4fraziers.com

Timothy Frazier
1308 Laguna Vista Way · Grapevine, Texas 76051 · (318) 734-9273 · tim@4fraziers.com

Service Delivery and IT Operations Manager
Leadership, Streamlining, and Continuous Quality Improvement

Qualifications Summary

Senior manager with a large portfolio of recommendations from clients and business partners. Highly intuitive and logical approach that wins confidence of clients, partners, and co-workers.
A strong believer in creating value, quality, and cost savings without exporting American jobs overseas.

Core Competencies

• Strategic Planning and Execution
• Problem Resolution Leadership
• Productivity Improvement
• Vendor Selection
• Quality Improvement Leadership
• Profit Growth and Cost Savings

Employment History

From: 8/8/1995 To: Present
Affiliated Computer Services – Zale Account, Irving, Texas
Service Delivery Manager
Ensured proper completion of daily activities and ongoing service provision of all ACS personnel assigned to the Zale account. Led client and service towers IT operations projects and daily work efforts.
Hosted daily, weekly, and monthly meetings covering status of IT operations, projects, and special initiatives.
Performed the role of situation/crisis manager for infrastructure failures and ensured fastest possible resolution by coordinating and leading restoration efforts and services.
Responded on call 24×7×365 to ensure client satisfaction and correct delivery of services by technical towers.
Officiated over and managed the combined ACS and client change management processes.
Previous roles on the Zale account have included Data Center Supervisor, Desktop Support Manager, LAN Administration Manager, and Network Engineer, often maintaining a combination of these roles simultaneously over the past 15 years.

From: 3/1/1987 To: 5/11/1995
City of Greenville – Texas
Police Officer
K9 officer, relief sergeant, and enforcement of local, state, and federal laws.
• Criminal case investigation, reporting, and special work for County and district attorneys’ offices in case research and prosecution
• Hostage negotiation, K9 narcotics detection and criminal apprehension. Specialized training (literally hundreds of classes over 8 years) in law enforcement and public relations including:
• Communications with news media
• Prosecution state’s witness training for jury trials
• Extensive experience in public speaking and written communication

From: 5/16/1984 To: 3/1/1987
State Department of Highways and Public Transportation – Greenville,
Engineering Aid III
Highway right of way survey crew chief, highway and bridge construction plan preparation and drafting, certified concrete construction and civil engineering inspection

Computer Literacy

Microsoft Office Suite: Word, Excell, PowerPoint, Visio, Access, Outlook
Linux OS: RedHat, SuSe, Fedora Core
Open Source: Open Office Suite, Evolution, WordPress, Xoops, Joomla, PHPBB

Other Interests

Journalist and copywriter with published works at Associated Content, 4Fraziers.com, Examiner.com, and AdviceFromGrandpa.com

“Tim is an outstanding resource. He is hard working, smart, and always does the right thing regardless of the time required to complete the task. Clients love working with Tim because of his attention to detail and in-depth knowledge. It was a true pleasure to work with Tim.”

June 24, 2008 – Michael Harris, Director, Remote Operations, ACS

“I have had the pleasure of working with Tim as the Solutions Delivery Manager at ACS, who is Zale’s outsourcing partner. His technical skills are very solid and he has proven to be an excellent organizer and planner. He has always demonstrated his desire to make sure that the customer receives the right solution for both the short and long term.”

June 23, 2008 – Dave Magness, Director, Data Center Operations, Zale Corporation

“Tim is an engaged, client-oriented, Service Delivery Manager with solid technical and strategic skills. He enjoyed a good long-term relationship with our client, was respected for his knowledge and work ethic, willingly “digs in” when required to achieve results, and creatively resolves business problems.”

June 21, 2008 – Greg Hoveland, ACS SBU Manager, Zale Corporation

“Tim understands the underlying drivers and can communicate them to executive and technical audiences alike. He is a conscientious person who keeps people working together in a fractious environment, and puts in the effort to make it right. I enjoyed working with him.”

June 20, 2008 – Patrick Lee, Manager, Network Engineering, Affiliated Computer Services, Inc

worked with Tim at Affiliated Computer Services

“Tim reported to me for 2 1/2 years while I had responsibility for the Zale account. During this time Tim’s responsibilities continually increased, moving from desktop support to LAN/WAN Manager and then on to Service Delivery Manager. It was my pleasure to provide some of these opportunities to Tim as he was extremely hardworking and was focused on increasing his technical skills. Zale depended heavily on Tim’s expertise and work ethic in the support of their business. His reputation among the Zale clients was outstanding and became problematic as so many people attempted to drag Tim into solving their problem.”

June 18, 2008 – Tom Melesky, Executive Account Manager, ACS

“Tim provided excellent service as the Service Manager for all of our infrastructure at Zale. He was reliable and always available to work through system issues. He worked with unix admins, DBA’s and users to ensure that we always had a stable system. If he said he would get something done, you were guaranteed that it would be done, on time, and to everyone’s satisfaction.”

June 18, 2008 Top qualities: Great Results, Personable, Expert – Betty Montgomery

“Tim started at Zale and moved on to ACS. He had very good working knowledge of our environment, since he designed a lot of it and was very good with the end users at the company.”

June 17, 2008 Top qualities: Great Results, Personable, High Integrity – Art Brees