Release Manager/Service Delivery Coordinator: Xerox North America and Europe•Manages projects for Xerox Mainframe services. Oversees the projects through all stages of the process, ensuring appropriate controls are applied, approvals are obtained, and coordination of all relevant parties is achieved.•Manages the implementation of all changes to Mainframe Applications and Managed Compute Services by reviewing, assessing, evaluating, authorizing and scheduling.•Monitor and create problem tickets•Weekly Change Review with the client.•Identify the underlying causes of service incidents, minimizing or preventing future disruption to the customer through Root Cause Analysis.•Daily contact with the client.•Monthly measurement/SLA reporting for Mainframe Applications and Managed Compute Services.

Accounts: Textron, University of Pennsylvania Health Systems, Freddie Mac, Cobham, Huntington Ingalls, Boeing, ETS, Westinghouse, Toyota, Xerox•Supervises operations of service delivery teams for smaller sized or segment of larger accounts to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives.•Supervises functional areas or department account leads on smaller sized or segment of larger accounts to ensure that business solution objectives are met.•Develops demand forecasts with account teams to assist functional areas or departments in planning and delivering end-to-end services.•Works with functional areas or departments to interpret and plan projects or workload forecasts. Identifies and oversees resolution of account specific service problems, including prioritizing work requests.•Works closely with management team, lines of service and clients to help manage complex relationships between delivery and consumer groups to ensure good client relations.•Identifies and monitors service improvements to increase customer satisfaction. Supervises and ensures delivery of projects meet client and company expectations and needs.•Partners and collaborates with functional areas or departments to integrate new, enhanced and existing service offerings for accounts.•Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers, and terminations to manager.

•Drive Global Service Request Management processes across numerous Fortune 500 accounts. •Monitor and create problem tickets using Remedy (7.1, 8.0), MyServices, and HP Service Manager.•Daily contact with the clients. •Delegate work as needed to ensure SLA’s are met. •Assist management in creating documentation used as training references. •Assistant to teamlead. •Daily reporting to manage daily operations for over 25 resolver teams. •Perform data analysis to determine root cause of missed SLA’s and work with team leads to ensure tickets are being handled in the most efficient way. •Mentor and trainer to team members. •Participate in continuous service improvement effort to deliver the Service Request service more efficiently and effectively.

Midrange server Monitoring: Unix/NT Operations, supporting AIX, HP-UX, Sun, performing backups for multiple clients using Veritas Netbackup 4.5, 5.1, 6.9, 6.5 and Data Protector, admin functions including file permission modifications, account creations, file system manipulation, light scripting, server troubleshooting (resolving down servers). •Responsible for writing training documentation used in training staff on various monitoring tools. •Monitor and create tickets using Remedy 7.1 and USD, assign to the appropriate groups, as well as work tickets as needed.

Maintained Tape Library for Mainframe and Midrange Media. •Duties included: Controlling/managing internal and external inventory, media filing management, liaise with offsite Media Storage Vendor (Iron Mountain), maintain complete and accurate records of all media types, ensure availability of scratch tapes, manage and train all media personnel, problem ticketing, authoring departmental procedural documentation, SLA assurance and direct client relations management.