SUMMARY

• Senior IT, Confidential, and Operations Executive that has served as CIO, VP IT, Director PMO, Sr PM, Sr. Developer, Sr. BA and Sr Systems Analyst in the Confidential, logistics, financial services, and construction industries.
• An educated, ambitious and detail - oriented leader offering 25+ years of domestic & international experience whose qualifications span C-Level IT Leadership, S/W Development & SDLC, Application Maintenance & Support, Product Planning and Roadmaps, Change Management, Configuration Management, BA, PM, Confidential, Networking, DR, Strategic & Capacity Planning, Security, Procurement, Budgets & P&L, Vendor Negotiations (MSA, SLA, 5-9's, SOW, etc), Start-Ups, D/W, pre- / post- sales support, and more.
• Experienced driving & working with cross-functional teams in multiple countries (150+ members).
• I am experienced engaging and addressing customers, stakeholders, board members, venture capitalists, company staff, company leadership, clergy, and government representatives.
• I have held many roles which have had a heavy Customer Service focus for internal and external customers.
• I have collaborated with functional area managers / end-users to develop and document detailed business requirements, SOP’s, and user guides.
• I have also created and driven App Integration plans that align with business needs and current infrastructure.
• I work with business teams, vendors, and Confidential development staff to create app specs, including UI’s, inputs, input validation rules, processing logic and outputs, and to define the Applications interface requirements with Legacy Information Systems. I have developed test scripts to thoroughly test applications and worked with to document / resolve issues as well as train them.
• I have also developed API’s or processes (ETL) to stage data from Confidential systems into BI tools such as Informatica, Power BI, Tableau, and COGNOS.
• I have also worked with NIST Controls, SOX Controls, CIS Controls, Vulnerability Teams, PVT’s, Project Management Teams, and PMO’s.

PROFESSIONAL EXPERIENCE

Confidential, Savannah, GA

System Patching Lead IT Security

Responsibilities:

• Primarily responsible for designing, developing, testing, and implementing system level patches for SOX, CIS, and ITIL upgrade compliance including client, server and middleware (including the DMZ) for the Confidential account (Department of Defense contractor). This includes designing and building algorithms and data structures and application performance monitoring and tuning.
• Principal Duties and Responsibilities include: Create complex patch plans at the component level based on the application architecture, existing infrastructure, and the detailed business requirements. Develop strategies for the monitoring, preventive maintenance and disaster recovery of complex applications. Serve as technical expert in one or more applications within a portfolio (as part of the team supported).
• Assure that solution designs meet requirements for scalability, performance and quality in accordance with negotiated service level agreements.
• Participate in the assessment and resolution of complex software defects. Assist project management with the development of work breakdown structures, project plans and skills required to develop and implement patching solutions and requirements across environments and applications.
• Participate in design reviews for implementation projects.
• Conduct technical evaluations of proposed patch plans / schedules / solutions. Lead the review, business case development and implementation of patching activities, processes, and standards.
• Understand IS Security measures and current standards, practices and technology.
• Tools used include Nessus Vulnerability reporting, Crystal, Remedy, COGNOS, MS Office, Lotus Notes, and more. Work with the UNIX/Linux and Wintel teams to prioritize and manage vulnerability patching, SOX, audit, compliance, and other activities.
• Role is highly Customer Service oriented serving internal and external customers. Activities include, but are not limited to:
• Vulnerability Tracking, Research and mitigation (via Nessus, Nexpose, InsightVM, Security Center, NIST Controls, SOX Controls, CIS Standards Monitoring and Controls, US-CERT, SANS, Windows Patches, Red Hat and Linux Consoles, and DOD reports. I am also a member of the Savannah chapter of Infragard.
• PVT Meeting attendance and governance providing guidance to patch coordinators across all Delivery Units.
• Malware detection and remediation (Sophos, Wireshark, Barracuda).
• Linux Kernel (ksh, shell scripts, vbscript, some python, some Perl).
• Exploit Mitigation (via info from Nessus, Nexpose, Infragard, NIST, and CVE’s).
• Also have familiarity with x86 and vulnerability research for applications, EOM’s and modern exploit mitigation techniques such as Data Execution Prevention, Address Space Layout Randomization).
• Leveraged API’s to Nessus Security Center (Perl Scripts) to pull data from Scans database for analysis and reporting (into SQL Server, MS Access, Excel, COGNOS, Power BI, and Tableau) to help drive patching activities and objectives.
• Organize and run the PVT Meetings for discussion, strategic direction, metrics, and mitigation of vulnerabilities and CIS Hardening
• Organize and drive the governance of Risk Assessments, ASPs, and application SOMs. This involves tracking compliance of required documentation, defining and documenting process flows (creating processes if they do not exist). Analyzing the NIST controls then relating them to current processes and controls. Leading the effort to identify gaps and then define / create policy to mitigate those gaps.
• Work with Archer as our system of record for audit governance, 3rd party governance, audit management, and more.
• Integrating all of the GAC entities into a holistic view of metrics and compliance for reporting of vulnerabilities and CIS hardening standards.
• Driving the governance of Exceptions and Variances for all of GAC to track expirations, renewals, and missing documentation from a compliance perspective.

Confidential, Nashville, TN

Service Delivery Manager

Responsibilities:

• Primarily responsible for providing leadership to the account operations team with a strong focus on driving Service Delivery excellence and continually improving customer satisfaction and account profitability for the Bridgestone Americas account.
• The Service Delivery Manager is responsible for the daily tactical management of the delivery of services in accordance with the account based Service Level Agreements and Contract. Essential duties include: Profit & Loss (P&L) management of account budget plans.
• Drive additional profitable growth within the account(s), In depth understanding of customer contract and effective management against contract and account plans. Understand customer business strategy and priorities and how they align with Confidential .
• Ensure Confidential services are aligned with customer, leveraging company resources to bring innovation supporting the customer's business and processes. HR Responsibilities including overall staffing, development,, performance management and resource utilization / backfill. Collaborate with the appropriate team members to exceed expectations in the following areas: account profitability, customer satisfaction / loyalty.
• Operational excellence/best practice deployment.
• Meet contractual commitments, SLA attainment, change management, Quality Assurance and objectives as defined by the Statement of Work.
• Promote and maintain environment conducive to high employee morale and productivity.
• Plan, direct and oversee the delivery of services in accordance with the terms of contract (SLA Management). Identify, implement and share best practices. Role is highly Customer Service oriented serving internal and external customers.
• Developed API’s to Remedy database for reporting on FCR, P1, P2, P3, P4 incidents, SLA’s, etc.

Confidential, Nashville, TN

Senior Manager, Consumer Billing Products

Responsibilities:

• Brought in as an executive-level manager.
• Responsibilities include: End-to-end direct to consumer billing technology products.
• This includes: bill to account, bill to credit card, etc.
• Integrate Confidential 's billing systems with the Point of Sale at various retail outlets; both domestically and internationally, including Asia and Europe.
• Integrate products across clients and Confidential, including account management, CRM and payment gateways.
• Lead a team of 35+ people leaders and technologists.
• Work with the project prioritization group, internal and external customers to understand current and future functional releases (both major project work and monthly maintenance releases) and coordinate the staffing and personnel management of the portfolio of corresponding software development projects.
• Coordinate extensively with other IT organizations (other product groups, software testing, infrastructure, database, DR, etc.) and user groups to ensure resource and schedule alignment with the various ongoing projects.
• Drive and appropriately prioritize client requirements.
• Develop, implement, and maintain software development productivity metrics and lead ongoing software development process improvement activities.
• Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, salary,, and disciplinary actions. Role is highly Customer Service oriented serving internal and external customers.
• Used .NET, Tibco, CRM, Visual Basic, SQL, Business Objects, D/W, ETL, DAX, STAR, Visio, MS Office Suite 2010, Windows, Confidential, SharePoint, UNIX, Linux, AIX, .NET, Tibco. Developed API’s into Insurance Billing Systems (.NET, Tibco) to exchange data between billing engine and DW, as well as Clarity. Worked on API into JIRA. Also worked with the teams to implement changes for PCI compliance by defining and executing systemic changes to encrypt data in transit and data at rest. Led the development teams for achieving SOX and PCI compliance for assigned product suite.

Confidential, Savannah, GA

Manager Financial Systems & Business Intelligence

Responsibilities:

• Brought in as an executive-level manager.
• I worked with BI teams by creating ETL in to and from financial systems, data warehousing, and financial institutions, Confidential databases, etc.
• Provide support for financial systems and reporting Data Warehouses.
• Participate and provide support during internal and external audits. Developed and maintained KPI’s that were reviewed weekly with the Finance team.
• Responsible for managing general accounting, AP, AR, and GL transactions.
• Manage transaction services teams in Woodcliff Lake, NJ, Savannah, GA, and El Salvador.
• Act as liaison between the teams, IT, and senior management. Prepare key customer account analyses.
• Ensure documentation of policies and procedures; update instructional documents as needed. Continuously monitor controls and recommend improvements and/or changes.
• Use my extensive IT background to help drive the automation / simplification of processes and integration of existing systems / applications.
• Reported directly to Confidential Controller and CFO. Managed a staff of 15+ in the US and El Salvador. Worked with the BI team in the US to build complex COGNOS-based reports and Excel templates for financial analysis, budgeting, etc.
• Worked to streamline and/or automate processes using COGNOS, Excel, MS Access apps. Created complex MS Access apps to perform audits and provide operational reports.
• Used Visual Basic, SQL, D/W, COGNOS, ETL, EDI, CODA Financials, JDE, Great Plains, Visio, MS Office Suite, Windows, Confidential, CRM (SAGA), SharePoint. Role is highly Customer Service oriented serving internal and external customers.
• Developed API’s into JDE, Hyperion and CODA using ODBC,VB.Net, MS Access and Excel for financial reporting, forecasts, sales, budgets, and more.

Confidential, Savannah, GA

Director

Responsibilities:

• Brought in as executive-level manager to create and direct the company’s Product Management Office.
• Managed integration of existing home-grown software packages into Great Plains, POS, Real Estate and Construction. Also, responsible for managing the S/W development, support, and helpdesk for the company’s applications through out-sourced vendors. Served as CIO. Defined IT strategy, governance, direction, budgets, and full P&L.
• Managed staff of six employees including Program Mangers, Project Managers, Business Analysts, and clerical personnel.
• Also responsible for vendor selection, contracts, MSA, SLA, SOW, 5-9's, S/W development, deployment, support, D/R, Active Directory, D/W, and support of acquired solutions for Time and Attendance, Scheduling, Workforce Management, Real Estate, Construction, Payroll, Store-level Task Management, Customer Incident Tracking, Company Intranet, and Internet.
• Company has 1,800+ staff with 600+ stores in 9 states. Used Visual Basic, SQL, D/W, SOX, COGNOS, ETL, EDI, CODA Financials, JDE, Great Plains, Visio, MS Office Suite, Visual Basic, Windows, Confidential, CRM (Kronos, Accruent) SharePoint, E-Commerce (Loan App).
• Vendor negotiations / relationships with Confidential, Confidential, Confidential, Lenovo, Brother and more.
• Drove vendor provided teams for UNIX/Linux and Wintel support to manage OS Systems, rollouts, patching, SOX, audit, compliance activities and more. Role is highly Customer Service oriented serving internal and external customers.
• Work closely with the UNIX/Linux and Wintel teams to manage patching of servers, PCI, SOX, audit, compliance activities. Developed API’s (VB.NET) into loan software for forecasts, financial reporting, budgets, etc.

Confidential

Sr. Developer

Responsibilities:

• Responsible for analyzing and resolving billing-related software issues using data modeling, business analysis and mapping, data and process auditing, and application development / support techniques.
• Re-engineered the CCH taxation module to simplify deployment, support, and enhancement while reducing company risk and liability.
• Created interfaces to allow clients to manage / override their own deployed data rather than relying on off-shore resources to manage table updates.
• Responsible for mentoring junior-level developers in system functionalities and application support / maintenance.
• Managed and prioritized work for off-shore software development staff (India).
• Used Visual Basic, SQL, D/W, ETL, COGNOS, SOX, EDI, Visio, MS Office Suite, Windows, UNIX, Linux, AIX, COBOL, C, JAVA, Shell Scripting, CRM (Applix, SAP), SharePoint, E-Commerce (EBP&P), UNIX, Linux, AIX. Developed API (C) into CCH Taxation COTS package to integrate tax calculations into the billing engine.

Confidential

Sr. Business Consultant / Manager and Sr. Business Analyst

Responsibilities:

• Served as a PM / BA during the creation of a complex content management system for Cox Communications to facilitate customer service and improve the customer service experience. Attended / facilitated JAD, requirements gathering, Use Case, design, walk-through, project guidance, process improvement, and other technical sessions. Created and managed Use Cases, Traceability Matrices, SRS, Flows, and other project artifacts.
• Led collaborations with cross-functional teams to identify enterprise requirements for toolsets.
• Used Visual Basic, SQL, D/W, ETL, EDI, Visio, MS Office Suite, Visual Basic, Windows, UNIX, Linux, AIX, Confidential, CRM (SAP), SharePoint, E-Commerce (iNav COX ).
• Role is highly Customer Service oriented serving internal and external customers.
• Developed API’s into CSR Navigation tools, Remedy, and Order Status systems to streamline the customer service experience and reduce call resolution metrics.

Confidential, Sandy Springs, GA.

Sr. Manager, Information Systems and Technology

Responsibilities:

• Managed a team of 150+ staff in a 24 / 7 / 365; 5-9's environment composed of resources in the US, Canada, India, Pakistan, and Bangladesh) that included Sr Managers, Team Leads, DBA's, S/W Dev, App Maintenance & Support, and PM personnel.
• The team was responsible for the management of a complex wireless billing application for a T1 carrier comprised of Billing, Rating, Provisioning, Mediation, Taxation, Toll, Bill Presentment, BI, Reporting, Settlement, and more. Also responsible for managing client relationships and expectations as well as the resolution of day-to-day issues, bug fixes, S/W installs, and enhancements.
• Also responsible for the HA/DR solution, BI, audits, and Change Management systems.
• Used Visual Basic, SQL, D/W, ETL, EDI, Visio, MS Office Suite, Visual Basic, Windows, UNIX, Linux, AIX, COBOL, SOX, C, JAVA, Shell Scripting, Confidential, CRM (SAP, TFS), SharePoint, E-Commerce (EBP&P). Vendor negotiations / relationships with Confidential, Confidential, Confidential, Lenovo, Brother and more.
• Role is highly Customer Service oriented serving internal and external customers.
• Drove vendor provided teams for UNIX/Linux/AIX and Wintel support to manage OS Systems, rollouts, patching, PCI, SOX, audit, compliance activities and more. Developed API’s into switch systems to extract and process raw call data (CDR’s).

Confidential, Savannah, GA

Sr. Manager, S/W Development and Support, Roaming, and Special Projects

Responsibilities:

• Start-up Experience as the company’s co-founder and its first hire.
• Company was sold to Confidential in 2002.
• Developed over 80% of the company's core application including the billing engine, rating, taxation, switch provisioning, POS, inventory, IVR, reporting, credit checks, net financial settlement, and D/W modules capable of driving multi-million record databases.
• The system handled billing for cell phones, pagers, landlines, cable, and internet carriers using CDMA, TDMA, GSM, GPRS, CIBER, TAP, and ISP compliant protocols. Sr PM for development and conversions to and from the system by mapping / analyzing client's current data and process flows and that of their new system. Responsible for a development / support team of 15 individuals including coders, app support, configuration management,, QA, and technical writers based both in the US and India. This team had a $2 Billion annual liability.
• Project Manager for projects from 5 to 50+ cross-functional team members.
• Also responsible for the HA/DR solution, BI, audits, Change Management, and N/W admin. Used Visual Basic, SQL, D/W, ETL, EDI, Visio, COGNOS, SOX, MS Office Suite, Windows, UNIX, Linux, AIX, COBOL, C, JAVA, Shell Scripting, Confidential, CRM (Applix, StarTeam), SharePoint, E-Commerce (EBP&P).
• Vendor negotiations / relationships with Confidential, Confidential, Confidential, Lenovo, Brother and more.
• Drove vendor provided teams for UNIX/Linux and Wintel support to manage OS Systems, rollouts, patching, SOX, audit, compliance activities and more. Role is highly Customer Service oriented serving internal and external customers.
• Developed API’s into switch systems to extract and process raw call data (CDR’s), transfer files between clearinghouses, prepare net financial settlements between carriers, and feed our DW and GL (COBOL, shell scripts, C).

Confidential, North Miami Beach, FL

Sr. Project Lead

Responsibilities:

• Responsible for bringing new clients on to and off our software by mapping and analyzing the client’s current data elements, data flows, business practices, work flows. Managed staff of 10. Led the team used to train new hires in FoxPro, DOS, and UNIX.
• Responsible for custom programming in FoxPro, DOS, UNIX, and Shell Scripting.
• Handled customer questions about the product and requests for new software features, Used FoxPro, Visual Basic, SQL, D/W, ETL, EDI, Visio, MS Office Suite, Visual Basic, Windows, UNIX, Linux, AIX, DOS, Shell Scripting, Confidential .

Confidential, West Palm Beach, FL.

Sr. Programmer

Responsibilities:

• Responsible for the system to load railcars at the company’s eight plants.
• Responsible for developers, new hires, and end-users in both DOS and Dbase applications.
• Also managed software upgrades and new releases for the plants.
• Also performed custom programming in Dbase, Clipper, DOS, Windows, and shell scripts.
• Managed staff of 5. Also, designed, coded, implemented, and documented an internal Inventory tracking system for loading and dispatch of trucks and railcars.
• This application was later integrated into Control Agg. Used PASCAL, Visual Basic, SQL, D/W, ETL, EDI, Visio, MS Office Suite, Windows, UNIX, Linux, AIX, DOS, Shell Scripting, Control Agg.

Confidential, Miami, FL

Data Processing Manager

Responsibilities:

• Led the data entry team responsible for payroll, order entry, and accounts payable,
• Responsible for software installations and upgrades for the company's desktops and servers.
• Managed staff of 3. Also performed custom programming in Dbase and DOS, Lotus 1-2-3 macro-driven spreadsheets.
• Used MS Office Suite, Windows, Dbase, Clipper, DOS, Shell Scripting, Lotus 1-2-3, Allways.

Confidential, Miami, FL.

Sr. Manager / Store Manager

Responsibilities:

• Managed the entire store, its operations, supplies, and orders. Managed a staff of 70+.
• Responsible for full store operations, inventory, and P&L.