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Cleo
cleo.heath@gmail.com
713-816-2503
Katy, TX 77494
Global IT Service Operations Manager
19 years experience W2
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Average rating
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Summary

Results-focused IT and Operations Leader with demonstrated success in building world-class IT Organizations and communicating a vision of IT as a value driver for business. Cultivator of strong teams inspiring innovation and optimal performance and large-scaled project outcomes.

CORE COMPETENCIES

  • Operations/Project Management
  • Customer Solutions/IT Support
  • Asset Management/Strategy
  • Change Management
  • Budget Management/Planning
  • Risk Management/Compliance
  • Vendor Relations/Management
  • Team Leadership/Development
  • Strategic IT Planning/Implementation
  • Cross-Functional Partnerships
  • Performance Management
  • Incident/Problem Management
  • Business Process Optimization
  • Regulatory/Sox Compliance

PROFESSIONAL ATTRIBUTES

  • Business-Aligned IT Goals – Emphasized developing globally distributed team and establishing PMO-standard project management processes and enlightened governance. Prioritized business objectives with executives and stakeholders to guide decision making.
  • Diverse Project Scope – Executed projects covering experiencing every aspect of business: ERP, BI, ITSM and CRM Solutions.
  • High-Budget Optimization Plans – Provided oversight of 15 global resources, administering budget of $8M and optimize portfolio of 75+ projects ranging in size up to $1.5M. Expanded IT globally to capture significant efficiencies and dramatic improvements in project quality and one time delivery.

Experience
Global IT Service Operations Manager
Information Technology
Mar 2017 - Feb 2020
Houston, TX
  • Provided oversight of the day-to-day operations and management of the Global IT Support Team including the Global IT Help Desk, End User Support, Systems Administration Teams. Coordinated activities between all IT teams.
  • Managed the end-to-end lifecycle of all end-user systems for the enterprise, including ownership of the OS (Windows & MAC/iOS), patch management and software packaging.
  • Developed and implemented escalation program ensuring these service requests were completed in timely manner.
  • Built a Service Level Agreement (SLA) Program. Implemented service monitoring capability to proactively address the issues for all customer-facing infrastructure assets. Achieved and maintained 99.6% satisfaction rating.
  • Detected service and system outages and provided end-user communication for service outages, system upgrades, service improvements, implementation and requirements.
  • Completed operational tasks (log reviews, backups, ticket reviews, checklists, etc) and ensured all technical procedures (installation, configuration, run books) are documented, meeting maintenance/operational standards.
  • Ensured the IT Operations Team adhered to information security, regulatory compliance, incident management, problem management and change management processes and practices.

ENDURANCE INTERNATIONAL GROUP EXPERIENCE CONTINUED

  • Coordinated system upgrades and software deployments. Automated infrastructure services and system administration tasks where possible.
  • Managed asset inventory including hardware, software, and related documents and contacts. Installed patches and verified systems in accordance to service level standards.
Change Management Incident Management Operations Management Problem Management
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Senior Analyst
Jul 2016 - Mar 2017
Houston, TX
  • Managed team of 15 FTE's providing information technology support services for onsite and international remote support of 7 offices in North America totaling over 15,000 end user devices.
  • Worked closely with vendors and internal/external customers to define and implement present and future technology requirements of organization.
  • Identified and proposed technologies and systems to improve business processes and decision making for Technip and its subsidiaries.
  • Partnered with executives and operations management to keep IT priorities aligned with business needs.
No skills were added
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Senior Analyst
Jul 2016 - Mar 2017
Houston, TX
  • Managed team of 15 FTE's providing information technology support services for onsite and international remote support of 7 offices in North America totaling over 15,000 end user devices.
  • Worked closely with vendors and internal/external customers to define and implement present and future technology requirements of organization.
  • Identified and proposed technologies and systems to improve business processes and decision making for Technip and its subsidiaries.
  • Partnered with executives and operations management to keep IT priorities aligned with business needs.
No skills were added
Remove Skill
Senior Analyst
Information Technology
Jul 2016 - Mar 2017
Houston, TX
  • Managed team of 15 FTE’s providing information technology support services for onsite and international remote support of 7 offices in North America totaling over 15,000 end user devices.
  • Worked closely with vendors and internal/external customers to define and implement present and future technology requirements of organization.
  • Identified and proposed technologies and systems to improve business processes and decision making for Technip and its subsidiaries.
  • Partnered with executives and operations management to keep IT priorities aligned with business needs.
No skills were added
Remove Skill
IT Manager, North America
Information Technology
Oct 2010 - Jul 2016
Houston, TX
  • Managed team of 10 FTE's and 11 Contractors providing IT Support services encompassing onsite and remote support to over 115 offices in 10 states totaling over 5000 end user devices.
  • Served as Project Manager for infrastructure projects that include Altiris ITSM, Exchange 2010, Microsoft SCCM, Lync 2013, enterprise application packaging, disaster recovery, operating system migrations, and hardware refresh.
  • Ensured all infrastructure projects were completed on time, with savings of $2.7M.
  • Managed departmental budget in excess of $8M annually and cut maintenance costs by more than $500K annually by developing and implementing the Boardwalk Technology Roadmap.
  • Worked closely with vendors and customers to define and oversee present and future technology requirements. Partnered with executives and operations management to keep IT priorities aligned with business needs.
  • Designated as point of contact for internal and external partners for IT and SOX audits. Developed and facilitated corporate training programs for information systems staff.
Auditing Operations Management Project Management SOX
Remove Skill
IT Manager, North America
Information Technology
Oct 2010 - Jul 2016
Houston, TX
  • Managed team of 10 FTE's and 11 Contractors providing IT Support services encompassing onsite and remote support to over 115 offices in 10 states totaling over 5000 end user devices.
  • Served as Project Manager for infrastructure projects that include Altiris ITSM, Exchange 2010, Microsoft SCCM, Lync 2013, enterprise application packaging, disaster recovery, operating system migrations, and hardware refresh.
  • Ensured all infrastructure projects were completed on time, with savings of $2.7M.
  • Managed departmental budget in excess of $8M annually and cut maintenance costs by more than $500K annually by developing and implementing the Boardwalk Technology Roadmap.
  • Worked closely with vendors and customers to define and oversee present and future technology requirements. Partnered with executives and operations management to keep IT priorities aligned with business needs.
  • Designated as point of contact for internal and external partners for IT and SOX audits. Developed and facilitated corporate training programs for information systems staff.
Auditing Operations Management Project Management SOX
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Senior Analyst
Information Technology
May 2007 - Oct 2010
Houston, TX
  • Provided leadership of 15 Technical Support Technicians and management and guidance of information technology division. Offered expertise in assessment of information system needs and improvements.
  • Managed departmental capital and operating budgets.
  • Built and maintained relationships with key personnel including executives, user management, project teams, and information services support staff.
  • Served as IT Project Manager for infrastructure projects including endpoint encryption, single sign on, knowledge-based medicine administration, and multiple office expansion locations around Houston.
  • Managed and maintained support of 14 campus buildings and real-time plan for new ticket tracking process.
  • Defined system functional requirements using workflow analysis, regulatory and standards review, professional best practices and other relevant sources. Implemented change management policies and procedures. ENDURANCE INTERNATIONAL GROUP EXPERIENCE CONTINUED
  • Coordinated system upgrades and software deployments. Automated infrastructure services and system administration tasks where possible.
  • Managed asset inventory including hardware, software, and related documents and contacts. Installed patches and verified systems in accordance to service level standards.
No skills were added
Remove Skill
Senior Analyst
Information Technology
May 2007 - Oct 2010
Houston, TX
  • Provided leadership of 15 Technical Support Technicians and management and guidance of information technology division. Offered expertise in assessment of information system needs and improvements.
  • Managed departmental capital and operating budgets.
  • Built and maintained relationships with key personnel including executives, user management, project teams, and information services support staff.
  • Served as IT Project Manager for infrastructure projects including endpoint encryption, single sign on, knowledge-based medicine administration, and multiple office expansion locations around Houston.
  • Managed and maintained support of 14 campus buildings and real-time plan for new ticket tracking process.
  • Defined system functional requirements using workflow analysis, regulatory and standards review, professional best practices and other relevant sources. Implemented change management policies and procedures.
No skills were added
Remove Skill
Lead Analyst Enterprise Services
Information Technology
Apr 2001 - May 2007
Houston, TX
No skills were added
Remove Skill
Edit Skills
Non-cloudteam Skill
Education
Master's in Customer Solutions/IT Support
Asset Management/Strategy
Record has not been verified.
Bachelor's in Customer Solutions/IT Support
Asset Management/Strategy
Record has not been verified.
Skills
Operations Management
2020
8
Auditing
2016
5
Project Management
2016
5
SOX
2016
5
Change Management
2020
2
Incident Management
2020
2
Problem Management
2020
2
Asset Management
0
1
Budget Management
0
1
CRM
0
1
ERP
0
1
MS Visio
0
1
Performance Management
0
1
Risk Management
0
1
Stakeholder Engagement
0
1
Strategic Planning
0
1