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I.T. PROJECT MANAGER/CONSULTANT
I.T. operations project manager with 9 years hands-on experience in I.T. project management, end user service support, aligning processes with support structures, developing standard processes to improve client objectives.
Track record providing successful initiatives in the following areas:
Operational excellence: Implementation of ITIL/ITSM processes. Successful transition between level 1 operations support for client, implementing business requirements, and improve day to day end user support operations by understanding customer needs and creating processes to improve efficiency and end to end customer experience.
Leadership: Demonstrate leadership traits by contributing to strategic and tactical objectives during project phases. Provide direction using ITIL methodologies.
CAREER HISTORY
BRITISH TELECOM, Cincinnati, OH 2009 - Present
Consultant/ End User Services Support (Process Lead) - Procter and Gamble (Client)
Provide direction for level 1 operational support groups including project management, project activity coordination, order fulfillment, technical support and client support. Develop and execute cross functional, ITIL- based processes to improve operational efficiencies.
Provide process support and consultation experience.
Develop process flows used by level one for order fulfillment, incident management within mobility services.
Execute ITIL process resulting in an improvement in SLA figures.
Identified cost savings of $25,000 annually, contributing to revenue in the Mobility space.
HEWLETT PACKARD, Cincinnati, OH 2006 - 2008
ITO Consultant – Procter and Gamble (Client)
Provide support for call center operations at client site. Led operational support groups for PBX infrastructure, call recording technology, quality assurance, calling card inventory/order/fraud management, call center application support.
MOBILE TELEPHONE NETWORKS 2004– 2006
I.T. Support Manager
Provide I.T./ Telephony support for 400-seat call center....
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