Stephen F Miller2505 N. Coachwood Avenue, Kuna, ID 83634, Cell: 208-488-8215, sfm21349@aol.com

Opening StatementVersatile IT professional known for strong decision-making, being well organized, and highly analytical with the skills to prioritize, manage, and deliver multiple tasks concurrently and on time. Demonstrated success in providing leadership in a team-oriented environment, the ability to work creatively with teams and leadership to solve problems and deliver results.

Summary of QualificationsLeader with significant experience providing client support, technology solutions, business solutions, inventory management and Service Operations Management while gaining valuable experience working in small, medium, and large companies including International operations. Lead and delivered services to customers in the Computer, Instrumentation, Third Party Maintenance, and most recently, in the Grocery industry. Additional experience in Computer manufacturing and test, Computer Field Service, Field Service leadership (Manager & Director), IT Service Management (ITSM / ITIL), IT Managed Services, Business Relationship Management, Quality Management (Six Sigma and ISO2002), and Project Management. A Customer-centric, Service Delivery focused leader driven to provide high quality solutions to customers, results driven, able to energize teams and influence behavior, exceptional with Analytics, and recognized for superior business value through effective P&L management

Employment ExperienceSupervalu, Inc., Boise, ID 1/2006 - PresentIT Operations Service Manager – Infrastructure, ITSM Account Manager for Albertsons, ITSM Account Manager for SAVE-A-LOT, IT Business Relationship Manager, IT Sr. Enterprise Escalation Manager, IT Operations Service Manager – Portal Services, IT Operations Manager – Marketing & Merchandising Services

The Operations Service Manager is a key Operations resource that functions across all IT and Non-IT groups providing leadership to ensure the production environment is available and exceeds business expectations. As an OSM, I have 6 primary functions; 1) Maximize Service Availability by providing reliability, availability, and stability, 2) Single Point of Contact for developing business relationships, understanding the business view of IT, eliminating communication barriers, 3) Continued Service Improvement through aligning business services, driving process improvement, utilizing best ITIL and ITSM practices, and drive standards and policy compliance, 4) Drive Quality Change by reducing change related outages, working across functional teams, managing transfer to production, serving as Change Domain Lead, and analyzing the impact of changes) , 5) Portfolio Management through understanding business needs, leading regular validation of roadmaps, understanding environmental components, and Metric reporting, and 6) Restoration of Services by validating appropriate level of urgency, engaging the proper resources, quantifying te true impact, and participation in event review activities. As an Enterprise Escalation Manager, I created, trained, and lead Enterprise Escalation Management team (On shore and Off Shore) in resolving enterprise Service Outages for Retail, Supply Chain, and Corporate incidents thru impact analysis, technical and leadership engagement, and driving/managing bridge calls. In the Account Manager role for Albertsons and SAVE-A-LOT, I had cross functional responsibilities for Retail, Supply Chain and Corporate Service Management activities including new business and project awareness.

Accomplishments: Created, managed, and delivered project plan to stabilize and improve performance of the Supervalu Web Portal – Received

Letter of Appreciation from the VP of Infrastructure Developed and delivered a Weekly and Period performance Scorecards - resulting in reducing incident duration by 18% and

cost by 10% Introduced and delivered the Service Level Management model for SVU - resulting in improved incident response (< 15 min)

and lower Mean Time to Resolve (16%) for Critical applications

Successfully represented ITSM in major Managed Services outsourcing contract - reducing service delivery costs by 38% Achieved 99.7% successful deployment of Production Changes while providing guidance and support to Change Owners in IT

Platform Services Produced and implemented Enterprise Escalation processes - improved business impact notification time by 24%, improved

communication, and problem resolution by 21% while leading cross functional teams in resolving critical Enterprise Outages Delivered CMDB Upgrade project through engaging with application owners and under pinning Infrastructure teams,

building relationships in CA Service Desk, resulting in improved impact understanding for Service Outages Provided IT Service Management Transition support for Albertsons/Safeway retail store and Supply Chain conversion Project

Sarcom, Boise, Idaho 6/2003 – 12/2005Western Area District Enterprise Service ManagerProvided Technical Enterprise support for customers out of 2 offices - one in Torrance, CA and one in Boise, Idaho ((23 employees). Services included System Engineering, Server support, and Desktop support.

Accomplishments:Delivered process improvement using Six Sigma Methodology - streamlined service contract processes by eliminating "no value

add" steps and reducing costAchieved $1.7M in revenue and $450,000 gross profit through team selling and efficient cost managementAwarded $475K contract with Disney and provided national support for 2 US based Theme Parks

GE Capital IT Solutions, Anaheim, California 2/1998 – 5/2003Western Region Enterprise Services Manager / Region Quality Black belt - US West RegionIn charge of Depot Services, Professional Services, and Inventory departments. Managed P&L to include budgeting, expense control, and revenue generation. As a Black Belt Six Sigma Leader, coached Green Belt candidates on projects across the Western Region

Accomplishments: Delivered a 21,000-seat/564 location national contract leveraging third party vendors for remote support – increasing

revenue by $600K per year and GP by 28% Completed 25 Green Belt projects, saving customers $9.5 million while delivering $1.5M Gross Profit Trained 149 technical and management staff on Six Sigma methodologies

DecisionOne, Brea, CA 8/1994 – 2/1998Regional Operations DirectorManaged Southwest Region of US, Responsible for 3 Managers, 126 Field Service and Professional service engineers

Accomplishments: Achieved $56M in service sales though collaborative solution selling with Sales Team and partners Delivered $15M Gross Profit through effective cost managementCentralized 5 inventory locations into one facility saving 38% annually on parts, labor, and facility costs

EducationDiploma, Computer Electronics, Major: Computer Electronics, Minor: COBOL 1970

Bryant & Stratton College, Boston, Massachusetts, GPA: 3.5, - Class PresidentGeneral Studies

Cape Cod Community College, Hyannis, Mass.Dale Carnegie Public Speaking University of Maryland - extension, College Park, MD - Several leadership, business, and employee relations

classesMultiple Business Management, Employee Relations, Operational analysis, P&L training courses and Seminars

Summary of SkillsAccountable, technical acumen, flexible, adaptable, organized, influential, focused, effective communicator, team player, results driven, sound judgment, action oriented, strong presentation skills, P & L management skills, employee growth and development experience, analytical, metrics, visionary, customer centric, self-starter, creative, thinks out-of-the-box, quick learner.

Awards Peer Awards for Passion, Leadership, Urgency, Teamwork, (Supervalu) GE IT Solutions President's Award - Outstanding Contribution "Achieving Operational Excellence" GE Senior Leadership Recognition Award - Advanced Manager Training, GE Crotonville Training

Center

Activities and InterestsGolf, Basketball, Baseball, Hockey, Classic cars, Camping (RV), Hiking, Gardening, Electronics