Sr Management, IT Leadership

**** ******* *****, ******, ******, ***** • +1-541-***-**** • *******@*****.***

Spyros “Dennis” Syrmis

Objective

I seek a role where I can use my twenty years of global experience of management and leadership in IT, technical and service areas from a plethora of diverse and fast changing companies. I have practical experience with ITIL, LEAN, Six Sigma and IT Incident and Problem management with focus on key performance indicators, streamlining process including designing and managing metric programs in IT. My result driven attitude, seasoned management style, technical experience as well as my personable abilities help me in bringing teams and projects together with best in class and positive results for everyone.

Experience

August 2008 - Present Con-way Portland, OR

Senior Manager – IT (Global Enterprise Architecture & Infrastructure Group)

 Manage several operation and infrastructure groups including End User Computer Services; Software Configuration Management & Capacity Performance/Monitoring for LTL, trucking, logistics and service center environments.

 Manage all device management and large initiatives for wireless devices including Windows Mobile, Blackberry, PDAs, iPhones, Rugged devices, Scales, Cell phones, Cell cards & WIFI, Thin Client Devices, Windows XP & Windows 7, Mac and Linux desktop OS platforms including virtual desktops.

 Manage Server administrators for SMS/SCCM, endpoint security, antivirus servers and VM environments.

 Manage cross functional and matrix managed teams globally for several IT improvement programs and projects.

 Provide management and advisory role for enterprise initiatives such as Virtual Call Center, IVR, CTI solutions, and the “Mobile Handheld/Rugged” device implementation for 11000 devices.

 Initiate & leverage LEAN activities thru Kaizens reducing waste (Muda) successfully and regularly.

 Achieved cost savings of $300K USD in 2009 by actively monitoring contracts, budget and actual spend.

 Improved process and standards within all groups by 80 percent, with improvement of documentation, contract tracking, standards to device selection, self service tools, image delivery automation, utilizing cost efficient tools change management, package and consume scheduling.

 Setup and manage SLAs and OLAs, core metrics and KPIs for all groups with set targets for regular monitoring and continual improvement.

 Improved end user web app experience by utilizing proactive monitoring by approximately 90%.

 Utilize best practice overall including incident and problem management and Green IT initiatives & practices.

April 2007 – August 2008 Taos Santa Clara, CA

Senior IT Management Consultant (Global)

 IT Consultant with focus on offshore integration and management for IT Operations.

 Acting interim management in mid to senior management global roles and providing advisory role for all levels of management. Coaching, mentoring staff, managing projects and programs.

 Provided advisory role with global experience to advise both IT technical groups and IT Management, including developing SOWs and MSAs for engagements.

 Provided Support to Senior Management roles by streamlining processes via ITIL, Industry practices including Lean and Six Sigma initiatives.

 Implementation, streamlining and overseeing projects to assure proper project management is utilized with emphasis on integrating best or industry practice fits for each role and project.

 Manager of ITIL Incident & Problem management, IT Operations & Engineering for the DBA, UNIX, Exchange, Storage, Windows Server, NOC and Datacenters globally, Onshore, Offshore, & managed services globally.

 Developed reports and identified core metrics for daily operations and executive reviews.

 Provided management and support for Managed Service& Delivery programs.

 Advisory role and program manager for tool selection for incident and problem management.

 Designed and implemented offshore NOC for SanDisk, creating SLAs and OLAs with measurable targets.

 Managed Budgets up to 12 million USD

 Contracts assigned included: SanDisk; NetApp; and JDSU/JDS-Uniphase

March 2000 – March 2007 Symantec & VERITAS Heathrow, FL

Springfield, OR

Pune, India

Senior IT Manager

 Manager of Global Helpdesk team, Account Services team, Knowledge Management team and BI/Reporting, Sarbanes and Oxley (Sox) IT team.

 Managed 50+ employees in the United States and India, distributed, local and remote teams with budgeting of 42 million USD.

 Managed SOX auditing team for IT general controls. Single point of contact for SOX-identified IT controlled systems, and maintained ISO9001 compliancy.

 Project Manager for IT and technical support projects.

 Designed and implemented Quality Assurance program along with web and client tools utilized.

 Managed IT reporting staff, engaging and implementing heavy metrics analysis and development with consistent value added metrics.

 Project Lead for Integration of Symantec and VERITAS Merger with IT functions.

 Advisory and Senior manager for Helpdesk integration with Symantec and VERITAS IT helpdesk and account services.

 Merger and Acquisition lead for all M&A related activities in support of Helpdesk/Account Services/SOX compliance and IT process integration.

 Program Manager for Datacenter, NOC, Helpdesk, site services, Network and Windows Operations and IT engineering for M&A integration.

 Developed, designed and implemented Interactive Voice Recognition (IVR) setup and strategy for Global IT Helpdesk.

 Conducted regular resource planning, budget planning P&L and change control.

 Implemented certification testing center for IT employees at Symantec.

 Designed and implemented internal IT new hire and security presentations including video, audio and live presentation.

 Utilized and implemented ITIL framework for helpdesk and interconnected IT departments.

 Integrate and audit SOX (Sarbanes-Oxley) controls for IT Helpdesk processes. Also maintained ISO9001 compliancy.

 Designed and maintained reporting of metrics for helpdesk and global IT using Crystal Reports and Business Objects.

 Managed and created internal helpdesk website for internal use and internal employees to utilize for service and support.

 Conducted resource planning, budget planning and change control.

 Administrator and Responsible for Remedy management and content change within CTI, case flow, auto assignment and escalation assignment inclusive of case tracking system design.

 Integrated, and managed NOC and Datacenter processes to align with IT support groups.

Prior Roles at VERITAS:

• Windows Server, Exchange/Lotus Notes and Remedy Admin

• Manager on High Availability and Disaster Recovery matrix team

• Manager on IT Merger & Acquisition team

• Sr. Desktop Technician & Sr. Helpdesk Technician

January 1996 – March 2000 Metro Information Systems/Dataflex/Compucom Orlando, FL

Senior IT Consultant/Contractor

 Lockheed Martin – Senior Helpdesk Analyst & Mainframe support technician

 Delta Airlines / Technologies (Florida Region):

 Project/Team Lead

 Desktop Technician

 Network Administrator/Technician

 Server Administrator (Microsoft, Novell, OS2 Warp, Exchange, CCMail & Tivoli)

 Mechanical and electronics engineer

 (FIDS, X-Ray machines/generators, Ion Scanners & Bomb Sniffers, Field/Bench circuit replacement and repair, Baggage belt/motor replacement & repair, & printer repair)

 Orlando Regional Healthcare Systems

 GroupWise & Exchange Administrator

 Server Administrator (Netware & Microsoft)

 Y2k Project Manager (End user devices & patient devices)

 Desktop Technician

 Rockwell Collins Avionics

 Desktop Technician

 Email migration specialist (Hap-Email, Exchange)

Education

1994 Jacksonville University Jacksonville, FL

Business Management – B.S. Degree

2009 Randford University Washington D.C.

Business Management – B.S. Degree

1992 Florida Community College of Jacksonville Jacksonville, FL

Computer Information Systems – A.A. Degree

2004 Stratford Career Institute Washington D.C.

Business Management Diploma

Certifications

SOX – 2006

Sarbanes-Oxley – HDI

ITIL

Exin - ITIL Foundation Certification – 2004 & 2007

Exin - ITIL Practitioner Certification

(Support & Restore)– 2004

Six Sigma

Yellow Belt – 2009

Microsoft

Microsoft Certified Professional: 2000, 2003

Microsoft Certified Desktop Support Technician: XP

Microsoft Certified Application Specialist: Vista

Microsoft Office Specialist: 2000, XP, 2003

CompTIA

A+ certification – 2004

Network+ certification – 2005

Strata – IT – 2010

Strata – IT Sales – 2010

IC3 certification – 2003

IC3 certified instructor – 2004

HDI – Helpdesk Institute

HDM – Helpdesk Manager

CSS – Customer Support Specialist

HSCA – Support Center Analyst

HDA – Helpdesk Analyst

STI Knowledge

CHDM – Certified Helpdesk Manager

CKM – Certified Knowledge Management

CHDP – Certified Helpdesk Professional

CCCP – Certified Call Center Professional

SSPA/TSIA –2004

CSP – Certified Support Professional

NASD - National Association of Security Dealers

Series 7 certification – 1996

Series 63 certification – 1996

Barringer

Ion Scanner Certification - 1999

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