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Director, Managed Services Resume

Chicago, IL

SUMMARY:

Business technology professional focused on delivering high quality and effective solutions. Experience in maintaining and supporting mission - critical applications, incident/problem management, change management, relationship management, vendor management, and project leadership.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Director, Managed Services

Responsibilities:

  • Worked with external service provider to ensure quality service delivery in accordance with established SLAs and SOWs.
  • Developed service delivery metrics and KPIs, and reviewed and approved monthly reporting prior to distribution to senior management.
  • Implemented problem management approach to chronic and sever incidents.
  • Worked with the onsite account manager to identify service delivery deficiencies and developed remediation plans.
  • Developed standard Statement of Work, Change Order, and other required documentation and processes used to request services from services providers, consultants, and contingent staffing companies.
  • Responsible for preliminary review and approval of all vendor invoices ensuring appropriate Confidential allocations.
  • Established regular service performance surveys and categorization scheme for continuous service improvement.
  • Developed departmental guidelines for project capitalization approval in conjunction with Accounting department.

Director, Program Management

Confidential

Responsibilities:

  • Provided project management support to the successful upgrade of the corporate accounting system by managing team of external project managers, conducting information sessions with business stakeholders, and being the initial escalation point for issues.
  • Conducted quarterly HR/IT project review sessions to ensure projects were properly prioritized and issues were resolved in a timely manner.
  • Assumed the role of IT liaison to the Sourcing department for operational and projects initiatives, established priorities, and improved communication between the teams.
  • Managed department vendors (consultants, contractors, and software vendors) including MSA and SOW review, invoice management and dispute resolution, and management of onsite resources.
  • Implemented new expense policy for offshore service provider travel.
  • Established detailed procedures for all company divisions to deliver data required for Confidential sanction screening utilizing SharePoint minimizing the risk of the company failing audits and risk of government sanctions.
  • Efforts included defining data requirements, writing procedural documentation, coordinating testing efforts and facilitating the transition of final screening activity to a UK based team.
  • Lead the data synchronization project team to synchronize organizational hierarchy structures between the JDE and Oracle HR systems, including impact analysis, remediation of downstream applications, and communications with impacted departments. This effort eliminated reporting discrepancies between the HR and financial system reporting.

Confidential, Chicago, Illinois

Applications Manager

Responsibilities:

  • Managed team responsible for maintaining critical enterprise and departmental applications including Microsoft Office, docketing, ITSM (Remedy), library management, learning management, and the iManage document management system for 17 offices and over 3000 users worldwide.
  • Provided project leadership and direction to matrixed project teams.
  • Define, plan, and implement application upgrades managing project scope, timelines, and incident/problem management.
  • Managed vendor relationships including problem escalation/resolution, upgrade planning, and development requests.
  • Managed team’s contributions to the Office 2007 upgrade for 4000+ workstations and Citrix remote access environments. Effort included upgrading and testing over 25 vendor applications including the document management system and various customized vendor applications and coordination of testing and training efforts.
  • Coordinated the consolidation of the firm wide document management system from 17 worldwide locations to a single global data center with disaster recovery capability. Led pilot and testing activities and provided onsite management oversight for international deployments. Consolidation efforts resulted in multi-million dollar savings by eliminating the need for new regional data centers in Hong Kong and London.
  • Decreased vendor customization charges by aggressively pursuing resolutions for problems as bug fixes instead of enhancement requests.

Confidential, Chicago, Illinois

Application Integration Specialist

Responsibilities:

  • Provided 24 x7 support and day to day operational support for various firm wide applications including the accounting, expense, time reporting, collections, and procurement systems.
  • Worked with vendors on enhancement requests, problem resolution, and upgrades.
  • Partnered with department leaders to evaluate and plan various business initiatives requiring technical resources.
  • Served as acting manager of Applications team during IT leadership transition.
  • Developed and nurtured partnerships with key business leaders improving communication and trust resulting in IT involvement in early project planning and improved project execution.
  • Planned and executed major upgrade of firm’s time reporting application. Efforts included testing, conducting a user pilot, and on-site support for initial implementation in London office.

Confidential, Chicago, Illinois

Account Manager

Responsibilities:

  • Primary point of contact for internal and external clients for issue escalation, service requests, and problem resolution.
  • Assessed service requests for compliance with the Statement of Work and negotiated any deviations.
  • Managed team responsible for daily operations of internal and external clients’ MS SQL Server and Oracle database environments.
  • Evaluated client requests and assigned appropriate DBA resources based on request complexity and DBA experience.
  • Participated in change, incident, and problem management activities.
  • Assumed primary responsibility for all Root Cause Analysis write-ups for problem management ensuring reports were created within established timeframes and coordinated corrective action with departmental managers.
  • Instituted management oversight of monthly conversion activities for client’s mission critical system. Provided troubleshooting guidance, issue management, and assembled rapid response team to resolve critical issues ensuring conversion activities were completed on time.

Confidential, Chicago, Illinois

Specialist

Responsibilities:

  • Provided operational and end user support for various applications and processes including data extraction and delivery, DB2 object creation and maintenance, and problem resolution.
  • Worked on special research assignments and provided technical guidance to junior staff including reviewing work product prior to production implementation.
  • Member of various teams including the Data Services, Data Delivery, and DB2 DBA teams.
  • Designed, tested and implemented a single vendor data archiving solution for the OS/390 DB2 system, including migration of existing archives, resulting in simplified and more reliable data archives.
  • Automated creation of specialized DB2 objects eliminating application failures due to missing tables.
  • Designed a data subscription process for the firm’s internal proprietary data delivery system.

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