Kirk Shreffler - ITILv3

Experience

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  Quaker State

  Nov 1986 - Apr 1996

  Sales Incentive Administrator/Programmer

  Through career advancement, started as a data entry operator in the Marketing programs department, advancing to an AS programmer in the Sales department. Programming led to a managing a team of 5 as the Marketing/Sales Incentive Administrator and the accountability of $6,000,000 annually in the administration and reporting of all distributor, direct marketing and sales personnel’s marketing promotions program and incentive payouts.

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  Ketchum

  Sept 1996 - Jan 2006

  Sr. Support and Projects Manager

  Managed 19 local technical support and customer service staff spanning 11 domestic and 6 international locations. Oversaw support of over 1,200 employees including executives. Devised disaster recovery program. Regulated all communications and correspondence between the business and the IT department. Managed project portfolio including organizational change management. • Implemented and managed the disaster recovery / business continuity plan on 2 occasions enabling the organization to remain in operation during a severe winter storm in Washington D.C. and a prolonged power outage in the corporate office in New York.• Restructuring the support organization and implementing Front Range, Heat as a standardized service management tool improved quality, efficiency, and cost effectiveness of technical support within IT.• Project management of 14 office moves that were delivered on-schedule and under budget provided cost savings of $500,000 annually and maintained employee billability at 100%.NETWORK MANAGER:A hands-on Manager with a team of 3 conducted infrastructure design, router configuration and telephony administration which successfully implemented and maintained the overall communications for the organization. Responsible for the network security as it pertained to the wide area and local area networks. Assessed network utilization and managed upgrades and points of latency accordingly. • Selection and implementation of Infovista network monitoring software suite and Cisco Works 2000 improved network monitoring and reduced annual network costs by $50,000.• Implemented a Voice Over IP solution to meet a business need in the San Francisco Bay area creating a $60,000 annual savings.SYSTEMS ANALYST:Monitored operation of 30 Windows NT servers in multi-domain network. Launched global corporate email system. Improved efficiency of intra-office communication and data transfer by implementing LDAP directory. Show less

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  BHP Billiton Petroleum

  Jan 2006 - Dec 2012

  Service Management Supervisor, Petroleum Managed contracts, service levels and processes for 9 outsource service providers accountable to Petroleum IM functions. Developed and maintained governance model for interacting operationally with the providers and escalation points. Responsible for overall service management framework.• Outsourcing contract review reduced annual spend by over $3,000,000 annually.• Enhanced escalation processes resulted in quicker incident resolution, improved overall customer satisfaction and improved project on-time completion.• Revised service management framework laying the foundation for a global service desk, ultimately reducing costs by $700,000 annually.IT OPERATIONS MANAGER: Nov 2009 - Aug 2012Managed team of 7 with accountability of the outsourcing providers comprised of a team of 125. accountable for the day-to-day operations of the IT infrastructure. Infrastructure operations included data center management, WAN/LAN/BAN, SCADA, storage, virtual computing, server platforms, printing through multi-function devices, video conferencing, audio visual, mobile phones and telecommunications. Maintained oversight for support of 3,500 employees and executives from the service desk through desktop support. Responsible for asset management as well as overall departmental purchasing and invoicing. • Increased customer satisfaction from 75% to 90%• Positive results were achieved from a controls and commercials audit around IT vendor management; there were no findings. Achieved similar results for Sarbanes-Oxley compliance of exiting employees and their account terminations. • Key stakeholder and subject matter expert in the implementation of BYOD to 3,500 employees.• Selected and implemented Flexera, an application used for Application Portfolio Management, resulting in a reduction from 830 to 200 applications in the environment. Show less Directed IT functions for Marketing in global organization, including strategic planning, service delivery, and operational / project budget preparation for 15 locations across North and South America. Devised plans for global direction, initiatives, and standardization. Collaborated with senior management to align objectives with Corporate IT. Planned and controlled budget of $12,000,000 annually. Ensured compliance of service level agreements.• Worked with senior management to align business objectives and negotiate a 5-year $60,000,000 global outsourcing contract, decreased IT spending by 15%.• Controlled costs leveraging shared infrastructure with other business units within the organization, saved $12,000 per month on wide area network connection from Rio de Janeiro, Brazil to Santiago Chile. Show less

  • IT Service Management Supervisor

    Nov 2009 - Dec 2012

  • Regional IT Manager North/South America

    Jan 2006 - Nov 2009
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  BP

  Mar 2013 - Feb 2015

  End User Services Manager - Americas

  I launched my career in IT as a Network Manager for Ketchum INC advancing to Senior Support & Project Manager within four years. From there I went on to serve a 6-year tenure with BHP Billiton Deepwater, Inc where I performed in 3 tech/operations management roles on a global basis for the corporation. Carrying a total of 16 years of extensive experience I landed a significant IT Management position steering end-user support and operations on an international level for a worldwide oil and gas company.Held accountable for the North and South America territories, I managed outsourcing vendors providing end user support for the company. I also controlled asset management, project management, and services impacting over 30K employees and contractors consisting of over $30M in assets and life cycle management. In addition, I safeguarded divestments, service desk activity, and escalations.Contribution Highlights:* Regulatory Compliance: Performed as a primary stakeholder in meditations for a $60M IBM outsourcing contract spanning over a 5-year period. Monitored IT Service Management governance and guidelines for all vendors supplying end user support throughout North and South America. Established yearly Key Performance Indicators (KPIs) for vendors securing safety measures and boosted service levels each year. Formed a stable governance infrastructure among the vendors and IT organization. * Process Improvement: Furnished leadership and end user representation for project conversions involving new global email deployment to cloud, upgrade of operating system on all desktops, online backup, solid frameworks, etc. Initiated service improvement projects for incident escalation, asset management for 33K devices, and problem management via the service desk and incident management tools. Show less

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  Telindus

  Mar 2015 - Oct 2015

  Service Delivery Manager

  After performing in a global end-user services management position for 2 years with BP, I received a temporary offer to head the service delivery department for the North and South America offices for an international ICT services and solutions provider. In this managerial role, I drove customer satisfaction and outsourcing initiatives on behalf of the company’s client Air Liquide. I diligently managed projects, resolved all reliability matters, monitored service metrics, regulated budgets, and supported the specialists accountable for delivering services to clients. I also directed the initial conversion of 320+ branches and the overall shift from project to operations. Contribution Highlights:* Project Management: Governed operations, escalations, service levels, and basic liability for the Air Liquide network consisting of WAN/LAN/WAP and telephony at locations in the Americas. Slashed project expenditures and reduced timeline by overhauling execution processes, enabling more branch conversions daily. Show less

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  Long View Systems

  Nov 2015 - Aug 2016

  Engagement Manager

  Once the business launch and rollout of Bark’N Buddies, LLC was fully deployed, I accepted another temporary role in Engagement Management for an IT service management organization specializing in merging business and technology through Hybrid IT methodology on a universal level. Here, I streamlined outsourcing contracts retaining a diverse client base. I also steered P&L accountability, service level agreement attainment, and the integration of multiple vendors as the service integrator. Lastly, I guided all aspects of IT service management operations and service improvement efforts. Contribution Highlights:* IT managed services: Procured major client for the firm bringing the most profitable IT managed services contract to the Houston facility. Regulated all IT services on behalf of the client encompassing Citrix, voice, mobility, SCCM, server, data center, network, desktop, remote access, audio visual, and procurement utilizing a team of five onsite technicians and eighty shared business support staff members. * Service Improvement: Drove service improvement initiatives by coordinating operations with ITIL guidelines including Voice Services, Network Operations Center, Change Management, and Procurement as a Service enterprises. New processes were implemented as a requirement within client sales contracts. * Compliance & Standards: Guided the financial aspects of all contracts ensuring all legal stipulations were performed according to agreed terms. Led three teams servicing numerous clients accountable for developing and implementing new strategies. Formulated a global sourcing and procurement strategic plan to capture the synergistic opportunities identified within the business to sustain a competitive edge.* IS Audit: Completed audits of information systems and related security policies and procedures applying experience of ISO27001-2005 & 2013 framework and ITIL framework (IT Service Management). Show less

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  Toyota Financial Services International Corporation

  Aug 2016 - Nov 2018

  Manager Supplier Engagement

  With 20 years of comprehensive experience spanning across multiple industries, including public relations, oil and gas, pet grooming services, and IT services, I advanced into a senior management role within the financial services sector. In this position, I led lucrative business partnerships with outsourced suppliers and independent contractors for an umbrella company marketing the products of Toyota Motor Credit Corporation (TMCC) and Toyota Motor Insurance Services (TMIS). I actively oversaw the corporation’s 3 largest suppliers as an affiliate of the OCIO group for infrastructure and application enterprises, with each provider having an annual invoicing of approximately $9M. In addition, I reviewed, assessed, and verified all new statements of work, contracts, and master services agreements. Contribution Highlights:* Contract Management: Served as partner and endorser in mediating contracts with Service Now applications support, Telephony application support, and various other software programs generating $750K+ in cost reductions yearly. Audited over 100 contracts within a 3-month period for CIO approval and enforced renegotiation of several contracts slashing $1.5M in expenditures.* Regulatory Compliance: Actively fostered productive communications among crucial sectors of infrastructure and application teams technically and from a support viewpoint. Revamped outsourcing governance structure to align the corporation more closely with suppliers and contract agreements. Led correspondence and regulatory compliance with all providers, including contract negotiations and arbitration resulting from any escalations Show less