SUMMARY:

• Talented and accomplished IT management professional with proven ability to successfully direct information technology, professional services and support operations spanning Consulting, Finance, Insurance and Healthcare verticals.
• Expertise in overseeing technology deployments, product enhancements, support services and aligning technology services with business goals.
• Previous background in consulting, program management, project delivery and business development.
• Excellent problem solving and soft skills.
• Directed service operations and client satisfaction programs for over 60 organizations producing security access, service desk, software quality assurance and application development.
• Administered an annual operating

AREAS OF EXPERTISE:

• Complex Program Management
• Customer Relationship Management
• Service Level Management
• Delivering Enterprise Solutions
• Waterfall and Agile
• P&L Management
• Strategic Planning & Analysis
• SaaS /Cloud/Big Data
• Troubleshooting & Resolution

PROFESSIONAL EXPERIENCE:

Confidential

Technical Senior Program Manager

Responsibilities:

• Specialized in creating and implementing corporate protection strategies and technologies that improved client processes, functions and reduced corporate risk by automating manual processes and implementing defensible and industry - standard data collection methods.
• Implemented project management disciplines across services and products for client delivery. Prioritized and resolved issues minimizing risk and legal exposure when managing all assigned accounts that were experiencing delivery challenges which resulted in ending lawsuits and increasing retention.
• Worked with global project teams, product staff, and clients, utilizing Waterfall and Agile methodologies to deliver solutions ranging to meet client archive and legal discovery requirements.
• Turned around 100% of Legal rescue engagements, which were experiencing issues with delivery, contractual violations and customer satisfaction, resulting in reduced risk and legal exposure to HP
• Successfully implemented 18 out of 18 projects in terms of time, quality, price and stakeholder satisfaction
• Led onsite, near shore and offshore global delivery teams, of ~40, that supported technical architecture, design, development and ongoing maintenance of HP’s Big Data Protect software
• Liaison between 19 clients, 2 product managers and 20 developers escalating, prioritizing and gaining agreement to implement new functionality
• Provided management of quality assurance for new functionality resulting in streamlined technical rollouts and comprehensive user documentation creating an avenue for quick comprehension by the user community
• Industries include Automotive, Consulting, Financial, Government, Healthcare, Insurance, Legal and Utility

Confidential

Director of Professional Services

Responsibilities:

• Implemented successful project management methodologies, quality assurance and managed 60 client relationships.
• Facilitated staff stability with al programs to guide the organization through an acquisition resulting in zero loss of clients and acclimating new employees quickly.
• Trained project managers on best practices that improved delivery methodologies.
• Liaison with other internal IT leadership and provided guidance to the corporate leadership team concerning the strategic needs of the enterprise to enhance offerings that increased customer satisfaction.
• Directed service operations and client satisfaction programs for over 60 organizations producing $10M in revenue.
• Propelled a multi-national team that customized the TeamConnect suite and implemented the suite into seven large organizations including the largest public housing authority in the United States.
• Liaised with sales to capture large-scale clients in multiple industries then followed through with contract negotiation and delivery.
• Industries: Financial, Government, Insurance, Legal, Retail and Utility

Confidential, Atlanta, GA

Service Delivery Manager / Senior Program Manager

Responsibilities:

• Produced efficiencies within IT processes that resulted in exceeding service level agreements across production support, projects and budgets. Ensured regulatory compliance with Sarbanes/Oxley and SAS70.
• Built a hardware and software Extract, Transform, Load (ETL) solution for 160 agencies.
• Utilized Information Technology Infrastructure Library (ITIL) and Capability Maturity Model Integration (CMMI) best practices to certify clients were operating at a capability level of Level 2 and above.
• Co-authored, Trained and Monitored staff utilizing an ITIL-based Project Management Development Lifecycle manual which aligned the staff by performing repeatable processes which increased project delivery reliability.
• Satisfied multiple business divisions across the US and reported to the CFO, CIO and CEO.
• Reduced client cost by over 22% and realigned staff to mission critical, revenue producing project in 18 months.
• Increased the productivity of an IT organization that included seven managers and 148 associates with a method-based Process Group that allowed for the downsizing of 40 positions with improved project-based hours and fewer outages.
• Revitalized a poor contract to become one of the most profitable with a gross margin increase from 0% to 40%.
• Met and exceeded Service Level Agreements. Key components were: providing timely production support, delivering projects on time and within budget, providing accurate level 1 and 2 support to a user base of 8,000 client employees and increasing customer satisfaction.
• Increased resolution of production problems resolved within 2 hours from 45% to 99%.
• Boosted on-time delivery of projects from 40% to 95% and meeting project budgets within 10% from 37% to 93%.
• Fixed client’s Help Desk servicing of over 80K calls annually to reduce average call answer time from 5:16 to 0:14.
• Maintained IT application compliance with Sarbanes/Oxley and SAS70 requirements.
• Led a team that crafted the first ETL process certified by the National Information Exchange Model and the US Department of Justice Law Enforcement Exchange Specifications with 3.1 compliance by the Department of Justice.
• Led a team in conducting an Information Technology Operational Assessment which reviewed multiple back-office systems. Produced summary report which contained findings (Staffing, Platform and Application) but more importantly an actionable plan (short, mid and long term) for the client to follow to mitigate deficiencies and create an environment which decreased risk and increased efficiency.
• Industries: Automotive, Financial, Government, Insurance and Utility

Senior Principal Consultant and Consultant

Confidential

Responsibilities:

• Led an outsourcing engagement team of 20 IT professionals performing applications management for the client’s PeopleSoft HRMS, PeopleSoft Financials, Mainframe, and other in-house developed legacy systems.
• Created and maintained interfaces between existing and newly implemented business applications. Implemented a customized Software Development Life Cycle (SDLC) for all development efforts resulting in an improved and more efficient life cycle. Results enhanced both the quality of delivery and timeliness of deliverables.
• Worked extensively with multiple business units providing timely solutions to system and data problems.
• Member of account that passed CMM Level 3 assessment.
• Selected by Confidential ’s CEO to create and lead companywide Utility vertical focus group.