Rob Collier Email & Phone Number

St Paul, MN, US

Managing the Client Technology Desktop Team across the country along with the Client Technology Architecture group, develop and management of pc and printer environments, enterprise OS and applications throughout the corporation.

St Paul, MN, US

Managing a team of Client Technology Support technicians across the country providing exceptional customer service to a highly diverse community of 7000+ users. Focus on driving process improvement within our delivery scope, development of SLA metrix to measure our service delivery and drive improvement in delivery of our services. Additionally I am the.

Minneapolis, Minnesota, US

• Managed 20 member Vendor Outsourced Service Desk and Deluxe Operations Center providing Incident, Problem and Change Management services for 6500 employees in North America.
• Streamlined processes and analyzed data analysis, resulting in incident reduction of 25% and Service Desk cost savings of $200K annually.
• Drove incidents to resolution by providing Critical Situation Management, troubleshooting and supporting group engagement.
• Developed reporting and dashboard capabilities, reflecting trending, KPI and SLA management. Implemented CASD ticket management tool and ITIL methodologies.
• Expanded team capabilities through continual process improvement and focused service delivery utilizing LEAN and ITIL methodologies.
• Performed extensive data analysis for more accurate KPI and SLA reporting, providing management, clients and external Financial Institutions with more accurate representation of the services being delivered.

• Managed 12 man on-site support team at Toro’s Bloomington MN headquarters, a leading landscaping and maintenance product provider and world-wide Call Center support for over 5,000 employees.
• Implemented Service Desk and Desk-side Support services for Toro Company. Directed transition from Toro’s previous provider including hiring of on-site Break / fix, Deskside and Call Center team members.
• As part of a seamless transition, Trained on-site staff and centralized Help Desk support. Developed support documentation and Process Management methodologies.

Frankfurt Am Main, DE

• Managed service delivery for 6,500 employees at Deluxe Corporation, Including IT support staff delivering break / fix maintenance, IMAC delivery, 3rd level support and ad hoc project management
• Directed Client SLA’s in consistently meeting or exceeding service delivery goals.
• Extensive data analysis to identify trending and meaningful reporting.
• Managed 12 member team locally and 24 member team nation-wide.
• Reduced warranty costs by 20% by identifying inconsistencies in outsourcing contract.
• Attained ITIL Foundation certification along with 100% of support team.

• Supervised staff of 25 in Mid-west region for IT support of Wells Fargo Banking institution located in Minneapolis, MN.
• Contributed to driving support costs down by collaborating with management team and technicians, in developing business and client support processes with focus on standardization.
• Fostered process improvement and overall client satisfaction in consultation with multiple levels of management within banking institution.
• Partnered with Vendor Management Office, in selling services to additional business units within banking systems.
• Interfaced with client and Senior Account Management for developing and providing monthly KPI reporting.Service Manager- Ellerbe Becket-Minneapolis, MN Service Manager- American Express-Minneapolis, MN.

Business Administration And Management

Business Management