Robert Allen
10518 Walker Vista Drive
Riverview Fl 33578
Contact: 813-39 [Send email to request phone number] 808 Email: Rob_allen75@yahoo.com
PROFILE
Sr IT Operations Manager with an MBA and proven ability to provide a high level
of support services, while consistently reducing overall risk and cost to the
organization. Knowledgeable of ITIL best practices, system deployment and end
user support management. Experienced in data analysis, process review, process
improvements and cost reduction for technology services. A manager with seven
years experience in an enterprise level firm with an infrastructure environment
of 6,785 servers and provides 800 services to the United States firm and abroad.
_______________________________________________________________________________________________
EXPERIENCE
Quality Manager PricewaterhouseCoopers Tampa, FL
2005 – Present, IT Operations - Quality Management
• Incident Management process functional lead responsible for continual analysis
of Incident Management processes and procedures to identify gaps and implemented
necessary upgrades and revisions. Manage the accurate reporting of incidents that
are reported on the Daily Operations conference call, supervising the incident
reporting coordinators to ensure policies and procedures are followed and
customer impact is accurately assessed.
• Partnered with multiple Operations teams to train out the incident management
repeatable processes, which improved ticket quality and lower cost resources were
trained to host the daily operations call, a $19,000 dollar yearly reduction in
cost This initiative also enabled the Quality Management Team to reduce call
duration from an hour to 15-30 minutes, a $250,000 a year dollar yearly reduction
in cost.
• Maintained detailed data of IT asset dependencies and relationships in the
infrastructure environment influencing configuration data for the Change
Management approvals, service outages, and migrations of the firm's data centre
services to a new location.
• Successfully led an initiative to define and document repeatable processes for
Problem, Change and Incident Management, enabling the team to successfully
offshore two Quality resources to an off shore vendor. Business impacts included:
Reduction of incidents and support costs while enhancing team support coverage.
• Operate and maintain the Change Management process, governing all changes to
infrastructure and applications, insuring changes to the environment are carried
out in a planned and authorized manner, leveraging technical knowledge and risk
analysis to determine impact to the organization. Defined and documented Service
Level Agreements for the Change Management process, providing for more consistent
submittal and approval turn around time frames.
• Investigate root cause of recurring and critical incidents that occur and
determine whether the cause is environmental or process failure related. Work
with support teams to implement corrective actions that will stabilize impacted
environments. Facilitate meetings with stakeholders, technical resources and
provide executive summaries to leadership for high impact issues.
• Manage system deployment process for adding net new devices to the
environment, performing quality assurance review to ensure new devices and
applications are brought online to firm standard. Interact with Project Managers
to provide process workflow guidance for new projects going live that are in
various stages of the system deployment process workflow, ensuring that net new
servers complete the workflow by the requested go live date.
Associate PricewaterhouseCoopers Tampa, FL
2004 - 2005, IT Enterprise Infrastructure - Monitor & Response
• Monitored firm IT network and server infrastructure identify incidents and
perform initial troubleshooting with a high first touch resolution rate, enabling
IT Operations to maintain a high level of server and service availability.
• Perform escalation of incidents to second and third tier support.
Associate PricewaterhouseCoopers Tampa, FL
2003 - 2004, End User Application Support
• Troubleshoot Application issues for firm proprietary applications.
• Perform research for issues that cannot be immediately resolved.
• Performed on-call responsibilities as needed.
• Set up user accounts and set access permissions for new users.
Technical Support T-Mobile Tampa, FL
2001 – 2003, Help Desk Analyst
• Provide frontline support in an enterprise level network environment.
• Provide support for Local and Wide Area Network connectivity issues to include
VPN support.
• Set up new user accounts in Windows 2000 Active Directory.
• Administer access permissions for Active Directory, Microsoft Exchange Server,
internal users file shares, billing and point of sale systems.
• Troubleshoot end user issues for network connectivity issues.
• Participate on outage conference calls.
EDUCATION
Master of Business Administration: University of Phoenix - 2009, GPA 3.8
Bachelor of Science Business Management: University of Phoenix - 2007, GPA 3.4
Associate of Science: Remington College - 2001, GPA 3.2
Specialized in Computer Network Engineering Technology
PROFESSIONAL CERTIFICATIONS
• ITIL Foundations: IT Service Management, 2006
• STI Help Desk Professional, 2001
SKILLS
• Multitasking
• Strategic • Detail Oriented
• Positive Attitude • Building and Managing Relationships
• Strong Team Building/Collaboration Skills
• Interpersonal
• ITIL Foundations
• HP Service Manager 7
• VPN Technology
• Lotus Notes • Process Management
• Training Experience
• Microsoft Office Suite
• Patrol Central
• System Deployment
• Configuration Management • Strong Verbal Communication
• Strong Leadership Skills
• Work Well Under Pressure
• Strong Written Communication
• Microsoft Active Directory/Exchange Server
• Cisco Routers/switches/IP Phone
|
