Resume

1. BARRY SINGERI T I L v 3 , H D I
(P) 661-414-4110 S ingerb_913 51@yahoo. com
I NF ORMAT I ON T E CHNOL OGY MANAGE ME NT
InformationTechnologyManagerspecializing indevelopingandoverseeinghighlysuccessful DesktopandService Desk
environmentswhile utilizingITILandBest Practices. Abilitytocreate andmanage corporate SLA’s,OLA’sand
define/deliverservice throughITSMprocesses. Competentvisionarywith aproventrackrecord managingteamsof
technicians/engineerstodeliversolidresultsaroundITIL’sService management(ITSM). Capable of architecting
technological solutionswithprojectdeliverables
C E RTI FICATI ONS
 ITILv3 – Certification
 HDI – CustomerService Representative /Supportcenteranalyst
 CISCO - CCNA ID: CSCO10171175 - Expired
 NotaryPublic- 1991329
C O RE C O MP ETENCIES
● ITSM
 IT Management – / Trained with AMA (American Management Association)
 Service Desk - Creating and defining Best Practices
 Ticketing Systems – HEAT, Service Now,BMC Magic, NetSuite
 Data CenterOperations,buildoutandmanage (DELL, EMC, Isilon,Cisco,Etc.)
 Studied Franklin Covey Time Management
 CISSP / Security training
 Problem Management
 Successfully managing remote locations
PROFESSIONALEXPERIENCE
Coffee Bean& Tea Leaf
Managerof TechnicalSupport 6/14 – Present
 Oversee anddirectService DeskandFieldoperations,focusingonITSM
 Responsible for200+ storesandour corporate locations
 CreatedandutilizedRACImodel forstaff toassignaccountabilities
 Successfullyimplementednew OutsourcedService Deskforimproveddeliveryandoptimizedforcontinuous
growthincludingnational andinternational locations
 Write and implementSLA’sandOLA’s
 ImprovedITservicestoretail locationsdeliveryby 35%
 ImprovedvariousKPI'sincluding
o ASA by 25%
o ReducedAbandonCallsby35%
o IncreasedCallsansweredinunder30 secondsby52%
 Partnershipin CBTL’smigrationtoExchange Online,SkypeforBusiness,OneDrive andOffice ProPlus
 VendorRelationship - Manage and workcloselywithmultiplevendorstosupportourexternal andinternal
customers
 Continual Service Improvement,including – Communication,reliability,responsiveness,whilefocusingonthe
service cycle
SAG/AFTRA
Director of CustomerSupport 4/13 to 4/14

2.  Manage the Service Desk,includingDeskTop supportwithPhone support,coveringall of SAG/AFTRA offices
nationwide.
 Manage the InternetChatsupportteamwhich services all of ourUnionbasedmembers
 Oversee the Managerof IT for all East coast facilities.
 ConsistentlymeetingwithUserstogetfeedbackwhile continuallyfine-tuningService operations.
 WorkingcloselywithourUsersand understandingtheirneeds,technicianslearnedwhichcallsneededtobe
addressedbefore others.
 Focusingon our incidentmanagementprocesses,the DeskTop techniciansincreased theirSLA timesby40%
 Positive feedbackincreased over80% duringmy tenure
 Provide managementreports forDeskTop,Chatsand Phone operations,includingissuesregardingthe supportof
InformationTechnologyresources.
 Analyzingandmanagingtelephonereports,thendiscussingwithAnalystsincreased“Ready”timesover30%
 Oversee the maintenance of records fordesktops,laptops,printers,telephones,handhelddevices,copiers and
fax machines.
 Helpedreduce costof maintenance byreducingdesktopprintingby 15%
 Create,setand define goalswithperformanceindicatorsfordirectreports.
 0% attritionduringmytenure
Your-MailBox-Store 2010 to 2013
Owner/Operator/CEO
Your-Mailbox-Store providescustomers withthe BestRetail,
shipping&PrintingExperience possible thruQualityChoices,ReliableOptionsand UnparalleledCustomerService.
 Ensuringthat appropriate changesare made toresolve customerissues
 Compare disputedmerchandiseinvoiceswithoriginal requisitionsandinformationfrompreviousinvoicesand
prepare invoicesforreturnedgoods
 Conferwithcustomersbytelephone orinpersontoprovide informationaboutproductsandservices,totake or
enterorders,cancel accounts
 Keepingtechnologyuptodate,repairor replace brokenorunderperformingequipment
 Determine chargesforservicesrequested,collectdeposits,orpayments,orarrange forbilling
 Managing employees,payroll,hiringandlayingoff
 Keeprecordsof customersinteractionsandtransactions,recordingdetailsof inquiriesandquotes,commentsas
well asactionstaken
 Resolve customersservice orbillingquestionsbyperformingactivitiessuchasexchangingmerchandise,refunding
money,and(or) adjustingbills
 0% attritionduringmytenure
Ventura CountyFire ProtectionDistrict 2008 to 2010
Managerof CustomerService (ClientServices)–Contractor
 Main principal indevelopingturn-keyprojectfromgeneralHelpdesktoafullyfunctional ITILService Desk–
Reducingcall time forClient’sservice needsby 50%.Includes:Change Management,ProblemManagementand
IncidentManagement.
 Formulated SLA’sforthe DesktopandService Deskteamstoexecute –Increasingresponse timebyadditional
40%.
 Createdscripts forthe Service Deskteamtofollow –Increasingpositive feedbackbyanadditional 40%.
 Managed vendorresourcesandworkeddirectlywithExecutiveManagementteamtoformulate decisions.
 Implemented service operation call escalation processbetweenITteams andestablished
 CreatedAssetmanagementprocedures
 DevelopedQuarterlyreportsforthe Executive Managementteam’sreview.
 0% attritionduringmytenure

3. Manatt, Phelps& Phillips,LLP 2008
Managerof CustomerSupport&NetworkAdministration
 DevelopedandimplementedSLA’sforthe HelpdeskandDesktopTeams –Customercontact,Call escalation,and
IncidentManagement.
 AssistedinoverseeingSOXregulatorypolicies.
 Provideddailysupervisionof 13 HelpDeskand NetworkAdministrationstaffers.
 Facilitatedre-organization/clean-upof Active Directorydatabase.
 Actedas primaryliaisonbetweenthe HelpdeskTeamandthe otherIT departmental units.
 0% attritionduringmytenure
Viacom – MTV Networks: NickelodeonAnimationStudio/Nick on Sunset/ Neopets.com 1998 to 2008
Managerof CustomerService/Technical Operations
 Promotedintothe Managerof CustomerService/Technical Operationsposition fromNetwork Administrator
(1998 to2001).
 Managed an IT teamof 11 HelpdeskandDesktop &Data Centersupportteams – Companygrowthfrom200 to
700+employees.
 SuccessfullyupgradedDataCentertoinclude:
- Newairconditioningwithhumiditycontrol;decreasingstaticelectricitydischarge by 100%
- Upgradedstorage environment(SAN,NASandMACRender –farm);increasedaccess/availabilityby 50% and
broughtserverdowntime to 0%.
- Createdseparate VLAN’stodecrease Ethernetcontentionandspeedupassetdeliveryby 25%.
 Overall morale increasedwithdevelopmentof technician‘Accountability’ –reducedattritionto 0% forentire 7
yeartenure.
 Managed construction/set-upof additionalbuildingtoinclude SwitchandFiberconnectiontothe mainfacility,
reducingthe sneakernetprocessby 60%.
 Oversawhelpdesk,desktopandnetworkteams –including,tasks,responsibilities,policies,growthand
procedures.
 Responsible forremote locationsincludingNeopets.com, NickonSunset, the VanNuysAirportParamount
hanger,and othersmallerfacilities.
 0% attritionduringmytenure