Summary

• Over 28 years of project management, business development and operations support experience on IT infrastructure, network, service management and application support projects. Successfully initiated and directed numerous US and international IT projects for customers, utilizing both and global teams to successfully complete the projects. My business development engagements contributed over 9 million dollars in new business signed in four years on the accounts I worked on. Recently, I have overseen projects for Toronto Dominion Auto Finance TDAF and Stefanini that involved the design and implementation of Computer Associates CA or ServiceNow's suite of Service and Infrastructure Management tools.
• I have my Project Management Professional PMP and ITIL Foundations certifications. I am trained and proficient using MS Project, MS Project Server and MS Office products. I have also extensively used customer, and off the shelf PM tools for schedule, risk, issue and change management. I have been trained and managed projects utilizing SDLC, Agile, GAD/QMS HP , Presage GM and ITIL processes and frameworks.

Experience

Assignments:

Role Senior Project Manager

• Responsibilities: Migrate the current Ferro Tier 1 IT Internal Support Service Desk from Ferro's current provider in Delhi, India to the Stefanini Service Centers located in Southfield, MI and Manila, Philippines. The Ferro Service Desk provides 2,500 Ferro personnel globally with Tier 1 IT support using CA Service Desk, CA Service Catalog and Deskside IT technology and support.
• Managed the Stefanini project team tasked with the migration of the Ferro Service Desk to Southfield, MI and Manila. The team was responsible for the following:
• Recruit, hire and train the new agents in Southfield and Manila
• Create and load into CA Service Desk the knowledge base the Service Desk agents and technicians will be referencing when providing user support
• Install and test WAN Connectivity
• Install and test Telecom Connectivity
• Configure, install and test Agent Desktops and ACD Phones

Role Senior Project Manager

• Responsibilities: Provide Aflac with an asset management service for the hosting, support and maintenance of Computer Associates CA ITAM, SAM and ITCM asset management toolset, and the Microsoft SccM connector for access to and discovering Aflac's voice and data network assets. The asset management tool is hosted in Stefanini's Global Data Center Confidential
• Managed the Stefanini project team tasked with implementing the CA asset management toolset.

Role Senior Project Manager

• Responsibilities: Migrate the current Orbitz Tier 1 IT Internal Support Service Desk from Orbitz's current provider in Delhi, India to the Stefanini Service Center located in Bucharest, Romania. The Orbitz Service Desk provides 1,500 Orbitz personnel globally with Tier 1 IT support using ServiceNow technology.
• Managed the Stefanini international project team tasked with the migration of the Orbitz Service Desk to Bucharest. The team was responsible for the following:
• Recruit, hire and train the new agents in Bucharest
• Create and load into ServiceNow the knowledge base the Service Desk agents will be referencing when providing user support
• Install and test WAN Connectivity
• Install and test Telecom Connectivity
• Configure, install and test Agent Desktops and ACD Phones
• Launch the new Orbitz Service Center on 04/22/14

Role Senior Project Manager

• Responsibilities: Migrate the current MasterCard Level1/Level 2 SharePoint Support Service Desk from Stefanini's Service Center located in Confidential to their Service Center in Manila, Philippines. The MasterCard Service Desk provides direct end-user SharePoint support for MasterCard's global user base.
• Managed the Stefanini international project team tasked with the migration of the MasterCard Service Desk from Southfield, MI to Manila, Philippines. The team was responsible for the following:
• Recruit, hire and train the new agents in Manila
• Install and test WAN Connectivity
• Install and test Telecom Connectivity
• Configure, install and test Agent Desktops and ACD Phones
• Launch the new MasterCard Service Center on 12/4/13

Role Senior Project Manager

Responsibilities: Provide CEC with a Single Point of Contact SPOC Service Desk. The support services provided are for all CEC students and faculty who are 1 using or reporting a problem with a CEC-owned device or application 2 located in or remotely connected to a supported location or 3 using a student-owned device or application.

Managed the Stefanini international project team tasked with the migration of the internal CEC Student and Faculty Service Desk from CEC Service Center in Schaumburg, IL. to Stefanini's Service Center in Manila, Philippines. The team was responsible for the following:

o Recruit, hire and train 59 new agents in Manila

o Install and test WAN Connectivity

o Install and test Telecom Connectivity

o Configure, install and test Agent Desktops and ACD Phones

o Launch the new CEC Service Center on 12/16/13

Assignments:

Role: Senior Consultant/Project Manager

Responsibilities: Integrate vendors into TDAF's automated Computer Associates CA Service Desk Change Management processes. Institute an online hardware, software and database Asset Configuration inventory tracking system utilizing Confidential Configuration Management Database CMDB .

Managed the TDAF Service Desk team incorporating vendor Fidelity IS and Secure24 change requests into TDAF's Service Desk change management system. All change requests to TDAF's systems and applications maintained in the vendor's environment are now routed automatically and captured in Service Desk.

Managed the TDAF Service Desk technical support team in the incorporation of TDAF's manual Asset Management tracking spreadsheets and systems into CMDB, and in the development of a process for the Asset Owners to add assets, update asset information and retire assets in the database. The project team worked with the TDAF IT Asset Owners to:

o Gather and load over 5,400 IT hardware and software asset items into CMDB

o Develop and map Asset relationships, to provide the business with a comprehensive view of the IT infrastructure dependences as well as a wind-fall effect in case of an outage.

Assignments:

Role: Project Manager

Responsibilities: GM Healthcare and Finance Application Development Projects

GM WPCS Mainframe Legacy System Upgrade needed for SAP Blockpoint 1 Project. This project was in support of changes being made in SAP that WPCS needs to support. This project was run utilizing Agile methodology.

Managed the Supplier Team in the construct, test, and deployment of the BTRG InFlight tool into the GM SharePoint 2010 environment. When completed, all PeopleSoft Self Service ESS and HRSS functions for US-based GM employees will be established in SharePoint using the InFlight web part to access Global PeopleSoft 9.1. GM estimated users will spend 25 less time accessing and acquiring the information they need in Peoplesoft Self Service once InFlight was implemented

Role: Cargill HP Project Management Office Support

Responsibilities: Project Intake Coordinator - HP Software Deployment, Client Desktop Deployment, and Demand Projects Large Cargill/Multiple Vendor Projects , Program Manager Cargill PCLM PC Lifecycle Management project

Program Manager for the 2011/2012 PC Lifecycle Migration PCLM Project. Managed the 2010/2011 PC Refresh project activities PCLM of the HP PC Build team in Minneapolis 10 member team , the PC Software Migration team in Pune, India 6 member team and installation technicians at Cargill locations throughout North America. 10,341 devices were scheduled for refresh migration by the team.

Role: Countrywide Bank Voice and Data Network Migration Project Manager

Responsibilities: Managed projects to migrate Countrywide Bank sites throughout the Confidential after their acquisition by Confidential to the BOA voice VOIP and data network. Coordinated project teams, consisting of BOA, HP and vendor technical resources, located at remote sites, or at the customer's locations during the schedule cutovers. Worked with the customers at the sites to keep them informed on the progress of the projects, and pass on key milestone dates.

Role: GM Healthcare and Finance Application Support Project Manager

Responsibilities: Managed GM HR and Finance mainframe, client/server and web

Authentication Web Services Migration Program

Windows Active Directory Default Policy 3.4 Upgrade 160 Sustained Apps and 300 Windows Servers

Role: Project Manager

Responsibilities: Managed projects to optimize data networks at Confidential sites within major cities throughout Confidential. Coordinated project teams, consisting of BOA, HP and vendor technical resources, located at remote or at the customer's locations during the schedule cutovers.

Role: Project Manager

Responsibilities: Managed the GM project to migrate the GMAM E-Mail servers from Confidential SMC to the GMAM Support Center in Confidential. This move was mandated as a security measure to comply with the Sarbanes Oxley Act congress enacted in 2002. The 20 member project team consisted of technical and support resources located in Confidential

Role: Project Manager

Responsibilities: Project Management Office PMO support for GM Legal Department Document Production Center installation project.

Role: Business Development Manager

Responsibilities: Managed the activities of various EDS and vendor project management, operational and/or support groups on Network Services projects. Oversaw the day-to-day operational support provided by EDS technical staffs at the customer's sites.

Led the pursuit team, helped sell and coordinated the installation activities for a Global Internet Firewall project. The three year, 4 million dollar project was for the ordering, installation and on-going support of hardware and software for Internet firewalls located in US, Germany and Singapore.

The EDS Global Internet Firewall Project Team received the Galaxy Award from the EDS Midwest Client Delivery Organization. This team award was given to the team for project excellence and customer satisfaction.

Proposed, sold and coordinated the installation activities for a Global Extranet/ANX project. The three year, 1 million dollar project was for the ordering, installation and on-going support of the hardware and software for customer's supplier network connections located in North America, Europe and Asia

Proposed, sold and project managed the deployment of DNS root level servers in the US, Germany, Singapore, Japan, Mexico and Brazil

Assisted in the development and sale of a three-year 700,000 proposal to install and manage a database application, a three year 1.3 million proposal to staff and manage a technical development laboratory at the customer's location and a two year 1.9 million dollar network infrastructure support agreement for the customer's Headquarters.

Role: Technology Support Manager

Responsibilities: Responsible for managing the configuration, installation and closedown of the toll free network, telecommunications telephones, voice mail, automatic call distribution technology, Interactive Voice Response systems and LAN used to support the annual FLEX Benefits Hotline Call Center, the United Way Enrollment and the Pizza Hut Corporation Hourly Benefits Enrollment projects

Reduced the toll free network charges for the FLEX Enrollment project by 50,000 per year.

Coordinated the activity of the Account personnel responsible for LAN, WAN, Desktop PC and e-mail support.

Role: Project Manager - Major Projects

Directed the activities of EDS and vendor operational and support groups on medium to large voice system, voice network, cable, voice mail, interactive voice response system, WAN and/or LAN installation projects throughout the Confidential:

Implementation or the first GM MasterCard call center

The relocation of the Flint Automotive Division to their new headquarters

The relocation of the AC/Delco division to their new headquarters

The relocation of SAAB's US headquarters to Atlanta

Upgraded all of the production facilities and administrative offices in Pontiac, MI from analog to digital Centrex.

Coordinated project teams, consisting of EDS and vendor technical resources, located at remote or at the customer's locations during the schedule cutovers.

Reviewed requests for proposals, vendor project bids and engineering plans for completeness and compliance with customer and account requirements.

Also, worked closely with the customers at the sites to keep them informed on the progress of the projects and pass on key milestone dates.

Conducted end user training.