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St.
Paul , MN
55113
Seeking position in IT Service Delivery
Management
Experienced
in: Change Control, Incident and Problem Management, Service Delivery
Management (SLA Management), Program Management, Project Management,Service
Support Analysis and IT Customer Relations.
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Kylie Nelson
309
Wheelock Lane, Unit 001
Home:
651.488.9876;
Cell:
651.592.1230
Fax:
651.323.5967
kylie.nelson@gmail.com
Seeking position in IT Service Delivery
Management
Experienced
in: Change Control, Incident and Problem Management, Service Delivery
Management (SLA Management), Program Management, Project Management,Service
Support Analysis and IT Customer Relations.
Skills Assessments
Employer’s Ratings
|
|
Ø Think
Like the Customer (Leadership Skill) Expert
|
Ø Drives
Speed and Discipline Expert
|
Ø System
Management Expert
|
Ø Builds
Trust Expert
|
Ø Influence
w/ Passion & Purpose (Leadership Skill) Expert
|
Ø Listening
Expert
|
Ø Tolerance
for Stress Expert
|
Ø Analysis/Problem
Solving Expert
|
Ø Invent
the future Expert
|
Ø Deliver or Die
(Best or Nothing) Expert
|
Ø Knowledge
Re-Use Expert
|
Ø Absolute
Integrity Expert
|
Ø Build
Positive Connections (Leadership Skill) Expert
|
Ø Learning
Agility Expert
|
Ø Communications
Advanced
|
Ø Corporate
Stewardship Advanced
|
Ø Adaptability
Advanced
|
Ø Coaching
and Developing Others Advanced
|
RELATED
ACCOMPLISHMENTS:
APEX Systems, Inc. Edina, MN Apr 5/10 to Present
Project Manager – Incident Process Coordinator, Root
Cause Analysis Coordinator and Change Coordinator for Wells Fargo Bank, N.A.,
Minneapolis, MN
·
Participated in the integration of Wachovia and
Wells Fargo IT systems by supporting Wells Fargo’s Enterprise Production
Services.
Quality
Systems Integrators, Golden Valley ,
MN 2008 – Aug 1/09
IT
Consultant – Incident and Problem Management, Service Support Analyst, and IT Customer Relations for
Allianz Life Insurance Company, Golden
Valley , MN
Allianz Life is part of Allianz SE, a global
financial services group that is ranked number 15 on the Forbes Global 2000
list of the world's largest corporations.
·
Was a major participant in a six week Remedy
training project for Allianz IT Managers, Team Leads and Resolvers and for 3rd
party vendors [AT&T and Tata Consulting Service (TCS)].
·
Introduced weekly Incident and Problem Dashboards to
Allianz leadership and their vendor’s (AT&T, IBM and TCS) to give all a
snapshot of how they are performing as a partnership.
·
I’m the lead Remedy report generator for the Allianz
IT Infrastructure Services specifically for Incident and Problem management. I
analyze incident tickets for potential problems, as well as oversee root cause
analysis (RCA’s) so problems don’t reoccur.
·
In a period of seven weeks I was able to reduce the
amount of Problem tickets 52% by administering some basic ITIL practices,
showing the Resolvers how to use Remedy systematically to bring their tickets
to closure faster and by escalating when needed.
Unisys Corporation, Eagan , MN 1991
– 2008
SLA/Service
Delivery Manager (1997 - 2008); Project Manager (2002 - 2008);
Field Technician (1995 – 1997); Helpdesk Lead (1992 – 1995);
Helpdesk Agent (1991 – 1992)
Unisys is a worldwide information technology
services and solutions company providing consulting, systems integration,
outsourcing and infrastructure services, combined with powerful enterprise
server technology.
·
Client Satisfaction Supported the largest Unisys Alliance contract, Gateway, with over
6,000 service incidents per month. Senior Business Partner with the account
commented “Solid account management and day to day operations. “ “…outstanding
job managing our business.” She was “Very likely” (5 of a scale 1 - 5) to
recommend Unisys to another business associate.
·
Operation
Effectiveness Proactively analyzed potential
service issues and aggressively addressed them with our employees or the
account at all levels. Achieved an “exceeded” every year between 1997 and 2007 by
obtaining and maintaining the contracted Service Level Agreement for all my
assigned accounts.
·
Operating Efficiency Assumed duties in 2002 as Project Manager for the Gateway account as
well as effectively handling SLA duties. The
benefit to the account’s P&L was less Program Management overhead and no
decrease to the account’s SLA figures. From
the Program Executive; "Kenn continues to drive high levels of SLA performance and customer satisfaction while reducing
the involvement of the Program Executive in service delivery (by 16%)."
·
Service Delivery Broke a 13-month string of failures to make the contracted SLA 's for Albertson's grocery stores. The
responsibilities were handed to me after the previous SLA Manager failed for so
long. Achieved and maintained an 86.7% SLA
average against a contracted 85% for the account during the six months it was
my assignment.
·
Continuous
Improvement Reduced handling time by our
employees of the Gateway’s service events by identifying better paths of
communication between Unisys and the account. Conservatively the improvements
saved the field 10 minutes for each of the 72,000 incidents per year or a
manpower savings of 12,000 hours.
·
People Trained no less than 10 fellow SLA
Managers for their roles. In addition my manager reported; “He receives an Expert rating for Live One Unisys due to his willingness
to take on any challenge and support others at any time. And, he does it
with excellence.”
·
Personal Skills Improvements Completed successfully a variety
of courses including six Unisys Project
Management courses, Infrastructure Maintenance for Implementation Managers,
Infrastructure Process Center Training, Service Delivery Data Management for
Operations Manager, Service Desk for Engagement Managers, Effective Presentation
Delivery, ISO 9001:2000 training and refresher, Negotiating for a Positive
Outcome and Strong PC skills including Microsoft Word, PowerPoint and Excel.
·
Think Like the Customer
(Leadership Skill) Reports to Gateway were
accepted without question by the Senior Business Partner. This trust was built
on accuracy in reporting, doing diligent call management and cultivating solid
relationships with the GW Business partners. Per my manager “Agree! Kenn
deserves an Expert rating as evidenced in results of his objectives and
compliments from the Program Executive.”
·
Best or Nothing Evaluated available system tools, prioritized them in importance for
the tasks, gave precise instructions on the processes, and provided mentorship for
training purposes of a new SLA Manager at Andersen Windows. The transition to a
new fully functioning SLA Manager was faster than anticipated by the Andersen business
partners. From the yearly review that year, “Training and
mentoring based on Kenn's knowledge and initiative is evidenced in the SLA ’s and comments from Ruth Nelson about her excellence
in training. In addition, further evidence is the call volume increase while
still maintaining the SLA ’s. Great job!”
·
Drives Speed and Discipline The results at Andersen Windows displayed a bias for results in an
aggressive time table. I was able to provide them with a highly capable SLA
Manager as well providing them with reporting templates in which she could use
right out of the gate. The results were greater than expected for a new
engagement which normally experience growing pains. The first three month
against an 85% contracted level was 88.0%, 89.5%, 88.0% Oct-Dec 2005.
·
Tolerance for Stress Lack of backup resources and a 69% increase in incidents for Gateway (29,000
to 49,000) was a perfect brew for stress in 2005. Yet the service delivery for
the account never dropped below the 90% contracted level. The actions I took were
to anticipate and prioritize the potential stressful situations, while
promoting a calm demeanor within myself and others. My immediate supervisor
commented, “Agree! Gateway is a critical and demanding account.
With the increase in call volume Kenn remained a steady and calming influence
on the account. He escalated effectively and professionally to ensure
support.”
·
Builds Trust Absolute Integrity – Builds
Trust: Through trust build with our
GW Senior Business Partner, she has filtered to Unisys numerous projects ranging
up to 20,000 incidents for one project. These were my responsibility as well as
service delivery for day to day business. In addition this trust led to long
term business described in Corporate Stewardship below.
·
Invent the Future – Learning
Agility: While
still maintaining the GW account, I was given the SLA duties for the City of Minneapolis . I was able
to learn and improve the account in matter of weeks rather than months. There
was an immediate favorable impact on the SLA ’s
as described in the paragraph below.
·
Team for Speed - Drives Speed and Discipline: in 2004 I was able to turn around SLA performance
for the City of Minneapolis
by giving them desired results by the next Quarter of taking over. Against an
85% SLA the account ended the 2nd Q
at 73.5%; I raised the performance to 89.8% in the 3rd and 93.1% in
the fourth.
·
Corporate Stewardship The manner in which I handled and
promoted Unisys performance was critical in securing Gateway’s Consumer/Home
business worth $3.4 million. Without creditable reports and high service
delivery standard Unisys could have never wrestled the business from the
incumbent service provider.
Previous positions held were advertising copywriter,
broadcast advertising sales, advertising account executive.
EDUCATION:
Bachelor of Arts in Mass Communications, Moorhead State University , MN
Bachelor of Science in Sociology, Moorhead State University , MN
Bachelor of Business Management (75% complete),
Metro State University, MN
TECHNICAL/COMPUTER
SKILLS:
A+ Windows/DOS Certified Service Tech
Hardware: COMPAQ
Desktop PC, COMPAQ Servers, DELL Desktop PC, HP Desktop PC; HP Servers, LEXMARK
Printers, NDP250/500; All Vendor Desktop Printers
Software: Remedy, MS Excel, MS Word, MS PowerPoint, MS Outlook; MS Windows
(95, NT & XP), Infoconnect, Essbase, Clarity, UNIX (fundamental) and TCP/IP
(fundamental)
Disciplines: (beginner
to advanced) IT Service Management
(ITSM), Information Technology Infrastructure Library (ITIL), Infrastructure
Managed Services (IMS) and Six Sigma
VOLUNTEER
EXPERIENCE:
Rosetown
American Legion Post 542, Roseville ,
MN 2001 –
Present
Sons of
the American Legion
2nd
Vice Commander 2005
- Present
Executive Board Member, Fundraiser, Event
Coordinator
Squadron
Commander 2001 -
2005
Squadron Leader, Executive Board Member
Unisys Men’s Golf League
League
President 2005
- 2008
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