ITSM Professional

DONALD M. KRIZ

** ******** **. *****: 302-***-****

North East, MD 21901 ******@*******.***

SUMMARY

An Information Technology Service and Support Professional with more than 20 years experience managing mainframe and server applications, projects and operational processes. This includes all Desktop Support Services, Application deployment and Disaster Recovery. Strong focus on process improvement through ITIL best practices delivering quality customer and timely support to the entire internal staff and the external sales force. Extensive knowledge of IT operational methodologies and support-needs as required managing an efficient cost-effective operation. A seasoned professional who adapts well to change, works effectively under pressure, exercises thoroughness in troubleshooting, and maintains excellent communication with all levels of management. A result oriented leader that has a proven record in providing leadership, coaching and staff development.

PROFESSIONAL EXPERIENCE

MTM TECHNOLOGIES., Wilmington DE April 2008 to present

National IT Service Desk Manager

Manage 24 / 7 National Help Desk Support Center operation and personnel in support of our client's desktop/computer/voice/data/video/network systems and business applications; lead future development, enhancements and maintenance of call management/tracking systems and operating procedures.

Responsible for operational leadership, enhancements and the overall performance of MTM’s National Help Desk operation.

• Leading a team of customer service professionals responsible for providing solutions to customer issues, including service requests, complaints, and concerns with a customer base of at least 3,000 end users and/or processing of 10,000 tickets per month in a command center or headquarters environment.

• Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.

• Manages and prioritizes Help Desk activities for problem resolution, work scheduling, and quality levels of customer service.

• Manager and analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

• Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules.

• Maintain liaison with Sales Team and all IT divisional operations and services to keep abreast of policy and procedural changes; contract changes, develop and review procedures for Help Desk operating/procedure manuals.

• Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.

• Implemented new Incident Management System reporting systems that provides high-level management summaries on Help Desk performance and work status, and establishes strategic information for managing the overall Help Desk operation.

• Implemented improved levels of communications with all Help Desk customers to better obtain information on their needs and to share status of Help Desk operations – resulting in improved levels of customer satisfaction with the Help Desk services provided.

• Improved Customer Service Levels by 20% as a result of ITIL process improvements.

ACCESS GROUP INC., Wilmington DE August 2005 to April 2008

IT Service Desk Manager

Responsible for operational leadership, enhancements and the overall performance of the company’s IT Help Desk operation. This includes all Desktop Support Services, Application deployment and Disaster Recovery. Strong focus on process improvement through ITIL best practices delivering quality customer and timely support to the entire internal staff and the external sales force.

• Manages and prioritizes Help Desk activities for problem resolution, work scheduling, and quality levels of customer service.

• Manages Help Desk staff ensuring clear goal setting, timely and constructive feedback, mentoring, and thorough performance evaluation.

• Developed new ITSM reporting systems that provides high-level management summaries on Help Desk performance and work status, and establishes strategic information for managing the overall Help Desk operation.

• Implemented new support systems for tracking usage and availability of all corporate personal computer assets, including updated processes for timely purchasing of equipment to satisfy growing needs and obsolescence replacements.

• Implemented ITIL framework Incident & Problem Management Application

• Improved overall Help Desk service levels by developing “live response” support.

• Implemented improved levels of communications with all Help Desk customers to better obtain information on their needs and to share status of Help Desk operations – resulting in improved levels of customer satisfaction with the Help Desk services provided.

• Implemented Service Level Agreements with all customers, along with procedures to ensure that the conditions of the agreements are being satisfied.

• Manage all Desktop Support activities. This includes procurement; deployment and OS patch management and disaster recovery exercises.

• Developed monitoring, escalation and measurement system for reporting metrics on Service Desk Incidents and Problems.

• Improved Service Levels by 20% as a result of ITIL process improvements. This included the implementation of a Customer Satisfaction Program.

• Developed a Quality Monitoring Program regarding Incidents and Problems

• Developed a Vista and Office 2007 Readiness Team Site

AVON PRODUCTS, INC, Newark DE 1987-2005

IT Manager (2001- 2005)

Manage the IT Operation Department for the Northeast Distribution Center that supports the day-to-day operations of sales and order processing (16,000 daily/ $4MM). Plan and maintain financial budget of $6.5 MM. Manage all system activities that support Customer Service. Included in this are Supply Chain Systems, Mainframe, Server Based Applications and Infrastructure.

• Managed a staff that handles day-to-day processing requirements and supports special ad-hoc informational requests.

• Managed special needs for troubleshooting, triage, and procedures for problem resolution.

• Led a cost-savings initiative for payment processing which resulted in an annual savings of 85K

• Redesigned and rebalanced order flow to make the process more effective and consistent. Order availability to shipping was 1 hour earlier each day

• Reduced staff by 5% by harmonization job responsibilities.

• Whenever possible, developed and implemented cost savings strategies. The annual profit plan was never exceeded.

• Implemented a network based time and attendance system for improved labor reporting.

• Participated on national projects, jointly with members of others facilities to specify design and implement systems and techniques for improved business systems and technical support.

• Implemented a comprehensive e: commerce validation system to support internet order entry operations resulting in greater order detail accuracy.

• Developed and implemented a thorough disaster recovery system including procedures for off-site storage of critical data.

• Developed and implemented procedures for controlling PC hardware inventories including laptop and desktop system used by remote employees.

• Managed the successful deployment of Service Level Agreements with all clients supported.

• Held on-going workshops with end users to explain system functionality and to obtain direct feedback on issues and service improvement suggestions.

• Led staff-meeting conversations with client department heads for schedule coordination, and on-going communications regarding issues, needs, and status and planned changes.

IT Project Leader (1990-2001)

Supervise IT department within a manufacturing facility. Plan and maintain financial budget of $1.1MM. Manage all system activities that support production and formulation systems. Additional IT support includes: hardware and software procurement, communications and network design and support, system security administration. Manage Data Center Operations, LAN, WAN, and reporting requirements for facility.

• Successfully managed migration of Novell Netware 5.0 to Windows 2000 Advanced Server. This included workstation re-imaging, application deployment.

• Received the Avon Products, Presidents Award for successful Y2K compliance

• Developed a comprehensive Windows 2000, Lotus Notes 5.0 and MS Office Suite 2000 training program for all Associates.

• Managed IT elements of corporate strategy to close Manufacturing Facility

PRIOR POSITIONS (1987-1990)

Senior Operations Analyst

Operations Analyst

TECHNICAL SKILLS

MF IBM 9000, 3090, 3083, 4341, 3800, 4245, 3203 Printers, Unix

OS: Vista, XP, 2000, NT, .NET, OS/MVS, VM, Windows 2003Advanced, Netware

Protocols: CISCO, Ethernet, Token Ring, TCP/IP, IPX/SPX, VPN, Citrix

DB: Access, Oracle, SQL, VSAM, ISAM, DL1, and CICS

Support Systems: MS Office 2007, Supply Chain Systems: QAD, Manugistics, IDP, PAIS, SCKPI, Inventory Control

Systems, WIZARD, Transportation System, Micrographics, RTS, Pick to Light Systems,

Track IT, ITSM FrontRange, Footprints, CA Unicenter, Avaya ACD, Vantive, viaTIL, Cognos Report Writer, ZEKE, INFOPAC, NETVIEW, TPX

Server Applications: Windows 2003 Advanced Server, Blackberry, Exchange 2003, Terminal Server, VMWare, XP, .NET, SharePoint, SMS, SQL, Oracle, Backup Exec (Veritas), Microsoft Office 2003, Lotus Notes 6, Outlook, Netware, ArcServe

EDUCATION

Business Management, Mercy College, White Plains, NY (84 credits toward B.A.).

Computer Operations Certification, 600 hours of instruction in Information Systems, DOS/Mainframe Systems, OS/MVS/JES2 Mainframe Systems, RPG II Programming, Paramus, NJ

OTHER RELATED EXPERIENCE

Member of the Rockland Community College Information Technology Advisory Board

Certified Technical Instructor, State of New Jersey. Disciplines include; Microsoft Office applications, Networking Essentials (MSCNE Course Work), Help Desk Concepts

PROFESSIONAL DEVELOPMENT

• ITIL Service Management Certification

• ITIL Practitioner: Service Desk, Incident & Problem Management Certification

• Certified Instructor for IT Vocational Studies, State of New Jersey

• AMA Information Project Management

• AMA Managing a World Class IT Dept

• Leaders “Leading Leaders” workshop

• Windows 2000-Advanced Server

• Microsoft Active Directory

• SMS System Management Server

• Career Track, Manager as Coach

• Franklin Covey 4 Disciplines of Execution

• Lotus Notes 5 Administration

• Developing Future Leaders

• Supply Chain Management APICS

• Skills Development Seminar DISC

• Executive Presentation Skills

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