4201 Monterey Oaks #202 • Austin, TX 78749 • Cell:512.680.6777 • Email: email@example.com
Resourceful and efficient Professional with expert level Problem, Incident, Change, Release,
Asset, and Configuration Management experience supporting Managed Services and Service &
Helpdesk Operations of over 34 Global Fortune 1000 corporations, and local, state, and
national government infrastructures. Diverse in outsourced, insourced, and mix-sourced
environments integrating ITIL/COBIT/ISO20000 best practice frameworks within Global and
Local IT organizations. Skilled in ITIL process management, strategic planning, cost
reduction, and continuous improvement. Effective customer and inter-departmental liaison
with superior skills in creative troubleshooting, client-facing, and relationship management.
Global Managed Services • Incident & Problem Management • Operations Management
Change & Release Management • Business Process Management • Project Management
Continuous Process Management • Service Delivery • Technical Project Management
Asset & Configuration Management • Staff Leadership & Motivation • Strategic Planning
NORTHSTAR FINANCIAL CONSULTANTS, Austin, TX 07/2008 – 05/2009
Ranked the 5th largest financial services firm among GAMA International members.
ITIL Service Desk Consultant & Project Manager
In a multi-functional role serving as ITIL Consultant and Project Manager, tasked to install,
train, and support the staffing of North Star’s ITIL-based managed services helpdesk and ticket
management implementation initiative supporting over 2700 US-based associates in a
Windows XP/Vista and MS Exchange 2003 environment. Using RACI, developed an
authority matrix to indentify Managed Services, Financial Solutions, and Employee Benefits
stakeholders. Based on ITIL framework and reporting, installed Peregrine ServiceCenter 6.0
web-based ticket management system to support the in-house service desk and matrixed
incident, problem, knowledge, change, release, asset, and configuration management support
teams. Mapped and matrixed remote Network Ops Center and Application Support teams to
support high severity helpdesk incidents. Developed Metric and KPI reporting documentation
to support Service Level Agreement management.
• Using RightNow knowledge management system, documented 23 Systems & Applications
North Star supports, creating over 300 and growing Helpfiles that allows calls to the
helpdesk to drop from 13+ minutes to eight (8) minutes per call and increasing customer
satisfaction from 2.3 to 4.8/5.0 in six (6) months. First-Call-Fixes are now 78%.
• Saved North Star and estimated $6000/month in travel expenses by introducing WebEx as a
functional tool to host weekly stakeholder meetings.
• Identified top six (6) economic intensive services and developed Sev1 and Sev2 Incident
Management service restoration and disaster recovery procedures.
• Populated web-based Event and Alert Dashboard system as a resource center for
Stakeholders for initial reporting and current statuses of Sev1 and Sev2 outages.
PETER HAYS … 512.680-6777 Page 2
PATNI CONSULTING, Boston, MA 04/2008 – 07/2008
International firm with 31 locations servicing more than 200 Fortune 1000 companies.
Project Manager & Process Consultant
Contract Project Manager and ITIL Process Consultant for MetLife’s Incident, Problem,
Knowledge, Asset, Configuration, Change, and Release Management development teams to
support MetLife’s BMC Remedy v7 ARS ticket management global upgrade initiative and
training of the newly acquired outsourced, off-shore IT support and reporting staff. Initiated
and developed Service Level Agreements across all lines of business for sales and
administration clients. Developed reporting methods for help desk metrics, problem
management trending and cost analysis, and an evergreen process for knowledge management.
Developed comprehensive online training documents for off-shore staff to perform incident,
problem, knowledge, change, asset management, and metric reporting.
• Spearheaded the efforts to identify more than 10,000 helpdesk documents and consolidated
65 departments into a Remedy and Lotus Notes migrated database. Project saved the
organization two minutes per incident by identifying correct documentation and increased
client scores from 3.8 to 4.7 out of 5 in three (3) months.
• Reduced impact during outages by creating incident management guidelines and identified
high-profile targets such as VIP’s and economic intensive applications. Project saved the
organization more than $340K in critical incidents by reducing time down.
• Turnaround underperforming help desk operations, increased ticket resolution time, and
reduced cost by $1.3M in 13 weeks through the implementation of resolution tracking.
UNISYS CORPORATION, Austin, TX 09/2004 – 10/2007
Provider of global secure business operations solutions.
Incident & Problem Manager
Responsible for disaster recovery, incident, and problem management for 32 clients in the arenas of
education, Fortune 500 corporations, and large government infrastructures with operations in NA,
EMEA, and APAC. Coordinated the verification, ownership, direction, and communication of event
restoration activities. Analyzed and resolved critical client issues. Served as a subject matter expert
and provided training for new staff members.
• Developed disaster recovery solutions, ensuring quick resolution of critical IT services by
starting with ITIL framework and leveraging it to meet the client’s business requirements
and maturity level.
• Reduced equipment cost by $1.8M and contractor cost by $4.5M though the consolidation
of all client knowledge databases into an online accessible (RightNow) knowledge database
shared by Globally Managed Service Centers in 26 countries.
IT SOLUTIONS, Austin, TX 10/2002 – 09/2004
Technology assessments and integration services for home-based and small businesses.
Self-employed Executive Technical Services Consultant
Provided technology & telecom assessments and integration services for in-home and small
businesses, including ISP managed services. Performed hardware and software assessments,
acquisitions, installations, upgrades, repairs, systems, network security, and consultation.
PETER HAYS … 512.680-6777 Page 3
• Designed and implemented over 60 small and home-based computer systems in under two
years, resulting in an increase in revenue by more than $370K.
• Generated $31K in assessment services and $248K in hardware and software purchases by
working with local vendors to provide Internet, telecommunications, and hardware support
US FOODSERVICE, Austin, TX 01/2001 – 09/2002
2 largest broadline foodservice distributor in America
Information Technology Manager
Directed four staff members, providing management of IT operations with an annual budget of
$2.4M. Ensured network security for mainframe operating system in a remote 24x7 environment.
Handled the installation of programming, training, and support of the telecommunications system
with 600 DID and 400 VM accounts.
• Spearheaded the Exchange to Lotus Notes conversion project, resulting in implementing
email uniformity and installing email services for new acquisitions. Project included
providing training to over 600 warehouse, offices, and sales staff.
• Enabled staff to send/receive email and transmit orders from the field through the
implementation of AT&T WLAN.
• Resolved tense conflicts with previous IT Manager after a demotion, increasing staff
motivation and overall team morale.
AUSTIN INDEPENDENT SCHOOL DISTRICT (AISD), Austin, TX 03/2000 – 07/2000
A Universe of Opportunity for Every Child
Responsible for operations and staff of eight (8) Operators and support staff for AISD in a
24x7, IBM 9672 r14, MVS/OS390 mainframe, NT 4.0, and Lotus Notes r5 email environment
with an annual budget of $1.4M.
• Responsible for generating RFI’s and RFP’s for report card mailing postal services,
standardized test grading equipment for TAAS (Texas Assessment Academic Skills) testing
requirements, maintenance contracts for central office equipment, and procurement of
paper and printing supplies.
• Tasked with documenting current mailing and print service processes to determine ROI and
successfully presenting a business case to reduce annual MIS operating costs by 10%
SYSCO CORPORATION, Austin, TX 06/1986 – 03/2000
The largest foodservice distributor in North America with over 400,000 customers.
IT Operations Coordinator
Managed daily operations of a wholesale foodservice distribution IT shop with four Computer
Operators. Managed an annual IT budget of $325K. Performed staff reviews and provided
opportunities for growth through online IT education.
PETER HAYS … 512.680-6777 Page 4
• Led the physical plant relation of IT services to a new location from Austin to Round Rock,
including vendor development, installation of UPS system and generator, and all
• Directed the conversion of 10 Sysco locations from mainframe to AS400/UNIX. Project
including providing mentoring, motivation, and team building for 14 staff members during
a year-long assignment.
• Facilitated a Y2K initiative to provide training programs for over 3,200 SYSCO
administrators and users, saving the company $1.44M. Project included providing
education to Sales, Accounts Payable, General Ledger, and Management.
EDUCATION & CERTIFICATIONS
Kilgore College, Kilgore, TX, AAA, Merchandising
University of Texas, Austin, TX, Advertising
ITIL Foundations v3 - Service Management
Six Sigma Green Belt
Over 15 years experience with Microsoft Office (Word, Excel, PowerPoint, and Visio) for
developing business process documentation, plans, proposals, and presentations.
Companies: NorthStar Financial Consultants, Patni/Metlife, Unisys, IT Solutions, US
Foodservice, AISD, and Sysco.
Since 2004, extensive business process experience with multiple structured service desk and
managed service environments providing ITIL v2/v3 Service Delivery and Support.
Companies are NorthStar Financial Consultants, Patni/Metlife, and multiple Unisys clients
(Government agencies – DHS, TSA, ITSC, HHS, DFAS; State Agencies – New York State
Child Protective Services and Texas Workforce Commission; Local Agencies – New York
City Transit, Global organizations – AT&T, Unilever, CapitalOne, Baxter, Cadbury, Ashland,
Andersen, Rodale, UL, etc…)
Since 2004, utilized ISO 20000, ITIL v2/v3, and Cobit v4 as primary best practice resources
for Incident and Problem Management at Unisys, Project Management for Metlife’s Global
Service Desk/Remedy 7 integration, and NorthStar’s Service Desk infrastructure installation.
Expert level knowledge and experience of Incident, Problem, Knowledge, Change, Asset, and
Configuration Management with Unisys, Metlife, and NorthStar. Intermediate knowledge of
Release Management as this function was managed by client’s IT Tech Support teams,
however, worked closely with these teams to facilitate infrastructure changes.
Extensive high-level, high-profile, Incident, Problem, Change, Release, Asset, Configuration,
Knowledge, and SLA process and system management experience while developing proposals
and presentations to Stakeholders of the following IT infrastructures; Department of Homeland
Security (DHS), Transportation & Security Administration (TSA), US Department of Labor’s
Information Technology Support Center (ITSC), and US Department of Health and Human
Services (HHS), Amgen, Andersen, Baxter, Flowserve, Unilever, CapitalOne, Cadbury,
Ashland, and LaFarge.