Levin Allen

Phone: 412-512-9375 Pittsburgh, PA 15145

Email: levinallen@icloud.com / Linked In: http://www.linkedin.com/in/levinallen

IT Service, Support, and Staff Manager

Over 15 years of IT service management, technology support, and IT staff management experience. Throughout my career, I’ve placed specific focus on learning IT Management tools, methodologies, and best practices, as well as on issues related to service delivery and service support. I have a firm understanding of the importance of leadership, client satisfaction, continuous improvement, data driven decisions, situational awareness, and ethical behavior within the context of IT management and the impact that these aspects have on company success and revenue. Six Sigma Green Belt (Quality Management) and ITIL (Service Delivery) certified, ISO 27001 knowledgeable and experienced, and very experienced with managing staff, SLAs, Root Cause Analysis, and strategic planning. Efficient, ethical, honest and professional.

My core competencies include:

IT Infrastructure Support ● Service Delivery ● Staff Management ● Computer Technology life-cycle Support ● Project Management ● Experience with SOC2 and ISO 27001 ● KPI and Metrics Analysis ● Quality Management ●Disaster Recovery and Business Continuity Planning

PROFESSIONAL EXPERIENCE

Retired - June 1 2021

Director of IT Service Operations, Petrosoft Inc. February 2018 – May 31 2021

Responsible for managing tier II in-house tech support engineers (IT Support team), and projects involving IT technical support, as well as oversight of in-house warehouse, IT technology asset management, corporate infrastructure (facility components – generator, UPS, transfer switch, elevators, etc.), on-site and co-lo server support, and building/managing physical security (surveillance, system, and access control) elements. As the company’s Information Security Officer, I managed the ISO 27001 certification project to successful completion in 2019 and the company re-certification Surveillance Audit in 2020 and 2021. Assisted with planning new corporate office location within the Asia Pacific region. Managed technical support for our 19 constituent locations. In addition, oversee IT service processes, assisted with corporate certification for SOC 2 Type 2. Performed network hardware (procurement, service, installation, and upgrade) support for Servers, Storage, Switches, and chassis. Orchestrated operational improvements, initiatives, and staff development. My primary focuses are maintaining business continuity, process and service delivery improvements, staff development, and quality controls.

***Completed and published my 2nd book ‘The Art of IT Service Management’ (January 2018)

Client Services Manager, Net Xperts LLC. (Contract) March 2017 – October 2017

Responsible for oversight of technicians who service client networks and infrastructure technology needs, via both phone and on-site appointments. Ensured proper scheduling and dispatch of technicians, and other resources, to provide superior support and services to clients. Ensured proper escalation and response to customer needs. Conducted both proactive and follow-up client calls to ensure complete customer satisfaction and to cultivate relationships. Provided coaching, mentoring, and appraising of staff on practices, procedures, and job duties related to effective and efficient day to day operations. Coordinated with both the sales team and project owners in order to collaboratively manage future service needs, resource capacity, and resource availability.

***Time between positions spent preparing for CCENT network exam

Supervisor Operations, Computer Sciences Corporation (CSC) July 2015 – August 2016

Oversaw 29 System Engineers and Analysts covering several specific support capability areas (storage, backup, and middle-ware). My primary client was Boeing (24 of 29 engineers). Responsible for incident and service request ticket management, maintaining SLAs, issues and problem resolution, root cause analysis, process flow creation and documentation, as well as policy and procedure document creation and management. Projects involved initiatives relating to DRP and BCP, document management, resource agility, and continuous process improvement.

Manager of Service Operations, Advanticom - Pittsburgh, PA June 2014 – December 2014

Led the service team of engineers (network, systems, and phone) in support of customers to established service levels. Oversaw day to day Service Desk activities. General responsibilities included, but were not limited to: service desk management (service desk ticket management, metrics compilation and analysis, maintaining SLAs, monitoring KPIs, addressing high-level client support questions and concerns, resource management, continuous improvement initiatives), as well as technology and infrastructure management.

***Time between positions achieving my Six Sigma Green Belt certification (2014)

Manager of Operations, Vartek Services Inc. (based in Dayton, OH) October 2013 – March 2014

Managed day-to-day IT operations of the Pine-Richland School district. Primary responsibilities included but were not limited to technology staff management, district wide computer and network technology support (PC, Mac, switches, laptops, and printing), the service desk, and process improvement initiatives. Additional responsibilities included technology life-cycle management (support/decommission/disposal) and ongoing initiative planning and coordination. Oversight and focus was placed on process improvement and quality management based on the needs of the superintendent, principals, and teachers of the district.

***Time between positions completing my Degree in Information technology (2013)

Manager / Director Desktop Service, EDMC - Pittsburgh, PA June 1997 – June 2012

Managed the administrative desktop computing staff and IT service desk. Responsible for administrative computing technology life-cycles and support enterprise wide (over 1500 computers across 92 schools coast to coast), the service team, as well as managed critical project and initiative planning. Responsibilities included technology procurement, IT budget management, data security, digital signage, kiosk support, policy and procedure creation, and enterprise printing (large frame and desktop level). Also helped maintain enterprise-wide standards, security-based initiatives, logistical planning, and vendor communications. (Note: Took time off from 2012 – 2013 to complete my degree in Information Technology)

EDUCATION

Bachelor of Science in Information Technology, 2013 - South University (3.46 GPA)
Diploma in Network Management, Computer Tech 1996 (3.80 GPA)

PROFESSIONAL DEVELOPMENT

Member of ISACA 2019
Six Sigma Green Belt Certification 2014 - (Quality Management)
ITIL V3 Foundation Certification 2009 - (Service Delivery)
A+ Certification (PC Hardware) 2000
Dell – Warranty Parts Direct Certification 2006