|
|
|
|
| Desired Industry: Information Technology |
SpiderID: 9474 |
| Desired Job Location: Arlington Heights, Illinois |
Date Posted: 11/2/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: At This Time |
| Desired Wage: 87000 |
|
|
U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
• Technology Support Manager with strong combination of help center management experience, hands-on computer operations expertise, and staff development skills. Particular expertise in developing new departments and procedures and leading groups through corporate reorganizations and technology transitions.
• Proven ability as a manager of groups of 8-36 employees, with teams earning consistent ratings of 99% on customer service surveys. Promoted through a series of positions in a wide range of functions, including shift operations, the network control center, client server farm, security administration, service level management and ITIL-based IT support and delivery.
• Established a strong reputation as a team-builder, mentor and trainer with many subordinates promoted into key positions throughout the organization.
• Developed effective working relationships with all levels of the company as well as vendors and other outside resources. Managed strategic partnerships with IBM, Microsoft, Computer Associates, and other resources.
Experience:
Allstate Insurance Company, Northbrook, IL
1977 to 2006
Senior Manager / Consultant – Provided leadership and expertise, developing highly-rated teams as the company and its information technology expanded and evolved. Highlights of accomplishments:
• Early on, became the “go-to guy” to update various functions and ensure that the front-line technology support teams gave the agents and internal clients, enterprise-wide, what they needed to provide the highest quality customer-focused service.
• Chosen to lead a group of five professionals on a project to design and implement an enterprise problem-management structure for all technology platforms. Identified, recruited and organized a large group of subject matter experts (including Microsoft premier support staff) to analyze and successfully resolve recurring incidents (2005-2006).
• Managed a team that conducted all level-2 support for almost 2000 Compaq servers and 10,000 network nodes. Managed a self-maintainer position with Compaq and the implementation of several release-level changes in the operating systems. Instituted the practice of automating server virus protection (2002-2005).
• Chosen to set up and manage the enterprise help center designed to transition the organization through Y2K. Managed 36 direct reports, including contract staff. Developed problem determination procedures and enrolled business groups to conduct technical support. Established and coordinated rapid response procedures for severe business interruption situations and achieved a best in class customer service rating.
Education:
Certified in ITIL IT Service Management Essentials
Continuous education in information technology and business operations through
in-house training and industry seminars and courses
Completed one year of marketing and filmmaking coursework at Columbia College, Chicago, IL, and one
year of business and communications coursework at St. Norbert College, De Pere, WI
Skills:
Particular expertise in developing new departments and procedures and leading groups through corporate reorganizations and technology transitions.
• Proven ability as a manager of groups of 8-36 employees, with teams earning consistent ratings of 99% on customer service surveys. Promoted through a series of positions in a wide range of functions, including shift operations, the network control center, client server farm, security administration, service level management and ITIL-based IT support and delivery.
• Established a strong reputation as a team-builder, mentor and trainer with many subordinates promoted into key positions throughout the organization.
• Developed effective working relationships with all levels of the company as well as vendors and other outside resources. Managed strategic partnerships with IBM, Microsoft, Computer Associates, and other resources.
Reference:
Available upon request.
Candidate Contact Information:
| Name: Peter Morrissey |
|
| Street: |
Phone: 847.870.1886 |
| City: Arlington Heights |
Fax: - |
| State: Illinois |
|
| Zip: 60004 |
|
| Web Site: |
|
|
|
|
|
|