SUMMARY:

• I am only interested in fulltime permanent direct hiring on W - 2 with full benefits (Vacations, Holidays, Health, Dental, Vision, Short and Long term disability, 401K Retirement and Pension plan, Tuition, Travelling Reimbursement, Life Insurance, Etc.) as an it infrastructure service delivery positions.
• Practical professional with management experience ranging in size from small private projects to full-scale multi-million-dollar high profile corporate projects.
• Oversee and manage hundreds of individuals while ensuring timely completion of project deadlines all while remaining on or under budget.
• Highly seasoned and reliable Business Analyst with a superb customer satisfaction record.
• Adept at interdepartmental coordination to maximize business functionality and efficiency.
• Committed to ongoing professional development and research to ensure currency and innovation in management and problem solving.
• Proficient Data Center background in corporate support services.
• Highly skilled with vast knowledge of network architecture protocols, telecommunication and server maintenance.
• Versed in software administration and data communications.
• Expert in identifying root cause of issues and translating complex processes into clear, understandable and actionable steps.
• Enthusiastic leader who consistently meets commitments with integrity.
• Support strategic largest outsourcing contract for various large industries in finance, healthcare, telecommunications, automobile, retail, security, manufacturing, and government.
• Provide overall management and support for concurrent projects across multiple products.
• Serve as a conduit between customers, management and the development team.
• Apply best practices to ensure projects run consistently and that risks are communicated.
• Work with VP of Development to define and plan new projects and roll out group wide initiatives.
• Work closely with Development Manager, QA Manager and Scrum Masters to ensure projects are executed successfully.

EXPERTISE IN:

• Customer Service Delivery & Satisfaction
• Global Program / Project Management
• Strategic & Operation Planning
• Capacity Forecast Planning
• Managed Technical Team Resource
• Service Level Agreement (SLA)
• Disaster Recovery Planning & Documents
• Risk Management & Audit Readiness
• Managed Vendor Management
• Profit & Lost / Monthly Billing
• Change / Problem / Incident Management
• Data Center Planning
• Extensive experience in business analysis
• Problem-solving and analytical abilities
• Exceptional evaluation and judgment skills
• Oral and written communication skills
• Resource Management
• Lead Procurement process
• Point of client Engagement contact
• Review RFS/SOW
• Financial Management

TECHNICAL SKILLS:

IT Infrastructure Tools, Technologies & Applications: Confidential Tivoli, BMC BladeLogic, BMC TCO, Confidential TSRM, Microsoft Word, Excel, PowerPoint, Access, Project, Lotus Notes, Outlook, Browsers, Client-Omi, Client NNM, At&T Net Client, CA Nimsoft, CA Arc Serve, CA spectrum, TSM Client, NetBackup, Backup Exec, Avamaar, Networker, CommVault, AIX, Linux Red-Hat, HP-UX, Solaris, MS-Windows, NAS/NetApp, SAN (Storage/Fiber Switches - FastT, DS8000, DS8800, V7K, XIV, NextGen, Flash, SVC, Hitachi HDS, Clariion, Celerra, Centera, VMAX, DMX, Rainfinity, CTA, Data Domain, Broacade, McData), DNS, AD/AOC, DNS, NIS, TCP/IP, Network, VPN Client, RDP, Firewall, Cisco, F5, Netgear, Oracle, DB2, SQL, Netezza, Citrix ESX VMWare, HTTP Web Server, Samba, HACMP/Service Guard/Windows Cluster, Virtual (TS7650G/TS7620 ProtecTIER Appliances) & Physical Tape Library, Confidential ManageNow, DevOps, SAP Hana, BMC Remedy, TSRM, ServiceNow, Maximo, Robocopy, Data Dynamic, SnapMirror, Global Mirror Replication, Flash Copy, AGILE/SDLC/PMI Project Methodologies, PEGA, ODW, FACET, CCPULSE, ECC, WGS, IGS, SPIRE, ALICS, IMSP, WORKNET, PeopleSoft, SAP, Boxi, Varonis, EPS, EDI, Claims, Filenet, RNR, BPM, ASCS, CS90, StoredIQ, JVM and Java coding, Compass, Oracle, ExaData, DB2, MS-SQL, Sybase, EPDS, WDE, WCF, SaaS, IaaS, PaaS, Microsoft Azure and Office 365, Data Warehouse, Hadoop, ERP, Control-M, CNDB, Cognos, MLDB, WWCT, Workday, Salesforce, Spark

PROFESSIONAL EXPERIENCE:

Confidential, MS

Director, IT Infrastructure Service Delivery

Responsibilities:

• Manages functional areas or department account leads on large accounts to ensure that business solution objectives are met. Identifies and manages the implementation of process improvements.
• Manages and develops demand forecasts with account teams on large accounts to assist functional areas or departments in planning and delivering end-to-end services. Identifies issues and recommends alternative approaches.
• Works with functional areas or departments to interpret and plan projects or workload forecasts. Provides advice and counsel regarding various results.
• Prepares, recommends and oversees development of operating and personnel budgets. Monitors spending for adherence to budget plans, develops and recommends variances. Performs and/or oversees budget analysis.
• Manages and approves expenditures for accounts in line with established policies and procedures.
• Manages complex relationships between delivery and consumer groups to ensure good client relations. Resolves issues and determines and implements appropriate course of action.
• Identifies and manages service improvements to increase customer satisfaction. Manages and ensures delivery of projects meet client and company expectations and needs.
• Partners with functional areas or departments to integrate new, enhanced and existing service offerings for accounts.
• Participates in developing new business proposals and introduces new technology to enhance business solutions.
• Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.
• Oversees all aspects of the delivery of services and service technology across the DC1 Enterprise including coordination of requirements across all task orders.
• Establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.
• Plays a vital role in creating long-term service delivery continual improvement, customer relationships, and ensuring the highest level of operational service delivery.
• Builds a personal relationship with key client staff.
• Successful service delivery - SLA achievement and high level of customer satisfaction.
• Monitors overall performance of services.
• Ensures delivery processes are efficient and cost effective.
• Develop and execute disaster recovery plan to keep the business functional in a time of crisis.
• Assess customer feedback and make necessary improvements, identifying and analyzing issues, and work on eliminating bottlenecks.
• Collaborates with senior management ensuring operations teams are aware of changes and are prepared delivery service reports.
• Implement a comprehensive management plan for each project and hold regular stakeholder meetings to keep all interested parties updated in project progress.
• Removes all obstacles to customer satisfaction and projects delivery performance.
• Works with the client and operations teams to identify and manage service improvement activities.
• Follows hardware and software best practices in implementing, managing and delivering projects.
• Adhere to current policy including SOX compliance; develop & implement others as needed.

Confidential, Columbus, OH

Senior Executive Service Delivery Program/Project Manager

Responsibilities:

• Provided account leadership to the application services delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables.
• Built client satisfaction through formulation, development, implementation, and delivery of application services responding to client requirements as specified in the contract or statement of work (SOW).
• Ensured client needs were satisfied by constructing partnerships between project office, clients, vendors, and subcontractor organizations. Managed implementation of partnerships, ensuring positive client satisfaction.
• Led individuals and teams by setting direction, communicating, and exhibiting effective leadership behaviors to manage delivery of services and processes.
• Managed problems and changes according to contracted SLAs / SLOs, ensuring proper root cause analysis (RCA), avoiding repeated occurrences and reducing number of outages and down time, SLA penalties, and aged incidents and pending requests.
• Assisted project office by providing appropriate data on existing service-related issues along with transition plans, helping contract change and renewal.
• Managed continuous enhancement or improvement of all services provided, identifying alternatives / options to services that including capacity forecasting for growth.
• Supported accurate hardware and software asset management accounting control, reducing large amount of maintenance cost on annually basis.
• Implemented dynamic automation for servers build, storage allocation, and alerts.
• Account control posture by acting as the integration point for all competency work, from all delivery centers local and remote for area of responsibility.
• Provide leadership and management oversight to the IT Virtualization Operations team as a member of the Enterprise Data Center Infrastructure Engineering team.
• Align team resources to deliver highly available and resilient virtual infrastructure platforms, standards, initiatives, and projects that produce operational excellence.
• Oversee day to day operational activities for the Virtualization Operations Team, including managing project assignments, coordinating workloads and schedules, insuring adherence to Charter IT processes including adherence to Charter IT Change Management processes.
• Support, managed, and understand customer applications project requirement and meet their requirement that includes product development, design, performance, team collaboration & coordination, training, process documentation, technical resources, and budget.
• Build and maintain an effective and cohesive delivery team, communicating frequently, setting priorities effectively, and ensuring sound and repeatable processes.

Confidential

Service Delivery Operational/Functional Project Manager

Responsibilities:

• Supervised hiring, evaluations, and terminations. Improved onboarding process for new hiring or exiting.
• Provided key leadership of information technology experts charged with meeting corporate and client security reporting and compliance activities including quarterly employment verification, continued business need of IDs and associated privileges, privilege access revalidation, privilege ownership, privilege revalidation, monthly security health checks of applicable IT infrastructure.
• Planned and implemented the innovative use of IT infrastructure and maintain a broad knowledge of state of the art technology equipment and systems. Annually reviewed professional’s skills and development the training for team.
• Improved resource productivity by arranging workload in team; reduced completion time period for backlog of request and incident and provide all required deliverable within contract terms and conditions, preventing any Service Level Agreement violations during this time period. Implemented all policies, procedures, and required trainings.
• Ensured compliance with all company policies and guidelines including expert team leadership, necessary trainings, evaluations, hiring, and terminations.
• Highly organized and detail-oriented executive assistant with over years of experience providing thorough and skillful administrative support to senior executives.
• Recognized for delivering leading edge solutions that consistent meet complex business requirements.
• Adept in building strong relationships with IT staff, customers, vendors and third party contractors.
• Solid understand of application development, computer programming and architecture design.
• Streamlined Information Technology department by separating support tasks, creating new leadership positions and implementing best practices.
• Resolved critical technical issues pertaining to System Performance, Viruses, Spyware and Spam related issues, minimized computer crashes, Network & Internet Connectivity related issues, Application Conflicts & System Bugs.

Confidential

Senior Service Delivery Project Team Lead

Responsibilities:

• Acted as escalation contact for all roles involved in the process, documenting any process compliance issues, and making recommendations for process improvements.
• Managed problems and changes according to contracted SLAs / SLOs, ensuring sound RCA and avoiding repeated occurrences.
• Coordinated review of technical specifications and security documents with platform subject matter experts.
• Assisted with escalations and engaging management of local and remote teams.
• Reviewed customized security policies and technical specifications for completeness and quality control.
• Documented security controls within customized policies and technical specifications.
• Provided Confidential personnel with education, offering working knowledge of appropriate tools and process.
• Assisted manager on associate annual review, new candidate interview, compensation, annual bonus, tracking weekly labor, employee reimbursement, and existing employee.
• Performed hardware and software installations, upgrades, configuration and maintenance including micro-codes/patches recommendation by vendors.
• Maintained detail documentation and procedures for all related hardware and software.
• Conduct monitoring, health check and reporting for all of the devices in environment.
• Prioritizing important tasks and ensuring they get done first and get done properly.
• Willing to challenge current methods of work and to then identify, recommend and implement practical improvement.
• Has a fair and consistent approach to managing staff and possesses extensive experience of interviewing, hiring, supervising and developing them.
• Ensured daily backup complete successfully and meet key measurement of service level agreement for all servers; DB2 Data warehouse; Lotus Notes remediate any fail backup.
• Ensured offsite process complete successfully on daily basis for in event of site disaster.
• Always willing to step in for complex projects/tasks and help out work colleagues who are struggling.
• Assist with the execution of testing and exercises Design and govern disaster recovery architecture standards and procedures Evaluate disaster recovery strategies and solutions for assigned portfolio to identify current risks and recommend improvements Provide recommendations for back-up processes and fail-over procedures Conduct analysis on disaster recovery architecture to ensure it can meet Recovery Time Objectives (RTO) and Recovery point objectives (RPO) Translate business continuity needs to technical solutions based on a balance of architecture standards and plans.