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Date Created: 12/22/15
N EAL M ICHAEL G ARCY firstname.lastname@example.org (315) 391-6514 Phoenix, NY 13135 A CCOMPLISHED IT M ANAGER Solutions driven IT leader with deep experience in driving down costs and identifying areas to eliminate waste in order to maximize profits. Demonstrated success in optimizing systems to create solutions for customers, spearheading adaptations to ongoing technological advances to meet diverse organizational needs. Track record of providing world-class customer service to win clients while cultivating stellar company image. Exceptional ability to communicate complex information orally and verbally as evidenced by role as technical leader for IT initiatives and 10 years as college-level instructor for computer science. Collaborative approach unites all organizational levels in creating technology infrastructure to enhance operations with particular expertise in building strong relationships with internal teams, customers and vendors. A proven team player. Skilled at creating and implementing innovative approaches that deliver increased productivity and cost reductions. Areas of expertise: ITSTRATEG– ERVICD ELIVERMANAGEMENT– LIENTSERVICMANAGEMENT– LIENTRELATIONSHBUILDIN-COSTREDUCTIO– PROJECMANAGEMENT– WORKFLOWPRIORITIZATI– ATAANALYSI– CHANGEMANAGEMENT–INCIDENM ANAGEMENT– TECHNICASUPPOR/ANALYSI– ITNFRASTRUCTU/D ESIG–PROCESIMPROVEMENT– ERSONNEM ANAGEMENT– EGOTIATIOSTRATEG– N EEDA SSESSMEN– UDGETIN–P ROCUREMEN–T EAMBUILDIN/TRAININ-PRESENTATIOSKILL-MSO FFICSUITE-REMEDY PROFESSIONAL E XPERIENCE CAYUGA COMMUNITY C OLLEGE – Auburn/Fulton, NY 2002 to Present Two-year college in the State University of New York system. ADJUNCT INSTRUCTOR Conduct classes in college’s Computer Science Discipline at Auburn and Fulton campuses: The Internet, Windows Operating System, Computer Literacy, Help Desk and Call Center Fundamentals, Firewalls and Network Security, Business Application Software (MS Office 2010). Teach up to 3 classes per semester, with up to 25 students per class. Designed curriculum for Help Desk and Call Center Fundamentals, Firewalls and Network Security, Business Application Software, including developing all tests and creating supplemental course materials focusing on practical business examples. Won approval of classes in part due to ability to incorporating professional IT experience into teaching methods. Chosen for college’s Computer Information Systems Advisory Committee, charged with reviewing curriculum to assess business/industry trends to integrate into classroom activities, approving/removing classes, and critiquing student presentations. Panel consists of up to 25 members, including industry professionals and instructors from other colleges. COMPUTER SCIENCES C ORP.– Syracuse, NY 2000 to 2011 World-class information technology outsourcing company with locations in 60 countries, 90K employees. CLIENT SERVICESM ANAGER /SERVICE DELIVERYM ANAGER (2005 to 2011) Directed IT operations on site for Syracuse campus of Carrier, global leader in heating, air conditioning and refrigeration solutions. Ensured customer satisfaction was met for service delivery to 2K Carrier employees as liaison between Carrier and Computer Sciences Corp. (CSC). Interacted with all internal and external Line of Service (LOS) leads to resolve IT issues and to meet/exceed Service Level Agreements (SLA’s). Monitored $8M annual budget for Managed Desktop Services. Represented CSC Carrier Business Unit at monthly United Technologies Corp. (Carrier parent company) Shared Services Operations Support Committee for enterprise-wide issues. Served as Desktop Lead for Carrier Business Unit in North America/Puerto Rico. Led Service Recovery Teams for Desktop related issues. Managed a variety of desktop-related projects (ex: Desktop Refresh). Managed the local team of desktop technicians. Interim Change Manager, member of Change Management Team representing the Carrier Syracuse site and Desktop Line of Service. N EAL M ICHAEL G ARCY email@example.com (315) 391-6514 Phoenix, NY 13135 COMPUTER SCIENCES C ORP.– Continued Achieved multimillion-dollar savings companywide by initiating a process to reclaim/reuse software licenses from CSC computers removed from customer inventory following discovery that after re-imaging of devices new licenses were being purchased, essentially duplicating existing licenses. This also resulted in a new billable offering of Software License Management to the client. Developed, implemented and managed Syracuse Low Cost Service Delivery Center, involving all lines of service, resulting in multimillion-dollar labor cost savings by shifting positions from higher cost areas to take advantage of lower employee costs in Syracuse. Hired 40 employees initially in 2½ months to meet target date, added 20 more positions 6 months later. Main contact point between employees and remote Line of Service managers. Weekly status reports of varying complexity delivered to the Vice President level. Slashed $275K in terminal emulator software maintenance costs by choosing to renew a small number of strategically placed licenses instead of all 5K throughout U.S. after finding that maintenance was being performed by a handful of people nationwide and was not necessary to overall operations. Saved $220K in terminal emulator license fees by identifying less-costly alternative from new supplier that provided equal performance. Led the team for testing, adoption, and integration. D ESKTOPL EAD–N ORTH A MERICA (2004 to 2011) Coordinated/supervised daily activities of local technical desktop support staff (~15) and queue administrator at Carrier’s Syracuse campus. Primary contact for all desktop technicians on Carrier account for North America/Puerto Rico. Led projects involving technicians, management, and other lines of service. Designed training programs for technicians. Ensured satisfactory service levels for desktop support. Represented Service Delivery Manager at client meetings. Directed Desktop Refresh project, replacing approximately 2,500 devices on time/on budget by setting project milestones, creating project reports presented at meetings to gauge progress. Created/distributed active directory training program for ~ 50 desktop technicians. Implemented monthly team meeting via conference call involving all desktop staff throughout U.S., Puerto Rico, Canada, and Mexico to improve communication. Meetings provided staff with opportunity to discuss issues, technology upgrades, ask questions of senior managers invited as guest speakers. Managed increased workload for desktop technicians by securing temporary assistance from technicians assigned to other CSC sites or accounts to maintain and or exceed customer Service Level Agreements (SLA’s). SUPERVISOR DESKTOP SUPPORT (2003 to 2004) Led daily activities of local PC support staff and queue administrator at Carrier’s Syracuse campus. Managed service delivery related to desktop support of 2K PC’s, handled customers’ service requests for PC’s, peripherals, component replacement, software installation. Introduced weekly meetings involving PC support staff in response to low morale under previous manager, creating forum for employees to discuss job and personal issues relevant to entire staff; productivity doubled as a result of meetings leading to improved morale and work environment. SITECOORDINATOR (2000 to 2003) Provided IT consultation utilizing “voice of the customer” principles to address computing needs of up to 3,500 users at Carrier’s Syracuse campus, and 2K+ remote users. Ensured satisfactory service delivery, initiated service requests on customers’ behalf for PC’s, peripherals, component replacement, software installation. Conducted product research, obtained pricing information for non-standard components in compliance with service agreements. Followed service request through workflow chain to expedite completion, ensure accuracy. Overcame initial resistance from Carrier staff by building alliances through proactive customer service that assessed needs and offered customized solutions within CSC guidelines. Developed reputation as “go-to” source for technology, with ability to procure specialized equipment; as example, filled key customer’s highly specific technology needs by conducting in-depth research to identify and secure computer with video editing software, extra memory, exceptionally large storage capacity. N EAL M ICHAEL G ARCY firstname.lastname@example.org (315) 391-6514 Phoenix, NY 13135 TEKS YSTEMS – Syracuse, NY 2000 Leader in technology services. PCS UPPORTTECHNICIAN Led 5-person team on NT/Novell installation of 120 workstations for project at Liberty Mutual offices. Backed up user data, installed new workstations, migrated user data, configured workstations per customer specifications, tested for compliance, prepared documentation. M ULTIMED BILLINGSERVICESINC.– Syracuse, NY 1999 to 2000 Provider of financial services to volunteer fire departments. SYSTEMSSUPPORTSPECIALIST Directed IT services for a medical billing corporation. Created, documented, implemented Y2K backup for all servers by using ArcServe. Provided Access database maintenance, general hardware/software support, maintained anti-virus protection. Authored and introduced documentation for IT operational procedures relating to daily tasks, providing detailed structure for all employees. A DDITIONAL EXPERIENCE ANSI3.1SENIORH EALTHPHYSICT ECH NUMANCO ;TULS,OK/E NERGYSERVICESGROUP(FL) Provided training for new radiation workers, radiation job coverage (pre- and post-radiation, contamination, airborne surveys of work area, equipment, and personnel) at facilities throughout the East Coast. Performed personnel/equipment decontamination, maintained control points. ANSI18.1JUNIORH EALTHPHYSICT ECH ENERGYSERVICESGROUP(FL)/N IAGARAMOHAWK (OSWEGO,NY) Provided training for new radiation workers, maintained control points, assisted with personnel decontamination, provided equipment decontamination; performed radiation/contamination surveys in low dose areas; assisted senior health physics technicians at facilities throughout the East Coast and Nine Mile Point (NY) nuclear station. EDUCATION /TRAINING A.A.S., Computer Information Systems – Cayuga Community College – Auburn/Fulton, NY Cumulative GPA 4.0 – Summa Cum Laude Graduate Phi Theta Kappa Honor Society, Who’s Who Among College Students Six Sigma Green Belt – Computer Sciences Corp Currently training for Six Sigma Black Belt Professional Currently training for ITIL v.3 Foundation Certification
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