Armin Jahromi, Mba Email & Phone Number

West Conshohocken, Pa, Us

Malvern, Pa, Us

People leader, accountable for IT Service Desk, Deskside Support (Global), & Account Management teams with additional responsibilities to manage $2.5M budget; IT communications; IT Ambassador to End Users, providing Voice of the Customer (VoC) & end user advocacy; stakeholder & vendor management; define tactical & long term strategies; drive & provide direction for continuous improvements; define PC, conferencing (Cisco) A/V endpoints, mobility, & printing standards; drive ITSM –creating a cultural shift in providing IT support; & developed knowledgebase for IT, laying the ground work for end user self service.• Instrumental in Service Desk outsourcing, rebuilding & training new team, producing $360K/annual savings.• Collaboration/Digital Workplace Governance: defined M365 tools, roadmap, implementation, & rollout process.• Drove trend analysis; SLA metrics; technical solutions -leveraging new capabilities & streamlining of processes.• Lifecycle Management: Defined & developed steady state Tech Refresh process, creating a predictable annual resource requirements.• Defined & drove PC Governance, including new hardware evaluation, standardization, & roadmap.• Created recurring cost saving of $225K by consolidating multiple devices for Sales Force staff.• Delivered annual cost savings of $50K by revising mobility contract with national vendor.• Lead by example, motivated, coached, & challenged team of 8 direct reports & 30 contract staff.

Philadelphia, Pa, Us

Brentford, Middlesex, Gb

Liaison to the R&D business, successfully managed business change, releases, & communications & user training for enterprise initiatives. Drove digital workplace/cloud initiatives (O365, Windows 10, Workplace by Facebook).Represented & analyzed R&D business needs & incident trends, embedding R&D requirements into central IT service organizations to ensure quality user experience (UX) was provided, faster adoption, and reduce risk of business disruption.Facilitated pilots & proactively collected VoC & user journeys from multiple sources to feed back to Service/Product Owners.

Brentford, Middlesex, Gb

Proven results in developing technical & communication strategies, managing stakeholders & business expectations, driving enterprise-wide projects, process & service improvements for the RAA (Citrix) service.✪ Developed and drove communication strategy, engagements & business change by impactful communication campaign methods, resulting in expedited user compliance & better Stakeholder Management, and business partnership.✪ Developed and managed RAA product Roadmap, drove service strategy and Governance model, enabling business stakeholders to better plan and execute their initiatives 3-5 years into the future.✪ Developed Release Management process for RAA enabling a uniform approach to business changes, software rollouts, & User Acceptance Testing, improving the overall Customer experience and productivity time savings.✪ Devised and implemented visual metrics to measure service performance and continuous improvement opportunities.✪ Led by example, motivated & coached team, connected with and challenged them to do their best & to be creative.

Brentford, Middlesex, Gb

Point person for all initiatives affecting any of the core IT Desktop Services including End User support, managed & led 80 remote staff located at multiple sites in Northeast US & Canada; vendor, service, & lifecycle mgt; service delivery, incident mgt & performance; mergers, acquisitions & divestitures (MA&Ds); and expansion into new markets. Drove tech/infrastructure changes; root cause analysis, continuous & process improvements.● Successfully led $2M Pull Printing initiative producing annual cost savings of $560K and reduced CO2 emissions by 370,000 kWh. Delivered to 3 sites, 5000 users within 6 weeks without issue or disruption to business continuity. Proper business change & vendor mgt, targeted communication & training plans fostered behavior change and eliminated End Users resistance resulting in the elimination of 2000+ peripherals.● Provided leadership & removed roadblocks for team; worked in alignment with Service Desk; reported & ensured teams met SLAs; used metrics to proactively identify improvement opportunities.● Design & implemented “PC Lounge” – a walk up counter service, strategically changing the Desktop Service model and saving $330K annually.● Conceived & implemented award winning “eCycling” initiative reclaiming and proper environmental disposal of 15 years’ worth of unused assets within 2 weeks saving 190K kWH & $21K annually. (See media links above; "Awards & Honors" below).● Transitioned the desktop service from GSK’s Canadian market into the global Desktop Service while acting as Operations Manager in tandem, maintaining core responsibilities.● Strategically defined & led adoption of new standards for wireless peripherals, aligning with GSK’s new ‘smart working’ strategy, enabling End Users the flexibility for more mobility.● Successfully built strong relationships & collaborated closely with various internal organizations & vendors on numerous initiatives, influencing without authority, & delivered high value solutions.

Brentford, Middlesex, Gb

Facilitated & delivered numerous large and small complex projects on behalf of R&D Business Unit. This included architecture planning, matrix team management, managing budgets in excess of $750K, and on point as both the voice of IT to the business and voice of the customer (VOC) to IT.● Built & led matrix team to integrate the infrastructure of acquired Praecis Pharmaceuticals into the GSK environment which included data migrations, application decommissioning, & eliminating 3rd party contracts, reducing overall annual costs of $200K.● Consistent success managing matrix teams to decommission numerous remote GSK sites including the transfer of employees and IT assets to other GSK sites without End User disruption.● Successfully gathered & architected business needs, aligned them with IT infrastructure standards & reduced TCO.

Brentford, Middlesex, Gb

Working in partnership with the R&D Program Director, managed four sub-teams, comprising of 75 permanent and contingent workers as part of a global initiative to migrate all clients (17,000+ desktops) to Microsoft XP environment.

Brentford, Middlesex, Gb

Oversaw IT projects, change management, and served as liaison between business customers and IT, all while focusing on process improvements globally at an enterprise scale.

Brentford, Middlesex, Gb

Successfully delivered & managed IT projects, supporting global regulated R&D business initiatives. (i.e. 21 CFR Part 11)

Brentford, Middlesex, Gb

Provided Help Desk/PC support & core team member that defined new global desktop deployment process for R&D.

B.S., Computer Science

Minor, Business Administration

Mba, Management Information Systems And Services