Aaron Riffe Email & Phone Number

Plano Tx

Ownership of the account ITIL Service Management operation procedure for problem management. Responsible for daily, weekly, monthly, and quarterly reporting and trending problem data. Worked with internal teams and customer to resolve identified issues to prevent recurrences of the same issues. Assisted and served as backup resources for other service management roles and responsibilities for asset, change, incident and request management processes. Provided service management leadership, mentoring/coaching of junior service managers, train and transition new members to the team. Assisted account delivery through leadership of daily internal operations meetings and participate and lead account/customer operations and problem review meetings. Work with the assignee groups for complete problem management record data and completion of task and related action items.

Plano, Tx

Acquired by NTT DATA 2016.

Acquired by Dell Services 2009.

Provide transition / project management services for companies outsourcing their IT operations into the Perot System Infrastructure Solutions organization utilizing Perot Systems various methodologies to ensure quality delivery. Specialty areas include Project Management Methodologies (PMI) and Service Desk ensuring compliance and in line with Desk Side Services, Service Management, mergers and acquisitions transition projects as required. Develop Project Management deliverables for all phases of the project lifecycle including project business requirements, success criteria, project schedules, quality, change control, communications plans, post project reports, etc. Facilitated and documented project scope, initiation, planning workshops, and all project team meetings. Worked extensively with technology experts to ensure successful design, execution of project deliverables from all IS service offering areas and financial modeling.

Interfaced with all levels of customer relations, internal management staff and cross-functional teams. Managed service organization (50+ personnel) supporting Large Enterprise Commercial Accounts, Corporate Internal Services, and Smaller Leveraged Commercial Accounts. Established and migrated the Corporate Internal Services and Smaller Leveraged Commercial Accounts to Noida, India to meet customer expectations and company financial savings. During the transition, including a three-month international TDY, successfully placed all domestic resources into open positions without losing any resources during the migration to India while maintaining all SLA’s for multiple accounts.