1. Moritz Pila – Page 1
Moritz Pila
8 1 3 - 3 9 1 - 6 3 7 5
Mpila001@gmx.com
4 3 0 8 S o u t h p a r k D r i v e , T a m p a F L 3 3 6 2 4
Information Technology Services Professional
Profile
An ITIL Certified professional with extensive experience identifying, planning, delivering and
supporting IT services in a regional and global business environment. A proven leader with global
management skills and full business and financial accountability. Knowledgeable on key business
enabling technologies such as Windows environments, Voice over Internet Protocol (VoIP), Service
Desk, Cisco Networking and Computer Associates (CA) solutions.
Key Strengths
Business
Skills:
ITIL Certified
Outstanding
Leadership
On-going
Management of
Large Enterprise
Environments
Extensive Budget
Management Experience
Goal & Project Oriented
Highly Technical yet
Business Driven
Global Travel Experience
Able to Adapt to New
Processes and
Environments
Great Understanding of
How to Use
Technology to Solve
Business Needs
Technology
Knowledge:
Computer
Associates (CA)
Service Desk
AT&T
Cisco
Technologies
Linksys Technologies
Microsoft Windows
Environments
Global IT Support
Experience
IBM Technologies
Programming
Experience
All MS Office
Applications
VPN, VoIP,
Networking, Help Desk
Experience
Sykes Enterprises Director, Global IT, May 2004 to Present
Sykes is a Fortune 500 company and I am the Director of their Service Desk Center responsible for
providing high availability to IT for over 40,000 users globally. This role requires design,
implementation and daily operations of the global and corporate help desk. A key leader within the
Information Technology department, I am engaged in many aspects of planning, design and
technology evaluation for future initiatives to meet business needs and to drive operational savings.
Highlights:
 Engaged a cross-functional team to build, review and possibly select a SaaS ITSM ticketing
system for the global company.
 Integrated global support organizations from two acquisitions into existing and standardized
processes and support systems.
 Created metric tracking process for CA Service Desk Manager within tight timelines to measure
center productivity and agent rankings all within a nominal budget.
 Implemented Information Technology Information Library (ITIL) standards for Service Desk
saving over $90,000 annually.
 Merged Network Operations Center (NOC) and Helpdesk functions into the Service Desk in
seven months, five months ahead of schedule.

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 Directed the transition of the Level 1 support functions to the Manila Operations outsource
saving over $150,000 annually.
 Designed, architected, implemented and migrated all global regions onto CA Service Desk
Manager with consistent ITIL processes saving over $100,000 annually.
AT&T Senior Manager, May 1999 to September 2003
As a Transiition Support Director for AT&T Managed Network Services, I carried global operational
support responsibility for AT&T’s Virtual Private Network (VPN) and Frame Relay offerings.
This was a new offering and I managed all coordination and on-going management of operation.
Highlights:
 Reviewed all aspects of global VPN environment (ATVS VPN Release 3, VPN Private) to identify any
customer reporting gaps.
 Upon determining there were Operations Verification and Operational/Customer reporting gaps,
I led cross organizational team to correct these gaps allowing AT&T to go to User Acceptance
test with a complete end to end test system.
 Project was completed two months ahead of schedule.
IBM Global Services Senior Manager, December 1983 to May 1999
As Senior Manager/Director, I was responsible for the management of teams that perform Business
Continuity planning and execution for a 300+ employee Global Technical Support Center
(GTSC). I managed all the call routing for entire global toll-free trunks in and out of the GTSC. I
also managed the development of IBM’s Portal web site and maintenance of server farm including
disaster recovery and backup. Managed using Quality Call Monitoring of Technical Support Agents,
Command Center for management of customer call flows and created GTSC performance
measurement metrics. Defined action plans and management of Critical Customer Situations via a
Customer Advocate program.
Highlights:
 Defined quality metrics to improve customer service for a new service to the GTSC that included
customer visibility via an IBM web based application.
 These metrics were provided to the Senior Vice President in charge of Managed Network
Services and are used now to measure the health of the service.
 Metrics saved IBM over $75,000 compared to a third party solution.
Manager, Remote Access Services
Responsibilities included interfacing with Product Management and Network Development to ensure
that Remote Access Services were providing expected levels of satisfaction to customers. Managed
a staff of 28 Technical agents skilled in support of customer’s remote access usage. Worked to
develop training and on the job career development for the Technical agents. Promoted to Senior
Manager/Director of Global Technical Support Center (GTSC).
Highlights:
 Exhibited hiring skills by hiring, managing and developing 32 technical agents, of which 30 are
still with IBM and in higher positions of leadership.
 Managed the creation, announcement and roll out of the Advantis Passport for Windows Remote
Access product.
 Exhibited cross-functional leadership skills by interfacing with Software Process Management,
application development, legal, marketing, business communications and a third party
contracting firm deploying Advantis from concept to customer deliverable in 9 months - six
months ahead of schedule.

3. Moritz Pila – Page 3
Marketing Technical Support Rep
Responsible for technical support to a 450 person marketing team for Remote Access Services,
email, Exchange and IBM Information Exchange products. Promoted to Manager of Remotes Access
Services.
Highlights:
 Created a process that allowed for an average respond cycle of 90 minutes per inquiry with a
92% “one time answer” rate improving customer satisfaction.
 Both of these metrics were well above the stated objectives of 6 hour respond cycle and 65%
“one time answer” rate.
 Set record amount of inquiries (3744) using my developed processes that stood for three years.
Technical Support Center Agent
Inbound customer relations and interface for all products and services offered by the IBM
Information Network for a customer base of over 250,000 users.
Highlights:
 Created training manual and support tools that remote access agents used to increase productivity
and improve IBM customer satisfaction.
Education & Certifications
Georgia Institute of Technology
Master of Science in Information Technology and Computer Science
University of Florida
Bachelor of Arts in Statistics
ITIL Certified (Information Technology Information Library)
IT service management methodology that focuses on aligning IT services with the needs of business