Service Project Manager
Resume:
SUMMARY:
Passionate seasoned leader with over *0 years of experience in dynamic
service management; architectures and operations, based upon an outstanding
reputation for value through service, professionalism, quality, and
commitment.
Specialties:
Service Desks; Technical and Functional, Integrated Service Architectures,
Capability Maturity Models, Capacity Management, Service Business Analysis
and Process Engineering, Service Lifecycles, Service Strategies;
Portfolios, Catalogues, Requirements and Business Cases, Cultural and
Organizational Change, Operational and Service Level Management;
Objectives, Processes and Agreements, Continuous Service Improvement;
Customer Satisfaction, Key Performance Indicators and Measures, IT
Governance and Compliance; Lifecycles, ISO 9000, ITIL, and COBIT, Project
Management, Coaching and Mentoring
WORK HISTORY:
Lockheed Martin - Atlanta Georgia
05/08 to Current - Multi-Functional Information Systems Analyst, Senior
Staff
Client: Centers for Disease Control and Prevention (CDC) - Atlanta GA
Business Computer Applications, Inc (BCA) - Atlanta, GA
04/05 - 4/08 - BCA - User Support Specialists III
Clients: Northrop Grumman; Centers for Disease Control and Prevention
(CDC) - Atlanta GA
Women of the World (WOW) Corporation - Atlanta, GA
5/04 - 04/05 - WOW - Help Desk Co-Lead of Custom Software Applications
Clients: Deloitte Consulting; Centers for Disease Control and Prevention
(CDC) - Atlanta GA
TEKsystems - Phoenix, AZ
2/99 - 01/04 - Sr. Solutions Architect / Consulting Manager / Process and
Project Manager / Sr Consultant
Clients: TEKsystems - Baltimore, MD / Phoenix, AZ; Anthem Blue Cross and
Blue Shield - Indianapolis, IN / Denver, CO;
Covance Inc. - Indianapolis, IN
PRISYM Solutions, L.L.C. - Minneapolis, MN
11/98 - 02/99 - Dir. Business Development, Customer Support Services
CDI Corporation, Managed Information Services - Phoenix, AZ
05/96 - 10/98 - Sr. IT Service Consultant / Sr. Help Desk Site Mgr./
Certified Internal ISO 9000 Quality Auditor
Clients: Papa John's Pizza Store Systems Support Services - Louisville,
KY; United Healthcare - Golden Valley, MN;
Siemens Microelectronics - Cupertino, CA
Analysts International Corporation - Denver, CO
07/95 - 03/96 - Sr. Technical Consultant
Clients: Primera Healthcare, L.L.C. - Denver CO
Help Desk Trends and Technologies, Inc. - Colorado Springs, CO
03/95 - 05/96 - Founder and President
Clients: Lee K. Rosenbaum and Associates, Attorneys at Law - Colorado
Springs, CO; Analyst International Corporation (AIC), AIC
West - Denver, CO; Primera Healthcare, L.L.C. - Denver, CO; Lutheran
Medical Center - Wheatridge, CO
Current Incorporated - Colorado Springs, CO
12/87 to 03/95 - Programmer Analyst / Sr. Programmer Analyst / Help Desk
Mgr.
Blue Cross Blue Shield of Arizona - Phoenix, AZ
86-87 - Programmer Analyst
Honeywell Information Systems - Phoenix, AZ
82-86 - Programmer
Western Temporary Services - Phoenix, AZ
81-82 - Programmer
DETAILED WORK HISTORY:
Lockheed Martin - Atlanta Georgia
05/08 to Current - Multi-Functional Information Systems Analyst, Senior
Staff
Client: Centers for Disease Control and Prevention (CDC) - Atlanta GA
. Aggressive advancement of value through ITIL service architectures and
operations; Incident, Problem, Change and Knowledge
. Pursuit, negotiate, maintain and deliver service portfolios, catalogues
and service level agreements
. Advocate, maintain and deliver operational level agreements; Technical
and Non-Technical
. Initiate and maintain support services disaster recovery and business
continuation planning
. Coach and mentor on service operations, management, policies, procedures,
workflows and technologies
. Conduct proactive continuous service improvement reviews and roundtables
. Staunch advocate of compliance with various federal IT Governance,
Project Management, OMB, HHS and CDC policies, procedures and standards,
including OCISO, CPIC and EPLC requirements through direct and indirect
activities
. Spearhead for COTS service management product evaluations,
implementations, configurations and deployments
. Matured support services disaster recovery and business continuation
planning
. Managed and matured a strategic multi-functional technical team and
operations, covering business and systems analysis, program management,
systems architectures, Web and application support services
. Matured c.Support technical, data and security stewardardship under the
governance of federal certification and accreditation
. Provide subject matter expert contributions to federal proposal responses
resulting in several high value wins
. Strong relationships throughout CDC and Office of Public Health
Preparedness and Response
Business Computer Applications, Inc (BCA) - Atlanta, GA
4/05 - 4/08 - BCA, User Support Specialists II/III (User Support Help Desk
Manager)
Clients: Northrop Grumman; Centers for Disease Control and Prevention
(CDC) - Atlanta GA
. Aggressively advanced value through ITIL service architectures and
operations; Incident, Problem, and Knowledge
. Pursued, negotiated, maintained and delivered service portfolios,
catalogues and service level agreements
. Advocated, maintained and delivered operational level agreements;
Technical and Non-Technical
. Coached and mentored on service operations, management, policies,
procedures, workflows and technologies
. Conducted proactive continuous service improvement reviews and
roundtables
. Staunch advocate of compliance with various federal IT Governance,
Project Management, OMB, HHS and CDC policies, procedures and standards,
including OCISO, CPIC and EPLC requirements through direct and indirect
activities
. Spearheaded COTS service management product evaluations, implementations,
configurations and deployments
. Matured support services disaster recovery and business continuation
planning
. Initiated c.Support technical, data and security stewardardship under the
governance of federal certification and accreditation
. Managed and matured a 2 seat start-up to a 12 seat technical software
help desk team and operations- 12 hour / 5 day coverage, supporting 50
applications used by 55 State Health Departments and 200+ Community Based
Organizations, appx 19,000 users
. Provided subject matter expert contributions to federal proposal
responses resulting in several high value wins
. Strong relationships with CDC, CCID, NCHHSTP, DHAP, OD, staff and
management
Women of the World (WOW) Corporation - Atlanta, GA
5/04 - 04/05 - WOW, Help Desk Co-Lead of Custom Software Applications
Clients: Deloitte Consulting; Centers for Disease Control and Prevention
(CDC) - Atlanta GA
. Aggressively advanced value through ITIL service architectures and
operations; Incident, Problem, and Knowledge
. Pursued, negotiated, maintained and delivered service portfolios,
catalogues and service level agreements
. Advocated, maintained and delivered operational level agreements;
Technical and Non-Technical
. Initiated support services disaster recovery and business continuation
planning
. Coached and mentored on service operations, management, policies,
procedures, workflows and technologies
. Conducted proactive continuous service improvement reviews and
roundtables
. Initiated and managed a start-up 2 seat technical software help desk
team and operations- 10 hour / 5 day coverage, supporting 5 applications
used by 55 State Health Departments and 190 Community Based
Organizations, appx 8,000 users
. Strong relationships with CDC, CCID, NCHHSTP, DHAP, OD, staff and
management
TEKsystems - Phoenix, AZ
2/99 - 01/04 - Sr. Solutions Architect / Consulting Manager / Process and
Project Manager / Sr Consultant
Clients: TEKsystems - Baltimore, MD / Phoenix, AZ; Anthem Blue Cross and
Blue Shield - Indianapolis, IN /
Denver, CO; Covance Inc. - Indianapolis, IN
. Aggressively advanced value through ITIL service architectures and
operations; Incident, Problem, Knowledge
. Pursued, negotiated, maintained and delivered service portfolios,
catalogues and service level agreements
. Advocated, sponsored, maintained and delivered operational level
agreements; Technical and Non-Technical
. Coached and mentored on service operations, management, policies,
procedures, workflows and technologies
. Conducted periodic continuous service improvement reviews and roundtables
. Staunch advocate of compliance with IT Governance and Project Management,
including SDLC and COBIT requirements through direct and indirect
activities
. Spearheaded COTS service management product evaluations, implementations,
configurations and deployments
. Initiated support services disaster recovery and business continuation
planning
. Improved contracted support services processes and organization
performance by 16%
. Audited and re-engineered internal project management controls and
processes, improving contract performance by 26%
. Initiated, managed and matured a start-up 5 member support services
consulting team and operations, exceeding sponsor profit expectations by
14%
. Managed and matured an 8 member national Intel LanDesk consulting and
deployment team
. Retired a mature 11 seat international technical help desk - 24 hour / 6
day / off-hour pager coverage, supporting numerous applications, laptops,
desktops, printers, telephony and networking services, across 62
worldwide sites, appx 4,000 users
. Initiated, managed and matured a 7 member technical services business
development / proposal response team and review board
. Provided subject matter expert contributions to proposal responses
resulting in several high value wins
. Initiated a self-funding Gartner-based Total Cost of Ownership consulting
practice in 60 days
. Initiated, managed and matured a "Service COMPASS", ITIL Service
Assessment, consulting practice in 6 months
PRISYM Solutions, L.L.C. - Minneapolis, MN
11/98 - 02/99 - Dir. Business Development, Customer Support Services
. Initiated, managed and matured customer support services line of business
. Developed initial product offerings, structures, content and marketing
collateral
. Completed market analysis, strategy, and forecast for Minneapolis MN and
Phoenix AZ
. Initiated a strategic partnering relationship with TEKsystems
CDI Corporation, Managed Information Services - Phoenix, AZ
05/96 - 10/98 - Sr. IT Service Consultant / Sr. Help Desk Site Mgr./
Certified Internal ISO 9000 Quality Auditor
Clients: Papa John's Pizza Store Systems Support Services - Louisville,
KY; United Healthcare - Golden Valley, MN;
Siemens Microelectronics - Cupertino, CA
. Aggressively advanced value through ITIL service architectures and
operations; Incident and Knowledge
. Pursued, negotiated, maintained and delivered service portfolios,
catalogues and service level agreements
. Advocated, maintained and delivered operational level agreements;
Technical and Non-Technical
. Coached and mentored on service operations, management, policies,
procedures, workflows and technologies
. Conducted periodic continuous service improvement reviews and roundtables
. Staunch advocate of compliance with IT Governance and Project Management,
through direct and indirect activities
. Spearheaded COTS service management product evaluations, implementations,
configurations and deployments
. Initiated support services disaster recovery and business continuation
planning
. Improved customer satisfaction ratings an average of 38% across several
accounts
. Doubled client paid staffing and services while increasing overall net
revenues by 22% over 9 months
. Provided subject matter expert contributions to proposal responses
resulting in several high value wins
. Initiated, managed and matured a start-up 8 seat systems help desk - 24
hour / 7 day coverage, supporting retail operations and products, used by
1500+ corporate / retail locations, appx 10,000 users
. Managed a mature 50 seat IT call center for best practices compliance -
12 hour / 5 day coverage, supporting subscriber services and products for
U.S. operations and international overflow, appx 500,000 users
. Managed an 9 seat mature IT services help desk - 12 hour / 5 day/ off-
hour pager coverage, supporting enterprise applications and technologies,
used by 2 local sites / 1 international site, appx 3,000 users
Analysts International Corporation - Denver, CO
07/95 - 03/96 - Sr. Technical Consultant
Clients: Primera Healthcare, L.L.C. - Denver CO
. Aggressively advanced value through ITIL service architectures and
operations; Incident, and Knowledge
. Pursued, negotiated, maintained and delivered service portfolios,
catalogues and service level agreements
. Advocated, maintained and delivered operational level agreements;
Technical and Non-Technical
. Coached and mentored on service operations, management, policies,
procedures, workflows and technologies
. Conducted proactive continuous service improvement reviews and
roundtables
. Initiated and improved vendor compliance and purchase order management
. Initiated support services disaster recovery and business continuation
planning
. Advocated compliance with IT Governance and Project Management, through
direct and indirect activities
. Matured COTS service management product evaluations, implementations,
configurations and deployments
. Initiated, managed and matured a start-up 6 seat IT services help desk
team and operations- 10 hour / 5 day / off-hour pager coverage,
supporting numerous applications, laptops, desktops, printers, telephony
and networking services, used by 160 physicians offices and 2 hospitals,
appx 2,500 users
. Initiated, managed and matured a start-up 3 member desk side IT Support
team and operations- 10 hour / 5 day / off-hour pager coverage,
supporting applications, laptops, desktops, printers and networking
services used by corporate staff, appx 50 users
Help Desk Trends and Technologies, Inc. Colorado Springs, CO
03/95 - 05/96 - Founder and President
Clients: Lee K. Rosenbaum and Associates, Attorneys at Law - Colorado
Springs, CO; Analyst International
Corporation (AIC), AIC West - Denver, CO; Primera Healthcare, L.L.C. -
Denver, CO; Lutheran Medical
Center - Wheatridge, CO
. Aggressively advanced value through ITIL service architectures and
operations; Incident and Knowledge
. Pursued, negotiated, maintained and delivered service portfolios,
catalogues and service level agreements
. Advocated, maintained and delivered operational level agreements;
Technical and Non-Technical
. Coached and mentored on service operations, management, policies,
procedures, workflows and technologies
. Conducted proactive continuous service improvement reviews and
roundtables
. Advocated of compliance with IT Governance and Project Management
. Spearheaded COTS service management product evaluations, implementations,
configurations and deployments
. Initiated support services disaster recovery and business continuation
planning
. Initiated, managed and matured an IT service consulting business before a
modest profit from assimilation by CDI Corporation.
Current Incorporated - Colorado Springs, CO
12/87 to 03/95 - Programmer Analyst / Sr. Programmer Analyst / Help Desk
Mgr.
. Pursued, negotiated, maintained and delivered service portfolios,
catalogues and service level agreements
. Advocated, maintained and delivered operational level agreements;
Technical and Non-Technical
. Coached and mentored on service operations, management, policies,
procedures, workflows and technologies
. Conducted proactive continuous service improvement reviews and
roundtables
. Customized and implemented an APICS standard manufacturing information
system
. Advocated compliance with IT Governance and Project Management, through
direct and indirect activities
. Spearheaded COTS service management product evaluations, implementations,
configurations and deployments
. Initiated support services disaster recovery and business continuation
planning
. Inaugurated help desk services and management, improving service
performance and customer satisfaction by 32%
. Initiated, managed and matured a start-up 4 seat IT help desk team and
operations - 12 hour / 5 day / off-hour pager coverage, support mainframe
business applications, laptops, desktops, printers and networking
services used by 3 local sites, appx 1,200 users
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