Robert Morris Email & Phone Number

Texas, United States

Texas, United States

Basking Ridge, Nj, Us

• Managed multiple projects across the enterprise• Disaster Recovery• Micro-segmentation• Microsoft APIM Migration• Genesis licensing• Creating Request for Proposal (RFP)• Vendor management• Provided weekly status reports to leadership• Using Jira, ServiceNow, Microsoft Loop• Initiating process improvement policies• Working with stakeholders to ensure expectations were properly managed• Managed end user interaction and client engagement for 4 sites, serving 15,000 end users.• Oversaw asset management, inventory monitoring, and ServiceNow updates.• Led cross-functional teams, managing 5 team leads and 18 analysts.• Provided leadership in problem, incident, and change management processes; member of the Change Advisory Board (CAB).• Coordinated decommission processes for three sites, managing several thousand IT devices.• Responsible for coordination of Moves, Adds, and Changes (MACS) for ten thousand end users.• Collaborated with Level 1 service desk and other stakeholders for process improvements.• Maintained SLA’s and presented findings during Monthly Business Review (MBR) presentations.

Plano, Texas, Us

• Managed delivery issue resolution and risk management.• Ensured high-quality delivery with global practices.• Managed client expectations and delivery aspects with Client Manager and Client Executives.• Implemented productivity improvements and best practices.• Led delivery teams across onsite, offshore, and nearshore locations.• Managed Annual Operating Plan and Monthly forecasts.• Handled resource forecasting, invoicing, variance reporting, and revenue recognition.• Built effective communications with stakeholders and cross-functional teams.

Plano, Tx, Us

• Request and Incident Management Support; responsible for L2 application support and ensuring that application performance and processes are monitored, and incidents are responded to in accordance with SLAs.• Lead for Process improvement; responsible for queue management, ensuring Requests and Incidents are assigned and resolved within their respective SLAs. • Primary Point of Contact for escalations related to Requests and Incident Management for their respective queues; operated as the liaison between support resources and Factory Reliability Engineer/Release Masters for upcoming development that may impact Production Support.• Problem Management Support / Major Application Incident Support. Participated in Major Problem Review (MPR) and assisted in driving completion of problem tasks.• Established /Managed /Reported KPIs and SLA/SLOs; was Operational Support Point of Contact. Also responsible for License Reconciliation Audits.• Responsible for Technology Recovery Plan (DR) Testing and support including Planning - Coordination for resources to execute Technology Recovery Plans, and Engagement - Contacting Digital Factory Reliability Engineers and resources to arrange validation of applications.• Responsible for Non-MIM Communications. Assist support resources and/or Major Incident Management with the drafting of Informational notifications sent to their Domain business users.

• IT Operations Manager Responsible for Support Center Trouble Ticket resolution, as well as Process Design and implementation for policies and procedures for the Tier 1, 2 and 3 support centers.• Supported internal corporate, and 135 external sites across Texas and Louisiana.• Used Cisco Meraki, SCC Service Desk, and Bomgar remote support tools; Responsible for maintaining and updating Active Directory using native Microsoft Active Directory, as well as Manage Engine Active Directory Manager Plus• Installed and configured Zoom software clients for audio and video conferences; performed Moves, adds, and changes (MAC’s) as requested.• Mentored Tier 1 personnel; operated as the liaison between Service Desk and Systems Analysts and Network Support Teams. • Resolved hardware and software issues with IBM, HP and Dell Servers, Laptops, Desktops, and All-in-one systems.

Computer Science

Computer/Information Technology Administration And Management

Military And Strategic Leadership