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Senior Global Program Manager Consultant Resume Example

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Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary
EXECUTIVE AND TECHNOLOGY LEADER OF OPERATIONS, STRATEGY AND TRANSFORMATION with progressive experience in aligning and leveraging technology in numerous industries with an energetic and a forward-thinking approach towards leadership and technical prowess. Highly developed communication skills with years of success assisting clients in increasing operating efficiencies through transformation and implementation of emerging technologies, best practice and industry standards. Demonstrate success in managing budgets exceeding $100 million and directing highly effective organizations across US, Latin America and International markets. Proven ability to manage projects of all scales from inception through delivery and offering a hands-on, common-sense approach towards project development and problem solving with exceptional service influencing skills to empower workforce professionals and support valued customers.
Core Qualifications
  • Infrastructure Architecture and Design
  • Data Center Migration and Builds
  • IT Portfolio Management
  • Client Account Management
  • Cost Control, Forecasting and Budget Management
  • Mergers and Acquisition
  • Strategic Direction, Planning and Integration
  • Proposal Development and Business Consulting
  • Large Engagement and Personnel Management
  • Cloud Orchestration and Automation 
  • Global IT Delivery and Program Management
  • Managed and Shared Services
Education
Western University , Expected in 1998 Master of Science : Information Technology - GPA :
Central Western University , Expected in 1998 Bachelor of Science : Information Technology - GPA :
Certifications

Continuing Education - Amazon AWS SysOps and Architect Certification

Project Management Institute - PMP – White Belt

Certified Health Insurance Portability and Accountability Certification (HIPPA)

BICSI International - Specialized Telecommunications Technician License

Experience
Activision - Senior Global Program Manager (Consultant)
Rogers, AR, 02/2017 - Current
  • Spearhead Program Governance in support of the Merger and Acquisitions of Tyco and Johnson Controls focused on Retail and Security Solutions within EMEA, LatAm and APAC regions.
  • Accountable for business strategy and planning of consolidated infrastructure, operations support, and service delivery in alignment with future state of JCI's integration of support systems and application architectures.
  • Managed partnerships and establish collaboration with key stakeholders to help define a global support model while meeting regional in-country requirements.
  • Developed service catalogs and implemented new service levels agreements (SLA) and metrics to measure delivery of support operations, resource performance and utilization.
  • Oversaw documentation and define service workflows of critical enterprise business systems.
  • Work in close alignment with global PMO to push process and standards across the support organization.
  • Assist in the introduction of a customer satisfaction survey process to understand service delivery effectiveness that has been deployed within the US and rest of world.
  • Establish new support processes, SOP and operating model and drive the selection of future ITSM platform, knowledge management and CMDB platform.
  • Define numerous workflows of the support organization across business lines including service desk, professional services and development.
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  • Successfully lead the outsourcing of level 2 support functions to allow sustained growth and delivery.
Price Chopper - Associate Vice President Infrastructure and Service Delivery
Middletown, CT, 07/2012 - 01/2017
  • Act as client executive leading global shared services, operations and program governance in an outsourced model of The Walt Disney Companies five unique business segments: Movie Studios, Media & ABC Television Group, Parks & Resorts, Consumer Products, and Corporate.
  • Balance a diverse supplier mix in support of the managed hosting and service delivery organization and act as influencer with decision-making authority across a converged staff of 600 FTE's and contractors.
  • Manage technology and program operations composed of global data centers, storage and compute infrastructure, AS400, mainframe, middleware, database services, IT service management, end user experience, tools, disaster recovery and business continuity and risk and compliance governance across the US and Offshore in support of a highly complex and dynamic 24x7 environment.
  • Lead a multi-million-dollar technology roadmap that leverages existing and emerging technology adapting to business growth, organizational change, and market competitiveness.
  • Serve a lead role in steering committee and executive management board and act as a trusted advisor.
  • Develop enterprise standards, policies, procedures and PMO governance in a diverse managed services portfolio ensuring consistency across delivery pillars and business functions.
  • Established a dedicated PMO transformation team to plan, execute, and deliver transformation programs resulting in $25M of operation efficiencies.
  • Drive strategy for converged IT infrastructure adoption and self-service, self-engineered solutions.
  • Develop Key Performance Indicators (KPI's), service levels metrics and define enterprise-operating procedures.
  • Manage supplier relationships and engage in RFP and RFI initiatives to define project scope and revenue growth opportunities and delivery of cost effective solutions reducing cost of service by over 30% globally.
  • Create project development, and lead and deliver strategies utilizing Agile and ITIL to define operating standards based on industry best practices and business requirements.
  • Created a Build Factory model that set corporate standards of infrastructure implementations, which effectively reduced the delivery of server builds by over 70%.
  • Engage closely with critical business stakeholders to maintain integrity and build consensus ensuring tighter cross business alignment increasing "buy-in" on proposed solutions by over 70%.
  • Launch of a Currency Management Program to perform risk assessments against the compute environments work closely with security operations achieving an 85% reduction in vulnerability exposure.
  • Created and implemented a continuous service improvement program to foster ideas achieving $15M YTD in optimization and Lean operations.
  • Defined future roadmaps across business lines to adopt hybrid (private, public) cloud solutions and data center automation within a diverse service catalog working closely with AWS and Azure to develop a global delivery model.
  • Eliminated Command Center and reduced L1 helpdesk by 90% through implementation of machine learning and runbook automation.
  • Scale server virtualization and high availability of systems through use of VMware, HPE, XEN and OVM to over 80% across the portfolio of services.
  • Head the crisis management team and environment sustainability across Disney's global footprint.
  • Accountable for a complex yearly technology budget of $75M with P&L obligation, across a $600M program.
First Watch Restaurants - Senior Director Technical Consulting Programs
Des Peres, MO, 09/2011 - 07/2012
  • Lead the Systems Performance and Architecture division for the consulting practice of large engagements for Data Center transformation and renewable infrastructure programs.
  • Accountability over project teams and subject matter experts in a large global and matrix environment to ensure client engagements stay within program budgets and target milestones.
  • Selected Accomplishments.
  • Steer PMO organization across multiple verticals including product development, infrastructure engineering, and operations support.
  • Influence SDLC and ITIL practice with a focus on service management and developed service catalogs unique to client requirements ensuring quality standards.
  • Provided advisory services to the CIO for data center technologies, delivery governance, and compliance standards.
  • Guided and implemented integrated business solutions ensuring quality of deliverables.
  • Represent delivery in RFI, RFP and writing of SOW proposals for bid defense solutions and identify revenue growth opportunities.
  • Led Oracle's software suites and engineered hardware solutions and implementations in alignment with best practice for private and public cloud computing.
  • Ownership of end-to-end client delivery, acceptance, and sign-off.
TATA CONSULTANCY SERVICES - Senior Director Global Data Center Programs and Transformation
City, STATE, 10/2008 - 09/2011
  • Steer project portfolio management, program governance and delivery leadership of global infrastructure operations across numerous fortune 500 clients such as Nielsen Ratings, PricewaterhouseCoopers, Wellcare among others.
  • Responsible for defining the delivery of process and methodology based on ITIL and SDLC while working intimately with key executives to identify organization road maps and alignment of technology.
  • Drive vendor management and deliverables, SOW engagement and Telco contracts that support services and run the operation including assessment of vendor performance.
  • Hold accountability for talent management within a highly matrixed environment and performed technical reviews, mentoring, training, and decision-making authority across hire/fire.
  • Accountable for the execution of established project management processes that defines standards of architectural and deployed solutions to ensure consistent, measurable, and repeatable standards of delivery.
  • Participate in RFP and RFI to define contractual language and define solution of end-to-end delivery of programs.
  • Selected Accomplishments.
  • Forecast and maintain program budgets in excess of $50M with direct P&L ownership.
  • Served a role in senior management committee, steered operational decisions, technical knowledge, and assessed cost on suggested solutions that exceeded ROI expectations.
  • Spearhead planning and execution of data center transitions and consolidation and build of new data center facilities to transform computing environment and reduce cost of ownership with a strong emphasis on cloud, orchestration, and automation platforms.
  • Own leadership across technical solutions and functional blueprints while working directly with business and key stakeholders to provision services and obtain business approvals on proposed solutions.
  • Closely engage on network security, topology and migration solutions.
  • Oversee development of user integration platforms and work closely with multiple vendors to build integration interfaces across different sites to support Merchant Services, CRM and ERP to external customers.
  • Managed PMO to adhere to organizational standards, methodology and delivery mechanism to ensure program milestones.
  • Innovate technology infrastructure, network, and physical layout of numerous Data Centers totaling over 1 million Square Feet.
  • Managed enterprise architecture and global data centers and implemented centralized monitoring (GSOC and NOC) of critical systems that ensure 99.99% availability reducing over 60% of business impacting incidents.
  • Leadership across strategy, solution, and business process management effectively migrating numerous data centers consolidating operations and assets that directly contributed over $10M in efficiency.
  • Applied virtualization technologies, automation, and orchestration of infrastructure platforms effectively minimizing footprint and adding redundancy that reduced operating cost by over 40%.
CLERTECH INC - BIRCH COMMUNICATIONS - Chief Technology Officer
City, STATE, 01/2006 - 09/2008
  • Directed the technology vision for enterprise information systems, architecture, infrastructure, and IT business processes.
  • Implemented and enforced standardizations across regions and supported new business initiatives by developing IT requirements.
  • Generate business planning, procurement and budgeting across the IT organization, to maintain company operations and market competitiveness.
  • Develop a strong team of multi and cross-disciplined professionals to achieve company's strategic plans.
  • Oversaw development functions of user integration platforms and worked closely with multiple vendors to build integration interfaces across numerous web applications to support Merchant Services, CRM, and ERP to external customers.
  • Designed the Data Center requirements, capacity planning, expansion, and with risk assessment in support of managed hosting platforms to external customers.
  • Design of disaster recovery sites and high availability of infrastructure and compute environments.
  • Selected Accomplishments.
  • Lead the integration and transition of the Merger and Acquisition of Birch Communications.
  • Work closely with in-country CLEC on last mile telecom issues and requirements across LatAm and work with Satellite providers to delivery connectivity across the Caribbean.
  • Developed IT strategies for private and public sectors focused on providing internet and phone services to low income populations outside of the US while continually remaining competitive.
  • Steered product management and services and managed implementations that best suited customer requirements.
  • Developed business plans for "go to market" approach of managed hosted platforms and created revenue models to capitalize on technology investments with a strong emphasis on business case and ROI development.
  • Directed the buildout of three data centers within partnerships of suppliers that comprised of over 60% of company revenues and allowed expansion of over 5000 servers in an elastic computing model to host IP data.
  • Designed a factory model methodology setting corporate standards of HW and SW implementations that reduced delivery of technology services by over 40%.
  • Oversight across development initiatives of several ecommerce websites that support the company global product catalog of services.
  • Managed build out of two call centers with 200 seats within a Cisco IVR environment, deployed automated tools for mass roll out of workstations and defined desktop support services.
DANTZLER INC - Senior Director Technology Operations
City, STATE, 10/2003 - 01/2006
DATAVOX TECHNOLOGIES - MTM - Vice President Infrastructure Delivery
City, STATE, 01/2000 - 10/2003
ROYAL CARIBBEAN CRUISE LINES - Customer Service Manager
City, STATE, 01/1998 - 10/2000
GENERAL MOTORS INTERMODAL TECHNICAL SERVICES - Operations Manager
City, STATE, 05/1990 - 02/1998
Languages
Fluent in English and Spanish, proficient in Portuguese.
Skills
acquisitions, agile, architect, automation, balance, blueprints, budget Management, budgeting, budgets, budget, business case, business consulting, business planning, business plans, business process, business processes, business solutions, business strategy, business systems, capacity planning, catalogs, catalog, cisco, competitive, hardware, consulting, contracts, cost control, crisis management, CRM, client, clients, customer satisfaction, database, decision-making, delivery, direction, disaster recovery, documentation, ecommerce, ERP, executive management, senior management, focus, forecasting, functional, information systems, insurance, IVR, investments, IP, ITIL, knowledge management, layout, leadership, machine learning, mainframe, market, mentoring, middleware, migration, enterprise, network security, network, optimization, oracle, organizational, Personnel Management, policies, processes, procurement, product development, product management, program management, project development, project management, proposals, proposal development, quality, retail, RFI, RFP, risk assessment, SDLC, servers, SLA, SOP, Spanish, strategy, strategic, strategic plans, desktop support, Technician, telecom, telecommunications, phone, Television, unique, vendor management, vision, web applications, websites

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Resume Overview

School Attended
  • Western University
  • Central Western University
Job Titles Held:
  • Senior Global Program Manager (Consultant)
  • Associate Vice President Infrastructure and Service Delivery
  • Senior Director Technical Consulting Programs
  • Senior Director Global Data Center Programs and Transformation
  • Chief Technology Officer
  • Senior Director Technology Operations
  • Vice President Infrastructure Delivery
  • Customer Service Manager
  • Operations Manager
Degrees
  • Master of Science
  • Bachelor of Science