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Delivery Manager - Itc Resume

Southfield, MI

SUMMARY:

  • 18+ years of formal and informal Project Management experience, PMP Certified.
  • Client Delivery and Account Management experience delivering high quality IT solutions.
  • Extensive experience successfully performing in multiple infrastructure and cloud based business applications, including SAP, Hyperion, CA and ServiceNow.
  • Managed multiple implementations of ServiceNow.
  • Managed multiple Service Desk implementations.
  • Managed multiple Data Center migrations.
  • Enjoys working in a collaborative environment, either virtually or on site.

PROFESSIONAL EXPERIENCE:

Confidential, Southfield, MI

Delivery Manager - ITC

Responsibilities:

  • Launched services for ITIL Service Desk and end user support at multiple locations (Novi, MI and Cedar Rapids, IA), including ITC’s ServiceNow solution (Helsinki).
  • Managed teams providing ITIL Service Desk and technical support services at multiple ITC locations.
  • Identified multiple shift-left opportunities, reducing desktop tickets by 25%.
  • Utilized ServiceNow to provide ITC with their asset management solution.
  • Managed integration of ITC’s SCCM environment with ServiceNow for IT asset management and compliance.
  • Managed team’s utilization of ITC’s SCCM environment for imaging, packaging all desktop applications and to completion of monthly desktop patching.
  • Managed team responsible for identifying and resolving desktop security vulnerabilities.
  • Procured all of ITC’s IT assets (hardware and software).
  • Point of Contact for relationships with hardware and software vendors.
  • Point of Contact for ITC’s IT relationship with ITC’s supply chain.
  • Managed the financial health of multiple accounts
  • Responsible for recruiting and staffing decisions for multiple locations.
  • Managed the executive relationship for the ITC account.
  • Initiates needs assessment activities with ITC client to ensure delivery was on time and within budget.
  • Assist with sales organization on all new sales activities, change of scope and performed strategic business planning.

Confidential, Livonia, MI

Senior Infrastructure Project Manager (Contract)

Responsibilities:

  • Negotiate the terms of multiple scopes of work with vendor.
  • Successfully negotiated a reduction is costs of over $15,000 to launch multiple instances of the CA IT Service Desk tool for internal global customers.
  • Coordinated efforts for the launch of ITIL Service Desk for multiple internal global customers of Visteon and vendor.
  • Support on these global service desks for more than 5,000 end users.
  • Utilized MS Project to manage the launch of dedicated, ITIL-Certified, CA IT Service Desk tool for multiple internal global customers to Visteon and vendor, providing Incident, Service Request, Change, and Problem Management modules.
  • Utilized MS Project to manage the addition of the ITIL-Certified CA Asset Portfolio tool for multiple internal global Visteon clients.

Confidential, Southfield, MI

Enterprise Service Manager

Responsibilities:

  • Managed the Executive relationship for accounts supporting applications such as SAP, Hyperion and ServiceNow.
  • Initiated needs assessment activities with client to ensure delivery was on time and within budget
  • Managed contract and services, all new sales activities, and change of scope. Performed strategic business planning.
  • Successfully worked and coordinated with multiple clients to renew expiring contracts.
  • Using Agile methodologies, served as Project Manager to build stories to launch of multiple instances of ITIL-Certified ServiceNow, both dedicated and shared instances. ServiceNow modules utilized and launched.
  • Utilized MS Project to manage the launch of ITIL Service Desk to support more the 1,500 end users and provide 24 x 7 monitoring support of hosted environment, which included servers, networks, and client applications.
  • Oversaw the migration of more than 200 virtual servers and client applications from client’s infrastructure to cloud based hosting provider.
  • Migration project allowed Arizona-based bank to pass FDIC audit and become FTI Compliant.
  • Managed the Business Continuity and Disaster Recovery plans for hosted environment.
  • Enrolled 80 applications for Arizona-based bank into Disaster Recovery plan.
  • Successfully completed Disaster Recovery test of 80 applications for Arizona-based bank which allowed client to fulfill FDIC requirement.
  • Successfully completed Disaster Recovery of Arizona-based bank’s Exchange environment to fulfill FDIC requirement.
  • Worked with Arizona-based bank on a Business Continuity Plan to enroll bank applications in a High Availability (HA) environment in 2 separate Data Centers, with traffic balanced between environments.
  • Managed the migration of client’s Exchange and SharePoint environments to cloud-based hosting provider.
  • Oversaw the completion and delivery of monthly reports. Reports included capacity, performance, and financial.
  • Financially grew account approximately 35% over 2 years.
  • Managed the launch of Desktop as a Service for account.

Confidential, Southfield, MI

Service Delivery Manager II

Responsibilities:

  • Launched and provided management of services for multiple regional ITIL Service Desks.
  • As part of these projects, managed the launch of multiple Service Desk ticketing solutions, Remedy and Nimsoft being the most common.
  • Assisted in the launch of a global ITIL Service Desk supporting multiple regions and languages.
  • Grew IT services for a client in the manufacturing industry. Increased the account’s profit margin by 45%.
  • Utilized MS Project to manage a short-term project to refresh 1,500 users, located in multiple locations, to Windows 7 within 3 months. Due to the success of the project, the client signed a five year contract to provide a Global ITIL Service Desk solution.
  • Oversaw teams providing technical support services at multiple client locations.
  • Managed the financial health of multiple accounts
  • Chosen to manage and launch two new accounts to pilot new Confidential services that had not previously been offered.
  • Responsible for recruiting and staffing decisions for multiple accounts.
  • Continually received yearly evaluations of “Exceeding Expectations”

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