Customer Service Management

Kent Yarborough

**** ********* *** **** 817-***-****

Fort Worth, TX 76133 Cell 682-***-****

ablvpm@r.postjobfree.com

PROFESSIONAL Uniquely qualified IT Director with 20+ years success as

Change Agent in diverse environments,

SUMMARY innovating strategies that generate rapid response and ensure

smooth operations for organizations with multiple facilities and global

presence. Record of achievement overseeing $MM budgets, 50+ operating

locations, 6000+ customers, 100+ staff and on/offshore resources for

Hovensa LLC (the 2nd largest petroleum refinery in the Western Hemisphere),

the City of Fort Worth, Jacobs Engineering and Cook Children's Health Care

System.

Strategic business sense with extensive background in value-added process

reengineering, technical support solutions, strategic planning, cost

control, change management, security and Helpdesk/Data Center operations.

Comprehensive knowledge of ITIL Foundations and Project Management

principles (PMI).

. Versatile leader with "big picture" vision and a keen

ability to stay on top of all the critical details.

Consistent success in developing systems/processes to

streamline operations, drive growth, energize staff and

enhance profit performance.

. Tenacious problem solver, devising solutions that

fully support the bottom line and long-range goals.

Catalyst for continuous improvement who readily adapts

to evolving business and technology challenges.

. Bring an uncompromising approach to systems quality

and customer satisfaction.

. Charismatic team builder and coach, passionate about

bringing out the best in the people. Solid achievement

built on the ability to inspire teamwork and tap into

the expertise of subordinates.

KEY Operations/Administration Strategic &

Tactical Planning

COMPETENCIES Budget/Accounting/Expense Control Business Process

Reengineering

Staffing & Human Resources Vendor/Contract Negotiation

Change Management Security

Project/Program Management Client Relationship Management

PROFESSIONAL Certified Helpdesk Director - STI Knowledge/Help Desk

Institute

CERTIFICATIONS ITIL Foundations V2 and V3

Gartner Leadership Development Program

PROFESSIONAL Cooks Children's Health Care System, Fort Worth, TX

2009

EXPERIENCE Director of Operations and Infrastructure/Interim CTO

Supplied leadership and oversight of networking, telecom, security and

clinical/operational applications with 110+ staff (10 managers). ITIL

Process Owner for change management, availability management,

incident/request and configuration management. Controlled $27MM budget.

Key Accomplishments:

. Requested to manage Customer Service group (desktop,

service desk, PBX, answering service) within 3 weeks of

hire.

. Implemented daily recap report and comprehensive

metrics/KPIs at Service Desk.

. Rapidly resolved large-scale application outage that

affected entire health plan.

Jacobs Engineering (formerly Carter & Burgess), Fort Worth, TX 2005 -

2009

1 year 3 months

Central Region IT Director (2008 - 2009)

Devised successful strategies to deliver unparalleled support to 6900

customers. Directed 5 direct reports/48 team members in 30 offices (Texas,

Oklahoma, Arkansas and Mexico).

Key Accomplishments:

. Implemented corrective actions to upgrade unreliable

network, substantially improving operating stability,

efficiency and profitability across the central region.

. Led project incorporating all US Carter & Burgess

offices into the Jacobs network. Collaborated with

Jacobs to standardize hardware in the region.

. Headed offsite leadership retreat for Central Region

Managers, successfully creating a strategic plan for the

region that included a Help Desk/Desktop roadmap.

. Worked with VP and Regional Managers to define US

Regional Support Structure.

Director, Business Technology (2005 - 2008)

Managed enterprise Service Desk (Helpdesk), desktop support and CAD support

team supporting 3000+ employees in 50+ operating locations. Maintained 4000

PCs/laptops, 297 servers and 155 TB storage growing 25% YOY. Led and

empowered team of 3 technology managers and 42 technical professionals.

Reported to CIO.

Key Accomplishments:

. Directed team handling 6000+ Helpdesk calls monthly

for 7 enterprise business applications, 500+ databases

(3 platforms), 5 email servers (2MM+ emails weekly), 15

telephone/voice mail systems, 4 document imaging

applications, 2 major CAD platforms (9 versions), 28

specialty CAD applications and 125+ custom applications.

- Instituted customer-centric consulting services training with 100%

participation.

- Developed daily reporting of key support metrics presented to all

leadership.

- Achieved 46% first-call resolution rate at enterprise service desk.

- Created closed-loop customer satisfaction measurement and response

program, increasing satisfaction ratings by 40%+.

- Maintained customer satisfaction of 4.85+/5.0 for 6000+ tracked cases

monthly.

. Established hardware/software standards, authored IT

policies, formed CAD Steering Committee to define CAD

best practices, and introduced tiered change control

policy.

. Implemented ITIL-based processes and certified all

managers and key personnel.

. Raised morale 25-40% through mentoring and cross-

training programs. Drove leadership approval ratings to

90%+ and turnover to less than 8%.

. Designed and implemented infrastructure/desktop

technology for 5 new office locations and supported 14

expansions, 3 office closures and 2 divestitures.

. Created strategic licensing agreement with AutoDesk,

saving $3MM over 3 years.

. Developed go-live and ongoing support plans for

Oracle ERP implementation.

. Established disaster recovery plan and nationwide

emergency procurement avenue. Maintained smooth

operations during data center fire and 2 floods.

City of Fort Worth, Fort Worth, TX 2001 - 2005

Senior IT Manager 4 years

Presided over Customer Support Center (Helpdesk), desktop support and Data

Center operations with 33 employees and $3.4MM annual budget. Planned and

managed installation, upgrade and process improvement projects, from

inception to completion.

Key Accomplishments:

. Developed and executed strategic plan for Customer

Support Center and desktop support, leading to highest

ranking of all IT areas in 2003 Premis evaluation.

. Spearheaded implementation of staff training, 360

evaluations, operational metrics, career planning and

apprentice program; mentored 3 employees into leadership

roles.

. Instituted PC hardware/break fix outsourcing,

preventive maintenance and HEAT; introduced ITIL and

change control processes.

. Reduced overall Data Center operation costs by $166K

annually.

. Assumed control of failing Blackberry implementation

and drove it to on-time success.

. Performed skillful vendor negotiations, saving $90K

annually on a single contract.

Safeharbor.com, Satsop, WA 2000 - 2001

Supervisor, Desktop Engineering 1 year

Hovensa LLC (subsidiary of Amerada Hess Corporation), St. Croix USVI

1996 - 2000

Supervisor, End User Services 4 years

PROFESSIONAL ITIL Foundations, Executive Leadership Development

Program, Leadership Track (STI

TRAINING Knowledge University), Tools & Techniques of

Project Management (PMI), Advanced Windows 2000 & Exchange

EDUCATION Stephen F. Austin State University, Nacogdoches, TX

B.S., Computer Science

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