Rick Sanders Email & Phone Number

Indianapolis, In, Us

Orlando, Fl, Us

• Operated as Major Incident Commander for all Priority One-level incidents worldwide (24x7x365).• Redefined Incident Management organizational framework to align with ITIL and ITSM practices.• Developed and implemented both critical and major Incident Management organizational frameworks.• Redefined Incident Management, critical incident, and major incident management SOPs.• Defined all Incident Management KPIs, SLAs, process workflows, and RACI matrices.• Developed all Incident Management performance analytic dashboards, widgets, and reporting within ServiceNow.• Conducted post-incident review meetings to determine root cause in coordination with Problem Management.• Led monthly Incident Management performance review meetings with all support and executive leadership stakeholders.• Assisted Problem Manager with the development and implementation of Problem Management organizational framework, SOPs, KPIs, SLAs, RACI matrices, and process workflows to align with ITIL and ITSM practices.• Supported the Problem Manager with hiring and implementing the Problem Management team.• Selected as a project member to define, coordinate, and implement new ServiceNow modules and new enhancement capabilities for the Service Desk (i.e., help desk and service request management), Incident, Problem, and Change Management.• Fostered the implementation of two third-party support MSPs (help desk, NOC, and Tier 3 software application support).• Served on the Change Advisory Board, including participating in weekly review meetings, as well as reviewing and assisting technical resources with submission.

Spokane Valley, Washington, Us

• Managed both Service Desk and NOC managed service lines.• Operated as Major Incident Commander for all Priority One-level incidents (24x7x365).• Redefined Incident Management organizational framework to align with ITIL and ITSM practices.• Defined all Incident, Event & Problem Management KPIs, SLAs, process workflows, and RACI matrices.• Developed all Incident Management performance analytic dashboards, widgets, and reporting within AutoTask.• Conducted post-incident review meetings to determine root cause.• Led quarterly business performance review meetings with all client support and executive leadership stakeholders.• Served on the Change Advisory Board, including participating in weekly review meetings, as well as reviewing and assisting technical resources with submission.• Managed & maintained the budget for both Service Desk and NOC service lines.• Managed all 3rd party vendor and partner MSP relationships.• Collaborated with Sales and Account Management to redefine the Service Catalog.• Negotiated and transitioned from a poorly performing partner MSP to a more efficient MSP partner.• Renegotiated the cost of several software licensure and tooling to reduce cost by 30%.

Casablanca, Grand Casablanca, Ma

• Assisted with redefining and implementation of new organizational framework for service desk organization.• Defined, hired, and implemented the help desk support team.• Managed 12 direct reports over four U.S. time zones.• Defined, implemented, and provided all service desk phone and ticket KPI reporting and analysis.• Provided the last line of defense and escalation support to all technical resources.• Acted as major incident commander for all Priority Level 1 incidents nationwide.• Coordinated with Problem Management to determine preventative measures post-mortem.• Served on the Change Advisory Board, including participating in weekly review meetings, as well as reviewing and assisting technical resources with the submission of change requests.• Led statement of work reviews.• Conducted client onboardings, transitions, and off-boardings.• Conducted and participated in client quarterly business reviews in coordination with the Account Management team.• Led internal and external projects in collaboration with all managed services organizations and stakeholders.• Developed, implemented, and maintained service request and incident procedural documentation.• Aided in transition from one knowledge management system (OneNote) to another (IT Glue).

Kansas City, Mo, Us

• Maintained daily oversight of all support functions to ensure SLA attainment and performance metrics were within scope.• Provided the last line of defense and escalation support.• Defined and implemented organizational framework for the service desk organization, all service desk phone and ticket KPI reporting and analysis, and all process workflows and support of SOPs.• Provided oversight of event and patch management activities.• Assisted in drafting a service continuity and disaster recovery process plan.• Managed the operational expense budget.• Acted as major incident commander (24 / 7 / 365).• Conducted post-incident review meetings to determine root cause and preventive actions.• Developed, implemented, and managed the asset inventory management process and system.• Facilitated vendor and software license management.• Reviewed and approved all RFCs within service desk and infrastructure organizations.• Managed several internal projects in collaboration with all IT and business organizations.• Managed 22 direct reports across three verticals (infrastructure, service desk, and asset and procurement). Conducted interviews, new-hire orientations, trainings, coaching, and performance reviews.• Developed and maintained a knowledge management system.• Facilitated Dell KACE system architecture and administration.

Indianapolis, Indiana, Us

• Assumed daily oversight of all support functions (Tier 1 to 3).• Provided last line of defense and escalation management support.• Defined and implemented organizational framework for the service desk organization, all service desk phone and ticket KPI reporting and analysis, and process workflows and support of SOPs.• Developed, implemented, and managed an asset inventory management process and system.• Facilitated vendor and software license management.• Acted as nationwide major incident commander (24 / 7 / 365).• Conducted post-incident review meetings to determine root cause and preventive actions.• Managed a known error database.• Led internal and external projects in collaboration with all technology, business, partner, and vendor organizations.• Developed all job descriptions and defined technical competencies for service desk and infrastructure organizations.• Conducted interviews, new-hire orientations, trainings, coaching, and performance reviews.• Managed scheduling for 24 / 7 / 365 service desk organization, including field staff dispatch to client sites. Managed five direct reports across two U.S. time zones.• Developed, implemented, approved of service request / incident procedural documentation.• Provided systems administration for Windows Server 2003 / 2008 R2; Active Directory and Group Policy; VMware; Apple MDM Server; Citrix XenApp 6.5-7.5; Backup Exec Data Backup; Sophos and Trend Micro Antivirus server; and Microsoft Exchange 2007-2013.• Oversaw and facilitated Windows OS image build and deployment administration as well as Windows 7 / Vista / Windows XP support and implementation.

Norwalk, Connecticut, Us

•Built the entire network infrastructure from the ground up. •Facilitated Microsoft Server 2003 / 2008 administration.•Active Directory and Group Policy administration.•Commvault Data Backup administration; Microsoft Exchange 2007 administration; and Microsoft Windows XP / Vista/ 7 administration. •IT asset inventory management. •Trained all business units on IT policies and procedures. •Managed configuration, installation, maintenance, troubleshooting, and repair issues involving PC hardware, software, and telephony of VPN and WAN connections within a 1,700-node network.

Palo Alto, Ca, Us

• Supervised all computer customization staff.• Built and configured all U.S. Department of Defense and commercial laptop, desktop, and servers. • Served on the quality control team.

Itil V4 Foundation

Comptia Network+

Comptia A+

Bachelor Of Science - Bs, Psychology

Associate Of Science - As, Computer Science