Dewayne C. Kendall 703-***-****

acemni@r.postjobfree.com

EXECUTIVE SUMMARY

Senior Operations, Planning, and Service Delivery IT Leader with a proven track record of solving complex problems.

Core expertise in operational excellence, strategic process improvement, Program Management, Vendor Management

in an outsourced environment, Financial Management, and ITIL Service Management transformations. PMO leader.

PROFESSIONAL EXPERIENCE

Fannie Mae August 2000 to Present

Enterprise Shared Services January 2013 to Present

Acting Director – Program Management & Service Delivery, Hosting Services

Under a Service Management umbrella, resource manager and cross-functional leader for 29 Project, Business,

Financial, and Service Management individuals in a Financial Services organization. Daily emphasis on cost and

productivity enhancements. Heavy Executive Management interaction. Team acted as consults as well as delivery

agents on annual budget process, headcount management, contract renewal, and SDLC project coordination.

• Directed a portfolio of 50 projects worth over $75M with a team of 2 Program and 17 Project Managers to

design, build, & deploy scalable platforms across Network, Servers, Storage, and Data Center environments.

• Planned & executed outsourcing of Infrastructure Service Delivery to IBM.

• Renegotiated contract Terms & Pricing for multiple $3 - $5M HW & SW deals as part of $40M Capital Plan.

• P&L forecast responsibility for $115M budget. Achieved 2013 target savings of 5% within first 6 months.

• Instrumental in creating Service Charter, documenting Service Levels, providing visibility into Demand and

Capacity Management, as well as showing the business our “Bill of IT” using Apptio Financial Mgmt tool.

• Refined Hosting offering by creating standardized Service Catalog while also improving Request Fulfillment

IT Service Management Office June 2011 to December 2012

Business Analysis & Reporting Manager

• Negotiated a Master Services Agreement with a National Training Partner. Coordinated over $500K in

training for 2011 alone, servicing 170+ individuals. Scaled to two higher level organizations in 2012.

• Developed metrics to support defined KPIs, CSFs, and Executive Dashboards focusing on Service

quality.

• Acted as Program Manager for $5.0M+ Capacity Growth and Tech Refresh Portfolio of Projects.

• Embraced ITIL Best Practices; Organized 12 Service Mgmt boot camps for 250+ individuals in 2012.

• Facilitated delivery of a monthly Service Review for 750 person, $150M+ mixed Managed Services

team.

• Led an Activity Based Costing exercise for a $200M organization utilizing Fishbone diagrams to

decompose Services for creation of a hierarchy. Selected ServiceNow as our new IT Service Management

Suite.

Enterprise Networks August 2000 to June 2011

Implementation Manager

• Led multiple implementation teams toward the successful deployment of Voice over IP Enterprise-wide.

Installed 13,000+ Cisco VoIP devices across 17 buildings in 6 NFL cities. Saved over $13M in Telecom

expenses over a 5 year period, while increasing end-user productivity and efficiency.

• Migrated mixed manufacturer ISDN video conferencing system to an IP-based all Polycom environment. Set

up digital recording for Video on Demand & centralized bridge services. Achieved 30% savings.

• Worked with a 3rd Party Telecom Expense and Inventory Management firm (Xigo / Dimension Data) to specify,

develop, and populate a circuit inventory database with over 4,300 Points of Service. Uncovered over $750K

in inappropriate billings in the first 6 months of usage alone.

Operations Manager

• Helped design & implement an Enterprise Operations Center within our new out-of-state Data Center.

• Selected multiple monitoring/mgmt tools for Cisco VoIP services to include Cisco’s ITEM, Integrated

Research’s Prognosis, Netcool’s Netcool for VoIP (NfVoIP), as well as Cisco’s Unified Ops Mgr.

• Managed a staff of 18 for over 3 years that had 24 x 7 responsibility for Voice services covering Cisco

Corporate Voice, Nortel Capital Markets trader turrets, and Avaya call center environments.

• Proposed, organized, and transferred 24 x 7 Tier 1 Network Operations Center support over a 6 month period

for all data/voice networks for 8,000 individuals. Developed process flow maps as well as training materials.

Project Manager

• Led a 3 month production switch line card replacement project for over 600 line cards. All changes done in

place with no adverse end user impact. Rewarded for exceeding supervisor and customer expectations.

• Sole representative for Enterprise Networks to Corporate Restatement team for on/off-boarding over 5,000

indiv in a 3 yr period. Responsibilities included provisioning and/or removing phone, voicemail, and data

connectivity services. Operated in a very fast paced, high visibility environment for over 2 yrs.

• Reviewed drawings, prepared BOMs, submitted budgets, and ensured on-time completion of Voice and Data

services for multiple implementations. Projects included: a 600 person/4 floor office tower/data center

implementation; a 900 person/9 floor in-place migration; a 1,300 person/9 floor office tower new build; and a

500 person/5 floor office tower new build all in different locations across the US.

Finance/Telecom Manager

• Authorized and tracked $20M+ Enterprise Networks budget to include a $10M+ Telecom line item.

• Conducted contract negotiations, ROI/TCO computations, and budget variance analysis for over 4 yrs.

• Simultaneously negotiated 2 National Carrier Master Service Agreements, saving over $1.3M.

• Led a comprehensive Enterprise-wide physical fax machine utilization and consolidation effort that resulted in

over 30% decrease in machines deployed. This effort dovetailed into an analog line audit where over 1,400

lines were removed from the environment, an almost 40% reduction. Together these projects saved over

$250K.

VoIP Engineering Manager - Led lab testing of new VoIP/Unified Communication applications, bug scrubs, design

reviews, and overall team prioritization for enterprise-wide services such as: cellular, video conferencing, and

corporate voice per Enterprise roadmaps that the team developed.

Outside Cable Plant Manager - Over 7 yrs of day-to-day management of a $1.1M+ outsourced cable plant team.

Responsibilities included work prioritization, escalation remediation, and administrative support. Functional areas were:

Cable/Sat TV, all analog services, structured fiber/copper cabling in two data centers, all LAN cabling in the Enterprise

office spaces, and VoIP/Unified Comm Move, Add, Change, and Deletion work.

Customer Account Manager – Represented Enterprise Networks to the Facilities, Security, and Market Room

business units at Fannie Mae. Recognized multiple times for proactive results-oriented initiatives.

United States Air Force March 1989 to August 2000

Aeronautical Engineer; Major selectee

Held various positions in the Intelligence and Acquisition career fields focusing on threat systems and weapons testing.

Spent 10 months at Boeing Aircraft Corporation’s Seattle, WA facilities completing a specially selected “Education with

Industry” program. Held Top Secret/SCI clearance for over 10 yrs.

VOLUNTEERISM

• Served 4 yrs Vice President, Board of Directors, Cisco IP Telecommunications User Group - CIPTUG

• Active in Coaching youth basketball and football teams when schedules allow (8 yrs so far….)

EDUCATION

MBA – concentration in Financial Planning BS – Aeronautical Engineering

City University, Seattle, WA The Ohio State University, Columbus, OH

PMP Certification from the Project Management Institute, received in 2011 and valid until 2017

IT Service Management certifications in ITIL Foundation (2012); ITIL Intermediate in Service Offerings & Agreements

(SOA - 2012); ITIL Intermediate in Planning, Protection, & Optimization (PPO - 2013); ITIL Intermediate in Release,

Control, & Validation (RCV - 2013); and ITIL Intermediate in Operational Support & Analysis (OSA - 2014).

Focused Efficiency: Enjoy streamlining processes and driving down costs; Perseverance and Follow-through:

Thrive on juggling multiple activities at once; Inclusive: Value diversity and helping to mentor others.

Proud of Relationship Management skills - known as the “The Solutions Guy.”

Daily usage experience with Enterprise Tools to include:

BMCs’ Remedy IT Service Management (ITSM) Suite (laid the groundwork for the transition to ServiceNow)

Oracle’s Enterprise Program Planning Management (EPPM) Tool

HP’s Enterprise Resource Planning Program (ERPP) Tool

PlanView’s Portfolio Management Tool which was used for Business Case Management

Microsoft Project and Project Server Applications

Apptio Financial Management Tool

Oracle / Hyperion Planning used for yearly Budgeting

Cisco MeetingPlace used for Audio Conferencing

Cisco Communication Manager used for VoIP Services

Contract Negotiation experience with the following Vendors:

- Global Knowledge - ePlus Technologies - Xigo / Dimension Data

- Verizon - IBM - BMC

- AT&T - Netcom Technologies

- Level 3 - Oracle

- OnFiber - ServiceNow

- AboveNet - Intercall

- Cisco - Polycom

- Juniper - Corporate Executive Board (CEB)

Functional experience in:

- Service Management to include Demand Management, Strategy Management, Service Portfolio Management,

Financial Management, Service Level Management, Supplier Management, Service Catalog Management, Capacity

Management, Change Management, Incident Management, Problem Management, Request Fulfillment, and Access

Management. One of less than a dozen individuals out of a 2,500+ Operations and Technology Division personnel to

be seen as ITIL luminary. I am one course from attaining my ITIL Expert certification/credential.

- Project/Program Management to include Cost, Schedule, Scope, Risk, Resource, and Quality focuses.

- Financial Management to include Accruals, Capital Planning, Budgeting, and Variance Analysis.

- Business Office Activities to include SOW Preparation, Contract Management, and Resource Management.

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