Manager/Director
PROFILE
A dedicated and knowledgeable, customer service-oriented management professional with a background in best practice implementation and organizational architectural development and design. I have successfully guided organizations through change while establishing a solid infrastructure for future growth. I understand the importance of getting the right people in the right positions and can motivate them to do their best work for the company. Also, I am constantly aware and mindful of industry and technological trends and able to provide leadership needed to navigate cutting edge technology while minimizing unnecessary risk to the business. Finally, I am committed to be continually focused on balancing the needs of the business with the needs of the customer and controlling infrastructure costs by aligning Information Technology and Systems with emerging business needs.
ACCOMPLISHMENTS
Speaker at HDI conferences (------------) Speaker at ICMI Conference (------------) Former President – Memphis HDI Local Chapter Former Member - Strategic Advisory Board - HDI
Member - itSMF (------------)
EDUCATION
• Colorado Technical University – Doctoral candidate
o Concentration - Global Leadership
o Research Focus – Leadership Power Usage and its Impact on Self-Efficacy
• Colorado Technical University, Colorado Springs, CO — Executive MBA, May 2010
EXPERIENCE
Manager, End User Computing – Wipro Ltd., Nashville TN – December 2018 – July 2019
• Manage Global Desktop Support and Depot Services for Change Healthcare as a Managed Service
• Manage SLA Adherence and Performance for Desktop Support to meet contractual obligations
• Responsible for the relationship with the Incumbent for Desktop Support and Depot Services
• Establish best practice and implement constant improvement policies for meeting and exceeding expectation
• Establish and share metrics to ensure Wipro is meeting contractual obligations
Accomplishments
• Member of successful transition team from incumbent to Wipro
• Successfully performed “go live” on agreed date and time
• Reduced incumbent backlog from over 8000 existing tickets to under 500 in 60 days
• Provided feedback to strengthen Remote Desktop to enable more Shift-Left opportunities
Manager, Production Support – Fresenius Medical, Nashville TN – January 2018 – December 2018
• Manage the Second Level Desktop, Infrastructure, and Networking Support team as well as the User Security and Provisioning team
• Responsible for the relationship with the third-party outsourced vendor for first level support
• Provide the Shared Services division of IT with data needed to perform root cause analysis of major outages
• Establish metrics to ensure outsourcing vendor is meeting contractual obligations
Accomplishments
• Consolidated multiple outsourcing vendor model to two primary vendors
• Developed standard KPIs for the Shared Services organization
• Transitioned Provisioning from a manual process to begin using automation tools
• Created quality program for call and ticket handling
Help Desk Senior Manager – NTT Data Service, Nashville TN – April 2017 – December 2017
• Responsible for the management of the US region End User Support organization for the Client
• Manage SLA Adherence and Performance for the Service Desk to meet contractual obligations
• Responsible for the management of the user support organization for the client, focused on complete end to end processing
• Establish global best practice methodology to ensure the maturation of the IT Support function
• Provide Executive Management with information needed to make overarching strategic decisions
Accomplishments
• Instituted global satisfaction survey review process
• Reduced Average Speed of Answer from SLA Breach status
• Increases customer satisfaction scores by 10%
• Increased First Contact Resolution by 15%
Senior Consultant – HCL America, Nashville TN – November 2014 – February 2017
On Site at a Major Financial Company
• Assisted with the daily operations of Release Management office in Americas division
• Lead weekly Change Advisory Board meeting
• Represented the division in Global Change Advisory Board
• Report issues to the regional Stakeholders Review Board
• Recommended process improvements to quicken change approvals
• Ensure proper documentation to meet Sarbanes-Oxley and other financial reporting requirements.
Accomplishments
• Introduced US Change Calendar Cycle to reduce number of planned outage weekends
• Produced Standard Operating Procedures documentation which was used globally
• Decreased Break/Fix changes by 25% through Expedited change process
• Introduced standard change notification process to ensure all departments knew change schedule
IT Assistant Director – Customer Support Services, Metropolitan Government of Nashville and Davidson County, Nashville TN – April 2013 – July 2014
• Responsible for the management of the user support organization of Metro Nashville, focused on complete end to end processing
• Areas of responsibility include Field Support, Service Desk, deployment, vendor management, device lifecycle, and user support strategy
• Manage CSS division across multiple Metro locations and multiple functions including on-site and remote support, Help Desk, device deployment and customer support strategies
• Responsible for Incident and Change management and work closely with ITS management to improve processes
• Architect best practice methodology to ensure the maturation of the ITS Support function
• Provide Executive Management with information needed to make overarching strategic decisions
Accomplishments
• Created and established a new strategic organizational structure based on industry best practice and business need
• Established a new dispatch model to allow more efficient use of Metro Customer Support staff
• Successfully revamped Desktop Support inventory processes to streamline and correct process issues preventing efficient tracking of resources
• Assumed responsibility for Tablet RFP and successfully completed the first round of RFP selections
• Assumed responsibility for the ITS @YourService initiative and began the process of moving ITS even closer toward a customer focused culture.
• Began the implementation of Microsoft Service Manager to end of life Service Desk Express incident management system
• Oversaw the final stages of the Windows XP migration to Windows 7, including mitigation of remaining Windows XP devices and the overall communication plan
IT Support Manager, HealthSpring, a Cigna company, Nashville TN – May 2012 – April 2013
• Responsible for the management of the user support organization, focused on complete end to end processing
• Areas of responsibility include Field Support, Work at Home support, Procurement and vendor management, device lifecycle, and user support strategy during Cigna integration
• Manage 33 full time employees across seven manned sites and multiple functions including on-site and remote support, Help Desk, IT Purchasing, Mobile devices including tablet solutions, and business integration
• Responsible for Incident management and work closely with Problem and Change management to improve processes
• Manage P&L for department as well as budget for all end user hardware acquisitions across entire organization
• Establish best practice methodology to ensure the maturation of the IT Support function
• Provide Executive Management with information needed to make overarching strategic decisions
Accomplishments
• Created and established a new strategic organizational structure based on industry best practice and business need
• Consolidated reporting structure to a functional enterprise model away from a redundant regional structure.
• Established universal standards for Help Desk methods, Field Support processes, and hardware procurement
• Successfully engaged the business in a pilot of Windows 7 and Microsoft Office 2010 using Microsoft approved standards for implementation.
• Lead the IT project team to deliver needed IT resources to the overall business project for Open Enrollment 2012
• Implemented initial integration efforts with Cigna after the purchase of HealthSpring to ensure smooth transitional period as needed
Sr. Manager, End User Computing, Wright Medical Technology, Arlington, TN – January 2011 – May 2012
• Responsible for the activities of a 24x7 enterprise support organization providing End User support for Desktops, Laptops, Help Desk Service, Mobility, and IT User Facing Strategy
• Manage 12 full time employees
• Responsible for customer satisfaction for IS/IT.
• Provide budgetary recommendations and managed individual group budget based on P&L statements
• Provide actionable reports on IT functionality to Executive Management
• Determine long term strategic structure of Support Organization utilizing new and emerging technologies enabling number of users supported to rapidly increase while keeping support costs flat
Accomplishments
• Consolidated mobile device procurement and support in one organization saving costs and creating efficiencies
• Implementing a virtual desktop system to provide end-to-end security of corporate data, reduce hardware costs, and leverage new and emerging technologies for remote workers
• Developing a new mobile device strategy to replace Rim Blackberry devices with Android and iOS smart phones while maintaining the same level of security and providing advanced features, such as remote desktops via small portable devices
• Developed and implemented a system wide customer satisfaction survey process
• Created a comprehensive employee training and evaluation process
• Creating a true single point of contact support center to provide complete end-to-end support for internal customer support
• Provided email to 400 sales and distribution partners, increasing the number of supported users on that system by 50% without the need to increase personnel to support the system by leveraging remote support and automated systems
Help Desk Manager, Methodist Le Bonheur Healthcare, Memphis, TN – July 2008 – January 2011
• Responsible for the activities of a 24x7 enterprise support desk providing IT Clinical and Non-Clinical systems support for the largest health care provider in the Mid-South region
• Manage 20 full time employees over three shifts
• Responsible for customer satisfaction for IS/IT
• Make budgetary recommendations and managed individual group budget based on P&L statements
• Provide actionable reports on IT functionality to Executive Management
Accomplishments
• Implemented an ITIL based Service Management System and moved the IT organization closer to ITIL best practice
• Developed and implemented a system wide customer satisfaction survey process
• Created a comprehensive employee training and evaluation process
• Developed and Implemented a Service Level Management system and review process
• Managed the project task with the installation of a Voice over IP system for the Help Desk to enable more flexible use and deployment of Help Desk/Service personnel
• Tasked to develop plans for the implementation of Change and Problem management as well as Service Request Management for all of IT
Global Help Desk Manager, Harrah’s Entertainment, Inc, Memphis, TN — January 2006 – July 2008
• Managed the day-to-day activities of the Global Help Desk for Harrah’s Entertainment.
• Provided overall management for a group of 40 Help Desk Professionals, 10 directly, 30 indirectly
• Responsible for the overall internal customer satisfaction for Global IT
• Assisted the Director of Help Desk/Change Management in planning overall direction and structure of the department
• Developed and maintain the budget for areas of responsibility
• Served as Acting Director in the Director’s absence
• Served as project manager/sponsor for ITIL Implementation
• Provided status reports on incidents to Executive Management
Accomplishments
• Created regular metrics reports for the enterprise detailing areas for improvement
• Managed the IS Phone Switch and IVR Menu consolidation
• Created a remote disaster recovery/business resumption failover location in Las Vegas and Atlantic City
• Developed and managed a support process improvement initiative
• Applied ITIL principles of Service Management to reduce inefficiencies and promote proper service levels
• Implemented a Work Force Management software system to aid in scheduling, monitoring, and managing phone staff
• Member of project team that implemented Mentoring program for Harrah’s
System Support Manager, U.S. Xpress, Chattanooga, TN — September 2004 - December 2005
• Managed the day-to-day activities of the Systems Support group for US Xpress. Group included Help Desk, Desktop Support, and IT Purchasing consisting of 3 direct and 12 indirect reports
• Responsible for measurement of internal customer satisfaction for IT
• Assisted VP of Technology Services in planning long-term goals of the Information Technologies.
• Served as project manager/sponsor for Support Central Shared Services initiative
• Budgetary and P&L responsibility for support organization including overall budgeting of PC resources
• Acted as VP In the absence of VP
• Responsible for investigating and implementing new technologies
• Issued Requests for Proposals and Requests for Bids for software, hardware, and services
• Business owner of access security process for Sarbanes-Oxley audit compliance
Accomplishments
• Designed and re-engineered the support organization
• Organized department and applied ITIL principles of Service Management
• Drafted support policies to comply with Sarbanes-Oxley
• Headed IT Sarbanes-Oxley compliance project
• Worked closely with IT and IS Departments and created PC standards
• Created and applied true Service Level Management for IT response and resolution of issues
• Initiated PC Life Cycle and Inventory processes that allowed for tighter control of company assets
• Created a Desktop Imaging process that allowed for the fast recovery of operating system and applications in the event of a system failure
Help Desk Manager, Oakwood Homes, Inc., Greensboro, NC — March 1997 - May 2004
• Responsible for the overall management of the Help Desk, consisting of 14 Help Desk Technicians
• Maintained planning, scheduling, organizational responsibility for all IT Support functions
• Managed the enterprise data center as well as Data Center Operations
• Assisted with troubleshooting various problems and provided some second level support
• Worked closely with second and third level support personnel to ensure a high level of customer service
• Primary point of escalation for all hardware or software issues
Accomplishments
• Consolidated five separate Help Desks into a single point of contact
• Created comprehensive Service Level Agreements with the user community
• Maintained a series of reports for management concerning the overall operation of the helpdesk
• Created a consolidated Documented Processes and procedures manual for the Help Desk
PROFILE
A dedicated and knowledgeable, customer service-oriented management professional with a background in best practice implementation and organizational architectural development and design. I have successfully guided organizations through change while establishing a solid infrastructure for future growth. I understand the importance of getting the right people in the right positions and can motivate them to do their best work for the company. Also, I am constantly aware and mindful of industry and technological trends and able to provide leadership needed to navigate cutting edge technology while minimizing unnecessary risk to the business. Finally, I am committed to be continually focused on balancing the needs of the business with the needs of the customer and controlling infrastructure costs by aligning Information Technology and Systems with emerging business needs.
ACCOMPLISHMENTS
Speaker at HDI conferences (------------) Speaker at ICMI Conference (------------) Former President – Memphis HDI Local Chapter Former Member - Strategic Advisory Board - HDI
Member - itSMF (------------)
EDUCATION
• Colorado Technical University – Doctoral candidate
o Concentration - Global Leadership
o Research Focus – Leadership Power Usage and its Impact on Self-Efficacy
• Colorado Technical University, Colorado Springs, CO — Executive MBA, May 2010
EXPERIENCE
Manager, End User Computing – Wipro Ltd., Nashville TN – December 2018 – July 2019
• Manage Global Desktop Support and Depot Services for Change Healthcare as a Managed Service
• Manage SLA Adherence and Performance for Desktop Support to meet contractual obligations
• Responsible for the relationship with the Incumbent for Desktop Support and Depot Services
• Establish best practice and implement constant improvement policies for meeting and exceeding expectation
• Establish and share metrics to ensure Wipro is meeting contractual obligations
Accomplishments
• Member of successful transition team from incumbent to Wipro
• Successfully performed “go live” on agreed date and time
• Reduced incumbent backlog from over 8000 existing tickets to under 500 in 60 days
• Provided feedback to strengthen Remote Desktop to enable more Shift-Left opportunities
Manager, Production Support – Fresenius Medical, Nashville TN – January 2018 – December 2018
• Manage the Second Level Desktop, Infrastructure, and Networking Support team as well as the User Security and Provisioning team
• Responsible for the relationship with the third-party outsourced vendor for first level support
• Provide the Shared Services division of IT with data needed to perform root cause analysis of major outages
• Establish metrics to ensure outsourcing vendor is meeting contractual obligations
Accomplishments
• Consolidated multiple outsourcing vendor model to two primary vendors
• Developed standard KPIs for the Shared Services organization
• Transitioned Provisioning from a manual process to begin using automation tools
• Created quality program for call and ticket handling
Help Desk Senior Manager – NTT Data Service, Nashville TN – April 2017 – December 2017
• Responsible for the management of the US region End User Support organization for the Client
• Manage SLA Adherence and Performance for the Service Desk to meet contractual obligations
• Responsible for the management of the user support organization for the client, focused on complete end to end processing
• Establish global best practice methodology to ensure the maturation of the IT Support function
• Provide Executive Management with information needed to make overarching strategic decisions
Accomplishments
• Instituted global satisfaction survey review process
• Reduced Average Speed of Answer from SLA Breach status
• Increases customer satisfaction scores by 10%
• Increased First Contact Resolution by 15%
Senior Consultant – HCL America, Nashville TN – November 2014 – February 2017
On Site at a Major Financial Company
• Assisted with the daily operations of Release Management office in Americas division
• Lead weekly Change Advisory Board meeting
• Represented the division in Global Change Advisory Board
• Report issues to the regional Stakeholders Review Board
• Recommended process improvements to quicken change approvals
• Ensure proper documentation to meet Sarbanes-Oxley and other financial reporting requirements.
Accomplishments
• Introduced US Change Calendar Cycle to reduce number of planned outage weekends
• Produced Standard Operating Procedures documentation which was used globally
• Decreased Break/Fix changes by 25% through Expedited change process
• Introduced standard change notification process to ensure all departments knew change schedule
IT Assistant Director – Customer Support Services, Metropolitan Government of Nashville and Davidson County, Nashville TN – April 2013 – July 2014
• Responsible for the management of the user support organization of Metro Nashville, focused on complete end to end processing
• Areas of responsibility include Field Support, Service Desk, deployment, vendor management, device lifecycle, and user support strategy
• Manage CSS division across multiple Metro locations and multiple functions including on-site and remote support, Help Desk, device deployment and customer support strategies
• Responsible for Incident and Change management and work closely with ITS management to improve processes
• Architect best practice methodology to ensure the maturation of the ITS Support function
• Provide Executive Management with information needed to make overarching strategic decisions
Accomplishments
• Created and established a new strategic organizational structure based on industry best practice and business need
• Established a new dispatch model to allow more efficient use of Metro Customer Support staff
• Successfully revamped Desktop Support inventory processes to streamline and correct process issues preventing efficient tracking of resources
• Assumed responsibility for Tablet RFP and successfully completed the first round of RFP selections
• Assumed responsibility for the ITS @YourService initiative and began the process of moving ITS even closer toward a customer focused culture.
• Began the implementation of Microsoft Service Manager to end of life Service Desk Express incident management system
• Oversaw the final stages of the Windows XP migration to Windows 7, including mitigation of remaining Windows XP devices and the overall communication plan
IT Support Manager, HealthSpring, a Cigna company, Nashville TN – May 2012 – April 2013
• Responsible for the management of the user support organization, focused on complete end to end processing
• Areas of responsibility include Field Support, Work at Home support, Procurement and vendor management, device lifecycle, and user support strategy during Cigna integration
• Manage 33 full time employees across seven manned sites and multiple functions including on-site and remote support, Help Desk, IT Purchasing, Mobile devices including tablet solutions, and business integration
• Responsible for Incident management and work closely with Problem and Change management to improve processes
• Manage P&L for department as well as budget for all end user hardware acquisitions across entire organization
• Establish best practice methodology to ensure the maturation of the IT Support function
• Provide Executive Management with information needed to make overarching strategic decisions
Accomplishments
• Created and established a new strategic organizational structure based on industry best practice and business need
• Consolidated reporting structure to a functional enterprise model away from a redundant regional structure.
• Established universal standards for Help Desk methods, Field Support processes, and hardware procurement
• Successfully engaged the business in a pilot of Windows 7 and Microsoft Office 2010 using Microsoft approved standards for implementation.
• Lead the IT project team to deliver needed IT resources to the overall business project for Open Enrollment 2012
• Implemented initial integration efforts with Cigna after the purchase of HealthSpring to ensure smooth transitional period as needed
Sr. Manager, End User Computing, Wright Medical Technology, Arlington, TN – January 2011 – May 2012
• Responsible for the activities of a 24x7 enterprise support organization providing End User support for Desktops, Laptops, Help Desk Service, Mobility, and IT User Facing Strategy
• Manage 12 full time employees
• Responsible for customer satisfaction for IS/IT.
• Provide budgetary recommendations and managed individual group budget based on P&L statements
• Provide actionable reports on IT functionality to Executive Management
• Determine long term strategic structure of Support Organization utilizing new and emerging technologies enabling number of users supported to rapidly increase while keeping support costs flat
Accomplishments
• Consolidated mobile device procurement and support in one organization saving costs and creating efficiencies
• Implementing a virtual desktop system to provide end-to-end security of corporate data, reduce hardware costs, and leverage new and emerging technologies for remote workers
• Developing a new mobile device strategy to replace Rim Blackberry devices with Android and iOS smart phones while maintaining the same level of security and providing advanced features, such as remote desktops via small portable devices
• Developed and implemented a system wide customer satisfaction survey process
• Created a comprehensive employee training and evaluation process
• Creating a true single point of contact support center to provide complete end-to-end support for internal customer support
• Provided email to 400 sales and distribution partners, increasing the number of supported users on that system by 50% without the need to increase personnel to support the system by leveraging remote support and automated systems
Help Desk Manager, Methodist Le Bonheur Healthcare, Memphis, TN – July 2008 – January 2011
• Responsible for the activities of a 24x7 enterprise support desk providing IT Clinical and Non-Clinical systems support for the largest health care provider in the Mid-South region
• Manage 20 full time employees over three shifts
• Responsible for customer satisfaction for IS/IT
• Make budgetary recommendations and managed individual group budget based on P&L statements
• Provide actionable reports on IT functionality to Executive Management
Accomplishments
• Implemented an ITIL based Service Management System and moved the IT organization closer to ITIL best practice
• Developed and implemented a system wide customer satisfaction survey process
• Created a comprehensive employee training and evaluation process
• Developed and Implemented a Service Level Management system and review process
• Managed the project task with the installation of a Voice over IP system for the Help Desk to enable more flexible use and deployment of Help Desk/Service personnel
• Tasked to develop plans for the implementation of Change and Problem management as well as Service Request Management for all of IT
Global Help Desk Manager, Harrah’s Entertainment, Inc, Memphis, TN — January 2006 – July 2008
• Managed the day-to-day activities of the Global Help Desk for Harrah’s Entertainment.
• Provided overall management for a group of 40 Help Desk Professionals, 10 directly, 30 indirectly
• Responsible for the overall internal customer satisfaction for Global IT
• Assisted the Director of Help Desk/Change Management in planning overall direction and structure of the department
• Developed and maintain the budget for areas of responsibility
• Served as Acting Director in the Director’s absence
• Served as project manager/sponsor for ITIL Implementation
• Provided status reports on incidents to Executive Management
Accomplishments
• Created regular metrics reports for the enterprise detailing areas for improvement
• Managed the IS Phone Switch and IVR Menu consolidation
• Created a remote disaster recovery/business resumption failover location in Las Vegas and Atlantic City
• Developed and managed a support process improvement initiative
• Applied ITIL principles of Service Management to reduce inefficiencies and promote proper service levels
• Implemented a Work Force Management software system to aid in scheduling, monitoring, and managing phone staff
• Member of project team that implemented Mentoring program for Harrah’s
System Support Manager, U.S. Xpress, Chattanooga, TN — September 2004 - December 2005
• Managed the day-to-day activities of the Systems Support group for US Xpress. Group included Help Desk, Desktop Support, and IT Purchasing consisting of 3 direct and 12 indirect reports
• Responsible for measurement of internal customer satisfaction for IT
• Assisted VP of Technology Services in planning long-term goals of the Information Technologies.
• Served as project manager/sponsor for Support Central Shared Services initiative
• Budgetary and P&L responsibility for support organization including overall budgeting of PC resources
• Acted as VP In the absence of VP
• Responsible for investigating and implementing new technologies
• Issued Requests for Proposals and Requests for Bids for software, hardware, and services
• Business owner of access security process for Sarbanes-Oxley audit compliance
Accomplishments
• Designed and re-engineered the support organization
• Organized department and applied ITIL principles of Service Management
• Drafted support policies to comply with Sarbanes-Oxley
• Headed IT Sarbanes-Oxley compliance project
• Worked closely with IT and IS Departments and created PC standards
• Created and applied true Service Level Management for IT response and resolution of issues
• Initiated PC Life Cycle and Inventory processes that allowed for tighter control of company assets
• Created a Desktop Imaging process that allowed for the fast recovery of operating system and applications in the event of a system failure
Help Desk Manager, Oakwood Homes, Inc., Greensboro, NC — March 1997 - May 2004
• Responsible for the overall management of the Help Desk, consisting of 14 Help Desk Technicians
• Maintained planning, scheduling, organizational responsibility for all IT Support functions
• Managed the enterprise data center as well as Data Center Operations
• Assisted with troubleshooting various problems and provided some second level support
• Worked closely with second and third level support personnel to ensure a high level of customer service
• Primary point of escalation for all hardware or software issues
Accomplishments
• Consolidated five separate Help Desks into a single point of contact
• Created comprehensive Service Level Agreements with the user community
• Maintained a series of reports for management concerning the overall operation of the helpdesk
• Created a consolidated Documented Processes and procedures manual for the Help Desk