Rick French Email & Phone Number

Plano, Texas, US

• Oversaw and directed IT operations processes, support, production and projects while overseeing up to 150 direct/indirect reports. Changed process to division-wide standardized change management program and platform.
• Designed, implemented and executed problem management program targeted at reducing incidents and associated outages, reducing 120,000 incidents first year and 100,000 second year.
• Redesigned and revitalized company’s technical service desk, involving development of new approach to handling incidents, streamlining process and focusing on first contact resolution program increasing first contact.
• Developed and implemented processes for introducing support of new work as well as program to manage mobile technology and costs, reducing costs 25% in first three months.
• Created, built and implemented store self help program allowing stores to handle standardized replacement of hardware and acquisition/training issues without need to call service desk. Facilitated addition of online.

Plano, Texas, US

• Managed daily operations for two corporate data centers, 17 geographically dispersed IT teams and smaller equipment installations, including 200 direct/indirect reports. Implemented cost saving environmental changes.
• Standardized work activities across data centers and 17 remote processing locations. Reorganized department, new positions and job descriptions, clarified roles, and streamlined processes, resulting in improved.
• Developed and implemented data center and remote location business continuity plans used in emergency, as well as for planned outages.

Plano, Texas, US

Overall responsibility for the Command Center, providing first and second level support for all components of the infrastructure:Application SupportNetworkzOSWindowsAIX / UNIXMiscellaneous mid-range systems

Plano, Texas, US

Various roles and leadership positions:IT Manager, Change Control, Automation, Transition Team