SUMMARY:

• Drive Team Effectiveness | Ensure Project Success | Manage SaaS Program Resources
• Exceptional analytic and creative problem solver, crisis manager, and team builder across a matrix managed environment, who sets clear objectives, and interfaces effectively with all levels of management, using process improvement, project/program management, business presentation, coaching and mentoring skills.
• Proven management experience with a track record of success in a complex environment.
• Experienced service delivery manager with proven strong leadership abilities, knowledge of the SDLC (Systems Development Life Cycle) who consistently meets or exceeds target dates within resource and budget constraints.
• Expert in articulating complex processes, procedures, and issues into clear, understandable, actionable, planned, and repeatable operations.
• Established manager with outstanding analytical skills and consensus builder with excellent written and verbal communication skills.

PROFESSIONAL EXPERIENCE:

Confidential

Infrastructure Project Manager, Charlotte, NC

Responsibilities:

• Serving as PM for infrastructure projects to build out 30+ development and production environments.
• Managing the development of a clustered .NET environment and the development and migration of 3 applications.

Confidential, Boulder, CO

Delivery Program Manager

Responsibilities:

• Built and improved customer relationship by managing expectations, effectively communicating technical components of projects to the client at appropriate levels of detail for the audience, while establishing, maintaining and communicating clearly project objectives, defined deliverables, and delivering positive results.
• Led the delivery of Ameriprise projects and services SaaS and IaaS with complex work streams.
• Provided guidance and hands - on leadership to matrixed team, working collaboratively to build consensus and ensure successful execution and delivery of assigned projects, prioritize resources, and maintaining tactical focus, while adhering to best practices, strategic business goals, and contract deliverables.
• Collaborated with support and change control teams, reviewing, vetting, and approving changes, including HW and SW roll outs and migrations, network, code upgrades server, network, and storage devices, storage migrations, allocations/de-allocations, and environment decommission changes.
• Provided storage service line roadmaps to the account team highlighting new technical and service delivery changes for the upcoming year.
• Managed planning, roll out and integration of numerous tools including Dynamic Automation, Fabric Vision, TPC, and Hardware/Software HW/SW Currency, ensuring timely implementation, managing risk and potential loss of revenue through accurate monitoring of key performance indicators and firmware levels of storage devices.
• Participated in budget forecasting, financial planning sessions, and negotiated storage rate changes resulting in a $240K cost reduction for the client cost.
• Developed billing policy establishing consistency for Network Attached Storage NAS rates across the CMSS offering, producing a repeatable documented business process for all of CMSS customers using NAS.
• Directed Confidential internal US and global service teams, 3rd party vendors, and field engineers managing and providing Storage Area Network SAN and NAS storage support and services in 24x7 matrixed environment, including application, server, storage, and tasked to provide guidance during problem solving sessions.
• Teams under my guidance have passed all security and compliance audits SOX, SDLC, GSD331, and ITCS104 standards over the last 6 years.
• Managed and collaborated with IT infrastructure teams in a complex environment to monitor and ensure adherence to project delivery standards and goals.
• Managed projects using best practices in line with PMP standards, appropriate IT methods and PMO Project Management Office approved management styles Waterfall and Agile to identified client needs based on a thorough knowledge of CMSS policies, practices, and systems.
• Worked across Confidential organizational service lines and with 3rd party external vendors, building team relationships and partnering in business processes and initiatives to improve efficiency and reduce delivery times for new HW.
• Initiated and facilitated bi-weekly “Cross Service Line” meetings, bringing together account and delivery team resources, business, and technical, reporting and addressing business issues and technical challenges, and building consensus thereby shortening project delivery times.
• Regularly provided oral and written business presentations and action plans, i.e., project status reports, cost benefit analysis of projects, KPI metrics, and storage health to executives and committees.

Delivery Program Manager

Confidential

Responsibilities:

• Ensured client satisfaction by constructing partnerships between Account Team Delivery Project Executive DPE, client, vendors, and sub-contractor organizations, and managing both project implementation and day-to-day storage support of over 7PBs of storage on SAN, NAS Confidential XIV, EMC VMAX NSeries Storage with Portable Storage Media and Backup and Restore services across 4 major data center sites.
• Improved Confidential customer satisfaction which turned green for the first time since outsourcing to Confidential .
• Partnered with Storage DPE for Confidential to review and document Statement of Work (SOW) details as well as multiple server teams (domestic and global), documenting, tracking, and driving issues and tasks to closure.
• Developed Joint Advisory Council (JAC), increasing communication, teaming and collaboration with the Confidential account team.
• Managed the billing process transition for Confidential from a manual process to the CMSS standard billing tool.
• Managed a matrixed environment of both Confidential and Vendor Storage and Backup personnel in the U.S. and India.
• Attained green SLAs on all Tiers and Storage platforms.
• Managed cost and scheduling of service resources and deliverables in support of Confidential and Confidential Account Teams by identifying growth opportunities and contract profitability. Reviewed monthly billing, resolving issues by working across service lines and reducing customer costs.
• Provided leadership in customer facing role for highly visible and complex Flexible Storage project, critical to customer, achieving positive feedback from Account for successfully partnering across teams and service lines.

RISC UNIX System Administration Team Lead

Confidential

Responsibilities:

• Awarded Confidential North America “October 2007 Service Excellence” award for transitioning project behind schedule and in jeopardy of impacting delivery of $10B in daily wire transfers to on schedule with on time completion.
• Received Confidential North America “June 2007 Service Excellence” award for delivery of production-ready environment for Global Trade Finance project, requiring compressed delivery cycle. Led teams and managed resources, completing project deliverables and maintaining day-to-day environment.
• Administered large, diverse enterprise environment, consisting of 800+ systems.
• Managed data center decommissions and server transition initiatives, tracking milestones and providing status reports during company outsourcing.
• Created process improvements for gathering, monitoring, and reporting system performance data across the server environment, analyzing the raw data to provide constructive insights and recommendations to leadership.
• Reviewed system performance data, proactively identifying and addressing potential issues across various UNIX platforms.
• Supported WebSphere MQ series middleware for 5+ years.

System Administrator

Confidential, Chicago, IL

Responsibilities:

• Partnered with business application teams, managing expectations, and developing viable solutions, meeting service delivery needs requests, while staying within boundaries of team's resources and budget constraints, while providing necessary administrative support.
• Scheduled and ran backups and restores via NetBackup and OS file system backups via shell scripts, system.
• Wrote scripts to audit systems and provide static snapshots, documenting current states, as well as gathering key information necessary for system rebuild.
• Automated tasks and provided tools for Operations Team, performing routine activities and improving performance and consistency within environment.
• Created training opportunities for team members, by locating and identifying untapped funding sources and working with vendors to provide education opportunities.
• Provided support for security and regulatory consultants auditing the data center and server environment.