SUMMARY:

• 20+ years delivering IT and business strategic and operational projects and programs.
• 20+ years building and leading highly effective teams.
• 20+ years managing Confidential and Confidential project budgets, 10 years managing departmental budgets.
• 15+ years global packaged software deployments.
• 15+ years vendor management, RFPs, contract management and SLA governance.
• 10+ years ITIL - based incident, problem, change control and service level management.
• 10+ years managing virtual and offshore software development teams.
• IT Security, PCI and SOX Regulatory Compliance, Process Improvement, Risk Management, Strategic Planning, Restructuring, Mergers and Acquisitions Integration, Disaster Recovery.

PROFESSIONAL EXPERIENCE:

Confidential, Denton, TX

Manager, IT Retail Systems Program Management Office (PMO)

Responsibilities:

• Determine staffing needs, hire or contract resources, setting performance targets and reviews, delegation of project and program work, coaching and resources to deliver business capabilities. SOW and contract development and management of external partners, develop and maintain relationships with key suppliers and contractors.
• Develop and improve program management office processes, intake management, standardized templates, project management tools, tollgate (stage gates), and status reporting.
• Forecasting and managing Confidential and Confidential for overall program management office department budget and rollup of all projects and programs within the portfolio. Report status to senior leadership team.

IT Program Manager

Confidential

Responsibilities:

• Lead project to move all production systems to CyrusOne to improve reliability and resiliency, established disaster recovery procedures.
• Developed plan, ran mock and production cutovers, managed relationships and SLAs with outsourced hosting partner.
• Worked with outsourced partner to build out infrastructure and put in place the people and processes needed to meet contracted service levels.
• Lead program to remove credit card numbers from all systems thereby significantly reducing PCI scope.
• Rescued project to migrate voice and data networks in 4300 Sally and Cosmo Prof stores.
• Worked with outsourced partner to streamline processes to achieve service levels.
• In response to Sally security breaches, lead a series of IT security projects to improve the processes and tools in place to protect valuable customer information.

Confidential, Zeeland, MI

IT Project and Program Manager

Responsibilities:

• Managed 17 projects to deploy packaged software solutions. Scope includes all applicable servers, test lab development, testing and upgrading applications to ensure compatibility, software license management, back-out plans, deployment schedule, communications, and end-user .
• Manage program to create, refresh, or relocate 22 office locations. Scope includes all technology needed to run the daily operations at each office: data center, network and cabling, telecommunications, file and print servers, desktop and office equipment, security systems, multimedia, and video conferencing.
• Worked as the key liaison between IT and the business for four acquisitions to develop and manage post-acquisition integration plans.
• Areas of the business included communications, design/development, environmental/safety, finance/tax, human resources, information technology, legal, manufacturing/operations, product marketing, sales and distribution, and supply management/logistics.
• Responsible for working with seven owned-dealerships to develop and execute IT strategies to migrate off Corporate IT systems onto independently managed solutions with minimal disruption to the ongoing operations of the business.
• Scope included network reconfiguration, file and print servers replacements, disaster recovery planning, email and calendaring migrations, outsource vendor selection, and cloud computing solutions.
• Responsible for overseeing and providing direction for the daily operations of Confidential work teams with up to 22 direct reports. Responsibilities included writing job descriptions, interviewing and hiring, performance planning and reviews, performance metrics and reporting, department budget creation and management, and development of processes and procedures.

Systems Administration Manager

Confidential

Responsibilities:

• Established Confidential routing and agent schedules—increased 2nd level technical support call answer service level from 65% to 85% live answer without increasing headcount.
• Reengineered workflow processes—reduced average completion time of daily systems administrative change requests from 1 week to 1 business day.
• Established change board and supporting processes—consolidated and reduced number of supported applications by 70% greatly simplifying the supported environment.
• Implemented software distribution and patch management solution—reduced software deployment time from 3 months to 3 weeks and increased average deployment completion rate from 60% to 98%.

Customer Service Manager

Confidential

Responsibilities:

• Realigned territories and call agent schedules to leverage Confidential roll-over capabilities—improved Customer Care agent call answer service level from 51% to 98% without increasing headcount.
• Redesigned and implemented new order processing policies and procedures—increased order entry accuracy from 90% to 99%.
• Expanded order processing workflow tools to include manufacturing scheduling—reduced average order confirmation time from 3 business days to 1 business day.

Support Center Manager

Confidential

Responsibilities:

• Wrote business case and obtained approval/funding to build technical support center (help desk) from scratch.
• Developed profiles and job descriptions for call center agents—carefully screened and selected 20 applicants.
• Implemented Confidential, developed call volume forecasts, and established agent schedules—achieved goal of “answering 80% of calls with 12 seconds” within 6 months.
• Established performance metrics and technical program—achieved goal of “resolving 80% of incoming calls on the first call” within 12 months.

Support Contract Manager

Confidential

Responsibilities:

• Lead effort to outsource help desk and deskside services teams.
• Collaborated with vendor to achieve all contract service levels within 8 months of contract inception (goal was 1 year).