Max Herron Resumev4 by 2PbJE3


									                                       Max Herron
     1822 College St., Sulphur Springs, TX 75482; 903-438-5729 c, 903-885-8026 home


Over 25 years demonstrated IT management experience in the areas of Customer Support / Help
Desk, IT Transitions / Mergers and IT Service Delivery. Background expertise includes Disaster
Recovery, Change Management and Outsource Management.


L3 Communications, Integrated Systems, March 2002 to April 2009 - Greenville TX

Service Delivery Manager –Information Technology
     Designed, implemented and managed the L3/IS Enterprise Help Desk. Selected the
        Incident / Problem Management Application (BMC Service Desk Express) based on
        functionality, speed of deployment and cost. Hired and trained the staff. Documented
        tools, processes and work instructions. Developed and wrote the communication plans
        for Executives and Customers. Managed Service Level Agreements. Created and
        maintained the metrics and reporting system used for monthly Operations Reviews,
        budget plans, headcount growth and performance. Managed the support team that
        started with 5,000 Greenville users and 6 agents; to over 60,000 users world wide,
        multiple L3 businesses and 13 agents.
     Selected to lead IT Infrastructure transition projects for acquired L3 businesses. Migrated
        Active Directories, MS Exchange email services, WAN and Help Desks into the L3
        Integrated Systems IT environment. Managed each unique project with different
        locations, teams, size, budgets and complexities. Completed each project successfully
        and achieved cost savings, standards and centralized managed services to the newly
        acquired businesses and L3.
     Managed the entire RCA process, Mainframe Systems/Operations, Change Control,
        Asset Management, ITIL (IT Information Library) v3 implementation and Disaster
        Recovery / Business Continuity.

Raytheon IT Shared Services, 1991 to March 2002 - Greenville Texas

Project Manager – Raytheon Help Desk Consolidation Project.
     Led the Raytheon project in consolidation of 13 Help Desks into one outsourced
        Enterprise Service Center. Conducted due diligence and selection of the outsource
        partner which resulted in cost savings, efficiencies and standardization to Raytheon.
        Managed the outsourcer on all Help Desk Transition and Transformation deliverables.
        Supervised training, led discovery and Red Team Resolution projects for each migrated

Raytheon Central Regional Coordinator for IT Operations and Infrastructure.
    Managed the Raytheon Central Region contract associated with the outsourced
    Created and led the Raytheon Help Desk Steering Council for sustaining activities and
       direction of the Consolidated Help Desk. Analyzed performance reports for all exceeded
       SLAs and enforced penalties when necessary.
    Selected to participate on the Greenville and Waco Six Sigma IT Baseline team.
       Recommended several significant cost saving projects such as centralized support,
       server based storage, electronic deployments with SMS, total organization restructure and
       employee retention/attraction initiatives.

Max Herron                                                                         903-438-5729
E-Systems, Greenville, Texas, 1977 to 1991

Manager, Customer Service and Desktop Support and a staff of 30 employees.
    Designed, implemented and managed the Customer Service Center and Technical Help
      Desk for Department of Education contracts (NSLDS and FFEL) and E-Systems'
      Customers and contracts. Conducted desktop support and training for 10 nation wide
      Department of Education locations. Migrated these sites and over 500 U.S. Government
      Customers from mainframe / terminal based applications to Windows and Desktop
    Led the design, configuration, development and implementation of Peregrine Service
      Center and Knowledge Bases for Incident and Problem resolution.
    Supervised desktop support and training for the Greenville Division and Corporate


Texas A&M University at Commerce
Bachelor of Science

Active Security Clearance - Secret


ITIL Foundation Manager v3
Help Desk Institute - Help Desk Management
IAITAM (International Association of IT Asset Managers)


BMC Service Desk Express formally Magic Help Desk
MS Office

Max Herron                                                                   903-438-5729

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