ITIL Manager or Problem Manager or Incident Manager or IT Manage

FRANK V. FORTUNA 19 South Louis Street * Mount Prospect, Illinois, 60056 (847) 361-9000 * [email protected] SENIOR MANAGEMENT: Information Technology Dynamic and insightful senior manager who quickly assesses difficult situations and directs quick and effective resolutions. Talented communicator who bridges d iverse team and company structures, drilling directly to the right questions, el ucidating root causes and clearly specifying the necessary tasks toward preventi ng future and further issues. Strategic thinker who defines and implements proce ss improvements that assure smooth functionality and continued company growth. T eam leader who effectively motivates subordinates to reach and surpass lofty goa ls. Assure smooth functionality of processes while consistently reducing company expenses. Problem Management * Incident Management and Restoration Process Improvement * Workflow Management * Project Management Client Account Management * Team Leadership * Offshore Resource Management Cross-Functional Communications * Training * Cost Reduction and Savings PROFESSIONAL EXPERIENCE CSC CONSULTING, SYSTEMS INTEGRATION AND OUTSOURCING, Chicago, Illinois * 1999-20 09 Leading global IT outsourcing company, with annual revenues in excess of $20B an d over 75 thousand employees worldwide. Cross-Functional Problem Manager (2007-2009): Maintained smooth functioning of w ide array of critical business processes for Fortune 100 clients AON and Exelon. Implemented incident management, change management and root cause analysis proc esses. Managed service restoration, service requests, performance reporting and change administration. Assessed and delivered continuous improvements to process es and methodologies. Provided guidance, support and direction with cross-functi onal group engagement toward effective and rapid solutions. Created new problem management process which eliminated $120K service level agre ement risk by maintaining perfect service-to-delivery timeline ratio for 5 month s in a row. Streamlined service restoration process, paring typical outage times by over 50% . Monitored incident trends and defined improvement opportunities by liaisoning be tween diverse groups, communicating and negotiating solutions that were widely e ffective. Lead and coached efficient and effective team of 12 (domestic and offshore). Provided 24x7 support structure to solve all problem escalations. Site Service Delivery Manager/Distributed Services Lead (2006-2007): Provided da y to day and long term management of small to medium sized IT environment, inclu ding hardware, software, LAN, user support and more. Managed asset management te ams, as well as shipping and receiving departments. Coordinated communications b etween client and line of service, assuring all service offerings met and surpas sed client expectations. Delivered continued smooth functionality of services wh ile consistently seeking and reaching improvements in process and service delive ry. Provided efficient support to 2500 seat manufacturing site, ensuring smooth runn ing operation.

Saved company $20K monthly by meeting every single service level agreement. Exceeded all SLA requirements by minimum .5%. Achieved perfect record of $0 financial loss due to IT outages. Guided staff of 15 toward new heights of achievement in service delivery. FRANK V. FORTUNA * Page 2 * [email protected]

North American Service Restoration Team Lead (2005-2006): Managed technical team delivering rapid and effective resolutions for any unscheduled outages. Maintai ned complete procedural reliability, assuring thorough documentation and strict adherence to guidelines, while simultaneously recognizing and recommending proce ss improvements. Saved $100K + annually by swift and effective resolution of outages within manda ted timeframes. Provided rapid response and resolutions to complex, Severity 1 IT problems. Delivered complete and effective communication to all parties through all stages of problem recognition, resolution and documentation. Workflow Manager (1999-2005): Evaluated and prioritized problem resolution deliv ery activities, assuring rapid and effective reparative procedures. Served as se rvice restoration lead for all outages, providing service delivery management fu nctionality in emergency conditions. Streamlined procedures, while assuring unif ormity in their implementation via documentation and training. Reduced lost revenue by $30K via correcting and negating all SLA penalties. Saved $130K annually by devising and implementing onsite service request data en try procedure. Provided 24x7 availability toward resolution of all escalations. AMERITECH CELLULAR, Chicago, Illinois * 1995-1999 Major provider of cellular mobile phone services. Leading distributor to major m idwestern delivery area. Authentication Analyst (1997-1999): Provided monitoring and assessment for mobil e technology authentication tools for major midwestern metropolitan areas. Delivered monitoring and assessment services across 5 state region. Administered database handling 170,000 mobile number line range authentications within Indianapolis and Cleveland reseller markets. Provided fixes for any authentication issues arising from network upgrades. Cellular Fraud Investigator (1995-1997): Investigated and solved fraud investiga tions associated with cellular usage, billing and related issues. Assured company leadership and command over illegal usage attempts. Trained consultants to identify and overcome cloning technologies via efficient use of advanced tools. Provided targeted and effective analysis of billing and network information to r oot out fraud activities.

PROFESSIONAL DEVELOPMENT ITIL Foundations Certification

EDUCATION Kendall College, School of Culinary Arts, Evanston, Illinois Oakton Community College, Liberal Arts, Des Plaines, Illinois