Manager Quality Assurance

BRADLEY GILLESS

****.*******@***.*** 713-***-****

http://www.gilless.com http://www.linkedin.com/in/bgilless

Willing to Relocate/Travel 75% Non-Smoker

Selected Accomplishments

Dramatically improved employee morale resulting in an improvement of voluntary turnover

to less than 4% for the entire year after posting over 22% the previous quarter alone.

Collaborated with division staff at all levels to determine pain points, implemented

organizational processes, developed an action plan and measured progress o ver the next 6

months.

Implemented a re-organization plan to strengthen the team's technical expertise and

increase Customer Satisfaction. Rescued key accounts by implementing a corrective action

database, implementing key operational metrics (KPI) and im plementing a quality assurance

process (QA). Improved our vendor ranking with our largest customer from #28 to #2

within one year. Increased technical certifications by over 50%.

A key global outsourcing account was extremely dissatisfied and nearly pulle d out of the

contract agreement. Helped rebuild client relationship, regain creditability and presented

additional solutions to meet their business challenges. Generated $750,000/year in

additional revenue at over 30% margin. The contract renewal was secur ed and the

customer actually became reference able. As a result, was awarded IBM Golden Circle which

is given to

Managed project for a major network, server and desktop conversion for the entire Division,

migrating all servers, email and desktops at the headquarters, 3 major offices and over 45

remote sites without customer downtime. 30% into the project, management requested

the completion date to be escalated. Re -assed and modified the project completing it 2

months early. The project resulted in over $1,000,000 / year savings in labor costs along

with additional end-user productivity improvements. Architected the solution, managed the

project and was primary SME.

Employment History

CDI Inc. (IBM Contract) 2011 Present

Technical Solution Architect Global Resource Management at IBM

Responsible for Global Resource Delivery Solutions on complex global outsourcing engagements.

Architect global resource delivery from Countries like India, Brazil, Argentina and some

Eastern European locations.

Meet with the Solution Managers and multiple delivery tower architects during solution

development and during multiple solution rounds to develop the SO solution (iSeries, UNIX,

Wintel, Linux, Mainframe, Storage, Data Management)

Responsible for interfacing with multiple country delivery centers and the US towers to

work through issues, develop solutions and obtain agreements.

Act as the SME for various country delivery requirements and restrictions.

Responsible for delivering the Global Solution to the Countries and obtaining Country

approval.

Manage an average of 6-8 complex engagements every month.

Independent Consultant 2009 - Present

Provided IT consulting to Various Houston Area Companies

Led and organized the IT Sub-Team of the BJM Senior Manager Group.

Leader of Job Search Work Team

Led team of 10-12 Senior Managers in their job search

Organized networking efforts to connect Senior Management Professionals in the Houston

area.

Tracking and reporting on IT trends globally and in Houston area

Assisting senior managers and IT professionals on best practice use of tools and strategies

GETRONICS / COMPUCOM, Houston, TX 2007 - 2009

Senior Operations Manager 2007 2009

Managed the Remote Infrastructure Management Team in Houston that included the Network and

Security Operations Center (NSOC or NOC) for CompuCom / Getronics. The 24x7 NOC provided

management of customer LAN and WAN networks as well Servers and VOIP for over a dozen large

customers.

Managed a team of over 60 that inclu ded Network analysts, Network Engineers, System

Engineers and Operations Managers that provided Level 1, 2 and 3 Support.

Implemented a reorganization to bring stability to a team that had lost 3 shift managers and

the Senior Manager, helping to dramatically improve team morale.

Improved voluntary turnover from over 22% in the 4th quarter of 2007 to less than 4% per

year.

Greatly improved the team s technical skills by targeting higher skilled network analysts and

by providing targeted training. Increased the technical certifications to over 60% of the

Organization.

Continually met Customer SLA s and SLO s for all commercial accounts. Continually improved

our supplier ranking with our largest Commercial Account from 28th during my first quarter to

2nd during the last 2 quarters.

Implemented a Quality Assurance Process and Metric based KPI's to help improve team

performance.

Exceeded the fiscal budget Targets reducing headcount and managing variable expenses so

that we exceeded profit margin targets.

Successfully transitioned major commercial accounts and managed a number of projects within

the NOC that provided increased revenue.

Some technologies supported: Cisco Routers and Switches, HP Openview NNM, HP Service

Desk, S3 SMARTS, Cisco Unified CallMan ager, EMC Smarts, VoyenceControl, VitalSuite, NetIQ,

CiscoWorks, Clarify

IBM GLOBAL SERVICES, Houston, TX 1996 2007

Technical Manager - Commercial Middleware 2005 2007

Managed team of 30-40 technical professionals that implemented and support ed over 75

middleware products for 15 web hosting, eCommerce and strategic outsourcing customers.

Created and chaired commercial middleware security standards team across the middleware

competency to implement security best practices. Implemented a databa se to track and

report security compliance across the Middleware competency which resulted in a 100%

compliance for all internal and customer audits.

Kept team under fiscal and HR headcount budgets by 20%. Reorganized Middleware team to

take advantage of pooled skills and leverage resources, which allowed us to transition 2 major

accounts and expand services on 3 other accounts, annually. Implemented 2 major cost take -

outs annually.

Maximized training budget utilizing online courses, standard classroom training and cross

training. Negotiated with account teams payment of specific targeted technical training.

Leveraged team member skills providing specific skills to help critical situations on 9 other

accounts.

Matrixed team of 7 technicians from India and Brazil into cohesive global team with my US

team to provide full middleware support utilizing appropriate skill that minimized delivery

costs.

Managed escalations, severity 1 problems and customer relationship interface with 15 account

teams, customers and other delivery teams. Maintained all customer satisfaction targets and

customer service level agreement metrics.

Provided technical project management for infrastructure projects.

Some technologies supported: Websphere, Weblogic, Windows Server 2003, Ap ache, iPlanet,

Lotus Notes, Domino, Hyperion, Commerce Server, Oracle 11i, ColdFusion, Linux, AIX, Solaris,

HP-UX

Manager - Technical Infrastructure Teams 2002 2004

Managed cross functional tower in Service Delivery Center / North Central (SDC/NC) su pporting

middleware, database administration, messaging services and a tools team that supported 12

commercial web hosting, eCommerce and strategic outsourcing accounts.

Leader of Websphere competency team and middleware best practices team.

Was an SME for 2 large Global Outsourcing Engagement Proposals

Integrated middleware support team from Canada into organization to provide support for 6

Canadian global outsourcing and web hosting accounts. Managed 2 technical teams located in

Canada.

Implemented securi ty health checking and a tool to track security health check compliance

within the team assuring 100% compliance on all audits.

Managed development of the IDD (Intelligent Due Diligence) Tool, which became a product

offering, and resulted in a $25,000 tec hnical excellence award for the IDD team members.

Tool was a critical offering that helped to improve engagement due diligence.

Managed the team below budget and headcount targets while transitioning or seeing major

scope increases on 5-6 accounts each year. Met or exceeded all customer satisfaction targets

resulting in recognition by 6 commercial accounts.

Provided technical project management for infrastructure projects.

Some technologies supported: Websphere, MQ Series, Oracle, SQL Server, DB2, Weblogi c,

Windows Server, AIX, Solaris, Apache, Lotus Notes, Domino, Groupware Development

Manager of Technical Infrastructure and Architecture Teams 1997-2001

Managed teams responsible for providing Windows and UNIX server management, global

messaging, groupware, project services, tools implementation, PC builds, inventory and billing

system, global software delivery and architecture.

Provided Architecture Planning for Texaco allowing IBM service delivery to partner with

Texaco's strategic planning group.

Provided support of MS Exchange and Lotus Notes/Domino for both Domestic and International

users. Texaco rated team above expectation and targets on customer satisfaction survey in all

areas.

Developed pilot of Lotus QuickPlace to bid against Microsoft solution. Full Lotus QuickPlace

solution was selected by Texaco, implemented, and supported as Texaco s Team Collaboration

solution.

Provided level 3 support of PC hardware, OS and standard applications and created desktop

tower that coordinated desktop issues across all site desktop teams.

Supported software tools on Texaco account and provided software packaging and delivery.

Billed projects an average of $60K/month, additional services.

Provide Intel Server Support for Texaco Bellaire building. Developed plan for centralizing Intel

server support across entire account. Worked with Texaco developing Windows 2000

implementation plan.

Project to rollout Citrix and provide ongoing support.

Designed and implemented low cost, efficient system to perform centra lized packaging and

desktop software delivery. Designed and developed Package Manager that replaced

ineffective desktop ESD process. Responsible for Hardware replacement and software refresh,

that saved significant resource cost. Implemented Tivoli for server management and software

delivery to servers.

Provide asset management and billing support for account. Developed several applications to

provide billing services and track assets on account.

Awarded IBM Golden Circle for 1997 which is given to

Contact this candidate