Baron Winn , Itil V3 W/ Csi, Service Manager Email & Phone Number

Plano, Tx, Us

Plano, Texas

Problem and Service Level Management.

Plano, Texas

Created and maintained 40+ operational reports for distribution to customer, internal support teams and management.Facilitated meetings; customer facing and internal.Performed Service Management according to ITIL framework:• Incident• Problem• Change• Request• Asset• Continual Service ImprovementParticipated in on-call rotation for Situation Management / high severity incidents.• Distributed communications, documented problem records and facilitated calls.Proactively tracked Service Levels and KPI’s on a daily basis.Managed small projects: planned implemented, assigned resources and closed.

Plano

• Coordinated third party technicians for customer’s 65 remote locations that did not have onsite support• Audited vendor billing to check for discrepancies in monthly service charges• Assisted the Network and Desktop support teams with various projects such as operating system upgrades, setting up new customer locations and domain name changesMajor Accomplishments• Introduced a process to combine the billing for replacement parts and labor charges showing the cost effectiveness of replacing outdated equipment instead of performing repeated repairs on the same devices which resulted in an overall cost savings of $37,000 in the first year

Plano, Texas

• Assisted customers with various IT issues via phone and email support• Trained new hires, documented new procedures as needed and authored training manuals when support requirements changedMajor Accomplishments• Maintained a high metric count and was in the top tier of measured KPI’s and metrics for my group.