John Smith Washington Street,

Transcription

1 John Smith Washington Street, Boston MA United States of America LinkedIn Profile Link CAREER OBJECTIVE To obtain a managerial position in IT support, business process development or network consulting within a diverse environment where my technical skills, vast experience and knowledge contribute to enhancing the capacity of a growing, and innovative company. PERSONAL STATEMENT Results-driven IT professional who possesses over 19 years of professional experience that includes IT service management and support. Demonstrated record of success in building high-performing teams across complex and multi-national organizations. Creative, pragmatic and proactive problem-solver. Background includes collaborating with vendors and executive teams in implementing high value systems, developing programs, systems, and organizational information technology strategies. Recognized technical resource, joining high-impact technology solutions to major business objectives. Accomplished record of excellence in planning, coordinating, and controlling enterprise-wide networking solutions that substantially improves performance, security, cost and maintainability. Contribute to a team environment through facilitating collaborative relationships, mentorship, excellent communicational skills and customer service. Key Achievements: Develop and execute an IT service management strategy for group IT. Negotiating and implementing service level agreements with vendors that include design and implementation of governance processes. Cultivated quality and customer service processes that established a Service Desk team as a responsive and thriving response to delivering excellent customer service solutions. Increased customer satisfaction levels in multiple business units, resulting in the highest level of customer satisfaction in group IT, through the use of the Net Promoter Score (NPS). Identify and improve process and outcomes through implementing tracking processes, such as color overview of time spend on tickets. Designed, deployed and improved service desk tools for incident, problem, change, and service level management, which has been adopted across Dream Company for internal task handling. Create process improvements that resulted in improved support and resolution time for customers. Mapping IT services into a cohesive service catalogue on both business and technical levels. Dream Company PROFESSIONAL EXPERIENCE Assistant Vice President, Group IT Service Management USA Present Develop and manage processes and strategies that increase the focus on IT Services delivered by Group IT to the business. Coordinate services and relationships with external vendors, by establishing strategies and responsibilities that leveraged resources and meet current and anticipated needs. Provide leadership and support cross-functionally as a manager without direct reports. Orchestrate service delivery and service level management on business IT critical services delivered by vendors. Negotiate, review and manage service level agreements with vendors, for infrastructure, applications, support and consultancy services that maximize capacity and outcomes. Maintain comprehensive knowledge of innovative technology, management styles, trends and regulations, and apply information to responsive strategies and operations.

2 Facilitate on and off boarding of vendors in structures and IT systems. Develop and maintain governance structures and communication lines between vendors, group IT, business owners and Dream Company on the delivery of business critical services and architecture. Serve as the point of contact in contracts, invoices, use of resources and issue escalation. Service map of services delivered by group IT to Dream Company and development of service catalogues. Create and oversee the effective establishing of service level agreements and associated reporting, ensuring that ambitious and dynamic outcomes are met or exceeded. Conduct IT Service Management policies, process and tool improvements and process anchoring. As a subject matter expert serve on an advisory role that supports team development, and builds a problem management structure that scales with company growth. Identified concerns in company performance, security, and consistency of outcomes and developed a company-wide training material: Introduction to IT Service Management based on ITIL v edition. Lead a virtual team on cultural development project: Communication and Feedback between Teams and Colleagues in group IT. Leading virtual team responsible for planning and conducting 2-day seminars within Group IT. Conduct teambuilding exercises on Dream Company group level as part of the Dream Company new Employee program introduction to Dream Company, managed by the Human Resource department. Support staff at multiple sites and lead the effective application of IT solutions that increase organizational capacity and accelerate goals. Manager, Group IT Service Desk USA Oversaw a 24/7 IT support operation that met the ongoing and emergency response needs of 19 offices in 17 countries around the world. Established processes that supported the diverse and unique operating needs of each office. Led, developed and mentored a global IT support team, handling 1st and 2nd level support on infrastructure and applications. Provided infrastructure support on multiple systems, including; Windows platform, AD, Citrix, Oracle, UNIX, VM-ware platform, Network, Dream Company software development and test platforms, various client applications, physical clients, VC / AV equipment etc., and critical Infrastructure. Fashioned application support that leveraged the technology resources of: Siebel, SharePoint, Oracle BI, Salesforce, Sitecore and many other business application. Responsible for managing all IT software deployments and hardware rollouts and daily hardware and software support to local offices. Coordinated with several department managers to identify emerging needs and develop strategies that leveraged capacity and mitigated risk. Delivered globally-focused training for Dream Company business applications. Established communication channels with key stakeholders to ensure effective distribution of information during major and critical incidents. Managed 16 employees placed in 7 different office locations - Copenhagen, London, Frankfurt, Brussels, Kiev, New York and Sidney. Created a culture of empowerment, where staff took ownership of successful attainment of company outcomes and standards of excellence. Responsible for budget and business planning within service desk and in cooperation with the IT management team. Coached and supported individual employee development and performance improvements. Supported and motivated staff, equipping them with tools to thrive in their role and enhance career satisfaction, through employee performance review meetings and coaching employees. Managed global IT incidents, service requests, and attainment of efficient incident resolution times. Crafted and implemented an IT service management policy, along with supporting process and tool development. Development of process and procedure handling incidents and tickets across global IT. Collaborated cross-functionally with HR and finance in process and procedures. Continually improved handlings calls and tickets to the service desk, by introducing color overview of time

3 spent on tickets to identify process concerns and make necessary revisions. Performed IT security policy development and enforcement and tracked effectiveness through organization-wide audits. Managed reporting and trend analysis of all tickets, in accordance with defined KPI s. Business Process Consultant / Project Manager USA Designed and developed a service desk tool in Siebel that tracked, recorded and reported incidents, changes, and service level management which was widely adopted as a best practice for task coordination. Utilized report data to create and launch improved anchoring of processes and procedures for incident management, Problem management and Change management Developed service reports, descriptions and service level agreement for internal customers. Charted the process and procedures for IT service continuity management. Project manager for the launch of 3rd party asset and configuration management tool and processes. Directed staff to determine the best methods to achieve the project objectives. Executed and guided project operations through the use of systems development and project management methodologies. Evaluated and reported progress in terms of defined KPI's and quality and performance metrics. Worked with client departments to coordinate systems testing, installation, training and support. Self-Employed IT Service Management Denmark While attending school identified a market opportunity to create an IT service management consultancy and launched a business leveraging the market needs. Performed all aspects of operations, from business development, financial management, and reporting and regulation compliance. Coordinated services with multiple clients, ensuring effective scheduling of multiple deadline sensitive projects. Accelerated business process and workflow design and implementation. Accountable for meeting the business and operational requirements through delivery of the critical success factors for configuration management. Established and maintained appropriate communication and ownership roles throughout the project. Provided consulting, assessments, and engagements for service management across the organization. Managed financial responsibilities for production and project support, including cost estimates for all net new activities. IT Company Telephony Administrator Denmark Responsible for administration of mobile phones, broadband connections and phones subscriptions for all employees, ensuring support met the dynamic needs of staff and departments. Co-operated with vendors in delivering phone services and participation in contract negotiations. Supported, led and coached Nordic colleagues in developing consistent application of policies, best practices and initiatives that met or exceeded performance targets. Charted the launch and coordination of complex projects. C Computers Operations Administrator Denmark Measured and refined sales performance KPI's for all sales areas on department and employee levels. Utilized performance data to inform the associated performance related salary, for sales personnel. Implemented and managed a tool for measuring sales performance. Served as an administrator of customer groups and types.

4 OTHER EXPERIENCE University of Roskilde Teaching Assistant, Finance and Investments Roskilde, Denmark While completing personal academic program served as a teacher to 3rd year students in the practical exercises for a course in Finance and Investments in Business administration studies. Prepared written exams that aligned with course curriculum and evaluated results and performance. Maintained proficiency within the scope of the subject being taught. University of Copenhagen Secretary, Department of Exercise and Sports Copenhagen, Denmark While pursuing personal academic goals provided ongoing secretarial tasks that supported the efficient performance of academic staff within the department. Anticipated needs and sought ways to improve effectiveness and enhance support the position provided. Supervisor and Project Coordinator I&A Research Copenhagen, Denmark While in pursuit of personal academic goals provided ongoing project and research support. Coordinated interview schedules and ensured the appropriate level of interview was conducted. Supported several human resources related activities, including the coaching, supervising, recruiting and hiring of interview personnel. Conducted project coordination on conduction of 15,000 quantitative interviews, including data management and analysis. EDUCATION AND TRAINING Education: Masters in Computer Science and Business Administration, University of Roskilde, 2006 Computer Science, University of Roskilde, 2003 Phycology, University of Roskilde, 2000 Bachelor in Business Administration, University of Roskild, 1998 Social Science Basic Studies, University of Roskilde, 1996 High School Graduate, København dag- og aftenseminarium, 1993 Foreign exchange student, Center Grove High School, Indiana, USA, 1991 Training: Experienced Service- and Vendor Management, CFN People, 2014 Strategic Management Course, Rambøll ATTRACTOR, 2012 Executive Customer Service Leadership Seminar, MBCE, 2012 Pro-active Conflict Management, Dream Company Leadership Academy, 2011 Back on Track Performance Management, Dream Company Leadership Academy, 2011 Executing Strategy and Setting Direction, Dream Company Leadership Academy, 2010 Focus on Business, Dream Company Leadership Academy, 2010 Enabling Change, Dream Company Leadership Academy, 2009 Leading Yourself Leading Others, Dream Company Leadership Academy, 2009 Engaging People I & II, Dream Company Leadership Academy, 2009 Presentation Skills, MBK A/S, 2008

5 Certifications: ITIL v Intermediate, Planning, Protection and Optimization, 2014 ITIL v Intermediate, Service Offerings and Agreements, 2013 ITIL v3 Intermediate, Release Control and Validation, 2010 ITIL v3 Intermediate, Operational Support and Analysis, 2010 ITIL v3 Foundation, 2007 ITIL v2 Foundation, 2006 PRESENTATIONS AND PAPERS Speaker on Service Desk Conference on the topic of How to create and maintain team motivation at high level, 2013 Speaker on Service Desk Conference on the topic of How best to lead virtual and geographical distributed teams and how to get such teams to function as one unit, 2011 Reviewer of TSO, ITIL Foundation Handbook, Danish edition, 2009 LANGUAGES Danish: Native Speaker English: Full command Swedish: Basic conversational level Norwegian: Basic conversational level German: Basic reading and understanding Chinese: Beginner level MEMBERSHIPS AND ORGANIZATIONS Board Member, itsmf Denmark, Present Responsibility areas include the yearly IT Service Management Conference and Special Interest Groups Member of DANSK IT, ITIL Expert Board, Reviewer of exam-material for ITIL foundation certificate examination REFERENCES Personal and professional references available upon request.