Roger Bray

Information Technology Service Delivery Manager @Ribbon Communications

Responsible for developing and mentoring helpdesk and desktop staff for a user company with metrics analysis to provide focus driven customer service, acting as a liaison between user community needs and IT management to drive change and be a resource for business improvements. Manage printer fleet, procurement of devices, department needs and set up worldwide. Negotiate pricing, imaging and delivery, allocation, and management of budgets for end-user computing worldwide in 23 countries. Create and maintain ITSM environment for IT, including processes, workflows, and automations, while coordinating SOX audits and evidence responses relating to policy & procedure protocols. • Implemented new ITSM, increasing availability, flexibility and customer service while reducing cost by 30% • Increased customer satisfaction by 20% by improving processes and response time.