Project Manager Customer Service

Jim Smith

Tomball, TX ***** 713-***-**** Email: *************@*****.***

Global IT Service Delivery Manager, experienced in IT infrastructure, project and program management, account management,

and customer service management requiring 7x24x365 support. Seeking to enable a business with technology solutions by providing

outstanding service delivery, vendor management, and project management leadership, directing improvements and new ideas for cost

effective and efficient service utilizing knowledge acquired while having performed in key global IT support roles within Data Center

Operations, NOC, SAP, Applications, Service Delivery Management, and IT Service Desk Management.

Experienced in ITIL organized, heterogeneous IT environments. Proficient in vendor management strategy and practices, vendor

contract negotiations, production control, IT governance, KPI metrics, disaster recovery, and performance improvement.

Focused on developing and mentoring staff towards building high-performance teams committed to mission/excellence.

Strong organizational, analytical, and problem solving skills, proficient in SLAs (service level agreements) and in ITIL processes.

Collaborative, teamwork management style, effective working with all levels of an organization to include senior management.

Effective communicator, able to translate complex technical concepts into business terms.

Proponent for continuous improvement, best practices, and adept at business process and system integration.

Adept at visualizing the strategic big picture while maintaining improvement focus on near term tactical objectives.

Proficient in strategic outsource and vendor partner relationship management, highly experienced in Managed Hosting Services

to include both off-shored and traditional out-sourced models.

Customer centric and versatile professional having a blend of management, technical, and strong customer service

experience to maximize operational performance and competitive edge. Passion for customer service satisfaction combined

with in-depth IT experience to make a significant contribution towards the development of a best-in-class organization.

Improved Halliburton's major outsourcing contracts and SLAs to match customers' changing business needs.

Developed a consolidated view of risks to delivery of performance objectives for Halliburton via effective KPIs.

Served as a senior IT escalation/problem manager for Halliburton's IT leadership team (ITLT).

Led as a project manager for Halliburton in identification, selection, contracting, and build-out of new data centers.

As PM, upgraded Atos-Origin's IT data center physical facility complex in support of its global outsourced clientele.

Change agent who builds mission-critical business solutions in dynamic, complex, and challenging global environments.

Led Halliburton's rollout of virtual server and SAN technologies in a Windows and UNIX production environment.

Reorganized and recruited premier technical staff for Halliburton in providing improved functionality and reliability.

Saved Halliburton $6MM in Business Process Outsourcing activities in renegotiating Managed Service agreements.

Transformed Atos-Origin's Customer Service Desk from a reactionary driven unit into a proactive and quality conscious

enterprise, achieving extremely high morale, performance, and organizational prestige.

Dynamic achiever adept at combining strategic vision with tactical execution to establish new corporate milestones.

Spearheaded as project manager the Halliburton disaster recovery program, working directly with senior business leads in

defining requirements and risks to the business.

Implemented service management processes for Atos-Origin, including Incident, Problem, Change, and Asset Management.

Led as project manager in Halliburton's shutdown of its legacy mainframe applications, achieving $2 MM in cost savings.

Created an Atos-Origin professional services business unit achieving $800K in revenues during first year of operation.

PROFESSIONAL EXPERIENCE

CEVA LOGISTICS, HOUSTON, TX. (€ 6.0 billion global provider of logistics services to large corporations) (Current)

IT Data Center Manager - Within a highly leveraged off-shore/out-sourced IT services environment, coordinate, implement, and

monitor all local data center programs and operations for large, regional data center running Windows, UNIX, Linux, and virtualized

technologies. Ensure all IT infrastructure projects within the region follow established project management methodologies, track

progress, and communicate events and status to management. Plan and oversee all DR tests for the region working with the project

managers and global solution teams. Create and maintain a capacity model for infrastructure components to include server, network,

storage, database and distributed system applications in order to predict future infrastructure and application capacity needs. Manage

service level agreements (SLA’s), documentation and change control process and ensure that modifications are consistent with

infrastructure and application architecture specifications as well as security policies.

Manage local datacenter physical environment, electrical, cabling, security (physical/logical), fire suppression, and HVAC.

Oversee data center facility build out and lead projects to revamp facility management contract support services.

Lead data center projects/activities utilizing a structured project management methodology, managing staff assignments.

Manage change control / issue / risk tracking processes.

Collaborate cross-functionally as single point of contact in driving initiatives across diverse, global geographies.

Serve as senior escalation point for incident/problem management process on behalf of executive leadership team.

Perform datacenter recovery capacity planning with key IT technology groups in support of specific business units.

Assist in the planning, managing and implementing system engineering projects as they relate to capacity and performance tuning.

Leverage IT service and support best practices and process frameworks such as ITIL to drive continual process improvements.

Maintain business controls to exceed requirements specified by ISO 27001 and SAS70.

Support key service-level goals, including average response time, mean time to repair, and customer satisfaction.

Establish and analyze capacity planning KPIs and produce executive ‘dashboard’ reports depicting view of performance.

Provide management/negotiation for IT vendor contracts.

HP, HOUSTON, TX. ($33 billion global provider of IT products and services) (2011)

IT Business Service Manager - Contractor

Provided service management to 50+ global BPO contact call center sites in support of 14,000 contact center agents.

Drove discovery process in folding acquired EDS outsourced contact call center business into a standardized HP methodology.

Oversaw the definition, implementation, and monitoring of SLA service reporting and operational service processes.

Maintained end user communication management coordination, leading change management and escalation management process.

SELF EMPLOYED, HOUSTON, TX. (2009 - 2010)

IT Senior Sourcing Consultant

Offered IT outsourcing /disaster recovery/data center consulting providing requirements gathering and opportunity assessment.

HALLIBURTON, HOUSTON, TX. ($18 billion global provider of products and services to energy industry) (2000 – 2009)

IT Data Center Service Delivery Manager, Halliburton's Global Infrastructure Operations (2007 – 2009)

Directed multiple IT technical support teams through successful service delivery and change while delivering agreed to integrated

Operations Management objectives for large-scale, high availability, corporate data centers. Directed a staff of 35 in architecture

design and deployment of mission critical applications, in support of NOC, Windows, UNIX, Linux, and virtualization technologies.

Provided IT technical support to 30+ remote sites within North America.

Directly managed the service delivery management relationship with the business units and the executive leadership team.

Drove technical strategy, providing vision and innovation, implemented new technologies, tools and techniques to create value.

Managed Production Control, application SLAs, Change, Problem, and Asset Management processes.

Collaborated cross-functionally as single point of contact in driving initiatives across diverse, global geographies.

Served as senior escalation point for incident/problem management process on behalf of executive leadership team.

Established and analyzed capacity planning KPIs and produced executive ‘dashboard’ reports depicting view of performance.

Led as project manager in the identification, selection, contracting, and build-out of new corporate collation data centers.

Spearheaded, as project manager, the global disaster recovery program for IT and led in key business continuity initiatives.

Oversaw data center facility build out and led project to revamp facility management contract support services.

Led team's SOX management and compliance initiatives.

Led Financial Management process, managing $16MM OPEX, capital, and contract sourcing agreements. Provided

management/negotiation for IT vendor contracts.

IT Service Delivery Manager, Halliburton's SAP Solutions Center (2000 – 2007)

Managed relationship between service delivery management and the Information Management (IM) organization and the service

and delivery offerings of IM, accountable for overall customer satisfaction. Led SAP and mainframe based outsourced contract

engagements in deployment and maintenance of high availability computing applications for global enterprise-wide environment.

Served as senior escalation point for incident/problem management process on behalf of executive leadership team.

Collaborated cross-functionally as single point of contact in driving initiatives across diverse, global environments.

Achieved superior levels of service by effectively managing day-to-day operations and exceeding expectations via service

level agreements (SLAs) in development and on-going support of change to mission critical applications.

Implemented and managed ITIL organized Incident, Problem, Change, Asset and Release Management processes.

Analyzed and established KPIs and produced ‘dashboard’ reports with consolidated view of operational performance.

Spearheaded, as project manager, the SAP operations disaster recovery program, working with the senior leadership team.

Led as project manager in shutdown initiative of legacy mainframe applications, achieving $2MM in cost savings.

Saved Halliburton $6MM in Business Process Outsourcing activities in renegotiating Managed Service agreements.

Directed team's SOX management and compliance initiatives.

Led Financial Management process, managing $27MM budget, capital outlays, complex service supplier contracts,

software licensing, and hardware maintenance agreements. Provided management/negotiation for IT vendor contracts.

ATOS ORIGIN, HOUSTON, TX. (€ 5.8 billion international provider of IT services) (1986 – 2000)

Engagement Manager & Service Delivery Manager, representing Halliburton (1998 – 2000)

Served as a single point of contact and escalation for my client Halliburton on all service related matters.

Developed, planned, and managed growth of Halliburton ($40 million per year) global outsourced energy services client.

Provided business-consulting services as a Relationship/Service Delivery Manager overseeing project deliverables.

Increased sales by over $600K during first year by managing and negotiating additional customer workload requirements.

Collaborated with other outsourcing partners in providing seamless application and infrastructure support needs to my client.

Manager, Customer Service/Service Desk/Call Center/Quality Assurance (1993 – 1998)

In support of a large scale outsourcing customer environment, was accountable for overall customer satisfaction related to

infrastructure support. Managed staff of seventy in the deployment and operation of global NOC, ITIL organized Service Desk,

Problem Management, Change Management, Release Management, Incident Management, Fulfillment Management,

Data Security, and Disaster Recovery functions within a 7x24x365 mission critical outsourcing service provider environment.

Led development and implementation of Disaster Recovery program for Atos-Origin’s outsourced customer base.

Served as lead Project Manager for outsourcing engagement in support of on-boarding a major shipping company.

Enhanced quality assurance, implementing global Incident, Problem, Change, Configuration, and Release Management.

Achieved ISO 9001 certification for support unit in less than a year resulting in improved business processes.

Served as Crisis Management Director for Atos-Origin's outsourced clientele.

Led in acquisition and merger in staffing and process design for a major Service Desk and Call Center operation.

Manager, Operations Support, Facility Management (1990 – 1993)

Interfaced with data center infrastructure management, service delivery managers, customer service, and client management

to identify service requirements, proactively preventing operational outages, and fixing problems within a large scale

outsourcing services environment consisting of mainframes, AS/400, workstations, and PC platforms.

Managed a "service team" consisting of several major IT service providers that worked together as a seamless support entity

that resulted in improved reliability, availability, and performance.

Implemented and managed key automation enhancements and major data center mainframe hardware installations.

Analyzed data center performance and capacity planning data, and developed KPI metrics and management reports.

Revamped and upgraded large-scale data center facility complex in support of global IT outsourcing service provider.

Negotiated goods and services, prepared and administered contracts, oversaw the leasing of data center facility space.

Managed data center physical facility to include power, UPS, HVAC, cooling, fire detection/suppression systems.

Piloted innovative RFID/bar-coding technology to enhance IT storage and personnel operational productivity by 50%.

Manager, Professional Services / Program Management Office (1986 – 1990)

Conceptionalized and established new professional services business unit specializing in providing program management for

application conversion and migration services that increased revenues by over $800K during the first year.

Provided technical support for client’s application software conversions, application migrations, and other quality assurance

related services across super computers, mainframes, AS/400, workstations, and PC platforms.

Directed major geophysical application program rewrite as Project Manager for client Mobil Oil Corporation.

EDUCATION

MA, International Management, University of Texas at Dallas

BS, Computer Science/Mathematics, University of Houston

PROFESSIONAL CERTIFICATION

ITIL Foundation Certificate in IT Service Management

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