Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
AccountManager

Keith Greaves

MELISSA,TX

Summary

Strategic IT leader with proven expertise in service delivery and enhancing customer satisfaction. Achievements include successful project and change management, notably application migrations that boosted performance. Known for productivity and efficient task completion. Possess in-depth knowledge in operational management, financial oversight, and team leadership. Excel in communication, problem-solving, and strategic planning to drive organizational success. Strong ability to drive cross-team collaboration for strategic IT transformation. Recognized for optimizing operations and motivating teams to achieve market leadership.

Overview

40
40
years of professional experience

Work History

Vice President - Senior Manager Information Technology Infrastructure

Citi
Irving, TX
12.2021 - Current
  • Enhanced cross-team collaboration between Citi Technology Infrastructure and internal customers, resulting in improved service delivery and customer satisfaction.
  • Led a successful migration of Commercial Cards applications to Oracle RAC, enhancing system performance through strategic planning and execution.
  • Spearheaded the EOVS Tracking project, enhancing reporting accuracy through streamlined processes and team collaboration.
  • Facilitated daily support for Project Solution Requests in Emerging Payments, Commercial Cards, and Payments, Receivables, and Messaging, achieving increased compliance with requested delivery and go-live dates through effective task assignment and progress tracking.
  • Drove revenue by cultivating successful client relations.
  • Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
  • Created detailed reports on project progress for senior management review.
  • Facilitated team meetings and workshops to align on goals and strategies.
  • Reported to executive leadership on performance metrics, challenges, and strategic opportunities.

Account Run Leader / Service Delivery Leader

DXC Technology
Dallas, TX
10.2008 - 12.2021
  • Led client delivery for Southwest Airlines' DXC hosted systems, ensuring seamless operations and high customer satisfaction.
  • Managed DXC enterprise service delivery teams for Southwest Airlines to enhance project oversight and employee performance evaluations.
  • Implemented streamlined processes in SWA Wizard and Flight Tracking systems, increasing operational efficiency and customer trust.
  • Drove cross-functional collaboration for Siebel Rapid Rewards program, improving service delivery through effective communication.
  • Facilitated coordination among stakeholders to ensure timely project execution and maintain strong client relationships.
  • Presented monthly metrics to Southwest Airlines leadership team and provided SLA reporting.
  • Conducted weekly status meetings with DXC and Southwest Airlines customers to assess project developments and identify challenges.
  • Led account management for Siebel Loyalty Program implementation and upgrade, driving significant growth in Rapid Rewards program.
  • Conducted regular meetings with staff to discuss progress, identify challenges, and develop solutions.
  • Implemented effective communication protocols within the organization.
  • Organized events for staff engagement activities such as team building exercises.
  • Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
  • Responded to customer questions regarding products, prices and availability.
  • Identified needs of customers promptly and efficiently.
  • Monitored operations and reviewed records and metrics to understand company performance.

Applications Hosting Consultant

Electronic Data Systems (EDS)
Plano, TX
09.2003 - 10.2008
  • Managed Oracle ERP environments in Sacramento and Plano as Applications Service Provider.
  • Planned and scheduled activities with account CDE, DBA team, and service delivery organizations.
  • Oversaw budget management, including expense/revenue forecasts, monthly billing, and reconciliation.
  • Represented Apps Hosting team on EDS/Oracle Alliance project team for strategic initiatives.
  • Interfaced directly with IBM client to coordinate daily work for ASP team.
  • Hosted weekly status meetings with IBM and CMS to review work progress and priorities.
  • Delivered ASP Monthly Status Report, ASP Go-Live Plan, and ASP Operations Guide on time.
  • Collaborated with leveraged teams on engineering/design proposals, server deployments, upgrades, and refreshes.
  • Collaborated with clients to develop action plans to address specific challenges and objectives.
  • Identified needs of customers promptly and efficiently.
  • Analyzed key performance indicators to identify effective strategies.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Organized client meetings to provide project updates.

Service Delivery Executive

Electronic Data Systems (EDS)
Plano, TX
01.2003 - 09.2003
  • Delivered Plano SMC Infrastructure Services daily to account team and clients at 7-Eleven.
    Oversaw P&L budget management for optimal resource allocation.
    Facilitated training and development for team of 15 onsite employees.
    Conducted performance reviews and administered salaries to guide career advancement.
    Developed strong vendor and customer relationships to generate new business leads.
    Ensured compliance with Quality Management System protocols.
    Coordinated with leveraged centers on complex projects such as migrations and deployments.
    Directed engineering/design proposals, server upgrades, and refresh efforts.
  • Implemented process improvements designed to increase operational efficiency.
  • Conducted regular meetings with clients to review performance objectives and identify areas of improvement.
  • Managed the resolution of escalated customer queries promptly and effectively.
  • Assessed customer feedback and implemented strategies to improve services.
  • Identified potential risks associated with delivering services according to SLAs.
  • Drafted, reviewed, and updated service level agreements with customers.
  • Trained new employees on the policies and procedures related to providing excellent customer service.
  • Developed procedures for monitoring customer service metrics such as response times, quality scores.
  • Coordinated with internal teams to ensure timely delivery of services to customers.
  • Identified needs of customers promptly and efficiently.

Client Delivery Leader

Electronic Data Systems (EDS)
Plano, TX
09.2000 - 01.2003
  • Facilitated daily service delivery for end clients at Bimbo Bakeries USA.
    Actively engaged with Plano/Sacramento Service Management Centers and Troy Michigan Print Center.
    Managed responsibilities for Midrange and Distributed Servers, Helpdesk, Field Support, Web Hosting, and Payroll Print/Distribution.
    Coordinated client migration projects alongside engineering/design proposal efforts.
    Supervised server deployment processes along with necessary upgrades and refreshes.
    Accountable for P&L related to cost centers, focusing on expense tracking and revenue forecasting.
    Executed monthly billing procedures while ensuring accurate financial reconciliation.
  • Resolved customer complaints promptly and professionally, escalating issues as appropriate.
  • Monitored KPIs such as response time, resolution rate, service level agreement compliance. to evaluate performance levels against targets.
  • Developed and maintained relationships with clients through regular communication and meetings.
  • Conducted weekly team meetings to review project progress and assigned tasks.
  • Coordinated with internal departments to provide end-to-end solutions for customers' needs.

Print Center Site Leader

Electronic Data Systems (EDS)
Dallas, TX
07.1999 - 09.2000
  • Managed Service Delivery site of about 90 employees while overseeing $24M annual P&L budget.
    Developed training programs for leadership team, enhancing management capabilities.
    Executed salary administration and performance reviews to promote accountability.
    Facilitated career planning sessions to empower employee progression.
    Nurtured vendor and customer relationships to improve service delivery.
    Led initiatives for new business acquisition, driving revenue growth.
    Monitored compliance with Quality Management System to maintain high standards.
  • Provided guidance and support to staff members while ensuring they adhere to company standards.
  • Managed the day-to-day operations of the site, including staffing, scheduling, budgeting, safety protocols.
  • Analyzed customer feedback surveys to identify areas of improvement within the organization.
  • Conducted regular meetings with team members to assess progress and address any issues that arise.
  • Identified areas for improvement in processes and procedures at the site.
  • Maintained accurate records of employee attendance and payroll information.
  • Developed and maintained relationships with customers, vendors, and other stakeholders.
  • Oversaw all aspects of inventory management including ordering supplies, tracking shipments.
  • Complied with safety procedures and monitored team members for adherence to safety protocols on job sites.
  • Established and maintained close working relationships with staff, clients and vendors.

General Motors (GM) Service Cluster Manager

Electronic Data Systems (EDS)
Plano, TX
12.1994 - 07.1999
  • Managed duty manager coverage, salary administration, performance appraisals, career planning and guidance, training and development, customer interfacing, and assessment of Quality Management System as lead assessor
  • Monitored employee performance, providing feedback on progress towards desired outcomes.
  • Oversaw daily operations including scheduling shifts, assigning tasks, resolving customer complaints.
  • Collaborated with senior management on strategic planning initiatives.
  • Advised leadership on best practices related to operations management including process re-engineering initiatives.
  • Supervised employees through planning, assignments, and direction.
  • Administered employee discipline through verbal and written warnings.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Reviewed existing systems and procedures regularly to ensure they remain effective and up-to-date.
  • Identified training needs of staff within the cluster and implemented appropriate development plans accordingly.
  • Implemented strategies to improve productivity, efficiency and quality of service delivery in the cluster.

General Motors (GM) Mainframe Operations Shift Manager

Electronic Data Systems (EDS)
Plano, TX
08.1993 - 12.1994
  • Directed a team of 6-10 employees, implementing performance appraisals and development programs.
    Facilitated salary administration alongside career counseling for staff advancement.
    Collaborated with vendors and customers to enhance service delivery.
    Evaluated employee progress in Operations Development (OPD) Program to optimize outcomes.
  • Managed staff recruitment and training, ensuring all employees were informed of company policies and procedures.
  • Oversaw daily operations including scheduling shifts, assigning tasks, resolving customer complaints.
  • Advised leadership on best practices related to operations management including process re-engineering initiatives.
  • Monitored employee performance, providing feedback on progress towards desired outcomes.
  • Established performance standards and objectives for departmental personnel in order to ensure organizational goals were met.
  • Trained employees on duties, policies and procedures.

Operations Shift Manager

Electronic Data Systems (EDS)
Houston, TX
09.1990 - 08.1993
  • Oversaw team of 13 employees, managing production and distribution of hardcopy and microfiche output
  • Evaluated areas of improvement in processes, equipment utilization, inventory management.
  • Developed and implemented plans to improve operational efficiency and reduce costs.
  • Resolved conflicts between personnel in a timely manner while maintaining professional relationships.
  • Created reports detailing shifts' progress towards meeting goals; reported results to senior management.
  • Monitored the performance of each operator and provided feedback when necessary.

TLS Support Technician / Product Administrator

Electronic Data Systems (EDS)
Herndon, VA
08.1989 - 09.1990
  • Administered daily maintenance of three TLS tape catalogs and one TMS (CA-1) tape catalog.
    Executed TLS functions for account migrations, distribution updates, and changes.
    Monitored tape usage activity by account to ensure efficient resource management.
    Provided training for new accounts and employees on operational procedures.
  • Performed routine backups of critical data files according to established procedures.
  • Tested new software releases prior to deployment by end-users.
  • Assisted in the development and implementation of new processes related to IT support activities.
  • Provided technical support to customers via phone, email and remote access applications.
  • Monitored performance of computer systems regularly to ensure they are running optimally.
  • Installed, configured and maintained hardware and software components of computer systems.

Input / Output Shift Manager

Electronic Data Systems (EDS)
Herndon, VA
02.1987 - 08.1989
  • Coordinated tape pool, tape library, and output control areas for IPC operations.
    Supervised performance appraisals to enhance employee development and accountability.
    Interfaced with vendors and customers to ensure service quality and satisfaction.
    Monitored employee progress in OPD Program to align with training objectives.
    Provided career guidance and support to foster professional growth among 15 employees.
    Led training and development initiatives to improve team competencies.
    Managed a team of 15 employees, driving performance through effective leadership.
  • Managed the scheduling of staff shifts to ensure adequate coverage at all times.
  • Trained new employees on company policies, procedures, and job responsibilities.
  • Provided coaching and guidance to team members when necessary to improve performance.

Resource Management Team Leader

Electronic Data Systems (EDS)
Detroit, MI
09.1986 - 02.1987
  • Conducted monitoring of IMS, GMNET, CICS, and OMEGAMON for system issues.
    Executed regular image copies weekly to safeguard data.
    Managed nightly MICS cycles to optimize operational efficiency.
    Implemented system IPLs to support necessary system reboots.
  • Monitored workflow processes to identify areas for improvement and implemented necessary changes accordingly.
  • Evaluated existing processes regularly in order to identify areas where efficiencies can be improved.
  • Trained new team members on key skills to maximize team productivity and success in achieving objectives.

Operations Development Program (OPD)

Electronic Data Systems (EDS)
Detroit, MI
11.1985 - 09.1986
  • Executed monitoring of four individual mainframe systems for tape mounts, reel tape conversion, and completion of OPD Computer Based Training (CBT) courses.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Recognized by management for providing exceptional customer service.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Maintained updated knowledge through continuing education and advanced training.

Education

Computer Science Graduate - Information Technology

State Technical Institute at Memphis
12.1984

Mid-Level Management Program Graduate - Executive Leadership Program

SMU Cox School of Business

First Line Management Program Graduate - Executive Leadership Program

SMU Cox School of Business

EDS Leaders Internship Program -

EDS Leadership Program Training

EDS Leading People Program -

EDS Leadership Program Training

EDS Operations Development Program Graduate -

EDS Leadership Program Training

LAW Leadership Training Program -

EDS Leadership Program Training

EDS Internal Quality Assessor ISO9001 Certification -

EDS Leadership Program Training

Skills

  • Account delivery and management
  • Amazon Web Services (AWS)
  • Change management
  • Collaboration tools expertise
  • Data center operations
  • DevOps methodologies
  • Disaster recovery planning
  • Global delivery strategies
  • Incident management
  • Information technology expertise
  • Infrastructure development
  • Integration solutions
  • ITIL framework knowledge
  • IT management principles
  • IT operations oversight
  • IT outsourcing strategies
  • Service management best practices
  • IT strategy development
  • Transformation initiatives
  • Jira project tracking
  • Leadership capabilities
  • Microsoft PowerPoint proficiency
  • Project planning with Microsoft Project
  • Oracle database management
  • Outsourcing solutions expertise
  • Problem management techniques
  • Program management skills
  • Project delivery excellence
  • Project management methodologies
  • Server administration skills
  • Service delivery optimization
  • Service improvement initiatives
  • SLA compliance and management
  • Service management processes expertise
  • ServiceNow platform experience
  • Visio diagramming skills
  • Zendesk integration
  • Team leadership
  • Problem resolution
  • Performance reporting
  • Vendor management
  • Cross-team collaboration
  • Effective communication
  • Relationship management

Personal Information

Timeline

Vice President - Senior Manager Information Technology Infrastructure

Citi
12.2021 - Current

Account Run Leader / Service Delivery Leader

DXC Technology
10.2008 - 12.2021

Applications Hosting Consultant

Electronic Data Systems (EDS)
09.2003 - 10.2008

Service Delivery Executive

Electronic Data Systems (EDS)
01.2003 - 09.2003

Client Delivery Leader

Electronic Data Systems (EDS)
09.2000 - 01.2003

Print Center Site Leader

Electronic Data Systems (EDS)
07.1999 - 09.2000

General Motors (GM) Service Cluster Manager

Electronic Data Systems (EDS)
12.1994 - 07.1999

General Motors (GM) Mainframe Operations Shift Manager

Electronic Data Systems (EDS)
08.1993 - 12.1994

Operations Shift Manager

Electronic Data Systems (EDS)
09.1990 - 08.1993

TLS Support Technician / Product Administrator

Electronic Data Systems (EDS)
08.1989 - 09.1990

Input / Output Shift Manager

Electronic Data Systems (EDS)
02.1987 - 08.1989

Resource Management Team Leader

Electronic Data Systems (EDS)
09.1986 - 02.1987

Operations Development Program (OPD)

Electronic Data Systems (EDS)
11.1985 - 09.1986

Computer Science Graduate - Information Technology

State Technical Institute at Memphis

Mid-Level Management Program Graduate - Executive Leadership Program

SMU Cox School of Business

First Line Management Program Graduate - Executive Leadership Program

SMU Cox School of Business

EDS Leaders Internship Program -

EDS Leadership Program Training

EDS Leading People Program -

EDS Leadership Program Training

EDS Operations Development Program Graduate -

EDS Leadership Program Training

LAW Leadership Training Program -

EDS Leadership Program Training

EDS Internal Quality Assessor ISO9001 Certification -

EDS Leadership Program Training

Similar Profiles

CREATE PROFILE
Keith Greaves