Gary Cornwell Email & Phone Number

Minneapolis, MN, US

Roseville

• Responsible for analyzing the current state of support/services, creating a gap analysis and designing new ITIL based Incident, Major Incident and Problem Management processes
• Produce a Service Catalog based on support plans, create multi-tiered categories, auto- assignments, escalation points and align priorities/SLAs for configuration into a new Service Management application
• Design and create all related process, procedure, work instruction and definition of roles/terms
• Interview all levels of 56 support teams and functional areas for current state of activities and policies to develop a gap analysis along with a design approved by major stakeholders
• Establish roles and responsibilities within each Service Management component and document responsibilities for all individuals or groups generated from the design
• Provide guidance to Children’s staff tasked and demonstrate the usability of the design

Roseville, MN

• Responsible for managing projects from end to end
• Create requirements document for contractual SOW and development efforts
• Lead the planning and implementation of two ITIL Service Management modules and currently managing a Windows 7 operating system upgrade
• Wrote the Project Definition Document for the Windows 7 upgrade
• Built project plans, managed project resource allocation, planned and scheduled timelines
• Track project deliverables using HP Project and Portfolio Management Center Application

Subject Matter Expert of Incident Management implementations for the North American Region. Designed and created Incident and Problem Management Work Instruction sets, user acceptance testing, computer based training modules for Remedy 7 implementations to new and existing clients.

Managed multiple external Service Desks and Capgemini's Global Operate Americas internal Help Desk. Transitioned external Service Desks to other Capgemini locations in 2005 while taking on Capgemini's North American Service Desk and creating a support organization to accommodate Level 3 support as well as onboarding and exiting provisions.

• Managed a staff of 24 to 36 local and remote agents for 24 hour support of multiple Help Desks. Responsibilities include:
• Customer escalations
• Client management
• Implementation of new product support
• Help Desk transitions
• Managing service levels

Responsible for managing a staff of specialist designed to technically support new project implementations. Worked closely with project managers, engineers and clients.

Created Help Desk documentation and assumed role of Level 3 support for Microsoft Operating Systems.

Technical Instructor for A+ Certification. Assisted with curriculum and instructed night classes.

• National Technical Support by phone as well as on site last line of support.
• Created technical documentation on assigned accounts for distribution to a field force of over 500 field technicians.
• Pre-sales technical support where the role was to act as a voice of reason prior to sales offerings.
• Created curriculum and conducted formal training for field technicians.

Maintained Point of Sale hardware and software for an assigned area as well as supervised three remote field technicians.

Responsible for maintaining point of sale equipment at numerous clients and locations within the Dallas/Ft. Worth area and surrounding regions. Maintained inventory, customer relations and kept current with all supported equipment and applications.