SUMMARY:

Dedicated, versatile IT Leader with unique capabilities in managing blended technical and project resources in delivering exceptional business value to clients and end users. Deep experience in complex IT Program Management ensuring integration of multiple projects in a Multi - Service Provider (MSP) environment. Ability to holistically integrate IT and Business requirements to create industry leading solutions. Domain expertise within IT Service Management and Transition Governance. Proven track record in IT Strategy/Operations, Cloud strategy, assessment, design and transition.

AREAS OF EXPERTISE:

• IT Program Leadership
• IT Governance, Regulatory - COBIT, SOX, PCI
• IT Standards - NIST, TMF FISMA, TOGAF, eTOM
• IT Infrastructure Current/ Future State Analysis
• RFP Assessment/Response
• Cloud Integration/ Implementation Services
• IT Process Improvement - Lean Six Sigma, ITIL v3, CMMI
• Data Center Operations
• Continual Service Improvement
• SOW Development
• Government/Financial & Telecom Industries
• Mergers & Acquisitions
• Operational Excellence
• IT Metrics (SLA, KPI)
• Agile Integration
• Transition Management
• IT Strategy & Architecture

TECHNOLOGY CAPABILITIES:

Service Management Tools: CA Solutions Service Desk, BMC Remedy, Tivoli Asset Manager for IT, Heat/Ivanti, ServiceNow, Confidential Maximo, HP BSM Suite, Naavia, Amdocs BSS/OSS integration software, ISLM, IFLM

Network Infrastructure: Cisco Routing/Switching/Video products, (including Tandberg, Scientific-Atlanta) Motorola, Avaya Call Center and Messaging systems, Nortel/Lucent core networking products (now Avaya), Siemens, Ericsson, Virtualization Systems

Project Management Tools: MS Project, SharePoint, MS Office Suite, OneNote, Clarity

PROFESSIONAL EXPERIENCE:

Confidential - Atlanta, GA

Senior PMO Manager- Cloud Infrastructure Services

Responsibilities:

• End to End Program Management responsible for transition in and transition out of Multi Service Provider engagement activities.
• Ensure all contractual deliverables and milestones are completed on time, within budget and to client quality standards.
• Manage multiple projects in parallel with a budget of $5M per year and overall $25M + in revenue per year.
• Lead a team of senior project management professionals in developing risk, governance, scheduling and cost plans for successful integration into the overall Program Management Plan.
• Critical success factors include achievement of SLA requirements, submitting key deliverables on time, implementing continual service improvements, risk review/mitigation/management, governance management/execution, driving completion of architectural/technical service design integration and translation of technical aspects to clearly communicate to the executive level.
• Demonstrated ability to interact with and manage functional experts including service delivery teams, service design and architecture teams, client project teams, external service providers and 3rd party subcontractors. Influence senior client personnel and executives, in decisions with complex risks and issues.
• Lead for translating contracts and Statements of Work into solution deliverables.
• Transformation of Transition Team into an Agile based Service Integration Provider to enable enhanced delivery capabilities.

Confidential - Atlanta, GA

Senior Managing Consultant

Responsibilities:

• IT Service Management and ServiceNow lead driving the service desk transformation as well as supporting the ERP SW development team in diagnostics on multiple db failures.
• Developed the Key Performance Indicators for Incident/Change/Release/Knowledge and Continuous Improvement core processes.
• Integrated Automation to improve deployment time by 15%, including efficiencies and reporting capabilities for this top Transportation Services provider.
• Increased Call Resolution rates by 25%, initialized clear and concise executive reporting to dramatically strengthen link between Operations and executive management. Part of the client SCRUM team in daily meetings to ensure prioritization and resolution of the SCRUM tickets and issues from an IT Operations perspective.
• Integrate Lean Practices.
• ITSM Leader for top global Publishing Company in analysis and resolution of a fragmented and out of control IT Management function.
• Re-engineered end to end Incident Management process workflow resulting in 15% reduction of overall resolution times.
• Developed working plan to assess/analyze and, design workload affinities for client migration to AWS Cloud platform.
• Worked with dozens of system integration partners and Cloud Service Providers. Developed the process design requirements and system configurations for these processes into the ServiceNow software tool.
• Lead Program Manager for top European Telecom Service Provider responsible for 30 direct reports including a $35M budget.
• Established IT Governance System for all Partners and Suppliers.
• Worked in parallel with VP of Networking for this client.
• Integrated Best Practices in multi-vendor collaboration and accountability.
• Drove new services pilot solution aligning with their IT Operations infrastructure and new Cloud services infrastructure.
• Also led Lean development activities to insure alignment with production.

Confidential - Atlanta, GA

Manager- IT Service Management and Infrastructure Solutions

Responsibilities:

• Lead for the Incident Management and transformation program for a top global financial institution.
• This entailed an end to end assessment and analysis of current state processes, gap identification and development of future state roadmap. In addition, managed the Optimized Support work stream which included the Event Management, Deskside Support and Service Desk functional analysis and optimization.
• Resulted in improved First Call Close Rate (FCCR) from 36% to over 65%
• Managed a Team in designing and delivering multiple Service Management Process work streams for a major Pharmaceutical and HealthCare Corporate Separation.
• The scope includes managing the strategy, design and implementation for the Incident, Change and Knowledge Management processes.
• Worked with system integration partners, Cloud Service Providers, (AWS, Azure) client peer resources and functional organizations to educate, socialize and construct solutions adapting to the specific corporate environment.
• Developed the process design requirements and system configurations for these processes into the ServiceNow software tool. Managed SAP and ERP migration activities
• Alliance Leader with primary focus on developing and integrating the solution framework for Predictive Service Operations.
• This solution included integration to IT Service Management Best Practices based on Business Intelligence and Data Analytics that enables IT personnel to predict and prevent incidents from impacting the business.
• Piloted solution with top tier Telecommunications client aligning with their IT Operations infrastructure and Cloud services.

Confidential - Atlanta, GA

Specialist Master- Technology, Strategy and Architecture

Responsibilities:

• Managed the Capacity, Demand and IT Service Continuity assessments for a major wireless Telecommunications Provider.
• Developed quantitative industry benchmarks, applied analytical tools and incorporated Best Practices such as IT Information Library (ITIL) to establish the reference architecture. Other related, key process areas included Automation, Scalability, Resiliency, Availability and Problem Management. Findings, gap analysis, roadmap and recommendations were presented to the CIO and EVP Operations prioritized by highest areas of pain, including Cost to Achieve. Achieved a 25% savings from the current IT budget driven by reducing BSS/OSS costs and driving business process optimization
• Led the re-design of the Release and Deployment Management program for a $453B Financial Services company.
• The project scope required in depth comprehension of the existing Software Development Lifecycle, Change, Asset, Problem/Incident and Configuration Management processes. Process design mapping into the ServiceNow ITSM tool.
• Delivered a comprehensive Risk Management assessment, gap analysis and roadmap including implementation of short term enhancements.
• Recommendations involved solutions to address automation and virtualization capabilities, organizational alignment, business process integration, Continual Service Improvements and re-defining inputs and outputs to the Release and Deployment process. Successful tactical improvements led to additional $600k in contract extensions for this client as well as successful Cloud Services implementation
• As part of the recent severe economic recession, partnered with the FDIC to lead the due diligence, planning, closings and M&A activities for over 60 banking and Financial Institutions.
• This CIO-based role required significant banking systems depth and strategic planning, leading a team of 15-30 technical and operations resources in addition to existing banking operations and IT personnel. Management and oversight of $50-85B of bank portfolios over the two-year period.
• As the IT leader supported a 200 plus person closing team consisting of forensics, investigations, deposits and loans, claims, asset management, settlements, paralegal and other critical functions.
• The scope included pre-closing examinations and information gathering, vendor coordination and management, creation of the Strategic Closing plan, managing closing activities and working with the Acquiring Institutions in transition activities

Confidential - Atlanta, GA

Manager Network Outsourcing Services - Data Center Operations

Responsibilities:

• Triggered by the merger-integration of Confidential Network Services Division and Confidential Global Services, led a team of 50 plus technical, project management and engineering personnel. Successfully managed a $1M IT budget to drive service support and delivery of the 27 Confidential business units.
• Integral to this project was coordinating IT vendors, compliance to contract terms and conditions and Service Level Agreements, tool analysis and selection to insure 24x7x365 systems availability.
• Prepared and implemented strategic plan
• Primary Solutions Lead for the new $500M portfolio of On Demand solutions including development of architectural, business and market strategies.
• Developed additional Video On Demand and IPTV services including BSS/OSS, Lead to Cash, Cost Optimization and Strategic Transformation, CRM and back office billing systems.
• The development of these partnerships and integrated solution offerings resulted in exceeding market expectations and revenue targets of over $100M in 2005. This led to subsequent client success with a major Media & Entertainment client with a $1M contract as part of successful launch of the Open Cable Applications Platform (OCAP) project.
• As the global Telecom Industry Program manager, responsibilities included designing, managing and implementing three Network Innovation Centers in Raleigh NC, La Gaude France and Sydney Australia. The purpose of these solution/innovation centers was to showcase and demonstrate live integrated solutions or local clients. The result proved to be a 20% increase in client demand for Customer Care, Billing and On Demand Services.

Confidential - Alpharetta, GA

Director Network Engineering - Data Center Operations/Network Outsourcing Services

Responsibilities:

• Provided leadership for 35+ technical engineering personnel in supporting Service Delivery for the Networks of over 40 customers, including 27 General Electric Companies. Scope included managing a $2M budget for the Network Engineering organization.
• Major projects implemented were cost optimization and process improvements and the OC-48 project in achieving a monthly cost savings of $50,000.

Confidential, Atlanta, GA

Director Telecommunications

Responsibilities:

• Lead for the Telecommunication department responsible for providing data network planning, business strategies, contract negotiations and recommendations for all subsidiary companies, while managing four direct reports. Initial role was with First Financial Management Corporation, later acquired by Confidential .
• Subsequently, helped to develop and contribute to the Corporate Telecom Synergy Project team negotiating new contracts with the major service providers, resulting in over $17 million annual savings.
• In addition, led a technical team in initiating technology consolidation and integration projects within subsidiary companies, reducing the overall budget by $3 million annually. Identified and proposed synergy opportunities, potentially saving $300- $500k annually