Bruce Millard Email & Phone Number

West Covina, California, United States

Covina, Ca

As the corporate director of technology, my responsibilities include overseeing the infrastructure of technical operations, tracking the technology itself as well as the IT teams in order to achieve goals, meet quotas, eliminate security risks, increase user satisfaction, and maintaining operations and systems

Rosemead, Ca

Manage large strategy portfolio and deliver high end services across the enterprise

Greater Los Angeles Area

Current Position Summary:A strong technology leader that guides the operations of IT vendors and the selection of technology by the business at large. Reporting to the CFO, my position is responsible for ensuring the company’s IT service delivery expectations are exceeded; by building strategic partnerships to successfully manage our outsourcing relationships, while supporting day-to-day operations of the Administrative and Regional offices as needed. Responsible to maintain certain hardware and software applications as identified with the assistance of direct reports.

Torrance, Ca

Responsible for the coordination and completion of projects. Oversee all aspects of enterprise scale projects. Sets deadlines, assigns responsibilities, and monitors and summarizes progress of projects. Prepare reports for executive leadership regarding status of projects. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Currently performing a variety of tasks. Currently providing leadership while directing the work of matrix teams through out the organization. A wide degree of creativity and latitude is expected.

Irwindale, Ca

Provide enterprise level project management for a wide variety of large and complex healthcare and technical projects to achieve successful completion and delivery of projects and within scope, schedule and budget. Provide overall technical leadership and direction to project teams. Manage multiple high-impact enterprise projects simultaneously. Provide project/program management oversight and/or guidance for projects managed by less experienced project managers as needed. Under the direction of the Vice President of IT, assume a lead role in the continuing development, growth, and maturation of the Project Management Office (PMO). Proactively seek to continuously improve PMO and project management processes and tools in alignment with applicable PMI standards. Serve as a project management SME and coach to other members of the IS team and actively work to improve the adoption of PM processes throughout the department. Consistently demonstrate and model key organizational behaviors of customer service, teamwork, collaboration and excellence.

El Segundo

- Deliver projects according to standards, scope and requirements. • Managing multiple project teams and activities to deliver on agreed targets and budget. • Communicate and coordinate day-to-day project and implementation activities within the project teams and assure that priorities are developed and known. • Establish formal and informal project governance mechanisms. • Identify constructive interventions where necessary to keep projects on track and facilitate or make those interventions appropriately and effectively. • Assure that project milestones / targets are clearly communicated understood within and outside the project such that the appropriate parties can marshal resources and activities to align with project delivery. • Record and report project progress as agreed with line management and stakeholders. • Forecast outcomes and translate them into likely financial forecasts. • Ensure that the right parties are linked into the project at appropriate points in the project life cycle to affect smooth and successful project handovers. • Leasion between top sales reps and our clients to ensure all services are being delivered ontime within budget, create SOW's, MSA's, cost models, work orders etc.Please feel to contact me, I am actively searching and open to new and exciting opportunities.

Greater Los Angeles Area

•Project Manager of multi-million dollar migration project / Server LAN/Wireless/WAN/Server infrastructure Implementation•Created regional project charter / plan for multi site migration of new healthcare platform and build out deployment strategy for all desktop, laptop and printing devices and all other endpoints•Provide project status reports, and presented infrastructure/device deployment plan to Director/CIO/Senior leadership•Presented ITSM template that provided trending and analysis, reporting guidelines and assisted director of desktop services with deployment and lifecycle program management•Lead Project for centralizing service desk from 5 remote locations to a single location point. Implemented ACD system and ticketing systems that allowed me to run daily reports and increase service desk performance by 80%•Project manager of ITSM call category, call routing, SLA obtainment and multitude of metrics, trending and KPI’s.•Lead project to stand up 2-satellite locations within 4 days that included facilitating the procurement of equipment, network and phone line turn up, managing various resources and conducted successful opening. Each location was over 13000SQ FT and each office hosted over 80 employees each.AccomplishmentsManaged operational relocation of the service desk from 5 separate locations into one central location. Was engaged to assist with ITIL stack implementation (incident, problem) managementCreated service catalog and ITSM roles while implementing and training service desk manager on KPI and cisco call manager reporting and administrationImproved service desk first call resolution from 41% to 80% in 90 daysImproved all call metrics by over 85%, abandoned calls, time to answer etc.

Santa Monica

Manager of highly skilled PC / Server LAN/WAN/Server infrastructure Implementation/incident/problem management support team that covers nationally and over 520+ veterinary hospitals.Stood up Service Desk from ground up to include refresh of all new technical staff and create all service desk processes and procedures also run key metric reports from newly implemented ticket tracking and ACD phone system supporting over 15,000 users nation wideImplemented new CISCO Call Management ACD and call center platformManage and supervised 7 local helpdesk employees and 5 remote staff supporting tier 1 tier 2 teams taking over 7500 calls per month, Provide leadership and support for a field service team consisting of 12 FTE employees, 16 contractors all direct reports both locally and remotely. Manage day-to-day Service Desk and Operational functions of Local and Wide area network teams, utilizing several monitoring and reporting tools. Maintain excellent abandon and D’ queue rates less than 5% and live answering run rate of 90% while decreasing hold times by 70%Conduct daily incident, problem management reports including (RCA) root cause analysis solved by attempting to correct or eliminate as opposed to addressing the immediately obvious symptoms and applying those fixesProvide findings of root cause and apply knowledgebase articles for tier 1-2 support technicians allowing them to resolve issues quickly and applying changes to the environment that would eliminate issues altogetherHandle all customer complaints and difficult or sensitive issues in a timely and professional manor.Track all employee status and complete annual performance reviews. Provide senior management with monthly reporting of current project progress, Service Desk trending reports and departmental budget reports Incident/Problem manager including Change management Board Member and Release management team ITIL trained – Certified V2EPM (Enterprise Project Management) trained

Anaheim, Ca

IT infrastructure, Service Desk / Server team implementation manager of a medium sized organization. Implemented the server and workstation standards and rebuild the Service Desk team, implemented ALTIRIS and ITSM roles.Performed Server Maintenance, and implemented server maintenance program to relieve on-call rotations and cost savings of $200K in one quarter.Reorganized field support teams to allow faster responses and first call resolutions rose from less than 10% to over 85% and improving customer satisfaction metrics from low to exceptional marks.

• Managed of 8 highly skilled engineers LAN/WAN/Server infrastructure Implementation/incident/problem management support team that covered from LA to SF, San Diego, New York, Dallas, Portland, Oregon, Seattle/Tacoma, and Washington State. • Perform root cause analysis from gathering data of incident/problem reports and applying the findings to knowledgebase articles for quick resolution• Manage and supervise helpdesk employees and problem management tier 1 tier 2 teams taking over 9500 calls per month• Provide leadership and support for a team consisting of 8 FTE employees, 12 contractors all direct reports locally. Accomplishments: • Saved company over $15k per month operating cost by streamlining Implementation/project/support processes while conducting daily operations.• Lead project manager of several bank acquisitions resulting in over $11M in revenue. • Team Leader for the contract negotiations with Dell/IBM that saved the company over $100k in equipment / support costs per year. • Completed EPM, ITIL, Change and Release management courses and ITIL V2 (2006)

Managed network services team and exchange email team for highly secured environment