Royal Philips ElectronicsIT Manager
Jul. 2004 - Dec. 2007Farmington Hills Michigan• Research and test new service desk support model in compliance with ITIL methodologies to implement across all existing business groups within North and South America.
• Ensure the streamlined operation of the IT Department and projects in alignment with the business objectives of the global organization. Plan, coordinate, direct, and design IT-related projects and activities for the organization, as well as provide administrative direction and support for daily operational activities of the IT department and assist with troubleshooting and support as needed.
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including TCP/IP networks, servers, PCs, operating systems, hardware, software, and peripherals.
• Oversee provision of end-user services, including help desk and technical support services.
• Manage financial aspects of the IT Department, including purchasing, budgeting, and budget review.
• Develop and implement all IT policies and procedures, including those for infrastructure, security, disaster recovery, purchasing, and service provision.
• Negotiate and administer vendor, outsourcer, and consultant contracts and service agreements.
• Designed, tested and implemented a product order and RMA process to streamline customer problem requests and external warehouse inventory, ordering and tracking.
• Work closely with decision makers in other departments to identify, recommend, implement and support cost effective solutions for all aspects of the organization.
• Manage and track the progress of multiple development projects and communicate the status to executives, teams or end users.