Michael Murray

Vineland, NJ ***** ac1oi7@r.postjobfree.com

609-***-**** www.linkedin.com/in/mmurray7

IT SERVICE DELIVERY MANAGER

Drive Continuous Improvement, Growth And Success for Organization

Extraordinary, resourceful technology service delivery manager that employs knowledge, experience and strong social, analytical and collaboration skills leading technical teams to meet and exceed expectations. Expert in IT service delivery, solution integration, process implementation and program management combined with enthusiasm, integrity and motivation. Areas of expertise include:

Managed Service Delivery Security & Compliance Management Incident, Problem & Change Management ITIL Processes IT Services Integration Knowledge Management & Collaboration

PROFESSIONAL EXPERIENCE

IBM GLOBAL TECHNOLOGY SERVICES, Marlton, NJ

Delivery Project Executive 2007 – 2016

Account Leader implementing and managing the outsourced IT environment for a Finance and Insurance industry client that includes network, server, storage, groupware, database, security, asset, and end-user support components.

Managed client’s environment effectively with global technical team of 50+ with 20+ sub-teams, and annual budget of $2M exceeding annual profit and cost targets 9 years running by implementing automation improvements, productivity increases, and knowledge sharing practices while serving as service delivery manager.

Generated satisfactory compliance and 100% service levels attainment history while performing architect, compliance manager, and availability manager roles utilizing efficient ITIL based processes, procedures, and tools to design, implement, and manage the customer’s IT environment.

Implemented client re-location and hardware refresh projects on time and within budget through effective solution planning and project management.

Earned customer satisfaction score of 9 or better (1 - 10 scale) every year as primary client interface, providing strategic direction, thought leadership, collaboration and knowledge sharing.

Provided NIDS, HIDS, vulnerability scanning and Endpoint security with no data loss or confirmed security breaches performing Information Security Manager role.

Project Manager 2002 - 2006

Served as Engagement / Project Manager on Aetna Life Insurance Company account providing solutions to satisfy strategic business requirements for multiple IT related projects. Established and maintained relationships with customers and business partners, along with providing technical support and leading technical resources. Managed client expectations regarding project timelines, budgets, and deliverables.

Michael Murray ac1oi7@r.postjobfree.com Page Two

Advisory Project Manager 1997 - 2002

Application Team Lead for suite of Electronic Data Interface (EDI) applications and team of 10 IT professionals within Prudential Healthcare/Aetna account that delivered systems automating processing of 30% of their total claim volume.

PRUDENTIAL HEALTHCARE, Millville, NJ

Technical Lead/Programmer 1989 - 1997

Application developer responsible for construction, maintenance, testing, implementation, and documentation of source code for their electronic claim processing applications. Technical lead for nationwide rollout of cash management system.

EDUCATION

Bachelor of Science (BS) Business Administration, Specialization in Management Information Systems, Rowan University, Glassboro, NJ

ADDITIONAL SKILLS

Project Management, Program Management, Issue Management, Financial Management, Network Data/Voice Management, Private/Public Cloud, IaaS, MS Office / Project, Asset Management, ISEC/ITCS104, Budget Management, Negotiations, Systems Management, Groupware Management, Conflict Management, Risk/Threat Management, Vulnerability Management, Configuration Management

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