Loyal and Dedicated Career IT Service Manager with a 20-year record of effective team leading, excellent customer service, and infrastructure development seeking employment in IT management. Well-organized, systematic, and diplomatic in building consensus and spearheading teams. Proficient in Waterfall and Agile project management, delivering efficient solutions to managing projects and teams. Focused, proactive, and attentive to changing company, customer, and project demands.
HIGHLIGHTS: Played key role during recovery from 2014 cyberattack. Restored all Major Global Security systems. Managed incidents, problems, and changes to SLA using methodologies such as waterfall, agile and ITIL. Managed a team of 7 on-shore and off-shore resources.
SCOPE: Monitored systems continuously, achieved minimal system downtime, and accelerated upgrade and implementation timelines. Implemented Relativity. Implemented RightCrowd for Enterprise. Managed resources, hardware and software within +/- 10% of budgets.
TOOLBOX: Global Access Control (Lenel OnGuard, Genetec, GateKeeper) with thousands of end points world-wide; Global Video Management (Lenel Video, Genetec) 2000 cameras; Visitor Management (RightCrowd) multiple entry points; Medical (Medgate); Litigation (Relativity); and Security Investigations (Perspective); Service-Now; ITIL; JIRA and Kanban.
HIGHLIGHTS: Played key role during the IT transformation from in-house IT support to an outsourced model. Maintained Business Relationships with Security, Legal, Travel and Medical. During the transition, assisted in the replacement of the Remedy (ITSM) system to Service-Now. Trained the on-shore-outsource team to support Corporate Systems: Travel, Security, Finance, Medical and Legal. Managed a team of 3 onshore resources.
SCOPE: Developed solutions with the Security Group for a new Visitor Management system (RightCrowd); Parking (Gateworks); Migrated Corporate Travel (Trams) to SaaS; Upgraded Perspective; Migrated the medical system (Medgate) to SaaS.
TOOLBOX: Global Access and Video Management (Lenel OnGuard); Visitor Management (PassagePoint); Medical (Medgate); Redline (DeltaView); Corporate Travel Invoice Reconciliation (Trams); and Security Investigations (Perspective); Service-Now (ITSM).
Hired by Sony as its first Corporate Client Services Manager for Corporate IT functions.
HIGHLIGHTS: Played a key role as the Client Services Manager (CSM) for Corporate. Became the direct Liaison between the Corporate lines of business and EIS. Assisted both EIS and the business in major IT Efforts such as: Migration from Windows 95 to Windows 2000; Migration from Novell to Active Directory/LDAP; Migration from Lotus Notes to MS Outlook; and Migration of Lotus Notes applications to in-house developed or off-the-shelf packaged software.
SCOPE: Assisted the business with technology changeover. Assisted EIS with data gathering and reporting. Upgraded packaged applications for Security (Dispatch). Implemented RTPro for Media Services. Implemented OnGuard Enterprise access control and video management globally. Maintained the Remedy (ITSM) system for all of IT. Maintained Legacy systems until technology changeover was complete. Maintained the Physical Security Roadmap (upgrades and enhancements)
TOOLBOX: RTPro; Dispatch/Dispatch RIMS; Perspective; DeltaView; PassagePoint; and Medgate; Remedy (ITSM); ITIL.
Convergys is a large support organization with 235 technicians and tech leads
Agile Trained (Scrum, Kanban), Los Angeles, CA, 2017-18
Black Belt (Sony) Waterfall Project Mgmt., 2010
ITIL v3 Certified, 2011
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