SUMMARY:

• Talented and accomplished IT Management Professional with consistent record of success in directing and building onsite and offshore support teams, service delivery, batch services and support, release management, application development and implementation, process improvement, automation, ETL, and technical support programs and projects.
• Adept at influencing peers and senior managers across multiple business units and organizations, in order to build a consensus, gain buy - in, and to deliver on business and technical objectives.

AREAS OF EXPERTISE:

• Services & Support Management Vendor/Offshore Management Strategic Planning
• Project/Program Management Relationship Management Process Improvement
• Budget/Cost Control Application Development Product Release
• Technology Implementation & Integration Test Data Management/ETL

TECHNICAL SKILLS:

HP ALM (Application Lifestyle Management), ServiceNow, SDLC management, MS OfficeMS-Project, IBM Mainframes, UNIX, MVS, IBM Utilities, TSO, REXX, CLIST, ISPF, ROSCOE, Endevor, NDM, FTP, File Aid, CICS, DB2, SQL, Sybase, VSAM, Eztrieve, Informatica, PowerCenter, Control-M/R, CA-7, CA-11, Autosys, Oracle, Datastage, SiebelETL data extraction/masking/sculpting, Serena

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Lead Infrastructure Manager

Responsibilities:

• Implemented timed-window deployments to provide environment stability.
• Created policies, procedures, knowledge transfer/training plans, Confidential ’s for internal and external groups and senior management.
• Work closely with the development teams, QA and business users for support services across the all the applications.
• Managed relationships between support, application development, and QA teams. Facilitated meetings.

Lead Quality Support Manager

Confidential

Responsibilities:

• Created and managed work intake flow via help desk/ticketing software tools.
• Created policies, procedures, knowledge transfer/training plans, Confidential ’s for internal and external groups and senior management.
• Work closely with the development teams, QA and business users for support services across the all the applications.
• Managed relationships between support, development, and QA teams. Facilitated meetings, evaluations, merit reviews.
• Designed Test Data Mining and Reservation tool for QA.

Confidential, Lexington, MA

Vendor Manager

Responsibilities:

• Created policies, procedures, knowledge transfer/training plans, onboarding processes, services level agreements, statements of work, budget for managed captive offshore support.
• Managed relationship between onsite/full time management, senior management and the managed captive offshore vendor. Facilitated meetings, evaluations, merit reviews.
• Reduced budget by 20%, while doubling number of resources using managed captive model, compared to traditional outsourcing.

Confidential, Wakefield, MA

Delivery/Project Manager

Responsibilities:

• Working with the business to create standard Confidential ’s, metrics and scorecard programs to effectively measure and manage vendor performance in order to reduce costs and drive value across the enterprise.
• This includes the research, collection, tracking and reporting of performance metrics related to vendor service levels, maintaining information on vendor profiles and capabilities, and updating scorecards to support vendor portfolio management.
• Facilitating weekly supplier performance reviews with business partners where metrics and scorecards will be shared to drive continuous improvement.
• Providing senior management with monthly reporting metrics.

Confidential, Cranston, RI

Project Manager (Consultant)

Responsibilities:

• Create project plans, dashboards, timelines, and other documentation for the masking of over 200 applications on multiple platforms.

Confidential, Worcester, MA

Project Manager

Responsibilities:

• Managed all aspects of scheduling jobs (inception, testing, production, sequencing, dependencies, success factors and reporting)
• Worked closely with technical analysts, business owners, and senior management, facilitating meetings a project plans and timelines.
• Created Operational Documentation for newly formed Computer Operations group which holds all critical batch job information for support.

Confidential, Marlborough, MA

Development Manager

Responsibilities:

• Created and managed work intake flow via help desk/ticketing software tools.
• Introduced use of offshore resources to Fidelity business unit. Established team in India, developed job descriptions, and led training orientations. Established and communicated vendor governance standards, procedures, and tools for use in selecting, directing and managing relationships with offshore vendor.
• Facilitated organizational knowledge transfer meetings for teams looking to acquire vendor/offshore resources and how to best manage.
• Enhanced productivity by conducting in-house and offshore technical training.
• By introducing offshore resources, we were able to make the following improvements:
• Saved $3.8M by leading process improvements to mainframe batch Confidential and storage.
• Reduced expenses 25% for department by streamlining staff and improving workflow.
• Enhanced data security by designing and implementing enterprise-wide data masking for non-production environments, on all platforms.
• Earned Outstanding Service Award and multiple SPOT awards for project management and performance excellence.