Bernie Rielag Email & Phone Number

Springdale, Ohio

• Introduced LAN as a Service (LaaS) for CBTS as an offering to top 15 Company. Implement & support an environment originally budgeted for 17 resources by managing a team of eight employees. Utilize Scrum framework and.
• Coordinated with the team to develop a program from scratch, including processes, standards, and tools.
• Implemented over 1400 devices across a major office and manufacturing campus with only one post-change incident over 14 months and minimal customer downtime/network outage.
• Achieved CBTS cost savings by utilizing hardware rental with OEM and increasing implementation/support efficiencies.
• Saved customer cost of more than $1M in the first year by reducing cost in hardware, implementation labor, and support.

Springdale, Ohio

• Managed team of 8-12 Project Managers. Developed and managed project plans, resource requirements, and budgeting by utilizing PMI Principles. Devised “Extreme Change Process” initially used by CBTS PMO and later.
• Developed processes and documentation for optimizing resource utilization within the PMO.
• Ensured business growth while focusing on large complex projects, including campus network refreshes in Cincinnati and Atlanta of over 900 and 150 devices respectively, implementation of global VPN solution across 8.
• Reduced the number of post-change incidents by 15%.

Erlanger, KY

• Managed the IT Customer Service Desk and Desktop support teams of 16 peopleo Improved the Service Desk 1st call resolution 20%, by revamping processes, support documents and initiating knowledge sharing among the IT.
• Oversaw the diagnosis and resolution of Flight Manifest Printers problemso 5-year-old problem that accounted for 25% of Service Desk Calls; o Reduction in manual oversight and repair of 30+ units in the CVG concourse.

Mason, Ohio

• Worked customers to design and solution IT support and technology services that best fit client needs, with a focus on Service Desk Support
• Costed support services, tools and transition costs for customers
• Scoped tools and processes appropriate for customer solution in line with ITIL framework
• Responded to customers with written documentation that included solution descriptions, and answering customer specific questions

Mason, Ohio

• Implemented Service Desk transitions for new customers from contract signature to go live
• Created and managed the project plan and timeline for new accounts
• Worked in large environments to review operational processes and procedures to facilitate cost reductions and productivity increases
• Developed training materials and conducted training for customers and service desk teams on incoming customer processes, tools usage, onboarding and software applications to increase Service Desk first call resolution

Mason, Ohio

• Diagnosed and Trouble Shot software and system problems in numerous corporate environments
• Experience in numerous off the shelf software packages (Office, Windows OS) and Customer specific applications
• Maintained a 58% resolution rate, and averaged 25+ calls per day

Professional Scrum Master (Psm)

Itil Foundations, It

Project Management Certification, Project Management

Bachelor Of Science, Psychology