Howard Rosen, Pmp Email & Phone Number

Strong Service Levels are paramount to client and business success. With over 15 years of expertise in IT project delivery, service delivery, resource planning and technical support, complemented by hands-on experience in managing the optimization of Help Desk call centre processes, Howard Rosen knows the value of strong service. As a leader in the Unisys family, Howard has demonstrated his remarkable project and people acuity, with a strong understanding of what works at every level of IT. BOTTOM-UP LEADERSHIP STYLE: Howard’s career change into IT found him starting as a Technical Support Agent, assisting in the creation of systems, processes and customer management tactics while managing the transition of previous Service Desk teams. His maturity and natural leadership style lent this newly founded IT Service Desk the strength to increase service levels and grow to be a high contributor in the business. WEALTH OF TRAINING: Stepping up to the plate of improving systems and processes, Howard leverages his training in ITIL v3 processes and as a Six Sigma White Belt; certifications (OCP certification, MCSE certification, ITIL V3F certification); and education, both an Honours Diploma PC Support & Network Administration and Honours Diploma Computer Programming & Systems Analysis. HIGHLIGHTS OF HIS SUCCESS WITH UNISYS INCLUDE: Managing Project Implementation and service enhancement as a key player in NGN PHASE II, GDNS, and One Network projects.Key coach, trainer and mentor to technical staff to improve SLA and increase overall metrics while taking a lead role in building second level support service desk processes from the ground up for call centre, desk side and remote support of 1400+ end users spanning 5 locations.Specialties: Customer Loyalty & RetentionITIL Best Practices6 Sigma Lean MethodologyProject Management & PMI Best PracticesConsulting & Client Relations LAN & WAN ManagementDatabase & Desktop Service ImprovementOn-Site & Remote Diagnosis Network Configuration & Administration Systems Analysis & Administration Hardware & Software Troubleshooting Root Cause Issue Analysis & Resolution Help Desk Software

Listed skills include Itil, Troubleshooting, Project Management, Technical Support, and 29 others.