Mark Thoms 76 connections

For an international manufacturing subsidiary of a $10 billion Manufacturing Conglomerate – Manage an outsourced Service Desk team of two supervisors and thirteen analysts providing support to Corporate Headquarters, Remote Manufacturing/Sales sites, and Traveling Engineers/Technicians as well as remote Sales Force. Service Desk is staffed 24/7/365. Responsibilities include: Staffing, Scheduling, Coaching, Issue Escalation, Metrics reporting, SLA Compliance, Root Cause Analysis (RCA), Client Relations, and Vendor Relations.

• Within 60 days turned an underperforming Service Desk that was not meeting any of its SLA’s into one that met or exceeded all SLA’s salvaging the account for my consulting company.
• Service improvements and efficiencies implemented allowed for expanded support beyond North America to include Europe, Asia, and the Middle East while reducing staff by three headcount for greater cost savings to client.
• Service enhancements impact recognized by client and company was asked to bid on expanding service offerings to entire division replacing current vendor.
• Developed a Lunch and Learn program to enhance the skills of Service Desk Analysts. An example of the impact of these courses is the improved First Call Resolution of Remote Access issues reducing the escalation of such issues by 50%.
• Awarded Consultant of the Quarter for Q1 2007.
• Mentored and coached staff members to allow for career growth for subordinates. One Analyst was promoted to a Supervisor, One Supervisor was considered for a Service Delivery Manager at another client, and 4 Analysts promoted within either the client or other clients.

Developed and managed a Technical Support team of 4 Support Analysts and coordinated 6 remote site administrators supporting mission critical systems for a 24/7 nurse call center relating to PC Hardware / Software, Networking, VOIP, Remote Access, and Active Directory.
Established standards, Service Level Agreements, reporting metrics, and procedures.
• Maintained and monitored physical security and data security including keycard building access system and covert closed circuit camera system.
• As IT Purchasing Agent purchased approximately $750K of PC’s and peripherals per year.
• Project member for Conversions from NT 4.0 to Windows 2003 Active Directory and Exchange 5.5 to Exchange 2003.
• Member of operations group that oversaw the construction and build out of a new data center and additional office space. Managed Projects including installation of a Sound System in lunch room for use during large staff meetings, a covert security camera system, card key readers for door access, and multiple video projection systems.
• Staff received 8 employee recognition awards in the same month. Personally received three employee recognition awards.
• Project Manager for the disposal of out dated computer assets through an employee raffle that benefited the American Red Cross Disaster Relief.
• Member of a project team that implemented Peoplesoft Purchase Order System for the automation of purchasing PC’s & Peripherals.

Managed, Developed and implemented a start up Help Desk for a large commercial printing company. Developed initial plans and requirements, hired & trained staff, purchased call tracking system. Established standards, Service Level Agreements, reporting metrics, and procedures.
• Managed support for a Company wide conversion from cc:Mail to Lotus Notes R5. Conversion entailed approximately 110 sites and 8000 users. This included bringing in temporary staff during conversion doubling the capacity of the Help Desk.

Managed staff of Technical Support personnel at one of two Help Desk call centers supporting 26 sites and 22,000 users. Coordinated with manager of sister call center to ensure proper coverage.
• Project Team member for planning and integration of two stand-alone Help Desks into a unified 2-site Help Desk call center.
• Developed and implemented a Disaster Recovery plan to provide backup 24/7 support for Help Desk.

Support and issue resolution for Automotive Dealership clients for Operating Systems, Hardware, and Networking.
• Created and delivered presentations on integrating PC’s with UNIX servers to 2 Customer User Groups addressing groups as large as 100 users.
• Developed and taught a training program to enhance PC skills and PC literacy of fellow employees.