 2500+ nodes nationwide. Upgraded Bay Network switches to CISCO.

• Project Lead for a conversion from a Novell NDS to a Windows Active Directory environment.

• Successfully met all internal and external auditing and compliance requirements. SOX controls were validated on a quarterly basis as required.

• Coordinated and managed the yearly disaster recovery exercises. Developed and maintained procedures and documentation for each tested application passing the tests 95% of the time.

Manager of Network Operations / Data Center Sep 1993– Sep 1997

In Charge of WAN/LAN management and data center operations. Areas of responsibilities included: capacity planning, data management network monitoring, infrastructure management, vendor management and day-today support.amd maintenance Oversaw staff consisting of several technical areas including a Help Desk, an Infrastructure Group, and a Server Group.

• Coordinated annual Disaster Recovery Exercises with 100% success rate for five straight years.

• Developed new tape backup & rotation procedures for all sites.

• Implemented and negotiated offsite storage with Iron Mountain.

Senior Technical PC Analyst / Team Lead Jan 1990-Sep 1993

PC Technical Analyst Jun1988-Jan 1990

COBOL Programmer Jan 1986-Jun 1988

Education

Bachelor of Arts in Business Administration, Northeastern Illinois University, Chicago, IL

IT Infrastructure Library Foundation Certified – IT Service Management

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