SUMMARY:

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

AREAS OF EXPERTISE:

• ITIL Vendor Management Operations Management Maven Link
• Project Management Configuration Management Release Management
• Program Management Change Management Outsourcing Management
• Help Desk Management Disaster Recovery Data Center Relocation

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.