Information Technology professional with over 20 years of IT Industry experience

with superior knowledge of Problem Management, Incident Management, ITIL Servic

e Management, Change Management and Project Management. I have demonstrated exp
erience working in mission critical service desk/help desk environments and have
strong conceptual knowledge of technical aspects of all layers within an IT env
ironment. ITIL Certifications include ITIL Foundation Certification (v3), 2007
and ITIL Intermediate Lifecycle Stream Certifications, 2009, which encompasses S
ervice Design, Service Transition and Service Strategy. In addition, I have imp
eccable communication and interpersonal skills.
* Functional Experience: Incident Management, ITIL Service Management, Problem M
anagement, Project Management, Change Management, Contract Management, Vendor Ma
nagement, Major Software/Systems Implementations, Technical Writing (Manuals/Sys
tem Specs)
* Technology (or Product): Microsoft Office 2007, Microsoft Project, Microsoft V
isio, Remedy, HEAT, ITSM (FrontRange), STARS, Filezilla, Facets, EXP, BIquery, M
icrosoft SMS, Avaya CMS Supervisor, Nortel Symposium, Citrix EdgeSight, SharePoi
nt, Crystal Reports, Microsoft FrontPage, Dreamweaver
PROFESSIONAL EXPERIENCE:
Keystone Mercy Health Plan 2007 to 2010
Business Analyst, Corporate & Financial Investigations
Sr. Manager, IS Service Delivery
Key Results:
* Primary oversight to technical support staff providing customer support for al
l computing needs.
* Responsible for $5M computer hardware inventory as well as $2M departmental bu
dget.
* Upgraded desktop and laptop computers with new hardware and operating system
o Standardized all desktop and laptop computers to one model
* Implemented WYSE terminal solution for telecommuters with the initial savings
of $60K in hardware cost
* Standardized hardware platforms saving approximately $130K annually
* Implemented ITIL processes and procedures to streamline day to day activities
o Implemented standards for creating SMS packages
o Implemented process improvement for imaging computer hardware
o Standardized hardware platform to have one software image for each platform
* Implement Service Desk standards to align with ITIL standards
* Incident/Problem Management Program Development
o Reduced average speed to answer from 2.5 minutes to 18 second average
o Increased Customer Satisfaction rating from 3.5 to 4.8 out of 5 points
o Improved email process time from average of 3 weeks to 4 hours
* Implemented STARS case management tool to track fraud, waste and abuse work
o Defined and documented standards
o Documented customizations
o Documented and implemented standard processes to streamline day-to-day work
* Implemented data mining tool (STARS) to look for fraud, waste and abuse within
medical claims
* Implemented vendor contracts for additional services
* Maintained departmental websites
Sungard Computer Services 2005 to 2007
Service Desk Manager
Key Results:
* Primary responsibility was building a fully functional Service Desk to provide
 24/7 support to various financial institutions.
* Customized and implemented Remedy for Incident and Problem management.
* Created Service Desk in approximately three months.
* Revised procedures to reflect ITIL best practices.
* Taught Certified Help Desk Professional course to Service Desk Staff.
* Monitored and reported on monthly SLAs.
* Provided technical and business level assistance.
* Provided assistance & training on Customer correspondence.
* Provided performance feedback by reinforcing the positive & coaching where nee
ded.
* Foster team oriented atmosphere within the staff and with other departments.
* Served as escalation-point to the staff.
Spherion Technology 1999 to 2005
Delivery Director
Key Results:
Contract Management:
* Reviewed the contract and statement of work to ensure understanding and compli
ance.
* Assisted with site evaluations and sizing for customer prospects.
* Provided technical support to customers.
* Provided timely and accurate status of each account to Technical Operations Ma
nagement.
* Responsible for regional contracts totaling over $12M.
* Conducted monthly and quarterly Metrics Reviews, consult and review significan
t SOW issues, work with Vendor assigned Program Manager on client satisfaction r
atings and change requests to the scope of services.
* Conducted contract negotiations to ensure both Spherion and Vendor are in comp
liance with contract terms of Service Levels of Agreements.
* Implemented Performance Value Improvement Programs and Quality Improvement mil
estones.
Client Liaison:
* Maintained high customer satisfaction.
* Served as key representative to interface with client management for all imple
mentations and on-going account activities.
* Assisted in providing staffing resources among all assigned accounts.
Employee Development:
* Developed career planning, training and education for six Service Delivery Man
agers support staff (desk side support analysts, help desk analysts, data center
operators).
* Trained and assisted the Site Manager's with staffing, business requirements a
nd employee orientation.
* Assured performance planning and evaluation and salary actions are in complian
ce with corporate direction.
* Serves as focal point to initiating and processing all disciplinary and reward
activities for personnel.

Degrees/Certifications:
Marian College, BS, Business Administration (completed 96 credits)
ITIL Foundation Certification (v3), 2007
ITIL Intermediate Lifecycle Stream Certifications, 2009
Service Design
Service Transition
Service Strategy