Updated Resume

1. VINCE MAURER
2705 Langford Commons Ct | Norcross, GA 30071
678.646.1523 | vincemaurer@gmail.com
Technology Professional
Result-oriented Technology Professional with extensive industrial IT leadership experience. Extensive experience in IT
strategy and operations, vendor management, project, change management, training, implementation and support.
Strategically minded, executing complex, large-scaleprojects ata high level across multipledivisionsand locations.Excels
at analyzing,developingand deploying processes,managingorganizational changeand resolvingcomplex problems. Lead
/ Manage and collaborate with multi-cultural and multi-national groups and teams both in person or virtually.
 Negotiations
 Strategic Planning
 Project Management
 Process Improvement
 Enterprise Infrastructure
 Innovation
 Enterprise Architecture
 IT Training& Curriculum
 Application & Technology
 Team Mentoring & Retention
 Budgets / P&L
 Cost Reductions
 Lifecycles Management
 Program Road Mapping
 Strategy Development & Execution
QMATIC JUNE 2016 to PRESENT
Large global Swedish-based manufacturer of Queueing Systems and integrated Software developer.
Customer Support Manager, June 2016 to present
Responsibleforsupervising theQmatic Help Desk Supportteamand to raise the expertiseand efficiency to
supportourhardwareand softwaretechnologies. Additionally responsibleformanaging timelinesto ensure
Qmatic meetscontractually agreed upon ServiceLevel Agreements.
 Manages the clientsupport staff to ensure customer satisfaction and efficientprocesses arein place
 Serves as the escalation pointfor all supportcasesinternally in North American with our development team and
externally with our factory in Sweden.
 Works closely with warranty sales to ensure all servicecontracts arefollowed and measured.
 Monitors and is accountablefor servicedepartment quality targets.
 Defines and leverages KPI’s to identify areas to improve
 Provides monthly reports of callsto customers and managers where necessary.
 Maintains schedulefor after-hours cell phoneand pager support.
 Ensures competence of Help Desk Technicians through trainingand development, appraisal and motivation
techniques.
 Collects,compiles,and analyzes data to identify trends from statistical analysisand makes recommendations to
Senior Level management for improvingof Customer Service Satisfaction.
 Conducts real-timephone monitoringand coachingto Help Desk Technicians to maintain required
servicelevel; provides immediate feedback to associates to increaseproductivity levels.
 Manages after hours and weekends supportprocess for escalated issueresolution.
 Determines help desk requirements by maintainingcontactwith customers; visitingoperational environments;
analyzingapplicationsand hardware.
METSO / VALMET 1998 – 2016
Large global Finland-based manufacturer of industrial automation systems and machinery, has worked across the entire
enterprise, including IT, and through numerous corporate restructurings, acquisitions, and divestitures.
Global Service Desk Manager, 2013 –2015
Leads a team of 39 24X7 Level 1 Service Desk personnel located in 5 call centers around the world supporting 14,000 users
in 1,200 locations in 50 countries including manufacturing plants, distribution centers and sales offices.
 Designed, implemented and operated a single Global Service model replacing a Regional model with the strategic
objective of harmonizing processes, procedures, tools and workflow handover to meet aggressive end-to-end KPIs.
PROFESSIONAL EXPERIENCE
AREAS OF EXPERTISE

2.  Successfully melded a large team of people speaking different languages in different time zones and with different
regional procedures into a unified Global Service Desk. Team handles 13,000 tickets/month with 73% first call
resolution and a maximum 2-3 days end-to-end resolution time.
 Developed a Governance strategy to work closely with the Level 2 Regional IT groups, on-site support professionals
and Global Application and Service Owners.
 Trained staff on a new SLA and KPI strategy measuringcustomer satisfaction,servicequality and increased ticketsolving
by Level 1 Support.
 Implemented a multi-channel communication system to take incoming trouble tickets via chat, email and phone.
 Selected, procured and implemented hardware and software including workstations, call distribution and ticketing
system. (iSupport, Remedy Force, Five9).
 Directed raining, skills development and recruiting of internal as well as our outsourced staff.
Additional functions include:
 Change Management Initiatives throughout our demerger with sister company and merging of 3 IT Departments .
 Office365 Global Implementation Team member and owner of Global ServiceDesk roles where it touched Office 365.
 Training,licensing,and implementation was managed by the Global ServiceDesk and OnSite Support. Expert user
of all products,from Lync (now Skype), SharePoint Designer, Outlook and all OfficeApplications. Worked as well
on the migration, merging and removal of all mail, archives and databases from Lotus Notes.
Vince Maurer | 678.646.1523 | vincemaurer@gmail.com | page two
 Team Member/Owner of Service Desk Implementation of our Server and infrastructure upgrade in preparation for
Office 365 named Pegasus.
 Collaborative tool service delivery (Video Conferencing, Presence, Instant Messaging, Online Meetings).
 Desktop software distribution and maintenance.
 IT asset management.
Business Applications and NA IT Manager, 2006 –2013
Managed the implementation deployment, support, and maintenance of 2 major ERP systems in coordination with the
Finnish head office.
 Selected by the CIO to consolidatea mix of 7 autonomous regional ERP packages (MFG/PRO, SCALA, SYSPRO etc.) into
one global solution of 11 sites in North America to align with Finland and move to a shared services model.
 Maintenance and delivery of existingITsolutions and services includingLAN/WAN, desktop hardware& software, and
server infrastructure.
 Setup and management of Tier 1 through 3 support model for end user incident management.
 ERP Application Management Service vendor selection, negotiation, and realization.
 Project Manager for Lawson M3 for NA and member of Global PMO Team.
 Managed a team of 50 programmers, both external and internal.
 ERP hosting vendor selection, negotiation, and execution.
 End user training and change management.
IT Services Manager – Automation Group, Americas, 1998 – 2006
Overall responsibility for North & South American IT operations including IT planning,operating budget, procurement, voice
and data/wired and wireless communications, security, DR, SOX compliance. Member of the IT Steering Committee.
 Managed the infrastructureteam supportingWorcester,Atlanta, Toronto, Lansdale,Brazil and Chihuahuadatacenters
with ~70 servers, Internet platform, production control, test and evaluation of new server hardware and software,
Active Directory administration, Citrix, file and print.
 Member of IT Security team supporting an internet site using checkpoint firewalls, setting and governing global
standards and policies, intrusion detection, incident handling and risk mitigation.
 Project Manager on multiple IT Projects both ERP and Financial applications.
VALMET 1990 – 1998
Manager, Purchasing/Inventory Control/Supply Chain
Moved from the Accounting group to Inventory Controller then Shipping and Receiving, then added all Purchasing for Spare
Parts and Project Inventory and finally IT procurement.
 International shipping including all customs and duties regulations and Incoterms guidelines.
 Product procurement, repairs management, manufacturing integration and running MRP.
 Continuous vendor management improvement with both Parent and local suppliers.
 Improved product and process cost effectiveness by sourcing locally as needed.
PROFESSIONAL EXPERIENCE - Continued

3.  Managed a small customer inventory at strategic locations as safety spares.
 Maintained contracts for logistics, leasing and software companies.
 Maintained Inventory levels for regional North American offices.
 Maintain continuous improvement of the ISO-9001 Program.
Degree in Accounting, Georgia State University,Atlanta, GA
ITIL, ITSM, and Project Management training and refresher courses
Individual Achievement Award from IT Director 2004
President’s Award Winner 2013
EDUCATION & CERTIFICATIONS