Manager Project

Michael B. Jaltuch, PMP

**** **** ****

New Lenox, IL 60451

773-***-**** www.linkedin.com/in/michaeljaltuch *******@*******.***

SUMMARY

Project and Program Management professional in high availability IT

Delivery Environments. Accomplished in Strategic Outsourcing Management,

Infrastructure Support, Managed Services and guiding complex IT

initiatives.

CORE SKILLS

Project Management Resource Planning Transition Management

Change Management Crisis Management Incident Management

PMP Certified Problem Management Regulatory Compliance

IT Infrastructure/ITIL

Team Building Budget Development

PROFESSIONAL EXPERIENCE

IBM GLOBAL SERVICES, Chicago, IL 1997 - 2010

Service Delivery Manager / Project Manager, Strategic Outsourcing 2008 -

2010

. Administered Service Level Agreements (SLA) to meet or exceed

expectations or requirements of customer contract. All SLA's met for

2009 - 2010 for industrial contract customer.

. Facilitated all new project change request (PCR) work planned and

implemented resulting in over $2M Total Contact Value.

. Maintained audit readiness for all devices activated / deactivated

within customer environment satisfying all SAS70/SOX control points.

. Monitored all incident and trouble tickets for accuracy and

completion. Directed technical teams to ensure incident records

properly assigned, responded to within SLA, and worked to resolution.

Acted as an escalation for all technical teams. Resulted in high

customer satisfaction.

Delivery Project Executive, Client Relations Strategic Outsourcing 2001 -

2008

. Directed service delivery of Small Medium Business as well as

Enterprise hosting contracts over a dozen customers while in this

role.

. Managed delivery finances to keep costs in line with service elements

delivered in contract. Achieved through monthly labor and budget

reviews adjustments made as needed.

. Oversaw customer expectations and process procedures to ensure Service

Level Agreements requirements. Refined process allowing for better

efficiency in delivery to contracts.

. Facilitated project change requests and transition management work.

Resulted in growing a pharmaceutical distribution company by $2.5M and

achieving high customer satisfaction. Other accounts worked have gone

from negative Gross profit to positive in less than 12 months.

. Monitored and tracked customer issues to resolution via weekly

customer meetings at Director and C-Level.

. Collaborated with Engagement teams to assist in the solution process

and impact of delivery of customer contract.

. Led support staff and provided work direction to insure customer

satisfaction and service deliverables of cross functional teams of non-

exempt and exempt employees upwards of 20.

Michael B. Jaltuch Page Two

IBM GLOBAL SERVICES (Continued)

. Responded to and mitigated SAS70/SOX requests and audits resulting in

passing status.

. Maintained Project Control Books and coordinated deliverables across

Service Delivery within US as well as Global while remaining within

budget and high customer satisfaction.

Focal Account Manager 1999 - 2001

. Assisted customer's technical staff and change control to initiate all

change requests for Test / Development and production environments.

. Governed problem tickets and change management documentation in a

proactive manner allowing for SLA attainment.

. Conducted monthly status reviews and review capacity plans.

. Documentation (contacts, procedures, IP address / hardware / software

info) creating a concise single point of contact for each account

serviced.

Help Desk Floor Manager 1998 - 1999

. Collaborated with Team Leads and Help Desk Manager to stream line and

review all procedures utilized by the IFS Level II technicians. (IFS=

Interactive Financial Services). This resulted in creating new desk

level procedures and moving them to web based / intranet format for

easier use. This efficiency reduced the average time to completion

for incident calls.

. Implemented all telecommunications along with Ameritech as IFS Help

Desk expanded from 4 accounts to 16 with specialized service for each.

Resulted in average speed to answer to drop from 5 minutes to 35

seconds.

. Revised and updated ISO documentation. Handled internal IBM and

external audits achieving satisfactory ratings and remediation plans

where needed to correct any deficiencies.

. Reviewed with IFS Help Desk manager and Team Leads to adjust staffing

needs and provide adequate training for new personnel allowing for

proper and efficient coverage across all Help Desk shifts.

IFS Level II Helpdesk Technician 1997 - 1998

. Resolved technical issues related to e business hosting customers.

EDUCATION

BA, Communications / Media Studies, Northern Illinois University, DeKalb,

IL

PROJECT MANAGEMENT COURSES/CERTIFICATIONS

ITIL Foundations v3 Certification

Project Management Boot camp

Financial Management for Project Managers

Leadership in a Project Team Environment

Contracting for Project Managers

Project Management Certified (PMP)

Contact this candidate