IT Consultant Resume Building Format in Word Free Download

Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Profile & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download

Kylie Nelson

309 Wheelock Lane, Unit 001

St. Paul, MN 55113

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 2^nd Q at 73.5%; I raised the performance to 89.8% in the 3^rd 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

2^nd 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

Download Resume Format