Richard Shook
Gardiner,NY
Summary
Motivated Service Delivery IT Director with +29 years’ experience in people and project management supporting Datacenter operations, building and maintaining enduring client relationships, P&L, Invoicing, QBR measurements and Human Resources. Driven and ambitious change manager agent dedicated to continuous service improvement, focused on enhancing revenue and streamlining business operations. 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
31
31
years of professional experience
1
1
Certification
Work History
Director – Service Delivery
Experis, ManpowerGroup
05.2021 - Current
- Position included all responsibilities listed in below Director – Service Delivery Role
- Management of Java development team in Hyderabad India transforming monolithic applications into Micro Services for Fortune 500 company
- Management of MVS Console Operations Production Control Team supporting IzWS environment.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Established culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
Director – Service Delivery
Pomeroy Technologies, LLC
07.2009 - 04.2021
- Position included all responsibilities listed in below Area Manager Role
- Management of Service Delivery to 9 strategic datacenters, 20 client and end client remote locations for Media Operations support with span of control up to +320 direct and indirect reports
- Employee recruiting, interviewing, hiring and terminations, performance evaluations and mentorship for new employee Managers
- Managed Media, Asset, Transition, Project Management, Hands & Eyes, Process Training, Disaster Recovery, Application and Database support teams
- Focus on risk assessments and audit readiness regarding service delivery execution and remediation plans relative to complex services situations and opportunities
- Developed in-depth Root Cause Analysts per client request
- SME for client process and procedure updates
- Assessed client satisfaction levels and performed ongoing quality assurance measures
- Quarterly Business Review (QBR) measurement development and presentation to client
- Management of P&L, including forecasting and actuals reporting of all assigned client engagements, ensuring budget compliance and overall project profitability.
Area Manager – Northeast
OAO Technology Solutions
04.2004 - 07.2009
- Position included all responsibilities listed in below Site Manager Role
- Management of employees providing support at multiply client strategic 24 X 7 and remote end client datacenter locations for Tape, Print, Asset Inventories and Console Operations
- Maintained audit ready posture for process execution, employee process knowledge and education
- Managed and maintained P&L profitability for assigned client engagements
- Assisted peers in other regions with invoice tracking and reconciliation as needed.
Site Manager – Southbury CT
OAO Technology Solutions
11.2000 - 04.2004
- Employees Management for 24 X 7 Datacenter Tape Operations support
- Employee recruitment, interviewing, hiring, onboarding, terminations, and performance evaluations
- SLA / SLO obtainment with monthly client measurement review
- Day to day client facing
- Managed and performed quarterly and annual asset inventories / reconciliations for all client accounts
- Input to client procedures as changes occurred, including from lessons learned
- Contract negotiations and addendum review and responses
- Quarterly contract addendum and invoice reconciliation with client Vendor Management
- Managed remote Disaster Recovery test support including employee travel
- Assisted other locations as needed.
Site Supervisor – Poughkeepsie NY
OAO Technology Solutions
05.1995 - 11.2000
- Supervision of employees providing 24 X 7 Datacenter Tape and Print Operations support
- SLA / SLO obtainment
- Client facing
- Contract addendum review and input
- Employees recruitment, interviewing, and hiring
- Backup coverage for employees as needed
- Employee counseling, payroll and HR administration.
Print and Tape Operations
OAO Technology Solutions
09.1993 - 05.1995
- IBM outsourced their datacenter operations
- Same position and responsibilities listed below.
Print and Tape Operations
IBM Corporation
02.1993 - 09.1993
- Supported high speed IBM Mainframe printers (3800, 3900, and 6262), HP plotters, Moore and Stratford roll feed and busters/trimmers/cutters/delivers
- Monitoring of MVS JES 3 and VM print queues and directing output to printers
- Print output delivery to offices / print bins in various customer buildings
- Customer support via phone and email
- Assisted with tracking and ordering of print supplies (boxed and roll paper, pre-printed three and four part forms, labels, etc)
- Inputted into procedures updates as changes occurred.
Education
Associate of Applied Science - Information Technology
Duchess Community College
Poughkeepsie, NY01.2024
High School Diploma -
Our Lady of Lourdes High School
Poughkeepsie, NY06.1988
Skills
- Effective and Transformational Leadership
- High Energetic Personality
- Analytical & Critical Thinking
- Collaborative
- Team Builder and Staff Development
- Customer Facing
- High Emotional Intelligence & Soft Skills
- Employee Recruiting and Hiring
- Excellent Communicator
- Active Listener
- Risk Assessment
- Fixed Price Managed Service Contracts
- Media and Asset Management, Inventory Control and Reconciliation
- Project and Transition Management
- Process Documentation
- Highly Proficient in Windows, Microsoft Office & PC Hardware
- Leadership
- Teamwork
- Critical Thinking
- Problem Solving
- Empathy
- Flexibility
- Adaptability
- Active Listing
- Strategic Planning
- Verbal and written communication
- People Management
- Operations Management
- Team Management
- Strategies and goals
- Project Coordination
- Staff Management
- Organizational Development
- Staff Development
- Issues Resolution
- Business Planning
- Hiring and Retention
- Financial Reporting
- Charismatic Leader
- Contract Management
- Program Management
- Budget Management
- Financial Management
- Information Technology Management
- Effective leader
- Relationship Building
Certification
- ITIL V3 Foundations
- Crucial Conversations Training
Accomplishments
- Creation and implementation of scripting for data parsing and formatting for all client accounts and locations nationwide.
- Implementation of workflow checklists, simplifying daily audit requirements for employees.
Testimonials
- Can't tell you how much I appreciate you and all you've been doing helping us with pricing on two RFI’s. - Mary LoMonaco – Experis.
- Your pleasant, relaxed and comfortable demeanor coupled with your boundless energy, focus on details, keen technical competency and smooth delivery all contribute to inspire confidence in me, our consultants and our clients alike. It is tremendously comforting to know that you are leading the delivery of this important program. - John Rushlow – Experis
- Overall program success rests squarely with Rich Shook. Rich’s has driven smart decision-making resulting in highly efficient and effective delivery team management and he epitomizes accountability. - John Rushlow – Experis
- Thank you Rich for being an “awesome” manager!! – Tracy Gray – Experis
- Your leadership and support is awesome! – Eugene Sturdivant - Experis
Awards
2022 Delivery Leadership Award
Timeline
Director – Service Delivery
Experis, ManpowerGroup
05.2021 - Current
Director – Service Delivery
Pomeroy Technologies, LLC
07.2009 - 04.2021
Area Manager – Northeast
OAO Technology Solutions
04.2004 - 07.2009
Site Manager – Southbury CT
OAO Technology Solutions
11.2000 - 04.2004
Site Supervisor – Poughkeepsie NY
OAO Technology Solutions
05.1995 - 11.2000
Print and Tape Operations
OAO Technology Solutions
09.1993 - 05.1995
Print and Tape Operations
IBM Corporation
02.1993 - 09.1993
Associate of Applied Science - Information Technology
Duchess Community College
High School Diploma -
Our Lady of Lourdes High School
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