Rob Held
Director IT Field Services IT Service Delivery
- Role
- Information Technology Service Delivery Manager at Amundsen Davis, LLC
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Rob Held
Information Technology LeaderExtensive IT experience with leadership responsibilities. Demonstrated success in managing productive and innovative technical professionals in a high paced environment. Determined self-starter, not afraid to lead by example to illustrate what process improvements can accomplish. ITIL Foundations certified with strong process development experience.Agile Scrum Master Certified ITIL CertifiedMCP CertifiedNovell Certified VMware Certified Associate (VCA)
Experience
Information Technology Service Delivery Manager
Oct 2022 — Present · Chicago, IL, US
Key Achievement: Developed a 24/7 Help Desk, Implemented a new ticketing system, set up new processes and procedures for quicker resolutions, and reduced employee downtime. • Worked with Executives, management, and staff to continuously improve efficiencies in end-user service offerings. This includes enhancing processes, identifying \"self-help\" opportunities, and automation. • Established solid relationships and partnerships with major services vendors and worked with them to maximize Amundsen Davis’s investment in contracting their services. Ensured contract compliance by vendors and checked vendor performance. • Managed 100% of the service requests, incidents, and problems. Managed and coordinated urgent and complicated support issues. Develop and mature phone/ticket escalation processes. Determined the root cause of issues and communicated appropriately to internal and external customers.• Ensure personnel and ancillary resources are appropriately scheduled to deliver 24x7 service coverage. • I worked with MSP Empist to manage 24/7 level-one support.
Education
Illinois Institute of Technology
No, Computer/Information Technology Administration and Management
Skills
- Budgets
- Finance
- Disaster Recovery
- Financial Modeling
- Customer Relationship Management (Crm)
- Leadership
- Networking
- Technical Support
- Business Analysis
- Management
- Asset Management
- Risk Management
- Active Directory
- Fintech
- Financial Analysis
- Information Technology
- IT Strategy
- Agile Scrum Master
- Project Management
- Troubleshooting
- Bloomberg
- Software Project Management
- Vendor Management
- Servers
- Crm
- Itil
- Budgeting
- Strategy
- IT Service Management
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