Tenacious, success-oriented, Information Technology leader acknowledged for the ability to build high performance teams, reduce operating expenses, and to establish & execute strategic and tactical objectives. Highly successful in the in the areas of service delivery, application and hardware support, datacenter mgmt, incident, problem, change, & release mgmt., process improvements, infrastructure mgmt., and application development. Strengths include:

• Dealing with Ambiguity

• Building Effective Teams

• Coaching Others to Succeed

• Process Management

• Driving for Results

• Organizational Agility

• Motivating Others

• Honesty and Integrity

• Command Skills

• Strategic Agility

Work Experience

Dell, Inc. (February 6, 1995 – August 24, 2011) Round Rock, Texas

January, 2011 – August, 2011

IT Director, Business Operations

Summary: Consolidated and led team members to provide application support for ~100 applications required to run the Dell business. Maintained team effectiveness and morale as internal transformations occurred; reallocating staff and eliminating positions; thereby enabling Dell to execute a new strategy for long-term competitiveness. Responsible for the following domains: Design (Product Group Engineers), Supply Chain Finance, Sales & Operations, Data & Reporting, Procurement & Supplier Collaboration, Reverse Logistics, and Trade Compliance.

January, 2009 – January, 2011

IT Sr. Manager, Business Operations

Summary: Built and led a team that provided subject matter expert (SME) support for ~50 applications required to run the internal Dell business for Global Content Delivery and Order Enablement Services.

Key accomplishments:

• Drove globally consistent processes, metrics, and training to provide 5x24 SME support.

• Reduced overall staff by more than 50% through formal documentation, simplification, automation, process improvements, and reallocating work to the appropriate functional area, e.g., Incident Management (Help Desk), Testing, Networking, and Development.

• Cut operating expenses by $750k by consolidating and migrating non-production servers to VMs (Virtual Machines).

• Reduced Q1FY10 inventory control write-offs by ~$13M through team analysis and recovery of missing transactions.

• Obtained 99% favorable “My Manager” Tell Dell Results. This is a score given by team members to rate their leader in several areas of effectiveness. 75% is the minimum acceptable target.

January, 2007 – January, 2009

IT Sr. Manager, Business Operations

Summary: Built and led a team to provide support for Dell Product Group Engineers.

Key accomplishments:

• Improved production server compliance from 1% to 99% through cross-functional documentation, planning and driving server and technology stack upgrades to meet/exceed corporate standards.

• Drove cross-functional teams to utilize IT Standard Incident, Problem, and Change Management processes and tools.

• Partnered with business to establish standard downtime windows for maintenance and production deployments to minimize business impact.

• Created a process and budget to handle unique one-off Service Requests required for new product development and collaboration with external partners.

November, 2004 – December, 2006

IT Sr. Manager, Global Data Management (GDM) Operations

Summary: Led the teams responsible for monitoring, managing, and supporting Data Warehouse Operations, Data Warehouse application support, and DBA Operations – globally. Additional key responsibilities include BPI Area Champion and process owner for Change, Problem, and Release Management within the IT segment.

Key accomplishments:

• Led the various teams to formally document all standard operating procedures (SOP).

• Successfully developed and played a key role in off-shoring global DBA Operations to Malaysia and reallocate US based staff.

• Successfully developed and initiated the plan to offshore Data Warehouse application support to India and reallocate US based support.

• Reduced OPEX by more than $12M within 18 months by providing leadership and mentoring of BPI projects.

November, 2002 – November, 2004

IT Sr. Manager, Application Development & Support

Summary: Led the team responsible for planning, developing, testing, implementing, and supporting the Sales Configuration Management-Data Central (SCM-DC) and ATLAS applications, locally and abroad.

Key accomplishments:

• Obtained 50% increase in productivity, per employee, by formally documenting and streamlining processes.

• Drove global “ATLAS” program, completing first of three phases to facilitate Dell’s “Build Anywhere Ship Anywhere” strategy.

• Increased application change success rate to 97%, and >99.9% system availability.

• Accountable for successfully planning & implementing numerous projects directly related to SCM-DC and Atlas. Selected highlights include:

$16M annualized benefit through enabling Service Tags to be associated to “after point-of-sale” (APOS) orders in the Dell Order Management System (DOMS) for "Labor" defined SKU's,

$6M annualized benefit by transactional enhancements, increased validation to reduce data entry errors for product sales data.

• Ranked amongst the top 20% of best managers in Dell IT via employee survey results.

February, 2002 – October, 2002

IT Sr. Manager, IT Operations Reporting & Analysis

• Led the team responsible to develop IT Operational reports which enabled management to measure the health of their organization and facilitate continuous quality improvement.

• Drove initiative to automate all IT Operations standard reports via a web interface.

• Led Telephony Council Best of Breed Metrics subcommittee.

• Drove definition/reporting of key IT Operational metrics at a global level.

February, 2001 – February, 2002

IT Sr. Manager, IT Change & Problem Management and Reporting Services

• Substantially improved the stability availability of the production environment through increased knowledge and compliance of IT Change Control policies and procedures.

• Created a new “Change Window Calendar” based on current needs of the business and support groups.

• Reduced operating expenses by more than 50% through elimination of non value-added services and resulting reductions in the Change Control staff, while maintaining service levels.

February, 2000 – February, 2001

IT Sr. Manager, IT Operations

• Led four teams to increase stability of the production environment while focusing heavily on increasing productivity/efficiency, and reducing operating expenses. The organizations included: Data Center Logistics, Enterprise Back-up & Recovery, Batch Scheduling & Monitoring, and Change Mgmt.

• Increased Data Center security and stability to the production environment while successfully managing server growth of 100% and maintaining a back-up success rate of 98%.

• Reduced operating expenses by $500k over 5 years.

• Obtained a 49% reduction in Legato licenses for our China location through contract re-negotiations.

• Articulated a vision, drafted technical requirements & business rules, and identified an external vendor to develop code automating, validating, and recording data center entry via software integration with our Problem and Change Management system (Remedy).

September, 1998 – February, 2000

IT Sr. Manager, Manufacturing & Product Group Infrastructure Services

• Led organization of 6 managers and a staff of 75 in providing day-to-day service delivery of Dell internal MFG and Product Group desktops, notebooks, workstations, and servers.

• Developed and implemented customer satisfaction metrics. Drove baseline from 17% customer advocacy to >80% in 18 months.

• Developed team metrics to manage and measure department and individual staff productivity.

• Implemented a parts inventory system to reduce Mean Time to Recovery (MTTR) on critical manufacturing systems by 50%.

February, 1997 – September, 1998

Manager, IT Client Services Operations

• Implemented a voice response system to announce wait time in queue to help desk customers.

• Implemented “Work Orders on the Web”, enabling customers to request services via the web with built in approval routing.

• Partnered with two external companies to develop a custom/integrated solution to automate network password resets & synchronization across Novell and NT operating systems.

• Developed a one-page roadmap articulating a 3-year technology and tools strategy for the help desk.

February, 1995 – February, 1997

Manager, IT Help Desk

• Significantly enhanced and grew the internal Dell Help Desk to resolve customer issues and requests.

• Developed metrics to measure the health of the organization. Benchmarked internal metrics with other internal organizations.

• Grew the Help Desk staff from 9 to 22 and increased technical skills, with a focus on problem solving.

• Spearheaded Help Desk New Hire Foundation Training. Resolution rate increased from close to zero to ~52% in 12 months.

• Developed a Help Desk quality audit form and process.

• Led effort to implement a problem management web interface.

Hewitt Associates (January, 1988 – February, 1995) Lincolnshire, Illinois

Help Desk Manager

• Managed the support of national/international associates and client community to resolve all software, hardware, and telecommunication issues.

• Responsible for project leadership from initial analysis to implementation including: problem definition, project planning, and user acceptance testing.

• Played a key liaison role between IT technical staff and the business.

Professional Development

- Business Process Improvement Green Belt training & Area Champion Responsibilities

- ITIL V3 Foundation Certified, 2010

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