MANAGER, SERVICE DELIVERY AND OPERATIONS Domestic / International Leadership ~ Communication ~ Client / Vendor Relationship Management ~ 24 X 7 Program / Project Management ~ Outsourcing ~ Problem & Change Management ~ Tactical Planning ~ Business / Technical Requirements / Support ~ ITIL Experiences ~ Disaster Recovery ~ Team Building ~ Negotiations ~ Policies and Procedures ~ Operational Support ~ Life Cycle Development ~ Root Cause Analysis ~ Technical Documentation Training Summary of Qualifications Program Manager, Project Manager & IT Professional. Proven ability to interact effectively with individuals at all levels. A flexible team member with a well-developed business sense, adept at addressing a variety of project simultaneously. Comfortable in a leadership role to maximize productivity and customer service. Performance Management - Project performance controls and analysis. Extensive practice in planning, controlling, analyzing and managing project and corporate performance under financial, operations and organizational perspectives. Project Manager with increasingly more responsible positions in Information Technology in the travel, communications, and retail industry with focus In utilizing a wide-range of organizational, analytical, problem solving, project management and administrative skills in the corporate environment. I am recognized as a dedicated individual and team player with an outstanding reputation as an organized leader who consistently achieves objectives. I have finely honed skills with building and motivating high performance teams in a highly matrix environment.
01/2010 to Current
Service Availability ManagerIBM
Successful service delivery - SLA achievement and high level of customer satisfaction Provide technical support to Applications & Programmers during crisis calls Monitoring overall performance of services Collaborating with senior management on client account management and growth Participate in the Change Board and/or change control process Working with the client and operations teams to identify and manage service improvement activities Provide account leadership/direction and technical support Manage delivering performance standards and client measurements Drive/participate and coordinate audit readiness and GDS331 compliance for delivery and crisis management.
01/2007 to 01/2010
Manage cost including annual DOU between service delivery and the DPE (Delivery Project Executive).
Provide account leadership/direction and technical support Drive audit readiness and ISeC (Information Security Controls) compliance where appropriate Participated in response to Requests for Service (RFS's) on behalf of the delivery organization Deliver on service commitments and participate in account plan/strategy as directed by the DPE/PE - (Project Executive), drive/managed subcontractors/third party providers Ensured positive client satisfaction and client relationship is maintained for service delivery Understand client requirements, business opportunity identification, guidance, support and closure Drive/Managed service quality, performance, and improvement of service delivery processes Team/people management tasks including general staff management, objective setting, annual review, training, development and mentoring Prepare periodic management and progress reports Liaison with internal and external product vendors and service providers.
01/2004 to 01/2007
Provide full range of professional Project Management for Information Technology projects using Project Management Methodologies.
Manage domestic and international multiple projects to successful implementation Responsible for assembling the project staff; for their technical or functional development & performance during the project phases.
Control/Communicate all hardware and software requirements for all projects Communicating and planning for changes.
Raise maturity levels for Communication, Customer Satisfaction, Staffing and Skills PMP processes Manage project budget and resource allocation.
Ensure that project status, issues and successes are communicated to project team, stakeholders, sponsors and all levels of management.
01/1999 to 01/2004
Operations SupervisorGalileo International
Lead and support new business implementation into the organization with direct focus on competitive Cost and Quality utilizing strategic staffing model for implementation.
Developed skills within Operations by facilitating inter-departmental training Represented Operations in Project Meetings Improved time-management techniques and people skills to better serve a 7X24 shop within operations.
Provided first level technical support across multiple platforms (TPF/MVS/VM) for Data Center Operations to maintain integrity.
Defined and achieved client needs through one-on-one sessions and on-going communication.
Provided input to and support for major Project planning and testing and implementations.
Identified, diagnosed and (where possible) resolve TPF Test Systems and Applications problems, without recourse to more experienced Coverage staff and/or 2nd.
level support groups.
Assisted less experienced Coverage staff and/or liaise with 2nd.
level support groups (Applications Development, TPF Systems/Comms.
etc..) to resolve problems in a timely manner.
MBA: Project ManagementColorado Technical University － Greenwood Village, Colorado.Project Management
ITIL V3 Foundation in IT Service Management
account management, budget, competitive, hardware, crisis management, client, Customer Satisfaction, Delivery, direction, senior management, focus, functional, MVS, Information Security, Information Technology, ITIL, leadership, people management, Meetings, mentoring, people skills, processes, progress, Project Management, Project planning, Quality, SLA, staff management, Staffing, strategy, strategic, technical support, time-management, TPF, VM