EXECUTIVE SUMMARY

• Results-driven senior IT professional possessing dynamic interpersonal and communication skills with recognized
• success in managing and effecting positive change and improvement in medium to large IT Supportenvironments.
• Maximized management processes for IT service environments to improve customer satisfaction.
• Proven success in competencies such as project management, IT customer/vendor support, strategic planning,infrastructure support, applications and network security, contract negotiations, process re-engineering, help desk and data centers.
• Demonstrated ability in leading cross-functional teams supporting network users and executive management.
• Experienced in IT service delivery of helpdesk, desktop support, datacenter and end user services.
• Managedin-sourcing of Global IT Services Delivery of 2 billion Corporation, resulting in annual savings of over 8M.
• Re-engineered and constructed numerous large data centers and multi-level technical support centers.
• Recruited and managed 100 certified agents and desktop engineers to support technical call centers and depot repair site locations through the U.S. and the world.
• Developed and implemented government and private IT budgets in excess of 4.5 million.

PROFESSIONAL EXPERIENCE

Project Manager/Information Security Analyst

• Global Information Systems Elevated Access Review Project Manager/Analyst and Lead Security Risk Liaison for executive management.
• Managed and analyzed risk information and data for remediation of all levels of risk threats.
• Developed statistical extracts from online information databases and web tools.
• Produced daily, weekly and monthly risk analysis reports for senior management.
• Participated and represented senior management in operations review meetings.
• Provided oversight and support to application development teams for all identified access risks.

Confidential

Project Manager/Information Security Analyst

• Managed system risk vulnerabilities from identification to closure Business As Usual for all Citi-Group databases.
• Facilitated weekly forums for discussion of open security risks and identification of risk levels to Citi.
• Liaison for Security State Management team and Engineering, Testing, and Operation teams.
• Prepared and analyzed all ad-hoc reports reflecting vulnerability status and resolution.
• Represented Security State Management team as SME and Lifecycle Manager for database products.
• Managed twelve database analysts for global knowledge update and migration.
• Planned and implemented the global integration for over 5,000 Service-Now knowledge base articles.

Confidential

Sr. Manager/Director of IT Service Delivery

• Managed and directed DELL out-sourcing of service delivery support for all corporate desktop and helpdesk services.
• Planned and managed the in-sourcing from EDS to support all IT service delivery for the corporate IT infrastructure.
• Project manager for all data and information technology projects related to wireless LAN, SAN, helpdesk, corporate data center, 1500 wireless handhelds and 3800 email users.
• Technical advisor for design and installation of all data center servers and environmental systems.
• Authored and implemented technical IT documentation, including Business Continuity and Disaster Recovery.
• Managed Service Level Agreements SLAs for corporate client support and online systems availability.
• Recruited, hired and managed all technical support staff for database analysis, server administration, active directory and mobile hand held operations.
• Performed as IT Services Liaison to all executive level management.
• Published high level requirements documentation for network, disaster recovery and applications systems.

Confidential

Information Management Consultant

• Independent IT Consultant for specialized professional services to design and manage call centers, help desks and data center operations.
• Completed classroom instruction and training for teaching computer basics to senior citizens.
• Provided independent services to design and update both user and technical support documentation.
• Analyzed business requirements and developed solutions to improve operations productivity.

Confidential

Project Management Consultant

• IT Consultant for Blue Cross Blue Shield senior client server operations management team in Dallas Texas.
• Provided technical assistance and project management for all systems development groups.
• Planned and facilitated project reviews for all corporate applications development.
• Created and designed both user and technical procedures and standards documentation.
• Maintained web database for all client services development projects.

Confidential

Customer Support Manager-Information Services Technology

• Managed the corporate technical call center help desk supporting 4500 U.S. employees.
• Increased the IT customer support center first call resolution by 50 .
• Developed and published SLA and OLA statistics to senior executive management.
• Supported and monitored operations utilizing CA UniCenter TNG, BCMS Vu, AHD and Remedy.
• Developed and documented policies and procedures for the technical call center.
• Improved overall customer support services performance by 75 .
• Re-engineered processes and optimized department resources to improve productivity and image.

Confidential

Senior Customer Service Support Manager

• Restructured all operations and workflows for the corporate site support center and call center help desk.
• Managed 28 desktop support technicians servicing approximately 6000 U.S. employees.
• Implemented new organizational structure to managed 45 certified call center agents in multiple site locations.
• Re-engineered the design and processes for the call center help desk, order administration, warehouse operations.
• Senior Project Manager for the Sony Joint Venture and EMX Consolidation.
• Consolidated Lynchburg VA and Dallas TX call support help desks into one virtual global call center.
• Designed, documented and published statistical reporting for all data services support operations.
• Redesigned and implemented a multi-tier technical support call center to support all global customers.
• Maximized the productivity for 28 certified field engineers to improve overall technical performance.
• Strengthened network client relationships and improved IT Service Center customer satisfaction ratings.

Confidential

Senior Project Manager

• Senior Project Manager of Y2K Mainframe Compliance for Blue Cross Blue Shield located in Dallas Texas.
• Planned and facilitated weekly review forums for all scheduled project tasks.
• Liaison to executive management on all Y2k project activities for hardware and software applications.
• Designed, developed and published technical project documentation library.
• Analyzed and compiled statistical data to manage project schedules and timeline implementations.
• Designed, implemented and managed the Y2k millennium war room for Health Care Services Corporation in Texas and Illinois.

Confidential

Director of Information Services

• Managed all IT network information services supporting regional infrastructure, application systems, voice/data communications and remote business information technology devices.
• Managed the local and remote technical support for all national network LAN/WAN users.
• Negotiated corporate contracts to provide consulting services to improve corporate email and wide area network performance.
• Coordinated the purchase and installation of all corporate phone systems and voice messaging systems in Hayward CA, Marietta GA and Gaithersburg MA, to support corporate clients.
• Completed Risk and Impact analysis to maximize administrative support for the financial network.

Confidential

Director of Network and Telecommunications

• Managed LAN/WAN, telecommunication and large mainframe support for 200 national and international users.
• Completed the strategic and tactical re-engineering implementations for all corporate information systems.
• Designed and implemented new corporate help desk facility to provide technical service and support for all national and international business operations.
• Designed and published policies and procedures for disaster recovery and all corporate support functions.
• Managed all corporate technical support and upgrades for UNIX, AIX, Windows, DOS, and Microsoft OS.
• Coordinated and implemented all network upgrades for Cisco routers,Sun systems, Cabletron hubs and IBM AS400 mainframes. Created and managed a 1.5 million dollar corporate IT budget.

Confidential

Information Technology Consultant

• Redesigned architectural network topology for Texas Instruments, general south campus.
• Performed technical analysis of the LAN/WAN environments to manage the installation and integration of the redesigned network and telecommunications infrastructure for the worldwide TI computer network.
• Developed and published technical documentation for local network infrastructure.
• Created documentation and network diagrams utilizing Microsoft Project, Excel, VISIO and MS Word.
• Published user manuals and network configuration manuals for TI senior management.
• Redesigned and implemented multi-protocol environments supporting fiber optics, Ethernet Bridge/Router connectivity Cisco, UB, and Cabletron for large Texas Instruments network user groups.

Confidential

Senior Office Systems Administrator/Info Services Administrator

• Planned, implemented and managed the Information Services operations to support 2000 client users in the San Antonio, Houston and Dallas RTC Consolidated Offices.
• Designed and managed the construction of three corporate data centers to support all corporate field office network locations.
• Negotiated and supervised the implementation of network infrastructures and telephone communication systems for the Dallas RTC locations, including all cable plants.
• Coordinated all applications systems development to process and generate the information required to close over 50 failed financial institutions.
• Participated as one of the 17 RTC Field Services Directors on the national RTC IT committee. This group was assembled to direct and design all of the information technology to support the national project.
• Created and implemented the corporate IT budget in excess of 4.2 million dollars.
• Trained, managed and supported corporate LAN and WAN network operations resources.
• Developed and published technical documentation and statistical reports for RTC senior management.
• Familiar with processes and procedures for compliance with federal agency guidelines.