Information Technology Leadership

JEFFREY WHITE

*** ****** **** 603-***-****

Pembroke, NH 03275 ********@*******.***

www.linkedin.com/in/jwhitenh

INFORMATION TECHNOLOGY LEADERSHIP

Helpdesk, Desktop Architecture and Support, Service Management, Project Management

Strategic IT leader with progressively responsible roles in Operations and Customer Services for an industry leading software development company. Practiced and successful at translating executive vision into strategic and tactical planning. Employ a collaborative and consultative management style with a focus on building and coaching high performance teams. Proven track record of delivering positive and measurable results in a global environment.

Strategic & Tactical Planning • Team Building & Leadership • Strategic Sourcing • Vendor Management

ITIL • Project Management • Technology Integration • Continuous Process Improvement

P&L Management • Cost Savings & Avoidance • Resource Management

Change Management • Operational Standards & Roadmaps • New Programs Sponsorship

PROFESSIONAL EXPERIENCE

Autodesk, Inc. Manchester NH 1997-2009

Senior Manager, IT Services (2006-2009)

Reported to the Senior Director of IT Services. A senior member of the global IT management team supporting 24x7 services provided to 8000 employees across 20 countries and 100+ locations. Responsible for the strategic planning and tactical operations of Helpdesk Desktop and Support services. Directed a line management team and staff of 45 supporting 60 sites in North and South America. Acted as the IT Services and Project Manager between IT and multiple corporate divisions.

 Promoted from Senior Manager, Customer Service Center.

 Planned and managed an annual discretionary budget of 10 million dollars.

 Responsible for the creation and implementation of support policies and guidelines for Helpdesk, Desktop Support and Desktop Security services including the creation and maintenance of SLA’s.

 Key contributor in the creation and design of an end user facing support dashboard reporting Helpdesk and Desktop Support metrics as well a ticket monitoring web based interface.

 Introduced Apple/Mac support, enabling Engineering teams to achieve product development objectives.

 Acted as the Project Manager to obtain permanent government certification by successfully working with OQLF officials on all aspects of IT and business compliance. (Quebec Board of the French language)

 Transitioned tier 1, non-customer facing, service requests to Shanghai China (internal staff) in order to reduce costs by 300%.

 Invited to lead the customer facing technical support group in identifying and improving stagnant customer satisfaction. Improved customer satisfaction 14% after first three months of new programs implementation.

 Recognized as “Best in Class” Employee Survey for last two years, top 95% of corporate management team.

 Demonstrated record of identifying high performance staff, mentoring and promoting individuals into other areas of the company to promote career development or fulfill company needs.

 Ensured the optimal performance of teams and individuals. Forecasting and resource management in support of corporate growth and changing needs.

Senior Manager, Customer Service Center (2005-2006)

Responsible for tactical operations of Helpdesk and Desktop Support Services via a line management and staff of 45 supporting 60 sites in North and South America.

 Promoted from Global IT Manager, PC Services.

 Designed and delivered $800K first year saving by insourcing previously contracted services. Increased user satisfaction by 50% by leveraging internal existing resources and creating efficiencies in tools and processes.

 Designed and maintained IT roadmap for workstations, desktop security and desktop support services, focusing on MS, Symantec, and Cisco technologies.

 Created and managed the implementation customer facing services, programs and documentation such as workstation run books, customer facing self help, on site computer clinics and corporate event support.

 Standardized services and staff tiering in order to provide optimal workflow.

JEFFREY WHITE p. 2

603-***-****

Global IT Manager, PC Services (2002-2005)

Charged with the creation of a new service group focused on the automation and remote installation of workstations worldwide. Implemented global standards for workstation security, workstation backup services, hardware, and software. Streamlined the coordination of IT, procurement, contracted vendors and end users.

 Promoted from Helpdesk Supervisor, Americas.

 Awarded “Rising Star”, IT Manager of the year.

 Recruited, trained and set direction for a global team, leveraging Unisys to provide services at unstaffed locations.

 Designed and managed the implementation of Autodesk’s first corporate wide workstation backup solution (Previo) obtained 90% participation rate by the end of the first year.

 Implemented the first corporate wide computer lifecycle management program (Altiris), allowing hardware tracking, license management and patch management.

 Oversaw the creation of a single corporate workstation image and web based application library. Decreased costs, increased productivity and introduced license management and compliance.

 Revamped corporate workstation security program. Seven year track record of preventing any major corporate wide workstation virus outbreak, dramatically increased employee productivity.

Helpdesk Supervisor, Americas (1999-2002)

Managed daily activities of the Americas Helpdesk based in two locations employing 15 staff. Addressed business and customer needs, developed and maintained a motivated and efficient staff.

 Promoted from Desktop Support Technician.

 Implemented a new Call Center location in India enabling a 24x5 follow the sun support model. Recruited, hired and trained a new staff of 15.

 Introduced and championed concept of tiered support at the Helpdesk. Increased efficiency and accuracy of service request processing. Decreased average speed to answer and average speed to resolve requests by over 40% first year while decreasing labor costs by 25%.

 Designed and implemented new hire training program enabling new staff to be productive within two weeks, customer facing in four weeks and fully trained in six weeks.

Desktop Support (1998-1999)

Provided direct desktop support for locally based staff and remote support for multiple geographically dispersed offices.

 Transferred from Facilities department in recognition of self initiated learning of desktop technologies and support.

 Performed workstation setup, hardware maintenance and support of various workstation operating systems.

 Provided direct support on a wide variety of business applications, local networking and telephony troubleshooting and maintenance.

Facilities Operations Technician (1997-1998)

Provided direct facilities support to the Bedford, NH location.

 Oversaw the build out, managed vendors, and set up operational procedures for new corporate location.

 Rolled out 200+ new computers to newly hired staff. Streamlined and created standard PC build process.

 Provided local procurement and purchasing services.

EDUCATION

University of Massachusetts, Amherst B.S. Business Management

TECHNICAL AND PROFESSIONAL SKILLS

ITIL Essentials, ITIL Practitioner Service Level Management, ITIL Practitioner Service Delivery Management

MS Office Suite, SharePoint, Visio, Symantec Anti-Virus, Altiris IT Service Management, Previo, Cisco and Juniper VPN

Situational Leadership, Managing High Performance Teams, Effective Interviewing

Community Leadership

Town of Pembroke, NH – Town Planning Board member

Town of Pembroke, NH – Conservation Committee member

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