GEORGE W. WAKEFIELD

abhmfh@r.postjobfree.com

**** ******** ***., ******, ***** 75219 • Tel: 214-***-**** • http://www.linkedin.com/in/georgewakefield

EXECUTIVE SUMMARY

• Extremely team oriented and results driven Professional ITService Delivery/Project Manager with over 15 years of

leadership.

• Success in competencies such as project management, IT Operations, leadership, technical staff procurement, technical

customer/vendor support, strategic planning, process documentation, infrastructure support, contract negotiations, process re-

engineering, help desk design and management of multiple datacenter operations.

• Excellence in managing and exceeding client expectations in fast paced environments and able to prioritize and manage

cross functional operations.

• Proven track record of delivering successful projects within budget and ahead of schedule for many Fortune 500

companies across diverse industries: Banking, Telecommunication, Heavy Industrial and Health Care.

• Managed in-sourcing of Global IT Services Delivery of $2 billion Corporation, resulting in annual savings of $8M.

• Executive Liaison for Senior VP users/customers and development groups.

• Managed security risk and database applications integration for global financial environments.

AREAS OF PROJECT MANAGEMENT EXCELLENCE

Scope Management Help Desk/Change Control Team Leadership/Mentor

Strategic Management Strong Interpersonal skills Security Risk Management

Systems Integration Project Documentation Datacenter Design/Maintenance

Report Design/Generation Operational Performance Capacity Planning

PROFESSIONAL EXPERIENCE

Wakefield Management Resource, (Owner) Dallas, TX (08/14 - Present)

Information Services Delivery/Project Manager/Instructor

• Independent Project Management Consultant specializing in professional information services and training.

• Design and maximize service delivery operations productivity for technical environments.

• Analyze business requirements for developing solutions to improve workflow and operations productivity.

• Provide independent project management services for technical environments.

• Proficient with MS Word, Excel, Project and Visio, i.e., pivot tables, multi-layer spreadsheets.

Hewlett Packard, (KForce) Plano, TX (01/14 – 07/14)

Project Manager/Integration Services Manager

• Managed the analysis and identification of potential data security risks within over 50 corporate information systems.

• Implemented the remediation processes to ensure audit compliance for business applications.

• Created and implementated SharePoint evidence libraries for audit compliance documentation.

• Mitigated security risks for business systems merging from the Autonomy Corporation into the HP environment.

• Coordinated and implemented new “Revoke User” processes and documentation for HP security compliance.

• Presented PowerPoint presentations and statistical data reports, to keep senior management continuously updated.

• Proficient with MS Word, Excel, Project and Visio, i.e., pivot tables, multi-layer spreadsheets.

Bank of America, (TekSystems) Addison, TX (04/12 - 07/13)

Project Manager/Security Support Manager

• Worked with stake holders to analyzed and minimize security risks for Global application systems.

• Directly influence quality and reporting initiatives within the infrastructure organization for senior management.

• Successfully remediated approximately 60,000 user access risks by tracking and analyzing qualitative metrics

and key performance indicators.

• Implemented solutions for the business partners to maximize process improvements and security.

• Maintained current progress status information for senior management and business customers.

• Coordinated the oversight and support of application development teams for all identified access risks.

• Proficient with Excel and Visio, i.e., pivot tables, RACI diagrams and complex spreadsheets.

Citi Corp, (Judge Group) Las Colinas, TX (01/11 - 12/11)

Project Manager/Information Services Manager

• Minimized potential security risks as Lifecycle Manager monitoring all mainframe database products for Security State

Management team.

• Assumed management responsibility of twelve database analysts (mid-stream) supporting global knowledge base

migration and implementation.

• Exceeded the six month project deadline by implementing a global integration of over 5,000 Service-Now knowledge

base articles to replace an old corporate system.

• Managed weekly forums of open security risks discussions to identify and document risk levels to Citi management.

• Liaison for Security State Management team and Engineering for customer testing and operations.

• Created and published ad-hoc reports reflecting business objects to address vulnerability status and resolution.

GEORGE W. WAKEFIELD

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Safety-Kleen Corporation, Dallas, TX (01/06 - 02/10)

Sr. Manager/Director of Operations Service Delivery

• Increased operations effectiveness by actively managing performance relationships with DELL Management supporting

all corporate misson critical services.

• Produced $8M annualized savings by assisting VP in the termination of a 10 year, $250M full IT outsourcing agreement.

• Negotiated and managed service contracts with EDS and Dell to maximize support and minimize cost.

• Successfully completed upgrades to the LAN, SAN, Corporate Helpdesk, in addition to an implementation of 1500+

wireless handheld devices and 3800+ email user profiles.

• Technical advisor for design and upgrade of all data center hardware and environmental systems.

• Gained the HR reputation for the only corporate department with “Zero Turnover”.

• Selected as SME to represent IT services to all executive level and senior management.

• Implemented a solid and successful Change Management function to support over 2000 network users.

• Improved Customer Satisfation with the implementaton of 24x7 on premise data center operations supporting email,

SharePoint, internet, security and other applications and infrastructure systems.

• Satisfied and exceeded annual corporate ITIL audit compliance requirements for all technical documentation.

Wakefield Management Resource, (Owner) Dallas, TX (11/04 - 12/05)

Information Technology Manager/Instructor

• Independent Process Consultant specializing in professional services.

• Designed and maximized service delivery and team productivity for call centers, help desks and data centers.

• Completed instructors training for teaching introductory computer basics.

• Provided independent services to design and update both user and technical support operations.

• Analyzed business requirements for developing solutions to improve workflow and operations productivity.

Innovative Systems Group, Glen Ellyn, IL (10/03 - 10/04)

Project Manager

• Project Manager for Blue Cross Blue Shield senior client server operations support team in Dallas Texas.

• Technical SME and project manager providing support to all systems development groups.

• Interfaced directly with the resources to monitor and manage project direction and progress.

• Planned and facilitated project reviews for all corporate applications development teams.

• Created and implemented both user and technical procedures and standards documentation.

• Maintained web database for all client services development projects.

Concentra Health Services, Dallas, TX (05/02 - 09/03)

Customer Delivery Support Manager

• Managed the corporate services delivery call center help desk supporting 4500 U.S. employees.

• Improved customer service levels supporting first call resolution by 50%.

• Developed and published SLA and OLA statistics to senior executive management.

• Supported and monitored operations utilizing CA UniCenter TNG, BCMS Vu, AHD and Remedy.

• Created and published new policies and procedures for the technical call center teams.

• Worked with Business Units to increase overall customer support operations performance by 75%.

• Re-engineered processes and optimized department resources to improve productivity and image.

Ericsson Wireless Communications, Inc., Dallas, TX (01/00 - 04/02)

Senior Delivery Service/Operation Support Manager

• Restructured all operations and workflows for the corporate site support center and call center help desk.

• Managed and improved performance for 28 desktop support technicians servicing approx. 6000 U.S. employees.

• Implemented new organizational structure to managed 45 certified call center agents in remote site locations.

• Re-engineered the design and processes for the call center operations, hardware order administration, warehouse

operations and contingency planning.

• Senior Project Manager for the Sony Joint Venture and EMX Consolidation.

• Consolidated Lynchburg VA and Dallas TX call support help desk teams into one virtual global call center.

• Designed, documented and published statistical reporting for all data services support operations.

• Redesigned, implemented and managed a multi-tier technical support call center to support all global customers.

• Maximized the productivity and shift coverage for 28 certified engineers to improve overall technical support ratings.

• Strengthened network client/vendor relationships and improved IT Customer Service satisfaction ratings by 50%.

CompuPros Consulting Inc., Dallas, TX (08/98 - 01/00)

Senior Project Manager

• Completed the Y2K Mainframe Compliance project for Blue Cross Blue Shield located in Dallas Texas with “no impact”

to normal daily operations.

• Planned and facilitated all weekly review forums with application systems stake holders and project teams.

GEORGE W. WAKEFIELD

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• Planned and facilitated all weekly review forums with application systems stake holders and project teams.

• Liaison to executive management for all Y2K project activities involving hardware and software applications.

• Designed, developed and published technical project documentation library for over 1500 BCBS systems.

• Compiled and published statistical documents to manage project schedules and timeline implementations.

• Implemented and managed the Y2K millennium war room/documentation library for Health Care Services Corporation

in Texas and later emulated by the BCBS of Illinois.

Security Technologies Group, Dallas, TX (01/98 - 06/98)

Director of Information Delivery Operations

• Assisted executive management with the implemenation of an IT information network to support the new regional

infrastructure for ten combined Security Services companies.

• Managed the creation of local and remote technical support for all national network LAN/WAN operations.

• Negotiated corporate contracts to provide consulting services to improve corporate email and wide area network

performance.

• Successfully purchased and installed all corporate phone systems and voice messaging systems in Hayward CA,

Marietta GA and Gaithersburg MA, to support corporate clients.

• Completed Risk and Impact analysis to maximize administrative support for the financial network.

• Configured and managed the L1, L2, and L3 support services teams and operation facility for over 4000 network users.

OpenConnect Systems Inc., Dallas, TX (07/96 - 8/97)

Director of Network and Telecommunications

• Managed LAN/WAN, telecommunication and large mainframe support for 200+ national and international users.

• Met the six month deadline for the strategic and tactical re-engineering of all corporate information systems.

• Completed the design and implementation of new corporate help desk facility to provide technical service and support

for all national and international business operations.

• Created and published policies and procedures library including disaster recovery and all corporate support functions.

• Managed all corporate technical support and upgrades for UNIX, AIX, Windows, DOS, and Microsoft OS.

• Coordinated and implemented all network upgrades for Cisco routers, Sun systems, Cabletron hubs and IBM AS400

mainframes. Created and managed a 1.5 million dollar corporate IT budget.

• Familiar with Traditional and Waterfall Project Management methodologies.

AT&T (Texas Instruments Project), Dallas, TX (01/96 - 07/96)

Information Technology Consultant

• Redesigned architectural network topology for Texas Instruments, general south campus.

• Performed technical analysis of the LAN/WAN environments to manage the installation and integration of the

redesigned network and telecommunications infrastructure for the worldwide Texas Instruments computer network.

• Developed and published technical documentation for network infrastructure with the customer.

• Created documentation and network diagrams utilizing Microsoft Project, Excel, VISIO and MS Word.

• Published user manuals and network configuration manuals for Texas Instruments executive management.

• Redesigned and implemented multi-protocol environments supporting fiber optics, Ethernet Bridge/Router connectivity

(Cisco, UB, and Cabletron) switches for large Texas Instruments network user groups.

FDIC / Resolution Trust Corporation, Dallas, TX (01/90 - 12/95)

Senior Information Services Delivery Support Administrator

• Completed the buildout of an Information Services operations (from scratch) to support 2000 user network in the San

Antonio, Houston and Dallas RTC Consolidated Offices.

• Recruited, hired and managed all IT resources to support the construction and continued operation of three corporate

data centers supporting financial information to all corporate field office network locations.

• Negotiated and supervised the implementation of network infrastructures and telephone communication systems for the

Dallas RTC locations, including all cable plants.

• Coordinated all applications systems development using SDLC methodology, to process and generate the information

required to close over 50 failed financial institutions.

• Participated as one of 17 RTC Field Services Directors on the national RTC IT committee. This group was assembled to

direct and design all of the information technology to support the national project.

• Created and implemented the corporate IT budget in excess of $4.2 million dollars.

• Trained, managed and supported corporate LAN and WAN network operations resources.

• Developed and published technical documentation, statistical data and Disaster Recover Manuals for

RTC senior executive management.

• Familiar with processes and procedures for compliance with federal agency guidelines.

EDUCATION & TRAINING

Bachelor’s in Applied Studies - Our Lady of the Lake University - San Antonio, Texas

Major: Business Management / Marketing Double Minor: Information Systems / Economics

CISA (Certified Information Security Auditor pre-test training), University of Texas, Dallas

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