Management Project

Terry Michael Bower

**** ********* **** **********, ******** 48323 H 248-***-**** C 248-***-**** *******@*******.***

SUMMARY

An innovative, highly accomplished information technology Director with 26+ years experience in infrastructure

and data center operations, infrastructure project management, systems management, servers, storage,

hardware/software, IT security, and desktop support. Defines standards and processes to impact the quality of

services delivered to the customer. Drives technical improvements throughout the organization to deliver

measurable, successful results and continuously improve the business.

As a business-savvy, accountable, and straightforward leader, applies fixes with a focus on short- and long-term

needs. Maintains composure in stressful situations, discovering the cause of the problem and providing alternatives

while understanding the impact of tactical decisions. With compassion and patience, enhances employee skills and

talents, providing an effective and efficient team. Builds trust and solid relationships throughout a business as a

good listener who thinks things through before speaking. Develops long-range plans to meet the strategic goals.

Available for relocation throughout the United States.

IT Operations Management • Infrastructure Deployment • Process Improvement • Team Leadership and

Development • Change Management • Infrastructure Strategic Planning • Capacity Planning • Disaster

Recovery/Business Continuance • Vendor Management • P & L Management • Infrastructure Project

Management • Outsource Management • Asset Management • Configuration Management

EXPERIENCE

GMAC, Detroit, Michigan (Contracted through TEK Systems)

Leading automotive financial services company with revenues of $30+ billion

Consultant – Infrastructure Deployment, 2008 – 2009

Managed EDS and IBM hosting vendors for deployment and integration of applications into the infrastructure and

accountable for infrastructure milestones. Responsibilities included analyzing, evaluating, and recommending

changes to IT infrastructure components based on specific business and technical requirements, managing

infrastructure risks and issues through resolution, developing, managing, and executing deployment processes, and

managing hardware/software procurements.

Tools used include MS Project, Word, Excel, PowerPoint, Sharepoint, Visio, Remedy, Webex, and Outlook.

Methodology used was SDP-21.

Project - SAP Financial Systems Collection and Disbursements

Upgrade to the existing SAP financial system.

Project - SMART

Replacement system for automotive dealer portal.

Process Development: Documented processes that enabled Deployment Managers, Project Managers, Hosting

Vendors, and others to understand their roles and responsibilities in the Global Infrastructure Delivery

Engagement process. Documented standard tasks and time to deliver dashboards and presented to Program

and Project Managers that set expectations and tracked task deliverables.

Outsource Vendor Management: Worked with hosting vendors to ensure infrastructure was available when

required by mitigating delays that would have impacted the project plan.

Deployment: Responsible for research, creation, submittal, and follow-up of infrastructure purchase requests

and deployment requests. Responsible for reviewing hosting vendor infrastructure responses for all GMAC

Motor Insurance Corporation engagements. These include engagements with over $6,000,000 in infrastructure

costs.

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BLUE CROSS BLUE SHIELD OF MICHIGAN, Detroit, Michigan (Contracted through Ajilon)

Michigan’s largest non-profit health insurer with revenues of $16+ billion

Consultant – System Migration, 2006 – 2008

Project Manager migrating the existing Blue Cross data center to a hosted data center. Responsible for relationship

and liaison management between IT Operation teams, the project, and the hosting vendor. Responsibilities include

procurement activity coordination, Service Level Agreement creation and contract management, HIPAA

compliance review, licensing activity coordination, resource planning and coordination, testing process

coordination, release management coordination, and program status reporting.

Tools used include MS Project, Word, Excel, PowerPoint, Sharepoint, Visio, PVCS, HP Service Center, Webex,

and Outlook. Methodology used was RUP.

Project - Michigan Operating System Program (MOSP)

Migrate in-house back office applications (billing, benefits, membership, claims, etc) to a hosted solution.

Procurement Management: Developed proposals justifying capital equipment, software, and service purchases

over $10,000.

Technical Solutions: Participated in defining technical solutions to resolve project testing and production issues

including off-shore network connectivity, infrastructure capacity, and printing solutions eliminating the need to

purchase over $300,000 in equipment.

Service Level and Operational Level Agreements: Developed SLAs and OLAs for supporting off-shore testing

and defining customer expectations and resolving scheduling conflicts in a shared distributed environment.

Resource Planning: Developed resource allocation burn rate process to measure how IT resources were

tracking against allocations that identified future resource availability issues.

Budget Management: Managed Capital budget of $3,000,000 for infrastructure upgrades. This included

developing a forecast spend report to ensure purchases met project deliverable dates.

Customer Support: Resolved customer questions, issues, and concerns related to project deliverables.

Resolved project technical and business member’s questions and issues related to infrastructure environments.

KELLY SERVICES, INC., Troy, Michigan (1984 – 2006)

Leading staffing company with revenues of $5+ billion

Director, Infrastructure Operations, 2002 – 2006

Manager, Server Administration, 1990 – 2001

Managed operating budget of $3,700,000 and capital budget of $750,000 while maintaining budgets up to 8%

below forecast. Held responsibility for day- to- day management of server administration (UNIX, Windows, VMS,

Mainframe), storage area network (SAN) management and desktop move, add, and change activity. Oversaw

workstation engineering, data center operations, change/release management, global business continuance, identity

management, and infrastructure projects. Recruited and provided training for systems administrators and

operations staff. Infrastructure operations representative on Change Control and Architecture review committees.

Responsible for infrastructure 7x24x365 support, production monitoring/performance reporting and benchmarking,

life cycle management, tactical and strategic planning, service delivery, sustainment, configuration management, and

asset management.

Best in Class Operational Services: As part of the company’s ISO 20000 ITSM ITIL implementation, served as

member of core project team to oversee service desk, incident management, change management, and

problem management. Led sub- project team on configuration management to implement best in class

operational services, reduce costs, and improve customer satisfaction.

Personnel Development: Provided skills and leadership training to staff utilizing Human Resource tools for

individual performance management, development plans, and career path planning. Utilized company

mentoring programs to develop leaders.

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Roles and Requirements: Created operation level agreements to address conflicting roles. Designed

operational readiness review process to define requirements for teams, increasing morale and reducing system

outages.

Kelly Services, Inc, continued

ERP Implementation: Lead project to replace an older IBM mainframe with current technology that would

support a 3 year transition cycle to a distributed Linux based Peoplesoft ERP system.

Server Deliverables: Oversaw server technology component deliverables to implement a front office system

running in Solaris. Worked closely with Purchasing to negotiate price reductions on purchases and

maintenance contracts, realizing cost avoidance of $3,000,000.

Security Management: Worked closely with technical and application teams to obtain agreement on standards

for adding new applications that reduced time spent per action and tightened application security.

Migrations: Migrated 350 Windows 2003 servers and active directory, including interviewing consultants,

developing statement of work and project plan, managing consultant engagement, and working with

international data centers.

Corrective Actions: Led project to implement IT general computer controls corrective actions for gaps in

domestic and international data centers, resulting in information technology passing audits with no

deficiencies.

Tiered Storage: Developed tiered storage approach to provide customers with menu of items that defined what

storage tier was appropriate, reducing capital and operational costs.

Certification of Business Continuance/Disaster Recovery Processes: Led business continuance in design of

process to capture needed information and developed simplified certification process.

Distributed Job Scheduling: Implemented BMC’s Control-M for distributed and mainframe job scheduling,

eliminating the need for a separate mainframe job scheduling system and saving $100,000 in annual

maintenance costs.

Outage Reduction: Created change management process that reviewed and approved system and application

changes before implementation, reducing system and application outages. Developed problem management

system that tracked incidents as well as root cause analysis, eliminating outage reoccurrences.

Operational Efficiencies: Combined VMS, Unix, and z/OS teams into one team and provided Unix cross

training for VMS and z/OS teams. Reduced expenses by $200,000 and improved support for Unix platform.

Vendor Management: Managed performance of hardware vendors to meet service objectives, training needs,

and cost containment by developing supplier account management process that allowed rating reviews with

vendors.

ADDITIONAL EXPERIENCE

KELLY SERVICES, Troy, Michigan, Technology Analyst. PC support, relational database and app development.

VLASIC FOODS, INC., Farmington Hills, Michigan, System Programmer/Analyst. Maintained programs in

Cobol, DERPG, and RPG languages. SYSTEMATIC, Warren, Michigan, Computer Operator / Programmer.

Served as IBMmainframe computer operator and oversaw daily batch processing of bank transactions.

EDUCATION / CERTIFICATION

CENTRAL MICHIGAN UNIVERSITY, Mount Pleasant, Michigan, B.A., Business Data Processing

ITIL Essentials, 2005 (Pursuing Practitioner Certificate in IT Service Management – 2009)

VMSOperating System Architecture Certifications, 1991 – 1992

Business Management Certificate - Executive Education, University of Michigan, 1992

AFFILIATION / AWARDS

Terry Michael Bower, Page 4

Information Technology Service Management Forum (itSMF), 2005 - 2006

AFCOM, 2005

CIO Club - Mainframe Upgrade Project, 2004

CEO Merit Award - Front Office Implementation Project, 1992

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