SUMMARY:

• 15+ IT Management
• 10+ Network Infrastructure
• 5+ Project Management
• 5+ Service Delivery/Change Management
• 5+ Server Support
• 3+ Application Development

TECHNICAL SKILLS:

• Commercial engineering and end user programming experience with HP - BASIC, Dbase, C
• Configure/deploy 800+ Novell and Wintel servers, 100+ Linux Servers
• Configure/deploy 1500+ Cisco routers, switches, firewalls, probes and related equipment
• IPX, TCP/IP, RIP, IGRP, EIGRP, OSPF, MPLS
• LAN, WAN, MAN, X.25, Frame Relay, ISDN, VPN, SONET, ATM, Ethernet, Token Ring, FDDI
• MS Office Suite, SolarWinds, Sniffer, Concord, OpsWare
• Remedy, HP Service Manager, Service Now, SBM, QIP
• ISO 20000, Scrum, Agile, ITIL, PMI, F5, CCNA, CNE, Visual Basic

PROFESSIONAL EXPERIENCE:

Confidential

Infrastructure Project Manager

Responsibilities:

• Develop and publish Kanban status board to team, stakeholders and Senior Management
• Waterfall methodology with daily scrum for critical items
• Vendor and cross functional team development and management
• Liaison with DB, Server, Network and Security teams to implement hardware architecture in parallel with existing system
• Direct vendor driven custom software installation in conjunction with internal support teams
• Strategy and timelines communicated to internal stakeholders and customers
• Implementation/Migration management with fall back provisions
• Mainframe Batch Optimization
• Generate deliverable goals/scope from vendor study. Establish stakeholders and key management. Obtain approval and sign off
• Establish cost and duration estimates; assign resources, monitor baseline vs actual and ETC
• Relationship building and resource scheduling for development, QA, test and production optimization teams
• Change and steering committee approval for exceptions
• Data Center Study for Stay vs Move
• Cost Benefit Analysis Move costs vs reduced run rate projections over time/ROI
• Inventory strategies
• Scope development
• Risk vs Reward based on location, downtime, app migration, equipment costs, etc.
• DASD & microcode update
• Create and manage schedule for major mainframe outage recovery/resolution
• Customer and senior management communications
• Establish DASD, Engineering, Production and vendor team timelines and integrate/sequence into overall schedule
• Problem Management
• Design, Document and initiate implementation of ITIL compliant system and process
• Integrate into existing Change and Incident Management processes
• Conduct SOR’s and PIR’s for Sev1 and Customer requested incidents
• Track and follow up on status of PIR action items

Confidential

Network/Project Manager

Responsibilities:

• Manage various teams (Internet, Data Center Network, DNS) and QIP project
• Provide team leadership and vision during organizational restructure
• Manage 12 member Internet Team through transitional realignment
• Use Service Now to produce:
• Templates for Pre - Approved Changes
• Team Change, Incident and Service request metrics
• Daily Change and Incident metrics review (Service Now) to reduce Incidents by 24%
• Resource management reports presenting total client demand by engineer
• Drive out of scope work request streams into revenue enhancing projects
• Prepare and deliver Management presentations highlighting service gaps, technical areas of concern and remediation recommendations
• Team with Disney Service Delivery teams (Incident, Problem, Help Desk) to measure and manage SLA’s and negotiate MTTR on impacting events
• Supervise, Hire and Manage 5 member DNS/DHCP team
• Manage Project, BAU change and incident management work streams
• Establish relationship with business and technical resources to create priorities, manage resources and resolve issues
• Lead/PM bringing at risk QIP (DNS/DHCP) project to completion.
• Waterfall approach with iterative deployment
• Implement 100 platform refresh of hardware (HP), OS (Linux) and application (QIP) software across multiple LOB’s (P&R, ABC, ESPN, DCL, Lucas Film)
• Revise change process and communication plans
• Complete project without impact to any production operations
• Team with Disney and Confidential stakeholders to re-scope and reschedule project
• Develop and document end user testing and acceptance requirements
• Develop patching and vulnerability management processes.
• Update Resource, Risk and Communication plans

Confidential, Dallas

Service Delivery Process Owner

Responsibilities:

• Manage staff of 7
• Facilitate all CAB and Emergency CAB meetings
• Prepare and deliver presentations and training for customers, staff and management
• Update documentation to include process updates, training and resource matrices
• Drive vertical Service Delivery improvements through establishment of horizontal integration points with Change, Configuration, Incident, Problem, and Release processes
• Implement Change Management and weekend change coordinator projects
• Drive Continuous Process Improvement:
• Establish Kanban board for tracking RFC’s through the change process
• Automate, eliminate and update numerous reports and agendas
• Forward schedule of RFC’s and Releases through automated calendaring
• “Win the Day” deliverable meeting for Service Delivery
• Align RFC task lengths with maintenance windows by environment and risk level
• Use BMC Remedy
• 32% increase in RFC’s “Completed on Time”
• 97% decrease in “Outage Time Cause by RFC’s”
• 76% decrease in Incidents
• Change Management Coordinator
• Provide lifecycle ownership of changes
• Relationship building with technical teams driving loyalty to evolving change standards
• Weekend Change Coordinator - Team with Help Desk to manage changes during critical maintenance windows
• Change locking - Ensure RFC tasks and dates are not modified after approval
• Repeatability through commonality
• Templates for low risk common RFC’s
• Service Desk builds via Service Request
• Initiation stage to automate CMDB updates and notifications for Configuration Management

Confidential:

Service Delivery Project Manager

Responsibilities:

• Manage ~1K monthly change events
• Coordinate implementation of changes with project teams
• Ensure impacted CI’s are documented in change and updated in CMDB
• Develop change templates based on change types, locations and risk
• Chair and membership in various CAB’s for review and approval of changes
• Develop contingency actions based on potential change impact
• ~75% to 98.7% RFC success rate improvement through establishment of metrics for review, diagnose and classification of failed change
• Team with PM’s for resource planning, work breakdown, risk/issue management, implementation planning, testing, and training/communications
• 75% reduction in Incidents while reducing MTTR by 40% over four year period
• Measure Service Delivery through incident tracking by defining, implementing and collecting scorecard metrics
• Establish incident categories, map data to categories, analyze data for trends
• Develop critical site and application lists to establish change impact and risk
• Develop list of critical business processes
• Data analysis to identify compliance, regulatory and dependency issues and timeframes
• Publish and socialize resulting timeline and detail charts
• Educate teams on critical timeframes, locations, components and interactions
• Coordinate problem management of major incidents
• Troubleshoot and lead RCA on high severity issues, assign and track action items as required
• Lead/Coordinate discussions involving technology staff and business service owners
• Process improvement to define and mature technical, vendor and customer interface processes
• Present initial incident reviews to Senior Management during daily status meeting

Confidential

Site IT Operations Manager

Responsibilities:

• Lead 30+ member geographically dispersed network infrastructure team
• Full responsibility for the infrastructure of a Fortune 10 mortgage organization:
• Infrastructure management of 5 core, 12 distribution and 300+ access location network structure mirroring business organization to include processing and data centers, retail and corporate offices, domestic and offshore call centers
• $15 million BAU budget supporting 30,000+ clients - develop, manage and control
• $1.5 to $4 billion yearly profit growth
• Acquisition and integration of 2 major organizations
• Responsible for design and implementation of network systems
• Management and process integration of CiscoWorks, HP Openview, MRTG, Sunnet Manager platforms for code, configuration, version control, upgrades and maintenance
• Lead 7 member Tier 2/3 NOC support team
• Lead 5 member Firewall team
• Deliver business aligned network management and design expertise:
• Process and procedure expertise as SME to senior management during merger
• Organizational redesign of technology support, develop a centralized operational structure; construct workflow processes which integrate personnel, operations and engineering functions of merging organizations
• Strategic plan to establish technology and vendor paths with related SLA’s and metrics
• Tactical plan to define, document and implement scope, roles and responsibilities
• Provide SOW and conduct RFP processes for infrastructure wiring, telecommunications and equipment vendors. Develop and manage budget, manage costs and quality
• Develop work steams for deployment and connectivity of networking gear from WBS. Integrate into overall project plan, collision detection and critical path determination.
• Work with multiple teams and vendors to resolve space, connectivity and power challenges
• 100+ regional office technology refreshes, relocations, openings and closings:
• Create resource plan utilizing permanent and contract resources.
• Identify and form relationships with vendors for remote support
• Develop schedule and manage budget vendors and physical resources.
• Adapt to multiple changing priorities, scope changes, evolving business process, growing bandwidth requirements, service catalog changes and staffing impacts
• Manage communications, stakeholders, costs and documentation.
• Remote data collection probes: total life cycle: identify need, write and present business case to stakeholders and management, conduct vendor search, budget, oversee deployment
• Reduce incident resolution times, provide capacity planning and operational metrics
• Remediate Legacy systems
• FDDI and Token Ring to Ethernet, Fast E and Gig E, 10 GE
• Legacy LAN wiring remediation to Cat 5, 6, 6E
• Implement remote connectivity supporting legacy requirements
• SAA gateway conversion from IPX/SPX to TCP/IP including client update
• 800+ servers and connectivity facilities
• Configure/deploy servers while streamlining deployment to increase speed and quality
• Manage vendors providing remote deployment support