Project Manager Management

Scott A. DiSaverio

*** ****** **** ***** ( Monroeville, PA 15146 412-***-****

***************@*****.***

IT Management Qualifications

A hands-on professional offering 28 years of technical experience as well

as 16 years of Project/Technical Management background. Equipped with 16

years of experience overseeing system engineers, technicians and

consultants. Has managed million-dollar projects, purchasing, inventory

control, strategic planning, and infrastructure design. Technically

proficient in crisis/escalation management, problem solving, and vendor

negotiations.

Areas of Expertise

Escalation Management Technical Management Help Desk Management

Team Building Leadership Training/Mentoring

Strategic Planning Healthcare Background Messaging

Lawfirm Background Crisis Management Project Management

Selected Highlights

- Escalation Management/Personal Technology Advocate Manager - Hired to

Manage a team which was an IT liaison group serving the Business

Management teams. Identified 65 technical system issues and user

efficiency problems, then worked with IT Management for the next year to

increase productivity, solve issues and increase user efficiency. This

developed into a full-time position managing employees in Texas,

Pittsburgh, Connecticut and Missouri dealing with escalation

management/pilots/projects and user efficiency.

- Consolidated multiple world-wide helpdesks into one central Pittsburgh

24/7 site. Designed and coordinated a new consolidated Helpdesk. Setup

new call software and LED tracking board. Hired 18 new employees at

various skill levels to staff help desk. Worked with Management in USA

and London to setup SLAs and procedures for 9 worldwide office locations.

- Redesigned Help Desk and Technical Service Group by implementing new

reporting and tracking software, setting SLAs, employee expectations, and

coordinating user groups to ensure proper communication. Held employees

to training and advancement goals.

- Manager of Technical Services for Multi-Million dollar technical

consulting organization that included the hiring and firing of new

employees. Managing day to day employee issues. Participating in sales

meetings with salesmen who did not have technical background, and writing

proposals for new business. Managed 15 FTEs across 2 states dealing with

projects and staffing.

- Managed 21 Global Projects concurrently - projects ranged from network

infrastructure to global implementation of document management systems.

Management involved, identification of specifications, statement of work,

communications plan, budget identification, scope management, escalation

procedures, managing resources, and completion of project documentation.

- Served as implementation lead and technical project manager for deploying

and integrating Windows XP into the existing Windows 2000 network

structure. Involved in the designing of testing specifications,

escalation procedures, schedule of all departments and rollout to over 650

users with little or no disruption to the daily healthcare activities.

Scott A. DiSaverio

1328. ( ***************@*****.***

Career Summary

CIGNA Health, Personal Technology Advocate

Manager 2/2009-Present

. IT Liaison to the Business Management team - solely responsible for

dealing directly with all business managers with issues, escalations,

pilots, projects, and change control approvals.

. Manages a team of 4 technicians to visit and interview 20% of all HFC

employees nationwide. Consolidated issues and coordinated projects

working with IT Departments to address issues.

. Coordinate pilots and projects across the organization, which touch

over 15 locations and hundreds of Work-at-Home employees.

. Hold weekly meetings with the Business Management leaders to address

issues and escalations and manage the outcome of all requests through

my team. My team is located in Pittsburgh, Connecticut, Texas and St.

Louis. It consists of FTEs and consultants.

. Identified issue with vendor payments that saved Cigna $80,000 monthly

within the first year. Always looking for more efficient ways of

performing internal work for all employees/departments. Oversees and

reports on IT processes that affect all HFC sites.

. Responsible for overseeing all Change Control for the 15 locations as

to any items that could affect productivity and day to day operations.

ReedSmith, LLC, Help Desk

Manager

9/2005-2/2009

. Hired to consolidate multiple world-wide helpdesks into one central

Pittsburgh 24/7 Help Desk.

. Responsible for setting up new call software (Heat), and purchased and

setup call tracking board.

. Hired 18 employees, at various technical levels, coordinated training,

expectations, accountability, and growth/promotion plans. Held each

employee accountable to get MS Office Certification and start A+

certification plans.

. Worked with all levels of management in 9 world-wide offices to

setup industry standard SLAs, expectations, response times, etc.

. Designed work area, choose furniture, setup schedules and goals for

all HD employees

Scott A. DiSaverio

412-***-**** ( ***************@*****.***

Career Summary (cont.)

TEKsystems Inc., Computer Support Manager - Children's Hospital (Contract)

2/2005-7/2005

. Hired to oversee 22 employees which consisted of the Help desk and

Technical Support team.

. Implemented the Remedy Help Desk software system. Completely

customized it for the Hospital needs, including notifications (3

levels), user interaction outreach, knowledgebase and management

escalations.

. Met with all departments, managers, users, technicians and Hospital

Executives to interview for expectations and set agreed upon SLAs.

. Re-organized the technical support groups hours, expectations, SLAs

and training programs to ensure coverage for the hospital, and growth

plans for the employees.

. Personally visited the Executives with the technicians on service

calls to instill a new comfort level of the executives and

technicians.

TEKsystems Inc., Project Manager - Alcoa (Contract) 2004-2005

. Hired as Project Manager for the North American Data Center in

Pittsburgh, PA.

. Managed over 20 simultaneous Global projects including WAN/LAN,

circuit implementations, Oracle application development, Windows 2003,

and other process/control projects.

. Responsible from cradle to grave which included SOW, budgets, managing

of players, and communicating with management on

expectations/issues/needs to complete projects.

TEKsystems Inc., Project Lead - Quest Diagnositcs (Contract) 2004

. Managed the schedules of 4 technicians for the setup, delivering,

installation of new replacement computer systems, and employee

training to doctor's offices from the West Virginia border of PA to

Erie, PA.

. Was asked to stay on for a new project that touched West Virginia and

Ohio also, after the completion of the PA Project.

Scott A. DiSaverio

412-***-**** ( ***************@*****.***

Career Summary (cont.)

TEKsystems, Inc., Project Manager - HighMark Life & Casualty (Contract)

2002-2004

. Managed all aspects of a Windows XP rollout to over 650 systems to 15

locations across the country.

. Setup a testing lab for the testing of all applications. Coordinated

the schedules, requirements, testing and sign off for all

applications.

. Worked with programmers, network team and desktop technicians to

ensure support was correct once the transition started to Windows XP.

TEKsystems, Inc., Manager of Technical Services 1999-2002

. Managed 15 technical professionals through local projects across PA

and West Virginia.

. Worked directly with Sales and Recruiters inside TEKsystems Pgh Office

to educate, train and support sales calls with IT management at

companies in Pittsburgh.

. Interacted with new potential employees (interviews) with recruiters

to ensure that interviews covered technical aspects necessary for the

positions.

. Developed internal personnel and profits that resulted in improving

rank of our office from 11th to 1st (out of 15 offices) for two years

running.

Manager of Technical Services

. Hiring and firing of the full-time Technical Professionals

(TEKpros). Responsible for placing them into positions that

challenge their skills and experience.

. Career growth and pathing of the TEKpros. Holding TEKpros

accountable for their career path, which includes training

and certification commitments.

. Performing all reviews for the TEKpros as well as addressing

all issues that may arise from client satisfaction to

internal issues.

. Overseeing and supporting the training efforts in the

Pittsburgh office to keep sales and recruiter personnel up to

date on the current technologies.

. Interviews all potential clients for projects and local

staffing solutions for any positions that we are filling for

outside companies for TEKpros and consultants.

. Support the sales staff in meetings with Pittsburgh's various

IT managers.

Project Management:

. Write all SOWs (Statement of Work) and Project Plans for any

local projects that TEKsystems has the opportunity to bid on.

. Run all local projects for the Pittsburgh Office.

. Responsible for choosing and overseeing the Project Leads and

technicians for all projects.

Scott A. DiSaverio

412-***-**** ( ***************@*****.***

Career Summary, (Cont.)

Respironics, Inc., Help Desk Manager/Desktop Operations Leader 1997-

1999

. Started as Novell Network Administrator/CCmail Administrator -

converted CCmail to MS Exchange within 6 months of starting.

. Promoted to the role of Desktop Operations Leader after 1.3 years.

. Concurrently lead a project for the Remedy Helpdesk Software

implementation. Then managed all projects for Respironics.

. Managed 9 technicians in their day to day operations as well as two

help desk operators. Reorganized the complete structure of the Help

Desk and Support group for 3 Pittsburgh locations.

Network Administrator on a NT 4.0 & Novell 3.12 system

MCSI, Inc., LAN Specialist II 1996-1997

Operated in Consultant positions to West Penn Hospital and Respironics,

Inc. utilizing the following skills:

Network Administrator - Novell 3.12 & 4, NT 4.0

Email Admin. - WP Office, Lotus ccmail

Desktop Technician - PC & Mac

Server - Novell 3.12, NT 4.0

Was eventually hired by Respironics as Network/Email Administrator

Shadyside Hospital, Network Analyst II/Help Desk Lead 1994-1997

. Responsibilities included managing projects, user support, setting up

new systems, configuration of all PCs on network, troubleshooting

problems and directly supporting users.

. Help training classes pertaining to the Email System and Work

Processing.

. Network Administrator for over 1,100 users. Adds, deletes,

troubleshooting.

. Server builds, upgrades, licensing.

. Email admin for WP Office system for the hospital

Scott A. DiSaverio

412-***-**** ( ***************@*****.***

Career Summary, (Cont.)

Education Management Corporation, Technical Analyst 1992-1994

. Handled all hardware repairs and upgrades for 8 locations across the

country.

. Ordered all internal parts and software as needed.

. Responsible for all phone support calls on hardware/software related

issues for all locations.

. Managed a 30 node Novell 3.11 Network.

Other employers included:

Alcoa - Consultant * Carnegie Mellon University - Technical

Consultant

Keystone Environmental Resources -Computer Specialist * Koppers,

Inc. - Word Processor

Technical Proficiencies

File Servers ( Document Management Systems ( Desktop Systems (

Windows 7/Vista/XP/2000/NT/98

WAN/LAN ( TCP/IP ( Exchange ( VM Ware ( Veritas Backup ( Wireless

( Ethernet ( VPN ( MS Office 2007 (

Education & Certifications

PMPO Organization - Online

Continuing toward obtaining PMPO Certification

FPM Data Processing School

2 yr. Business Computer Specialist - Received Certificate

Other classes taken: C4 Project Management, Networking (NT & Novell),

Remedy,

Email Systems (Exchange Server, Word Perfect Office, Lotus Ccmail)

Contact this candidate