Steven W. Lawrenz

***** ********** ** ************, ** 20878

ac3dj0@r.postjobfree.com 240-***-****

Business & Technology Management

A results-driven, management professional having international program delivery experience across public and private sectors. Innovative and solution oriented, with a core emphasis on business management, budget administration, logistics, and process improvement. Known for being an exceptional communicator and a team player, whose collaborative approach, problem solving skills and attention to detail are consistently leveraged for mission critical and time sensitive projects. Demonstrated history in delivering superior business solutions through direct stakeholder engagement and incorporating industry best practices and procedures. Active Top Secret Security Clearance.

Core competencies include:

Supply Chain Analysis

Team Building & Leadership

Business Analysis

Program/Project Management

Capital & Operations Budgeting

ISO & ITIL Process Implementation

Agile Methodologies

Requirements Management

Service Desk Management

Service Level Management

Customer Delivery Management

Vendor Relationship

Business Process Improvement

Asset Management

Facilities Management

Professional Experience

MDA INFORMATION SYSTEMS, LLC, Gaithersburg, Maryland

Delivery Manager 7/02/2012 – Present

Facilitate cross-functional, multi-team, globally deployed technical services for MDA Information Systems, LLC. Administer ITIL Service Delivery Model and Agile development processes to improve organizational efficiency. Lead diverse groups to ensure work under management is well defined and planned including scope, estimation, budgeting, resource allocation, and scheduling. Provide supply chain management to provided service and materials in support of multi-site operations as well key Strategic and Operational initiatives directed by executive management. Support MDA’s effort to obtain, and now maintain, ISO 9001 certification. Serve as a key member of the technology leadership team. Govern $2.2M Op-Ex and $2.4M Cap-Ex budgets.

Management:

Project Management: Deploy Dynamic Systems Development Method (DSDM) methodology, with MoSCoW prioritization and time-box cost controls, into a traditional waterfall environment. Simplify and maintain agility though the use of the DSDM Agile Project Framework, coupled with Scrum. This distinct technique provided the necessary visibility to regain control of several failing projects, while effectively leveraging a more lean approach toward daily development tasks. The result was the successful turn-around of over $4M in projects, and a sustained growth of customer satisfaction.

Personnel Management: Hire, train, and mentor staff in service delivery, configuration management, and requirements analysis roles.

Supply Chain Management: Consolidate diverse vendor list and streamlined the service supply chain. Introduce new vendor evaluation protocols and delivery standards that generated $500,000 of capital savings within the first year.

Merger & Acquisition: Focal point for technical coordination of merger & acquisitions totaling $4M of new hardware assets, two hundred additional employees, and 60,000 ft2 of office/computer support facilities.

Quality Management: Ensure IT services and facilities programs meet with Canadian Sarbanes-Oxley (CSOX) requirements and ISO 9001 standards by leveraging SharePoint workflows and event notifications to keep teams apprised to changes in these policy areas.

Process Management: Implement ITIL practices and procedures to improve customer service, project visibility, and service delivery. This increased internal and external client satisfaction rates by over 220%.

Security Processes: Design a System Security Plan intended to better align IT activities with FISMA regulations and NIST Guidelines.

Continuous Improvement: Develop departmental centric audit methodologies supporting a root cause analysis (RCA) approach the identification, tracking, investigation and correction of non-conformances in products, processes, and procedures as documented in Corrective Action Requests (CARs).

Facilities:

Network & Environmental Security: Work with MDA IS LLC Facilities Security Officer (FSO) to establish a Network Operations Security Center (NOSC) to ensure both classified and unclassified systems meet requirements as defined by National Industrial Security Program Operating Manual (NISPOM) and Defense Security Service (DSS). Assisted with the development of Electronic Control (ECP) and Technology Control (TCP) Plans overseen by the Proxy Agreement and Government Security Council (GSC).

Data Center/Office Facilities (Maryland): Assist with the planning an execution of facilities support for a 32,000-ft2 location; including enhanced power distribution, monitoring and management. Oversee UPS, generator, power distribution, and HVAC maintenance schedules and contracts.

Business Continuity: Engage in a division wide review producing a comprehensive, multi-location Disaster Recovery/Business Continuity Plan (DR/BCP) addressing mission critical system identification; data backup, recovery, and fail-over protocols; financial and operational assessments; alternate physical location deployment planning; regulatory reporting; and client communication and engagement.

Power Management: Plan and execute building maintenance activities for power distribution systems generator, and inline UPS at multiple MDA locations.

Technology:

Precision Agriculture: Manage requirements and coordinate development efforts between on/offshore teams in the effort to refactor a precision agriculture tool for commercial farming. The application hosts global satellite imagery and data for an international user base leveraging ArcGIS, PostgreSQL, and Python as the core technology stack. The product has now been deployed in three languages and covers over 100M hectares.

Insurance Risk Analytics: Coordinate specifications, development activities, and integrations for multi-tiered, web service based mapping application built upon the OpenGeo platform. System enables insurance adjusters and policy managers to layer risk and weather data onto underwritten areas to make accurate policy decisions.

Social Media Analytics: In support of MDA’s Government and Commercial social media analytics programs, evaluated Hadoop and MongoDB as acquisition, processing, and data storage solutions. The resulting platform provides the foundation for MDA’s ‘big data’ solutions, which has now become a MDA IS LLC core portfolio capability.

Visit Request System: Oversee development of a SharePoint 2010 solution to facilitate approved communication between MDA and its Canadian parent company, as mandated by DSS to mitigate Foreign Ownership Control and Influence (FOCI) concerns.

Software DevOps: Select and integrated the Atlassian suite of tools for Software Project Management including Jira, Confluence, Stash, Bamboo, and Crucible. Configured access and trained teams on the use of this software suite.

ALVION, LLC/ACXIOM, Cape Coral, Florida

Product Analyst/Manager 11/01/2005 – 06/29/2012

Quality Control Integration Manager 05/31/2004 – 10/28/2005

Project/Account Manager 03/18/2002 – 05/28/2004

Technical Support Supervisor 09/04/2000 - 03/15/2002

Responsible for managing client expectations throughout product implementation, gathering and prioritizing customer requirements, and working closely with executive management in defining product vision and new system functionality. Engaged in client training, coordinated user acceptance testing, and operated as the ‘point-of-contact’ in regards to end-user issue management. Analyzed market trends and outlined strategies to provide the highest value and quality to our clients, and their 60,000 end-users. Trained and managed multi-national customer service staff capable of providing 24x7 follow-the-sun operation.

Management:

Program Management: Established the Project Management Office (PMO) and its processes, as well as methods and approach for Architecture & Analysis Group, supplementing existing processes and procedures.

Account Management: Managed customer requirements and development communications for the division’s largest clients. Responsible for all planning, coordination, and deployment of changes and corrections to the online interface and client sites.

Project Management: Implemented requested changes and facilitated training to the client companies including user acceptance testing plans and documentation. Coordinated all teams to meet implementation timelines and projected budgets. Structured efforts to conform with PMI.

Release Management: Reviewed and approved all coding and data integrations to the Live software environment. Maintained a 100% successful integration rate throughout my term.

Support Staffing: On-boarded and coached key team members to provide application support on a 24x7 schedule. Staffed and trained local resources as well as covering teams in the Philippines. Initiated and implemented statistical tracking of technical support staff. Managed the day-to-day operations of technical support teams in both the US and the Philippines.

Continuous Improvement: Used data analysis to identify trending customer concerns and introduced solution improvements to increase customer satisfaction.

Process Management: Designed and implemented a project approval process including SharePoint workflows for moving employee and customer innovations through the project process from initial ideas to implementation.

Quality Management: Worked with the Data Center Operations (DCO) staff to establish requirements, develop capacity plans, and deploy server capability in advance of the evolving needs of the production systems.

Logistics Management: Developed standards for supplier selection and metrics of supplier performance. Improved overall time to market of vendor supplied components by 30%.

Facilities:

Business Continuity: Developed disaster recovery and business continuity plan including business awareness plan, executive crisis management plan, recovery strategies, continuity exercises, and recovery exercise scheduling.

Disaster Recovery - Implementation: Acted on plans developed to restore limited customer services 24 hours after hurricane Charlie physically breached the data center. All customer services recovered within 72 hours and full capacity was available within one business week.

Data Center/Office Facilities (Alvion – Tampa, FL): Oversaw UPS, generator, power distribution, HVAC, and general facilities maintenance schedules and contracts. Facilities support for a 12,000 ft2 office unit as well as a remote data center.

Technology:

Code Review: Verified client approvals, reviewed Cold Fusion templates, and manual audit of SQL scripts. Migrated from Visual Source Safe to Subversion as the version control tool for development providing superior code management.

ETL Processes: Developed processes for improve data cleansing using DTS, later migrating to SSIS. Facilitated analysis of key elements for rapid data count system using Sybase IQ v12.

Incident Management: Developed small footprint html applet for customer support ticketing. Integrated tools for researching and resolving all client concerns. Data was stored in relational database for later analysis. Implemented simple scoring system for knowledge base solutions used by both support staff and end users.

SONY ELECTRONICS, Fort Myers, Florida

Technical Support Specialist 02/25/1997-09/01/2000

Initial direct point of contact for customers. Received logged and resolved questions and operating problems with Sony’s personal computer (PC) line. Exceptional ability to learn new systems, including database tools, allowed the following accomplishments: The fastest rise to the level of Technical Specialist ever, at Sony.

Management:

Floor Supervisor: Acted as the supervisor for both customer escalations and call routing whenever floor managers were not directly available. Instructed the teams in proper routing and handling of specific calls and directed escalations to appropriate specialists.

Peer Mentoring: Guided other technicians in the use of CS3, a custom learning database tool for service solutions and Folio, the product information database containing all Sony product information for the support center.

Configuration Analysis: Our review of system latencies identified key areas where hardware investments could yield significant improvements. This led to a Six Sigma project allowed for a $1.5M annual savings for the call center.

Education & Credentials

Florida Southwest College 2012 Graduate (4.00 GPA)

Fort Myers, Florida BS Supervision and Management

Edison Community College 1996 Graduate (3.14 GPA)

Fort Myers, Florida AA Engineering/AS Electrical Engineering

Clubs and Organizations

Member Audubon Society 2010-Present

Member Sierra Club 2010-Present

Member Phi Sigma Omega (Active) 1993-1996

Member of Student Government 1992-1995

Additional Training

Project Management Institute 2014-Present

ITIL Release Control & Validation 08/2014

SCRUM Master Certification (CSM) 09/2013

ITIL Foundation Certification 10/2012

Dale Carnegie Courses 02/2004 - 09/2004

Six Sigma Preliminary Courses 06/1999 - 08/1999

Frameworks and Methodologies: ITIL Framework, Agile Scrum Development, Waterfall Development, Microsoft Operations Framework, Project Management Body of Knowledge (PMBOK), FISMA, NIST, ISO Compliance, CMMI, IT Service Management.

Software Skills: SharePoint, Windows, MS Office, MS Project, JIRA and Confluence (Atlassian), DOORs and ClearCase (IBM) ManageEngine (Zoho). Familiar with virtualization, VMWare, Active Directory.

Managed Technologies: SQL, PostgreSQL, Sybase IQ, OpenGeo, ESRI’s ARC product, Java, Java Script, HTML5, Cold Fusion, and Python.

Interests and activities: Travel, Scuba Diving, Hiking, DIY Projects, Bicycling, Reading, Auto Repair, Photography, Ecology

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