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Program Manager, IT Infrastructure/Cloud Resume Example

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PROGRAM MANAGER, IT INFRASTRUCTURE/CLOUD
Executive Profile

IT Professional with 15+ years of ensuring environment compliance (SSAE16, HIPAA, PCI), while operating in a Managed Services environment.  Strong ability to prioritize objectives and lead teams to successful results while improving existing processes and policies in order to reduce costs and improve service quality. Experienced with implementing necessary controls to help organizations achieve and maintain audit compliance.

Skill Highlights
  • Audit Compliance (PCI/SSAE16/HIPAA)
  • Development and implementation of security policies.
  • Implementation of 3rd party SOC/Log Monitoring tools.
  • Vulnerability Assessment and Remediation
  • Managing diverse, multi-vendor teams to accomplish complex goals
  • Disaster Recovery and Business Continuity
  • Virtualization\Cloud (AWS/Azure/VMware)
  • Datacenter and Workload Migration
  • Incident\Problem\Change Management
  • Inventory\Configuration Management (CMDB)
  • Gathering, interpreting, and refining solution requirements
  • Program and Project Management
Core Accomplishments
  • Developed and implemented a PCI based security policy for a Managed Services company, and successfully passed multiple PCI and SSAE16 audits.
  • Developed and implemented a PMI based integration process in order to streamline service implementation and improve quality.
  • Successful Negotiation of Managed Service, Datacenter footprint, and ISP contracts in order to enhance our security posture and reduce operational expense.
Professional Experience
March 2017
to
May 2017
Donnelley Financial SolutionsWarrenville, ILProgram Manager, IT Infrastructure/Cloud
  • Led the Infrastructure Project Management Team, consisting of multiple Project Managers, Vendors, and in-house IT staff.
  • Performed prioritization and closure of ~300 open projects over a 3 month period, reducing the open project portfolio to ~100 initiatives.
  • Managed successful implementation of new footprint in Azure, related to release of a new SaaS product, which included active penetration testing coordination and code remediation.
  • Negotiated Telco (p2p circuit and telephony), Datacenter, and Managed service contracts from RFP through signature.
  • Implemented Firewall rule changes, requiring communication, coordination and test of ~75 application teams, supporting ~500 applications.
October 2014
to
March 2017
OnX Managed ServicesLisle, ILDirector - Project Management Office
  • Managed PMO, responsible for all service integration activities, related to both existing and new clients.  Portfolio consisted of an average of 50-60 open projects.
  • Tracked project metrics and worked directly with finance on budget/revenue forecast reporting.
  • Developed processes to improve efficiency of the PM organization and improve quality of project results including reducing project kickoff lead times (signature to client kickoff) and average close times.
  • Managed data center and workload migration projects for clients of various size and industry. 
  • Implemented Disaster Recovery Programs for Financial, Non-Profit, Railway, and SaaS providers 
  • Implemented MultiFactor Authentication(DUO) for both OnX MS and customers.
  • Implemented services by AlertLogic in order to proactively monitor Firewall and IPS Logs.
  • Implemented ADFS and Office 365 for clients in various industries (Railroad, Printing, Credit Union,).
  • Negotiated data center Co-location contracts and designed future data center footprint.
  • Managed 3rd party supplier contracts to ensure adherence to scope and deadlines.
  • Member of the Executive Leadership Team for the Managed Services organization.
  • Performed employee evaluations, mentoring, and hiring in order to maximize the effectiveness of the team.​
October 2012
to
October 2014
OnX Managed ServicesNaperville, ILDirector - Service Delivery and Operations
  • Responsible for teams delivering the daily operational services for OMS clients. Services included service desk, server management, backups, monitoring, network management, and disaster recovery.
  • Managed the Service Delivery Management team, responsible for ensuring client satisfaction and contract renewal opportunities.
  • Managed the data center facility including Physical Security Controls and the measurement and forecasting of space\power\cooling capacity.
  • Implemented enhanced security policies including Intrusion Prevention and Proactive log analysis
  • Implemented controls for PCI DSS , resulting in successful certification and continued successful audit compliance.
  • Implemented an ITSM solution(Cherwell) for the organization, including policies, procedures, and tools. Modules included Incident, Problem, Change, and CMDB. 
  • Created statements of work based on client requirements and worked directly with Solution Architects on technical design and pricing.
  • Performed as both technical and business escalation point for customers and internal teams.
  • Focal for Audit and Governance requests for both internal business units and customers, including meeting with auditors and providing evidence and artifacts of compliant control objectives.
  • Performed employee evaluations, mentoring, and hiring.
September 2007
to
October 2012
IBM (Fireman's Fund Insurance, Discover Card)Chicago, ILService Delivery Manager
  • Managed\implemented security documents (GSD331) in order to ensure audit compliance.
  • Audit Focal for customer's SAS70 and Internal Audit requests.
  • New service request coordination, including requirement gathering and solutioning.
  • Management over operational teams (Wintel, Vmware, Citrix, Network, Storage, Backup Recovery).
  • Provide leadership, during high priority incident events, in order to ensure that multiple teams coordinate to achieve restoration of service as quickly as possible.
  • Provide guidance and technical verification of Root Cause Analysis activities.
  • Executed an ITIL maturity assessment for Incident, Problem, Change, and Configuration Management, which resulted in development and implementation of new processes and tools, including a full roll out of BMC Remedy.
May 2003
to
September 2007
IBM (Washington Mutual)Vernon Hills, ILServer Support, Team Lead
  • Server Team Lead supporting Windows/Linux environments including Windows Server (NT, 2000, 2003), Citrix, VMware ESX, Microsoft clustering, Active Directory.
  • Completed transitions of service from competing vendors with minimal interruption of service to the client. These transitions included the relocation of data centers, virtualization of servers, and implementation of new support processes and tools.
  • Provided technical and process expertise to re-mediate troubled accounts, including the development of customer interaction practices to foster more interactive meetings, recovery, and escalation processes to reduce outage times of production servers.
  • Participated in the design and implementation of LEAN methodologies. Collaborated across team boundaries to resolve complex technical issues.
January 1999
to
May 2003
IBM (Sears Holdings)Hoffman Estates, ILDeskside Support, Team Lead
  • Team Lead supporting 6000 end user environment.
  • Developed custom tools using Visual Basic and Perl to increase productivity
  • Documented technical procedures for ISO 9000 compliance.
  • Implementation of Symantec Endpoint Protection.  Actively participated in Virus Remediation

Education

CISSP - In Progress - Target Aug 2017

ITIL V3 Framework - Certification - 2014

College of DupageGlen Ellyn, IL
Wheaton North HighSchoolWheaton, ILHigh School Diploma
Technical Expertise

Windows (Server/Workstation), VMware, Symantec Enterprise Protection(SEPM), Citrix, Active Directory, Office 365, AlertLogic, QUALYS, F5 LTM, MS Project, Visio, Solarwinds, SAN, NAS, TCP\IP, VPN, LAN\WAN\Wireless Networking, server hardware platforms (HP\DELL\IBM), MS Clustering, Azure, AWS

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Resume Overview

Companies Worked For:

  • Donnelley Financial Solutions
  • OnX Managed Services
  • IBM (Fireman's Fund Insurance, Discover Card)
  • IBM (Washington Mutual)
  • IBM (Sears Holdings)

School Attended

  • College of Dupage
  • Wheaton North HighSchool

Job Titles Held:

  • Program Manager, IT Infrastructure/Cloud
  • Director - Project Management Office
  • Director - Service Delivery and Operations
  • Service Delivery Manager
  • Server Support, Team Lead
  • Deskside Support, Team Lead

Degrees

  • High School Diploma

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