Leads the Global and local Delivery of Services provided by Unisys. Responsible for the successful planning, implementation and execution of the contracted services where success criteria include meeting Service Level Agreement (SLA), cost, governance, performance, quality, innovation, continuous improvement and value requirements through the effective interaction with the related service lines, solutioning groups, partners and the client. Establishes, leads and maintains tight control… Show more Leads the Global and local Delivery of Services provided by Unisys. Responsible for the successful planning, implementation and execution of the contracted services where success criteria include meeting Service Level Agreement (SLA), cost, governance, performance, quality, innovation, continuous improvement and value requirements through the effective interaction with the related service lines, solutioning groups, partners and the client. Establishes, leads and maintains tight control of a skilled team of delivery resources for an account to meet schedules or resolve technical or operational problems. Manages the statement of work and controls risks, scope of work and budget. Participates in contract and account governance. Establishes clear communication channels with the client and internally from a strategic and operational perspective. Participates in regular service performance reviews including monthly Project Status Reviews. Conducts periodic meetings with clients and delivery teams – daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings. Develops and administers budgets, schedules and performance standards to maintain and optimize the cost of delivery and service. Achieves approved margin targets on assigned accounts and is targeted to improve account profitability. Monitors and reports on financial health of the account and remedies any financial misses or anomalies. Takes ownership and accountability for all client issues to satisfactory resolution. Acts as point of escalation for issues not resolvable by the service lines.Identifies areas for growth at the client by assisting account management in bringing new services to offer to the client. Show less

Management of 26 technical services agreements for the Gainwell customer in the End User Services, ITO and Network space. Quoting and managing new service requests (NSSRs) and contract change requests (CCR). Managing EUS, ITO and Network financials and ensure actual costs and profitability match forecasted numbers. Customer site visits as required to fulfill customer expectations and maintain relationships. Assist in daily operations, management of projects and client escalations. Weekly and… Show more Management of 26 technical services agreements for the Gainwell customer in the End User Services, ITO and Network space. Quoting and managing new service requests (NSSRs) and contract change requests (CCR). Managing EUS, ITO and Network financials and ensure actual costs and profitability match forecasted numbers. Customer site visits as required to fulfill customer expectations and maintain relationships. Assist in daily operations, management of projects and client escalations. Weekly and monthly governance to ensure DXC IT and vendors meet contractual agreement signed with Gainwell. Follow up on business leads to help drive T&M growth and to ensure to assist Gainwell achieve their business goals through growth. Driving for a best in class customer experience. Show less

Responsible for the strategy, implementation and support run playbooks that enables and supports Campbell’s professionals workforce productivity in the Active Directory, O365, Citrix, Skype/Teams, Service Desk, Field Services, Plant Operations, MDM, Asset Management and Model Office. Work collaboratively with all areas of IT, Application and Customer to develop and execute, among other things: end user technology strategies and designs, policies, processes and procedures, and performance… Show more Responsible for the strategy, implementation and support run playbooks that enables and supports Campbell’s professionals workforce productivity in the Active Directory, O365, Citrix, Skype/Teams, Service Desk, Field Services, Plant Operations, MDM, Asset Management and Model Office. Work collaboratively with all areas of IT, Application and Customer to develop and execute, among other things: end user technology strategies and designs, policies, processes and procedures, and performance criteria so that Campbell’s staff are enabled to work in an efficient, sustainable, and adaptable manner. Collaborate with all Infrastructure, Application and Product Teams to establish the specific activities for which EUS support teams will be responsible for. Customer success measurement/management. Show less

Managed all EUS activities, including providing service desk/executive support and managing desktop support, O365, Skype/Teams as well as desktop engineering, production, support, and maintenance, including rolling out ITIL best practices to ensure DXC delivery met the contractual requirements. Created required change request with the client executive team to the existing service contract for IT support Level 1 and 2 while delivering assistance in designing service model for end user services… Show more Managed all EUS activities, including providing service desk/executive support and managing desktop support, O365, Skype/Teams as well as desktop engineering, production, support, and maintenance, including rolling out ITIL best practices to ensure DXC delivery met the contractual requirements. Created required change request with the client executive team to the existing service contract for IT support Level 1 and 2 while delivering assistance in designing service model for end user services. Assisted in translated business needs into system solutions making maximum use of available tools while ensuring longer term supportability of the architecture. Worked with key stakeholders to help transform the company vision into IT systems and procedures, articulating the critical link to the company stakeholders including the Executive Team, IT staff and employees. Create/Develop of Monthly performance reports to review with client executive and IT performance managers along with any G2G activities in the EUS space. Customer success measurement/management. Show less

Responsible for customer contractual SLA in the ITO space of Network, Server, Build room, Field Services, Software Licensing, Model Office/Engineering, Active Directory, Exchange and Service Desk. Create, track and complete Service Improvement Plans (SIPs)where SLA’s are not being met. Development of outlook, financial review of expenses and provide a detailed explanation of variances. Manage 3rd party vendors to meet DXC's contractual obligations to our clients. Create/Develop of Monthly… Show more Responsible for customer contractual SLA in the ITO space of Network, Server, Build room, Field Services, Software Licensing, Model Office/Engineering, Active Directory, Exchange and Service Desk. Create, track and complete Service Improvement Plans (SIPs)where SLA’s are not being met. Development of outlook, financial review of expenses and provide a detailed explanation of variances. Manage 3rd party vendors to meet DXC's contractual obligations to our clients. Create/Develop of Monthly performance reports to review with client executive and IT performance managers. Perform due diligence and present costing for contract renewals or contract amendments in the ITO space. Customer success measurement/management. Show less

Responsible for customer contractual SLA in the PC Build room, Field Services, Software Licensing, Model Office, Active Directory, Exchange and Service Desk space. Create, track and complete Service Improvement Plans where SLA’s are not being met. Development of outlook, financial review of expenses and provide a detailed explanation of variances. Create/Develop of Monthly performance reports to review with client executive and IT performance managers. Perform due diligence and present costing… Show more Responsible for customer contractual SLA in the PC Build room, Field Services, Software Licensing, Model Office, Active Directory, Exchange and Service Desk space. Create, track and complete Service Improvement Plans where SLA’s are not being met. Development of outlook, financial review of expenses and provide a detailed explanation of variances. Create/Develop of Monthly performance reports to review with client executive and IT performance managers. Perform due diligence and present costing for contract renewals or contract amendments in the workplace space. Show less

Managing the day-to-day work direction of ExamOne’s Risk Assessment Service Desk, Level 2 and Level 3 Application System Support teams to meet monthly support SLAs. Provide technical leadership for problem solving; ensure clear end-to-end ownership of problem determination / resolution. Problem/ Impact analysis for all application support severity 1 and 2 issues. Collaboration with corporate infrastructure, and associated services; and IES IT Management to improve processes and create future… Show more Managing the day-to-day work direction of ExamOne’s Risk Assessment Service Desk, Level 2 and Level 3 Application System Support teams to meet monthly support SLAs. Provide technical leadership for problem solving; ensure clear end-to-end ownership of problem determination / resolution. Problem/ Impact analysis for all application support severity 1 and 2 issues. Collaboration with corporate infrastructure, and associated services; and IES IT Management to improve processes and create future support road map. Assist in development, evaluation and approval of knowledgebase articles for all levels of support, and maintain/ensure all SOP are current. Communicate proactively with Business Unit leaders to assess customer issues and provide periodic status of short-term and long-term solutions. Actively participate with IES Management meetings for continuous improvement/thought leadership for delivery, processes, training, or technology improvements. Preparation of monthly and quarterly executive management reports Show less

Responsible for leading a team of Tier II and Tier III Application Support analysts in the daily technical support of ScriptPro's pharmacy automation and management system products. Create, define and monitor key metrics and call center statistics for continuous improvement in customer satisfaction and progress toward overall objectives and long-term Customer Service goals. Work extensively with other support areas to facilitate the integration of new product and software technical knowledge to… Show more Responsible for leading a team of Tier II and Tier III Application Support analysts in the daily technical support of ScriptPro's pharmacy automation and management system products. Create, define and monitor key metrics and call center statistics for continuous improvement in customer satisfaction and progress toward overall objectives and long-term Customer Service goals. Work extensively with other support areas to facilitate the integration of new product and software technical knowledge to ensure that Tier II, and III staff maintain proper knowledge and proficiency levels. Develop and implement policy, procedures, training, and career development plans to maintain a professional, well-rounded team. Monitor incoming calls and follow up work to ensure maximum efficiency in process and time management to achieve greater service capacity and propose solutions to improve customer service performance. Show less

Establish a leveraged Service Desk support solution by development of documentation and process procedural for a shared Knowledge Management System leveraged between 3 sites and the level 2 security desk for client Black & Veatch. Establish a control room where all support leaders from each region meet on a daily basis to discuss issues in support and client issues over past 24-hours.Working with backline support teams on a monthly basis to verify knowledge base was accurate, updates and new… Show more Establish a leveraged Service Desk support solution by development of documentation and process procedural for a shared Knowledge Management System leveraged between 3 sites and the level 2 security desk for client Black & Veatch. Establish a control room where all support leaders from each region meet on a daily basis to discuss issues in support and client issues over past 24-hours.Working with backline support teams on a monthly basis to verify knowledge base was accurate, updates and new product information. Implementation of a Remote Desk Top team to handle level 1.5 type requests. Creating a balanced score card for each service desk that was relevant to their region of support and reviewed monthly with the agent to ensure consistent customer service from all three desks. Quality monitoring process developed and implemented on agents performance in voice quality and ticket accuracy. Call calibration implemented with representation from each region along with client CIO office to ensure proper measurement of agent performance. Monthly review of failed FCR contacts to identify reason for failure and implement corrective actions. Primary contact for escalations; internal, external and client related. Client report creation of SLA data.Development of consistent processes, and managing of performance of Global Field Service vs. contractual SLAs with leveraged pool of resources utilized being EDS internal teams, 3rd party vendors (Banc Tec (US), JOS & Gentronics (APAC), CROC (EMEA) for desktop support for all new, break-fix, swap out of Lap tops, Desktops and Workstations which includes Global refresh of equipment and managing of loaner equipment. Managing of Model office, Software Distribution, and SMS. Verifying health of SMS client via script and re-scripting. SMS Distribution point clean up. SMS packaging of client products to perform silent installs. Development of self sever downlad web site. PC monthly/quarterly patching. New image creation and releases. Show less

Establish Objectives and Technical Plans/Directions for the Business Process Outsourcing for Help Desk services team at the StorageTek account. Team Building and Team Management covering all aspects of people, financial and business responsibilities. Develop an Outlook, review actual expenses from a GL and explain variances to the customer. Develop and follow a staffing plan to meet the financial and production expectations of the client and EDS. Evaluate the performance of subordinates… Show more Establish Objectives and Technical Plans/Directions for the Business Process Outsourcing for Help Desk services team at the StorageTek account. Team Building and Team Management covering all aspects of people, financial and business responsibilities. Develop an Outlook, review actual expenses from a GL and explain variances to the customer. Develop and follow a staffing plan to meet the financial and production expectations of the client and EDS. Evaluate the performance of subordinates. Administer compensation, hire and fire employees. Show less

Working with the client Sun Microsystems as a partner, determine Project Scope, Planning Needs, Network requirements, VOIP Bandwidth constraints, Data Bandwidth constraints and Hardware/Software Requirements to migrate Sun Microsystems Global Resolution centers in Amersfoort, Holland, Singapore, Singapore and Broomfield, Colorado to EDS in Malad, Mumbai, India. Coordinate the development of the required project plans. Engage and direct all responsible support groups for this effort. Weekly… Show more Working with the client Sun Microsystems as a partner, determine Project Scope, Planning Needs, Network requirements, VOIP Bandwidth constraints, Data Bandwidth constraints and Hardware/Software Requirements to migrate Sun Microsystems Global Resolution centers in Amersfoort, Holland, Singapore, Singapore and Broomfield, Colorado to EDS in Malad, Mumbai, India. Coordinate the development of the required project plans. Engage and direct all responsible support groups for this effort. Weekly status checks with all teams to assure the project is completed within the deadline agreed upon between EDS and the client/partner. Show less

Provide focus for client strategy development and business planning, supports effective operational deployment, and puts in place processes for continued delivery excellence through targeted assessments and corrective action. Improve the quality of service that Operation Solutions provides to CRM's clients. Specifically handling business lines of Subscription Fulfillment and Newsweek Magazine for CRM on the Operation Solution side of the EDS business division which includes SOW, BPA and SLA… Show more Provide focus for client strategy development and business planning, supports effective operational deployment, and puts in place processes for continued delivery excellence through targeted assessments and corrective action. Improve the quality of service that Operation Solutions provides to CRM's clients. Specifically handling business lines of Subscription Fulfillment and Newsweek Magazine for CRM on the Operation Solution side of the EDS business division which includes SOW, BPA and SLA business signings with the clients and other EDS accounts that effect CRM. Considers the business implications of the application of technology to the current and future business environment. Reduce unplanned variance through uniform measurement and control processes. Eliminate boundaries between Operations Solutions and business delivery, collaborate in new ways and continuously seek improvement in our overall ability to delivery service and improve client satisfaction. Develop an Outlook, review actual expenses from a GL, explain variances and meet monthly, quarterly and annual financial objectives for the account. Show less

Establish Objectives and Technical Plans for the Distributed System Services of the Local Area Network team, Help Desk services teams and Problem and Change Management teams for the BPM/CRM and Charter Communication site. Team Building and Team Management covering all aspects of people, financial and business responsibilities. Develop an Outlook, review actual expenses from a GL and explain variances to the customer. Develop and follow a staffing plan to meet the financial and production… Show more Establish Objectives and Technical Plans for the Distributed System Services of the Local Area Network team, Help Desk services teams and Problem and Change Management teams for the BPM/CRM and Charter Communication site. Team Building and Team Management covering all aspects of people, financial and business responsibilities. Develop an Outlook, review actual expenses from a GL and explain variances to the customer. Develop and follow a staffing plan to meet the financial and production expectations of the client. Evaluate the performance of subordinates. Administer compensation, hire and fire employees. Show less

Determine client’s High Speed Access Project Scope, Planning Needs, Network and Hardware/Software Requirements to migrate HSA help desk from customer site to the EDS Colorado Service Delivery Center. Coordinate the development of the project plans. Weekly status checks with all teams to assure the project is completed within the deadline agreed upon between EDS and the customer.

Work in a customer assistance center giving TIER 2 support by diagnosing, resolving or escalating problems to Tier 3.Problem diagnosis includes issue associates with Microsoft product suite and other CRM proprietary applications. Novell servers and other supported peripherals. Resolves TIER 1 &2 service interruption such as printer routings, power outages, wiring problems, and malfunctioning servers by dialing into the systems or over the phone with the customers. Create and maintain user… Show more Work in a customer assistance center giving TIER 2 support by diagnosing, resolving or escalating problems to Tier 3.Problem diagnosis includes issue associates with Microsoft product suite and other CRM proprietary applications. Novell servers and other supported peripherals. Resolves TIER 1 &2 service interruption such as printer routings, power outages, wiring problems, and malfunctioning servers by dialing into the systems or over the phone with the customers. Create and maintain user login identification and group members for the Centrobe LAN. Keeps abreast of emerging operational support technologies and industry trends. Communicate problems and resolution to customer clearly, follow processes for checking out and tracking inventory, and provide assistance to teammates when available. Show less

Establish Objectives, Projects and plans for Media Operations. Control activity through subordinate team leads and directly supervising. Evaluate the performances of subordinates. Assist in the training and understanding of the SSMC employees with Centrobe’s 4 LPARs and Slot Addressable System. Administer compensation, hire and fire employees and customer service.

Working closely with EDS accounts to locate positions for 45 EDS employees affected by a hardware migration. Assisted in mentoring and created a career plan. Reviewed resumes and assisted in changes. Set up interviews with hiring Managers and assisted in negotiating the release date.

Establish objectives, projects and plans for tape, print and library areas. Control activity through subordinate team leads and directly supervising. Assist in administering and controlling the budget. Evaluate the performance of subordinates, administer compensation, hire and fire employees. Schedule employee work schedule to meet EDS/Customer service level agreements. Chart out, register and test data management employees on EDS internal training programs. Recruiting.

Leading a group of 8 to 10 support operators on daily and weekly tasks to be completed. Operate and clean round reel and cartridge drives. Operate and maintenance Xerox 9790 & 4050 laser printers and Storage Tech 5000 impact printers. Filing back daily production, pulling staged jobs, vaulting and clean listings. Interact via telephone with vendors and customers.

Monitoring and controlling the network, and computer operations equipment. Verify quality of output checks, hardcopy reports, and microfiche. Interact via telephone with customers and vendors. Maintaining a log of computer and customer problems and resolutions. Perform preventive maintenance and weekly IPL's.