Project Manager Resume Profile

IT professional leader experienced in Technology Infrastructure of desktop, server, network and telecommunications, applications, Project Management, Asset Management, ITIL, and ITSM processes. Expert in forecasting capacity growth, gathering, analyzing and defining business and functional requirements total cost of ownership TCO , lifecycle replacement strategies, root cause analysis, creating global KPI metrics, trend charts, scorecards, and other decision-making tools designing/re-engineering processes, workflows and technology solutions for healthcare systems, technology infrastructure, and networks. Proven ability to lead project and program implementations and deliver next-generation technical solutions improving operational costs, quality, standardization, and workplace productivity.

Expertise Highlights

Asset Management
Problem Management / Removing Barriers
Service Desk / Incident Management
Vendor Relationship Management
Budget and Cost Management
ITIL / ITSM / SLA / Customer Service
Balanced Scorecard / KPI Metrics
Information Security / Risk Reduction
Project / Program / Portfolio Management
Employee Engagement / Staff Development

Professional Experience

Confidential

Manager, Hardware Asset Management
Sr. Project Manager
Regional Director Business Service Management ITSM
Regional Director IT Service Delivery
Project Manager II
Technical Project Manager
Installation Support Manager
Lead Micro Computer Specialist
Serve in senior roles in IT leadership for 25 years supporting the Providence Mission. Manage large-scale enterprise migration projects, construction expansions, systems conversions and performance tuning and monitoring of applications/systems. Championed and set long-range strategic direction in Asset Management. Apply Asset Management to improve support of Epic EMR Implementations.

Key Results:

Lead Cost Savings efforts that resulted in more than 1,000,000 in savings in one year. These savings were achieved while improving information security, customer service quality, and speed of delivery using fewer staff.
Championed and advocated for Asset Management / ITSM standardization to include key ITIL areas. Developed and won approval for ITSM budget. Core team leader in collaborative ITSM vendor selection process for PH S. Partnered in contract negations with CA.
Created and led IT Balanced Scorecard effort which delivered, managed, measured and reported KPIs to the business and helped drive focused process improvement efforts resulting in 5,725 fewer incidents in 2010. Drove first call Resolution for Service Desk up to 70 .
Formed active partnerships with PH S leaders and IT industry leaders from CA, Microsoft, HP, Intel, Gartner, BMC, HDI, CISCO, and EMC to improve Information Technology Service Management for PH S.
Led application performance improvement effort for Logician. Removed internal barriers for 60 cross functional IT, Business, and Vendors which resulted in a 1000 documented application speed improvement.
Led over 80 personnel responsible for managing end-user IS experience including Asset Management, Client Systems Engineering, Help Desk, Account Management, and Technicians across PH S.
Created Dave's Top 10 customer listing monthly for extra attention and negotiation of priorities with disparate competing customer Telecom requests. Created custom solutions to resolve process bottleneck issues which improved SLA performance from 48 to consistently over 95 in fewer than 6 months.
Created ISA - Automated previously manual, time-consuming processes to capture project financial data.

Confidential

Network Systems Specialist

Lead an IT Service Management team for asset management, request fulfillment, problem management, incident management, and service desk in support of multiple government agencies. Researched, evaluated, and made recommendations on technical strategies and architecture.
Key Results: new applications for usefulness across agencies
Successfully conducted root-cause analysis of chronic T-1 circuit problem. Recommended and tested changes that brought network production availability from 92 to consistently above 99 .
Automated asset management and help desk incident management. This process improvement enhanced efficiency, accuracy and allowed for trend analysis for improved problem management.
Championed and led implementation of a standardized application for all government areas being supported by my team. Resulted in 15 incident reduction saving multiple business units' time.

Confidential

Computer Systems Specialist Wideband Telecommunications Specialist

Serve as unit communication director providing effective vendor relationship management. Successfully analyzed root-cause for a national security problem and led corrective actions for Strategic Air Command.

Key Results:

Lead technology infrastructure team to maintain systems availability above 99.95 .
Awarded the Air Force Commendation Medal for dedication, outstanding technical expertise, and exceptional managerial abilities utilized extensively in process improvements.

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