SUMMARY:

I’m a highly skilled professional with over twenty years of experience in Information Technology. My particular focus is within IT Infrastructure Program/Project Management; IT Service Management; Customer Service Strategy; Data Center Migration; and Systems Implementation Strategy. I have successfully implemented, managed and provided professional management consultation and business analysis on IT Infrastructure, Architecture and Operation projects for Help Desks, Call Centers, Data Centers, and Technical Support Service operations; implementing “Industry Best Practices”, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM) and PMBOK methodology principles solutions and concepts. I have demonstrated strong abilities in the management of technological implementation, operation, business activities, development of processes, IT governance and providing effective project management to include supervision of service support and vendors management; obtaining the highest levels of customer satisfaction and successful project completions.

TECHNICAL SKILLS:

Hardware/Software: ServiceNow, VMware, EMC Storage Array, Symantec NetBackup 7, NetApp, SUN SAN Array, Cisco 8340 Series Appliance, Cisco 3900/4400 Series Routers, Windows NT/Windows 2000/XP, IIS/ASP, MS SQL/Server, JIRA, UNIX, Solaris, AIX, Red Hat, SUSE Linux; HP Opsware, Microsoft Operating systems; NT Workstation/Servers; VERITAS Net backup 6.5; TCP/IP; SMS; WINS; Dell PowerEdge 2300 Servers; Microsoft Exchange Servers; System Management Servers (SMS); CA Service Desk 12.6, E - Health, Spectrum, UAPM; HP Openview; Foglight; Oracle Applications; Oracle Access Manager 11gR2; IVR/CTI Systems - Noble, Avaya; Automatic Call Distribution (ACD) Systems; PBX Based ACD Systems; Computer Integrated ACD Systems; Integrated ACD/Outbound Solutions; ACD Management Information Systems (ACD MIS); Web Enabled Call Center Applications; Integrated Voice and Data Applications; Call Center Design; HEAT; SharePoint; Remedy; Aspect WINS; PBX/ACD; Microsoft Outlook; Lotus cc: Mail/Mobile; Lotus Notes; Microsoft Excel; Microsoft Word; Microsoft Project Manager; Clarity, Power Point; Excel, Smart Draw; Microsoft Access; Crystal Reports for Windows.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Project Manager

Responsibilities:

• Multiple data centers build; servers, circuits, router installation, configuration and segmentation for new bottler
• Provisioning, installation and TTU of MPLS circuits
• Establishing network connectivity and setup of VPN circuits
• Setup, consulting and reporting on print architecture pre each bottlers site
• Setup and configuration of ADFS Federation for each bottlers
• Ensuring connectivity, printing, proper URLs, clients configuration, and Browser standards
• Ensuring complete infrastructure is setup and functional for Dry Run and Go-Live
• Conducting meeting and maintaining project artifacts, e.g. RAID log, project schedule, migration checklist, weekly status reports

Confidential, Norcross GA

Data Senior Project Manager

Responsibilities:

• Managed the buildout of new infrastructure and network for internal connectivity
• Developed the transition plans to migrate WebFederal suite from Confidential Chapin Data Center to Fiserv Johns Creek Data center
• Coordinate various project meetings and working session
• Developed communication plan for ninety-one customer (Credit Union)
• Developed and maintain project artifacts, e.g. RAID log, project schedule, weekly status reports

Confidential, Columbus, GA

Data Center Infrastructure Project Manager

Responsibilities:

• The implementation of a QA testing environment for Cisco applications
• The migration of Corporate location phones from Avaya to Cisco phones
• Migrated twenty-four (24) branch locations from Avaya to Cisco phones
• The tuning of Calabria workforce and quality management tool sets
• Build and tested disaster recovery implementation of Phase 1 services; which consisted of complete migration of Avaya equipment to Cisco equipment in the corporate call center.

Confidential, Atlanta, GA

Data Center Migration Project Manager

Responsibilities:

• Managed the rollout of a cloud automation tool - Cisco USC Director (Unified Computing System - UCS) to replace time-consuming manual data center provisioning with automated workflows to increase IT consistency and speed
• Managed the Storage and Reclamation project to:
• Identify orphaned resources
• Identify inactive resources
• Evaluate non-standard resource requests
• Identify over allocated resources
• Develop and initiate recover plan

Confidential, Atlanta, GA

Project Manager

Responsibilities:

• Implementation of four (4) Klocwork servers: Klocwork is a third party source code analysis tool used to analyze source code for vulnerabilities and defects. It is used as part of the build process to verify the quality and integrity of the application. The Klocwork version 10.x is both Linux and Windows platform
• Migration of Atlanta Data Center VM servers to VMware ESX 5.0: as the current ESX 3.5 revision level has reached End-Of-Extended-Support-Life the project is the migration of 551 VMs. The scope of the project also includes the rebuild /upgrade of VMware chassis for future capacity requirements
• London PCI Compliance Project: - third party vendor conducted an onsite assessment and Report on Compliance (ROC) of Payment Card Industry (PCI) with the Data Security Standard, to provide an initial PCI 3.0 GAP Assessment of Confidential ’s cardholder data environment (CDE) against the PCI DSS 3.0 requirements and Report on Compliance audit criteria. This project addressed the GAPs identified in the assessment and remediated accordingly.

Confidential, Alpharetta, GA

Senior Project Manager, IT Operation

Responsibilities:

• Solaris to Linux migration to include fourteen (14) Oracle 11g databases ranging in size from 600 megabytes to 6 terabytes
• XP to Windows 7 upgrade for 2000+ users
• ISO 27001 compliance project
• Data Center stage environment upgrade
• Planned and executed Disaster Recovery test at SunGard facilities
• FTP monitoring project to monitor over 50 customers applications with SolarWinds
• Deploying RSA DLP agents to over throughout the enterprise
• Business Process Management (BPM) project reengineering the full chart retrieval processes and delivery of medical records

Confidential, Atlanta, GA

Project Manager, IT Applications/Q&RM, IT Service Delivery / IT Services

Responsibilities:

• Provided successful project management support for ESS Portal, Service Catalog & Knowledge Project; SAML2 Plug-in (Sub-Project).
• The overall project scope is to fully integrated Enterprise Service Management capability for ESS Service Catalog and Knowledge management.
• A SaaS based solution which provides access to licensed EY support team members and unlimited EY end users.
• Successful deployment of the SAML2 Patch is a pre-requisite to deployment of Service Catalog & Knowledge Portal. The SAML2 Plug-in project addresses issues with ‘deep linking’ discovered during the initial deployment of ServiceNow; which allows end users to launch a ServiceNow URL from outside of ServiceNow and the system authenticates the end user and renders the article, form, ticket, or feature in ServiceNow (deployment was successfully completed the evening of May 31st).
• Enterprise Oracle Query Tool Comparative Analysis Project - This was a comparative analysis project to:
• Evaluated Oracle Query tools for recommendation of an E&Y enterprise standard tool
• Evaluated less expensive query tools against functional needs for both application development and database administration on the Oracle platform
• Enable selection of an improved query tool & reduces support costs
• Results of comparative analysis and resulting recommendation will be reviewed by governing organization for recommendation standards tool
• Assigned as the Transition Manager to provide transitional support for the migration of the US GLMS (Global List Management System) off of UNIX onto Linux.
• In addition to providing transitional management support, I’m responsible for the coordinate, management and development of GLMS Installation and Configuration Guide, GLMS Administration/User Guides and GLMS Operation Manuel.

Confidential, Atlanta, GA

Senior Project Manager

Responsibilities:

• Developed project plan, processes and governance to maintain the integrity of the CMDB, enabling IT organization to record, maintain and report on infrastructure configuration items (CI) including applications, software, hardware, peripherals, servers, databases and related documentation
• Provided project management oversight to record and maintain CI attributes & IT service dependencies
• Worked with the development team to develop an Audit Verification Engine for verification and reconciliation of rejected CIs
• Worked with developers to develop an Enterprise Data Collection and Reporting Tools (SharePoint Application), which created a single repository listing all applications supported across Confidential Global Enterprise. The content of this application enable projects such as Server Patching, IE8/Windows 7, Data Center Analysis, and 2013 Infrastructure Refresh to query a single source to understand potential impact. In addition it: established relationships within and between IT services and CIs assist in the development of process and governance structure to reduce service incidents caused by change (ICBC) through more comprehensive proactive change impact assessment enabled through current, comprehensive, and correct Configuration Items (CIs) managed within the CMDB assist in the development of process to reduce the mean time to restore (MTTR) services, and therefore increase service availability through enhanced event management enabled through current, comprehensive, and correct Configuration Items (CIs) managed within the CMDB
• Develop global IT Asset Management processes
• Development and deployment of an enhanced hardware decommission and disposal process
• Deployment of enhanced hardware asset receive process
• Development/deployment automated data interfaces
• Enabled the ability to exposes procurement and expense management opportunities
• Supports Assessment of Compliance with Corporate and Architectural Standards
• Provided project management for upgrading to a new supported architecture and expansion to include Windows automation technology in addition to UNIX in North American and Europe.
• The upgrades of the HP SA mesh to 9.1.3, followed by the implementation, design and configuration of a new automation stack in the Europe region, culminating in using HP software in order to create a self-service provisioning system based on HP SA.
• The upgrades included upgrades of over 7000+ server Solaris, AIX, SUSE, Red Hat and Linux OS.
• As senior project manager for these projects, I was responsible for planning, execution and delivery of these large scale projects initiatives on time, within budget, and within scope.I lead and coordinated efforts of cross-functional, cross-departmental, cross-company teams that are responsible for all aspects of a project, from initiation to closure. This included acquiring resources and coordinating the efforts of team members and third-party contractors (or consultants) in order to deliver projects according to plan.

Confidential, Elkridge, MD

Senior Manager Infrastructure

Responsibilities:

• I’m responsible for activities in support of a multi-hundred million dollars applications hosting contract for infrastructure and applications support for Confidential .
• Provided management oversight of hosting operations and maintenance requirement to support 47 mainframe, client server and Web-based applications used by the administrations within Department of Human Resources.
• Managed high visibility Hosting Architecture Optimization” project, which addressed and corrected numerous cause for Severity 1 & 2 service disruptions of mission critical systems within the hosting environment at the Dallas Data Center
• Took charged upon my arrival and managed the complete installation and continuous service improvement of Foglight Enterprise Monitor tool suite; which were seriously behind schedule and not completely implemented to provide end-to-end applications and network monitoring of the environment as contractually required
• Managed Mainframe and Mid-range account engineers responsible for engineering support for Windows, Unix and AIX servers
• Managed Service Delivery Managers responsible for the day-to-day interaction with all technical teams within Service Desk, Telecom and ACD/IVR management, Server Engineering, Storage/Backup Administration, Database Administration, Network Operations / Engineering and Data Center Operations
• Managed infrastructure project managers responsible for planning, organizing, coordinating, and directing various project related activities of the centralized account team and Dallas Data Centers support teams
• Managed the implementation of the Continuity of Operation Plan (COOP) and two successful semi-annually Disaster Recovery exercises
• Managed the Network Control Center (NCC) and the Incident Management Group (IMG) which is responsible for monitoring and reporting on network activities and incidents
• Conducted inventory and update assess management process

Confidential, Washington, DC

Program Manager

Responsibilities:

• Ensured the successful development and delivery of all program and project deliverables
• Developed, implemented, and updated contract financial and budget forecasting
• Performed assessments of systems design, system configuration best practices, and feasibility studies
• Established a working governance structure that appropriately coordinates the client, internal support resources, partners, and other government contractor activities and ensure timely decisions and properly manages the on-going tasks
• Ensured all activities aligned and supported the program Statement of Work (SOW)
• Verified and validated the program work streams ensuring adherence to best practices and ITIL framework
• Conducted and lead regular reviews to ensure there is accountability in place for all stakeholders
• Managed agency IT infrastructure ensuring maximum systems up-time
• Lead the development of the program plans required for success including an integrated master schedule
• Monitored and control the program activities in accordance with the Task Order Management Plan
• Assessed performance, eliminate bottlenecks and unnecessary processes, while systemically applying learning and knowledge to the program to improve performance
• Stood up a successful PMO to oversee the management of high visibility projects
• Perform risk analysis and management of programmatic, functional, and technical aspects of projects

Confidential, Northern, VA

Project Manager

Responsibilities:

• Responsible for the development of the initial design of ACD / integrated voice response / computer telephony interface (IVR/CTI): managed customer interface, service delivery, creative design, vendor, results tracking & reporting
• Designed, delivered, maintained, budget forecasts and reports using historical data, statistical projections
• Deployed new ACD/IVR/CTI Platform for AT&T Connect
• Managed new technology solutions integrated vendor IVR, transfer capability, call routing, volume management, customer segmentation, and real time DB access
• Managed and administrated entire telecommunications infrastructure and its associated software, including PBXs, call management systems (ACD), voice mail, interactive voice response, and video conferencing systems

Confidential, Atlanta, GA

Project/Transition Manager

Responsibilities:

• Define and deploy One Network WAN and One Network WAN/ LAN solutions that satisfied the needs of the business requirements for completed end-to-end connectivity for VOIP network; for the successful transition over to “steady state-support”.
• In addition, I managed transitions of various BTO client engagement projects establishing One Network WAN infrastructure and telephony with multiple client sites.
• Responsibility included management oversight of completing call centers infrastructure and liaison between client and technical team, to include:
• Infrastructure design, project plan creation and management, resources allocation, risk analysis and implementation
• Implemented the Processes for ACD/IVR application integration, IVR application troubleshooting, IVR application designing, IVR application configuration, Content Uploading
• Managed operation technical support team that manages call center technologies (ACD, IVR, Call Routing, Reporting, Call Recording, WFM etc.)
• Conducted business analysis for development, integration of IT infrastructure and software development projects
• Planned and managed software deployment using SMS administration tools
• Developed and planned Disaster Recovery and Business Continuity Strategy