PROFESSIONAL SUMMARY:

• IT leader with over twenty years of diversified experience with an emphasis on delivering business growth coupled with spend management.
• Strong technical knowledge combined with outstanding leadership ability including creative strategic and tactical problem solving.
• Proven ability to understand global business processes and requirements, evaluate priorities, deliver enterprise solutions, and improve customer service.
• Diverse background includes leading teams of global IT and business professionals on multi - million dollar projects utilizing Lean / Six Sigma Project Management Methodologies.
• Over fifteen years of Project Management experience; three years of experience with collaboration technologies, and five years of SAP experience.

AREAS OF EXPERTISE:

• Project Management
• Building Customer Relationships
• Managing IT Professionals
• Office 365
• Vendor Management
• Documentation
• SharePoint
• Business Process Standardization
• SAP
• ServiceNow
• Application Design & Development
• Change Management
• Lean / Six Sigma Project Methodology
• Software Evaluation, Selection & Installation
• Merger, Acquisition & Divestiture IT Support
• Installations, Conversions & Upgrades
• Off-Shore Organization Start-up & Management
• Process & Procedure Development

PROFESSIONAL EXPERIENCE:

Confidential, Latrobe, PA

Manager, Collaboration Operations & Service Management

Responsibilities:

• Manage the Collaboration Operations team supporting Office 365. Additionally, manage the Service Management team supporting ServiceNow in the cloud .
• Provide support to 8600 email users globally.
• Partner with Global Supply Chain on vendor contract negotiations. Manage Microsoft Office 365 Licensing, Microsoft Cloud Premier Support, and ServiceNow contracts. Conduct weekly / monthly vendor meetings to ensure SLAs are met, operational issues / ticket are resolved, and review new technologies / features.
• Implemented Skype for Business Public Instant Messaging (IM) and Meeting Collaboration.
• Replaced AT&T Conferencing with Skype for Business Conferencing saving $150,000 annually.
• Managed the Office ProPlus Office 2016 rollout and coordinated Office 2016 testing with other applications.
• Managed the implementation of Microsoft Rights Management Services (RMS), Exchange eDiscovery Center in SharePoint, Auto Signature Disclaimer & Social Icons, and Yammer Directory Synch & Single Sign-On.
• Transitioned the provisioning of company owned mobile devices to an outsourcing partner, resulting in a savings of approximately $140,000 annually.
• Provide weekly team scorecard updates to IT Executive Management.
• Provide Mergers & Acquisition (M&A) collaboration related support.
• Designed Service Catalog items in ServiceNow to streamline ticket resolution and standardize processes.
• Facilitate monthly ServiceNow Governance Committee meetings to ensure enhancements are reviewed, dispositioned, prioritized, and completed to provide improved functionality.
• Responsible to ensure ServiceNow is upgraded to the most current release available.
• Managed the implementation of the ServiceNow App on mobile devices and SMS (text) notifications.

Manager, Program Management

Confidential

Responsibilities:

• Managed and monitored the IT and Business Projects Portfolio at the major milestone level. Ensured on-time and on-budget delivery of projects by providing project management oversight and mentoring of Project and Resource Managers. Responsibilities also included implementing stage gate improvements to the IT Project Management Methodology and providing portfolio / project status reporting to various levels of IT management.
• Managed a cross-functional Enterprise Collaboration & Cloud Computing project team chartered to implement Microsoft Office 365 which included the conversion of 6600 employee mailboxes from Lotus Notes to Outlook, 50 Quickr sites to SharePoint, and 8 Lotus Notes Domino Applications to SharePoint. Also, managed the implementation of Active Directory Federation Services ( ADFS), Directory Synchronization (DirSync), and Forefront Identity Manager (FIM) required to support O365.
• Directed the initiative to re-design and formalize Confidential ’s five Stage Gate project development methodologies.
• Provided portfolio and project management, including cost / benefit analysis, design, scheduling, manpower allocation, milestone tracking, testing, documentation, implementation, and post go-live support. Projects routinely exceeded $1 million in capital and expense expenditures. Activities were accomplished utilizing a five Stage Gate Lean / Six Sigma methodology.
• Designed a SharePoint Project Tracker Portfolio Management application to track projects, also managed the development and implementation of the SharePoint application.
• Managed the Project Portfolio; ensured new projects entered into the Project Tracker are approved priority projects; conducted monthly Project Portfolio reviews / updates with IT Leadership; managed capacity planning, and assisted with resource planning. Additionally, created project Sharepoint sites.
• Responsible for the Project Stage Gate process; hosted the weekly meetings with IT Executive Management to review projects and approve the move to the next gate, provided Project Management Office (PMO) feedback on project’s Stage Gate forms to ensure standards / processes were followed, reviewed Stage Gate templates each quarter and made improvements as needed, reviewed / updated all Stage Gate training documentation each quarter, provided assistance to Project Managers with their project's Stage Gate forms.
• Developed and conducted Project Management training classes for IT employees.
• Project Manager for SAP Profit and Loss Reorganization project which consisted of a cross-functional team that changed SAP to report sales by product instead of customer.
• Managed an M&A Email Migration project of 900 end-user mailboxes.
• Managed all aspects of a site decommission / closure as part of an overall consolidation of sales offices.
• Served as IT Business Owner and Project Manager for the global SAP Change Request Management (ChaRM) implementation to institute a formalized release management process for all SAP systems based upon defined maintenance cycles, as part of the enterprise wide ECC 6.0 reinstall / upgrade. Utilized Confidential Quality Center (HPQC) software to develop test scenarios and track the status of user testing for the ECC 6.0 system. Developed ChaRM end-user documentation utilizing the U-Perform software environment.

Manager

Confidential

Responsibilities:

• Improved the Support Center’s abandoned call rate from 14% to less than 2%.
• Implemented standard operating procedures, customer service improvements, and KPI metrics.
• Improved first call resolution rate and customer satisfaction by implementing Service Level Agreements (SLA) with the Business units, pro-active call monitoring, call statistic evaluation, and enhanced agent training.
• Designed, implemented, and marketed an improved internal customer web entry of IT requests process which decreased incoming GSC calls by increasing customer entered web tickets from 10% to 48%.
• Responsible for managing Global IT overall customer satisfaction, including support of all IT requests from the CEO and Vice Presidents. Designed and implemented an annual Global IT Customer Survey, summarized the responses, and presented results along with actions for improvements to IT Executive Management.
• Developed an IT Helpful Hints Knowledgebase and Lunch-n-Learn training sessions for the business users.
• Researched and evaluated outsourcing options for Confidential ’s Global Support Center (Helpdesk).
• Responsible for supporting the Remedy Request Tracking System, including the design / development of new features. Designed & developed Crystal Reports to present ticket and customer survey data to IT Executive Management.
• Co-developed, directed, and produced an IT Transformation video.

Manager

Confidential

Responsibilities:

• Worked directly with the CIO to prioritize projects, maintained the project portfolio, and generated project tracking reports.
• Collaborated with Executive Management and business unit Vice Presidents on strategic planning and corporate initiative development. Presented IT Project status updates to corporate officers at the quarterly Executive Management Committee meetings.
• Monitored and tracked projects, confirmed benefits and project impact with the Business, tracked Lean savings, and provided status updates to IT Executive Management.
• Managed IT regulatory compliance, which included the Sarbanes Oxley compliance and audit process, and ensuring 100% adherence to corporate and Global IT Governance policies.
• Managed the development, maintenance, and communication of all Global IT Policies and Procedures.
• Responsible to manage, track, and ensure responses were provided for all Global IT related internal and external audits findings.
• Managed the Global IT internal talent development process to ensure the right employees had the right training at the right time. Measured training targets and performance to the department goals.
• Responsible for the development, monitoring, tracking, and communication of IT vendor evaluations.
• Designed, developed, and managed the Business Ethics and Conduct Center (BECC) reporting system.
• Represented Global IT in various Confidential activities such as the Corporate Communication Committee, IT United Way Representative, and Pandemic Preparedness Committee.
• Responsible for all Global IT Communications, editor of the monthly IT Newsletter, planned and organized the semi-annual Global IT off-site meetings, and presented project status updates at the meetings.

IT Consultant, Staff Analyst, Project Leader

Confidential

Responsibilities:

• Application team leader for internally developed order processing and inventory management systems, as well as application lead for the initial SAP R3 implementation at Confidential . The SAP implementation included approximately 20 countries and 7,000 named users spanning four years with a budget of $15 million.
• Designed and developed SAP Contact Management and Inventory Availability applications.
• Responsible for the Disaster Recovery / Business continuity for all enterprise applications. This encompassed requirements definition (i.e. application criticality, acceptable outage, etc.), and conducting the yearly readiness testing of the selected “hot site”.
• IT team leader for the business system integration in Belgium, Netherlands, and Germany during Confidential ’s acquisition of Hertel, a global competitor based in Germany.
• Collaborated with key business contacts to identify business needs in the order processing and inventory management systems; analyzed requirements and created detail designs, directed programming staff, and coordinated testing and production implementations.
• Developed Confidential ’s Business Systems Support Development Methods and Procedures manual.
• Application lead for the roll-out of the internally developed order processing and inventory systems to all global locations (Europe, Canada, and Mexico) to provide a single global view of customers, sales and inventory.