Acquisitions / Integrations / Best Practices / Infrastructures / QC / Outsourcing / Field SupportProductivity Improvement / Vendor Relations / Project Management / Global Accounts / CRMI have a solid track record of delivering leading-edge, workable technology solutions that cut costs and built customer loyalty. Working closely with clients, executives, end-users, development teams and sub-contractors, I’ve delivered projects on or ahead of schedule and often below budget for Fortune 500 and public sector organizations. Designing, developing and implementing complex global initiatives Mentoring and building highly-adept, multi-site teams of IT professionals Analyzing technology needs and devising cost-effective solutions Prioritizing workflow to maximize productivity Managing client account transitions to achieve win-win resultsDriven, analytical and business savvy, I execute projects quickly while winning cooperation at all organizational levels. I’m known for my excellent communication and problem-solving skills that generate confidence both internally and externally. I work well under pressure and use my sense of humor to maintain team morale and unity. My success is supported by a BS in Computer Science from the University of Oregon.
Mar 2000 - May 2009
Service Delivery Manager
IBM Global Services
Charged to restore customer confidence and redesign the Incident, Problem, Change & Release team’s processes utilizing ITIL Foundation principles for a troubled account beginning a service improvement plan. Took on additional responsibilities to improve potential audit exposures, developed executive reports to identify trends and areas needing the leadership team’s attention. Additionally mentored and developed a diverse team of IT professionals. • Managed a team of Project Managers responsible for the successful delivery of over 70 customer and internal projects in a year with a total cost value of over $10M. • Lead the account’s Technical Solution Architect team managing the 2nd largest database archive in the world, with over 100 billion check images stored on 12 Petabytes of disk and tape mirrored across multiple locations with full DR capability. • Formed a team of Process Architects to develop, write, update and maintain a library of over 200 process and procedure documents.• Overall responsibility to approve, purchase, track and dispose of over 1500 Hardware assets located in 4 Service Delivery Centers.• Formed a new business strategy and processes, to enable the IBM internal account to bring in additional work resulting in over $700K worth of new billable hours for End User Services in the first year.• Managed successful transitions and projects for Cendant, American Express, Qwest, Wells Fargo, Bank of America, Healthlink, Disney, Viewpointe, and Allianz of America
Dec 1998 - Mar 2000
North American IT Field Operations Manager
Entrusted to manage the deskside services group for a brand new outsourcing account. After six months, duties and scope of responsibilities were expanded to also include managing helpdesk functions and North American IT field operations, with overall responsibility for client end user support issues at the customer’s corporate headquarters and over 30 North American field offices supporting over 2000 end users.• Global project manager for Y2K infrastructure remediation. This required extensive travel in Europe.• Worked closely with senior management and finance to implement strict standards adherence that drastically reduced employee downtime and shortened technician response times.
Jun 1991 - Dec 1998
Eight year career involving promotion through increasingly responsible positions with direct end-user contact reporting directly to the Director over global IT Infrastructure. • Successfully managed a project for the worldwide deployment of Exchange Server using the MS Outlook client for over 2500 users.• Designed Visual Basic scripts to improve support team response times & reduce burden, by automating deployment of patches & upgrades.• Developed programs to automatically query all network systems, to gather hardware & software information to be used for future planning and migrations• Negotiated purchasing, support and maintenance contracts