Information Technology Services Leader

Information Technology Service Executive with proven experience bringing IT service organizations to the next level. Extensive experience in implementing and maintaining ITIL best practices in Fortune 100 Companies and managing production-oriented teams in fast-paced technology environments. Strategic, innovative thinker with the ability to apply technology and best practices: increasing profits, lower costs, and providing quality service. Practiced in all areas of the ITIL lifecycle, strengths focus on Service Operations and Continual Service Improvement. Proven success across multiple industry verticals Healthcare, Finance, Insurance, Retail, and Manufacturing creating matrix/tower support model environments, with clear expectations and results. Technical leader focused on providing the business a partner and not just a cost center.

PROFESSIONAL HIGHLIGHTS

Information Technology Management

• Experience line manager/director for infrastructure, service delivery and application support team and divisions over 150 FTE including direct and non direct employees.
• Proven success implementing IT Operation best practice standards across the organization and creating, and improving multiple Service Desks and production support processes.
• Extensive background in managing a matrix/tower IT support environment.
• Experience managing remote organizations both on shore, near shore and off shore.
• Strong Project and Program Management skill set with experience running multi-million dollar initiatives under budget and under time.
• Excellent budgetary skills managing yearly operational expense run rates, capital, forecasting, and resource expenditure. Hands on experience managing multi-million dollar operational and capital budgets.
• Experience partnering with C-class executives always approaching IT as both a business partner and asset for company growth.
• Practiced and certified ITIL professional v2, v3 with experience implementing and improving IT service delivery through the full ITIL life cycle.
• Expert in ITIL Service Level Management and Operations experience
• Expert in strategic ROI finances specific to running a large enterprise IT organization.

Technology

• Extensive experience in managing service support and projects within all infrastructure technology: High Availability, virtualization, mainframe, mass storage solutions, Disaster and Back up Recovery, Database management, Networking and software distribution.
• Strong understanding and experience managing application development utilizing both SDLC and QA best practices within test automation and tracking.
• Former Certified technical architect and competent systems engineer possessing experience with various networking, messaging, and distributed server environments both UNIX and Windows.
• Extensive understanding of both Service Now and BMC Remedy ITSM tool sets.

PROFESSIONAL EXPERIENCE

Confidential

Interim Director of Production Support Consultant

• Acting interim Director and line manager for ITSM, User Security team, Tier 1 Application and Desktop Support. Total FTE 50
• Currently assessing Service Operations maturity for the Fresenius IT organization overall
• Developing a process improvement Road Map utilizing ITIL Continual Service Improvement
• Developing initial Service Level Management practices for the IT organization and Service Catalogs.
• Leading the effort for a complete Service Desk assessment and creating a specific Road Map to improve a failing service model.

Confidential

Senior Director IT Service Delivery

• Executive sponsor for Business Process improvement of Information Technology Services
• Executive Lead managing operational cost reductions within the IT Services organization. Fiscal year savings 7 million dollars and counting.
• Facilitated the HHC Information Technology re-organization and consolidation into a services based support model.
• Developed, maintained and supported a fully functional Configuration Management process and CMDB Configuration Management Data Base within BMC Remedy
• Service Request Management
• Asset Management
• Access Management
• Knowledge Management
• Problem Management
• Change Management
• Incident Management
• Established ITS operational functionality and accountability for the following ITIL processes within the HHC System, leveraging the BMC Remedy tool:
• Executive sponsor and leader for BMC upgrade to 8.1x
• Lead the launch of BMC Remedy 7.6x within the Hartford HealthCare organization training all of ITS in its uses 350 FTE additionally have trained over 1000 users in the use of Service Request Management.
• Raised overall identified ITSM/ITIL maturity from a 1 to a 3 across the full lifecycle. Scale 1 ad hoc to 5 optimized
• Installed, supported, maintained and provided metric reporting for and from BMC Remedy as defined by BMC and ITIL best practices.
• Put standards, expectations and customer satisfaction targets at the Service Desk level, all to help improve service to our user base. Service Desk continues to outperform industry standards. Service Desk provides 24/7 support for 19k employees including provider/clinician support. Average monthly call volume in 15k calls per month and 8k incidents, and 3k Service Requests logged.
• Senior Director with line management responsibilities for the Service Desk, Field Services Desktop Support , IT Service Management ITSM , Access Management, Project Management Office PMO and Hospital call Operator departments. 120 FTE
• Established Tier I, II, III support models both in terms of operations and project fulfillment.

Confidential

North East Manager of IT Operations

• Manage support for North East CT and MA IT operations.
• Implemented ITIL Incident Management process companywide replacing an already existing ticket system and process with BMC Service Desk Express.
• Implemented ITIL Change Management process company wide, replacing an already existing manual process.
• Manage a team 4 FTE that supports 94 retail stores utilizing thin client technology, VPN and remote WAN.
• Implemented an IT inventory control process.

Confidential Director of IT Successfully managed a consulting team of 10 direct hires and 15 consultants providing services in ITIL and QA Test automation. Successfully lead an application team 3 FTE that supplied support for HP Quality Center current usage was over 6000 users. By using ITIL methodology was able to maintain existing staff for support without any increase to FTE as usage increased 100 over a one year period. Implemented and designed the HTSC Enterprise Automation Service Catalog. The Catalog provides Service Level Agreements support components, and description of services. Coordinated and managed multiple test automation tool upgrades. These upgrades included multiple client releases, Oracle upgrades and a major Citrix implementation. Total project hours were approximately 8,000. Consistently managed the team within budget 1.2 million dollars a year and maintained very high customer satisfaction targets.

Confidential

Global Service Delivery Manager

• Implemented problem, incident and change management processes and ITIL best practices globally. USA, Europe and Asia
• Craeyed a Follow the Sun service desk providing IT support services 24/7/365 USA, Europe and Asia globally.
• Negotiated a global wide remote access service contract saving the business over 92k dollars a year.
• Negotiated a global wide anti-virus contract, saving the business over 180k dollars over a 2 year term.
• Negotiated an AS/400, SAP outsourced agreement with Service Levels, saving the company 2.4 million dollars over three years.
• Directly managed a 16.2 million dollar a year department budget that delivered all data center support and included all Level 1 to Level 3 support. Direct reports include line management service delivery team and operations support staff. Total staff was 30 FTE.

Confidential

Delivery Project Executive

• Lead a Strategic Outsourcing program for a midsize contract with a large insurance company. The total contract revenue value was 70 million over 4 years.
• Program objectives required management of an annual expense budget of 10 million and capital budget of 7 million.
• Responsibilities required the oversight of project and line managers that actively managed over 14 short-term projects. Project ranged 6 to 12 months, and totaled 17,000 labor hours.
• Lead a team of 4 Service Delivery Managers who in turned managed a steady state staff of 30 FTEs.
• Through cost avoidance and ROI, reduced steady state operating costs of 7.4 million dollars over 3 years.

Service Delivery Manager

• Ensured the customer received optimal support through quality assurance, through the development of ITIL procedures and best practice i.e. Change, Incident and Problem management and met all Service Level Agreements SLAs .
• Lead all aspects of infrastructure support. Technical areas included SAN, UNIX AIX , LINUX, Mainframe, AS/400 and Wintel.
• Service Delivery Manager for the strategic outsourcing support of a large publishing firm. Indirect reports number in the 80's. Direct reports numbered 7 Architects, 26 3rd tier support members, 8 operators. The current budget was approximately 25 million dollars a year.
• Lead all aspects, including the reporting of Disaster Recovery, Change Management, Problem Management, and System Availability.

Confidential

Technical Consultant/ Project Lead

• Designed and Implemented networks for corporate clients. Utilized the corporations' existing hardware and software to its fullest capabilities for optimum network performance as well as, integrating new hardware and/or software to further enhance the existing network.
• Maintained and established WIN/WIN relationships with all customers. Offering proactive solutions through speed, thoroughness and precision always kept customer wants and needs in the forefront.

Confidential

• Provide third level support in a full NT server environment that included: NT 3.51, NT 4.0, Windows for Workgroups, and Windows 95, as client OS's
• Team leader in Y2K preparation site upgrade and rollout.