SUMMARY:

• Experienced career technology professional - proactive accountable & effective leadership highly certified advisory consultant for large enterprise it operations management best practices collaborative & consistent performance-based outcomes management style for enterprise technology
• Recognized Industry Expert in Enterprise IT Operations Management IT Service Management IT Service Delivery New IT Service Design
• Enterprise Solutions Architecture Strategic Road-mapping IT Strategy, Planning, & Execution IT Transformation Initiatives Metrics & Reporting Organizational Change Management IT Governance, Risk, & Compliance “Lights-On Environment” IT Management Enterprise ITSM Tooling
• Process Engineering, Architecture, and Role-mapping ITIL-ITSM Cross-Process Interactions Program & Projects Management Issue Resolution
• Quality & Performance Outcomes Improvement Hands-on Effective IT Leadership Business Relationship Management Domain Engagement
• Top-producing IT Transformation Change Agent with 2+ decades of success leading IT initiatives and steering businesses to the next level. Stellar record of improving IT operational outcomes, reducing administrative costs, and enhancing IT service delivery value.
• Translate vision into actionable plans and structure, strengthen, and streamline operations to increase profitability and performance. Serve as Lean expert and trusted advisor and partner to stakeholders and executive teams.
• Generated millions of dollars in savings by leveraging expertise in aligning operations and customer-consumer service delivery and managing the critical enablers of business success through ITIL, LEAN, EVM, and other methodologies.
• Enterprise Technology Strategy
• Enterprise IT Strategy & Development
• Efficient Technology Implementation
• IT Policies, Processes & Procedures
• Integrated, Secure, Reliable Systems
• Aligning Technology to Business Goals
• Enterprise IT Initiative Implementations
• IT Organizational Change Management
• Enterprise Leadership
• Driving Operational Excellence
• New IT Service Design & Deployment
• Enterprise Solutions Architect
• Providing Direction, Vision & Oversight
• Hands-On Resource Management
• Strong Collaboration with Top Executives
• Foster an Inclusive Work-Place Culture
• Core Executive Traits
• Strong Commitment to Customer Service
• Maximize ROI While Reducing Costs
• Drive Enterprise Shared Service Solutions
• Leverage Cross-Functional Teams Performance-based Management Style
• Reward Innovation and Efficiency

PROFESSIONAL EXPERIENCE:

Confidential

SR. PRACTICE LEAD EXECUTIVE & PRINCIPLE CONSULTANT

Responsibilities:

• As a senior level Enterprise IT Operations Consultant and industry SME advisor have worked on multiple consulting projects engagements performing a wide variety of advanced level project role functions across the spectrum of enterprise IT for a number of clients including AJ Gallagher, TechnoLava, United Health, PwC, Datalink, and Merrill-Lynch.
• Primary project focus areas include enterprise ITSM, ITIL process lifecycle, ITSM tooling solution implementations, current state assessments, operational readiness, cross-process interactions, process baselining, performance assessments, net-new IT service design, strengthening current state IT GRC protocols, standards, and controls.
• Other projects involved the design, development, definition, and implementation of an accurate Incident scheme based upon the operational environment and drafting a communications plan to match. Assisted in the design, development, and stand up of an Enterprise Service Management Office (ESMO), integration of IT Availability Management with Service Level Management, Service Delivery, and Business Relationship Management for a customer-focused and more accurate method of creating Service Level Agreements (SLA’s) determining their service target goals, performance outcomes-based IT Service Management, and proactive customer-consumer engagement throughout the entire IT Service Lifecycle.
• In addition I am a Senior Industry Expert Council Member for the Gerson-Lehrman Group (GLG), and hold similar level roles with Coleman Research, and Third Bridge Research Group. As a recognized industry expert in my fields of practice I provide confidential advisory consulting services for their clients.
• Primarily these clients are private equity firms, hedge funds, investment banks, investment portfolio managers, private trust, endowment, and mutual fund managers as well as ultra-high net-worth individual (UHNWI) investors, and market investment strategy consultants.
• As a trusted advisor I provide them with guidance on their most complex information needs related to a variety of IT and Technology areas and issues within several industry sectors. This in turn helps them understand the value of their investment opportunities and adds critical information to their investment decisions.

Confidential

SENIOR EXECUTIVE CONSULTANT

Responsibilities:

• Improved IT Service quality, Designed and performed the CI “blue-printing” and mapping of multiple net-new IT services. Designed net-new templates for SLA’s, OLA’s UC’, and Managed Services Contracts used with critical external vendor partners. As the Process Architect Engineer tasked with the multi-generational release design for the net-new ITIL processes of Availability Management (AvM) and Service Level Management (SLM) created innovative ways to leverage key process interactions and resources including enterprise-wide Availability Design Standards for every new IT Service requested.
• Developed a standard methodology of calculating IT Service performance goal targets to be used in the SLA’s OLA’s, and applicable UC’s for all IT Services to be managed by SLM within in the IT production environment. Defined Service Level Objectives (SLO’s) and developed multiple availability metrics designed to measure efficiency, stability, reliability, and operational performance outcomes of all IT Service delivered.
• Developed metrics to calculate the business impact and business cost of all outage-level events involving IT Services delivered under an active SLA to its intended end-user customer-consumers. and SLO and taking on progressively greater program roles and responsibility for strategic planning, process workflows, and tooling solutions for multiple generational releases of new critical ITIL processes and the design for new IT Services to be delivered to over 200K bank associates globally. Architect of Vendor and Supplier Management processes and SLA’s for Managed Services with an innovative blend of Availability and Service Level Management.
• Recognized as an innovative strategic leader and leading expert in ITIL-based ITSM and Large Enterprise IT Operations Management (ITOM), designing and delivering on-time, on-budget technology solutions that drive customer satisfaction, improve performance, reduce costs, and increase IT Service quality
• Participated heavily in the concurrent Organizational Change Management efforts designed for the complete re-structuring of existing IT Organizational and Operational Models in current use across the global IT production environment.
• Restructured workforce, designed and deployed tailored ITIL processes, and developed new organizational models for enterprise IT; lead day-to-day integration projects, coordinated delivery of key program milestones, and tracked progress and issues throughout multiple projects.
• Guided teams from various departments, developed matrixed resource models, and worked jointly with senior executives and management personnel to address issues.
• Lead cross-functional technology project teams for global infrastructure and ITIL-based ITSM Lifecycle Framework projects by providing strategic direction for ITIL process design, vendor and supplier management, IT governance, audit, risk, and compliance management and served as a key participating stakeholder in the design of a net-new Enterprise IT Service Management Office (ESMO).
• Served as the Lead and key-stakeholder for an ITSM tooling solution pilot program for a tooling solution to enable full 24x7x365 monitoring of all IT Services being delivered and provide on-demand real-time reporting of multiple views of operational data including current state performance, environmental health-checks, and many others.
• Assisted in the design and implementation of a highly integrated, cross-functional, multi-process IT GRC program to oversee the lights-on production ITOM and ITIL ITSM environment.
• Used the newly designed IT Governance approval processes for the production release and adoption of a comprehensive Enterprise CMDB Policy for a global CTO organization.
• Reduced average net “Mean-Time To Restore” for outage-level IT incidents and a significant reduction in Outage Impact Hours experienced by IT business customers by designing and integrating an IT Availability Management process into the production environment serving as the over-arching process responsible for Incident and Problem Management goal outcomes.
• Developed and refined innovative IT metrics enabling Availability Management to fulfill its ITIL process mandate to serve as the single sole source of truth in the reporting of record for IT operational outcomes across the enterprise.
• Lead the design and development efforts for over two dozen new IT Services including Service Level (SLA) and Operational Level Agreements (OLA) and Underpinning Contracts (UC) integrated with the generational design and release of a net-new ITIL Availability Management process which included Availability Design standards for the selection, testing, approval, release, and Availability Targets used for managing the performance of IT Services.
• Won Cross-Functional IT Stakeholder Support for implementing new IT processes and IT associates to staff an enterprise-level cross-functional Process Management Teams to provide a holistic IT service-oriented and customer-centric integrated IT process approach to managing IT operations while improving performance outcomes and driving quality improvement.

Confidential

SENIOR GSA PROGRAM EXECUTIVE

Responsibilities:

• Solidified timely and cost-efficient delivery of technology services by organizing technology services.
• Maximized critical technology services and managed 24/7/365 “lights on” operations, including global IT Service Desks, NOC activities, and management for crisis and high-severity level outages across the agency.
• Exceeded performance expectations within Service Level Agreements and support business requirements by developing and executing a plan enabling the operation of global application support and integration with incident, problem, change, and availability management to ensure stability, reliability, and availability of services.
• Managed ITIL-based ITSM Lifecycle Framework projects while providing industry expertise and strategic direction for ITIL tooling integration, vendor and supplier management, IT governance, audit, risk, and compliance management.
• Maintained oversight responsibility for Windows-based (Wintel) application servers and Microsoft Azure Cloud Computing infrastructure and attended weekly Change Advisory Board (CAB) meetings to help ensure their operation.
• Delivered 6% reduction in total spend on technology systems, applications, infrastructure, and facilities by executing strategic plans and ensuring timely and cost-efficient delivery of technology services. (FY2013).
• Supported cost and performance modeling used in availability, capacity, demand, and IT strategic planning through the development of operational metrics as well as outage impact assessments and activities.

Confidential

VICE PRESIDENT OF GLOBAL TECHNOLOGY OPERATIONS MANAGEMENT

Responsibilities:

• Slashed total net annual IT spending on administrative costs by $22M in under 2 years by designing and implementing enterprise “lights-on” projects focused on IT operational costs.
• Saved additional 40% of project’s allocated budget by completing it 44 weeks ahead of schedule and exceeded best-case outcome models 12% at finish.
• Lead an enterprise-wide effort to upgrade or replace all Cisco-based networking infrastructure within the tech stack and begin the adoption of enterprise-wide Cisco Unified Communications and managed services for voice and data.
• Gained an enterprise-wide increase in critical systems availability and service delivery stability of more than 7% and reduction in outage-level events totally more than 26K minutes in first 2Qs of after-state operational outcomes in infrastructure and application layers of critical systems.
• Lead the effort to consolidate multiple data centers that were under-utilized and not cost-efficient.
• Lead major IT capital projects for new high-availability architecture data centers designed to maximize energy efficiency by significantly reducing cooling, environmental, and operating costs, while increasing data security and storage capacity.
• Solidified timely and cost-efficient delivery of technology services by organizing technology services.
• Developed Charge-back cost models for use with different company areas and all products and services LOB business units as the customer-consumer responsible for the operational expense of IT Services they delivered or managed by IT for their use in daily business operations.
• Developed Highly Performing Teams and increased IT associate engagement by fostering a work-place culture of open and honest direct communication, transparency, and personal accountability for results. Drove Continuous IT Service and Quality Improvement by incorporating team associate’s feedback, suggestions, and ideas into strategies for improving IT operational outcomes.

Confidential

EXECUTIVE DIRECTOR, ENTERPRISE ITIL OPERATIONS & COMPLIANCE PROGRAMS

Responsibilities:

• Created administrative cost savings of $9.2M across all IT areas by leading top-to-bottom talent sweep and implementation of job titles / career ladders for all in-scope design and build engineers; infrastructure technologists; mainframe, midrange, desktop, and e-commerce application developers; tool admins; analysts; and administrative support staff.
• Formed Command Center Operations Team and critical ITIL-based 24/7/365 Network Operations Center (NOC) and sourced highly qualified ITIL-certified Incident and Event Managers.
• Recorded $12.9M operational cost savings over 6 years via Business Process Management (BPM), ITIL Program Management, and Quality Management process design. Leveraged traditional merchant services processes using in-depth analytics in conjunction with COBIT, Lean, CMMI, and Six Sigma methodologies.

Confidential

DIRECTOR OF OPERATIONS - CUSTOMER & PROVIDER CALL CENTERS

Responsibilities:

• Managed day-to-day large in-bound call center operations with complex skills-based call routing in real time for Customer and Provider Service Centers in 4 state-wide sites.
• Designed custom metrics to simplify operational reporting, improve Call Center efficiency, and reduce administrative costs.
• Secured savings of $720K, more than doubling expected ROI for Call Center Technology Upgrade by redesigning workflows, processes and procedures, measuring progress toward goals, and developing methods to analyze call volume to save money.

Confidential

STATE EXECUTIVE MANAGER - NETWORK DESIGN AND ENGINEERING

Responsibilities:

• Managed multiple teams of network engineering staff and supervised group operations state-wide.
• Achieved an annualized capital budget growth of $8M to $14M in just 5 years.
• Led the design and adoption effort of new Microsoft technology solutions for hosting network delivered applications and implemented the standard use of Microsoft Active Directory as well as paired Primary and Backup Domain Controllers.
• Led the state-wide effort to remove existing LAN/WAN network infrastructure sourced from multiple vendors and replaced them with a single solution using new technology for fully standardized LAN/WAN infrastructure from Cisco.