Robert Usrey Email & Phone Number

Dell Account

Indianapolis, Indiana Area

Dallas/Fort Worth Area

Executive leader with expertise in all facets of IT management, customer service, and global account delivery in IT service delivery. Management experience in collaborating with all members of the organization to achieve business and financial objectives. Instrumental to the successful management of client deadlines and expectations, enhancing productivity, and driving innovative solutions within a global matrix environment. Skilled negotiator, trainer, change manager, and strategist; able to forge solid relationships with partners and build consensus across multiple organizational levels. Technical proficiency in MS Office Suite, ITSM, and Remedy.Highlights of Expertise• Strategic Business Planning• IT Service Management• Account Health Governance• Staff / Performance Management• Contract Development / Negotiations • Project and Program Oversight• Process Redesign / Change Management • Operation / Accounts Management• Customer Service / Problem Resolution• Team Building and Leadership

Oversaw various accounts, including for AON Corporation and Ascension Health. Executed all aspects of operation management support encompassing Install, Moves, Add, and Changes. Provided leadership in relation to service desks, desktops, networks, multiple applications, security policies, L1, L2 and L3. Maintained focus on monthly SLA/KPIs and working globally with teams from all regions. Led contract management and ensured teams delivered based on SOW.• Delivered onsite and remote desktop support to 18,000 clients in 162 cities.• Managed and supervised junior managers for helpdesks in Montreal and Kuala Lumpur.• Transitioned 598 people as part of an outsourcing deal from a client to DXC, and provided one-on-one, end-user training post-transition.• Coordinated with cross-functional teams to resolve operational escalations, while effectively liaising with management.