SUMMARY:

• Transition & Transformation Management
• Seasoned professional with 15 years of enterprise technology/business management and hands - on network systems experience.
• Thorough knowledge and effective execution of company data center/contact center programs, projects, and operations within state-of-the-art Internet/intranet infrastructures (Network, Telephony, Infrastructure, Databases, Applications, & Web).
• Proven communication and presentation skills used to advise int/ext stakeholders.
• Management expertise spans multi-organizational/simultaneous projects.
• Managed, trained and coached technology and business teams with array of tools and techniques.
• Proactive initiator and collaborator with drive productivity and improved customer relations accomplishments.
• Business professional with budget analysis, forecasting, financial statement planning and reporting.
• IT consultant with network systems convergence and operations improvement.
• Consistent adaptor to new environments and rapid change utilizing experience, common sense, wisdom, & logic.

EXPERTISE AREA:

• Overall Program Management of all Projects.
• Business/Technology Strategy Management
• Risk/Issue Management
• Deliverable/Dependency Management
• Change Request/Control Management
• Program Plan Management
• Repository Management/Administration
• Command Center Planning/Management
• PMO Planning, Structuring, Monitoring
• Process Engineering
• Team Building & Corporate Presentations
• Complex Deliverables Matrix Management

• Scope and Project Definitions & Analysis
• Strategic Business Continuity/DR Planning
• Contract Development & Negotiations
• Total Quality Assurance Management
• Documentation, Meetings, Reports
• Planning, Structuring, Leading, & Monitoring
• Team Building & Corporate Presentations
• GRC/SOX Compliance
• PMI/TPM Methodologies -ITILv3/ISO Process
• Network & Systems Mngt., VoIP, Cloud, ISP
• Client/Server Problem Solving/Analysis
• IT Security & Server Virtualization
• Disaster and Recovery Planning
• SAN/DAS/NAS/RAID/DLT Storage Technologies
• Database Management Systems
• Reliability & Availability Engineering
• Web/New Media Systems Deployment
• SAP/Application Deployment/Transitioning

TECHNICAL SKILLS:

• Network Circuits
• Microsoft Windows Compliant Servers / Clients
• Cisco Routers/Switches
• Xerox Fiery & Docutech
• Print Servers
• Cabletron Hubs
• Repeaters/Bridges
• Modular Jack Panels
• Firewalls
• ISDN adapters
• Wireless Access Points
• LTO-5 & DLT Backup Drives
• DAS/SAN/NAS/RAID/DLT
• Smart UPS Devices
• Switch Boxes

• MS Windows Server
• Genesys CME
• Citrix Presentation Server/Metaframe
• SharePoint eWFM Workforce Mgt.
• Nice Recording
• CHAMP CRM
• RightFax
• MS Project Server
• Rational Portfolio Mgr.
• Lotus Notes/Sametime
• Lotus Live Meeting
• Planview Enterprise
• Active Directory
• Avaya/Lucent/Cisco VoIP Telephony
• VMWare ESX
• SAP ERP R/3, mySAP
• SAP Basis
• Exchange
• Open Workbench
• Visio/SmartDraw
• Lotus Domino
• Dsniff
• ArpCacheWatch
• NetStat Agent
• AntiARP
• Packet Tracer
• ArcServe
• BMC Remedy
• NetManager
• NetWatcher
• NetSwitch
• Netfinity
• NetShow
• NetMeeting
• WebDialogs
• Webex
• Metaframe
• Vantive
• MS Windows:
• 7/Vista/XP
• Outlook
• Access
• Word/Excel
• PowerPoint
• Acrobat Prof.
• InDesign/Photoshop
• Premiere/Flash
• Insight Manager
• Quota Manager
• TCP/IP, IPX/SPX
• DHCP, DNS, WINS
• IOS, BIOS/DOS Arp, Tracert, Ping
• Netstat, Telnet, AppleTalk, Https UDP, VPN’s, IP
• C/C++, HTML, ActionScript

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, North Carolina

Business/Technology Program Manager

Responsibilities:

• Provided overall program management and focal point for all strategic solution delivery of two complex contact center integrations ($2.55 mil) which involved change, mitigation, risk, issue, deliverable, and PMO management of teams of project managers, business analysts, and network/application architects/engineers for major brokerage firm merger between Wachovia and Confidential during the concept, design planning and closing of each phase of the project. Responsibilities also included PlanView & Sharepoint (PMO Repository) design (administration, management, process engineering, updating, restorations).
• Also served as backfill for PMO Manager, Technology PM, Telephony PM and Applications PM’s. Provided firm committed dates, dependencies, gives/gets, and durations for plan. Worked and planned closely with multiple business and technical teams and reported information to key stakeholders (executives, customers, & teams).
• Managed teams in the controlling, executing, and closing tasks of projects for national solution delivery. Implemented and executed wide range of process engineered activities from request for proposal through development, test & delivery. Provided oversight of all test planning and scenarios, business readiness, cut-over and design.
• Chaired array of standing weekly web and telephone conference meetings to ensure contiguous communication amongst all teams.
• Updated/corrected multiple project plans, provided/received on-going status reports (internal & external), matrix management of issues, deliverables, and action items.
• Overall deliverables held accountable for were: Centralized Call Parking Infrastructure Integration, Genesys Routing, Business Reporting/Programming (MIS/WFM), SharePoint Management, CHAMP CRM Enhancements, NICE Implementation, eWFM Transitioning/Upgrading, FAX Integration, Desktop custom image development & deployment, Bil CRM Database Interfacing, Lotus Notes Migration, Softphone Integration, CCPulse programming, eWFM programming, Business Continuity Planning. Managed expenses (1-5% travel).
• Successfully completed highly complex programs of projects early within the constraints of time and technology issues.
• Successfully/proactively used tech/business experience to anticipate/plan for potential risks, issues, gaps, and disconnects.
• Provided structure to 2 Programs simultaneously.

Confidential, New York, NY

Technology Program Manager

Responsibilities:

• Provided leadership for SAP and applications program of projects from initiation through completion.
• Led five cross-functional teams while managing scope, five project plans, resource plans, budgets, benefits, issues and risks. Worked efficiently and effectively communicated status, plans, issues, risks, and reports to key IT and business stakeholders.
• Innovatively cultivated insight and talent for the project.
• Organized, scheduled, and facilitated team events/standing meetings (integrators and developers). Utilized sophisticated tracking of wide array of tasks.
• Utilized knowledge of SAP R/3 & mySAP ECC (SRM/CRM/BI/ECC/SEM/SCM) and Microsoft products (Project, PowerPoint, Visio, Excel, Word, Windows Server 2003) while providing TQM and ITIL processes for SAP application (SAP Solution Manager/Roadmap, PI, & MDM) for operational efficiency (NetWeaver Application Server, Identity Management, Web Application Server (WAS)/Portal,).
• Implemented project preparation, business blueprint, realization, final preparation, Go Live & support for overall project lifecycle.
• Completed all critical milestones early; completed project early for Go-Live steady state operations within budget.
• Maintained green status and prevented scope creep throughout LC by implementing sound planning and proactively anticipating issues regarding dependencies and implementing risk impact analysis with alternatives.
• Provided total structure to project with contiguous written and verbal communication.

Confidential, New York, NY

Global Network Transition & Transformation Manager

Responsibilities:

• Provided global and national enterprise strategic network infrastructure integration and leadership for Confidential to multiple global resource teams Malaysia, India, Brazil, and Argentina, U.S. nationwide distributed states (15), incumbents ( Confidential & ACS) & subcontracted network provider-vendor.
• Provided innovative solutions for complex medium to large projects ranging from multiple circuit provisioning, cabling and demarcation extension cabling, rack and stack, network infrastructure procurement, network diagram (high level/low level) communications, build sheets, IP management, server integration, application implementation, migrations (like for like plate spin, new installs and builds), jump-point secured Citrix PS 4.5 farm and VMWare Integration.
• Implemented scripts for high availability switches and routers for failover. Provided general, key, major, and VP milestones on time.
• Provided firm committed dates, dependencies, gives/gets, and durations for plan.
• Worked and planned closely with multiple technical teams and reported information to key stakeholders (executives, customer, team).
• Managed teams in the controlling, executing, and closing tasks of projects for global and national solution delivery.
• Executed wide range of process activities from request for proposal through development, test & delivery.
• Created network and applications test case scenarios and operation readiness for maximum network QoS certification as deliverables to steady state team.
• Provided advanced technical analysis, research, testing and solutions for quality delivery.
• Integrated simplified management infrastructure for billing, commitment and service for rapid changes.
• Implemented sound processes for: facilities construction, physical & virtual servers, Cisco (VoIP)/Avaya (non-VoIP) telephony, primary and backup data centers, terminal servers, help desk, backup/recovery, disaster recovery, midrange, resources, and processes. Maintained flow of rapid transition and transformation of “clean room” facilities construction with usability & safety, according to client specifications.
• Chaired array of standing weekly web and telephone conference meetings to insure contiguous communication amongst teams.
• Updated multiple project plans, provided on-going status reports (internal & external), maintained minutes, documents & communicated comprehensively.
• Managed expenses (10-20% travel).
• Successfully transformed global network project’s red status to green; completed on time.
• Successfully/proactively used tech/business experience to anticipate/plan for potential risks, issues, gaps, and disconnects.
• Provided structure to projects.

Confidential, New York, NY

Operations Architect/Senior IT Project Manager

Responsibilities:

• Provided vision and leadership for company’s mission and goals, directing several teams within corporation.
• Provided senior management over all projects and operations. Defined complex project scopes, deliverables, schedules, and budgets.
• Provided senior project and operations management for teams.
• Designed and implemented network, troubleshooting, monitoring security, disaster recovery, and backup/restores of firm data for business continuity, firm growth, and IT reliability, availability, maintainability, and safety. Provided weekly reports to officers stakeholders.
• Conducted presentations, training, and orientation for internal staff and prospective B2B clients. Integrated innovative solutions, services and products for clients.
• Enforced corporate ethics and team spirit. Monitored inventory levels, network performance, contracts and vendor performance.
• Monitored project plans, reports, execution performance, and closings.
• Successfully developed new corporation from initiation to completion, implementing mission & strategic goals.
• Implemented, deployed and configured Microsoft Windows Server/Exchange and pertinent applications and proprietary scripts and layouts for administrative organization.
• Solidified, planned, & led company’s 16 multi-year government contracted projects: IT, new media, operations, risks, & financial.
• Provided innovative marketing tools to help increase success rates
• Provide high quality memorabilia products to clients with strategic pricing and marketing to help clients’ save money.
• Successfully directed several offices within three states.
• Drove productivity and increased company profits by 967%.
• Increased overall performance of network, systems and availability by 40% within constraints of bandwidth.
• Provided informational presentations, orientations and training to prospective and active clients (>10,000).

Confidential, New York, NY

Responsibilities:

• Successfully increased satisfaction of Confidential ’s most prestigious client (A. Confidential . Kearney) implementing change management.
• Transformed nationwide ATK offices with sound infrastructure resolutions (server/workstations) &customer relations.
• Interviewed and selected high quality system administrators, leading to 100% client satisfaction.
• Resolved high impact technical (server) issues throughout company.
• Provided solid informational presentations to business consultants and officers (> 1000).

Senior Systems Administrator/Distributed Systems Engineer

Confidential

Responsibilities:

• Managed multiple IT teams and sites nationwide for corporation’s primary account, assessing teams and recommending necessary changes. Provided role model leadership to nationwide system administrator group.
• Managed MS Windows/Exchange Server projects including configurations, development, migrations and installations.
• Managed overall schedule to ensure work was assigned and completed on time.
• Provided Total Quality Management and corrected relationships and infrastructure issues. Ensured solutions server and workstations network and system resolutions were of acceptable quality with professional follow-up.
• Utilized effective human, hardware, and software tools/resources to achieve account’s goals.
• Led, trained and coached team of systems administrators and technicians. Promoted team building to motivate staff and produce better project/operations results.
• Ensured solutions were of acceptable quality with professional follow-up.
• Executed procurement of necessary infrastructure equipment.
• Led presentations and orientations to business consultants and corporate officers.
• Managed expenses, reports and budget costs for nationwide travel, infrastructure, and client issues.
• Provided Level 2 T1 LAN/WAN Compaq/Cisco network infrastructure and systems problem solving for multiple offices. Monitored network performance for maximum infrastructure availability. Administered installations, configurations, and development of NOS/user applications. Conducted server monitoring, audits, packet captures, updates, and patching for network environment.
• Monitored network performance of Microsoft Windows servers and Cisco routers for maximum infrastructure availability reliability, and sustainability. Managed and directly provided hands-on technical resolutions for IT infrastructure issues. Administered Microsoft Windows server domains, adding and deleting user profiles/system policies. Administered configurations, development, and installations of various hardware/applications, and backup/restore processes. Provided server monitoring, audits, packet captures, updates and patches to optimize environment. Maintained all print services, configuration, and troubleshooting within network.
• Created and assigned rights to users and groups.
• Managed customer support database for maximum SLA compliance.
• Developed HTML site for system administrators.
• Improved resolution rates, and tracked 3rd and 2nd line SLA network systems customer service issues.