I'm an accomplished and experienced IT Operations Management Professional with a record of achievement improving the quality and delivery of IT services and support to companies in nuclear, finance and computer services industries for more than 15 years.  A proven team leader, manager, mentor and motivator to virtual and cross-functional work teams with as many as 36 professionals in locations spanning North America, Europe and China.  Noted for driving continuous improvement in productivity and performance through the application of technical, organizational, and interpersonal skills.  ITIL Certified with deep expertise in Incident and problem resolution as well as in change management and knowledge management.

Highlights:

 Communications – Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed Job Knowledge – Competent in required job skills and knowledge. Exhibits the ability to learn and apply new skills. Keeps abreast of current developments. Requires minimal supervision. Displays understanding of how job relates to others. Uses resources effectively.  Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Leads by example; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.  Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.  Planning & Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.  Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Companies I like:

Apple, Methodist, St. Lukes, Herman Memorial, Phillips, Chevron, Dow Chemical

• ITIL Certified
• ServiceNow
• Houston
• Incident Management
• Change Management
• Diaster Recovery
• Knowledge Management

Oversee day to day activities, insure that priorities are in place and that the team is prepared for the days activities. Addresses any on-going activities or issues. Acts as escalation for any client/customer issues or concerns. Assist in the queue during high calls. Monitor calls for quality and address and learning opportunities.