Management Project

Andrew D. Twiggs, MA

*** *. ******** *** *** *** Cleveland, OH 44113 216-***-**** acvqjt@r.postjobfree.com

IT Services Management

SOFTWARE/HARDWARE/PROVISIONING ENTERPRISE IMPLEMENTATIONS ARCHITECTURE

Innovative, Effective and Energetic Service Desk Supervisor- proven success and capacity beyond the call of duty; Management & Leadership training credentials; degrees MPA (09/2013) and Urban Studies and Economics; and seven years of PC Support and leadership.

Business strategist; plan and manage multimillion-dollar projects aligning business goals with technology solutions to drive process improvements, innovative personnel acquirements and processes.

Excellent communicator; leverage technical, business and financial acumen to communicate effectively with client executives and their respective teams. Providing Power Point and other presentations including Managers, IT Directors and the CTO.

Proficient in ITIL management methodologies as well as outside the box solutions. Able to manage large project teams and known for high-quality deliverables that meet or exceed timeline and budgetary targets.

Versatile solution provider. Providing solutions in-person across the country for regional office by way of project implementation. Successfully traveling to site to provide mitigation and follow up for any IT needs to improve customer satisfaction.

Skills Summary

Project & Service Management:

Personnel Management

Enterprise-wide Implementations

ServiceNow® knowledge

IT Project Analysis:

Requirements Analysis

Cost/Benefit analysis

Project/ personnel Scheduling

Testing/ Rollout/Support

Value-Added Leadership:

Cross-Functional Supervision

Team Building & Mentoring

Client Relations & Presentations

Business & IT

Career Progression

Field Analyst (Business Relationship Management) – Forest City Enterprises, Cleveland, OH 12/13 - Present

Acting liaison between IT and the business. Utilizes substantive knowledge in various subject matters in optimizing how IT supports Forest City Regional offices. This position assists in prioritization of projects and the assurance of the maximum return of investment; this is the direct IT stratagem in alignment of the business policy. Providing process improvement, and strategy for automation in various IT departments. Accountable for overall project progress and project resolution.

Pre-project design, prioritization and objective evaluation

Development of long-range strategies and initial cost benefit analysis

Relationship with internal technology teams and external venders

Directs projects towards desired technology strategies

Asset Management and configuration: Responsible for lease initiation of order of products for regional offices. This responsibility may also include pieces of infrastructure and Building Technology (Siemens, Door King, systems) Servers and Cisco Switch installation.

Completed Regional office Projects:

Refresh and configuration for property security and door systems ( and windows 7 upgrade)

Windows 7 Regional office refresh & Regional Office Relocation

Coordination for various system maintenance needs that align with business objectives

Regional Office Marketing Presentation for Capital Investment (international)

Successful Process improvement

Achievement Highlights:

Completed Regional office move in collaboration with other departments for Security, infrastructure and telecommunication.

Successful mitigation of the needs of regional office employee and residential associates in satellite properties.

Schedule and implement reach out trip to regional offices for various projects.

Early Career

(Consultant) Help Desk Manager at Forest City Enterprises – Genesis10, Cuyahoga Falls, OH 10/11 – 1/14

Recruited by one of the nation’s emerging consulting firms to Architect from the ground floor and provides management over large-scale, top-priority and complex technology support initiatives. The leader of cross-functional teams of up to 14 User Account Analysts, Tier 1 and Tier 2 Support specialists.

Drove the high-quality first call resolution rates for incident management as well as adherence to other SLA’s, Produce and manage and provide statistical analysis for Request management and user provisioning. Produced Assessment analysis tool to increase responsiveness and accelerate resolution while creating standardized goals and producing healthy competition with gamificaion practices. These practices lead to the Forest City’s expansion of support for financial data reporting as well as providing 24-hour on call support.

ServiceNow® (SaaS): Responsible for Protocol of the Service desk operation manual. Provided schematic and operation expertise referencing a meld of ITIL framework with the company requirements and customer expectations. Designed incident and project management workflow.

Achievement Highlights:

Led teams across broad technical, financial and business disciplines. Focused teams on business objectives and tracked progress to ensure individual and team objectives were successfully completed, the results.

Mitigated risk factors through careful analysis of statistical data. Anticipated and managed change effectively in rapidly evolving expectations in the environment.

Creating detailed Model, plans, and schedules. Directly responsible for interview and of personnel for project.

Responsible for scheduling personnel in accordance with service coverage.

Responsible for Performance Management and Soft skill cultivation.

Invitation to 2013 World Class Customer service awards.

Early Career -Continued

Information Technology Help Desk Analyst -Farmers Insurance Co., Independence, OH 4/07 –2/11

Diagnosing and resolving reported problems utilizing HP service center/iHeat/Peregrine a plus

Reporting to marketing in regards to utilization to make program more user friendly

Software training and configuration tools i.e. : MS, Citrix networking, PC anywhere to train users over phone or utilizing company software applications

On call 24 hrs.

Student Computer Consultant – The College of Wooster, Wooster, OH 8/04 – 1/2007

Call center helpdesk for students and instructors

Set up computers and telecommunication equipment for teleconferencing

Provided Password resets

Trouble shoot hardware and software on school and personal computers

Provided efficient and communication skills

Educate others on applications such as: MSWord, MS Outlook, Excel, Internet, MS-PowerPoint, Novell

PC Skillset training Intern – Youth Opportunities Unlimited, Cleveland, OH 6/2005– 09/2005

40+hr/wk. unpaid with Youth Opportunities Unlimited (summer 2005) assisted urban youth through various teen programs to enhance their way of life through academic or employment related organizations. My duties also included academic, tutoring and employability training before providing students with internships or employment. This project was accompanied with portfolio and power point presentation. Also participated in a county meeting with the three Cuyahoga County Commissioners, which provided the program $100,000.00 in funding for the year.

Skills: Training/Teaching, Team Building, Team Building and Project management, Communication Skills, Public Communication, Public Speaking

Education

Graduate Project Management Professional certificate, University of Phoenix (Phoenix, AZ) Feb 2015

Master of Public Administration, University of Phoenix, (Phoenix, AZ), Graduation Sep 2013

BA in Urban Studies & Economics, The College of Wooster (Wooster, OH), 2007

Management & Leadership Skills for Supervisors & Managers, National Seminars Certificate (Rockhurst University) 2013

Leadership & Certifications

ITIL ® Foundation Certification in IT Service Management – EXIN, License 5114850.20301635

Project Management Institute Member – Member ID: 3149325 NE Ohio Chapter- Global Membership Association dedicated to advancing the practice, science and profession of project management, and uphold the institute’s Code of Ethics and Professional Conduct.

Independent Study (2005-2006) The College of Wooster – Junior and senior project involving disaster migration policy between Federal, State and local governments. Provided more than 140 pages of analysis by way of 3 case studies in the evaluation of FEMA, Red Cross, and other governmental entities to determine effectiveness and efficiency to align with the disaster of hurricane Katrina (2006-2007). This included one-on-ones with an advisor and a panel review and discussion for acceptance by the College of Wooster faculty.

Volunteerism- A Better Chance Scholar Alumni – Volunteer as an interviewer (screener) for potential young scholar. Specializing in high academic standards,

AACCEL – Forest City Realty Trust Diversity Resource Groups – Serving as a board member in leadership of resource group to aid in the efforts of diversity and inclusion.

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