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.

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.
• 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.

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.
• 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.
• 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.

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.
• 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.

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