Technology Leader

Over 24 years in the IT industry experienced IT Support Services, IT Security Systems and Management, Enterprise Datacenter Architect and Compliance Professional for single and global IT solution implementations. Extensive experience in operations of client services, call centers, software development, support services, quality assurance, and training. Strategic leader adept at strategic planning, project management, change management, vendor management, contract management, with excellent negotiation and communication skills.

Areas of Expertise

Selected Achievements

• Department Manager for the Service Desk, Desktop Support, Telephony Services, and Operation IT Support teams for the General Board's Infrastructure department and Identity Management services. Coordinated general support and security incident audit and reporting utilizing Airwatch, SIEM Systems, Microsoft AD, BMC Track-IT, SharePoint, Salesforce CRM, VMWare, and Kaspersky solutions. Responsible for audit reporting and compliance control for IT System security reviews. Helped focus and achieve operational process improvements for the Service Desk call response management previously averaging 94 to achieving a consistent 98 efficiency for two years to current. This has helped provide faster response times to users calling into the Service Desk for support.

• Managed development administrative teams for the implementation and rollout on the enterprise level DeVry Identity Access Management systems for over 800,000 student, staff, faculty, and system user accounts from over 100 schools using SunGard Banner Enterprise Identity Systems, Oracle Active Directory Services. These systems maintain all Authentication, Authorization, and Account Provisioning processing and security controls systems for DeVry Inc. and their North American Campus locations.

• Service Delivery Manager for DeVry Inc. IT Service Management department. Provided new process for Service Recovery Team and Root Cause Analysis mitigation management which improved defect correction at DeVry Inc. by 90 over a two year time-span.

• Infrastructure project managed the DeVry Oracle Student System Upgrade and Optimization Initiative. Worked with multiple IT Support Teams to manage project implementation and improvements in process management infrastructure design for Oracle Student Systems at DeVry Inc.

• Managed and implemented Business Continuity and Disaster Recovery Framework for the IT systems at Siemens Building Technologies, for the entire North American Continent. Project managed recovery planning for ERP Systems, Windows UNIX Infrastructure, and job scheduling systems.

• Designed, architected and implemented the Enterprise Job Scheduling systems for Siemens Building Technologies using the AppWorx/UC4 Job Scheduling systems.

Professional Work Experience

Confidential

• Department managed seven 7 direct reports for the Security Identity Management, Help Desk department, Telephony Services, Desktop Support and Operation teams for the General Board's Infrastructure department.
• Managed configuration management, asset management, CRM Systems, mobile solutions, and overall service management. Managed organization helpdesk support coverage, metrics, Desktop support, Thin Client configuration, image, and security and Production processing activities. Participated and contributed in Problem Management, Service Level Catalog management, Root Cause Analysis reviews, and Incident Management based activities for service improvement objectives for the IT Departments. Worked with management teams on Budget requirements and IT Procurement needs for the General Board.

Confidential

Managed team consisting of two direct reports three consultants and student intern who provided new and existing Portal/IdM Systems implementations, upgrades, testing UAT exercises, patching, and audit reporting utilizing SunGard Banner Enterprise Systems. Worked with dozens of project team leaders and technology subject matter experts across all IT business teams. The technologies managed included the Banner Identity Proxy Identity Gateway System, Oracle Directory Integration Provisioning, and Oracle Database systems using Oracle Internet Directory OID , and LDAP connectors to Microsoft Active Directory and Oracle Systems both in Sun UNIX and Microsoft Windows Systems.

Confidential

Department managed six 6 direct reports for Service Delivery Department. Worked extensively with IT Infrastructure Support System teams from Windows, UNIX, AS400, DBA, and Network Teams to insure SLA objectives were in line with academic and business administration goals and IT Audit Compliance objectives. Managed both Service Restoration and Root Cause Analysis team reviews to identify and mitigate defects and process improvement goals for business and academic applications.

Confidential

Worked with the DeVry SDLC structure I.T. Infrastructure teams to insure resource management and task assignments were implemented, as needed. Weekly meetings going over dashboard department resource allocation was held to insure project and support resource needs were managed. Project managed Major Enterprise Oracle Upgrades which includes DeVry's ATG Upgrade, fixing multiple issues with system performance. Project managed the Oracle Becker 11.5 Upgrade initiative. These upgrades allowed the Becker Account School e-Business systems to stay in support compliance with the vendor for the next three years.

Confidential

Worked with SBT SBS Teams to help migrate the existing data center at Buffalo Grove, to Lake Zurich Center. Also continued previous as Project Manager for SBT I.S. Operations. Process Improvement Architect for Enterprise applications. Service Level Performance Reporting and Capacity Management. Committee member for: I.T. Governance Sarbanes Oxley requirements. Participated SAS-70 audit compliance exercises for SBS and financial related systems from SBT.

Senior Project Manager

Confidential

• Worked extensively with the Data Center support staff, Oracle finance systems development, manufacturing systems development, helpdesk support personnel and management/executive teams working together to help facilitate the day-to-day operations of a Data Center's production environment. Project management duties included maintaining change control activities so proper test, stage, and production activity was kept accurate with audit reporting controls in place. Project Leader for Oracle Salespro System Migration and Enterprise Disaster Recovery Business Continuation Planning.
• Worked on multiple projects effecting all aspects of Siemens Corporate Enterprise systems, from engineering, to finance, manufacturing, security and sales systems

Senior Systems Technical Consultant

Confidential

• Worked as technical analyst for application solutions ranging from internet security, to enterprise database system processing and scheduling with the Data Center support staff, finance systems development, manufacturing systems development, helpdesk support personnel:
• In 1999 2000 worked exclusively on configuration setups, Y2k and system architecture design for Oracle, Mainframe FTP, UNIX, Legacy Systems, and Microsoft SQL Systems, to work interactively for automated processing. This included Accounts Payable, Accounts Receivable, General Ledger, Purchase Order, Inventory, and Web Order Systems. Utilizing the AppWorx Scheduling System with Oracle 7.3.4, system automation, and problem alert communication was implemented
• 1997-1998 worked as the Data Center's Internet Systems Administrator, responsible for the following for internet network administration for entire corporate topology covering over 70 branch sites, worldwide, for a clientele of over 4,000 .

Senior Systems Technical Consultant

Confidential

• Worked on over 3,000 user desktop configurations for hardware and software repair, installation, upgrades, and network communication setups. Technical Consultant, Robert Half Organization, Northbrook, IL 1993 1994 On Site Contractor
• Assigned to Landis Gyr, Inc, acquired by Siemens , as onsite Desktop Support Technician repairing PCs, software configurations, network communication, and employee training on new business applications
• Hardware experience consisted of mainstream PC manufacturers such as IBM, DELL, Toshiba, COMPAQ, and Digital along with network interface devices such as NICs, Routers, Hubs, Bridges, from Cisco, Ascend, Digi, Eicon, and Black Box

Systems Programmer

Confidential

• Maintenance programming for Marketing Team in COBOL using Micro Focus Utilities, EZ-trieve, JCL controlled job stream setups, Computer Keyes data entry screen design used in tandem with System 36 processing.
• Assistant/Backup to Senior Systems Analyst in charge of Payroll, Accounting, Marketing, and Data Entry Control.
• Both OS2 version 1.3 and MS-DOS 5.0 PC environments were used to compliment and assist project development needs for COBOL programming analysis.