Hello, I am Antonio Stevens
"I've been in leadership for all of my life. From boy scouts, to the military, retail, and my lifelong love in technology. My main focus in IT is supporting, developing, and motivating a strong, loyal, customer facing technology IT force of professionals. "
About me
Customer service matters. Right? Yes it does!
I started my roots working in retail leadership, working part time in technology. I loved working with customers. However, I remembered I still loved working with computers from my youth and I gradually switched careers into IT leadership. Spanning multiple different industries, my experience grew. My diverse background brings a focus on developing and maintaining business support with a customer service alignment. I have managed leaders, project managers and program managers. I have managed large multiple budgets and been very involved in strategic planning and road mapping. As an existing Director of IT, I’ve worn a lot of different hats. I have over 20 years’ experience around leading service desks, desktop teams, access and security teams, and project management. You name it, I’ve done it.
Currently, I am looking for a new challenge.
Best In
Managing your Technologly leadership team
Hiring me will get your business a IT service that provides white glove service and continually grows. I can manage, develop, and implement your service desk, desktop support teams, application groups, IT security, access, SaaS, Cloud, and project teams.
Professional development
Looking for the best in your technicans, engineers, coordiantors, analysts, trainers, and . Training, devlopment, hiring, career growth, motivation, loyality, and getting best out of everyone.
ITIL process and budgeting
Following the path of ITIL regarding management and company growth. Saving money, managing budgets, and creating value with every aspect of managing your business.
Providing A true business perspective
Employing someone who has perspective as a diverse professional, an IT leader, project manager, office, collections, retail and district manager. A manager who has many hats.
Leadership Skills
Experience
August 2021
KPMG
IT Director
Accountable for leadership over the help desk which consists of 70 analysts. Leading a management team of direct reports consisting of managers and offshore directors for my organizations in the US, MX, and India. Managing the overall operations processes, process improvement, strategies for the help desk, change, staffing, quality, knowledge management, training, and continuous improvement. Raising focus on constant improvement across IT services 50%, provided by focusing on providing and acting on an analysis based on wisdom, patience, data, innovation, time & process management, and ambiguity. Raised employee morale by 60%, by creating multiple channels of communication, support, to employees with a focus on training them to improve the support provided to our firm, with a dedicated view on their personal goals and careers.
March 2021
washington university
Interim IT Director
Directly led multiple technical leadership teams, which included the service desk, access management, and the enterprise application group providing support and customer service to over 12,000 internal facility university customers and medical staff. Increased more focus on improving customer service by putting more focus on self-help tools for customers, creating roadmaps around customer feedback loops, and working with peer-based teams to continuously working to improve our brand and reputation. Optimized Improved relationships between cross-functional support groups to address value propositions, improve the overall customer experience, with roadmaps I created to get desired outcomes.
January 2017
BJC Healthcare
Interim IT Director
Led multiple technology support teams across several hospitals for 32,000 employees and a team of 60 people with budgets and projects ranging up to $60 Million. Actively tracked and controlled the companies It annual operating and annual budgets. Overseeing desktop support leadership and support teams across multiple hospitals, infrastructure lifecycle, overall budget, procurement, break fix inventory, and liaison to the individual hospital senior leadership. Increased employee morale and safety by 23% by focusing on development, periodic meetings, and surveys. Led support teams in projects, data centers, supporting laptop/desktop/mobile devices, establishing a budget for IT equipment, and made recommendations for IT equipment procurements, coordination of vendors and communication with stakeholders. Purchasing, leading change and budget management ranging from $300,000 to $60 Million including team sizes from 5 to 100+ people supporting up to 300,000 users with a strategic and business mindset focused on customer service, transformation, and IT vision with strong executive presence. Optimized the growing maturity of IT by increasing my presence with senior leadership executives, developing, and maintaining relationships with external venders to see improved metrics on average of 28%.
October 2015
Ameren
Desktop Manager
Directly led desktop technicians and projects across all Ameren sites, remote locations, the data centers, and the power plant providing support for 8500 employees and a team size of 16 people across two states. Managing an annual budget of $2 Million. Oversaw and maintained the desktop environment ensuring desktop and laptops were properly maintained including the proper issuance and maintenance of all devices. Owned the Incident and Problem management processes along with root cause analysis. Grew opportunities to address cost effective processes by saving an average of 100,000$ a year by using data, metrics, and use cases to implement roadmaps to ensure ongoing reduction and growth.
June 2010
Bank of America
IT Director
As the leader, I grew the service desk including local desktop support which included level 1 to level 3 support, monitoring, evaluating, the project management office (PMO), and reporting all network device performance issues supporting over 200,000 employees. Increased annual, reoccurring revenue by $175,000 within the first 6 months, by implementing new processes and sole leading a road mapping transformation program, which secured continued growth and improved customer satisfaction by 32%. Grew and led the project management office to be more efficient by increasing project completion rate to 96% within the first year by integrating project support with the service desk and desktop support, which put more focus awareness on ongoing projects while increasing the success rate by 49%. Optimized the overall support processes by leading change within the first-year brining aging tickets within weeks compared to years and personally enforced accountability across ServiceNow which increased customer satisfaction by 61%.
July 2009
Blue Cross, Blue Shield
Information Systems Security Manager
Managing 20 analysts and access permissions for access to mainframes, servers, secure network paths, applications, and real time currency software. This involved two direct reports, training, and disciplinary actions.
February 2004
Customer Direct
Service Desk Manager
Responsible for Help desk tier 1, tier 1.5, tier 2, and the customer service teams which included connection issues, password resets, maintenance of user accounts, and other proprietary software packages. Working hands on as a manager, I was directly responsible for managing 63 to 75 employees, with four direct reports on a daily basis regarding support, training, disciplinary, and development. Supported end users for small to medium size companies running on Microsoft Windows XP and 2000, Microsoft Office 2003, Adobe Acrobat, MAC, Symantec Ghost, LaserJet printers, and MS Outlook.
October 2001
Microsoft
Program Manager
Managed the Xbox release for the Austin district, which included marketing, sales, support, training, positive image, and overall customer awareness. Ensured the project stayed on schedule and was completed on time. Created milestones and goal sets to make sure everyone was doing their job function properly. Oversaw the project to make sure the result was achieved, the resources used efficient, and all of the stakeholders and different interested were involved and satisfied.
January 1999
Hollywood Video
District Manager
Conducted store visits to ensure clean, bright, stores that trained and maintained a growing staff. Reviewed results of the store manager in regards of promotions, development and overall store progress along with providing career guidance for the managers. Maintained overall staffing for the district. Personally handled all first contact developmental issues, staffing problems, conflicts, and terminations. Monitored the budgets of each location, budgets, finances, and handled district and store promotions.
Education
Pickering High School
(1986-1991)
General Diploma
Extra classes in typing, computer science, and intoduction to business.
Northwestern State University
(1991-1995)
Business Administration
Focused on a concentration in Organizational Psychology and Development.
Managed Projects
Awards
Best customer friendly Service Desk
Bank of America
Teaching IT professionals how to show empathy, to be respectful, provide quick training, use names, and provide that white glove customer touch to support.
This involves roleplaying, training introducing themselves, closing calls, and provide a training moemnt to give their customers a boost in confidence with their support analyst.
Recommendations
Twyon White
A strong minded, decisive, hard nose leader. Always kept us on track and took a real investment in our future.
Eugene Yamamura
Antonio brings high energy and enthusiasm to any tasks he takes on. He is passionate about his IT work and results-oriented. Bottom line, Antonio gets the job done
Jedediah Moulton
Fun to work with - lively and energetic without losing site of the objective or the immediate goals. Always willing to help out, be it after hours, before or on the weekend. Dependable and hard working - leads by example and never asks his subordinates to do something he is not willing to do
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