- 20+ years’ experience in Information Technology performing the following roles; Sr. Technology Services Manager, Director of Technology Services, Global Program Manager and Transition Manager, Sales Manager and Account Executive.
- Industry experience in Federal and State Government, Biotech, Health & Pharmacy, Manufacturing, Finance, Banking, Transportation, Sports and Entertainment, Retail, Oil/Gas and Telecommunications.
- End - to-end Planning, Building, Managing and Improving Operational IT Services. Expertise in creating and implementing new processes, updated standard operating procedures and Service Level Management focus.
- Systems Development Lifecycle (SDLC) and Enterprise Life Cycle( ELC)
- Information Technology Infrastructure Library (ITIL)
- Information Technology Asset Management (ITAM)
- Six Sigma compliance
- Project Management Standards (PMO & PMBOK)
- Excellent Communication skills with a Problem Solving disposition in working with C-Level and Senior Management
- 3 legged expertise with operations and IT Service Delivery Management, Sales Management and Program Management
- Utilization of HP Global Methods, PRINCE2, Microsoft Principles of Infrastructure Deployment Project Management Methodologies (based upon PMBOK), as well as, utilization of HP Software Development Life Cycle Framework
Provider pursuit support, solutioning and management for IT Services. Assisted in the pursuit and client award of a $100M+ Infrastructure opportunity. Accountable for developing and leading the execution of the Williams Companies engagement. Successfully developed and managed the planning, knowledge acquisition, ITIL process creation, shadow support, primary support and cutover to operations for infrastructure outsourcing engagement replacing IBM. Scope included Cross Functional areas, DBMS, Messaging, Middleware, Network, Security, Server and Service Desk areas. Project completed 2 weeks before planned finish with excellent ratings from client CIO.
IT Services Delivery Manager
Accountable for the day-to-day planning, building and delivery of technology services to 15,000+ users in North and South America for Pfizer account. Responsibilities include but not limited to, the oversight of daily, weekly and monthly continuous improvement for ITIL and ITAM metric measurements, SLA’s and KPI’s. Responsible for new projects which effect the business, users, clients in the areas of desktop, server, network and infrastructure. Implementing a new ITAM inventory, ordering and refresh system for our sites which will save $2.2M. Managing the integration of Wyeth & King acquit ions into existing operations. SLA’s and KPI exceeded target of 90%+ uptime availability of all services for my locations.
Global Program Manager / Transition Manager
Single Point of Contact for client. Responsible for creating service based outsourcing solutions and strategies for new business opportunities. Accountable for leading the overall execution and implementation for client outsourcing engagements for all aspects of Infrastructure, Desktop, Server, Network and Service Desk Towers. Created and implemented ITIL and ITAM Operations standards for day-to-day processes and management. Fully skilled in multiple project methodologies and expert in using MS Project. Successfully led programs for the following accounts, with teams ranging in size from 12-150 team members:
Director of Major Account Technology Services
Responsible for creating a major account service delivery organization to support Confidential’s 10 largest customers. Created groups goals and objectives which where aligned with Confidential Corporate strategy. Assisted in creating a standard organizational structure for regional technology service teams. Worked with team of Regional Technology Directors to create and implemented a new major account technology delivery standards, tools and policies.
Acting District Director of Sales
Sales responsibility for failing district. Took over district which was losing $7M annually, by end of first year that was down to $720K loss. In year 2, revenue was $33M with a profit of over $2.8M. Actions included, setting specific quarterly targets, removing unnecessary and underperforming personnel, renegotiated customer contracts, hired proven resources and performed weekly performance reviews.
Account Executive for Confidential
Account duties included leading enterprise desktop, server and services outsourcing opportunity for Motorola account valued at $300M. Increased Services Sales by 24% year-over-year in Motorola account. Led IBM and Lotus in a solution response to the largest Email RFP at time for Lockheed-Martin (178,000 seats). Lost to Microsoft when Bill Gates gave away every seat license to Lockheed-Martin for free and IBM was not willing to meet that offer.
IT Business Unit Consultant
Responsible for Carrier Corporation’s $1.2B Residential Division. Responsible for all Systems, Application and Vendor Management. Assisted in creating new standards and policies in client/server based computing. Assisted in orchestrating outsourcing of Client/Server service based activities to outsourcing provider. Led the transition for Carrier Corp. on the day-to-day IT operations for the outsourcing initiative. Created SLA reports, ran daily operations meetings, managed issues and resolutions. Oversaw implementation change from IT internally to IT Outsourced.
Business Consultant & Technology Support
Supported Novell and Windows based Client-Server based infrastructure. IT Business Liaison for Executive Management Team, Human Resources and Accounting business groups.
Sales, Capture Management, Marketing Support, Outsourcing Service Management, Sales Management, Operations Management, Program Management, Project Management, Infrastructure, Desktop Management, Server Management, Network Management, Application Development, startup, Profit and Loss statement, Systems Development Lifecycle (SDL), Enterprise Lifecycle (ELC), ITIL, ITAM, PMO, PMBOK, Service Center, CMDB, Business Objects, reporting, Service Level Agreements, SLA, Key Performance Indicator, KPI, Six Sigma, Vendor Management, Risk Management, Budget Planning, Project Management Methodology, Software Development Lifecycle Framework, Process Management, Daily Monitoring, Customer Service, Operations Budget, Increase Revenue, Reduce Costs, Problem Management, Knowledge Management, Change Management, Configuration Management, Incident Management, Asset Management, Request Management, Release Management, New markets, business development, critical thinker, MPS, Managed Print Service, Office Print Service, Copier, Xerox, CRM, Service Management, Service Center, CMDB.