JEFFREY
L. KLEKMAN
717.319.4685 · klekman77@gmail.com
SENIOR
MANAGER
Service & Technical Delivery /
Highly successful senior leader in the information
technology field with 21 years of experience driving excellence in service
delivery, technical delivery, and data center management. Solid track record of
leading technical operations and managing data centers through excellent
organizational skills. Proven history of ensuring timely, accurate service
delivery by forging strong relationships with client executives and client
teams. Adept at uniting technical teams behind client objectives to meet and
exceed all service expectations.
Executive Communications · Virtual
Support Management · Service Improvements · Resource
Allocation
Information Technology (IT) ·
PROFESSIONAL EXPERIENCE
EDS,
IT consulting and contracting
company, now a part of Hewlett Packard.
Service Delivery Executive, International Paper (2006-2008)
Led daily IT service delivery for a key client of EDS. Interfaced
with senior managers at International Paper to drive successful service
delivery. Coordinated personal meetings with clients and senior leaders to
ensure clear, open dissemination of information and build a solid foundation
for communications. Liaised with project managers to define resource
requirements and ensure that projects would complete on schedule. Supervised,
trained, and developed virtual technical teams. Provided leadership and support
for teams managing services for the mainframe and AS400 platforms. Managed
budget development and allocation.
·
Guaranteed a long-term relationship with multiple Fortune
500 clients by forging partnerships with company leaders.
·
Recovered
transformation projects by realigning them with original schedule expectations.
·
Raised
service delivery metrics significantly.
Service Delivery Executive, Multiple Clients (2005-2006)
Directed IT service delivery on various scales for a diverse
range of clients in the manufacturing industry. Communicated with client
executives to ensure that all SLAs were met. Coordinated the activities of
virtual teams to provide direction and support for all service delivery.
·
Provided
the highest quality service while maintaining efficiency through remote client
support via client delivery executives.
Service Delivery Executive /
Led data center operations for sites distributed between
North and
·
Engineered
a 100% boost in help desk response times and PC requests.
·
Consistently
exceeded all
JEFFREY L. KLEKMAN · Page 2 · klekman77@gmail.com
EDS, continued:
Solution Delivery Executive, Altria (2003)
Integral in completing due diligence and transformation.
Contributed to new business contract planning. Provided key consultations on IT
service delivery methods.
·
Ensured stability of a new business by traveling between
sites to gather data and maintain schedule for due diligence.
Solution Delivery Executive, Decision One (2002-2003)
Managed all aspects of information technology. Led local
technical teams in providing mainframe and midrange service support. Contributed
to the development and growth of positive client relationships.
·
Recovered
project schedules to complete on time.
·
Built
stronger relationships between infrastructure teams distributed between the
client and EDS.
Orchestrated service delivery, technical delivery, and
operability for the Tulsa Data center. Acted as key liaison for senior client
executives to address and resolve issues with technical and service delivery.
Managed over 130 personnel and 700 systems. Established and managed the budget.
·
Eradicated
all attrition and surpassed all SLAs.
·
Regained
client confidence and trust by improving service delivery.
UNIX Product Line Manager (2000)
Coordinated multiregional support of over 1,000
cross-platform UNIX servers. Addressed problems, supported new business
implementations, and provided consulting services. Mentored and led a team of
system administrators. Liaised with site managers to identify client
requirements and appropriately assign resources.
·
Ensured
operability and efficiency through daily resolution of system issues.
Growth for Leaders Program, Facilitator (1999-2000)
Contributed to the success of the Growth for Leaders Course.
Collaborated with professional trainers to present and explain leadership
experiences from veteran managers.
Project Support Product Line Leader (1996-1999)
Managed project support for key mainframe platform projects.
Directed the support team in implementing support for all regions. Oversaw
workload review processes.
·
Maintained
efficient allocation of internal resources across diverse product lines.
Previous
roles with clients of EDS include System Support Manager, Software Service Site
Manager, Interactive CICS and Database Group Manager, and Interactive Database
Manager. Additional positions available on request.
FORMAL EDUCATION
Bachelor of Science, Math and Computer Science
Rensselaer Polytechnic Institute,
TRAINING COURSES
EDS Operations Development
Program
EDS Systems Engineer Development
EDS System Programmer Development -
MVS Software
EDS Growth for Leaders Program -
Facilitator and Training