Bryan Leonard Email & Phone Number

Washington DC Metro Area

Office of the Chief Information Officer - National Oceanic and Atmospheric Administration (NOAA)

Washington D.C. Metro Area

Office of the Chief Information Officer (OCIO), Nuclear Regulatory Commission (NRC)Service and Integration, Service Culture, Strategy, and Implementation (SIT):Program Manager for multi-faceted, “trusted advisor” outcome driven engagement across OCIO. Areas of engagement included providing multi-service provider transition strategy, risk, and gap.

Catonsville, MD And Client Site Travel Nationally

• Delivered high quality distributed IT End User Support Services - Desk Side Support and Service Desk services to law firms, big box retail and manufacturing clients. Responsibilities included program management.
• Achieved month over month Service Level performance and high customer satisfaction for distributed Deskside Support services, strategically positioning us to win a major multi-year $9.5m+ renewal and expansion with.
• Drove consistent Service Level performance at or above targets for Service Desk services, high customer satisfaction, continual improvement, innovation across four strategic accounts ($7 million revenue)
• Delivered continual improvement value to customer by identifying unnecessary technician dispatches, and developed processes to remediate. Customer estimated resulting cost savings at $100K yearly. Achieved 48% decrease.
• Captured multi-year contract renewals for two additional accounts

NOAA NSOF Suitland, MD

• OPS | Service Delivery Manager – Satellite Operations Facility - National Oceanic and Atmospheric Administration (NOAA)Responsible for end user support, operations management, service delivery, Customer relationship.
• Improved Operational Service Delivery – resolved out of contract compliance performance and restored customer satisfaction. Conducted in-depth analysis of service offering components; people, process, and technologies.
• Improved Customer Relationship Management and Communications – Partnered with customer stakeholders and department managers to identify issues, successes, expectations, requirements and IT roadmap. Conducted regular.

US Department Of Transportation ( DOT ) - Washington, DC

• Senior Service Delivery Manager – US Department of Transportation (DOT)Responsible for IT End User Support services -- Service Desk, Desktop Support, Desktop Engineering, and Client Relationship with a focus on SLA.
• Rescued failing Service Desk - Conducted in-depth analysis of people, process, and technologies. Created and implemented aggressive improvement plan encompassing supplier management change, resource re-allocations and.
• Substantially improved customer satisfaction and IT - credibility for Desktop Engineering delivery at HQ by identifying gaps in delivery, process and team skills. Engaged customers to understand gaps in delivery and.
• Developed, refined, marketed and managing to KPI, SLA, QAP - Collaborated with Quality Manager, leadership and stakeholders to define, review, refine and deploy comprehensive ITSM capabilities. Result has been greatly.
• Improved service delivery processes - to substantially minimize risk and productivity impact to customers and support teams.

Arlington, VA

• Responsible for IT End User Support services - global service desk deployment, operations, program and strategic partner management. Lead multinational support team. Responsibilities included managing HQ desktop.
• Rescued failing offshore service desk deployment project by assuming leadership of the initiative; re-establishing a productive win-win relationship with outsource partner, rescoping and negotiating compromise of.
• Substantially improved customer satisfaction and IT credibility for desktop support delivery at HQ by identifying gaps in delivery, process and team skills. Engaged customers to understand where they were underserved.
• Implemented standards and processes for onboarding and support of new technologies to address ad hoc adoption chaos in the environment. Established Desktop Engineering function and created evaluation criteria, testing.
• Developed support model to standardize support globally. Teamed with Infrastructure and Applications departments to implement a comprehensive tier 2 and 3 model anchored by expansion of tier 1 global service desk.

U.S. And Northern Latin America

• Led world-class hybrid internal and outsourced IT end user support services teams to identify and quickly resolve technical issues for 18,000+ end users.
• Achieved customer survey scores of “highly satisfied” for core support services along with “top-notch” ratings related to caliber of support team members. Overall service delivery ratings of 4.3 out of 5.
• Created next generation support model strategy, identifying key continuous improvement areas and new service offerings to refine world-class support delivery to 18,000+ customers.
• Spearheaded design of solution strategy and IT architecture to establish secure network scanning capabilities for multifunction devices to meet customer requirements.
• Established stringent guidelines and practices for transitioning projects to operations and customers, which were adopted into core project management methodology template to improve service design and transition to.

U.S. And Northern Latin America

• Directed 11-person IT end user support team to design, implement, & support technology systems/applications. Also responsible for IT client relationship management.
• Salvaged large enterprise project, leading deployment crisis team to identify & resolve customer issues, concerns, communications & training gaps to gain customer acceptance for the firm’s largest-ever infrastructure &.
• Fast-tracked senior partner’s strategic marketing data system initiative, enabling rapid customer standup of new strategic consulting business. Successfully advocated for customer to gain IT approval for out of cycle.
• Saved Commercial business unit potential $200K in out of budget contracting costs by overhauling project proposal to upgrade Novell servers & NOS. Revised plan was executed for $20K while achieving original goals.
• Recognized for outstanding contributions to Blackberry/OMA/Secure VPN enterprise project for focusing team on customer and support requirements, training, expectations & documentation.

• Responsible for global IT End User Support services -- Desktop Support and Service Desk. Led 8 IT managers, 64-person team & outsourcer to manage customer relationship, support & world-class service delivery to 11,500.
• Delivered 18% increase in customer satisfaction for global support in just 3 years to achieve world-class status by fostering commitment to customer & to team excellence.
• Improved outsourcer service delivery while saving $4.2M over 2 years by renegotiating contract pricing & SLAs with vendor.
• Led outsourcer re-compete effort. Added services & capabilities & increased customer satisfaction while reducing cost to serve by approximately $1 million per year.
• Created innovative customer feedback forum “speak your mind” voice of customer initiative to communicate unfiltered with IT, greatly improving customer perception of IT.
• Created initial design of global IT Customer Relationship Manager program. Improved IT’s image & customer satisfaction by focusing IT services & initiatives to the needs of the business units.