Dean Sadowski

Experience

1. Senior Consultant

   Cgi

   Sep 2017 — Present · Pittsburgh, PA, US

   ITIL and Six Sigma Scrum certified, I served as the sole on shore CGI representative; I managed the delivery of IT services to a worldwide customer organization headquartered in Pittsburgh. Directed the Manila-based Service Desk; also led India-based Level 2 teams in providing Active Directory, Backup, Citrix, Office 365, Patching, and Wintel support.• Worked problem escalations and hosted regular meetings with various customer factions to ensure communication between client and support groups remained consistent. • Overall responsibility for the Service Desk supporting the customer\'s user base, totaling over employees. • Managed the project to implement Office 365 support to completion and signoff.• Provided ongoing global support of the customer\'s Office 365 environment.• Monitored and reported on service delivery metrics and overall performance.• Drove the effort to increase the scope of CGI’s monthly patching from 100 client servers to well over 500.• Led the Messaging team through multiple e-mail migrations from on premises exchange servers and local Office 365 environments into the client\'s overall Office 365 tenant.• Timely and accurately produced monthly invoices for managed services and support activities.• Sought and billed other opportunities presented to CGI outside the contracted scope of work.• Support teams consistently attained all Service Level Objective targets; addressed deviations through service reviews.• Scores on customer satisfaction surveys improved each year.• CGI was never subject to financial penalties for lack of performance.

Education

• Northern Illinois University

  Bachelor's degree

  1984 — 1986