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Summary
Seasoned Technical Manager offering over 25 years of Information Technology experience with focus in Deployment Management, Asset Management, IT Service Management, Project/Product Management, Digital Transformation, and Process Improvement. 20 years of experience in providing effective IT solutions in the Pharmaceutical and Insurance Industries. Highly knowledgeable in information systems technology, project planning, strategic planning, systems analysis, troubleshooting, quality control, forecasting, scheduling and planning, and tracking/presenting of results.
Skills
Project Management
Resource Management
Vendor Evaluation/Management
Troubleshooting/Resolution
Client Relations
Account Management
Innovative IT Initiatives
Budget Planning/Management
End User Services
Asset Management
Strategy and Execution
Training/
ITIL V3 Foundations
Account Management, Messaging, Upgrades
Adobe, Exchange, Upgrade
Asset Management, Windows 8.1
Budget Planning, Windows 7
Budgets, Windows
Citrix, 2000
Coaching, Windows XP
Hardware, Works
Clients, Enterprise
Client, Operating System
Client Relations, Packaging
Customer service, Processes
Delivery, Procurement
Direction, Project development
Documentation, Project Management
Senior management, Quality
Functional, Reporting
Goal setting, Research
Image, Server configuration
Information security, Servers
Innovation, Six Sigma
Insurance, Service Level Agreements
ITIL, Microsoft Systems Management Server
Team leadership, Strategy
Leadership, Time management
Team leader, Employee development
Meetings, Troubleshooting
Staff training
Report generation
Mentoring and coaching
Hiring and recruitment
Multidisciplinary team leadership
Experience
AVP – Client Services, 05/2018 to Current Davis Tool – Hillsboro, OR,
Management.
Management and oversight of 4 Operations product teams of 9 employees and 18 contractors including the Messaging/Exchange, VDI/Citrix, IT Facilities and Desktop Integration.
Customer focused thought leader.
Developed processes needed to develop Build Images of our Desktop, Laptop, VDI, DaaS Infrastructure.
Increased involvement in digital transformation projects associated with various products to increase Chubb’s footprint in insurance policy and processing cycles.
Created various data analytic reports to monitor and increase efficiencies within Chubb’s Infrastructure teams.
Handles day-to-day support escalations, production support incidents, escalating when necessary and drive towards permanent resolutions (root cause analysis).
Works with Business Partners from multiple physical locations, IT professionals and others to lead incident management, digital transformation projects and production support intake, prioritization, planning, execution and reporting functions.
Communicates the status of new versions/releases as well as patching along with mitigation strategies and contingency plans, provide continuing direction to the project team, and conduct regular status meetings with key stakeholders to review project activities.
Develop and maintain key relationships with business partners and vendors.
Responsible for ensuring development of employees within their respective areas and talent is being prepared for future critical contributor and/or leadership roles.
Provides regular feedback and coaching to respective direct reports and ensures any people managers reporting to them do the same.
Relationship manager for 3rd party providers and effectively leads teams and inspires others to achieve delivery goals through innovation, quality, and excellence.
Provided exemplary coaching to all department employees, realizing successful increase in team morale.
Delivered high level of service to clients in effort to build upon relationships for future.
Updated clients on consistent basis regarding projects and answered questions quickly and with knowledgeable support.
Recruited and trained Management level and Analyst level employees and provided evaluations with feedback to cultivate highly talented team.
Manager, 04/2013 to 05/2018 AmeriHealth Caritas Family Of Companies – City, STATE,
Information Solutions/Infrastructure Architecture.
Building, management and oversight of team of 7 employees responsible for the packaging and deployment of applications, application updates, maintaining standards and security patches and all associated projects.
Responsible for setting the company desktop hardware standards, meeting with and evaluating all vendor systems.
Customer focused thought leader.
Asset Management tracking and License Tracking for both physical devices and licensing true up with vendors i.e.
Microsoft, Adobe, Autodesk, as well as others.
Works directly with Procurement teams to successfully forecast and manage new device and site requirements.
Responsible for the support of a 5,000+ workstation environment, consisting of Windows 7, Windows 8.1, and Windows 10 both physical and virtual.
Utilizing Microsoft System Center Configuration Manager (SCCM).
Led multiple successful projects including the upgrade of SCCM 2012 across the enterprise encompassing deployment and integration of 700+ applications.
Successfully developed, implemented, and improved processes for onboarding applications and hardware into the company environment.
Successfully implemented a standard Operating System build process toide a consistent and supportable image that is being delivered from the vendor to all delivery sites.
Consistently works with other infrastructure and application team leadership to ensure a quality product delivered to the business with little or no interruption.
Consistently provides overall leadership and direction to the functional team to achieve success.
Manages employee development and objective goal setting.
High leadership, communication, and time management skills.
Directs the investigation and analysis of software package implementation specifications.
Member of Infrastructure Architecture team to enhance desktop/application functionality for digital transformation initiatives including cloud-based application.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Manager/ Team Leader, 12/2007 to 03/2013 Merck & Co., Inc – City, STATE,
Global Deployment Services.
Management and oversight of a global team of 6 employees and 4 contractors responsible for the deployment of applications, application updates and security patches and all associated projects.
Responsible for the support of an 80,000+ workstation environment, consisting of Windows XP and Windows 7 both physical and virtual.
10,000+ servers consisting of Windows server 2000, 2003 and 2008 enterprise.
3900 virtual and 6800 physical.
Utilizing Microsoft System Center Configuration Manager (SCCM).
Successfully integrated and improved processes during and after the merger of 2 global deployment and infrastructure teams.
Consistently provides overall leadership and direction to the functional team to achieve success.
Manages employee development and objective goal setting.
High leadership, communication, and time management skills.
Directs the investigation and analysis of software package implementation specifications.
Continues learning and follow up on emerging technologies in the industry.
Maintains security patch compliance for Windows workstations and servers in conjunction with corporate information security standards.
Information Technology Project Manager/Lead, 12/2002 to 12/2007 Merck & Co., Inc – City, STATE,
Project Manager and Team leader responsible for implementation of a server change control process.
Encompassing server upgrades and enhancements to the global server infrastructure for the company.
Successfully implemented Microsoft Systems Management Server for monitoring and maintenance of the company’s Server infrastructure, approximately 5000 servers including, Exchange, File and Print, and Messaging servers in 26 countries.
Collaborated with senior management and business analysts on project development, meetings with clients, and definition of server infrastructure needs for monitoring and maintenance.
Lead development of requirements, data models, and all documentation throughout project lifecycles.
Developed global team to utilize new application and process to maintain the server infrastructure.
Introduced security-patching process to maintain servers to company and industry standards.
Developed server configuration model to maintain servers in compliance with company standards.
Training lead to server administrators on utilizing Microsoft Systems Management Server.
Responsible for development and management of budgets, determining project scope, liaising between clients and staff throughout project lifecycle, and ensuring objectives were met.
Project scope for Manufacturing, Research, Vaccine and Corporate divisions
Workstation - Project.
Introduced new security patch compliance initiative utilized globally in 2007 to maintain 70,000+ workstations, which is still in use today by the company.
Increased security patch compliance globally by 96% in 2007.
Managed global compliance team to serve all business areas.
Consistently earned high ratings in customer service quality surveys.
Coordinated and responded to complex customer requests.
Created extensive documentation libraries in accordance with the company’s System Life Cycle process including Standard Operating Procedures, Service Level Agreements and Work instructions.
Served as a key contributor to several Six Sigma Black Belt projects for global security compliance and remote client compliance.
Education and Training
MSIS: Technology Management, Expected in Stevens Institute of Technology - Hoboken, NJ GPA:
B.A: Management, Expected in DeSales University - Center Valley, PA GPA:
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