Summary

Highly successful, seasoned Executive with over 25 years of increasing management responsibilities and proven accomplishments in the Information Technology business. Significant experience managing IT support and Help Desk organizations utilizing ITIL concepts and techniques. Demonstrated success directing technology support, organizational planning, staff development and achieving service level objectives. Experienced in managing strategic vendor relationships and negotiating contracts for products and services. Team player, business oriented and goal driven to achieve continuous improvement.


Employment

2002 -  2008
Vice President

Managed Desktop support, Helpdesk and Fulfillment disciplines, supporting Lehman Brothers Mortgage Capital Division. Staff consisted of 7 Managers, 40 Desktop Technicians, 5 Helpdesk Analysts and 3 Fulfillment Analysts, supporting 6000 desktops, 800 laptops, 2000 printers and 90 document scanners. Helpdesk staff handled an average of 7000 incidents per month. Managed asset warehouses located in Denver, Colorado and Irvine, California. Member of Lehman Brothers Global Desktop Management team which set global standards for over 45000 desktops.
Managed migration of 5 mortgage companies to the Lehman Brothers desktop infrastructure. Developed migration strategy, hired and built deployment teams, organized deployment schedules and developed employee training curriculums. In several instances, migration involved implementing new operating and email systems for the companies. All migrations were completed on schedule and in budget.
Implemented a nationwide Infrastructure support model. Negotiated support contracts with outsourced vendors to address hardware issues and Mac s like moves, adds, changes for users working remotely.
met all defined desktop service level agreements and metrics which included incident response and resolution along with hardware and software installs and changes. Ensured timely implementation of critical Microsoft hot fixes, virus definitions and security software.
met all helpdesk metrics regarding speed of answer, abandoned rate and first call resolution. Established a comprehensive helpdesk web page that focused on self help solutions for the end user.
Implemented an incident trending process for all Mortgage Capital locations. Analysis was communicated quarterly with all Regional Operation Managers and resulted in a 15% reduction in customer incidents.
Established printer and scanner maintenance contracts to support over 2000 printers and 90 document imaging scanners. Defined and implemented preventative maintenance and rotation schedules which provided an effective workload balance on all critical devices.
Organized and managed rollout of laptops and wireless cards for 400 Sales Executives, fulfilling the goal of increasing production and reducing expenses incurred by hotel internet access.

Managed installation of Pointsec encryption software onto 800 laptop devices, fulfilling a Lehman Brothers security audit item. Successfully completed project in audit timeframe of 4 months. Challenge was that 40% of these devices were remote and never hit the network. Mortgage Capital streamlined the process for all other Lehman divisions.
Implemented an Inventory Warehouse in Denver, Colorado and Irvine, California, reducing shipping costs 50% by allowing resellers to ship directly to these locations and bypass the New York Lehman warehouse.
Managed hardware rollout for a National Document Imaging initiative which involved 6 major locations domestically. Initiative required system upgrades and dual monitor configurations for 1000 users and was accomplished in 4 months, on time and in budget.

Developed and implemented a move and relocation process that supported over 4000 relocations in 2007. Highlight was an 800 person move into a new Scottsbluff, Nebraska facility that was accomplished over 4 weekends and resulted in no hardware incidents.

WILLIAM F. STEVENS,
Junior. Page 2

1981 -  2001

1994 -  2001
Desktop Support and Helpdesk

Managed Desktop support and Helpdesk organizations for First Data s Payment Products Division. Staff included 3 Managers, 15 Technicians and 4 Helpdesk Analysts, supporting 3500 desktops, 250 laptops and 300 printers.
Managed Y2K project that transitioned all desktops, laptops and servers with no impact to the businesses. Budget responsibility for project was $2.5 million.

Recommended, justified and implemented a Citrix Metaframe dial up solution for the financial organization which reduced upgrade costs to personal computers by $400000.
Developed, negotiated and implemented a solution to support all FDC Denver business and remote sales desktops and laptops. Solution involved warranty and non-warranty hardware support, IMAC's like installs, moves, adds, changes, problem resolution, remote and local helpdesk and depot support of all sales force laptops in the domestic US Reduced annual support costs by $250000.

1990 -  1994
Director

Managed an application programming department responsible for the development and ongoing support of First Data's Payment Product applications. Staff consisted of 50 Online and Batch Developers.
Implemented disciplined project management, application development methodologies, system architecture and change control processes into the development life cycle. Established quality assurance teams which reduced implementation production errors.
Developed business case and implemented an Electronic Data Interchange solution for First Data Corporation Integrated Payment System. Technology lended to the success of Utility Remittance product.

Managed transition of over 2000 programs from a DOS environment to an MVS environment in less than 6 months. Business units experienced no impact due to conversion. Received FDC Guardian of Excellence award for completing the project ahead of schedule and under budget.

1988 -  1990
Director

Managed an online and batch programming staff of 18 Developers in support of First Data's Cash Management Division.

1984 -  1988
Manager

1981 -  1984
Application Developer

1972 -  1981

Education

Miscellaneous

PROFESSIONAL DEVELOPMENT

Completed numerous Management, Leadership and Communication Classes and Seminars, American Management Association