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Summary of Qualifications

  • 15 years of experience in Information Technology (10 years directing the work of others) with demonstrated successes in: IT Service Management (ITSM), Infrastructure support, and Software Development
  • A decade of solving problems for Managed IT Service Providers - supporting hundreds of customers with complex, often dissimilar IT environments across multiple global datacenters
  • Adept in technology product selection, integration and custom development, disaster recovery planning, and IT service delivery process improvement
  • Experienced at cost-value business analysis and determining the right mix of People, Process and IT Systems to meet stated business objectives
  • Seasoned methodologist with experience at implementing Agile software development methods and ITIL Service Management concepts

Work experience

Sep 2007Dec 2009

Manager - Software Analysis, Design & Planning

SunGard Availability Services

Responsible for managing software development activities, coordinating all analysis, design and road map planning in support of new product development and Service Management tools. Participate in the strategic planning, business case development, and cost estimation processes of the organization. This role was also expected to:

  • Make recommendations to the CTO and executive leadership of all lines of business concerning software and tools programs
  • Maintain development road map, lead the group’s planning sessions, establish project priorities
  • Define and drive continual improvement in the Software Development Lifecycle (SDLC)
  • Manage vendor relationships, perform evaluations of new technologies

Key Accomplishments:

  • Implemented Scrum/Agile development methodology resulting in semi-weekly delivery of incremental software improvements allowing customers to begin realizing value earlier and for products to respond to rapid changes in business need
  • Presided over the 3x growth of the development organization, including the opening of an overseas development center, hiring of new staff, and globalizing of existing development processes.
  • Partnered with Operations to develop a Service Release process for “operationalizing” new software products and internal tools deployments on a cadence the business could consume.
  • Developed and rolled-out a Managed Services web portal which enabled internal engineers and customers to self serve: DNS changes, IP Block allocation, Server Patch Management, Performance Reporting, etc.
  • Led the effort to consolidate ITSM tools by deploying a new Configuration Management System.
Dec 2003Sep 2007

Manager, Information Systems & Business Analysis

VeriCenter, Inc.

Responsible for establishing and leading a team tasked with managing the daily administration, high availability and continual improvement of the company's business and operational support systems. As a direct report to the VP of Service Operations, assist in the continual improvement of the IT Service Management process for all operational teams. This role was also expected to:

  • Manage vendor relationships, perform evaluations of new technologies
  • Prepare detailed change plans for all Information Systems maintenance, and represent planned activities to Change Advisory Board
  • Develop from various sources of IT data, business intelligence that can help inform staffing, process and other decisions required of operational teams
  • Provide direct support to business and operational support systems such as: Active Directory, MS Exchange, MS Sharepoint, Live Communications Server, Nortel IP Telephony, terminal servers Navision ERP, BMC Remedy ITSM suite, NetCool Fault Management suite,corporate website, etc.

Key Accomplishments:

  • Managed the complete analysis, custom development and production implementation of BMC Remedy ITSM 7.0 package - supporting Incident/Problem/Change Mgmt activities 200+ users
  • Led a four month program targeting the efficiency of event management systems which resulted in: 50% reduction in actionable alarms, 100% increase in incidents identified proactively, & 20% reduction in monitoring applications
  • Negotiated improved vendor agreements for employee workstations, and implemented an internal workstation provisioning process that resulted in a 2 business day turnaround on all new laptop/desktop builds
  • Designed and implemented high availability configurations for all critical IT systems, resulting in 99.999% availability (<5>
  • Disaster planning and execution for Houston-based IT systems during Hurricane Rita (2005) resulted in geographic failover and 100% uptime during the course of the storm
Mar 2000Dec 2003

Team Leader - Service Desk & NOC Operations

Sprint E|Solutions

Responsible for leading a team of 20 technical support analysts tasked in the reactive and proactive support of Managed Services customers. This role was also expected to:

  • Monitor and exceed relevant call center and alert handling KPIs
  • Manage all shift scheduling activities for 24/7/365 Service Desk operations
  • Serve as the primary contact point for customer and internal escalations
  • Act as business process owner and subject matter expert concerning ITSM tool related questions, issues and enhancement requests (Remedy, NetCool, NerveCenter, etc.)

Key Accomplishments:

  • Established proactive monitoring NOC and integrated the function into the Service Desk resulting in a 65% increase in the number of service impairments identified prior to customer calls
  • Championed a six month program targeting the increase in First Call Resolution which resulted in a 600% increase of support requests being resolved on the first customer contact
  • Developed custom training curriculums and led group instruction for: new hire orientations, process training, technical disciplines, and software tools training
  • Built a Knowledge Management System for tracking Known Errors, triage steps, and alarm handling instructions for all known alarm types
  • Led the effort to establish a geographically load balanced Service Desk/Operations Center in Kansas City, MO.



Bachelor of Science

American InterContinental University
1996Jul 1998

Clayton State University