David Mcwhirter, Mba, Pmp, Itil Email & Phone Number

Cincinnati, Ohio, Us

Managing a team of VoIP Engineers and Project Managers providing white glove service on a multi-year, Unified Communications managed services project for the State of Indiana. • Currently leading migration efforts from Cisco HUC to Microsoft Teams Phone for all State employees.• Led user adoption and migration efforts of 11000 users in just over 2 years from legacy PBX's to Hosted Cisco Call Manager. • Coordinated multiple major platform upgrade and enhancement projects that resulted in minimal impact and near zero down-time to end users.• Primarily responsible for managing engineering and project staff, contractor invoices, customer billing, vendor management and overall P&L performance.• Developed reporting and presentations for stakeholder meetings, lead regular meetings with senior and executive level client staff.• Escalation and major incident management.• Engineering and support team has provided nearly 100% SLA compliance and maintained a system up time of 99.99% over a 7 year period.

Providing photography and videography services for commercial and individual clients.

Paris, France, Fr

Operational Delivery Manager, 1/2016 – 7/2016Oversaw the execution of day-to-day operations for the Rolls-Royce N.A. Service Integration team, this included management of customer escalations and monitoring adherence to ITIL, customer and Capgemini processes.• Served as the interim Service Delivery Manager during a 6-month stretch starting in November 2015, where the incumbent went on FMLA then later left the company.• Acted as the voice of the customer in matters requiring escalation other IT Ecosystem Tier 1 suppliers.• Collaborated heavily with Capgemini, Rolls-Royce and supplier team members in the U.S., UK and Poland.Major Incident Manager 2, 06/2014 – 12/2015Undertook the management of global Major Incidents (e.g. system outages, critical issues) for Rolls-Royce N.A., ensuring that they are managed and communicated within the scope of Service Level Agreements.

Indianapolis, In, Us

Service Delivery Lead 04/2013 – 06/2014Managed the day-to-day delivery, client relations and resource relations of 6-10 Eli Lilly engagements consisting of application and business systems support, development, technical writing, informatics and quality. • Responsible for tracking client required training, writing and delivering annual resource reviews and handling other day-to-day resource needs. • Coordinate efforts with recruiters and the Enterprise Account Manager to find and hire top talent for the client. • Regularly meet with client stakeholders to ensure project goals, deliverables and service levels are being met, addressing any concerns and prospects for future business.Lead Support Analyst, 08/2010 – 04/2013Delivery management role managing the daily performance of 10 on-site and 5 off-shore resources assigned to a multi-year, multi-million dollar contract supporting more than 12 specialized business applications and processes for the Eli Lilly Development Center of Excellence, Business Systems Support team. • Responsible for tracking contracted deliverables, providing status updates to client stakeholders, on-boarding new application assignments, developing training and documentation plans for applications to be supported.• Successfully managed the contractual performance of the enabling the contract to be extended one year and later renewed for an additional 3 year $3 million term.

Troy, Michigan, Us

Assigned to a one-year, multi-million dollar cost-saving initiative for Anthem, coordinating and performing the removal of unused, unlicensed or unauthorized applications from the corporate environment. • Represented the Software Asset Management team by addressing issues and concerns during the integration of a subsidiary company into the enterprise support model.• Introduced automation to increase the speed and efficiency of licensing reclaim efforts using existing tools such as PowerShell. As a result, the number of licenses reclaimed increased at least 50% thus reducing the time required for the project to reach goal and increasing the total recovered dollar amount.

Indianapolis, Indiana, Us

Help Desk Advisor, 08/2007 – 08/2009Directly managed a team of 35 - 40 service desk analysts supporting roughly 22,000 users in 5 states while providing oversight and co-management to another 45 analysts in a co-located facility supporting an additional 23,000 users. • Ensured day-to-day operational performance met customer expectations by monitoring contact center statistics and analyst first-call resolution percentages.• Drove process improvement initiatives such as a knowledge base, business aligned SLAs and better collaboration with the co-located service desk team members.• Co-led a team tasked with redefining service desk standard operating procedures and realigning service level agreements to business requirements.• Drafted and published the forementioned SOPs and service level agreements.• Led technical project resources on a migration to Genesys Work Force Manager to create a true call-sharing environment across the Enterprise Service Desk.IT Help Desk Analyst I, 06/2004 – 08/2007Tier 1 support role providing application and desktop support.• Played an instrumental role in the relocation and integration of service desk functions from the BCBS Wisconsin and Missouri headquarters to Indianapolis upon the close of the Wellpoint/Anthem merger.• Developed a quality management program for the Enterprise Service Desk.• Drove a project to streamline the ACD queuing and contact center functions of the service desk.

Supported small and medium-sized businesses IT needs. Performed support tasks, routine maintenance, migrations and project tasks on Windows desktops and servers, Linux servers, Cisco networking and other devices.

Richfield, Minnesota, Us

Managed a team of 6-8 PC and A/V technicians responsible for system maintenance and cleanings, computer upgrades and troubleshooting and intake of products to have warranty and non-warranty repairs performed.

IT consulting role during which time I performed distinct functions for 3 separate clients. Performed tier 2 and account management support for Anthem. Performed desktop and server support and maintenance for Prudential Insurance. Performed Tier 2/3 support for Inland Container Corp.

Us

Performed Tier 1/2 and desk-side support for end users, upgraded workstations and workstation components, was involved in the migration from a legacy token-ring network to 100-base-t Ethernet.

Master Of Business Administration - Mba, Information Technology Management

Bachelor'S Degree, Information Technology