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Experienced professional with over 15 years of leadership, change agent, and management experience. Possesses an extensive background in Information Technology, Project Management, Product Management, Service Desk, Customer Service Operations, Vendor Management, Finance, and IT Strategy. Year-over-year track record of improving IT, managing a $14M yearly budget. An excellent collaborator and negotiator leading to project finishing on time, and on budget. Builds consensus with the team as both a leader and an advocate, developing them to their highest potential.CORE COMPETENCIES IT Leadership Program Management, Project Management Product Management Visionary Leader Strategic Thinker Training and Development IT Support Management KPIs and MetricChange Agent Compliance Initiatives Standards Implementation Application Integration Executive Presentations Business ContinuityProcess Improvement Global Enterprise Help Desk Self Service & UX AdvocateCERTIFICATIONS - AIPMM Product Manager, Certified HDI Support Center Director, Agile Scrum Master, Agile Product Owner, MCSE, CompTIA Network+, ITIL Foundation, CompTIA A+TRAININGS - Agile Scrum Master; Agile Product Owner; Product Management, Project Management, JAMF & SCCM, Big Data, HDI Director Training, HDI Customer Service Manager TrainingTECHNOLOGIES - Beyond Trust Remote Support, SmartSheets, Canvanizer, macOS, MS Office, MsTeams, Windows 10, SCCM Server, Jamf, Jira, Aha!, Roadmunk, Lucid Chart, Workplace, Adobe Captivate, Confluence, Slack, Jabber, Lean Kit, Zoom, WebEx, Balsamiq, ServiceNow, Ubuntu Linux, Box, Glip, Salesforce, Google Apps Administration, Apple IOS, BetterWorks, Workday, and Apple Business ManagerCONSULTING - Member of the Advisory Council for the Big Data Certificate Program at Cal State East Bay Continuing Education
Walmart.Com
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Senior Manager 2, Assoicate Digital ExperienceWalmart.Com 2012 - Present• Built and managed multiple teams in different locations, with different areas of concentration, and lead them to have a disciplined “change/engineering process” and an ingrained customer first “product mindset”.• Award-winning Product Manager, Product Owner, Technical Program Manager, and Project Manager over the Mac@Walmart global initiative covering 20,000 MAC devices and lead the “Modern Management” movement for Windows 10 deployment. Recognized for changing the environment and bringing in new technology to the ecosystem.• Spearheaded the integrated data sharing between Service Now, Jamf, Flexera, and an internal “data lake” that assists other teams in reporting and building automation for their tools.• Moved all JAMF (MDM solution for Mac) to the cloud and negotiated a savings of $451,000 while adding on some extra services. • Performed in-depth due diligence, risk analysis, and comprehensive short/long term integration (alignment, on-boarding, and retention) for 14 mergers and acquisitions. • Generated over $2 million in cost savings and cost avoidance through “persona-based” computing.• Negotiate and manage vendor contracts, create and monitor budgets, procure and manage all computer equipment.• Negotiated a new lease for the Mac Laptops saving $10 million over 3 years.• Implemented the computer peripheral vending machine yielding a 20% reduction in tickets.• Led the Beyond Trust implementation in Walmart, modernizing the support team’s toolset and saving the company $120,000.• Implemented a work from anywhere strategy for my team long before the pandemic.• Improved the UX experience by developing and conducting industry-leading customer surveys and measuring KPIs
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It Manager - Service Desk & Call CenterWalmart.Com 2010 - 2012• • Supervised and mentored a team of 15 and managed up to 20 staff including performance reviews.• Transformed Walmart’s Help Desk into a truly global enterprise service desk in the e-commerce space, supporting 6,000 internal employees,15,000 customer service agents, and increasing first-time call resolution.• Implemented a successful “level 1” offshore program in India decreasing customer complaints.• Developed and implemented a project that built self-service solutions utilizing ServiceNow, JAMF, and SCCM technology and upgraded the ticketing system to monitor the $10 million dollar purchases of laptops per year.• Lead the integrations on a “one company” Windows and Mac image, breaking down company silos.
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Sr. SupervisorWalmart.Com 2009 - 2010• Senior Supervisor oversaw daily operations of the Service Desk and Call Center Desks.• Served as the escalation lead for all team members, trained staff, and was the IT project manager/scrum master.• Launched the ITSM roll out establishing the ServiceNow upgraded from Remedy.• Implemented on-premise versions of Jamf and SCCM into the Walmart environment. • Rolled out the Windows 8 and Windows 10 environments, updating from legacy systems like Windows 7.
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Team LeadWalmart.Com 2007 - 2009• Senior Supervisor, oversaw daily operations of the Service Desk and Call Center Desks.• Served as the escalation lead for all team members, trained staff, and was the IT project manager/scrum master.• Launched the ITSM roll out establishing the ServiceNow upgraded from Remedy.
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Lead Desktop Support EngineerBae 2005 - 2007London, Gb• Served as a member of the IT team that provided support and maintenance for desktops, laptops, and printers to a base of over 2,000 users, and 5,000 devices.• Earned recognition for closing the largest number of tickets (200%) and having the highest customer survey satisfaction results in the entire team.• Served as the only Mac desktop engineer. -
Hr Manager And Desktop EngineerConvoii 2004 - 2005Start-up CompanyBuilt the HR department from the ground up. Performed all HR duties (recruiting, hiring, terminations, benefits, compliance, and payroll). Performed all Desktop Support Engineer duties. Installed, configured, and managed the HRIS systems, Payroll systems, and desktops. The company dissolved and assets were moved to Texas.
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It Manager And Customer Service ManagerTelaccess 2003 - 2004This was a start-up that grew through acquisitions and finally was acquired. Responsible for managing the Customer Service, IT departments, web development department, and part of the mergers and acquisition team. The company grew from 10 to 100 employees. Maintained and managed Web servers, DNS servers, and Mail Servers. Supported 1,000 customers in an ISP environment and developed/maintained 300 websites for customers. The company was acquired by another company in Los Angeles.
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System EngineerSmartforce 2000 - 2003The first e-learning company. Supported 300 users including executives, managers, and staff. Installed configured, repaired and maintained servers, desktops, laptops, PDA’s and other hardware. Handled all MACDs on all telecommunications services, PBXs and cell phones. Managed the Exchange server, Primary Domain Controller, content servers, Cisco routers and backup devices. Managed all the physical aspects of moving and disposal of assets for the relocation of the corporate office, due to merger with a New Hampshire company.
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Web Developer And DbaWomen.Com 1999 - 2000Web developer for "channel pages" and then promoted to the database administrator. The company was purchased by another company.
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Accounting ControllerItoham America, Inc 1987 - 1999Second largest ham and sausage maker in Japan. Started off HR analyst, moved to IT engineer, then promoted to HR Manager, moved over to Export Manager, promoted to IT Manager, then promoted to Controller.
Anthony Durham Skills
Anthony Durham Education Details
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Notre Dame De Namur UniversityEntrepreneurship/Entrepreneurial Studies -
University Of New OrleansSocial Psychology/Economics
Frequently Asked Questions about Anthony Durham
What company does Anthony Durham work for?
Anthony Durham works for Walmart.com
What is Anthony Durham's role at the current company?
Anthony Durham's current role is AIPMM Certified Product Manager and Certified HDI Support Center Director.
What is Anthony Durham's email address?
Anthony Durham's email address is an****@****.com.br
What is Anthony Durham's direct phone number?
Anthony Durham's direct phone number is +165083*****
What schools did Anthony Durham attend?
Anthony Durham attended Notre Dame De Namur University, University Of New Orleans.
What skills is Anthony Durham known for?
Anthony Durham has skills like Certified Scrum Master, Itil V3 Foundations Certified, Certified Scrum Product Owner, It Service Management, Help Desk Management, Desktop Support Management, Microsoft Office, Customer Service, Windows, Red Hat Linux, Vmware, Bmc Remedy.
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