Accomplished IT Program Management Professional with expertise in Relationship Management, Personnel Development and Vendor Management. My passion is to utilize existing relationship management and effective communications skills to bridge divides, whether in knowledge & expertise, organizational structure, objectives, locations or cultures, to motivate and negotiate to that win-win-win end result. Program Management Office
Bringing industry Best Practices, recurring procedures, Project Governance and measurements to the implementation and transition process. We matured our company culture to drive for a higher level of excellence. These efforts include:
Recruiting, hiring and training a team of Transition Project Managers that increased customer satisfaction and transition billing by greater than 200% 2 years running.
Created a Project Management Methodology defining the process and governance of all transition projects and eventually to all IT projects for the company. These processes and governance standards substantially reduced project risk and resulted in a drop to less than 2% failure rate for all transition projects.
Utilizing Business Process Re-Engineering techniques to define and refine IT business processes and regulatory controls ( SOX , PCI, HIPPA.) to transition 100% of the top grossing accounts to hosted solutions that consistently passed audit processes.
By utilizing measurements such as KPI, Service Levels, and Productivity, able to provide a Factual Staffing Model to allow for predictive analysis to add Project and Program Managers just in time for product release and sales growth
Defined, Developed and Marketed a Vendor Management Process and associated tools, processes and governance requirements. Customer Relationship Management * Business Process Development * Business Process Redesign * Budget, Scope and Schedule Control * Cost & Profit Center Management * Business Process Optimization * Recovery and DR Planning * Information Security Planning * Business Continuity Planning * IT and Agreement Change Management
Mediator and Arbitrator -with Certificates issued by the States of TX & CA
A+, N+, Project+ and Multiple Vendor Product Certifications
I encourage you to visit by Biography Page that has additional information on projects, accomplishments and references http://rodabrahams.com.
NTT America - Enterprise ServicesJanuary 2011 to CurrentService Delivery Executive/Engagement Manager
Created a Balanced Scorecard approach to with internal stakeholders to increase visibility and accountability for all Vendors, affiliates, and subcontractors.
Establishing a recurring Vendor council, and incenting vendors to define process improvements and cost reductions to maintain ongoing relationships.
Change Management - By adding Change Management procedures and tracking to the Account Governance, we greatly reduced client risk, increased client satisfaction rating and the Gross Margin of implementations by more than 9%.
Directly Managed FTE and Contingent Labor teams ranging in size from 8 -70 personnel.
Successfully defined and managed multiple Matrix managed teams.
Completed integration of diverse teams of individual contributors and manager.
These teams spanning multiple cultures, languages, time zones and continents.
Comprehensive Project Library - Consisting of pre-engagement, planning, project control and transition standards to all managed service implementations consisting of over 800 documents and templates as well as 4000 Standard Operating Procedures.
Governance Database - Created a cohesive link between Account Governance on implementation projects through steady state operations and culminating with end of life for an account.
This definition of the Account Governance Lifecycle has led to a greater than 20% increase in contract extensions.
Designed, developed and trained users on an internal Vendor/Sub-Contractor database the use of which reduced liability risk, defined insurance status, and defined selection of sub-vendors by location, pricing, and quality of work performed for the company in the past.
New Product Delivery
Release Management/Operational Readiness
Generated three new Managed Service offerings -- fully hosted Network Operations, Security Management and Remote Desktop Management and made them market ready.
Developed the service level definition and implementation procedures and all collateral including Scope of Work, Project Plans, and Operational Reporting.
Successfully released in excess of 30 new products and services leading to Sales opportunities in excess of $44 million TCV
Deployed an Operational Readiness Program to Define, Document and Test all new product releases and upgrades before release.
Ensuring Implementation and Support readiness and that also concur with Marketing and Sales information.
This process change reduced product release failures and SLA misses by 88% in the first year alone.
At the client's request, maintained control of our largest (to date) Service Desk engagement, acted as the Delivery Project Executive.
Delivering managed services to the level that the three year contract was not only renewed, and also expanded the scope to bring an additional $6M TCV for a three year renewal.
Systems Integration - Consulting
Created a green field Professional Services practice for Data Center Migration Consulting.
Supporting the sales process by adding solutions based selling options for the sales approach.
Instrumental in the top 2 solutions sales in the first year of the new practice.
Business Process Optimization
Utilizing Industry standard processes and MBO Techniques, was able to reduce process failures an average of 12%, Time to Completion or Time to Restore by 8% and increased Customer Satisfaction Ratings by 31% in a single year.
K.A. En Pointe Global Services, LLCJanuary 2010Head of Global PMO * Senior Program Manager
Allied Digital Services, LLCJanuary 2005 to January 2011Senior Manager and Principal Consultant
Data Center Services - Disaster Recovery Services - Security Consulting - Program Management Organization- Enterprise Provisioning.
The WorkCard Company Adecco N.AJanuary 2002 to January 2005Senior Manager
January 2001 to January 2002Contractor and Consulting HP
Southwest Texas State University
Project Management Professional (PMP)
ITIL Foundation Certification (ITILFv3)
Certified SCRUM Master (CSM)