SUMMARY:

• An accomplished leader with 20+ years of IT Service Management, infrastructure design and management, DevOps, program/project delivery, and application oversight.
• Ability to manage large - scale initiatives and diverse teams with maturity and professionalism.
• Successfully led programs/projects and global organizations for: Global Informatics, IT Service Management, Strategic Services, Infrastructure Services, Global Operations and Support, Engineering, Midrange/Distributed Systems, Compliance, Network/Data Communications, and Web Services.
• Consistently delivers measurable results across a diverse portfolio of business sectors.
• Utilizes a unique way of influencing key individuals using an understanding the balance between business needs, best practices and human dynamics.

CORE COMPETENCIES:

Infrastructure and Systems Management ITSM Functions: Service Level/Availability/Capacity/Change/Release/Incident/ Problem/ Configuration/Knowledge/Asset Management ITIL Global Operations Application Management Program/Project Management Quality and Regulatory Affairs Business Process Design and Management Business Analysis DevOps Analytical Thinking Cloud Computing Information Security SDLC Vendor Management Compliance and Risk Six Sigma Business Continuity Disaster Recovery Sarbanes Oxley PCI PII HIPPA CAPA ISO Problem Solving and Decision Making Coaching Architecture Design

TECHNICAL SKILLS:

Cloud: AWS, Rackspace, Azure

Platforms: Windows; IBM iSeries; Linux; VMWare; EMC

Project Management: MS Project, SharePoint Portal

Email Systems: Microsoft Exchange, Lotus Notes Application

Tools: Microsoft Office 365, JD Edwards

Database: Oracle, SQL, MySQL

Web Services: IIS; Web Logic; WebSphere

Support Tools: Service Now, Remedy, Microsoft System Center Operation Manager, Puppet, Chef

PROFESSIONAL EXPERIENCE:

Confidential, Princeton, NJ

Lead Specialist

Responsibilities:

• Led a team of specialists to design and implement a Cloud Infrastructure and Service Management practice to support point-of-care critical services. Defined requirements, oversaw design, configuration and build activities, ensured regulatory compliance, managed traceability of requirements to test and validation protocols and led the implementation and release under strict quality guidelines.
• Merged disparate Change and Release processes, driven by healthcare quality practices, for deployment of applications and systems to the cloud. Implemented and oversaw a cross-functional review team to provide oversight for changes and releases.
• Created and deployed IT processes and practices for compliance, security, regulatory and quality.
• Provided oversight for Cloud Operations including, but not limited to: Change/Release Management, Incident/Problem Management; Access Management, Knowledge Management and Disaster Recovery.
• Created infrastructure and disaster recovery plans.

Confidential, Allentown, PA

Tower Lead Consultant

Responsibilities:

• Led the implementation of key infrastructure and IT Service Management programs and projects: IT Service Management, Network, Physical Hosting (data center), Information Security and Compliance, Personal Productivity, and Content Management.
• Oversight of $27 million-dollar budget, project management resources and key milestones.
• Consulted with the Service Management team to define and implement Change, Incident/Problem and Configuration Management practices.
• Identify the inter-dependencies across the portfolio to optimize resources, identify and manage risks, apply corrective action, issue resolution.
• Provided guidance to newly formed PMO on process development for managing portfolio of divestiture programs.

Confidential, Parsippany, NJ

Manager, Infrastructure Services

Responsibilities:

• Managed, and maintained a $10M operational budget, and set strategic direction for technologies, life cycle and refresh rates, roadmaps, and growth.
• Partnered with the Service Management office to globalize and consolidate multi-business unit IT Service Management practices (Change, Release, Configuration, Incident/Problem). Drove the direction of a merged CMDB and implemented ServiceNow.
• Oversight of operational management, outsourced and vendor relationships, business process design, global monitoring and support services, and regulatory compliance functions for global systems.
• Managed a global IT organization providing 24x7 operational support of infrastructure and platform technologies including operating systems, databases, applications, storage and virtualization.

Confidential, Fort Washington, PA

Senior Consultant

Responsibilities:

• Oversaw the quick-start design, implementation and adoption of IT Service Management practices including: Change, Release, Configuration Management and CMDB, Incident/Problem and Asset practices. The effort resulted in the corporate-wide implementation of ITSM in 7 months versus a typical 12-18 month implementation.
• Established a change control board including KPIs and communication plans.
• Developed and managed the vendor relationship providing the development and testing efforts.

Confidential, Parsippany, NJ

Senior Manager

Responsibilities:

• Directed a technology service delivery management practice which resulted in global ITIL processes including Change, Configuration, Incident/Problem, Program/Project, Demand and Resource management. Led and trained global IT professionals on the processes resulting in near 100% adoption and compliance. Developed and tracked Key Performance Indicators for success and improvement.
• Managed competencies, programs/projects and staff in the areas of the IT Strategic Services, Risk and Compliance, Engineering, Distributed Systems, CRM Release Management, Network and Data Communications, Web Services, Midrange Systems and IT Service Center and Support.
• Streamlined program and project management discipline across information technology by creating standards, processes, policies and guidelines. Efforts resulted in standardized project methodologies, improved demand and resource management and meaningful reporting to senior management.
• Authored enterprise level security policies, standards and practices and led key projects following ITIL and ISO methodologies that resulted in an organizational security framework, improved the system architecture and compliance with industry standards.
• Transformed a global IT Call Center servicing 10,000 users by instituting core processes and establishing service and operating level agreements. Results led to significantly improved call resolution rates, improved reporting, an enhanced support structure and internationalization of the service function.
• Proposed a business case and led efforts to make information technology sustainable and green. Drove the adoption and implementation of zero landfill recycling of computer hardware, and no printing campaign that spanned the domestic corporate environment which contributed to gaining green certification (LEED Platinum) of a new corporate headquarters location.

Confidential, Somerset, NJ

Manager, Operational Effectiveness

Responsibilities:

• Developed service level agreements and KPIs between Confidential & Confidential and its external vendors that supported their products and services.
• Efforts resulted in improved customer satisfaction and productivity increase.