Yyyyyy x. yyyyyy

 

Executive Call Center/Data Center Management Leader

Network Operations / Outsourcing / Financial Transaction Processing / Audit and Compliance/ IT Operations

 

Results-oriented business leader with a track record of driving strategic planning, team building and performance improvement activities in a data center environment.  Highly versatile with the ability to ensure competencies in a fast-paced, high volume operation.  Expertise in information technology, network management, project management, customer service and business operations. 

 

 

w Proficient problem solver who conceptualizes business and technical perspectives to develop workable solutions; provide strategic planning and vision for management initiatives, integrating the requirements of all business units.

w Motivated self-starter with a reputation for dedication to detail, and ability to encourage buy in from leaders.

w Highly skilled in interacting with internal and external customers to identify opportunities for improvement.

w Manage relationships through process of data flow design, systems integration planning, workflow analysis, and success factor/key performance indicator identification.

w Superior ability to interpret and translate technical language to audiences of all levels.

w Adept in evaluating requirements, creating project plan, performing analysis and testing, conversion planning and final implementations.

w Expertise in PCI / SAS70 operating systems, data center operations, change management and planning and deployment of operational assets.

 

 

Fujitsu America, Inc., Xxxxxx, TX (Formerly Alliance Data (2005 to Present)

Director, Cross Functional Services, Financial Data Services

w  Provide leadership for Level I & II  Operations function of the Alliance Data enterprise class multi-datacenter; oversee performance initiatives for surveillance of data center, platforms, applications, systems management alerts/event management, automated job scheduling, triage and trouble ticket resolution.

w  Manage IT processes including incident, problem, change, configuration, service, and asset management requirements, ensure information assurance, security and disaster recover applications.

w  Oversee budget preparation and management, accountable for Data Center key performance indicators, and provide strategic planning direction for capital improvement projects.

w  Received 2008 Stevie Award for Best IT Organization.

 

ITS Corporate Command Center (year to year)

Service Availability Manager

w  Led Change Management, Release Management, Problem Management, and Operations Metrics teams and processes within the Alliance Data ITS organization.

w  Oversaw the creation of the IT Services Catalog and established Service Availability and Service Level Management processes and teams.

w  Assembled and trained a high performance team of 19 associates and contractors; led aggressive employee development and performance enhancing initiatives to support the IT needs of the organization.

w  Led the development of the IT services catalog and created a scheduled  performance metrics report for senior leadership.

 

Capital One, Plano, TX (2002 to 2005)

Senior Manager, Infrastructure Vendor Management

w  Established third party management controls and contract/service level compliance for critical infrastructure vendors; led the development of contract compliance criteria through the identification of key performance indicators, monitored third parties for compliance with contract terms and documented results through the completion of quarterly performance reviews.

 

Senior Manager, Enterprise Networking Services (year to year)

w  Supported voice and data network functionality for a $200M business unit; oversaw the activities of 10 network and telecom engineers, drove employee development and performance initiative to maximize end user support activities.

w  Project managed implementation of  Xxxxxx SONET, Cisco Maintenance Contract Renewal, 3548 Switch Replacements, COAF to COF VPN, and FRASI Decommission.

 

Senior Manager, Project & Telecom Engineering (year to year)

w  Designed and delivered engineering solutions to support business activities; oversaw day to day management for 20 network and telecom engineers and ensured timely delivery of Test Environment, Auto Integration, Witness, & Tampa Expansion.

 

EDS, Plano, TX (1995 to 2002)

Service Relations Manager

w  Coordinated delivery of helpdesk, desktop, network, midrange and mainframe support services to internal clients; provided a single point of contact within the EDS technical infrastructure for all support requests.

w  Managed escalated support tickets, trained and mentored staff and provided service level performance reports to senior management.

 

CSR Team Manager (year to year)

w  Provided leadership for 15 client support representatives and managed help desk services for $100K clients.

w  Oversaw departmental budgeting, forecasting and variance reporting, implemented employee training and development initiatives, and created an environment of continuous learning for support staff.

 

Project Manager (year to year)

w  Implemented helpdesk services for external clients across 3 call centers, nationwide; oversaw staffing and training  initiatives, created technical documentation for standardized help desk applications and acted as client liaison for escalated support issues.

               

Team Leader (year to year)

w  Provided hardware, software and networking support for end user clients; implemented Executive Support function to provide high level support for 500+ senior executives.

w  Created and implemented a comprehensive training and development program, provided leadership and mentoring to  25 first and second level analysts.

 

 

 

Yyyyyy x. yyyyyy

 

 

 

 

 

<Date>

 

<Hiring Contact Name>

< Title>

<Company Name>

<Address>

<City, ST Zip>

 

Dear Mr./Ms. ____:

 

I have enjoyed much success in my career as an  Executive Call Center/Data Center Management Leader, and am ready to take on new responsibilities and challenges.  Please accept this letter and resume as application for the position of <position here> with <company here>.  After reading the job description on <site here>, I am convinced that my experience and skill set is a perfect match. 

 

I have the ability to thrive in a high-volume, fast paced work environment and can troubleshoot nearly any technical issues that arises.  I am a loyal, hard-working and dedicated professional with a track record of leading process improvement initiatives that result in a higher level of reliability and customer satisfaction.

 

My ability to solve complicated technical issues and handle any urgent situation is a reflection of my diverse attributes.  The technical expertise I have to offer, along with the ability to support end user training and corporate initiatives for growth seems to fit the qualities that you are seeking in a candidate for the position of <position here>.

 

The accompanying resume can give you an overview of my potential for making a worthwhile contribution to <firm or company name>.  As a proven leader, I believe it would be mutually beneficial for us to meet.  I will call next week to inquire about the possibility of meeting to discuss your organization s goals and how I can help you meet them. 

 

Thank you for your time and consideration.