Manager Quality Assurance

MICHAEL LIGETTI

***** ******* *** ****, **** ****1

H 440-***-**** C 440-***-**** ***************@*******.***

SUMMARY

An ambitious, results-oriented senior information technology manager with extensive experience and

broad-based expertise in organizational development, resource and organizational management, training and

development, staffing and recruiting, process improvement, service development and integration, and

human-capital planning within the financial-services industry. Utilizes strong leadership skills to develop

effective and multi-functional teams, leveraging employee expertise to define and implement complex

technical and organizational solutions. A dedicated, cost-conscious producer with a proven record of

driving corporate productivity and profitability.

EXPERIENCE

NATIONAL CITY BANK (PNC) Cleveland, Ohio

Vice President, Service-Delivery Officer 2007-2009

Developed and implemented the IT transformation strategy and vision, resulting in the execution of the IT services model.

Utilized Six Sigma methodologies and collaborated with departmental directors and managers to analyze and develop

interaction model for support of service transformation for IT organization. Implemented infrastructure services aligned to

end-users and IT partners, and identified opportunities for reductions in annual operating expenses totaling $5,000,000.

Established and applied service and operational agreements and best-in-class scorecards, enhancing efficiency of

infrastructure services and identifying actionable opportunities for continuous improvement. Spearheaded IT service

catalog offering self-service products and services to end-users and IT partners.

o Developed and implemented strategies, reducing application testing costs by $6,000,000 annually through

innovative utilization of existing technology to support increased use of off-shore resources.

o Created and released innovative total cost of service framework model, presenting complete views of technology

costs as perceived by line of business and IT partners.

o Drove execution of software-management service within the company, identifying cost savings of $2,500,000.

o Directed robust processes with internal support teams and IT portfolios, delivering streamlined services during

discretionary project and support activities.

o Devised data center server-migration strategy, supporting PNC and NCC bank integration, reducing delivery of

application servers by 50%.

General Manager, Technical Services 2006-2007

Managed team of 110 employees, providing third-tier infrastructure support services, application portfolio consulting, and

remediation services in areas of Wintel, UNIX, mainframe, middleware, network, and desktop infrastructure. Improved

organizational effectiveness and operational responsiveness, and increased work quality as defined by faster

implementation with fewer identified defects. Guided organization through series of upgrades, capitalizing on emerging

technologies and infrastructure enhancements, including replacement of obsolete systems and components. Integrated

multiple corporate subsidiaries into NCC infrastructure model. Developed and executed 90-day action plan, addressing

deficiencies in personnel, processes, and technology functional areas.

o Led organizational transformation with introduction of production engineering function, enhancing the certification-

turnover process and production readiness activities for infrastructure components.

o Directed integration and consolidation of two subsidiaries with focus on consolidation of technical infrastructure

and integration of technical staff.

Michael Ligetti, Page 2

o Increased management responsibilities of third-tier technical personnel, enabling reductions in customer-

impacting outages of 56%.

o Spearheaded employee engagement program responsible for implementing employee-recognition process and

mentoring program, consisting of 43 mentors and 105 mentees.

Group Manager, Distributed and Network Technical Services 2004-2006

Managed team of third-tier technical resources in areas of distributed, network, and desktop technologies. Provided

infrastructure support, remediation, and project consulting services for distributed and network technical areas. Directed

implementation of standardized build process for Wintel servers, resulting in 65% increase in initial build compliance.

Reduced test environment operation costs by 18% through elimination of 306 servers and virtualization of 123 servers.

Developed training strategy, improving technical skills of first-tier and second-tier personnel, resulting in reductions of

incident escalation by 35%.

Technical Resource Lead, Desktop Implementation Services 2002-2004

Provided direct technical leadership, enhancing operational efficiency, and driving higher levels of quality assurance and

cost reductions associated with support of desktop infrastructure components. Established application-release

process, resulting in 98% initial installation rate and reduction of version control variance to 3%. Developed cross-

training opportunities, building component technical strengths, resulting in increased job satisfaction, reduction in

turnover, and elimination of single points of knowledge. Directed application packaging and delivery of 800

business-line applications as part of XP-migration program. Implemented on-line application packaging-request

system, reducing delivery by 25%.

ARTHUR ANDERSEN, LLP Cleveland, Ohio

Infrastructure-Operation Manager 1999-2002

Oversaw Great Lakes and Great Plains regions and managed 12 staff members with infrastructure operations across 15

local office data centers, containing 120 infrastructure and business-unit application servers. Led short- and long-range IT

projects, directing $2,500,000 capital budget, as well as $1,800,000 operating budget. Reduced server footprint by 25%

through implementation of shared servers across multiple practice organizations. Generated technology initiatives applied

towards practice disciplines for annual budget and business-unit planning.

Senior Infrastructure Operations Technician 1996-1999

Provided server, network, and technical support to Cleveland practice offices. Directed activities of three network

operation technicians within Ohio and Kentucky footprint, providing coaching and escalated support. Conducted planning

sessions with practice disciplines, addressing solutions to fulfill needs. Implemented centralized asset-management

solution and controls, tracking active and spare infrastructure components. Developed cost-effective data-backup

strategy, reducing annual tape cost by $50,000. Designed and implemented employee on-boarding solutions, providing

workflow, notification, and alert-management capabilities.

EDUCATION

THE OHIO STATE UNIVERSITY, Columbus, Ohio

Bachelor of Science, Business Administration, 1996

CERTIFICATION

Information Technology Infrastructure Library (ITIL) Foundations v3 – EXIN, 2008

Information Technology Infrastructure Library (ITIL) Foundations v2 – EXIN, 2007

Contact this candidate