Alan Cherry Email & Phone Number

Pontiac, Mi

Management of the transition process of clients that outsource their IT Infrastructure management to HP Enterprise Services. Assisted in the overall on-boarding process from signing of contract through UAT/CAT and steady-state operations by managing the transition and transformation processes for bringing the management of client’s IT Infrastructure into HP's global ITIL based Enterprise Service Management architecture. As a Business Analyst, gathered information from current Enterprise… Show more Management of the transition process of clients that outsource their IT Infrastructure management to HP Enterprise Services. Assisted in the overall on-boarding process from signing of contract through UAT/CAT and steady-state operations by managing the transition and transformation processes for bringing the management of client’s IT Infrastructure into HP's global ITIL based Enterprise Service Management architecture. As a Business Analyst, gathered information from current Enterprise Service Management clients on the services and tools utilized in the delivery of the ITO services and mapped the migration requirements from legacy EDS DW SDA (Digital Workflow Service Delivery Automation) environments into HP’s Standard Reference Architecture (SRA) global delivery environment as part of HP’s Tools Rationalization and Account Migration (TRAM) Program. Managed setup operations for infrastructure monitoring and Service Desk. Interfaced and coordinated effort with HP’s off-shore resources in India for assignment and review of tasks as part of the overall team used in these projects. Show less

Managed a team of senior level field service technicians and consultants supporting business critical Alpha/VMS, HP-UX, Blades, and Windows Servers, HP EVA Storage Arrays including large SAN and cluster environments, and Cisco networking products for large customers in southeast Michigan, such as Detroit Edison (DTE), University of Michigan, EDS, Ford, Detroit Medical Center, University of Michigan Medical Center, Bank of America, JP Morgan Chase, and Dow Chemical.Key Achievements:•… Show more Managed a team of senior level field service technicians and consultants supporting business critical Alpha/VMS, HP-UX, Blades, and Windows Servers, HP EVA Storage Arrays including large SAN and cluster environments, and Cisco networking products for large customers in southeast Michigan, such as Detroit Edison (DTE), University of Michigan, EDS, Ford, Detroit Medical Center, University of Michigan Medical Center, Bank of America, JP Morgan Chase, and Dow Chemical.Key Achievements:• Effectively managed a balance of customer satisfaction, employee satisfaction, and maximizing profitable revenue while developing creative solutions to meet customer and company objectives.• Leveraged customer relationships to increase account revenue and develop custom support solutions, including a large global $80M, eight-year support contract.• Developed training tools and rollout of new remote system monitoring application used to decrease cost of service delivery, improve productivity, and increase value-add of support services.• Delivered a number of “Fix and Find” Seminars to field service engineers to better leverage customer relationships towards seeking additional revenue opportunities through consultative approaches. Increased additional Services Sales Revenue by $1M annually.• Startup implementation and Project Management of large $30M annual Managed Print Services contract.• Management of Help Desk and Desktop Support teams for Ford Motor Company in Dearborn, MI.• Consistently met or exceeded performance metrics of District measuring efficiency, customer satisfaction, and revenue growth.• Drove performance improvement processes in logistics, support call center, and field personnel.• Fostered employee development by focusing on both technical and soft skills, providing increased customer satisfaction as well as employee satisfaction, allowing for employee growth, promotion, and added value to the company. Show less

Xerox Connect was a divsion of Xerox, bought from XL Connect, focusing on IT solutions.

Key Achievements:• Locally developed Service Call Management System and rolled out as it became accepted as company standard that remained in use for over 20 years. Managed Service Support Call Center personnel during initial years of application development, improving call center processes and efficiency.• Rollout and ongoing management of Network Services, including Network Management services for central and western regions in the US. Developed, managed delivery, and P&L… Show more Key Achievements:• Locally developed Service Call Management System and rolled out as it became accepted as company standard that remained in use for over 20 years. Managed Service Support Call Center personnel during initial years of application development, improving call center processes and efficiency.• Rollout and ongoing management of Network Services, including Network Management services for central and western regions in the US. Developed, managed delivery, and P&L responsibility for $10M in annual new business.• Delivered technical consulting services for system management, network management, and network design and implementation services.Positions held during career at DEC:• Regional Network Management Services Manager, 1987 - 1997• Network and Systems Integration Sales Support, 1986 - 1987• Network Services Sales Support and Consultant, 1984 - 1986• Service Support Call Center Manager, 1981 - 1984• Product Support Engineer, 1977 - 1981• Field Service Engineer, 1975 - 1977 Show less

Hp Education Services - Exin, Itil Essentials

Network Technologies

Network Focused Technical College 4 Week Graduate Level concentrated program

Bachelors, Computer Science

Certificate, Computer Technology