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Cary A. Brown2308 W. Maple St.Kokomo, IN 46901
(765) 437-9090 or (765) [email protected]
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Professional Profile:Achievement-oriented manager with 20+ years of information technology support experience for clients in the manufacturing and service industries. Possess strong customer, business, and leadership skills that drive an organization to achieve business results. Proven track record in:
Operations Management Recruiting & HiringClient Management Process ImprovementProject Management Personnel ManagementProfit & Expense Management Salary AdministrationService Level Agreements Operation Level AgreementsTrend Analysis
Business Experience:
Global Operations BPO Manager- Hewlett Packard (2008-2015)
Manage service level agreements/contracts for Eli Lilly and Kraft Foods Decreased call volume of Level 2 calls by 9% Modified process to reduce total handle time for Level 1 agents Ensured that service desk metrics did not go red, and saved Hewlett Packard several thousand dollars in
penalties Conducted a daily review and follow-up of Hewlett Packard service desk high impact incidents Analyze root cause of incidents and put corrective action plan in place Review and enhance global processes for service desk
(Pune and Bangalore India, Budapest Hungry, Rabat Morocco, Costa Rica, Cyberjaya Malaysia Saved Hewlett Packard $300K by moving Remote Desktop support to a new location
Global BPO Service Desk Leader- Hewlett Packard (2007-2008)
Ensured that service desk operated within contract, guidelines to reduce penalties for Kraft Food’s service desks
Responsible for updating Global Service Desk processes and procedures for all service desk regions(Budapest Hungry, Pune and Bangalore India, Dublin Ireland, Kuala Lumpur Malaysia, Bari Italy)
Provided customer service as the point of contact for service desk escalations
Senior Business Analyst – Electronic Data Systems (2006-2007) Project manager for migration of business from outside vendors to EDS Global Desk Customer point of contact for General Motors OnStar service desk Customer point of contact for Hewlett Packard, IBM, and WIPRO vendors
Business Relations Manager – Electronic Data Systems (2002-2006)
Back-up site manager for 550 service desk agents at a call center in Lexington, Kentucky Managed 74 service desk analysts with an operating budget of 3.7 million dollars Supported 75,000 users for 17 clients at a leveraged multi-client contact center (clients included Phoenix
Life and Blue Cross/Blue Shield) Worked with a project team to win $500K in new business contracts
Cary A. Brown2308 W. Maple St.Kokomo, IN 46901
(765) 437-9090 or (765) [email protected]
___________________________________________________________________________________________
Technical Delivery Manager – Electronic Data Systems (1999-2002)
Managed 75 service desk agents and 40 service request management agents for the Delphi Automotive Systems Corporation service desk
Supported 43,000 users for Delphi Automotive Systems Corporation Project lead for migration resulting in $240K of productivity savings
Business Support Team Leader – Electronic Data Systems (1994-1999)Field Service Technician – Electronic Data Systems (1988-1994)Service Desk Agent – Electronic Data Systems (1984-1988)
Professional Training and EducationITO Awareness-Service Desk and OnsiteITIL Process Suite (IPS)ITIL Digital workflowLeaders to Leaders SeriesNegotiations for LeadersLeader’s InternshipLeadership Development: DelegationLeadership Development: Goal Setting Leadership Development: Leading the WayPerformance Management for LeadersPerformance Management: The Differentiation ProcessPerformance Management: The Performance Management ToolService Delivery Job Family Leaders TrainingStress Management: Fundamental for EmployeesWorkplace Harassment and Discrimination for leaders Call Center: Inbound Customer Service Security Awareness Refresher Training Career Development Portfolio Career Management WorkshopRequirements Determination ProcessGroup DynamicsSLC Defining Project ScopePM2 Start-Up& PlanningFishDatabase and SQL ConceptsIndiana University of Kokomo, Major Studies in Education and General Studies, 1981-1983.
Community AffiliationsSt. Patrick ChurchSts. Joan of Arc and Patrick School Technology CommitteeLittle League Baseball Coach, UCT Eighth Grade basketball Coach, Northwestern SchoolsFifth and Sixth Grade Boys Basketball Coach, Sts. Joan of Arc and Patrick School
References
Available Upon Request
