Conrad Crowsley Email & Phone Number

Greater New York City Area

• As the IT Service Area Manager I am responsible for the overall enterprise-wide effectiveness and efficiency of the firm’s client support services (under the general direction of the Director of IT Service Management).
• Oversee planning for client support services to support strategic IT and business needs
• Oversee the development of client support services capabilities that improve resolution rates and reduce the overall cost of IT support
• Oversee the implementation and development of policies and procedures to ensure consistent high levels of customer service quality and availability and lead to quick resolutions
• Collaborate with other Service Area Managers to ensure that the services are delivered consistently across all of country and region.
• Ensures that the performance and capacity requirements of the client support services teams are effectively managed (e.g. availability, reliability, maintainability and serviceability against the cost justified service.

• As the Supervisor of Client Support Services I was responsible for region-specific effectiveness and efficiency of the firm’s client support services (under the general direction of the Manager of Client Support.
• Work with other colleagues within Parsons Brinckerhoff Service Management teams as well as suppliers in managing and delivering an effective client support services function
• Train, coach and manage new and existing staff, conduct performance reviews, and provide leadership, technical guidance and coaching to staff executing all aspects of client support services support, including meeting.
• Ensure the team maintains a strong customer orientated mindset to all its activities and inspires confidence through high quality service delivery
• Manage the client support services discipline, ensuring an effective and coordinated set of ITIL processes are delivered

Greater New York City Area

• Update/resolve Service now tickets related to servers that get escalated to Tier 2
• Assure compliance with the U.S. "Computer Operating Procedures" & BMS
• Know and implement PB’s Policies and Procedures regarding servers
• Keep current with the latest VMware and Windows Server Technologies
• Recommend VMware and Windows Server technical training for Tier 1 staff as needed.
• Provide training to Tier 1 staff in Server Room/IDF Best Practices

Greater New York City Area

- Serve as the Northeast Regions Personal Computer (PC) coordinator;- Involved with procurement, set-up, and maintenance of PB computer systems at field sites and the regional office. - Provide onsite and offsite helpdesk services for field and Regional offices.- Set-up new workstations and maintenance of hardware and software for the field and regional.

Greater New York City Area

- Responsible for tracking and analyzing progress of numerous multi-million dollar projects for the Northeast region. - Prepared payment requests, cost control reports, tracking of project schedules, assist field personnel and collaborate with clients, subcontractors and vendors. - Prepared cost analysis for project proposals, project expenses and input.