Amy Banh
IT Service Area Manager @Parsons Brinckerhoff In The Usa Now Wsp Usa
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WORK HISTORY
IT Service Area Manager @Parsons Brinckerhoff In The Usa Now Wsp Usa
Chicago, IL, US
Oversee planning for client support services to support strategic IT and business needs. Support service management processes as appropriate, including service continuity/disaster recovery, capacity management, configuration and asset management, data protection, and IT security. Ascertain client support service’s availability to internal customers, external customers, vendors and strategic business partners during the hours required. Work with IT project management, maintaining on-site field support for office moves, adds and decommissions. Build the knowledge and capability needed within client services to deliver first line resolution rates consistent with a progressive client support service operation, optimizing the total cost of IT support. •Implemented and developed policies and procedures, ensuring consistent high levels of customer service.•Ensured that client support services were prepared and proactive actions identified and taken, improving customer effectiveness.•Coordinated the performance and capacity requirements of the client support services.•Conducted regular IT service reviews with business users, improving customer relations between management and IT department.•Confirmed that client support services followed agreed methods of operation and processes, conforming to all WSP standards and policies.•Trained, coached and managed new and existing staff.•Managed the client support services discipline, ensuring an effective and coordinated set of ITIL processes were delivered. •Identified and resolved incidents within agreed SLAs, policies, and procedures in Service Now, meeting Key Performance Indicator (KPI) for all IT service techs.•Directed overall enterprise-wide effectiveness and efficiency of WSP client support services.•Devised merger and acquisitions including domain migration for new acquired companies.•Controlled the overall process of office remodel, expansion and relocations, allowing office staff to resume normal workloads.
EDUCATION
Adrian college
Bachelor of Arts - BA, Interior Design
SKILLS
ABOUT AMY BANH
Excels at creative IT solutions & client support servicesAccomplished and dynamic management leader with solid and diverse experience in the field of IT Management. Proficient in computer hardware, software, and other peripherals with state-of-the-art knowledge of current technologies in networks and equipment, and other cutting-edge applications. Proactive and highly dependable in resolving problems and challenges, avoiding user downtime and enhancing user efficiency. Demonstrated capacity to manage concurrent multiple projects, working very effectively with individuals from varying backgrounds, while promoting team values. Enthusiastic individual with excellent communication skills.CORE COMPETENCIESOrganizational Leadership | IT Management | Problem Resolution | Budget ManagementStaff Management Process | Systems Improvement | Project Management Relations Management
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