Candidates About

Senior IT Manager

Delivering Solutions that Meet Customers’ Expectations

Senior IT Manager with successful track record in infrastructure management and service delivery. Dedicated, results-driven management professional with background in IT service delivery jobs. Strategic builder of results-oriented organization.

Strong coaching, motivation, and staff development skills with proven success transferring job knowledge and leveraging skills both in and out of organization. Known for managing high-performing teams of analysts and engineers supporting multiple, large customers.

Areas of expertise include:

Professional Experience

Wavestrong (On Contract to IBM) Houston, TX                                                                                      2016 – Present

Service Delivery Manager, Servers and Storage – Hess Account

Managed delivery of contracted services to Hess for Server, Storage, BUR and Groupware. 

·         Primary interface between the customer and the global delivery center.

·         Responsible for SLA, Customer Sat, Critical Incident Management, Problem and Change. 

·         Completed Account Transition

Service Delivery Manager, End User Services & Cloud Managed Services – Motiva Account

Managed delivery of contracted services to Motiva for End User Computing and Cloud Managed Services.

·         Greenfield Buildout and Implementation of End User Services for the Motiva Transition.

·         Client build and deployment of 4500+ client platforms for the Motiva GoLive after the joint venture split.

·         Managing Windows 10 rollout project

·         Client interface and responsibility for the delivery of End User Computing (EUS) services.  Management of all Client Software Deployments

·         Incident Management, Problem Management, Root Cause Analysis and Change Management for EUS and Cloud Managed Services (CMS).

·         Client Focal and Management of CMS. Primary interface between the customer at Motiva, the 3^rd party application support team, the Cloud provider team and the IBM account team.

·         Daily operational management of CMS including monitoring change activity, incident solution, root cause analysis and problem management.

·         Manage new deployments and changes to CMS environment. Provide direction and leadership for service recovery activities. Disaster recovery support of the SAP environment.

Independent Consultant, Houston, TX                                                                                            2015 – 2016

Provided IT consulting to Houston-area companies and organizations.

Tems Inc

Sales Manager for a start-up focused on IT Environment Management, Application Configuration Management Automation and  DevOps Tools and Services. Served as a representative for global sales in southern US for TEMs, responsible for marketing  and sales strategies.

IBM, Houston, TX                                                                                                                                       2012 – 2015

CDI (On Contract to IBM), Houston, TX                                                                                                     2011 – 2012

Technical Solution Architect, Global Resource Management

Provided technical solutioning on large complex engagements for global service delivery. Interfaced and coordinated between global and US engagement teams from kickoff through signing and technical help to contract transition. Managed average of 10 complex engagements concurrently. Assigned average 60 deals / year. Interfaced with and supported teams in India, Brazil, Argentina, Costa Rica, China, Philippines, Malaysia, Mexico, Hungary, and Poland.

·         Served as leading architect and supported 44% of workload with team of 3 architects, developing Delivery Readiness Review (DRR) documentation and cost case for global sourcing to obtain global approval.

·         Coordinated between engagement managers and multiple delivery tower architects during iterative rounds of global solution development that included iSeries, UNIX, Wintel, Linux, Mainframe, Storage, Data Management, Security, Middleware, DBA and SPMS.

·         Interfaced with global delivery centers and US towers, resolving issues, providing analysis, and obtaining agreements.

·         Negotiated customer SLA / SLO targets

·         Team achieved 22 wins in 2014 totaling ~$1.6B and 24 wins in 2013 totaling ~$1.3B by focusing on solutions that streamlined business processes and met customer requirements.

Independent Consultant, Houston, TX                                                                                            2009 – 2011

Provided IT consulting to Houston-area companies and organizations.

·         Implementation projects at small businesses in Houston area.

·         Led and organized IT sub-team of BJM Senior Manager Group, assisting senior managers and IT professional on best practice use of tools and strategies.

GETRONICS / COMPUCOM, Houston, TX                                                                                                 2007 – 2009

Senior Operations Manager

Managed Network and Security Operations Center that supported a dozen large customer’s infrastructure with a team over 60 network analysts, network engineers, system engineers and shift managers. This included a 24x7 NOC that monitored and managed customer LAN / WAN Networks, servers and VOIP, providing Level 1 & 2 Incident Management while the on-call engineering team provided Level 3 Incident Management, Problem Management, Change Management and project support.

•      Recruited to bring stability to team that had lost 3 shift managers and senior manager, had 22% employee turnover and poor morale by collaborating with division staff at all levels to determine pain points, implementing new re-organization plan, integrating engineering, creating career paths, increasing training, and developing action plan to determine progress over 6 months. Increased employee morale and reduced voluntary turnover to <4% per year.

•      Increased vendor ranking with largest customer from #28 to #2 in 1 year and rescued critical customer account SAT by implementing key operational metrics, corrective action database, and quality assurance process.

•      Improved team’s technical skills and increased technical certifications to 60% of organization by targeting higher skilled network analysts during hiring, providing targeted training, using internal engineering expertise, and stressing importance of technical certifications.

•      Managed a $6M budget. Exceeded fiscal budget targets by maximizing team productivity, allowing headcount reduction and managing variable expenses.

•      Transitioned 2 major new commercial accounts and successfully managed multiple projects, increasing revenue.

•      Responsible for defining and meeting customer SLA / SLO Objectives as well as internal KPI’s. Met with customers monthly and/or quarterly to report on metrics and improvements.

•      Implemented QA process to improve incident and problem handling processes. Implemented review of each customer’s process and procedure database and implemented solution on Sharepoint.

•      Ensured customer service desk software and processes interfaced with our implementation.  Worked with various providers like Service Now, BMC Remedy, IBM Tivoli Service Desk, HP Service Desk and S3 Smarts.

•      Handled escalations. Instigated and chaired technical and management bridge calls. Chaired root cause analysis (RCA) teams as required. Responsible for Change approval.

IBM GLOBAL SERVICES, Houston, TX     1996 – 2007

Technical Manager, Commercial Middleware                                                                                    2005 – 2007

Managed team of ~40 technical engineers in multiple domestic and international locations supporting >75 middleware products for ~15 large strategic outsourcing and web hosting customers.

·         Created and chaired commercial middleware security standards team across entire middleware competency and implemented security best practices solutions and tracking / reporting database, achieving 100% compliance for all internal and customer audits.

•      Kept team 20% under fiscal and HR headcount budgets by reorganizing middleware team to take advantage of pooled skills, leveraging resources which allowed transition of 2 major accounts and expansion of services on 3 other accounts annually, and implementing 2 major cost take-outs annually.

•      Maximized training budget by utilizing online courses, standard classroom training, and cross training.

•      Negotiated with account teams’ payment of specific targeted technical training and leveraged team member skills, providing specific skills to help critical situations on 9 other accounts.

•      Matrixed team of 7 technicians from India and Brazil into cohesive global team with US team to provide full middleware support, utilizing appropriate skills that minimized delivery costs.

•      Managed escalations, severity 1 problems and customer relationship interface with 15 account teams, customers and other delivery teams, maintaining all customer satisfaction targets and customer service level agreement metrics.

•      Chaired technical and Management Bridge calls as required by incident severity guidelines that included internal IBM teams, customer teams and 3^rd party providers.  Chaired root cause analysis (RCA) teams as required. Approver for Changes

•      Negotiate with Customer to approve SLA / SLO agreements and report them to the customer monthly.

•      Worked with the Customer incident management software (Service Now, BMC Remedy, IBM Tivoli Service Desk, HP Service) to integrate with our software and processes.

Manager, Technical Infrastructure Teams                                                                                           2002 – 2004

Managed cross functional tower with staff ~30 engineers in Service Delivery Center / North Central (SDC/NC) supporting middleware, database administration, messaging services. Managed tools team that supported 12 commercial web hosting, eCommerce, and strategic outsourcing accounts.

•      Led Websphere competency team and middleware best practices team, serving as SME for large global outsourcing engagement proposals.

•      Integrated 2 middleware support teams from Canada into organization, supporting 6 Canadian global outsourcing and web hosting accounts.

•       Implemented security health checking and tool to track security health check compliance within team, ensuring 100% compliance on all audits.

•      Managed technical excellence award-winning team, developing critical product offering, Intelligent Due Diligent tool.

•      Managed team below budget and headcount targets, transitioning and seeing major scope increases on 5 – 6 accounts each year while meeting or exceeding customer satisfaction targets and receiving recognition from 6 commercial accounts.

•      Managed escalations, severity 1 problems and customer relationship interface with 15 account teams, customers and other delivery teams, maintaining all customer satisfaction targets and customer service level agreement metrics.

•      Chaired technical and Management Bridge calls as required by incident severity guidelines that included internal IBM teams, customer teams and 3^rd party providers.  Chaired root cause analysis (RCA) teams as required.

•      Negotiate with Customer to approve SLA / SLO agreements and report them to the customer monthly.

•      Worked with the Customer incident management software (Service Now, BMC Remedy, IBM Tivoli Service Desk, HP Service) to integrate with our software and processes.

Manager, Technical Infrastructure and Architecture Teams                                                                   1997 – 2002

Managed teams responsible for providing Windows and UNIX server management, global messaging, groupware, project management services, tools implementation, PC builds, inventory and billing system, global software delivery and architecture on large integrated oil & gas account.

TEXACO, INC.,  Denver, CO            1989 – 1996

Information Systems Supervisor and Strategic Architecture, Denver Division Infrastructure                                

Responsible for the Western Division Exploration & Producing Headquarters Infrastructure and Architecture for the entire Division that included 45 remote offices. Supervised the infrastructure teams that included the Denver Data Center, Unix & Intel Servers, VAX Systems, GIS Workstations, Networks, Voice & Data Telecom, Operations, Messaging, Groupware, Help Desk, Deskside Support, GIS Systems, Problem/Change Management, Electronic Software Delivery, Infrastructure App Development and Architecture.  SME and hands-on support for Intel Server, Networks, Messaging, Groupware, ESD and Architecture Design.

Technology

Working knowledge of and managed teams that supported:

Cisco Routers and Switches, HP Openview NNM, HP Service Desk, S3 SMARTS, Cisco Unified CallManager, EMC Smarts, VoyenceControl, VitalSuite, NetIQ, CiscoWorks, Clarify, Websphere, MQ Series, Oracle, SQL Server, DB2, Weblogic, Windows Server, AIX, Solaris, Apache, Lotus Notes, Domino, Groupware Development, Windows Server 2003, Apache, iPlanet, Lotus Notes, Domino, Hyperion, Commerce Server, Oracle 11i, ColdFusion, Linux, AIX, Solaris, HP-UX

Degree, certification and awards

Bachelor of Business Administration, MIS, Texas State University, San Marcos, TX

IT Infrastructure Library Foundation Certified, ITIL, Houston, TX

Recently completd Project Management classes through George Washington University (Managing IT Projects, IT Risk Management & Financial Management for Project Managers) to update my technical PM skills

IBM Golden Circle award recipient given to top 1%