Management Quality Assurance

Keith Ikels

Email: *********@********.***

Address: *** ***** ****

City: Marion

State: TX

Zip: 78124

Country: USA

Phone: 830-***-****

Skill Level: Director

Salary Range: $140,000

Primary Skills/Experience:

Management

Educational Background:

Bachelors Degree, Computer Science

Trinity University, 09/1984 - 05/1987

San Antonio, TX

Job History / Details:

Keith E. Ikels

421 Stroh Road Home: 830-***-****

Marion, Texas 78124 E-mail: *****.*****@****.***

Results-driven IT executive with expertise setting strategic direction and leading technology-based, multi-million dollar revenue and growth initiatives strengthening the corporate mission. A progressive and diverse management career marked by demonstrated ability to build peak-performing teams and achieve cross-functional business objectives. Valued executive member of IT team contributing a seasoned, broad-based perspective to create pragmatic IT strategies and implementation plans designed for maximum return while optimizing costs.

PROFESSIONAL STRENGTHS

General Management Performance Development Process Improvement IT Infrastructure

IT Strategy and Execution Change Management Operations Management Software Development

Team Building and Leadership Program Management Financial Management Service Desk

Offshore Strategy and Management Business Continuity Contract Negotiations Relationship Building

SELECTED ACHIEVEMENTS

* Planned and oversaw a $50M budget managing a high performing global team of 160 individuals. Performed all budget planning and forecasting, product and component management, and all personnel management and development. RESULTS: Consistently accurate forecasts and recognition by Computer World magazine as the Top Place to Work 3 years running.

* Oversaw the design, development and implementation for all IT infrastructure including servers, network, storage, and virtualization for a highly available, large scale environment consisting of over 2000 servers with multiple data centers. Coordinated the definition, communication and enforcement of architectural standards and ensured alignment with business objectives. RESULTS: IT expenses held flat while growing the business by 30%. Top availability ratings as measured externally by Compuware Gomez Industry Performance Benchmarks.

* Developed and implemented a strategic plan to address an annual expense increase of 8-10%. Conducted needs analysis with IT and business partners, defined operational objectives in alignment with business objectives and documented success criteria. RESULTS: $1M annual savings.

* Devised a new infrastructure deployment process for web and mobile applications leveraging virtualization. Oversaw the design, creation and implementation of the large scale process in a 24x7 real-time production environment. RESULTS: 45% improvement to availability.

* Overhauled the business continuation organization to improve effectiveness. Built a high performing global team around industry best-in-class practices through personnel development, hiring key talent and performance management. RESULTS: The organization achieved international recognition by an industry magazine as one of the top programs in the industry and one of the top data center business continuation organizations.

* Planned and oversaw the annual Disaster Recovery (DR) exercise and the annual Highly Available (HA) Data Center Failover exercise helping to ensure the organization`s ability to recover data centers in time of disaster. Led training efforts for the enterprise, collaborated with all IT and business teams and coordinated with CIO and his directs. RESULTS: The business and IT plans were validated to successfully failover to an alternate data center, successful relocation of essential personnel and hands-on training for up to 1000 participants.

* Improved the quality of over 800 business continuation and IT disaster recovery plans. Developed plan maturity scoring framework, developed quality assurance processes and developed reporting. Mapped business processes to supporting applications and infrastructure. Defined and validated Recovery Time Objectives (RTOs). RESULTS: Immediate 100% improvement to plans followed by year-over-year improvement of 10% or more.

* Headed efforts to develop self-service capabilities to improve efficiencies and to optimize staffing levels. Performed needs analysis, developed plan and led waterfall and agile projects. RESULTS: Reduced staff by 25% while improving customer response time by a factor of 10.

* Chaired Information Technology Infrastructure Library (ITIL) for the enterprise to provide a common process and framework across disciplines. Provided oversight for 23 process owners and approximately 50 process engineers while serving as the company`s external representative. RESULTS: Twenty three processes implemented and over 700 individuals trained.

* Chaired Information Technology`s Daily Change Advisory Board (DCAB) as the IT Operations representative overseeing all IT changes. Assessed risk associated with change, provided guidance and coaching. RESULTS: Year-over-year reduction in the customer pain index.

PROFESSIONAL EXPERIENCE

UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA) 1999-2012

Executive Director of IT Service Desk, San Antonio, Texas 2010-2012

Executive Director of Business Continuation, San Antonio, Texas 2007-2010

Director of WebSphere, San Antonio, Texas 2006-2007

Manager / Director of Server Solutions, San Antonio, Texas 2003-2006

Manager of Property and Casualty Systems, San Antonio, Texas 2001-2003

Lead Analyst, San Antonio, Texas 1999-2001

MOTOROLA 1994-1999

Team Lead for Project Management and System Support, Seguin, Texas

SOUTHWEST RESEARCH INSTITUTE 1987-1994

Team Lead for Software Development, San Antonio, Texas

EDUCATION / TRAINING / CERTIFICATION

B.S., Computer and Information Systems, Trinity University, San Antonio, Texas

Project Management Professional (PMP) # 27805

Associate Business Continuity Professional (ABCP) #20333

ITIL V2 and V3 Foundation

ITIL Practitioner for Change, Configuration and Release Management

ITIL Practitioner for IT Service Continuity Management

ICS-100 Certification (Incident Command System)

ICS-200 Certification (Incident Command System)

INDUSTRY and COMMUNITY LEADERSHIP

The Country Church, Marion, Texas - Trustee

Marion Independent School District - Former School Bard President

Association of Continuity Planners - Former Member

Help Desk Institute - Former Member

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