Information Systems Manager IT Services, Operations, Project Management

Leading and directing Information Systems work ensuring superior delivery of IT services. Experience is built on a blended background of software development, business systems analysis, project management and IT service delivery practices. Organization leader and multi-project manager mentoring and directing staff t execute t strategic objectives in a fast paced and high performance environment.

Core Competencies

• Systems Development and Implementation
• Cost Management Reduction/Optimization
• Process Standardization Optimization
• Problem Analysis and Issue Resolution
• IT Service Operations ITIL foundation
• IT Project Management PMI foundation
• Quality Assurance Regulated Environment
• Vendor Management Contracts/Services
• Organization Leadership People Processes

Professional Experience

IT Service Operations Manager

CONFIDENTIAL

Successfully leading an IS team supporting over 50 applications delivering IS service Level 2-3 support and projects while achieving a 20 operational cost reduction. Span of influence for leadership in IT Service/Project Operations in a 150 member IT organization, >200 applications, executing within a 80M budget.

HR management

• Core HR responsibilities - hiring, performance/coaching, training and employee development.
• Lead distributed teams multi-organizational, multi US location east, central, west coast including off-shore Mumbai, Deli, Ireland
• Mentor team and organization resources on PMI/Project best practices and project executions.
• Mentor team on Lean Agile approaches/techniques t Requirements, QA/Test and phased/sprint based development.
• 2012 and 2013 provided on-site training in Mumbai/India t 80 member off-shore team t expedite on-boarding and Service Operations process adoption/execution.
• Provided training 100 members and mentor t organization leaders on Critical Incident and Problem Management RCCA-Root Cause and Corrective Action processes.

Lead IT Service Operations in a 24x7 model

• Systems include global and mission critical applications: company internet, sales/marketing/commission systems, CAPA/Quality systems, call center systems, complaint handling systems, Enterprise Content Management and workflow systems, data marts, contracts/inventory/billing systems.
• Defined and lead stakeholder/governance boards t review project/services engagement and overall service performance with business/client leadership
• Lead the implementing of a SLA scorecard/reporting framework t monitor/track/trend service delivery performance SLAs resulting in driving Level 2/3 ticket backlog down 80 within 3 months while achieving a 3x improvement in service performance.
• Lead service incident/resolution/conflict situations between client/business and IT Level 2/3 Help Desk and application support.
• Vendor Management Responsible t own/drive vendor relationships pricing/cost restructuring, services terms/conditions and vendor execution compliance, licensing optimization/compliance, monitoring and expansion. Contracts valued at > 3M.
• CAPA Gold award winner 2011,13,14 and IT CAPA expert in executing corrective actions against software non-conformances.

IT Service Operations Process Architect

• Defined a Services Delivery framework for IT Application Support/Management adopting ITIL best practices for Incident/Event/Request Management, Problem Management, and Change Governance.
• Defined and implemented a Critical Incident management process and tooling t address service disruptions and t track/remediate via Root Cause and Corrective Actions i.e., ITIL Incident Management and Problem Management .
• Increased business unit satisfaction by defining/implementing an IT Service Catalog addressing key and previously disjointed processes Incident Reporting/User communications, System Downtime Maintenance Planning, Audit Support, Support Transition Run Entry Framework, and Help Desk support integration.
• In a regulated S/W development environment, optimized IT services employing risk based analysis techniques in a key area provided a 10x improvement in ability t deliver IT services.
• Expertise in executing within a regulated environment Medical Device using a formal Quality Management system and Software Development Lifecycle SDLC recognized subject matter expert driving efficiencies while maintaining compliance requirements.

IS Project Manager

CONFIDENTIAL

• Directed solution demand planning and x-conflict meetings with divisional/organizational business leadership t ensure IS resources are positioned t meet short/mid-term business priorities while balancing long term support and strategic needs.
• IS Project Manager Leading and mentoring junior PMs: s/w version upgrades for purchased applications, fix/feature enhancements for custom applications, database and server upgrades, datacenter migrations, system retirements, performance optimization/architectures, disaster recovery/failover architectures.
• Experienced across multiple application portfolios: data-marts, operational data stores, transactional systems, workflow systems, enterprise content management systems.
• Recognized process expert formal SDLC framework ensuring compliance t regulation, mentoring IT groups and driving identification and implementation of improvement initiatives.
• Project Manager a 750K project for a team that received the 2007 Boston Scientific CI IS Recognition award.

Project/Solution Lead

CONFIDENTIAL

• Designed and provided engineering project management for a solution t control access t separately priced software and system capability controlled through user license agreements and systems configurations.
• Solution resulted in the successful creation and launch of a new server product line streamlined/reduced manufacturing processes, reduced inventory costs, eliminated major support costs, and provide asset protection against fraudulent use of Unisys servers.
• Championed the system's concept and implementation through all affected business units e.g., manufacturing, order-fulfillment, and engineering support .
• Engineered the solution on a Windows platform using Object Oriented modeling and development practices, in a client/server architecture via a .Net Framework C and C .

Business Systems Analyst/Release Manager/Developer

CONFIDENTIAL

• Business Analyst Drove product strategy through customer interviews t understand their business intelligence and data management needs.
• Business Analyst Designed/Implemented/Deployed an ERP hybrid solution t a 400 member organization built on SEI-CMM and IS best practices integrating project planning, time recording, accounting and payroll processes and systems.
• Product Release Manager - Managed the development of software releases/upgrades allowing customers access t stability fixes and selected new feature offerings.
• Software Quality Assurance Functional/System Test leader tasked with formalizing Function Testing as a standard project lifecycle phase.

Technology

• MS Office Suite, Visio-Process Modeling, MS Project
• IBM/Rational ClearQuest Issue tracking, BMC Remedy
• Solution Portfolio: Oracle datamarts and operational data-stores, Oracle and Congos Reporting, SAS Analytics, SQL Server, Siebel CRM, Content Management and workflow solutions via EMC/Documentum and Adobe/AEM and Lifecycle, Teradata Campaign/Marketing solutions, custom solutions via .Net/ASP/VB/Flash/Java/Access.