CANDIDATE REVIEW

• Experience in project management, leading teams to the success of the customers' projects and assignments.
• Strong vendor interface in coordinating projects, i.e., Johnson Controls, EDS, SBC, AT T, HP, Compaq, IBM and DELL .
• Participated in the implementation of Service Now supporting the DELL/AHA account.
• Responsible for setup and facilitated meetings gathering customer GM requirements and facilitating / interfacing with vendors on their role and responsibilities.
• Supported HP and DELL account in Asset Management.
• Experience encompasses definition of requirements through the delivery of a working site.
• Responsible to ensure all team members are maintaining all customer databases work with customers to ensure all processes and procedures are documented.
• Ensure all security procedures are followed according to ISS standards.

EXPERIENCE

Confidential

Governance Lead

• Accountable for facilitating the relationship between the IOS Tower Leads, Regional IOS and IBM to improve service delivery.
• Act as an escalation point for the towers and regions for relationship issues
• Act as an escalation point Whirlpool/IBM service process related questions and issues
• Manage, track and drive to resolution outstanding relationship issues between Whirlpool and IBM.
• Report on all open GAPs between IBM, AT T to Whirlpool.
• Weekly reporting on Transition progress to team Tower Leads.
• Update record keeping and maintain Global Shaprpoint sites.
• Coordinate reporting on various metrics topics SLA's,KPI's and SEV1 emergencies.
• Facilitate communications to keep everyone aligned and informed regionally and globally.
• Accountable to insure the development, documentation, maintenance and review of Regional, Tower and Cross functional processes impacting the Whirlpool/IBM services.
• Manage the process documentation and identify gaps and areas for improvements
• In support of the towers and regions, assist with socializing processes to ensure common understanding and consistent process execution regionally and globally.
• Provide thought leadership to reduce issues, provide quicker resolution to issues and identify areas of relationship improvement
• Use previous knowledge and expertise to help identify solutions to relationship issues
• Provide input into process improvements
• Provide insight and options for relationship and process problem resolutions

Confidential

Project Manager/Sr. Business Analyst

• Supported Blue Cross Blue Shield of MI Windows 7 migration upgrade.
• Participated and completed recommended training and compliance courses.
• Participated in creating WIN7 migration schedule.
• Validated user deployment schedule and requirements.
• Updated HP Asset Manager records with any and all users' changes in hardware and software.
• Sent weekly email communications to all users following BCBSM four week schedule planning process.
• Updated Asset Manager Database when changes occurred in the upgrade WIN 7 Project.
• Interfaced with BCBSM business unit coordinators on all schedule changes, push-backs, additions and deletions.
• Participated in all team meetings and project planning meetings.
• Interfaced with the HP Help for next day support, after day before application push of WIN7.

IT Lead Asset Manager Lead contract

• TRAM Project-ITSM service request management.
• Database tracking asset manager and monitoring customer's assets, including hardware, data and software packages.

Confidential

Command Center Senior Analyst and Project Management

• Consultant to the transition team Account Startup AHA.
• Ensured all technicians were trained in the Service Now problem tracking ticket database.
• Ensured all Service Now Request tickets were assigned to the correct ministries, technical support groups and met customer SLAs.
• Oversaw the Workflow communicated to all levels of DELL management, any issues from customers.
• Implemented problem solving solutions to meet the clients' request.
• Interacted with Ascension Health teams to review all Service Now Records to make sure they were closed in a timely manner according to SOW, weekly.
• Experience with Service Now Database Reports .
• Managed data storage area containing all transition documentations.
• Validated the statement of work SOW to ensure all DELL team members were compliant with ITSM tools.
• Reviewed all Service Now Requests via Service Catalog records.
• Managed all workflow management team members ensuring all asset management process are in-line with Service Now.
• Took the responsibility of reviewing all incident and request tickets submitted by the customer's-end users.

Confidential

Service Delivery Manager

• As a Delivery Service Lead for DELL, interfaced the Program Management Office.
• Ensured all processes and procedures were being followed to support the SOW.
• Provided a status on all current projects. Planning, resources, target date for deployment, cost and completion.
• Provided overview of new projects not yet approved. Objectives, risk, issues, requirements and in some cases, a Draft Project Plan.
• Reviewed end of the month billing to the customer for approval.
• Oversaw all Ford IT moves: laptop, desktop and UNIX computers.
• Validated user acceptance, i.e., licensing agreements.
• Validated all users' mainframe applications were functioning and accessible.
• Provided technical support for WIN7 upgrade.
• Managed all IMAC's installs, moves, additions and changes in SharePoint database.
• Managed deployment scheduling via SharePoint.
• Reconciled all monthly expenses with Ford Motor customers.
• Maintained and updated all process materials.
• Directly managed all employees onsite or remote , resolving all conflicts that arose.
• Reviewed day of deployments scheduled with team leads.
• Resolved all expedited requests and customers concerns tracked all outstanding back issues and provided feedback.
• Ensured all tracking databases were updated daily SharePoint .
• Ensured all technicians' training was compliant to Ford Motor Company policies.
• Tracked employees' Paid Time Off in SharePoint.
• Used standard on-boarding and off-boarding process for all technicians SharePoint .
• Implemented Remedy as a Problem Solving Solution Ticket System.

Confidential

Project Manager

• Rolled out the 2006 XP reload project at Ford Credit Service Centers.
• Desktop personal computers and server upgrade were reloaded with the latest operating system and software.
• Personal computer desktops were installed with the Win XP Global Client 4.3 operating system. After the completion of this project, the Service Centers had a common standard global client platform. Total of 6,000 desktops updated.
• Server upgrade was installed with the XP Global Client 4.3 server operating system. After the completion of this project, the Service Centers had a common standard global client platform. Total of 420 server farms updated.
• Ensured all data storage areas were linked and backed up nightly and stored offsite.
• Provided updates to data retention process.
• Participated in all weekly change control meetings.
• Implemented all approved changes.

Confidential

Senior Project Coordinator

• Completed inventory of all assets within Cingular network infrastructure.
• Responsible for coordinating all field technicians to Cingular locations in the southern states.
• Responsible for daily status reports, daily tracking of completed cell sites, problem resolution and coordinating daily move / add changes with Cingular market managers.

Confidential

Project and Development Service/Project Manager

• Oversaw the execution of all office moves.
• Validated all IT requirements.
• Facilitated weekly meetings to bring together various suppliers EDS, SBC, GM IS S, Palmer Moving Co. representatives for assessing the technical requirements for each move.
• Responsible for ensuring the customers voice/data IT complied with General Motors' standard templates.
• Responsible for the management of multiple and diverse project simultaneously.
• Interfaced with multiple levels of the General Motors management team.

Confidential

Staff Analyst

• Supported GM Southeast Michigan relocation team.
• Reviewed global infrastructure project requirements.

Confidential

Global Enterprise Deployment Senior Business Analyst, Project Manager

• Responsible for relocation of client's desktops PCs, EWS UNIX, printers and mainframe, all equipment standalone or LAN base .
• Responsible for all data transfers.

GM Worldwide Consolidation Senior Business Analyst Project Manager

• Supported GM IS S organization space consolidation project.
• Responsible for infrastructure and project management that encompassed voice, ISDN, data and desktop video conferencing hookup from the closets to the desktop.
• Supervised the technical support group that performed uninstall and re-install of all equipment.
• Managed all network data transfers and coordinated all data backups.

Consolidation Optimization Relocation Enterprise GM Funded Project

• Successfully completed the relocation of desktops for the GM Power Train customer. Total of 1100 PCs and 600 EWS UNIX within a three month timeframe.
• Supervised the technical support group that performed de-install and re-install of all equipment.
• Managed all network data transfers and coordinated all data backups.

Brewery Park Executive Support Advanced Business Analyst

• Responsible for the acquisition and implementation of voice and data communication lines to support the GM network at Brewery Park and Sheffield.
• Gathered requirements for the Infrastructure of cube/office areas, web-lab, C4 and development and training room.

C4 Technology/SYM-ISNS Advanced Business Analyst

• Responsible for site management and facility administration for GM/EDS.
• Coordinated moves and relocation of employees.
• Involved interfacing with GM, contractors, building owners and EDS internal support groups.
• Successfully coordinated the telephone and VME switch upgrade to support an additional 500 seats at the Sheffield location and developed a voice/data disaster recovery plan at Sheffield.

Special Projects Manager-Flint Buick Administration Building

• Consolidated office space for GM and planned for build-out of first floor at Buick Administration.
• Interfaced with UAW personnel to coordinate work of both union and non-union contractors.
• Field Service Division/Technical Support-Supervisor
• Responsible for assisting the Customer Service Center in solving mainframe application problems and selling services to other groups.
• Increased customer base from 3000 to 7000 in less than one year.
• Coordinated the relocations, installation and removal of voice and data communications lines for GM/EDS.
• Supervisor of a team of 29 for the Customer Assistance Center CAC . CAC supported UG and mainframe applications.
• Successfully passed GM audit on customer inventory control.

Facility Administration Support-Supervisor - Manager

• Responsible for space management and support of 3500 customers in multi-story buildings.
• New construction build-out involving carpenters, electricians, telephone installers and submission of estimates/proposals.
• Coordinated the installation and maintenance of computer-raised floor and cable video network.
• Hired security personnel and supervised the installation of building a security access system.
• Managed EDS/GM fleet vehicles over 100 vehicles and pep cars .
• Adhered to GM Fleet Vehicle Policy and successfully passed GM vehicle audit.

Facilities Supervisor, Manager

• Responsible for the planning, organizing and controlling of the Facilities Department.
• Organized meetings with building owners, vendors and department representatives.
• Oversaw the Facilities Department in 18 buildings and successfully supervised day and afternoon shifts.
• Organized safety reviews with each employee.
• Adhered to company safety policies.