PROFESSIONAL SUMMARY:

• ITIL Certified Professional.
• 20+ years of international and domestic experience in IT operations, IT management, Service Delivery/Service Management, Incident and Problem Management, Change Management, Managed Services, Cloud (SaaS/IaaS), Outsourcing and Customer Support in NOC, Cellular, Telecom, Messaging, Charging, Data Center environments.
• 20+ years of experience in delivering, operating and selling Managed Services and Outsourcing.
• 20+ years of experience in asset management and managing SLAs with 3rd party hardware and software providers from a vendor perspective and from a solution provider perspective.
• 20+ years of experience in Change Management. Implemented a Change Management system that involved product selection, requirements development, process development, rollout and training to 3000+ end user, KPIs and reporting of all change activities. This had a positive impact on re - work and saved several thousands of dollars a month is labor and vendor charges.
• 15+ years of experience operationally owning and growing the customer relationship.
• 15+ years of expertise creating and/or renewing operational support contracts and support renewal contracts for customers and third party vendors.
• 15+ years of staff management and development.
• 12+ years of experience in cellular networks (3G, 4G, LTE, iDEN, GSM, CDMA, SIP, and IMS).
• 12+ years of telecommuting, working remote.
• 10+ years of Control room, NOC and Call Center experience as a Technician, Manager and Director.
• As Service Delivery Manager ensured SLA’s were being met pertaining to software and application service delivery, patches and hot fixes, response time, uptime, work around time, resolution time and root cause analysis (RCA) and post mortem reviews.
• Experience in negotiations for hardware and software support contracts and deployment activities.
• Working with 3rd party vendors during all aspects of installs, replacements, incident creation, troubleshooting, escalation, resolution, prevention and root cause analysis.
• Previous positions include operations technical support, technical instructor, change management, project management, program management and various leadership roles in service delivery, data center operations, computer/network support and software support.
• Excellent team player who possesses a superior work ethic and strives to exceed expectations.
• Secured several 1 year $1m proactive support contracts outside of normal support due to team performance, customer management, upselling of automation, monitoring scripts, proactive alarming and alerts.
• Exceptional account management skills which aided in the retention and growth of our customer base and reduced customer churn. I have never had a customer leave us or drop any of our software platforms.
• Successfully replaced several incumbent solutions due to our superior customer support and management.
• Every year at Confidential, when they have given out the yearly customer support award, I have won the award.
• As Service Delivery Manager, led multiple projects as project manager and support manager for HP blades and switches, Cisco switches, routers and load balancers, F5 load balancers, Red Hat Linux and HPUX in cellular/wireless environments.
• Was a presenter at the IAITAM asset management conference in Las Vegas, October 2004 to deliver an ITIL presentation on ‘How Change Management Can Improve Asset Management’.
• Responsible for successfully migrating the Dallas Confidential Systemhouse data center to the Confidential Plano data center.
• Successfully implemented ITIL and Change Management to implement a nationwide voice network roll out.

PROFESSIONAL EXPERIENCE:

Confidential, Plano, Texas

Service Delivery Manager

Responsibilities:

• Day to day Account Operations, Service Delivery and Relationship Management
• Customer advocate, available 24x7 ensuring customer satisfaction and support are exceeded.
• Manage daily operations for Cloud (SaaS and IaaS), Managed Services and Proactive Services both internally and externally with 3rd party hardware, software and solution providers.
• Hire, manage and develop teams for deployment, support and delivery.
• Responsible for yearly renewal of support contracts - Customer and 3rd party support contracts.
• Project management for HP blades and HP switches, Cisco switches, routers and load balancers, F5 load balancers, Red Hat Linux and HPUX.
• Utilizing ServiceNow to monitor and report on incident management SLAs (response time, uptime, work around time and resolution time).
• Ensure SLA’s and KPI’s are being met regarding software support and delivery.
• Own and drive the root cause analysis and post mortem process and reporting.
• Identify and implement best practices.
• Management for all 3rd party hardware and software support contracts.
• Meet with 3rd party hardware, software and solution providers to review and ensure SLAs are being met.
• Manage escalation process and ensure satisfactory resolution internally and externally with 3rd party vendors.
• Work with virtual support teams around the world (Canada, Brazil, India, Czech Republic, United Kingdom, Mexico and the Netherlands) to deliver software, solutions and support.
• Facilitate quarterly operational review and steering committee meetings with customers.
• Leverage customer relationships to identify new product, solution and service opportunities.
• Collaborate with pre-sales to produce proposals as needed.
• Coordination and billing of support activities outside of normal support.
• Forecasting for maintenance and support on a yearly basis.
• Project Management
• Labor quotes for projects
• Track billable hour allocation and usage
• Statement of Work (SOW) creation
• Manage projects
• Billing milestones and invoicing
• Project budget

Confidential, Dallas, Texas

ITIL Consultant Services Engineer

Responsibilities:

• Provided consulting services to clients on a pre-and post-sales basis for Infra’s ITIL helpdesk, change management and service management software.
• Performed software demonstrations and presentations.
• Identified roles and responsibilities of client’s staff.
• Created and documented processes and procedures.
• Established workflow management and diagrams.
• Defined escalation, notification requirements and timeframes.
• Worked with clients to create measurement criteria, reporting and documentation.
• Worked with clients to customize, configure and implement software.
• Provided training and end user documentation.

Confidential, Dallas, Texas

Director of NOC and Network Change Management

Responsibilities:

• Implemented a web based change management system (Infra-Change). Infra-Change successfully managed the national build out and ongoing day-to-day maintenance of the Confidential
• Established Change Management practices and procedures for Network Operations:
• Change Schedule, Change Review Meetings, Requirements for submitting and approving changesAutomated process for approval/rejection, Back out Procedures, Post Mortem Process and Reporting.
• Documented and published processes and procedures for all areas of responsibility.
• To improve customer support and service, I created a sub group in the Confidential to handle Confidential to Confidential interface agreements with our major accounts. Implemented monthly meetings with these accounts to review issues, outages and SLA performance.
• Created and implemented weekly and monthly Network measurements based on alarms, trouble tickets, change management tickets, SLA’s, ACD reports and time and attendance.
• Created and implemented a turnover log report which is handed off from shift to shift.
• This improved service and MTTR on issues by ensuring focus and consistent turnover.
• Implemented weekly staff meetings with shift managers and team leaders to increase communication, identify best practices and discuss hot issues/customers.

Confidential, Plano, Texas

Level II Mainframe Software/Services Manager

Responsibilities:

• Managed workload distribution for 70 employees across the following disciplines: Confidential, IMS/DB2 and MVS, z/OS and Program Products.
• Level II had responsibility to receive new software from vendors and perform the following centralized functions: testing, customization and packaging of software for roll out to various Confidential sites around the world.
• In addition, software groups within Confidential escalated problems to Level II for resolution and vendor support.

Mainframe Software Technical Services Director

Confidential

Responsibilities:

• Initiated and facilitated client meetings to review SLA’s and improve customer service.
• Consolidated vendors, software and hardware products resulting in savings of over $500,00 a year.
• In charge of the entire Confidential SNA Network Operations staff (28 NOC technicians) 24x7 utilizing Netview and CiscoWorks.
• Managing SLAs with the 3rd party Network HW/SW providers.
• During days off as SNA Network Technician, performed additional role as Technical Instructor.
• Instructor/class facilitator for Phase II of the Operations Development Program (OPD). The OPD program was an entry-level program used by Confidential to train and develop Computer Operators to work in the control room / call center. Phase II was an intensive 3-week course comprised of classes, work environment simulations, trouble shooting, documentation, incident and customer management and 3 comprehensive exams.