Claudius W. Smith, M.Sc. Email & Phone Number

Lewisville, Tx, Us

Irving

Plano, Texas

Responsible for the Management of Service Desk & Client Services vendor, Taos, with the objective of improving End User satisfaction. IT Operation owner for End User Computing. Member of Service Now program steering committee. Process owner for Incident, Request, Service Catalog & Service Desk modules

Highland Village, Tx

Proven leader with hands-on experience in global IT resource management, staff and organization development, Infrastructure and End-User Support, Business Associate Relationship management as well as day-to-day IT operations and communications. I ensured successfully planning and roll-out of local and regional infrastructure and application project deployments in North & Latin America. Maintained exceptional levels of customer service and business associate satisfaction for all IT services in my area of responsibility.

Irving, Tx

Assigned to Nokia Siemens Networks, Regional Service Manager North & Latin America. Responsible for Work Place, Network, Data Center, Video and Virtual Meeting Services for the Americas Region.• Kept effective continuous communication channels and a good relationship with key service delivery management from our service partners such as Hewlett Packard, IBM, Broadsoft & Xerox to leverage better response and turn around times to minimize down time.• Maintained Service Level agreement targets above 98% for LAT & above 99% for NAM.• Maintained a good relationship with key senior level business management ensuring that our IT service portfolio was in a close match with the service needs of NSN businesses.

Irving, Tx

Business Liaison Manager & Engagement Manager responsible for IT Support interface between NSNbusiness & NSN Information Technology group Eastern Region US.• Led successful deployment of NAM & LAT application readiness, consolidation and ramp down project(Nokia Networks & Siemens Network business transition to NSN).• Kept IT services delivery satisfaction rating to NSN R&D in Irving at a high level with minimal serviceescalation and 99.9% service availability.• Successfully initiated, deployed and maintained NSN NAM IT Communications strategy & ITips.

Irving, Tx

Headed Relationship Management group for North & Latin America.• Led demand management and solution service deliveries for Management Services & Businessrelationship management in Americas.• Direct line manager to 6 sub-area senior IT managers with a staff of 51 more IT personnel.Successfully maintained IT SLAs delivery targets above 98% for all management services in NAM &LAT.• Maintained a close relationship with senior level Nokia business management proactively ensuringservice Satisfaction for Management Services were kept at the highest level globally.• Improved management services associate satisfaction rating to #2 globally.

Rio De Janeiro Area, Brazil

Responsible for the successful consolidation of country level IT teams in 9 Latin American countries into one functional regional LAT organization. (Argentina, Bolivia, Brazil, Colombia, Chile, Ecuador, Mexico, Peru & Venezuela) • Reduced IT support and operating cost for Latin America by 18% ($47M to $39M) by eliminating redundancy and consolidating services.• Managed 58 Employees that included IT Managers, Network Engineers, Technical Support staff in 9 countries in Latin America and IT Support operations for Nokia Manufacturing in Reynosa, Mexico and Manaus, Brazil.• Among my accomplishments were the successful deployment project for IT services to16 Nokia project offices in 8 Brazilian cities during the critical deployment stage of a multimillion dollar service contract between Nokia Network and a Regional Mobile Service provider, Telemar (Oi).• Improved user satisfaction of IT services in Brazil, Argentina, Mexico and Venezuela to top of list globally.

Tampa/St. Petersburg, Florida Area

First responsibility was to consolidate all site based IT support teams in Eastern Sub Region of US and Canada into one Sub regional organization.• Line Manager to 21 IT professionals in Easter Sub region US & Canada.• Responsible for Support to US Regional Sales group & Burlington, Massachusetts R&D.• Maintained top level IT service satisfaction rating for Tampa, New York, Atlanta, Melbourne and improved IT service satisfaction for Burlington MA R&D facility to top 15 globally.

Tampa/St. Petersburg, Florida Area

Line Manager to Tampa IT resources (OSS & Computing).• Responsible for support to Nokia Sales Organization and Customer Service call center based in Tampa.• Ensured successful deployment of Siebel (Knowledge base) & Apropos (IVR interface) for Nokia call center• Managed a group of 8 Network Engineers & IT support personnel (Desktop, Laptop and Application).• Improved end user satisfaction in IT Services for Tampa site to #1 globally.

Melbourne, Florida Area

On Site support for Nokia Mobile Phones After Marketing Services and Server Room Infrastructure and Data System Engineer.- responsible for support to all Nokia Mobile Phone repair station terminals & repair terminal hardware and application updates - IT On Site Support to office personnel including Marketing and Sales department- Responsible for Server Room systems availability, updates & maintenance

Master Of Science (M.Sc.), Computer Engineering

Activities and Societies: • Full Scholarship from Netherlands Antilles Government • Graduate Student Assistant (Junior & Senior level.

Bachelor Of Science (B.Sc.), Computer Engineering

Activities and Societies: • Full Scholarship from Netherlands Antilles Government • Specialized in Digital Design • Member of Caribean.