Max Biddle Email & Phone Number

Saint Clair Shores, Mi, Us

Saint Clair Shores, Mi, Us

Michigan, United States

Provides a focal interface to QAD Cloud Operations customers to insure optimized and uninterrupted service delivery.DUTIES:• Coordinate operational service, projects, action plans and resources. Work closely with Delivery Teams to adhere to key processes around major incident management, change and problem management• Ensure Cloud Operations service delivery contract adherence for respective customers and that SLAs are delivered• Collaborate with Support to identify problem calls with QAD ticketing system and escalate as needed. Create process improvement metrics, reports and changes to existing process documentation. Provide interface between the Support Teams and the client for escalations and major incidents• Responsible for perpetual monitoring of customer satisfaction via the Service Delivery Scorecard. Provide formal Monthly Service Reviews and Service Reports• Provide financial management of the service delivery contract. Manage delivery costs to ensure profitability. Determine appropriate revenue recognition, ensure timely and accurate invoicing and monitor receivables. Follow up with clients as needed regarding unpaid invoices• Work closely with regional Sales to position solutions and services as part of the sales cycle with existing clients. Includes presentations of Cloud Operations, AMS operational capabilities, and specific services solutions to clients• Supervise the deployment and support of Enterprise Resource Planning (ERP), Transportation Management, and Financial, Manufacturing, Materials Management, Quality Management, Lifecycle, Inventory and Supply Chain Management solutions or integrations• Managed sessions to track down performance or other availability reoccurring incidents• Provides direct updates on on-going operational topics and communication to all levels of leadership and c-suite management• Influence customer solution discoveries and steer conversations to benefit perspective sales opportunities

S&P Global Inc.

Responsibilities included:- Manage the daily operations of services delivery with the operations environment- Vendor relations management- Account management oversight for dedicated clients- Monitor the performance, training and development of self and staff- Work critical objectives key to account success- Service and transition management- Hardware, software, licensing and maintenance procurement- Evaluated solutions against the customer requirements, processes and infrastructure

Mcgraw-Hill Financial

Responsible to :- Coordinated work objectives for the team.- Service Level Management- Problem and corrective actions development in weekly strategy sessions.- Project reporting and drive incident resolution.

Mcgraw-Hill Companies & Siemens Industry

Guides customer service and very complex support for products and/or programs. Guides investigations and resolves very-complex problems. Guides activities with other internal departments to meet customer needs.Guides the provision of scheduling request prioritization to supplier facilities. Identifies and resolves contractual and/or warranty issues and monitors associated costs.Performs advanced areas of work for the professional field. Applies advanced skills to resolve complex problems not covered by existing procedures or practices independently. Displays a high level of critical thinking in bringing successful resolution to high-impact, complex, and/or cross-functional problems. Interface between account team and delivery towers for assigned accounts with interaction direct with clients as requested by the account team.

Team Lead for service delivery of assessments and virtualizations.- Evaluate system requirements based off business configuration policies with respect to performance, security, cost and design.- Research and audit well over 3000+ systems to develop a solution plan across nearly 200 sites to meet customer needs utilizing nProbe/NetQoS, custom scripts, PlateSpin Recon, dynamic discovery tool reports, and legacy documentation.- Ensure capacity necessities while controlling cost with respect to contractual requirements.- Accomplished contractual required deliverable saving approximately 1 million dollars in penalties and potential loss of customer business.

- Managed remote sites all across the country in all matters concerning communications, particularly Information Systems.- Countless leadership roles in the support of unit requirements in abundant positions in various locations across the globe.

Weyerhauser/Cbpr

- Senior technical lead for configurations, migrations, builds, virtualizations with PlateSpin, incident investigations and resolution of physical/virtual systems many within VMware vSphere clusters across 2 datacenters in addition to various satellite locations.- Worked with service vendors to architect and integrate technologies such as RBA and VMware (HA, VUM, and SRM) into the environment.- Coordinated a project to improve the overall effectiveness of managed services through a virtualization project that saved approximately 35% of total IT system operating costs between 2 datacenters.- Developed and managed a project to reduce DHCP server infrastructure from 6 physical systems to 2 virtual platforms and additionally performed a complete audit and standardization of the over 1000 managed scopes to further reduce costs while ensuring continuous service.- Administered enterprise level security management and data collection tools for assessment, reporting, and remediation to security vulnerabilities.

Defense Logistics Agency

- Reviewed contract requirements and negotiated requirements to develop appropriate SOW’s for technical towers.- Coordinated the migration of systems into a remotely managed network model.- Managed multiple AD domains for a global federal customer multi-million dollar contract- Engineered solutions based on customer expectations and designed infrastructure.

- Managed remote sites all across the country in all matters concerning communications, particularly Information Systems.- Countless leadership roles in the support of unit requirements in abundant positions in various locations across the globe.

Bachelors Of Science (B.S.), Information Technology And Security, 3.879

Information Assurance

Vcp

A+

Associate’S Degree, Liberal Arts And Sciences/Liberal Studies

Mcp, Windows 2000 Server & Professional