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Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx



Qualifications for Service Availability Manager


Service Availability Management Team Building Training / Development

Client Relationship Management Vendor Negotiations / Relations Procurement

SLA Development Customer Advocacy Service Business Reviews Change Management

Hardware Services Strategic Analysis Trends Tracking Ixxxxxxident Management Escalations


Highly Accomplished Leader who directs multidisciplinary teams in achieving critical IT objectives, ixxxxxxluding prioritizing cross-fuxxxxxxtional workflow, efficiently allocating resources, and promptly resolving challenges.


Influential Customer Advocate who attains results based on up-to-date knowledge of industry trends, and who optimizes client-focused team dynamics to support ongoing collaboration, innovation, and services excellexxxxxxe.


Ambitious Self-Starter who offers solutions-centric critical thinking for insightful, change-oriented outcomes to align with a customer s goals, who rises above IT problems, and who quickly adapts to evolving scenarios.


Professional Synopsis


ATOS, Charlotte, XXXXXX 2013 Present


Hardware Services Lead Specialist

Capitalize on the opportunity to lead forward-thinking planning, coordination, and installation of medium to large systems, HP and Cisco servers hardware, SAN gear, and storage equipment for clients, ixxxxxxluding closely collaborating with Project Managers, Solutions Architects, Service Delivery Managers, and Tech Support personnel in consistently ensuring systems are properly installed per client-specific needs. Build productive relationships among high-quality vendors for all equipment installation, repairs, and procurement activities.


  Efficiently troubleshoot cabling of both Fiber and Ethernet.

  Collaborate with key clients on system configurations and installations.

  Develop essential documentation to maintain accurate records of infrastructure.

  Directly interface with support vendors to ensure on-time, in-budget repairs for clients.


Xerox Services, Charlotte, XXXXXX 2011 2013


Infrastructure Management Manager (2012 2013)

Strategically steered a details-centric team of 10 hardware technicians providing superior 24x7x365 Data Center support, ixxxxxxluding maximizing the use of labor resources to achieve goals by planning and prioritizing workflow and scheduling. Collaborated with Project Management teams on complex installations and migrations. Managed vendor relationships for key equipment installations and repairs and handled procurement of supplies. Liaised among Facilities team on power and cooling requirements. Continually ensured all physical installs, changes, moves and deletes were documented per standard Data Center policies.


  Directed all installs, moves, changes, and decommissions for wide-ranging computer systems.

  Successfully led client installs using Cisco UCS blade servers and SAN switches and EMC storage.


Infrastructure Management Consultant (2011 2012)

Utilized broad scope of industry knowledge toward coordinating the installation of large, midrange, and storage equipment while continually collaborating with clients on system configurations and installations to meet desired objectives. Cost-effectively ordered materials to support client-specific installations.


  Created, updated, and / or maintained comprehensive documentation for equipment installations.

  Developed strong vendor relationships for optimal equipment installation, repairs, and procurement.


Yyyyyy x. yyyyyy

Page Two (xxx-xxx-xxxx



Professional Synopsis (continued)


Office Depot, Ixxxxxx., Charlotte, XXXXXX 1996 2011


IT Service Availability Manager (1996 1999 2005 2011)

Played a vital role in building mutually beneficial relationships among customers and team members to continually promote excellexxxxxxe in IT services within a competitive environment. Delivered 24x7 critical problem escalation and notification to IT managers and business owners. Exhibited interpersonal relations skills toward leading regularly occurring face-to-face client meetings with more frequent voice communications. Directed quarterly and / or semi-annual service business reviews. Led critical Disaster Recovery efforts.


  Expertly hosted go-live meetings with new customers.

  Participated as a Change Management Review Board member.

  Served as a key customer advocate to resolve challenging customer issues.

  Promoted proactive root cause analysis and targeted plans of corrective actions.

  Successfully supported two Data Center relocations to the Charlotte, XXXXXX metro area.

  Developed and managed Service Level Agreements (SLAs) for all production applications.


Data Center Operations Consultant (2004 2005)

Contributed skill in driving team-focused results within a fast-paced Data Center, ixxxxxxluding providing integral backup support for Team Leads, as well as providing project management for Operations team members. Promptly responded to and resolved issues while providing 24x7 Level 3 Support for the Operations team.


  Served as a valuable member of the Change Review Board.

  Developed policies and procedures for 24x7 Computer Operations.


Team Lead Computer Operations Interim Operations Manager (1999 2004)

Led targeted decision-making in the seamless relocation of a high-volume Data Center s operations from Delray Beach, FL and Torraxxxxxxe, CA to Charlotte, XXXXXX. Recruited, trained, mentored, managed, and evaluated a brand new 24x7 Computer Operations team between August 1999 and January 2001, as well as supervising a highly qualified Tape Librarian. Promoted excellexxxxxxe in 1st Level Support for all internet applications, as well as Level 1 Network Support for stores and warehouses. Directed all ixxxxxxident logging, reporting, and escalations.


  Collaborated with Application teams to efficiently optimize batch streams.

  Served as Interim Manager for 24x7 Operations Team from August 1999 to January 2001.

  Liaised among Product Services teams to automate alerts / messages and schedule batch jobs.

  Recognized as Computer Operations Team Lead for Mainframe, AS400, and Windows Data Center.


Additional Professional Experiexxxxxxe with Office Depot, Ixxxxxx. Provided Upon Request


Professional Training & Development


American Management Association Preparing for Leadership

SAS Introduction to Programming Coxxxxxxepts Using SAS Software

Microsoft Office Microsoft Windows Unix Fundamentals Linux Fundamentals

IBM MVS and AS400 General Operations IBM DB2 Fundamentals IBM SQL Workshop

BMC Patrol Enterprise Manager Workshop Computer Associates ESP / Workload Manager


Excellent Professional Referexxxxxxes Provided Upon Request


Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx





Hiring Agent Name

Company Name


City/State/Zip Code




I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your success.


To acquaint you with my background, I offer proven talents in Service Availability Management, Client Relations Management, Customer Advocacy, Service Business Reviews, SLA Development, and Change Management. I am also well-versed in Team Building / Training, Strategic Analysis, Trends Tracking, Ixxxxxxident Management, Escalations, and Vendor Negotiations / Relations, and I consistently achieve winning outcomes due to my superior skills in critical thinking, communications, workflow prioritization, and attention to detail.


In the past, I have excelled in IT Service Availability Manager roles for industry-leading Office Depot, Ixxxxxx. where I drove collaborative success between customers and team members to continually deliver excellexxxxxxe in services, 24x7 problem escalation and resolution, and key customer advocacy within challenging IT situations.


During this time, I personally led face-to-face meetings and / or voice communications with clients, directed quarterly and / or semi-annual service business reviews, and managed critical Disaster Recovery efforts.


Further examples of my strong accomplishments ixxxxxxluded:


  Expertly hosting go-live meetings with new customers.

  Participating as a Change Management Review Board member.

  Promoting proactive root cause analysis and targeted plans of corrective actions.

  Successfully supporting two Data Center relocations to the Charlotte, XXXXXX metro area.

  Developing and managing Service Level Agreements (SLAs) for all production applications.


To complement this experiexxxxxxe, please note that I participated in diverse professional training and development on subjects such as SAS and IBM MVS and AS400, DB2, and SQL Workshops, as well as BMC Patrol Enterprise Manager and Computer Associates ESP / Workload Manager, among other areas of study.


I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.






Yyyyyy x. yyyyyy


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