1. Stephen F Miller
2505 N. Coachwood Avenue, Kuna, ID 83634, Cell: 208-488-8215, sfm21349@aol.com
Opening Statement
Versatile IT professional known for strong decision-making, being well organized, and highly analytical with the skills to prioritize,
manage, and deliver multiple tasks concurrently and on time. Demonstrated success in providing leadership in a team-oriented
environment, the ability to work creatively with teams and leadership to solve problems and deliver results.
Summary of Qualifications
Leader with significant experience providing client support, technology solutions, business solutions, inventory management and
Service Operations Management while gaining valuable experience working in small, medium, and large companies including
International operations. Lead and delivered services to customers in the Computer, Instrumentation, Third Party Maintenance,
and most recently, in the Grocery industry. Additional experience in Computer manufacturing and test, Computer Field Service,
Field Service leadership (Manager & Director), IT Service Management (ITSM / ITIL), IT Managed Services, Business Relationship
Management, Quality Management (Six Sigma and ISO2002), and Project Management. A Customer-centric, Service Delivery
focused leader driven to provide high quality solutions to customers, results driven, able to energize teams and influence behavior,
exceptional with Analytics, and recognized for superior business value through effective P&L management
Employment Experience
Supervalu, Inc., Boise, ID 1/2006 - Present
IT Operations Service Manager – Infrastructure, ITSM Account Manager for Albertsons, ITSM Account Manager
for SAVE-A-LOT, IT Business Relationship Manager, IT Sr. Enterprise Escalation Manager, IT Operations Service
Manager – Portal Services, IT Operations Manager – Marketing & Merchandising Services
The Operations Service Manager is a key Operations resource that functions across all IT and Non-IT groups providing leadership to
ensure the production environment is available and exceeds business expectations. As an OSM, I have 6 primary functions; 1)
Maximize Service Availability by providing reliability, availability, and stability, 2) Single Point of Contact for developing business
relationships, understanding the business view of IT, eliminating communication barriers, 3) Continued Service Improvement
through aligning business services, driving process improvement, utilizing best ITIL and ITSM practices, and drive standards and
policy compliance, 4) Drive Quality Change by reducing change related outages, working across functional teams, managing transfer
to production, serving as Change Domain Lead, and analyzing the impact of changes) , 5) Portfolio Management through
understanding business needs, leading regular validation of roadmaps, understanding environmental components, and Metric
reporting, and 6) Restoration of Services by validating appropriate level of urgency, engaging the proper resources, quantifying te
true impact, and participation in event review activities. As an Enterprise Escalation Manager, I created, trained, and lead Enterprise
Escalation Management team (On shore and Off Shore) in resolving enterprise Service Outages for Retail, Supply Chain, and
Corporate incidents thru impact analysis, technical and leadership engagement, and driving/managing bridge calls. In the Account
Manager role for Albertsons and SAVE-A-LOT, I had cross functional responsibilities for Retail, Supply Chain and Corporate Service
Management activities including new business and project awareness.
Accomplishments:

2. • Created, managed, and delivered project plan to stabilize and improve performance of the Supervalu Web Portal – Received
Letter of Appreciation from the VP of Infrastructure
• Developed and delivered a Weekly and Period performance Scorecards - resulting in reducing incident duration by 18% and
cost by 10%
• Introduced and delivered the Service Level Management model for SVU - resulting in improved incident response (< 15 min)
and lower Mean Time to Resolve (16%) for Critical applications
• Successfully represented ITSM in major Managed Services outsourcing contract - reducing service delivery costs by 38%
• Achieved 99.7% successful deployment of Production Changes while providing guidance and support to Change Owners in IT
Platform Services
• Produced and implemented Enterprise Escalation processes - improved business impact notification time by 24%, improved
communication, and problem resolution by 21% while leading cross functional teams in resolving critical Enterprise Outages
• Delivered CMDB Upgrade project through engaging with application owners and under pinning Infrastructure teams,
building relationships in CA Service Desk, resulting in improved impact understanding for Service Outages
• Provided IT Service Management Transition support for Albertsons/Safeway retail store and Supply Chain conversion Project
Sarcom, Boise, Idaho 6/2003 – 12/2005
Western Area District Enterprise Service Manager
Provided Technical Enterprise support for customers out of 2 offices - one in Torrance, CA and one in Boise, Idaho ((23 employees).
Services included System Engineering, Server support, and Desktop support.
Accomplishments:
•Delivered process improvement using Six Sigma Methodology - streamlined service contract processes by eliminating "no value
add" steps and reducing cost
•Achieved $1.7M in revenue and $450,000 gross profit through team selling and efficient cost management
•Awarded $475K contract with Disney and provided national support for 2 US based Theme Parks
GE Capital IT Solutions, Anaheim, California 2/1998 – 5/2003
Western Region Enterprise Services Manager / Region Quality Black belt - US West Region
In charge of Depot Services, Professional Services, and Inventory departments. Managed P&L to include budgeting, expense control,
and revenue generation. As a Black Belt Six Sigma Leader, coached Green Belt candidates on projects across the Western Region
Accomplishments:
• Delivered a 21,000-seat/564 location national contract leveraging third party vendors for remote support – increasing
revenue by $600K per year and GP by 28%
• Completed 25 Green Belt projects, saving customers $9.5 million while delivering $1.5M Gross Profit
• Trained 149 technical and management staff on Six Sigma methodologies
DecisionOne, Brea, CA 8/1994 – 2/1998
Regional Operations Director
Managed Southwest Region of US, Responsible for 3 Managers, 126 Field Service and Professional service engineers

3. Accomplishments:
•Achieved $56M in service sales though collaborative solution selling with Sales Team and partners
•Delivered $15M Gross Profit through effective cost management
•Centralized 5 inventory locations into one facility saving 38% annually on parts, labor, and facility costs
Education
Diploma, Computer Electronics, Major: Computer Electronics, Minor: COBOL 1970
•Bryant & Stratton College, Boston, Massachusetts, GPA: 3.5, - Class President
General Studies
• Cape Cod Community College, Hyannis, Mass.
•Dale Carnegie Public Speaking
•University of Maryland - extension, College Park, MD - Several leadership, business, and employee relations classes
•Multiple Business Management, Employee Relations, Operational analysis, P&L training courses and Seminars
Summary of Skills
Accountable, technical acumen, flexible, adaptable, organized, influential, focused, effective communicator, team player, results driven,
sound judgment, action oriented, strong presentation skills, P & L management skills, employee growth and development experience,
analytical, metrics, visionary, customer centric, self-starter, creative, thinks out-of-the-box, quick learner.
Awards
• Peer Awards for Passion, Leadership, Urgency, Teamwork, (Supervalu)
• GE IT Solutions President's Award - Outstanding Contribution "Achieving Operational Excellence"
• GE Senior Leadership Recognition Award - Advanced Manager Training, GE Crotonville Training Center
Activities and Interests
Golf, Basketball, Baseball, Hockey, Classic cars, Camping (RV), Hiking, Gardening, Electronics