Proven Senior Information Technology leader with twenty (20) year track record of progressively responsible positions in both IT and non-IT environments.Solid knowledge of project management practices, financing, strategic planning and execution, systems architecture and systems support.Demonstrated ability to work effectively with all levels of employees, lead through difficult situations, champion and manage organizational change and superior communications/presentation skills.
Managing Diverse Teams
- Support Operations
- Leading Development efforts
- Systems Design & Architecture
- Inter/Intranet Systems
- Client Server Systems
- SUN/HP Systems
- iPlanet/Websphere Application server
- Change/Release management
- LDAP, single signon, internet security
- Managing diverse teams
- Leading through change
- Cost Containment/Budgeting
- Project management
- Employee Development
- Strategic Planning
- Team over self mentality
- Managing Transition to Outsourcing
Apr 2010 - Present
Sr. Service Delivery Manager
Sr. Vice President – Sr Service Delivery Manager, April 2010 – Present
Responsible for crafting strategy for Enterprise Leverage for Testing Center of Excellence (TCoE). Accountable for formulating a long term strategy for TCoE that created a focus on Quality through all aspects of the testing cycle. Principle tenants of this strategy included a unified operating model, pulling together testing efforts across the enterprise, and building a strategy based on providing world-class quality and testing services to our customers.
Feb 2007 - Apr 2010
Sr. Service Delivery Manager
Vice President – Sr Service Delivery Manager, Feb 2007– April 2010
Provided primary point of contact for Contact Center Line of Business into all areas of technology. Was accountable for the project budget for the entire IVR line of business, and had broad responsibility for the portfolio of projects for the business unit. Focused on facilitating business initiated change across the business and business segments in the technology environments, including working with business groups and development groups to execute initiatives, leading efforts to stabilize the infrastructure and improve business levels of service. As the business liaison for the line of business, performed client advocacy, initiative planning and budgeting, coordinated project management and prioritization and provided broad program management across the portfolio. Also responsible for providing technology product and services alternatives and financial transparency to the line of business. Managed a group of 10 Technology Delivery managers to deliver a $25 million program portfolio.
Oct 2005 - Feb 2007
Sr Technology Project Manager
Vice President – Sr Technology Project Manager, October 2005– Feb 2007
Served as the Technical Release Manager for the Call Delivery and Measurement group. Performed broad, overall project management responsibilities relating to information technology implementations, upgrades, conversions and recovery. Responsible for coordinating resources within and across multiple projects in a matrix management environment., balancing technical requirements with schedule and costs, assisting in defining scope and impact of projects, effectively communicating impacts to the organization, establishing projects tasks, timelines and budgets and effectively managed them, defining and evaluating problems and planning effective solutions. Managed program portfolio covering projects related to the Integrated Voice Response System (IVRS) platform, Call routing and delivery (CTI) as well as supporting platforms (ACT, Witness, etc
Aug 2004 - Sep 2005
Merger Manager/Systems Manager
Merger Manager/Systems Manager, August 2004– September 2005
As Merger Manager for the Retail Internet, was responsible for all aspects of merger/data conversion planning. Duties included leading the application selection and due diligence processes, as well as overseeing business requirements formulation, data mapping and data conversion planning. Was also responsible for formulating financial requirements, securing appropriate financing and all financial related tracking and reporting.
Additional duties included acting as Interim Systems Manager for the Online Banking and Billpay applications. Duties in this role included all aspects of application management, specifically resource planning and allocation, partnering with the business units to align strategic goals and objectives with application enhancements and functionality, managing day to day development and support efforts for a team consisting of two team leads and fourteen developers. Other responsibilities included contract negotiation, execution and management with external partners providing consulting and professional services, as well as managing the financial aspects such as budgeting, forecasting and tracking.
Sep 2003 - Jan 2004
Vice President – Team Lead, September 2003– July 2004
As Team Lead for the Messaging Platform team within the Retail Internet group, was responsible for the day-to-day leadership of an application management team, and the maintenance and operation of mission critical messaging applications ECCS and KANA. Specifically responsible for the implementation of the KANA systems, Phases 2–4 that included Secure Messaging functionality, as well as integrating interfaces to other messaging systems. Team managed all aspects of the systems life cycle: strategic and tactical planning, initiation, design, construction, testing, implementation and ongoing enhancements. Also responsible for all aspects of personnel management and leadership including performance reviews, high-level scheduling, aligning tasks and projects to strategic business priorities, delivering tactical solutions to immediate needs and assisting in strategic and tactical planning for various lines of business.
Apr 2000 - Sep 2003
Vice President – Systems Manager, April 2000 – September 2003
As Systems Manager for the Commercial Bank’s Commercial Web Integration (CWI) group, Systems Manager for the Small Business Application Management area and Systems Manager for the Common Systems Application Management team, was responsible for the day-to-day leadership of an application management team, and the maintenance and operation of several mission critical applications. Teams managed all aspects of the systems life cycle: strategic and tactical planning, initiation, design, construction, testing, implementation and ongoing enhancements.
Jul 1998 - Mar 2000
Assistant Vice President - Project Manager, July 1998 – March 2000
As Project manager, managed various projects for Commercial Bank’s IT division and was responsible for all aspects of project management for projects ranging from enterprise wide initiatives, to smaller line of business projects. Responsibilities included budgeting, staffing and reporting to project partners, direct and indirect stakeholders, and senior and executive level management.
May 1997 - Jul 1998
First Union National Bank
Systems Officer, May 1997 – July 1998
As Systems Officer, lead team of five (5) developers supporting existing mission-critical client/server and mainframe applications, responsible for providing 24-hour production support and ongoing system maintenance. Responsibilities included partnering with customers to identify problems and/or enhancements, preparing project plans, assigning tasks, ensuring quality results, managing progress and providing project management services on a variety of new applications/systems as well as support projects.
Dec 1995 - May 1997
National Verification Services, Contractor, March 1997 - May 1997
Shopper’s Express, Contractor, January 1997 - March 1997
Geac (Formerly Dunn & Bradstreet Software), Contractor, September 1996 - December 1996
Flexel, Inc., Contractor, December 1995 - September 1996
Through various contract assignments, provided project management, development team lead and lead programmer expertise.Worked on projects such as vertical market client/server/web application for health-care industry, client/server data warehousing application, and large-scale multi-users data warehousing and mining application.Responsibilities also included hardware installation/configuration, technical support, network administration and managerial duties.Technologies used included Visual Basic, C++, Sybase, Oracle, DB2 and VIM interface to Lotus Notes.
·Re-designed systems architecture to save client $250,000 on host based access costs.
·Engineered software delivery process that doubled new client signups.
·Re-architect data warehouse system used by customer support department for order research, order payment reconciliation and processing of credits/refunds and cut average call time by 50%.
·Designed process management system that allowed MIS department to significantly increase availability measurements.
1994 - 1992
Assistant Area Engineer
Assistant Area Engineer, 1994 - 1995
IVHS/Technology Engineer, 1992 - 1994
As Assistant Area Engineer, responsibilities included assisting the Area Engineer in managing various Federal -Aid projects and programs undertaken in the Atlanta Metro District, working closely with the FHWA Regional Office and the Georgia Department of Transportation in the day-to-day administration of Interstate construction projects, conducting design reviews, conducting construction inspections, responding to various agencies through written communications and managing the environmental clearance process on various projects both large and small.As IVHS/Technology Engineer, provided program and project administration/management for programs and/or initiatives in Intelligent Vehicle Highway Systems (IVHS) and other related technical areas. Also responsible for providing both internal and external program, technical and staff assistance.