OBJECTIVE

A challenging position in Information Technology where knowledge and experience can be applied to achieve corporate objectives.

PROFESSIONAL HIGHLIGHTS:

• Dynamic leader with proven expertise in Information Technology Management with a strong emphasis on Project Management PMI Certified Project Management Professional PMP , IT Service/Delivery Management ITIL Foundation V3 and Practitioner Certified, Lean Six Sigma Certified , business management and people development strong interpersonal, communication, analytical and organizational skills. Established record of increasing profitability by streamlining operations staff and infrastructure. Technically proficient in areas ranging from client/server to data center operations.
• Experienced in building delivery teams to implement strategic objectives, focusing on the determination of the appropriate staffing levels and skill sets, motivation and career development, and the implementation of process and methodology throughout the organization.
• Excellent ability to direct projects, ensuring customer service expectations are met or exceeded, scope changes are facilitated, risks and issues are resolved, and deliverables are produced on time and on budget.

PROFESSIONAL SUMMARY:

Confidential

ITIL Availability Manager for Incident, Problem, Change and Recovery Management Services, Americas

• Analyzing, planning, measuring, and improving all aspects of the ITIL Availability for WellPoint Health Care and Ally Financial accounts, ensuring that all IT Infrastructure, Processes, Tools, Roles, etc. are appropriate for the agreed Service Level Targets for Availability.
• Reviewing incidents, analyzing trends and providing recommendations to improve infrastructure availability.
• Reviewing monitoring events, analyzing trends and provide recommendations to reduce fault alerts.
• Providing Availability Management FTE sizing for new contracts.
• Reviewing and approving Availability Management Process Interface Manual for new contracts.
• Developing new and providing updates to existing Availability Management AvM Plans for Tier 1 and 2 applications hosted at IBM Data Centers.
• Providing guidance to customer application teams and application Vendors in developing AvM Plans
• Participating in the evaluation of supplier-provided components for availability.
• Reviewing and validating Availability data for final monthly report.
• Comparing actual maintenance activities with maintenance schedules in order to keep IT services functioning at the required level of performance and availability.
• Participating in the diagnosis of availability-related incidents and problems.
• Facilitating the resolution of IBM related issues with items not complying with the process
• Maintaining and document a schedule of tests, with client participation, for all resilient and fail-over components on a semi-annual basis.
• Overseeing availability monitoring and improvement of the process.
• Auditing India Incident/Problem Teams - IT Governance Services.
• Providing ITIL Foundation training for internal Operations.
• Providing account specific ITIL processes training for transitions to India.
• ACE Change Management reviewing and authorizing change requests for ACE Health Care account - applications and infrastructure.
• Assisted project team in transition to India Change Management to adapt to IBM ISM.
• Managed Ally Legacy CAB for MIC and ResCap BU's during transition to IBM ISM.
• Managed Ally ISM CAB.

Technical Environment: IBM MAXIMO, ISM, TSRM, GSMRT, Lotus Notes, Mainframe, Tivoli Business Service Manager TBSM , SharePoint, MS Office, MS Windows OS, Linux, UNIX, MQ Series, WebSphere, Citrix,

Confidential

GTO TSS, Global Production Control, Change and Release Manager

• Managed the overall Production Control Process for Motor Insurance BU and Residential Capital BU.
• Change and Release CAB Manager, approving ALL changes to Production environments for applications hosted in outsourced HP and IBM Data Centers in North America and internationally UK and Germany .
• Enhanced Change and Release Management Process documentation to streamline corporate processes.
• Established deployment to production policies for development teams in-sourced and out-sourced .
• Led requirement gathering and documentation approval for Change Management Tool enhancements.
• Provided weekly reports for upper management.
• Rewrote Change Management Guide for ResCap BU to streamline Corporate processes.
• Proposed cost-saving plan that will exceed 650 thousand dollars within 12 month.

Confidential

Operations Manager

• Implemented a cost-saving plan that exceeded four hundred thousand 400.000 dollars within 12 month for MIC BU.
• Managed Vendors IBM, HP, EDS, and ASP operations and deployments to Production and Pre-Production environments 36 consecutive months of NO outages in Production.
• Managed and supervised suppliers responsible for daily operation of voice, data, distributed, mainframe, and web hosted networks/applications/infrastructure. Direct the performance of suppliers responsible for network planning and management, local and remote network hardware installations, network production support activities and proactive network monitoring functions.
• Developed and implemented the applications change deployment Process that led to error free deployments and increased applications availability. Overall availability for 2008 was more than 99.99 .
• MIC BU Operations budget owner.
• Managed the overall Change Process in ensuring that established standardized methods and procedures are used for efficient and prompt handling of all changes. MIC CAB Manager - Validating that Change and Release Management processes are being performed effectively and consistently by all performing suppliers.
• Incident and Problem Management - Reviewed and approved Root Cause Analyze RCA , approved corrective actions, tracked and validated those corrective and preventative activities occurred and were communicated across organization.
• Re-wrote Requirements Specifications SRS documentation template specifically Non-Functional requirements for MIC applications.
• Managed deployment activities for Web, Distributed and Mainframe applications related projects.
• Supervised Vendors application Sustain activities.
• Voting member in GMAC Global Vendor/Operations Governance.
• Managed off-shore and local Vendors activities in respect to GMAC Insurance Web sites operation, maintenance and availability.
• Project Tollgates Stakeholder for MIC ITG Operations.
• Managed Hosting budget for MIC Application Maintenance, Infrastructure Development, Data Center Computing and Mainframe Computing . Operations team Project planning, vendor's management and project status reporting.
• Interviewed and hired new personnel.
• Managed medium to large scale application development, enhancement and infrastructure projects in an outsourced environment using SDP Methodology for GMAC Insurance applications.
• Developed detailed plans and schedules, monitored project metrics for significant deviations in quality, cost, or schedule.

Technical Environment: SUN Midrange and High-End Servers, EMC Storage. Sun Solaris 9/10, IBM 2064-1C6 Mainframe, Z/OS for MVS, BEA WebLogic Server 8.1./9.2, Java, iPlanet, Oracle 9i and 10g Database, Oracle 10g Report Server, Test Director, Caliber, SSL, MD5 Encryption, MS Office, MS Project, MS Visio, MS Windows, Lotus Notes, Adobe Acrobat, McAfee Anti Virus

Confidential

IT Manager

• Managed a cross functional professional staff in providing IT computer operations services in the following sections: Servers Administration and Support, Data Center Operations second level support, Change Control and Scheduling.
• Held accountable for departmental compliance to customer service requirements as documented in SLA and key performance measurements.
• Managed multiple technologies and computer platforms to support CGI's strategic business initiatives.
• Managed several projects Architecture and development for new UNIX/LINUX/NT5 infrastructure, Servers Consolidation for Data Center, Implementation of new WEB enabled applications along with new hardware for In-House and On Line Credit Unions. Utilized NIKU 6 application for scheduling, control and reporting. Architected hardware infrastructure for various In-House CU's.
• Evaluated tasks and set technical priorities for multiple assignments and successful completion of intra and interdepartmental projects.
• Made effective operational decisions, monitoring progress, and reporting results.
• Managed team roles and responsibilities, coordinated resource requirements and provided team performance expectations.
• Provided requirements gathering, cost estimation, and testing coordination.
• Tracked project status, created project status reports and reported status to all project stakeholders.
• Developed Configuration Management Plan and Change Control Management procedures for CU Business Unit.
• Trained, scheduled and monitored technical personnel.
• Interviewed and hired new technical personnel.
• Operations budget owner.

Technical Environment: SUN Fire V100, V120, V210, V240, 280R, V480, V880, E450 Servers, Sun StorEdge 3310 SCSI Array. HP ProLiant DL 320, 360, 380 and 580 , AlphaServer DS25, ES45, Sun Solaris 8 and 9, Tru64, Red Hat Enterprise Linux ES3, Debian Linux, SUSE Linux, MS Windows 2000, Windows XP Pro, Veritas Backup Exec V8.5 V9.0, Ipswitch - WhatsUp Gold Network Monitoring, SSL, MD5 Encryption, MS SQL Database server, MySQL Database, Java, PHP, Perl, HTML, iPlanet, IIS, Korn Shell, MS Office, MS Project 2000, NIKU 6, ESP, McAfee Anti Virus, Norton Anti Virus

Confidential

Program/Project Manager - Information Specialist

• Managed large and medium size mainframe and client server applications enhancement projects that span over multiple systems and platforms IBM 2064-1C6 Mainframe, Z/OS for MVS, OS/390, AS/400, UNIX and MS NT4/2000 OS DB2, Oracle, Sybase and MS SQL databases, WEB enabled applications for GMAC Insurance account.
• Managed multiple projects for software development/support teams of 5 15 developers.
• Maintained responsibility for all aspects of Project management including Project Initiation, Cost Estimation, Requirement Gathering, Planning, Resource Management, Tracking, Execution, Change Management, Metrics Reporting, Project Control, Implementation and Close-Down CMM Level3 .
• Tracked project status, creating project status reports and reporting status to all project stakeholders.
• Coordinated release schedules, resolving project and production support issues with the project team, support team and customer.
• Managed Infrastructure Projects IP transition, Database and OS Upgrades Mail migration/relocation, etc. for MIC account.
• Managed Y2K and Contingency Projects midrange platform for GM/GMAC/MIC NAO.
• Developed and coordinated compliance Test Plan for HP, SUN and IBM Hardware, HP-UX, Solaris and AIX OS, Sybase and Oracle Databases.
• Developed strategy to bring Midrange Infrastructure in to Year 2000 Compliant Stage. Coordinated Project with Y2K Application Team.
• Prepared Presentations for EDS Senior Executives and Key GMAC/MIC Executives.
• Administered System and Application Databases for several Sybase databases.
• Installed, configured and maintained several Sun Solaris Servers based on Sun Enterprise 5500 Servers.
• Managed SLA reporting database MS Access 97 for MIC Applications.
• Supported Communication Team to monitor and troubleshoot data communication problem through customer and EDS WAN configuring and troubleshooting Cisco routers and switches .
• Installed and configured MS SQL for EDS DBM Domain.
• Installed and configured Wintel Server to manage and monitor MIC UNIX and Wintel Servers using BMC Patrol.

Technical Environment: SUN Sparc, SUN Ultra, SUN Enterprise Servers, IBM RS 6000, AS/400, S/390, HP 9000, IBM 2064-1C6 Mainframe, Z/OS for MVS, Compaq Servers, Solaris 8, AIX 4, OS/390, HP-UX, Cisco routers/switches and OS, MS Windows NT4, MS Windows 2000, MS SQL, Lotus Notes/Domino, Sybase Database, Oracle Database, PL SQL, Transact SQL, C , Java, Access, Visual Basic, Power Builder, Cobol, PL2, PL1, JCL, Cognos Impromptu, Data Warehouse, ER Win, Veritas Backup Exec, MS Outlook, MS Exchange, Lotus Notes Mail, MS Office, MS Project 98/2000, CA ControlIT, CA InoculateIT, SSP 3.8, CMM Level 3

Confidential

ISS Assistant Manager

• Managed several large projects: Internal infrastructure upgrade, Hardware/Software upgrade.
• Managed an OS migration Project from MS Windows 3.1 to MS Windows 95 including new OS/SW load development, testing and deployment, rollout of more then 1,000 desktops/laptops.
• Designed and deployed office network for new remote location.
• Trained, scheduled and monitored technical personnel.
• Interviewed and hired technical personnel.
• Developed and maintained infrastructure software license inventory utilizing Lotus Notes database.
• Maintained parts inventory.
• Evaluated new hardware and software.
• Consulted Help Desk team in hardware and software problem solving.
• Developed and tested new software loads, Quality Control of all deployed equipment, in-house consultant's technical support.
• Participated in developing comprehensive summary for senior level management incorporating weekly and monthly metrics reports from HW/SW and Help Desk Departments.
• Wrote technical policies and procedures.
• Organized and maintained software library database.

Technical Environment: Lotus Notes/Domino, MS Windows NT4, MS Office, Ghost, HP Laptops, IBM Laptops, DELL Desktops, Compaq Servers, Norton Anti Virus, PC Anywhere.

Confidential

Service Manager

• Trained, scheduled and monitored technical personnel.
• Maintained service for company Training Center.
• Maintained parts inventory and ordering.
• Interfaced with Customers contract accounts and end-users .
• Interviewed and hired technical personnel.
• Prepared monthly status reports.

Technical Environment: IBM and Compatible PC, Laptops, laser, ink jet and dot matrix printers, MS Windows NT, Novell, Macintosh, McAfee Anti Virus, Norton Anti Virus

Confidential

Computer Engineer

• Maintained client network Windows NT and Novell Servers .
• Provided technical support and consulting.
• Maintained, troubleshot and repaired IBM and compatible PC and Macintosh computers, dot matrix, laser and inkjets printers.

Technical Environment: IBM and Compatible PC, Laptops, laser, ink jet and dot matrix printers, MS Windows NT, Novell, Macintosh, Industrial computers.

Confidential

• Senior Research and Development Engineer Product/Program Manager
• Managed team of 30 people developers, designers and technologists.
• Managed large projects for new research and development.
• Produced the design, development and prototype manufacturing of analog and digital multi meters and high-precision electricity consumption meters.
• Performed field installation and checkout of measurement systems.
• Made required field modifications for proper performance and operation.
• Provided quality control and marginal testing.

Confidential

Research and Development Engineer Program Manager

• Managed research projects for new development of Power Supplies circuitry.
• Designed and developed primary and secondary Power Supplies.
• Designed and developed analog and logic circuitry for test equipment.
• Performed a variety of metrology and control testing including temperature, pressure, flow concentration parameters measurement and calibration.

METHODOLOGIES:

GM - SDP 21, Ally/GMAC SDP10x, EDS SSP, PMI Project Management Body of Knowledge, CMM, CMMI, ISO9000,and QS9000, Six Sigma.

TECHNICAL EXPERTISE: