SUMMARY

• Dynamic leader with proven expertise in Information Technology Management with a strong emphasis on Project Management, IT Service/Delivery Management, Business Management and people development; strong interpersonal, communication, analytical and organizational skills.
• Established record of increasing profitability by streamlining operations staff and infrastructure.
• Technically proficient in areas ranging from client/server to data center operations.
• Experienced in building delivery teams to implement strategic objectives, focusing on the determination of the appropriate staffing levels and skill sets, motivation and career development, and the implementation of process and methodology throughout the organization.
• Excellent ability to direct projects, ensuring customer service expectations are met or exceeded, scope changes are facilitated, risks and issues are resolved, and deliverables are produced on time and on budget.

PROFESSIONAL EXPERIENCE

Confidential

IT Delivery Manager II

• Managing multiple software development/enhancements projects.
• Maintaining responsibility for all aspects of Project management including project Initiation, cost estimation, requirement gathering, planning, resource management, budget tracking and forecasting, execution, change management, metrics reporting, project control, implementation and close - down.
• Tracking project status, creating project status reports and reporting status to all project stakeholders.
• Coordinating release schedules, resolving project and production support issues with the project team, support team and customer.
• Managing projects including creating and maintaining the project schedule, identifying and mitigating risks, driving task execution, and leading regular core team meetings.
• Regularly communicating projects status to leadership at various reviews and operating-mechanisms.
• Developing strong stakeholder relationships and working with cross-functional teams in an effort to drive project execution on-time, on-budget and within specifications.
• Working with functional managers to ensure functional core team member is leveraging the experience and best practices that exist within each function.

Confidential, Southfield, MI

Service Availability Manager

• Analyze Operations data, utilizing Availability Information Management System (AIMS). Identify trends/innovations and/or enhancements to infrastructure or applications. Create/maintain appropriate documentation regarding researches and analysis performed.
• Oversee implementation of preventative actions which resulted in significant reduction in infrastructure and client applications incidents.
• Analyze, plan, measure, and improve all aspects of the Systems Availability for confidential, ensuring that all IT Infrastructure, Processes, Tools, Roles, etc. are appropriate for the agreed Service Level Targets for Availability.
• Analyze incidents trend and provide recommendations to improve infrastructure availability.
• Review and approve infrastructure changes including Mainframe, Midrange, Middleware and SAN/NAS.
• Lead enhancement projects for Tivoli Business Service Manager.
• Developed Availability Management (AvM) template and manage a cross functional client sustain teams to establish applications AvM and Capacity Plans.
• Provide AvM FTE sizing for new IBM GTS contracts.
• Review and approve AvM Process Interface Manual for new contracts.
• Review and validate SLA data for final monthly account report.
• Participate in the diagnosis of availability related incidents, review and approve Root Cause Analyses (RCA) and preventative actions (PA), tracking PA implementation and communicate across the organization.
• Maintained and documented a schedule of tests, with client participation, for all resilient and fail-over components on a semi-annual basis.
• Led ITIL Foundation training for internal Operations.
• Led account specific ITIL processes training for transitions to India.
• Reviewed and authorized change requests for ACE Health Insurance account.
• Developed and implemented Business and Technical Assessment Form for Ally account.
• Audited India Incident/Problem Teams - IT Governance Services for Confidential account.

Confidential, Detroit, MI

GTO TSS, Global Production Control, Change and Release Manager

• Change Advisory Board (CAB) Manager - approved all changes to Production environments for applications hosted in outsourced (HP and IBM) Data Centers in North America, UK and Germany.
• Developed Change and Release Management Process documentation to streamline corporate processes.
• Established deployment to production policies for development teams (in-sourced and out-sourced).
• Developed Change Management Guide for ResCap BU to streamline corporate processes.

Confidential, Southfield, MI

IT Operations Manager

• Managed and supervised suppliers responsible for daily operation of voice, data, distributed, mainframe, and web hosted networks/applications/infrastructure. Directed the performance of suppliers responsible for network planning and management, local and remote network hardware installations, network production support activities and proactive network monitoring functions.
• Managed employees and contractors performance. Supervised Vendors application Sustain activities.
• Managed the overall change process ensuring that established standardized methods and procedures were used for efficient and prompt handling of all changes. MIC CAB Manager - reviewed and approved change requests, validating that Change and Release Management processes were being performed effectively and consistently by all performing suppliers.
• Served as MIC BU Operations budget owner and voting member in confidential Global Vendor/Operations Governance. Served as project tollgates stakeholder for MIC ITG Operations.
• Reviewed and approved RCA; approved corrective actions; tracked and validated those preventative activities and communicated across organization.
• Managed deployment activities for Web, Distributed and Mainframe applications related projects.
• Managed Disaster Recovery scheduling and testing.
• Interviewed and hired new personnel.
• Managed medium to large scale application development, enhancement and infrastructure projects in an outsourced environment using SDP Methodology.

Confidential, Southfield, MI

IT Manager

• Managed multiple technologies and computer platforms to support CGIs strategic business initiatives.
• Managed infrastructure projects - servers’ consolidation for data center and WEB enabled applications.
• Developed configuration management plan and change control management procedures.
• Managed technical team, set performance expectations and evaluated personnel performance.
• Interviewed and hired technical personnel; managed operations budget.

Confidential, Southfield, MI

Program/Project Manager - Information Specialist

• Maintained responsibility for all aspects of project management including project initiation, cost estimation, requirement gathering, planning, resource management, tracking, execution, change management, metrics reporting, project control, implementation and close-down (CMM Level3).
• Coordinated release schedules, resolving project and production support issues. Managed infrastructure projects (IP transition, database and OS upgrades, etc.) for MIC account.

Confidential, Southfield, MI

ISS Assistant Manager

• Designed and deployed office network for remote locations.
• Consulted Help Desk team in problem solving. Wrote technical policies and procedures.
• Interviewed, hired, trained, scheduled and monitored technical personnel.
• Developed comprehensive summary metrics reports for senior level management.

TECHNICAL SKILLS

• IBM MAXIMO (ISM
• TSRM)
• Service Now
• HP OpenView Center / Peregrine Service Center
• Lotus Notes
• Tivoli Business Service Manager
• SharePoint
• MS Office
• MS Windows
• Citrix
• MS Project
• Clarity
• MS Visio
• MQ Series
• WebSphere
• Test Director
• Caliber
• BEA WebLogic Server
• Java
• Oracle 9i/10g Database
• Sybase SQL Database Server
• MS SQL
• PVCS
• TCP/IP
• FTP
• SFTP
• Secure Copy
• SSL
• MD5 Encryption
• Unix/Windows Security (Authentication/Authorization)
• Network Monitoring Tools
• Ipswich - WhatsUp Gold
• Sun Solaris 8/9/10
• Tru64
• Red Hat Enterprise Linux ES3
• Debian and SUSE Linux
• HP-UX
• IBM AIX; SUN Midrange and High-End Servers (SUN Fire V & E series
• Ultra)
• EMC Storage. AS/400
• IBM 2064-1C6 Mainframe
• Z/OS for MVS
• HP ProLiant DL and 9000 Servers.