SUMMARY:

• Confidential has spent his career working exclusively with Confidential 500 companies in technology, audit, and finance. Confidential has extensive knowledge of industry, technology and strategy trends and uses this knowledge to generate profitable revenue growth through continual process improvement for the companies he serves.
• For the past 9 years, Confidential has focused on being a strategic leader specializing in project management as well as creating, developing and managing service support organizations. A senior leader and adept project manager, Confidential has implemented and managed very large technology solutions and functions. He has with a proven track record of reducing costs and improving the quality of IT services as well as customer/employee satisfaction.
• Created and documented department policies, procedures, for all ITIL Service Management lifecycles and best practices.
• Created Service Portfolios and Service Level Requirement packages.
• Designed processes and work flows for availability and capacity management and IT service continuity.
• Designed processes and work flows for transition planning and support, change, release, knowledge management.
• Designed processes and work flows for incident, problem, access, event, and request fulfillment management.
• Created and managed Service Desk, Application, Technical and IT Operations Functions.
• Managed day - to-day operations of Level 1, 2 and 3 support teams, including Network Operation Centers.
• Created key performance indicators and developed reports to measure performance.
• Created Continual Service Improvement model.
• Initiated, planned, executed, monitored and managed costs associated with small, medium, large, and very large IT projects.
• Provided leadership, motivation and other skills to maximize team performance.
• Defined project teams, roles and responsibilities and the organizational structure.
• Developed project plans and schedules including complex work breakdown structures (WBS).
• Created and managed risk assessment plans and developed strategies to minimize impacts.
• Created resource plans and managed resource pools in accordance with approved budgets.
• Created project performance measurement plans.
• Superior written and verbal communication skills leading to exceptional communication plans.

KEY SKILLS AND KNOWLEDGE:

• Project Management
• IT Service Management
• Service Strategy
• Service Design
• Service Transition
• Service Operations
• Continual Service Improvement
• Application Support
• Production Support
• Network Operations Center
• IT Technology
• Disbursement Auditing
• Contract Compliance Auditing
• Purchase Order Management
• Inventory Management
• Due Diligence

TECHNICAL SKILLS:

• PLC
• SDLC
• Agile
• Cisco
• Oracle
• SQL
• Solaris
• Windows
• Unix
• Linux
• SSRS
• SQL
• Crystal
• FoxPro
• Service Now
• BMC Remedy
• BMC - Control M
• Cisco Call Manager
• Siebel
• Advantone
• Aspect
• Project
• Word
• Excel
• Access
• PowerPoint

WORK EXPERIENCE:

Confidential

IT Project Manager

Responsibilities:

• Responsible for one of the most critical, high profile application/infrastructure environments at DISA.
• Provide leading-edge technology or application solutions for strategic DoD customers.
• Design and implement processes to improve efficacy and efficiency for DISA and DoD organizations.
• Interface extensively with senior management team on business, systems, and technical issues.
• Provide leadership to other team members.
• Develop technology requirements, project plans, and client solutions.

Confidential

Senior Manager, Systems Support

Responsibilities:

• Promoted to assume responsibility for entire enterprise support organization.
• Implemented ITIL Service Management to align IT Services with Business objectives.
• Led project to implement Service Now CMDB.
• Built relationships with product owners, organization leaders and senior leadership.
• Recognized by product owners, organization leaders and senior leadership as a product champion.
• Recognized as dedicated and adding value by recognizing problems and developing solutions.
• Provided mentoring, leadership, and oversight to three support groups totaling 21 employees.
• Liaison between the Business, Super Users, IT developers, engineers and PMO

Confidential

Manager, Production Support & Operations

Responsibilities:

• Created and led companywide operational and support activities reporting directly to CIO.
• Started Production Support and Network Operations Center departments from the ground up.
• Interfaced extensively with the Confidential ’s senior management on all IT issues.
• Implemented ITIL Service Management policies, procedures and work flows.
• Provided mentoring leadership, direction, guidance to three teams comprised of 25 dedicated professionals system analysts, engineers and NOC Technicians.
• Responsible for all operational and support activities for 140 systems/applications.
• Responsible for IT Solutions to Six (6) business units and two (2) US facilities.
• Developed and maintained strong business partners and IT team relationships.

Confidential

Project Manager/Consultant

Responsibilities:

• Recruited by company President and Controller to direct a time sensitive Point of Sale System conversion and implementation.
• Led engineers in development of leading-edge Point of Sale technology solutions that resulted in profitable revenue growth for company.
• Designed, installed and implemented complex integrated inventory management solutions.

Confidential

Audit Manager

Responsibilities:

• Prepared, supervised, and executed operational, IT and financial statement audits for Confidential 500 companies in the retail and manufacturing industries.
• Evaluated internal control systems, generating recommendations to improve processes, control structure, and efficiencies.
• Audited special projects, financial statements, costs, 3rd party disbursements, contracts, compliance, and transportation.