John Crouse Email & Phone Number

Jefferson City, Missouri, United States

Columbia, Mo Us

United States

Service Delivery Manager – Midrange Database and Middleware Services, SAP• Provided the Delivery Project Executive a single point of contact as the advocate betweenservice delivery and the customer• Managed delivering to contract performance standards and KPIs to meet SLAs• Ensured positive customer satisfaction and customer relationship is maintained• Primary interface for customer service managers for SAP, Oracle, MS SQL and Middleware• Managed service quality and improvement of service delivery processes• Continually identifed ways to improve the quality of service and reduce costs• Owned and managed subcontractors/third party providers, as directed by the DPE• Participated in account planning and strategic direction• Participated in the response to RFS’s on behalf of the delivery organization• Participated in technical proposal preparation and submit to DPE for review and approval• Provided account leadership and direction for my teams• Understand and communicate business requirements to all service delivery functions within IBM• Provided backup support to other SDMs on the account, where needed• Participated in the change control board and change control process, approve changes for my teams• Provided oversight and guidance for timely SSL certificate renewals and installations• Prioritized all aspects of ticket management, incidents, problems and changes for my teams• Tracked labor claiming for my teams

Columbia, Mo

Service Delivery Manager – Active Directory Services, Email Services, Midrange Database and Middleware Services, Mobility Services and Disaster Recovery, SAP• Provided the Delivery Project Executive a single point of contact as the advocate betweenservice delivery and the customer• Ensured positive customer satisfaction and customer relationship is maintained• Managed delivering to contract performance standards and client measurements• Drove/Managed service quality and improvement of service delivery processes• Continually identified ways to reduce costs delivering the service and improve service• Delivered on service commitments as directed by the DPE• Owned/managed subcontractors/third party providers• Participated in technical proposal preparation and submit to DPE for review and approval• Participated in account plan/strategy• Provided technical support and participate in the change Control Board and/or change control process• Provided account leadership/direction • Participated in the response to RFS’s on behalf of the delivery organization• Drove /participated and coordinated audit readiness and GSD331 compliance for delivery• Drove / participated and coordinated crisis management ensuring customer communication until issue resolution• Provided backup support to Asset Manager SDM• Primary interface for Customer Service managers• Understood and communicated business requirements to all service delivery functions within IBM.• Provided after hours on-call escalation support for the steady state service teams for Sev 1 and Sev 2 outages• Tracked SSL certificates for the customer and work with the procurement team on renewals and the steady state teams for coordination of installations• Acted as a point of contact for the Multi-Service Integrator and manage their credentials in our paging system, XMatters• Coordinated and executed a disaster recovery exercise for 11 state government agencies with a 100% success rate

Columbia, Mo

Dubuque, IA and Columbia, MOEmail and Collaboration Support Engineer - Microsoft Exchange• Provided level 3 Microsoft Exchange 2003, 2007 and 2010 support.• Supported email related devices such as Razorgates and ZIX encryption boxes.• Supported email related software such as Symantec Antivirus, Antigen, Symantec Enterprise Vault, Microsoft Office Communications Server and various others. • Worked with enterprise level ticketing systems such as Clarify, ManageNow and Maximo in both problem and change management areas.• Provided focal duties for the SOG account for the Email and Collaboration team.• Provided after-hours support for SEV 1 and SEV 2 outage support.• Worked with internal IBM processes and programs such as CIRATS, iSEC health checking, on-boarding and off-boarding management for the team, security focal duties and various other assignments and tasks

• Managed four LAN’s, three domestic and one off-shore, consisting of 100 PC’s and two WAN’s consisting of three domestic locations in a Microsoft Server 2003 R2 environment.• Managed an internal mail and news server running Microsoft Exchange 2003.• Responsible for maintaining the IT budget and justifying and tracking ROI.• Setup and maintain all associated hardware and software for use in a typical networked manufacturing environment.• Managed multiple site connectivity including Internet connectivity and security.• Managed multiple phone systems for three locations and IP phone connectivity via VPN’s.

• Taught 10 semesters of computer classes at GRCC. The classes included Windows 95, Basic Programming and Intro to VB.

• Tought seven semesters of manufacturing based classes ranging from basic machining and quality control to die design and fixture design.

Bachelor’S Degree, Computer Information Systems, 3.92

Associate’S Degree, Machine Tool Technology And Tool Design, 3.75

This was two Associates Degrees.