SUMMARY:

• Multi - disciplined, results oriented, IT professional with 20 years’ experience in IT and Telecommunications industry
• Consistently demonstrate qualities on managing global operations, service support and project deliverables
• Manage IT transition, deploying enterprise solutions, and build high performing global teams of 100+ headcount
• An operations leader with a “can-do” attitude who manages and motivates global delivery teams to ensure projects are adequately resourced and delivered on time, within scope and budget
• Possess knowledge and skill-set to manage and implement very large, mission critical, multi-site, complex deliverables for high profile and government customers
• Identifies process improvements to enhance functionality to support existing environments and successfully develops business plans aligned with budget forecasts, meeting contracted specifications
• Manage compliance with ITIL standards and alignment with incident, problem and change policies and procedures
• Identifies improvement opportunities and institutes cost effective technologies that delivers high returns on infrastructure investments, aligned with successful delivery to ensure customer satisfaction
• Builds and maintains technical relationships and expectations of high profile customers and vendors
• Deliver both written and verbal communications to senior executives and clients on service delivery objectives

PROFESSIONAL EXPERIENCE:

Confidential

Senior Manager

Responsibilities:

• Manage IT service operations and build of data center build and configuration of Virtual services.
• Experienced leader successfully managing and motivating global teams, maintain cultural awareness to support and understand in-region cultural differences.
• Successfully manage data center migration.. Oversee the infrastructure build out and manage the vendor support teams and technical resources to ensure project deliverables are on-time and within budget.
• Implemented a performance improvement methodology which increased productivity by 25% and eliminated lost time by aligning with standard operating practices.
• Directly manage a global team of 36 technical design/support engineers. Responsible for 24x7 break-fix support and delivery for client SLA’s. Deliver service restoration performance of 99%
• Successfully manage multiple IT implementation project teams for new client infrastructure and seamlessly transition them into operational production.
• Manage service restoration and management escalations, implement tiered 1-3 incident support structure and investigate root cause and problem ownership.
• Responsible for adherence with change management policies and procedures, ensure service and support organization leverage change management to achieve business objectives (SAL’s) and drive quality improvements
• Manage regional technical resources and drive quality standards implementing IT build standards and partnered with the architect team on client design and align with operational project standards.
• Successfully implemented a multi-tiered support model, this tiered.
• Implemented system tools that automate and reduce time on server build and service restoration. Achieved operation cost savings and team efficiency through improved utilization of resources.

Confidential

Program Manager

Responsibilities:

• Program Manager - Overseeing all day-to-day activities for Oracle's Sparc High End Enterprise Servers and Cloud Computing Systems support activities. Launching new programs then monitoring and reporting on progress throughout the process. Working with Oracle Executive Staff developing clear and detailed plans. In order to ensure that programs are feasible and don’t veer off course, I develop step-by-step plans with well-defined tasks to make sure teams stay on time and budget.
• Monitoring and reporting on Oracle's 22 (SLA's ) Service Level Agreement Goals. Example of goals include RR% (Remote Resolve) goal to reduce the number of field engineers we dispatch and resolve more service tickets in house - improved
• Improvement. Provided project updates that resulted from the management OPS team Meetings. Received direction from Executive staff and implement the required projects and actions. Responsible for all staffing requirements at each site in which there is a total of 103 employees. I created the staffing tools & methodology for staffing that Oracle implemented across the organization. Developed and created Employee Performance Score Cards which we rolled out across the organization to help meet company goals, Reduce employee review time and surprises. I was responsible for all Company reporting that was pulled from the Business Analytic System.

Confidential

Senior Manager of Operations

Responsibilities:

• Confidential acquired Confidential In December of 2009 which I worked for. I continued the same role as I had with Confidential as a Program Manager for my Client. I worked for Confidential for only a year before accepting a job offer from Oracle. In that one year period I did receive employee of the year for my additional role in Confidential acquiring 2 new accounts. I developed the
• Staffing requirements to support the programs and had a critical role in a agreeing to and modifying the Service Level Agreements.