Proficiencies:

Team Leadership

Customer Service

Systems Implementation

Employee Mentoring

Project Management

Business Analyst

Systems Analyst

Process Improvement

Financial Planning

Strategic Planning

Contract Negotiation

Training and Development

Team Building

Continuous Improvement

Technical Writing

Disaster Recovery

Performance Evaluations

Vendor Management and Selection

Efficiency Improvement

ITIL

Lean Six Sigma

Process Documentation

SDLC

COTS

Application Development

Application Testing

Project Implementation

Industry Experience:

Manufacturing

Finance

Accounting

Medical Device Manufacturing

Government

Technology Services

Food and Food Ingredients

Construction

Practices & Tools:

Project & Program Management

HP ALM

StarTeam

MS Office Suite

MS Project Server

SharePoint

Agile SCRUM Disciplines

Six Sigma

Summary

Over 25 years of professional leadership with a proven history of building and managing proficient teams. Strong focus on coaching and team building while creating a streamlined and efficient work environment. Repeatedly recognized for strong interpersonal skills and continual improvement. Flexibility to manage multiple projects with multiple deadlines.

Proven record of delivering business and IT solutions on time, within budget, and with very high customer satisfaction ratings.

Seasoned leader in business value creation and working effectively with both business executives and IT Senior Management.

For the past 8+ years – both as a Corporate Leader and as an IT Services Leader – has led strategic alignment efforts, global business solutions delivery, process improvements and complete systems solutions integrations.

Professional Experience

Application Implementation Manager

Mar 2013 - Present

HP Enterprise Services – State of MN Driver and Vehicle Services

Created contractual documentation for solution implementation

Responsible for planning and executing application rollout for client

Managed team of support professionals for L2/L3 application support

Monitored metrics and reported monthly to HP/State management

Integrated application specific requirements with existing incident management structure

Implemented ITIL best practices where appropriate and supported through contract

Served as HP interface for State supported responsibilities including; tier 1-3 call receipt, network and data center management, and change control.

Resolved application issues and championed incident tickets through HP tiers of support

Coordinated ramp up support during production go-live

Conducted field surveys to assess readiness and/or operational issues that needed remediation

Completed required support documents, including new and updated standard operating procedures (SOP), triage instructions, and frequently asked questions

Coordinated service management operations, including system monitoring and maintenance, to report and resolve identified system issues

Problem Management: Proactively and reactively looked for solutions to prevent complex problems from occurring across teams/technologies

Change Management: Managed process where enhancement requests received through incident management were handed off to change management protocol.

Patch and security management: Served as HP representative evaluating State-wide changes and implications to the system

North America Client Services Manager 03/07 – 03/13

HP Enterprise Services – Cargill:

Primary escalation point for customers with business critical issues

Managed team metrics (SLA, MTTR, CSI)

Approved time and materials estimates for out of scope incidents

Liaison between HP/vendor technicians and the Cargill Governance team

Created, updated and maintained process documentation

Administered the SharePoint and loaner laptop sites

Daily informational updates to team members

Monitored performance of team members

Implemented continuous process improvement

Monitored daily IMT incidents/requests for updates

Reviewed daily critical incidents with the business

Coordinated tasks with multiple Cargill L2/L3 teams

Established processes and procedures for the build process

Ordered Depot restock inventory for all of North America

Maintained green monthly inventory audits

Self Employed 2003-2007

Real Estate Investor – Home remodeling

Store Merchandise Liquidator

EDS – St. Jude Medical, Inc. 1996-2003

Senior NA Project Manager (2001-2003)

Service Desk Manager (1998-2001)

Senior Systems Administrator (1997-1998)

NT Administrator/Desktop Services Supervisor (1996)

Independent IT Consultant 1994-1996

Northwest Racquet/Fitness Clubs

Coordinated deployment of new POS software to corporate and 12 remote locations in the Twin Cities area.

Migrated workstation operating systems from Windows 3.x to .Win95.

Provided primary technical support on workstations and servers at corporate and remote sites.

Assistant Production Manager

Northgate Computer Systems, Inc.

1989-1994

Responsible for hiring, scheduling, performance evaluations, defining procedures and tracking production statistics.

Worked with senior management to set production goals and reported daily production results.

Defined and monitored quality assurance tracking.

Repeatedly recognized for low levels of defects and re-work.

EDUCATION

University of MN Present

B.S. Information Technology Management, minor in Manufacturing Management.

NEI College of Technology 1987-1989

Associates Degree in Electronics Technology, Computer Electronics Major

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