Qualification Highlights

• Possesses Masters of Business Administration degree, and Bachelor's degree in Computer Science, minor in Mathematics with a current focus on Technology Service Delivery Management, and Cloud Services Deployment.
• Experienced IT Service Delivery Manager, and Program Project Manager with vast experience in managing enterprise level IT projects from concept to completion in Client/Server, Internet/Web, Mobile, Cloud, Windows, and mixed computing environments.
• Expertise in IT Service Delivery, Change Management, and Process Improvement to include: ITIL, MOF, CMMI, Six Sigma, Software Development Lifecycle SDLC , Change Management, Release Management, Supplier/Vendor Relationship Management, Strategic Planning, and Cloud Services Deployment.

Technical Expertise

• Operating Systems: Microsoft Windows 7, 8, 10 , Linux, UNIX, Mac OS X
• Software: Microsoft Office 2013, Microsoft Project, Microsoft Outlook, Microsoft SharePoint, Microsoft Internet Explorer, Microsoft Visio, Microsoft Internet Information Server, Microsoft SQL Server, Lotus Notes R5, Borland C , SQL Navigator, Quest TOAD, Mercury TestDirector, HP Quality Center, Hyperion, AllFusion Harvest Change Manager, Clarity, Peregrine Service Center, SugarCRM, Primavera P6, Primavera P6 Web, IBM VisualAge for Java, IBM WebSphere, Sun JDK, Microsoft Visual Studio .NET, Microsoft Visual SourceSafe, Drupal, Wordpress, Magneto, Salesforce SaaS
• Languages: Java, Java Script J2EE, C , JSP, ASP, Visual Basic, VB Script, VBA, HTML, XML, PL-SQL, Transact-SQL, COBOL, Lotus Script, Lotus Formula, VAX Assembly, XML WebServices

Professional Experience

Confidential

Senior Technical Account Manager

• Senior Technical Account Manager within the Microsoft Services Premier Services division. Manage a portfolio of 15-20 customer accounts/contracts as the primary point of contact within Microsoft for enterprise service delivery, consulting, strategic planning, and escalation support for mid to FORTUNE 500 companies.
• Serve as the primary Microsoft relationship management contact responsible for managing the customer relationship, advisory and service delivery of all Microsoft products for Premier customers.
• Interact and engage with our customers senior leadership and IT operations staff to provide strategic planning, consulting and advisory on the use, deployment, and support of Microsoft products and services reactive and proactive including cloud services Office 365 / Windows Azure.
• Act as a customer advocate and strategic partner for key customer issues and product feature and support issues.
• Engage and partner with internal Microsoft product and consulting services organizations as an advisor on customer requirements and business opportunities for Microsoft.
• Provide escalation management and triage for critical IT incidents and operational issues that impact customer accounts and Microsoft alliances.
• Responsible for the management and delivery of Microsoft Premier Services and Microsoft Consulting Services engagements including pre-sales, scoping and engagement delivery.
• Lead customers in the deployment and consumption of Microsoft Cloud Services for Office 365 and Windows Azure.
• FY12 Circle of Excellence Gold Club Winner for Americas Services
• FY14 Q2 FY-12 Q1 MVP Award Winner

Confidential

IT Program Manager

• IT Program Manager, Technology Delivery Manager, and Supplier Manager for Bank of America's Enterprise Technology and Delivery division. Perform IT Program Management and Project Management for major information technology projects including software/hardware installations/upgrades, and enterprise level IT infrastructure/platform implementations.
• IT Program Manager with responsibility for multiple concurrent IT projects spanning in duration from several months to years. full resource and budget responsibilities
• Provide technology program, project and portfolio management for complex enterprise level IT projects with budgets in excess of 7 million dollars.
• Matrix management responsibility for project managers, technology delivery leads, business analyst, functional/technical testers, system architects and vendor contract resources.
• Strategic Technology and Relationship Partner to the Corporate Workplace and Sustainability lines of business for technology service delivery, innovation and strategy.
• Responsible for ensuring IT programs/projects are managed using Six Sigma and PMI based Project Management methodologies and practices.
• Develop and maintain multi-generational technology plans for line of business technology strategic planning, budgeting, and forecasting.
• Participate and provide updates to senior management on IT Program performance and timelines.
• Certified IT Supplier Manager within the ET D organization with responsibility for vendor performance, and contract compliance for 15 third party software vendors.

Confidential

Technology Project Team Manager

• IT Program and Project Manager for Bank of America's Global Technology Services and Fulfillment division. Responsible for various technology infrastructure, software development, governance, service delivery, and process improvement projects and initiatives for the Global Corporate and Investment Banking division.
• IT Program Manager for multiple concurrent BEA WebLogic and Oracle technology projects and initiatives spanning in duration of a few weeks to years.
• IT Project Manager for WebLogic and Oracle Upgrade, Configuration, and Implementation projects. Responsible for Application/Component Tracking of all CRMS applications within the CRMS technology infrastructure.
• Change Management Leader for technology process and technology infrastructure projects across the CRMS division.
• Strategic thought leader responsible for the development, guidance, and leadership of technology service delivery and process improvement of shared services technology partners to include Web Server and Database Administrators.
• Strategic Relationship Partner to Shared Services Web Server, and Database Administrators responsible for ensuring that service level agreements for technology partners were met and sustained. Created and documented policies and procedures on technology partner engagement and service delivery procedures.
• Manage day-to-day oversight and review of technology work request and project planning initiatives that involved the use of our strategic technology partners.
• Project Manager responsible for managing the migration and coordination of technology projects through shared technology environments.
• Facilitated cross team coordination, communication, and problem resolution among technology project teams and technology service partners.

Senior Systems Analyst/ Release Manager

• Strategic resource for IT Governance, Strategy, Process Design, Project Management, Vendor Relationship Management, Change Management, and Process Improvement within Wachovia's Finance IT Division.
• Strategic resource for implementing IT Governance processes and practices within the Finance IT Division to include: Software Development Lifecycle SDLC , Software and Executable Code Distribution Management SECDM , Distributed Source Code Management DSCM , and Sarbanes Oxley Compliance SOX .
• Process Improvement Champion for Capability Maturity Model Integrated CMMI model within Finance IT to develop, define, and implement process improvements in software development, release management, and project management processes.
• Managed Sarbanes Oxley compliance for several internal and vendor developed finance applications within Finance IT.
• Managed vendor relationships with outside contractors and software vendors for vendor applications installed within the Finance IT division.
• Change Management, and Release Management resource to lead processes for releasing software/hardware changes into production environments.
• Project Manager for merger related application migrations from acquired Wachovia companies.
• CMMI Process Improvement Champion responsible for process definition, design and deployment.
• IT Release Manager responsible for planning and deployment of software changes into production environments.
• Ensure Software and Infrastructure Changes meet Wachovia IT Governance and Process Compliance Standards.
• Developed a Release Management Process for Infrastructure and Software Production releases to ensure compliance to SDLC, SECDM, DSCM, and CMMI Process Standards.

Confidential

Information Technology Developer II

• Dedicated software development and technical architecture resource to Wachovia's Finance Technology division. Responsible for full life cycle software planning, design, development, and maintenance of enterprise level software and Internet applications.
• Primary development resource on technology team which develops software to manage corporate tax planning, strategy, and preparation.
• Developed technical documentation for developer and end user use.
• Custom Microsoft Excel spreadsheet application development to support Corporate Tax Operations/Reporting.
• Developed solution to manage and track tax related records of Wachovia legal entities.
• Gathered and interpreted customer requirements into formal business requirements documents for developer use.
• Developed application deployment and maintenance tools for management of Excel VBA applications.

Confidential

Associate Software/Applications Developer

• Held multifaceted responsibility for full lifecycle software design, development, troubleshooting and maintenance. Facilitate Windows-based and ASP Internet/Web development. Contribute expertise in bug and defect resolution in addition to enhancements to existing software products. Provide customization for commercial off the shelf software.
• Integral contributor on team which developed company's first online loan submission system that reduced the home buying and loan application approval process from one week to seven minutes. System facilitates loan approval and documentation electronically, making processing considerably faster while producing significant cost savings in print and postage expenses.
• Developed solution to provide Oakwood sales center personnel with sales leads by email, generated from the Oakwood branded websites and national sales centers.
• ASP Web Development for Marlettehomes.com, and GoldenWestHomes.com
• Customization to Clarify eSupport call center management software suite.
• Developed solution to provide Oakwood Marketing and Promotions personnel with a method to mass email prospects and customers using a web interface.
• Designed an application to facilitate the investigation of corporate fraud and theft.

Confidential

Programmer Analyst / IT Consultant

• Performed within critical role as an integral contributor in Software Database Application Development, and Database Administration. Served as Database Administrator for the USCSM Staff Skills Database.
• Effectively designed AMS internal database to track employee skills based on various criteria such as AMS product experience, technology experience, client experience, business competencies, and business functional areas. Followed to manage full database application implementation and roll out.
• Implemented database functionality enabling quick and easy updating of consultant data and established central repository to provide a singular access site for addition and access to data.
• New system provided capability to staff consultants to projects more quickly while providing a way to forecast what type of resources were available for upcoming projects.
• Effectively developed highly detailed technical documentation for an out of the box product that had been modified by AMS developers, which contained actual code samples that helped developers to understand what had been previously changed, and how that change was made.
• Developed testing and quality assurance procedures reducing software defects and technical support call and email volume substantially.