Management Information Technology

Edward Maliski, Jr.

**** ****** *** ***********, ** 22150 (DC Metro)

ac0tdv@r.postjobfree.com Mobile 336-***-****

Information Technology Leader • Operations & Strategic Planning

Established IT leader with 25+ years of experience directing technology organizations, projects and budgets. Strong managerial and technical background combined with a profound sense of ownership provides the basis for a reputation of delivering exemplary customer service and support. Ability to effectively prioritize and overcome challenges of managing multiple and conflicting engagements. Proven ability to align IT with business needs by collaborating with divisional executives to continuously deliver timely and scalable solutions. Recruit and manage top talent through clearly defined objectives, metrics and processes with a strong focus on streamlining and optimizing operations.

Process & Operational Efficiency

Strategic & Tactical Planning

Project Management

Budget & Project Management

Application & Infrastructure Monitoring

Data Center Management

Software Development/SDLC

Asset Management

Change & Configuration Management

Business Development

Program Management

Product Management

Mentoring & Leadership

Service Desk & Incident Management

Metrics, KPIs & SLAs

Career Highlights

Successful design, launch and channel development for an Enterprise Document and Records Management platform

Consolidated and standardized 12 isolated helpdesks with over 200 agents while increasing customer satisfaction from 72% to 95% and reducing operating costs by $7M per year

Implemented new asset management lifecycle to reclaim all under-utilized assets and software licenses saving $12M+ annually

Sponsored and directed $20M corporate-wide desktop and branch infrastructure refresh project saving $8M per year ongoing and increasing operations productivity by 15%

Virtualized over 3,500 servers, 50% of production, using automated build tools, server virtualization software, and blade server technologies to reduce operating costs by 18%

Executive sponsor for all IT Service Management/ITIL programs, delivering true root cause analysis, business impact analysis and systems availability reporting to business units and increasing average system availability by 15%

Produced corporate-wide Change and Configuration Management policies. Implemented monitoring and reporting to enforce policies and achieve goal of increasing uptime by 15% during critical periods

Professional Experience

Forefront Technologies – Washington, DC

Vice President- Consulting Services, Product Management and Business Development, 7/08-Present

Direct teams delivering and managing large-scale enterprise software solutions. Oversee client relationships, project budgets, project timelines, technical architecture and support of enterprise projects and systems. Oversee certification process to ensure all Federal software and solution met DoD, FedRamp and other security and compliance requirements.

Expanded operations into new business lines including case management, records management and Federal solutions increasing overall company revenue year over year

Provided project and program support while designing and implementing core software solutions for Fortune 500 Companies, Federal agencies and State/Local Governments

Designed and implemented a channel partner program to increase our software distribution network, increasing sales pipeline and revenue

Built and managed a support organization introducing a new line of business and reoccurring revenue stream

Product Manage internal software products including managing product roadmap, pricing, marketing, QA and support

Countrywide Financial-Los Angeles, CA/Chandler, AZ

Executive Vice President, IT Shared Services (CTO) 4/05-1/08

Senior Vice President, Production Technologies Support & Infrastructure 6/03-4/05

First Vice President, Production Technologies Support Services 5/02-6/03

Senior manager responsible for large IT department utilizing onshore and offshore employees to achieve objectives and budget goals. Oversaw corporate help desk and desktop support serving 60,000 end users and 1,800+ branches including Countrywide Home Loans, Countrywide Bank, Balboa Insurance, Landsafe Credit and other business units. Directed corporate-wide IT Service Management initiative, including oversight of operations and management systems and processes. Guided engineering and support for over 7,000 production Wintel and UNIX server with 15 dedicated SAN/NAS storage systems.

Provided leadership for multiple departments:

Incident Management / Service Desk – Managed the Service Desk and Helpdesk organizations while creating an integrated Problem Management team to track and triage large system events. Provided comprehensive support for all internal employees and external customers with call volumes in excess of 350K calls per month.

Consolidated and standardized 12 segmented helpdesks with over 200 agents while increasing customer satisfaction from 72% to 95% and reducing operating costs by $7M per year

Empowered to direct the crisis management and resolution teams and provide CxO level updates for all major technology outages and events company-wide

Reduced operating costs for call centers by 15% through implementation of an individual performance management program measuring each analysts productivity and technical ability

Charged with developing and implementing overall system availability, capacity and performance reports for all key systems to CxO level executives

Implemented a knowledge management system and related processes to capture knowledge for support and training, reducing call center costs by 10% and new hire training by 30%

Client Services – Lead the direction of desktop support, standards and release/image management for all computers nationwide. Managed support of corporate growth doubling branch sites and tripling employees over a 5-year period.

Executive sponsor for $20M corporate wide desktop and branch infrastructure refresh project saving $8M per year ongoing and increasing operation productivity by 15%.

Implemented asset management lifecycle to reclaim all underutilized assets and software saving $12M+ annually

Automated asset discovery, release management, image management and patch management to support 99% patching and risk management compliance goals

Server Management – Directed engineering and support for over 7,000 production Wintel and UNIX server accessing 15 dedicated SAN/NAS storage systems. Built and managed labs/ testing environments utilized by 20+ development teams.

Implemented thin client technologies enabling access to key systems for remote and offshore users

Virtualized over 3,500 servers, 50% of production, using automated build tools, server virtualization software, and blade server technologies to reduce operating costs by 18%

Automated patch management for all Unix and Wintel servers providing 99% risk compliance

Conceptualized and implemented an isolated simulation lab/tools to replicate production network, storage and server components for pre-production load and compatibility testing

Business Service Management – Sponsor/ leader for IT Business Service Management and ITIL programs company wide. Led design and implementation of core IT business systems and processes including Change Management, Problem Management, Service Level Management, Services Catalog, Service Request, Event Management and the Configuration Management Database (CMDB) based on the BMC/Remedy7 suite.

Created an IT Service Catalog and integrated with service desk systems to deliver a web portal allowing clients to manage and provision IT Services and report associated costs and SLA

Produced corporate-wide Change and Configuration Management policies; Implemented monitoring and reporting to enforce policies and achieve 99% uptime during critical periods

Executive sponsor for all IT Service Management/ITIL programs, delivering true root cause analysis, business impact analysis and systems availability reporting to business units and increasing average system availability by 15%

Originated a data warehouse and consolidated BSM management reports for CxO level executives

Application and Infrastructure Monitoring – Oversaw all aspects of application and infrastructure monitoring. Lead 24x7 NOC, administrated monitoring tools and infrastructure, and developed standard monitoring for all devices in the enterprise. Provided capacity and performance management services to system owners through innovative dashboards. Provided self-service application and system availability and performance reporting.

Audited monitoring of all servers, WAN equipment and telecom systems to ensure 100% monitoring coverage; implemented policies to ensure ongoing accuracy of monitoring inventory

Integrated application and infrastructure monitoring systems to achieve true “business impact analysis” and “root cause” reporting for key systems; delivered consolidated information to CxO’s

United Communications Hub – Pasadena, CA

Independent Consultant – Interim CTO (10/01-5/02)

Reported directly to the CEO/Founder with primary responsibility for all technology and operations. As acting CTO, built the core ISP, Video on Demand, VOIP and Set-Top Box services. Managed all billing, sales engineering and customer service/support.

Madison River Communications - Mebane, NC

Senior Vice President of Information Technology/Operations 6/99-9/01

VP/Director of Information Technology 6/98-6/99

Reported to the CTO with primary responsibility for managing all internal networks, systems and desktop support for the 1,000+ employees nationwide. Managed development teams for key internal systems and EDI interfaces. Oversaw the engineering, delivery and support of customer voice and data networks.

Managed IT budget and charge-backs to business units with 100% compliance to FCC regulations

Negotiated procurement, licensing and maintenance agreements for technology saving 12% annually

Managed the 24x7 NOC and engineering teams with over a 95% customer satisfaction rating

Originated new revenue streams for data services producing a 10% annual EBITA contribution

Executive sponsor/creator of a profitable full service ISP gaining over 250K subscribers in 3 years

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