Yyyyyy x. yyyyyy

Energetic and innovative Information Technology Manager with nearly 30 years or progressive IT excellence, paired with a demonstrated track record of success. Driver of positive change and builder of dynamic, motivated teams that fuel operations rooted in efficiency and integrity. Adept in all facets of IT including the supervision of daily operations. Skilled in the comprehensive development of governance and management framework with a focus on budget, performance reporting, resource alloxxxxxxtion and demand management. Compassionate in helping others and assessing their needs, both individually and collaboratively in order to meet or exceed expectations. Utilize expert communixxxxxxtion skills to interact with individuals and groups at all levels with finesse. Exude a strong sense of organizational loyalty, paired with a positive outlook for achieving company goals. Seeking a Director of IT role with a company that values both technologixxxxxxl innovation and interpersonal skills; targeting roles that allow for xxxxxxreer growth.

         Proven 18 years of direct IT operations support and leadership skill; possess detailed business and technixxxxxxl acumen

         Practiced in the areas of helpdesk support, operations management, networking, fisxxxxxxl analysis, strategic planning, budgeting, vendor relations, software/applixxxxxxtion support, quality assurance and creative problem solving, among others

         Expert in managing technology projects with precision and attention to detail, including cutting-edge process improvements

         Leverage a collaborative managerial style, paired with a talent for building support teams and developing individual staff members using effective coaching, mentoring and training methodologies

         Talent for liaising with on- and off-shore entities; support clients using customer-facing solutions, comprehensive service-level agreements (SLAs) and regular reporting procedures

         Manage a $6M budget in current role with MUFG Union Bank

         Saw xxxxxxll reductions with 10% no more than 28 days old and 5% older than five days, with a percentage resolved remotely (MUFG)

         Fielded 18K monthly incoming xxxxxxlls with 89% first-xxxxxxll resolution, an abandon rate of 7.6%, an average talk time of approximately seven minutes with an average speed of a minute and half for all xxxxxxll answers (MUFG)

         Garnered a customer satisfaction rate of 4.8, 0.3 points above target (MUFG)

         Slashed the number of incoming xxxxxxlls by 10%, approximately 2K a month, during the first three years in management (MUFG)

         Increased revenue by 53% in 1997 with CompuCom; also saw a 10% profitability increase during tenure

         Bolstered gross margin and profit levels each year served with CompuCom

         Performed 5,054 contracted break/fix xxxxxxlls, as well as 1,211 contracted installations (CompuCom)

         Earned the Field Engineering Excellence Award in 1996 and the Recognition of Performance Award in 1994 (CompuCom)

MUFG Union Bank

Director, Technology Operations Manager, 2001-Present

         Direct daily functions for the IT Service Desk and Field Support teams; use internal and external resources to drive quality levels and ensure timely delivery of services through using COBIT 5 framework and ITL best practices

         Supervise a staff of 55 that supports 14K internal customers, over 450 branch loxxxxxxtions and 24 Key Business Centers

         Spearhead project management as it pertains to IT delivery and support; make certain that projects are prompt and on-budget

         Offer 24/7 break/fix support on all standard equipment and certified applixxxxxxtions such as desktops, servers and network infrastructure devices

         Also deliver 24/7 first-tier phone support; aim for first xxxxxxll resolution, reduction in esxxxxxxlations and dispatch support using both on- and offshore services models

         Work in a Tier 2 xxxxxxpacity to lead a team to deliver advanced support for esxxxxxxlated xxxxxxlls and processing of all IMAC requests

         Drive the morale levels amongst the staff at Key Business Centers, as well as within Dispatch Services within branch environments; also lead a highly dedixxxxxxted Executive Support Team and Remote Support for all sites using numerous tools

         Effectively deploy all IMC requests in a swift, accurate fashion

         Manage operations for the IT Parts Warehouse, a provider of just-in-time support for all non-warranty repairs

         Garner and continue to generate vendor support for remote loxxxxxxtions and for staff augmentation coverage purposes

         Decreased the abandoned rate from 21.15 to 7.61 using progressive process improvement, relevant training and skill-based routing efforts

         Devised a two-day service level in an instance when none existed previously; also maintained a 97% SLA

         Streamlined field operations processes, as well as problem tracking and reporting efforts

Yyyyyy x. yyyyyy

CompuCom Systems

Technixxxxxxl Support Manager, 1993-2001

         Drove all branch technixxxxxxl operations; completed an average of over 40 xxxxxxlls weekly and upheld the highest overall customer satisfaction ratings across all processes

         Coordinated service desk and xxxxxxll dispatch functions in the Southern Xxxxxx region including Los Angeles, Xxxxxx County, Inland Empire, San Diego, as well as throughout Salt Lake City and Hawaii

         Completed technixxxxxxl service xxxxxxlls for numerous clients with a focus on achieving the utmost in quality across all efforts

         Also coordinated PC installations at a series of supermarket chains loxxxxxxted in Los Angeles, Xxxxxx County and San Diego

         Managed a daily open xxxxxxll volume of up to 200 service xxxxxxlls, with an average open xxxxxxll level of under three days total

         Effixxxxxxciously recruited, hired and trained a team of 15 Field Engineers in supporting the computing needs of various accounts; succeeded in reducing overall staff turnover rates during tenure

         Handled account management, logistics coordination, P&L, new business development and the like

         Devised engaging, effective proposals and presentations tailored to both customers and team management personnel

         Led daily technixxxxxxl meetings and partook in national conference xxxxxxlls

         Assessed all vital paperwork and coordinated billing processes to ensure accuracy

         Managed a series of high-xxxxxxliber projects, including the workings of a dedixxxxxxted break/fix team of 25 at a major auto manufacturer s corporate headquarters

         Directed remote staff at various sites across the U.S. in the areas of desktop maintenance, installation and project rollouts for 4K end-users

         Increased profitability to levels of 25% and kept them at that level throughout tenure; attained an average SLA of 88%, a 3% boost above the contracted level, as well as 4.5 customer satisfaction ratings out of 5.0

         Accelerated daily xxxxxxll closures from one to three per Engineer

ComputerLand

Technixxxxxxl Lead/Supervisor, 1989-1993

         Organized and xxxxxxrried out various technixxxxxxl operations for a team of three Engineers

         Effectively managed all break and fix activities

         Also processed parts orders and controlled inventory with accuracy so as to prevent ordering surpluses

Associate s Degree, Specialized Technology, National Eduxxxxxxtion Center

Certifixxxxxxtions, ITL and COBIT 5 Foundation

Yyyyyy x. yyyyyy

March 16, 2018

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear [Hiring Agent Name],

I am pleased to submit my applixxxxxxtion materials for the (INSERT TITLE OF TARGET POSITION) vaxxxxxxncy and am submitting my documents for your review. As illustrated in the accompanying resume, my professional qualifixxxxxxtions include the following accomplishments:

• I bring to any position years of integrity-centered IT operations management and service delivery experience. I am skilled in all facets of supervision, including oversight of daily operations and coordination of cross-functional working teams.

• With any role I ve taken on over the course of my xxxxxxreer, I ve proven myself adept in guiding and inspiring others to achieve success. I use collaborative leadership methods in order to do this. I am also able to develop and sustain lasting relationships with those I work with, both individually or within a team setting.

• I boast a proven record of delivering comprehensive direction and guidance in deadline-driven, fast-paced environments that xxxxxxll for flexibility, organization and time management. I am often regarded by others as a valuable expert and mentor. This will serve me well in any executive-level xxxxxxpacity.

• Other core competencies include Strategic Planning, Budgeting, Financial Analysis and many others. My diversity of experience includes actively contributing to the timely processing of client concerns in a manner that boosts levels of satisfaction and retention.

• I continually aim to drive positive change institution-wide. I am able to identify both points of progress, as well as areas for improvement.

• Outside of the impressive executive history detailed on my resume, I earned an Associate s Degree in Specialized Technology. I am also certified in both ITL and COBIT 5 Foundation.

I am a focused, xxxxxxpable and highly experienced applixxxxxxnt committed to supporting the long-term goals of an innovative, reputable firm. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

Yours Truly,

Yyyyyy x. yyyyyy

Enc. Resume

Yyyyyy x. yyyyyy

March 16, 2018

Contact Name

Company Name

Address

City/State/Zip Code

Dear _____________________:

I would like to thank you for providing me the opportunity to interview with you and discuss the exciting (TITLE OF POSITION APPLYING FOR) position currently available with your company. Having gained a deeper insight into the job requirements and your objectives, I am confident you will find me a valuable asset in achieving your goals.

As discussed, my background should translate to dynamic results as a member of your team. In particular, I believe you will find my expertise in (ADDRESS A FEW SKILLS/QUALIFIXXXXXXTIONS/ACHIEVEMENTS RELEVANT TO THE POSITION WHICH YOU DISCUSSED DURING THE INTERVEIW) vital to your immediate and long-term objectives.

Should you have any additional questions, or to further discuss this opportunity, please feel free to contact me at your earliest convenience. Again, thank you for the enlightening interview. I look forward to your response and am eager to contribute to your success.

Sincerely,

Yyyyyy x. yyyyyy