PROFESSIONAL SUMMARY:

• 20 years of experience in Director, Program Manager, Deployment Management & Client Relationship roles.
• Experience working with Fortune 500 companies and exposure to global operations (EMEA / APAC) v and multi - site enterprises.
• Director with strong successful leadership of client engagements and the ability to work without direct supervision and interface with C-Level, Customer IT and business functions in all verticals.
• Director that has a proven record of delivering global end to end products and services.
• Deployment Manager that successfully planned and delivered large multi-million dollar global projects in Information Technology, Health Care, Pharmaceuticals, Finance and Government.
• Senior program manager which developed complex disaster recovery plans, data center migrations, financial and process improvement technology projects, compliance, call centers, operations, development, full lifecycle testing, risk management and process improvements experience.
• Knowledge and understanding of a wide range of relevant core technologies of server and workstation hardware, Windows and Linux operating systems, databases, LAN & WAN, telecoms, NAS/SAN storage, Cloud Solutions, software virtualization, endpoint management & monitoring tools, etc.
• Proven responsibility for setting, communicating, measuring, and meeting, service metrics; establishing priorities, standards, and direction; establishing/maintaining service catalogs and deliverables; managed Vendor Relationships to ensure (SLA’s) Service Level Agreements were upheld accordingly to company standards and the ability to manage RFI and RFPs and handle vendor negotiations.
• Management of exceptionally large-scale projects from project design phase through development, documentation, delivery and support process as well as handle the development and execution of sourcing strategies, with an equal emphasis placed on the ability to identify, analyze, and quantify opportunities.
• Ability to work on a multitude of concurrent projects with on time delivery and quality to which projects have included (but not limited to) the design and implementation of a full contingency disaster recovery plan and test, the creation of policies and procedures for Operations, Systems and Telecommunications, Security, Storage, Client Services, Customer Support, Administration and Software Development.
• Developed and executed large matrix projects spanning multiple global time zones for Disaster Recovery, Data Center Migrations, Infrastructure, Information Technology build outs and Integrated Solutions.
• Extensive experience with information technology projects on midrange/mainframe systems utilizing virtual teams as well as planning/leading software deployments of mission critical enterprise systems.
• Excellent Interpersonal, Communication, Conflict Resolution, Negotiation skills when dealing with internal and/or external audiences (customer and vendor) at all levels of management under time pressure.
• Exceptional execution, negotiation and closing skills.
• Adept at clear Communication Plans with C-Level Executives and Stakeholders.

TECHNICAL SKILLS:

Operating Systems: UNIX (Solaris V5)-Windows NT 4.0 server and workstation; SGI-Novell NetWare 3.X - 4.X; AS 400-Tamdem; VAX-SAP/AIX/UNIX; MVS- Confidential Data Ontap

Hardware/Software: SPARC workstations-Novell NetWare-Clarion; SUN V.5 workstations-Oracle 7.X, 8.X-Oracle Method; SQL-PL SQL-Developer 20000; TCP/IP-UNIX-Microsoft Project 98; Visio-Microsoft Windows 95/98/2000/NT 4.0/XP-BMC Patrol HP Openview-Planview-Excel; Microsoft Office Professional (Word, Excel, PowerPoint)-Microsoft Sharepoint/Project; Web Server-Microsoft Project; Microsoft Access-FISERV DataSafe-SQL*NET; Oracle Financials-Paint Shop Pro-Microsoft Project Server; Oracle Method-Oracle 7-Oracle Interoffice; RTOPS (Real Time Operating System)- Confidential -TriZetto Facets/ QNXT; McKesson Claimcheck-Tidal-ITS - Integrated Home Solution; Hi Command-Informatica-Veritas Citrix-IBM Websphere-INGENIX Geo Coder

WORK EXPERIENCE:

Confidential

Senior Director

Responsibilities:

• Directed and led a team of IS resources for government, healthcare, finance and industrial assignments.
• Led and directed IS Service Request Management, Process, Prioritization, and customization dependent upon customer need and request utilizing ITILv3.
• Directed Global Delivery Teams for all accounts ensuring customer goals are exceeded.
• Responsible for review and analysis of ongoing customer need and capacity planning, revenue development for each team and assignment.
• Led and directed major IS programs/projects as required.
• Responsible for directing delivery teams operating functions compliance and visibility of customer Scorecard, SLA'S, KPI's, dashboards, metrics, policies practices and objectives.
• Directed diverse stakeholder expectations with conflicting demands as well as an ability to effectively engage Executives where priorities may conflict.
• Experienced with directing and driving IT solutions leveraging internal and external partners to success.
• Directed and managed cross functional solutions aligning client business while developing, proposing and communicating IT strategies.
• Passionate about commitment, core values and drive to build out high value collaborative organizations.

Confidential, Sunnyvale, CA

Director IT Global Delivery

Responsibilities:

• Demonstrated experience working and leading global cross-functional teams, delivering projects within budget and timeline while providing strategic direction and tactical execution.
• Experience in directing large project implementations that is infrastructure led and interfaces with many application teams as well as the implementation and/ or development of best practices for IT Service Delivery across an organization based on the ITIL model.
• Experience in leading and directing teams on Data center consolidation, IT discovery, migration and Transformation projects, additionally mobilizing and directing teams for the project delivery.
• Experience of the delivery of complex and risky projects in a high-pressure production environment.
• Experience in working with and directing offshore/geographically distributed teams.
• Direct and Lead the project teams from the initiation through project completion.
• Agree with the customer stakeholders on the scope/timing of project deliverables and provide regular updates.
• Develop specific short-term and long-term plans and programs, together with supporting budget requests and financial estimates as well as ensure the completion of project deliverables and adherence to timelines and budgets along with proper negotiation with vendors, making recommendations on strategic/tactical decisions.
• Agree with the customer stakeholders on the scope and timing of contracted SOW project deliverables and provide regular updates on deliverable progress to internal stakeholders.

Confidential, San Francisco, CA

Senior Service Delivery Manager

Responsibilities:

• Responsible for customer facing management of technical teams involving global functional/matrix resources on and offshore. Senior IT experience with guaranteed consistent delivery of core Infrastructure support.
• Responsible for IT infrastructure and operations for Tier 1 accounts corporate networks, hardware, telecom, desktop support, applications, service desk and information security.
• ITIL processes, including incident, problem, change and project/program management.
• Implemented cloud infrastructure, network redesign and vendor/supplier consolidation projects.
• Articulated and communicated technology topics within all levels including IT department, senior management, executives, stakeholders, etc.
• Ensuring that the technical delivery of all services meets quality, scope, planning and service level requirements, and additionally managing projects within the IT environment.
• Overseeing Program/Project management of new service delivery and delivery of amendments to current services from concept to launch and operations.
• Additional duties included: working with customers and client’s product managers to define requirements and timelines; ensuring they realize maximum value from the offered product, ensuring customer expectations and requirements; problem resolution efforts/post-incident reviews.
• Lead service delivery to customer(s) in order to deliver contracted service commitments and continual service improvements; in conjunction with the customer, identified and defined requirements for new services; ensured all services are professionally introduced and accepted into service.
• Technical duties included but not limited to: Windows and UNIX servers, Mainframe and iSeries platforms, Oracle, SQL, DB2 and other database environments, Active Directory, Exchange, Citrix, and other middleware processes, Reporting and tracking of key operational performance metrics.

Confidential, Sunnyvale, CA

Global Services General Manager

Responsibilities:

• Managed and deployed technical architectures that deliver the highest value add on to Confidential solutions, working with project managing storage and data management solutions.
• Part of the Top Enterprise Account Team (TEA) and responsible for achieving Confidential Global Service's business and Total Customer Experience metrics within assigned accounts.
• Responsible for International large and complex, high visibility, strategic and tactically important assigned accounts.
• Effectively aligned business requirements and storage solutions to effectively lead business and/or technology based engagements.
• Effectively worked with, and influenced senior internal personnel within the function, as well as employees in other functions that support the sales effort, and had direct customer contact, often through executive level.
• Lead weekly operational performance reports and proactive recommendations with the appropriate customer storage operations personnel, in conjunction with the Global Enterprise Manager (GEM) function.
• Communicated the overall account plan, and delivered regular service delivery results to the account's appropriate executive and management levels.
• Involved with Virtualization Projects implementing SaaS.
• Revenue targets were comprised of account revenue, support revenue and professional services revenue.

Confidential, San Francisco, CA

Senior Project Deployment Manager/ Technical

Responsibilities:

• Successful Reengineering of Confidential core business, infrastructure to modernize the technology that supports Blue Shield for the Shield Advance initiative for Release 1 with internal Confidential Teams, external Vendor Partners and Outsource Providers.
• Managed the development and implementation process of Shield Advance projects involving departmental and cross-functional teams focused on delivery of new or existing internal/external programs and/or products.
• Excellent Deployment, Interpersonal, Communication, Conflict Resolution, Negotiation skills when dealing with internal and/or external audiences (customer and vendor) at all levels of management under time pressure.
• Responsible for delivery of all Production environments for Release 1 and assurance that the Production environments leveraged Data Center and Confidential Data Center for Stage were aligned for similar configurations in case of Disaster Recovery.
• Responsible for assembling a project team, assigning and monitoring work of team members and providing guidance and leadership as well as managed service contract administration - scope and delivery
• Delivered consistent Operating System, ERP patches custom code change management activities.
• As part of a broader management team I had influence on business units, function strategies and objectives. Communications with C-Level and Stakeholders on a daily basis.
• Managed Vendor Relationships to ensure (SLA’s) Service Level Agreements were upheld accordingly to company standards and managed RFI and RFPs as well as handled vendor negotiations.

Confidential, Honolulu, HI

Director of Purchasing and Contracts

Responsibilities:

• Director responsible for all procurement for Confidential Departments.
• Participated in evaluating products, negotiating and establishment of suppliers and supplier performance.
• Identified opportunities to reduce costs and improve overall performance.
• Reviewed and created RFP’s (Request for Proposals).
• Managed (SLA’s) Service Level Agreements and customer relationships.
• Management of contracted services.
• Troubleshooting and resolving vendor issues.
• Responsible for all communications between senior level executives and third party vendors.
• Management of vendor relationships to ensure service delivery goal is reached.

Confidential, Honolulu, HI

Senior Program Manager

Responsibilities:

• Program Manager responsible for the Hickam AFB (Air Force Base) Non-classified Internet Protocol Router (NIPRNet) and the Secret Classified Protocol Router (SIPRNet) installation of a base wide infrastructure upgrade.
• Provided enhanced command control capability while allowing for expansion to accommodate AFB mission readiness and flexibility for contingency operations.
• Development of a Layer One infrastructure plan that assessed designed and validated the implementation of standardized robust and a low maintenance turnkey solution.
• Established how service agreements would be tracked, reported and addressed, including how disagreements are resolved and how (SLA’s) Service Level Agreements are revised.
• Negotiated (SLA’s) Service Level Agreements with clients and monitored service delivery to ensure agreed upon targets were met or exceeded.
• Responsible for managing business and technical deliverables to meet the project budget and timelines.