IT Organization Leadership

Adaptive leadership style with the discernment to identify and come alongside those that need ongoing development and support while offering the autonomy for trusted resources to apply their creative ingenuity to solve business challenges. Committed to equipping teams with training/tools for growth and advancement.

Solution Delivery with Value-Based Business-Centric Focus

Proven history simplifying the complex and cutting through the clutter to drive initiatives that bring business value. Adept at clearly articulating big-picture ideas and translating them into actionable strategies that foster buy-in and directly align with shareholder objectives.

Professional Experience

Confidential

Senior Program Manager Project Manager Executive Technology Consultant

Lead project teams comprised of cross-functional, vendor, and client resources in all aspects of technology-driven transformation initiatives. Engage business executive teams and client stakeholders as strategic liaison to craft and execute programs. Present IT solutions in non-technical terms focused on business value to client leadership. Plan and manage IT project and program budgets of up to 3.5M.

Key Engagements:

• Capital One: Brought into IT organization as Scrum Master to execute on program-focused strategy using Scaled Agile Framework SAFe methodology of application development and delivery.
• Horizon Healthcare Innovations: Guided teams of up to 12 through 6 concurrent technology projects for Horizon's Big Data Program focused Business Intelligence BI and Data Warehousing supporting 150 analysts in 24x7 setting.
• Transformed performance of Informatica development team that could not deliver projects on time/budget.
• Shepherded development team in transition from Waterfall to Agile Scrum, remedying long delivery cycle times and improving overall product quality and user experience.
• Completed 2 major projects in expedited 4-month span, meeting tight budget requirements.
• Enabled exponential user base growth of SAS Enterprise BI solution through deployment and upgrade of key applications, including SAS Stat, Enterprise Miner, LSF Scheduler, APM, and AMO.
• Defined corporate standard for Business Intelligence projects through collaboration with Service Department in planning and execution of BI Dashboard Project.
• American Water, Inc.: Recruited as Program Manager to lead enterprise project management portfolio initiatives, including 3.5M video security system upgrade and deployment of 4 critical SAP HR module interfaces.
• eMaint Enterprises: Served as Scrum Master/Software Product Manager, using Agile Scrum to accelerate release cadence for re-design/development of Cloud/SaaS-based Computerized Maintenance Management System.
• Consolidated Logistics Transportation: Merged 2 distinct transportation companies with 5 legal entities into cohesive business by creating and executing a multi-year project plan to deploy unified technology systems and processes. Oversaw sourcing, selection, and integration of transportation management system with finance, accounting, billing, and reporting platform. Led digitization of paper-based document solution.

Confidential

Information Technology Director, IT Service Management

Progressed to roles of increasing accountability. Served as Director of IT Desktop Support with technical team of 18 supporting 8K remote and campus-wide users. Advanced in 2005 to Director of IT Support Services encompassing Desktop Support plus Network Operations Center NOC and IT Service Desk teams with 42 total reports. Oversaw IT service management programs and led strategic process improvement and operational enhancement projects. Planned and managed IT operations budget of 2.8M with separate capital and project budgets.

Organizational Leadership: Led restructuring of support team and realigned priorities.

• Infused culture of responsiveness and customer-centric quality.
• Restored reputation of IT support organization with performance excellence and accurate metrics reporting.

Strategic Program Management: Led a series of high-profile initiatives impacting technology performance.

• Directed enterprise-wide upgrade of more than 8K workstations on time and within 8.5M capital budget.
• Spearheaded delivery of key project 5 months ahead of schedule and within 1.3M budget to deploy laptops, Citrix remote services, and mobile WAN to 500 remote sales representatives.
• Improved accounting of 20M in IT assets by deploying physical asset management system and mapping detailed asset acquisition, implementation, and disposition processes.
• Earned approval of executive team to overhaul campus-wide printer presence, reducing footprint by 50 during equipment refresh while improving quality and support services.

Continuous Process Improvement: Drove automation/streamlining of hundreds of manual processes and functions, including core NOC monitoring and alerts.

• Optimized core metrics KPIs/SLAs to improve IT operations support services, increasing first-call resolution FCR from 72 to 92 while eliminating half of calls escalated to Tier II technicians.

Application Development Manager

Coordinated team of up to 15 in all facets of application development. Oversaw engagement with business stakeholders to define requirements, create technical specifications, and manage ongoing communications/status reporting. Directed development, QA testing, validation, implementation, and application support.

Team Building Leadership: Recruited, assembled, and coached application development team, growing it quickly to 15 top-notch resources capable of meeting a wide array of business needs.

Application Portfolio Transformation: Managed a portfolio of mission-critical business applications, Loan Servicing call center systems, and financial data exchange solutions.

• Took on challenge of managing core applications that grew from 26 to 50 in just 2 years.
• Developed strategies to standardize and enhance highly fragmented collection of home-grown, vendor, and commercial off-the-shelf COTS solutions into unified application stack.

IT PMO Manager

Cultivated relationships with internal/external stakeholders. Directed project management teams in defining scope, milestones, and deliverables, as well as setting priority levels of key technology projects. Guided identification of business needs and development of solution strategies. Oversaw management of projects through all lifecycle phases.

PMO Launch: Selected to strategic team that developed and established formal Project Management Office PMO .

• Defined PMO processes/governance structure for project reviews, change control, and external project oversight.

Business Opportunity Expansion: Spearheaded turnaround of PHH strategic initiative to expand into new lines of business.

• Led 40-person technical team in successful solution design and delivery of 2.1M project.
• Transformed entrenched attitudes to reverse course, achieving success after legacy of failure by other teams.

Confidential

Application Development Manager IT PMO Manager

• Led 18 project managers and business analysts in application development programs.
• Standardized development/PM methodologies as well as executive communications and reporting template.

Confidential

Technology Leader Commissioned Officer O-3

• Authored proposal detailing IT infrastructure solution for annual Joint Exercise costing 2M.
• Recognized by Leadership Command for solution innovation, and led deployment for just 400K.