Service Delivery Manager Resume
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Dublin, OH
SUMMARY OF QUALIFICATIONS:
- 10+ years of project management experience with extensive knowledge specifically leading and specializing in infrastructure initiatives.
- Prince - 2 certified (UK equivalent of PMP), ITIL Foundations V3 Certified and Certified Agile Scrum Master.
- Extensive infrastructure leadership experience and recognized for the complete migration of Cardinal Health’s NT legacy servers (800 servers) to a virtualization platform (received Chairman’s award for successful migration & implementation).
- Has experience in managing up to $10 Million in budget control.
- Experienced in implementing PM methodologies into company policies and procedures.
- Infrastructure project management experience spans across Data Centers, Supply Chain and Logistics, EDI implementations, SAP and e-commerce implementations/migration projects.
TECHNICAL SKILLS SUMMARY:
- Project Management
- Budget Control
- Vendor Management
- Infrastructure Services
- Application Development
- Agile
- ITIL/IT Service Management
- Business Analysis
- Risk Mitigation
- SAP
- E-Commerce
- Scope of Work
- EDI
- Change Management
- Disaster Recovery
- SLA
EXPERIENCE PROFILE:
Dublin, OH
Service Delivery Manager /Disaster Recovery Specialist/Project Manager
Confidential
Responsibilities:
- Assumed responsibility for ITSM Service Management (Incident, Problem and Change) for the Medical and Corporate Segments of CAH driving down impact to both the company and customers.
- Defined an operational roll out of RCA impact analysis to Enterprise IT which empowered teams to Restore Service quicker and thus reducing impact.
- Drove Root Cause Analysis on incidents through analytical methods, using a modified ITIL process.
- Reported weekly metrics on outages and root causal to IT leadership to drive down change related incidents by tower.
- Defined the requirements for the migration from our legacy tools to Service Now for the Problem and Defect Module reducing the suite of tools used from 16 down to 1.
- Served as Process Owner for time tracking within EIT - for both Service Delivery and Project Management.
- Assumed responsibility for disaster recovery process and coordination of DR tests within Cardinal Health.
- Identified gap within area of Crisis Management within Cardinal Health, and developed a tool to globally track crisis location and incremental weather tracking.
- Conducted numerous successful DR/BC tests to include Finance/Treasury.
- Worked on Medical Business Transformation, Project Omega, NPS Real Time Pharmacy and other projects determining DR strategy and direction.
- Completed analysis of Sungard contract and reviewed the Medical Segment’s application mapping to business process to update the contract and add additional value to Cardinal Health’s DR capacity and reduce the annual cost of the contract by $500,000.
- Led the effort to rights level the OGTP Blade Environment 160 Blades), deploy VIO to OGTP AIX environment and the OGTP (Standardized SAP platform for enterprise) project was $5M.
- Completed the NT Reduction Program (9.1 million dollars budget). Retired 800 NT legacy servers, 24 legacy applications, and introduced virtual technologies (ESX- VMware) into Cardinal Health.
- Received Chairman’s award in 2007 for the NT Reduction program.
Mount Vernon, OH
Project Manager
Confidential
Responsibilities:
- Assumed responsibility for infrastructure implementation for global SAP roll out.
- Successfully rolled out new fiber project and LAN upgrade to Mount Vernon campus as part of the SAP infrastructure roll out.
- Deployed a new corporate VPN solution for RRESI, saving R-R $250,000.per annum.
- Deployed a new standardized time and attendance solution to plant floors for work force replacing the system that had been in place since 1978 (AT Server).
- Assisted defining a storage solution within Rolls-Royce Energy Enterprise architecture.
- Appointed as technical lead on BASIS team by RRESI- Mount Vernon with ABAP output queries and reports, troubleshoot issues at a local level, assisted in defining SLA for SAP support for RRESI- North America.
Columbus, OH
Business Analyst, Web Applications Developer, IT Manager
Confidential
Responsibilities:
- Assumed responsibility for development of company and sister companies’ websites on internet and intranet.
- Mentored co-workers on IT related issues and advised President of company on various IT solutions.
- Assumed responsibility for IT acquisitions within company with dealing with third party vendors and subsequent rollout.
- Developed methodology and process on all IT solutions within company.
- Standardized client platform to MS 2000 and server to MS Server 2003.
Project Manager, Business Analyst
Confidential
Responsibilities:
- Assumed responsibility for development of requirements and scope of work for implementation of infrastructure deployment and upgrade to Microsoft Windows 2000 from Windows NT and deployment of new hardware to both corporate headquarters and remote sites (including internationally).
- Assumed responsibility for status reporting (both verbal and written) to CEO of company and troubleshooting any issues that arose with the project team and third party vendors.
- Mentored co-workers in project management methodology and placed project management methodology into company policy and procedures (PRINCE-2/PMI).
- Refined business practices with vendors and internal procedures via technical writing and verbal communication.
Columbus, OH
Project Manager
Confidential
Responsibilities:
- Defined methodology for Sterling Commerce Outsourcing and worked to sell project management practices to executive management, by successfully putting project management methodology in place.
- Successfully developed standardization of EDI migration/implementation test cycles, lowering test cycles by 20%.
- Assumed responsibility for multiple mid to large sized cross platform e-commerce implementation and migration projects at all stages of their life cycle: analysis, design, implementation, and support for clients such as Stanley Works, Eagle Foods and Twin Disc.
- Provided processes for quality assurance and customer service of all project deliverables and performance reporting of project issues and progress.
- Developed and managed plan for full development life cycle of projects.
- Developed aggressive approach toward goal formulation, task completion, and client service.
