Bob Sochacki Email & Phone Number

Farmington Hills, Michigan, Us

Nashville, Tn, Us

Infrastructure Projects: VPN Consolidation; Pager Duty Implementation for Incident Management; Veaam Backup Upgrade and Cloud Offsite Storage; Office 365/DUO MFA Implementation; Fortinet Firewall Implementation

Sunnyvale, Ca, Us

• Lead the life cycle of IT User Services. Working with agile teams to develop and roll out new services and enhance existing services.• Develop and deliver strategy and plans for the realization of improved user experience through tool development, process improvement and self-service tool implementation using agile methods for service request system (integrated with SCCM), Jira Service Desk and outsourcing of services. • Act as the service management consultant for the IT organization to implement processes and systems that provide value to the business. Implemented reports, metrics, KPIs and increased data awareness• Led Project to outsource User Help Desk, Concierge and Desktop Support to a managed service provider, including Run Book & Standard Operating Procedure Development. Also assisted with staffing for MBRDNA location. Project completed on time and met requirements; greatly improved user experience, added efficiencies and reduced internal costs. ROLES: Project Management, Strategic Planning, ITSM Consultant, Trainer, User Experience Design, Metrics/KPIs/Business Intelligence Analyst; Process Development, Knowledge Base Management, Incident Management, Request Management/Fulfillment; Supplier ManagementTOOLS: Request Fulfillment/Provisioning (Proprietary), Service Portal, Service Catalog, Jira, Jira Service Desk, Confluence, PowerBI, MS Office, SharePoint, Daimler Proprietary Services Tools, Agile Methodologies (DevOps, SCRUM, etc.)

Northville, Mi, Us

Responsible for managing the SaaS and Internal infrastructure for the largest time and attendance company in the US. Implemented technology and processes for incident management, service requests and a user self service portal. Implemented technical and user knowledge bases, published metrics and implemented continual improvement activities to streamline operations, improve efficiency and increase user satisfaction. Published a business service catalog and IT Services website. Implemented a user awareness program (newsletters, posters, etc.) to help foster security awareness and discipline. ROLES: Project Management, Business Analyst, Process Development, Knowledge Management, Supplier Management (Colo), User Service Portal, Service CatalogTOOLS: CITRIX GoToAssist, Wikispaces, Whats UP Gold, Manage Engine, Proprietary In house Configuration/Management Tool, Agile Methodologies

Tampa, Fl, Us

Lead on Service Request Fulfillment. Advocate for customer requests to ensure they are delivered properly. Responsible for leading change that adds value to the customer experience. Organized service workflows for readiness for the Service Now implementations of Service Requests/Fulfillment. ROLES: Project Management, Business Analyst, Process Improvement, Request Fulfillment, Incident Management, Metrics/KPI Analyst, Business Relationship ManagementTools: Service Now, Ariba, IBM ITSM Tools, MS Office, Agile Methodologies

San Jose, California, Us

Support MSP and corporate customers to navigate the successful use of ITSM products and services to align with their strategic goals. Served as a customer advocate for 80 customers in 3 Regions (10 states and 4 provinces) for software services delivered through on premise installations and SaaS deployments. Responsible for coordinating with Product Management, Engineering, Support and Service Delivery teams to influence improved products and services. ROLES: Account Executive, User Experience, Customer Success/Enablement, Voice of the Customer, ITSM Consultant, Business Relationship Management, Strategic LeadershipTOOLS: Nimsoft Monitoring, Salesforce, Nimsoft Service Desk, Cloud/On Premise Technologies

Responsible for leading a highly effective team to support external Managed Services Provider and SaaS customers for a 24x7/365 NOC and Support Center for multiple products and services in the PLM, GRC, EDI, Security and Managed Services areas. Achieved a 4.85 HDI CSI rating by utilizing automation, self service, employee training and goals, metrics and innovation.Made significant strategic changes to add value to the customer experience using people, technology and innovation. Implemented technical and user knowledge bases, published metrics and implemented continual improvement activities to streamline operations, improve efficiency and increase user satisfaction. ROLES: Client Management, Customer Management, Incident Management, Managed Services Support, Knowledge Management, Strategic Leadership, Business Relationship Management, 24/7 Incident ManagementTOOLS: SAP, Salesforce, SharePoint, HDI CSI, MultiChannel Support, CTI, IVR, Contact Center, Cisco CM

Responsible for designing and delivering solutions and systems for internal and external customers. Successfully led a project that integrated and migrated 2 large data centers to one location, ahead of time, within budget while maintaining service level targets. Implement Service Design processes and best practices within the Service Delivery group. Working with internal groups to integrate service delivery processes to improve customer satisfaction and deliver agile solutions.

Responsible for managing the IT Service Desk, Change Management, Service Support and Service Delivery in a 24/7 environment with a diverse and complex infrastructure that provides support to 21 locations, supporting over 10,000 users, with an annual budget of $1 million.Implemented a new Service Center (HEAT) tool for incident management, service requests as well as a self service portal for requests. Implemented technical and user knowledge bases, published metrics and implemented continual improvement activities to streamline operations, improve efficiency and increase user satisfaction. · Manage the Service Desk for North America, which is the single point of contact for all IT Incident Management and Change Requests. Provide Level 1 support of Windows 2000/XP desktops on MS/Novell/UNIX network of in-house, ERP and commercial applications. Led a team of 6 Help Desk Analysts supporting over 10,000 Incidents and Service Requests per month. Consultant and Liaison to Asia Pacific Service Desk. Implemented Self Service and Automation to streamline requests and provide transparency. · Successfully launched the the Domino’s Pulse Help Desk supporting over 1300 stores. Responsible for developing, coordinating and managing start up of the Pulse Help Desk as a new line of business. Led a team of 15 Help Desk Analysts (L1-L3) and one Sales Person to support their store management software (Pulse).ROLES: Incident Management, 24/7 Global Support Manager, Request Management/Fulfillment, Service Desk Design, TOOLS: FrontRange HEAT, Service Portal,

Responsible for development and management of the Help Desk, Data Center Operations and GroupWare. Responsible for up to 20 employees, servicing 5 locations with an annual budget of $1.2 million. · Designed and provided leadership to the Technical Service Center (Help Desk), supporting desktop hardware and software for over 1100 users and 1300 Dell desktops/laptops and HP printers. Support Windows 95/ NT/2000 on a MS/Novell/UNIX Network supporting Oracle, Progress and Clarion client server applications. · Managed Data Center Operations (DCO) supporting all batch job runs, ftp, client media tracking, tape backup/restores and report generation on UNIX, MS and Novell Network. · Managed GroupWare Systems, responsible for all administration and development of Lotus Domino and Notes Client. Integrated workflow between Lotus Notes, System 9000 and HEAT to increase efficiencies.

Detroit, Mi, Us

Provide project coordination for all information technology needs for the firm. Led a team of 10 people to provide administration, maintenance, technical support and services for voice and data needs to the user community for one of the largest law firms in Michigan with 12 offices worldwide. · Schedule, communicate and track all project activity. Provide problem management support. Supported implementation of Windows NT, 100baseT, Cat5 infrastructure, ATM, MS Exchange, Document Management, Office 97 and other integration activities. Coordinate with Help Desk to identify and resolves PC, application and network issues. Supported budgeting, technical solutions, process re-engineering and staffing.

Houston, Texas, Us

Led a team of 6 individuals to successfully provide videoconferencing services to GM users and other EDS customers. Provided scheduling and meeting support services for 135 international locations. Made a promotional marketing video to promote the service at EDS. · Responsible for operation of the EDS Videolink CAC. Coordination of international and domestic scheduling, connectivity and operational support for customers. Provided support for large, medium and small systems on dedicated and switched (ISDN) networks. Provided input to Marketing, Project Management and Research groups for the success of the entire Product Line. Acted as the liaison between the room coordinators and the technical infrastructure groups.

Houston, Texas, Us

Provided support for the GM/Saturn Local Area Network. Handpicked by EDS management to lead the development, documentation and implementation of corporate operating policies and procedures for their local area network.Develop, document and implement policies for security administration, directory structures, auditing, contingency management, security controls and support roles. Provided administration and maintenance for approximately 2500 users, 1300 workstations, 26 servers and 60 printers across 10 facilities in 3 states.

Houston, Texas, Us

Provided data communications technical services and support to the GM/Saturn customer for data center and LAN connectivity. Set the direction, roles and responsibilities for 3 Communications Installers. Support and track inventory, billing and maintenance of communication services. Coordinated installation and support activity with account representatives, technical support groups and customers to meet the needs of the organization. Provided project management needs for communications services. Installed and support data communications for approximately 1500 users in 5 facilities across Michigan. Assisted with communications installation for startup facilities at Plant in Spring Hill, TN.

Eet, Electronics

Education record

Mis