Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

Andre Hudson

Bloomington,MN

Summary

Dynamic professional with 20+ years of experience and a demonstrated capacity to manage a variety of IT consulting projects. Excellent ability to develop client rapport and assess client needs experience establishing project goals and deliverables and communicate objectives to inter–disciplinary project teams. Experience participating on management teams for multi million dollar projects and supervising multiple technical teams. Additional experience and certification in IT Service Management, including Problem, Change, and Incident management. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Infrastructure Services Manager

Mphasis Corp at IEHP
04.2023 - 11.2023
  • Provided support for design and implementation of critical ITIL/ITSM Management Processes enterprise wide, Facilitated training on Service Now platforms for IT staff
  • Worked with offshore Service Management team to drive development and process improvement
  • Managed service catalog requirements to completion
  • Partnered with customer in developing, training documentation in the Onboarding and Offboarding Management process
  • ITIL v3 Certified
  • Service Now admin certified.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Resolved customer complaints in professional and timely manner.
  • Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
  • Coordinated with other departments to maintain streamlined and productive workflow.

Manager - End User Support

Wipro Ltd. At Elevance
10.2022 - 02.2023
  • Managed day to day operations and support of two locations
  • Managed approximately 60 staff members
  • Interacting with all levels of management to bridge communication gaps and resolve outstanding technical issues effectively
  • Monitored and tracked delivery of computer systems to over 5000 end users
  • Provide daily status reporting and tracking
  • Facilitated training sessions for process improvement and efficiency
  • Facilitated daily team meetings to ensure solid morale and positive production
  • Worked with teams to produce process management reports
  • ITIL Certified
  • Service Now admin certified.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cross-trained existing employees to maximize team agility and performance.
  • Managed and motivated employees to be productive and engaged in work.

Manager - End User Support

Wipro Ltd. At Medtronic
02.2021 - 10.2022
  • Managed day to day operations of approximately 70 staff members at 27 locations
  • Interacting with all levels of management to bridge communication gaps and resolve outstanding technical issues effectively
  • Monitored and tracked delivery of computer systems to over 10,000 end users
  • Provide daily status reporting and tracking
  • Facilitated training sessions for process improvement and efficiency
  • Facilitated daily team meetings to ensure solid morale and positive production
  • Worked with teams to produce process management reports
  • Drove process improvement
  • Facilitated waste management efforts
  • Traveled to sites to encouraged team members and strengthen interaction positively
  • ITIL Certified
  • Service Now admin certified.
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cross-trained existing employees to maximize team agility and performance.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Onboarded new employees with training and new hire documentation.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.

Process Manager – ITIL/ITSM

Wipro Ltd. At Nisource (Columbia Gas) Utility
02.2017 - 12.2021
  • Commanding response bridge and driving technical teams to incident resolution with respectful professionalism
  • Interacting with all levels of management to bridge communication gaps and resolve outstanding technical issues effectively
  • Driving efficiency and effectiveness of Major incident, Incident, and Problem management processes
  • Worked with teams to produce process management reports
  • Monitoring effectiveness of process management and making recommendations for improvement
  • Developing and maintaining process management system as required
  • Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
  • Fostered a culture of collaboration among team members by promoting open communication channels and encouraging idea sharing for optimal problem-solving strategies.
  • Driving, developing, managing and maintaining major incident process and associated procedures
  • Reviewing and auditing ITSM process
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Delivered consistent process improvements through utilizing data-driven decision-making methods.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
  • Created comprehensive documentation outlining procedures for each process step-by-step along with troubleshooting guides, ensuring consistency and best practices shared across teams.

Delivery Lead – ITSM

TATA Consultancy at Belk Inc. (Retail Chain)
11.2015 - 01.2017
  • Interacting with all levels of management to bridge communication gaps and resolve outstanding technical issues effectively
  • Driving efficiency and effectiveness of Incident, Major incident and Problem management processes for 10,000 employees at 290 store locations
  • Worked with teams to produce process management reports
  • Monitoring effectiveness of incident management and making recommendations for improvement
  • Developing and maintaining incident management system
  • Driving, developing, managing and maintaining major incident process and associated procedures
  • Reviewing and auditing process
  • Ensuring that all IT teams follow Incident, Problem and Knowledge management process as per ITIL best practices
  • Using C.A
  • For ticket processing.

ITSM delivery lead – Contractor

TATA Consultancy at Best Buy Inc.
11.2012 - 01.2017
  • Provided support for the design and implementation of critical ITIL /Service Management Processes across the enterprise
  • Worked with customer in developing process roadmaps, for Incident, Problem, and Change management
  • Provided training and documentation during and after transition covering current, and new service management tools
  • Facilitated training with Service Now for select IT staff
  • Worked with offshore Service Management team provided encouragement, support
  • Partnered with the customer in developing, training and documentation in the Onboarding and Offboarding Management process space.

Delivery Lead – ITSM

TATA Consultancy at Southern California Edison
01.2015 - 10.2015
  • Driving efficiency and effectiveness of Incident, Major Incident , and Problem management processes
  • Driving efficiency and effectiveness of Knowledge management
  • Producing process management reports
  • Monitoring effectiveness of incident management and making recommendations for improvement
  • Developing and maintaining incident management system
  • Driving, developing, managing and maintaining major incident process and associated procedures
  • Reviewing and auditing ITSM processes
  • Ensuring that all IT teams follow Incident, Problem and Knowledge management process as per ITIL best practices
  • Using BMC Remedy for ticket processing.

Technical Analyst – Contractor

Ameriprise Inc.
08.2010 - 10.2010
  • Facilitated technical conference bridges in effort to resolve complications with critical business system applications
  • Performed incident and problem management, applications monitoring, and ticket tracking using various tools
  • (Gomez, EWS, Manage Now, Lotus Notes, Remedy, Peregrine).

Change Management Coordinator

Wells Fargo Bank - Contractor
03.2010 - 08.2010
  • Provided administrative support and user profile updates for change management using Remedy
  • Created and distributed AD-HOC reporting for failed, pending, and successful changes affecting the enterprise.

Control Desk Technical Support Liaison

Best Buy Inc.
05.2009 - 08.2009
  • Maintained a position as a control desk technical support liaison with a primary focus on facilitation, incident and problem management, and internal technical support for a customer base of over 90 thousand users
  • Provided mitigation of ticketed request and problem resolution for enterprise wide technical issues
  • Facilitated technical conference bridges for troubleshooting and problem resolution using Cisco IP telecommunication, provided technical insight and assistance to IT support teams, insured compliance to SLA ‘s, ticket escalation, and closure
  • ITIL trained
  • Ticket tracking using IBM Impact
  • Well versed in problem, change, and incident management.

Technical Manager/Support Analyst

Moonlight Techs LLC
01.2002 - 01.2009
  • Responsible for managing support team, the design and build of client site network infrastructure, including support and administration of Windows Server, Mac OS, MS Office, Desktop Support, Patches and updates, and troubleshooting and repair.

Senior Network Engineer

SuperValu Inc
01.2007 - 03.2008
  • Provided technical support and administration of IP and DNS for the SuperValu/Albertson’s enterprise as part of the configuration management team
  • Supported Cisco routers and switches
  • Provided Unix Administration
  • Windows Server Administration
  • Active Directory Administration
  • Problem/incident management using HP Service Desk
  • ITIL administrator.

Senior Technical Analyst

United Health Group
07.2004 - 02.2006
  • Demonstrated excellent Service Desk support for the UHG enterprise command center
  • Ticket tracking using HP Service Desk and Peregrine
  • Performed UNIX Server Administration
  • Provided network infrastructure and applications monitoring/support
  • Coordinated efforts with mainframe teams to resolve technical issues
  • Created technical documentation and training for support team
  • Supported MS Office
  • Facilitated technical conference bridges effort to resolve critical technical issues
  • Coordinated the development of tools to reduce time to resolution.

Team Lead, Service Operations Center

Best Buy Corporation
01.2000 - 06.2004
  • Provided second level help desk support, problem and incident management, and ticket tracking using Remedy and Peregrine
  • Unix administration
  • Provided workstation and server support and administration for Windows/NT, 2000, 2003, and XP
  • Supported MS Office
  • Configured and maintained monitoring tool using HPOV NNM
  • Provided network infrastructure and applications monitoring and support
  • Configured and supported Cisco routers and switches
  • Provided training for support staff
  • Supervised day to day activities for technical support staff
  • Supported Desktop and laptop technology
  • Interfaced with clients to understand requirements and expectations
  • Negotiated and clarified Service Level Agreements (SLAs)
  • ITIL foundations Trained
  • Project management using Microsoft Project.

Communications Engineer

Wells Fargo Bank
06.1996 - 01.2000
  • Provided Customer support and ticket tracking using Remedy
  • Provided technical support for all VRU systems in the US
  • Client server onsite technical support for Norwest Minneapolis/ St
  • Paul locations
  • Provided technical support for outlying area banks
  • Configured and supported multiple platforms including IBM, Dell, Toshiba, and Compaq laptops and desktops.

Education

B.S. Information Technology -

Skills

  • Service Delivery
  • Technical knowledge
  • Sales Support
  • Staff Development
  • Operations Management
  • New Employee Hiring
  • Multiple Priorities Management
  • Goal Setting
  • Staff Supervision
  • Conflict Resolution

Certification

  • Microsoft Certified Since 2001
  • ITIL V3 Certified

Software

MS OFFICE

Service Now

MS Project

Visio

HP NNM

Cisco Works

Timeline

Infrastructure Services Manager

Mphasis Corp at IEHP
04.2023 - 11.2023

Manager - End User Support

Wipro Ltd. At Elevance
10.2022 - 02.2023

Manager - End User Support

Wipro Ltd. At Medtronic
02.2021 - 10.2022

Process Manager – ITIL/ITSM

Wipro Ltd. At Nisource (Columbia Gas) Utility
02.2017 - 12.2021

Delivery Lead – ITSM

TATA Consultancy at Belk Inc. (Retail Chain)
11.2015 - 01.2017

Delivery Lead – ITSM

TATA Consultancy at Southern California Edison
01.2015 - 10.2015

ITSM delivery lead – Contractor

TATA Consultancy at Best Buy Inc.
11.2012 - 01.2017

Technical Analyst – Contractor

Ameriprise Inc.
08.2010 - 10.2010

Change Management Coordinator

Wells Fargo Bank - Contractor
03.2010 - 08.2010

Control Desk Technical Support Liaison

Best Buy Inc.
05.2009 - 08.2009

Senior Network Engineer

SuperValu Inc
01.2007 - 03.2008

Senior Technical Analyst

United Health Group
07.2004 - 02.2006

Technical Manager/Support Analyst

Moonlight Techs LLC
01.2002 - 01.2009

Team Lead, Service Operations Center

Best Buy Corporation
01.2000 - 06.2004

Communications Engineer

Wells Fargo Bank
06.1996 - 01.2000

B.S. Information Technology -

Similar Profiles

CREATE PROFILE
Andre Hudson