Manager Project

DAN MERRIFIELD

**** ****** *****, ****** ****, MD 20616

301-***-**** ***.**********.**@*****.***

August 7, 2012

Dear Hiring Manager:

This letter is to express my interest in the Help Desk Manager position with your company. I have included my résumé for your review. With over 20-years of management experience in the military, non-profit, and civilian sectors I possess the leadership ability, technical platform, and operational efficiency to add value to the position and your organization.

I have built my reputation on superior customer interaction and improving the reliability of support infrastructures, resulting in decreased problem resolution cycles, increased productivity, and staff empowerment while lower costs associated with service delivery.

For example, these performance improvements increased post-support customer satisfaction ratings to 97%, raised first contact resolution from 34% to 85%, and decreased high priority escalations by 77%, on average. Additionally, I launched and managed dozens of technical and customer centric programs and projects within scope; meeting stakeholder requirements on quality, budget, and deliverables.

Given my past performance surrounding leadership, education, and experience within a technical environment, I will bring a high level of professionalism and proficiency to your organization in support of business objectives.

I am available to discuss my qualifications on 301-***-****.

Respectfully submitted,

Dan Merrifield

DAN MERRIFIELD

2368 Kerria Court, Bryans Road, MD 20616

301-***-**** ***.**********.**@*****.***

PROFILE

Visionary with history of exceeding business objectives by developing and maximizing human capital.

Experience in project management and capacity to manage multiple initiatives simultaneously.

Achieves results by generating common focus and team building in a high-volume environment.

Manage success through performance improvement models and employee empowerment.

Exceptional people manager that inspire teams to exceed client expectations.

Excellent interpersonal and written communication skills developed through coaching technical specialists and collaborating with management, vendors, and clients.

EDUCATION

VILLANOVA UNIVERSITY/UNIVERSITY ALLIANCE

Master Certificate in Business Intelligence, Certified Professional in Business Intelligence (CPBI), 2012

UNIVERSITY OF MARYLAND, UNIVERSITY COLLEGE, College Park, MD

Masters in Health Care Administration, 2008

UNIVERSITY OF MARYLAND EASTERN SHORE, Princess Anne, MD

Bachelor of Computer Science, 1996

MILITARY EXPERIENCE

UNITED STATES MARINE CORPS RESERVES 1985 – 1997

Responsible for logistics planning, coordination, and implementation of training objectives for a company of 200 Marines and 4 Platoon Sergeants. Maintained monthly performance reports on the quality and success of training.

Maintained $6.7M of rations inventory and provided combat support in food service and supply for 20,000 marines.

Evaluate the effectiveness of occupational specialty and the overall efficiency of the company.

Twice awarded the Navy Achievement Medal for outstanding individual performance.

PROFESSIONAL EXPERIENCE

CHILDREN’S NATIONAL MEDICAL CENTER 2003 – 2011

Helpdesk Manager

Manage 27 helpdesk analysts supporting over 5,200 internal clients in a 24/7/365 critical care environment in addition to 23 remote locations. Implement quality assurance testing through the lifecycle of newly deployed products and services. Manage vendor relationships for procurement and maintenance of hardware/software.

Developed and communicated standardized IT management processes to improve support of internal clients increasing productivity by 31% and service-desk problem resolution by 62%; achieving cost efficiency and consistency of IT operations.

Re-engineered helpdesk support model to improve answered calls from 57% to 92% and increased first contact resolution from 34% to 85%.

Centralized remote user support by consolidating functionality and eliminating redundancy, allowing reallocation of 6 FTEs and improved turn-around-time by 70% (6-days).

Implemented equipment replacement program, resulting in 900K operations savings; 180K savings in maintenance; and 78% reduction in downtime during the 3-year lease cycle.

Created test case for Clinical Computing Devices connecting through Citrix MetaFrame XP, supporting the Active Directory platform, which decreased the number of reported problems during “go live” implementation by over 95%.

DAN MERRIFIELD (continued p.2)

Managed several projects that directly improved the quality of patient safety and care, which include workstation upgrades to critical areas that provide patient care and deployment of Clinical Computing Devices to inpatient/outpatient centers.

Present investment analytics information that is data-driven, fact-based insight to support strategic decision-making, including productivity metrics and key performance indicators like return on investment (ROI), net present value (NPV), payback period, and additional stakeholder requirements and business unit objectives.

Fostered strategic partnerships between clients and technical solution providers by identifying business processes, systems, and project requirements for clinical needs.

Establish and maintain a framework for IT portfolio management, including the selection, prioritization, and balancing of the portfolio to ensure project and service investments align with strategic goals and organizational priorities.

NATIONAL PUBLIC RADIO 1998 – 2003

Manager – Technical Support

Oversee frontline support for 700 on-site users and 125 foreign and domestic remote users in 15 locations. Recruit, train, and manage nine Technical Support Specialists and one Supervisor, while providing 24 X 7 support. Administered team goals, monitored staff performance, and implemented service level agreements. Coordinate maintenance/repair support of desktops, laptops, and printers, ensure proper testing, and provide quality assurance review on new IT products and service offerings.

Project Manager for several IT initiatives, including infrastructure upgrades and conversions. Managed and implemented equipment life cycle replacement initiative that reduced device failure/outage from 41% to less than 2% annually.

Implemented procedural improvements by conducting internal audits on processes that include asset management, inventory, and change-control management.

Responsible for research, evaluation, and recommendation of innovative technology and new business systems.

Served on Project Review Board and responsible for evaluating opportunities for cost savings/avoidance, and other metrics to establish value and rank new projects and services against the health of the current IT portfolio.

Managed asset inventory, equipment procurement and vendor relationships.

Develop, implement, and coordinate end-user training curriculum.

SITEL CORPORATION INC. – TECHNOLOGY SERVICES DIVISION/SSDI 1995 – 1998

Unit Manager/Program Manager

Managed two Program Managers, four Supervisory Team Leads, and eighty Technical Support Specialists. Forecasted analysis of call-volume data, reconciled monthly billing statements, provided program updates, and service level reporting. Determined daily profit estimates and calculated projected income of program accounts.

Planned, launched, and managed 14 new customer service and technical support campaigns.

Increased 1st time call resolution on all programs to 94%, on average.

Lowered call escalation rate from 39% to 3% by implementing internal quality control measures.

Contact this candidate