BARRY A. PHELPS barryaphelps@gmail.com 774 275 8543 www.linkedin.com/in/barryphelps

Leading business critical teams to exceed service levels with reduced expenseRich mix of infrastructure delivery, operations, service level management, finance, and people care for several Fortune 500 companies spanning many industries. Identifies and allocates resources appropriately. Provides well thought out solutions, executes multiple tasks at once, and identifies problems and develops solutions. Objective and progressive with dynamic leadership and business acumen to produce extraordinary results.

AREAS OF EXPERTISE

Service Management (ITIL concepts)Service Desk ManagementCross Functional Team ManagementGlobal Team Leadership

Service Delivery (leading technical teams)SLA and Financial ManagementCommunication / PresentationProject Management

INDUSTRIES SUPPORTED

AutomotiveHigh Tech

RetailFinancial

ManufacturingMedical Devices

ElectronicsConsulting

EXPERIENCE & ACHIEVEMENTS

HPE @ Ahold, Quincy, MA | Carlisle, PA | Greenville, SC 2011 – 2016Ahold is a global Grocery store corporation that currently owning US chains Stop & Shop and Giant Foods, more planned.

Service Delivery Manager (End User Compute Leader / Service Management Leader / US IT Service Desk Leader)Provide end user experience and service management ITIL expertise to improve service delivery results across the organization. Build and motivate team of on-site, off-site, and off shore to exceed delivery requirements.

Led migration of our Service Desk from Pune, India to Bangalore, India. Led continuous improvement efforts to streamline and incorporate ITIL practices into

the Change, Incident, and Problem functions within the account. Developed a ‘Walk In Center’ location for users to get immediate support for End User

Compute issues instead of routing through the Service Desk. Established an End User Experience support model including a Quality & Continuous

Improvement program, organizational communications, and new performance metrics.

EDS @ FINRA, Rockville, MD 2008 – 2011FINRA (Financial Industry Regulatory Authority) an independent, not-for-profit organization authorized by Congress to protect America’s investors by making sure the securities industry operates fairly and honestly.

Account Delivery Executive / Service Delivery Manager - InfrastructureMission: to stabilize EDS’ service delivery and performance. Focused on critical infrastructure issues. Gathered information and assessed current situation, took over several critical projects and worked with existing support teams to tweak their service delivery to better meet the client’s expectations. Network stabilization and upgrade Application upgrade & structured support

plan

Service Delivery changes to meet client expectations

EDS @ Boston Scientific, Natick, MA 2003 – 2008Boston Scientific is a leading innovator of medical solutions that improve the health of patients around the world.

Account Delivery Executive / Service Delivery Manager - InfrastructureTransformed the infrastructure environment for Boston Scientific (see major projects below). Provided people care for 50+ people, service delivery (8 different support teams), financial management (~$5M/year) and end user/client expectation management.While leading Boston Scientific, led delivery to EMC on a an application hosting contract.SIGNIFICANT PROJECTS / ENVIRONMENT IMPROVEMENTS

Data Center rebuild Magic (ticketing system) application

upgrade

Server / Exchange upgrade Network expansion & architect

upgrade

EDS in Silicon Valley, San Jose, CA 1998 – 2003Technical Delivery Team Manager

Companies Supported Xerox ColorgrafX Netigy

Aspect Communications

Mitsubishi Electric

Renesas 3Com

Technical Teams Led Service Desk Mainframe Server

(Wintel/Unix)

Web Design DBA Network

Security

Desktop Exchange Business

Analyst

Metric Reporting

Growth and expansion was a key driver in these companies during the early 2000’s, led many teams to increase capacity while meeting service level / contract commitments. Led effort to start up new support models and to shut down accounts when the company closed. Controlled full people care responsibilities as well as financial management for the service led.

EDS @ General Motors, Springhill, TN | Indianapolis, IN 1992 – 1998

Supported the Automotive Component divisions for General Motors, specifically their Accounts Receivable and Billing systems

Systems Engineer AdvancedLed the application development team to define requirements, establish standards, control scope and implement a ‘common’ Billing & Accounts Receivable System for the GM Automotive Component Groups.Stepped into the team lead role for the financial business systems for the GM division of Saturn. Led team to clean up and streamline production to meet critical production and business timelines.

EDS Development Program, Plano,TX | Warren,MI | Indianapolis,IN 1989 – 1992This 2 year program included a 10 week COBOL boot camp development program

EDUCATION | TRAININGBS,Business Administration/Computer Science,AUSTIN PEAY STATE

UNIVERSITY,Clarksville, TNManufacturing Enterprise Leadership Program