Service Delivery Director Resume Towson, MD - Hire IT People

SUMMARY

Visionary technology leader with more than 20 years of management and technology experience.
Results - driven professional with notable successes in IT cost savings, vendor management and strategic technology deployment.
Proven track record for innovative process change management, process improvement and innovation.

Areas of Excellence

Full Life Cycle Management Business Process Improvement
Project Management Technology Planning / Evaluation
Strategic IT Planning Deliver Management
Change Management Budget Development / Analysis
Asset Management Vendor Management

PROFESSIONAL EXPERIENCE

Confidential - Towson, MD

Service Delivery Director

Responsibilities:

Introduction of Agile Methodologies utilizing Azure DevOPS
Creating Playbooks for repeatable project
Identify future work during existing engagements

Confidential - Hanover, MD

IT Manager

Responsibilities:

Product Owner for End User Compute
Implementation of JAMF
Implementation of OneDrive across 20k clients
Implementation of Windows 10 upgrade across 20k Clients
Microsoft Licensing Negotiations
Adobe Licensing Negotiations

Confidential - Silver Spring, MD

Support Manager

Responsibilities:

Drive adoption of Service Deliver Management
Develop ITAM Policy
Restructured ITAM Process & Procedures

Confidential - Baltimore, MD

Senior Manager

Responsibilities:

Introduced Telecomm Expense Management system to provide full service life cycle management of cellular services across 20 different providers. Realized savings of over $3M in 2 years.
Achieved 20% savings in laptop costs through vendor negotiation for pricing and lease rates: annual savings - $600K per year.
Created 20% reduction of L1 service desk calls by introducing self service capability on Mac and PC platforms: annual savings - $120K per year.
Reduced IMACD (Installation, Move, Add, Change, and Disposal) charges for laptop refresh by introducing an out of the box machine setup for Mac and PC: annual savings - $350K per year.
Conceived and implemented an asset management program utilizing ServiceNow and BDNA Technopedia including integrations with SCCM, JAMF, SNOW Discovery, and internal SQL data stores: implemented new process flows to automatically track end user assets and manage over $3.3M of leases.
Managed two individual DXC towers consisting of two managers and 20 individual contributors, managing world-wide software distribution and deskside support.

Confidential - Silver Spring, MD

Manager

Responsibilities:

Managed implementation of cloud-based Citrix solution for "Whats On", an application to be used for scheduling of commercials worldwide. Utilized AWS cloud services with Netscaler solutions.
Coordinated implementation of Windows 10 rollout utilizing SCCM.
Designed / implemented internet-facing Mac management: capturing Mac computers that did not join a Discovery network on a regular basis.
Creating roadmaps of current and future technologies: developed and implemented strategic IT plan. This model / process was subsequently adopted by other departments.

Confidential - Baltimore, MD

Manager

Responsibilities:

Instituted IT operations change management process to fit the needs of IT Operations and stream line "normal changes".
Implemented capacity planning tool to measure availability and performance across 800 servers.
Coordinated integration of multiple monitoring tools with Tivoli to enable server/service availability, alerting and automated action for know problems (e.g., restarting services).
Drove acceptance and implementation of AIX server virtualization to achieve 90% virtualization in 9 months.
Participated in a cross-functional team to evaluate and improve the change management process and service delivery management-based systems.

Confidential - Baltimore, MD

Manager

Responsibilities:

Defined processes improvements and revise deployment methodologies to reduce Testing Site build times by more than 40% to meet increasing aggressive timelines for product development testing in QC Labs, and the provisioning of new testing centers.

Confidential - Columbia, MD

Senior Network Services Engineer

Responsibilities:

Designed and built a corporate-wide infrastructure for over 50 offices.
Designed and implemented Citrix farm for loan origination.

Confidential - Baltimore, MD

Senior Systems Engineer

Responsibilities:

Managed the corporate MIS helpdesk consisting of engineers, helpdesk analyst and administrative assistant.

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Service Delivery Director Resume

Towson, MD

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