PSO Manager/Project Manager/Implementation Manager Resume

SUMMARY:

Accomplished Manager with the proven ability to manage and run IT Operations, IT Technical Services, and cross functional Project Teams.

AREAS OF EXPERTISE:

WORK EXPERIENCE:

Confidential

PSO Manager/Project Manager/Implementation Manager

Responsibilities:

Streamlined the Project Process that reduced delivery time on projects
Managed, Trained and Provided Guidance to Project Managers
Plan and implement national restaurant POS system installations
Capture project requirements and translate into detailed instructions and tasks
Create and execute project plans, revise as needed
Identify possible compatibility issues between new planned purchases and existing equipment/software
Collaborate with customers throughout the project to inform them of status
Solicit additional information needed to coordinate with planned changes.
Coordinate with onsite and remote staff in execution of project tasks
Coordinate schedules to ensure availability of equipment, personnel and other resources
Ensure projects remain within approved budget
Improved Project Management utilities within Quick Base
Implemented Maven Link Project Management Application

Confidential

Lead Support Analyst

Responsibilities:

Coordinate support activities within the applications group to ensure their efforts aligned with business needs.
Manage Change, Incident and Problem Management in accordance with established company policies using Service Now and standard ITIL processes.
Oversee third party offshore support efforts and various cross functional teams in regards to Change, Incident and Problem Management.
Participate in weekly Production Readiness Reviews to ensure projects were met milestones, dependencies, timelines and budgets in accordance with established processes.

Confidential, Dallas, Fort Worth

Change and Configuration Analyst

Responsibilities:

Provided analysis and reporting on configuration items for the Change Management Group to ensure accurate, up to date information was shared with other Service Management practices and cross functional teams.
Served as an intermediary between Change Management and Configuration Management groups. Responsible for the communication/follow - up for configuration exceptions on change management tickets with end users following standard ITIL processes.
Assisted Fidelity with completion of their Phase I ISO 20000 and ITIL Certifications.

Confidential, Dallas, Texas

Manager Corporate Infrastructure, Outsource Operations and PC Support

Responsibilities:

Managed delivery of operation and infrastructure services provided by multiple outsource vendors (EDS, ACS, AT&T) to ensure full benefit of contractual agreements totaling over $23 million annually
Was directly responsible for performance of the Desktop Support Group, Mainframe Operations Group, Internal Server Operations, Vendor Management, Internal Help Desk and Disaster Recovery
Saved over $1 million per year in OPEX by evaluating operational services, identifying associated price/performance inefficiencies and opportunities to exploit newer technologies
Improved operational processes that increased corporate server uptime from 95% to 99.9999% within two years, which resulted in significant improvement in internal customer satisfaction
Introduced VMware that optimized server capacity in the corporate environment, significantly improved new server setup times and reduced cost associated with new server implementation
Saved over $1 million/year by introducing multi-tiered storage into our operations
Reduced cost over $900,000 by implementing a Common Application Environment
Implemented service management processes including Capacity Management, Patch Management, Backup Management, Change Management, Configuration Management, Problem and Incident Management based upon the ITIL framework.
Maintained the Configuration Management Data Base to effectively predict the impact of changes and ensure future changes would not cause unexpected interruptions of service.