Manager, Information Technology Resume

SUMMARY:

Analytical and solutions - oriented IT Manager / Architect with over 20 years of experience in IT Service Management (ITSM), Microsoft, AWS software consulting, DevOps, solutions design, process flow design, and technical best practices within the public sector, financials, telecommunications, software, and pharmaceutical industries.
Proven mentor and training with expertise in communicating across organizational levels and with cross-functional teams to drive shared vision and foster culture of excellence.

AREAS OF EXPERTISE:

PROFESSIONAL EXPERIENCE:

Confidential

Manager, Information Technology

Managed IT Operations and technology infrastructure, identified, designed, and implemented ITSM and Cloud computing technology (AWS) and creative business solutions for Hifinite and its partners.
Managed intranet and internet operations across multiple availability zones.
Designed and implemented corporate data policies and procedures for compliance with HIPAA regulations.
Implemented ITSM SaaS solutions like Service Manager, Cherwell, Salesforce.
Implemented software applications on AWS, Azure, SQL and VMWare platforms.
Helped craft service level agreements for software services and deliverables.
Led teams of onshore and offshore consultants and managed talent pool and financial requirements of projects.
Implemented solutions and created and delivered customer training.
Experienced in MS Project, MS Visio and Office 365.

Confidential

Lead Technology Consultant / Program manager

First point of contact for product development teams to gain insight into customer’s specific enhancement requests, and their prioritization.
Created client facing content for proposals and presentations; provided thought leadership in IT service management (ITSM) and identified new opportunities assisting with pre-sales process.
Provided strategies based on ITSM/ITIL methodologies to identify client needs and achieve goals.
Provided technical consulting and sales support services to generate leads for upsell as part of pre-sales proposals and completed Statement of Work in partnership with deal team.
Created business test cases from analyzing business, functional, system requirements and diagrams during the design phase of projects that achieved 100% accuracy of the goals the business wanted achieved.
Delivered Return of Investment (ROI) analysis, Total Cost of Ownership, Governance, and cost benefit analysis.
Defined and implemented Service Management Office concept to IT Organization for interfacing with process owners and business.
Created data exchange between application servers, load balancers, databases and Cloud systems.
Generated reports from ITSM data to measure service quality, responsiveness, call metrics and overall IT and system performance.

Confidential

Sr Consultant

Interpret business objectives from conceptual into functional specs as Liaison between Business and Engineering.
Established strong relationship with key client stakeholders and managed Service Level Agreements (SLAs) and oversaw all client related interaction and vendor management.
Responsible for project management including planning and implementing ITIL/ITSM work flows.
Facilitated “requirements and design” workshops with key stakeholders to achieve cross-functionally for system enhancements; prioritized accordingly based on company objectives.
Analyzed and maintained all reported project activities including design, development, testing, user training, deployments, and post “go live” support.
Implemented Remedy and Peregrine Service Center ITSM tools for enterprise customers.