Project Management Service Delivery Solution Ownership

Management professional with international biotechnology and pharmaceutical production and domestic financial loan business experience, rationally capitalizes on holistic knowledge of technology for business solutions, provides an organization with a driven, experienced and accomplished leader

Competencies

Project Collaboration

Crisis Management

Business/IT Liaison

Team Administration

Root Cause Analysis

Continual Improvement

Strategic Planning

Business Continuity

Cooperative Partnerships

Career Experience

Company

Roche Diagnostics, Indianapolis, IN, 2010 - 2016

Job Title

Senior Service Manager

Job Level

Manager

Period

May 2012 – December 2016

Summary

Managed Service, Sales & Marketing technologies for Customer Relationship (CRM), Contact Centers, Business Intelligence and Data Management. Implemented and controlled solution infrastructures, communicating business impacting changes and incidents, to manage solutions throughout the service life cycle. Inspired the actions of global support, within a matrix-structured organization, to develop, implement and maintain solutions for the effective business use of technology services.

Significant Achievements:

Championed the migration of services, logical and physical device relocations, minimizing impact to business users and customers

Drove service improvements by influencing the support organization building the relationships necessary to manage more than 30 sales and service solutions

Lead focus groups to evaluate employee initiatives and present recommendations to company leadership, including onsite MBA programs and employee career roadmaps

Company

Roche Diagnostics, Indianapolis, IN, 2010 - 2016

Job Title

Global Service Manager

Job Level

Manager

Period

January 2010 - May 2012

Summary

Delivered Managed File Transfer (MFT) solution as the technology owner responsible for the infrastructure, application and administration, managing the customer-facing service and directing the global and regional support efforts. Accountable to external and internal customers and business partners. Managed projects to deliver service enhancements, evaluate available solutions and implement a new platform to improve processes and services.

Significant Achievements:

Influenced the direction of future B2B services with convincing argument of file transfer solution

Deployed European environment instance of file transfer solution to further improve services

Managed vendors by leading product improvement initiatives, directing support contribution and negotiating service contracts and product licensing

Company

Sallie Mae / USAGroup / USAFunds, Fishers, IN, 1982-2009

Job Title

Business Relationship Manager

Job Level

Manager

Period

March 2005 - April 2009

Summary

Primary technology contact responsible for infrastructure performance and availability to the business. Directed cross-functional teams needed to address significant business-impacting events. United technology change efforts in response to business needs. Managed and facilitated strategic planning discussions with all-inclusive teams for significant technology initiatives; establishing schedules and resolving conflicts.

Significant Achievements:

Reduced mean-time-to-repair for crisis resolution by 24%

Improved business impact due to system changes by 50%

Launched ITIL best practices

Company

Sallie Mae / USAGroup / USAFunds, Fishers, IN, 1982-2009

Job Title

Technology Solution Manager

Job Level

Manager with Direct Reports

Period

December 1998 - March 2005

Summary

Managed the financials and team of technical professionals responsible for the deployment, integration, automation and ongoing analysis of systems management framework of products. Directed technology owners for the implementation of management disciplines throughout the organization for performance monitoring and solution availability of infrastructure platforms to establish complete end-to-end service monitoring. Served on CA-Unicenter Product Advisor Committee to Computer Associates for improvements and strategic direction, including automated root-cause identification and predictive analytics. Managed projects to analyze and reduce Infrastructure Costs with Accenture and High Availability with IBM.

Significant Achievements:

Avoided $700,000 in fees by restructuring multi-year vendor contract

Developed culture of high availability, driving technology investments to reduce downtime, avoid business impact and increase revenue

Company

Sallie Mae / USAGroup / USAFunds, Fishers, IN, 1982-2009

Job Title

Project Manager

Job Level

Individual Contributor

Period

October 1997 - December 1998

Summary

Managed project to identify and update over 100 mainframe products for Year 2000 compliance. Collected status and direction from vendors and coordinated actions needed from support personnel.

Company

Sallie Mae / USAGroup / USAFunds, Fishers, IN, 1982-2009

Job Title

Production Manager

Job Level

Manager with Direct Reports

Period

September 1996 – October 1997

Summary

Identified, organized and managed the technology effort required to establish a service organization and customer call center for the Federal Direct Loan program. Provided implementation direction and progress reporting to the Department of Education, project leadership, the application contractor, and support personnel.

Company

Sallie Mae / USAGroup / USAFunds, Fishers, IN, 1982-2009

Job Titles

Systems Programmer Data Center Analyst

Job Level

Individual Contributor

Period

November 1992 - September 1996

Summary

Evaluated, installed and supported mainframe hardware and software.

Company

Sallie Mae / USAGroup / USAFunds, Fishers, IN, 1982-2009

Job Title

Data Center Supervisor

Job Level

Manager with Direct Reports

Period

February 1988 - November 1992

Summary

Supervised shift personnel; performed first and second-level incident management; project coordinator for large data center construction, relocation and design (CAD); performed asset management, capacity planning, hardware and software evaluations, recommendations, implemented and supported; vendor management and risk management / disaster recovery

Company

Sallie Mae / USAGroup / USAFunds, Fishers, IN, 1982-2009

Job Titles

Senior Operator Operator Tape Librarian Fulfillment Technician

Job Level

Individual Contributor

Period

July 1982 - February 1988

Summary

Progressively advanced career in support of loan origination and servicing in data center operations processing; assigned increased operations responsibilities including mainframe processing, network support and security administration

Education

Bachelor of Science in Computer Technology, Purdue University, Indianapolis

Certifications & Training

ITIL Foundation v3, ID: 33865, Issued: January 2011 by Loyalist

Leadership and administration

Project management, PMP

Quality, validated and government-regulated systems

Corporate conduct, cross-cultural collaboration

Technologies (partial)

Environments

Cloud (IaaS, SaaS)

Distributed server

Web-accessible solution

Mid-range system

Mainframe

Hardware

Apple, Windows, Unix/Linux

IBM MVS/OS390 mainframes, IBM AS/400

StorageTek robotic modular tape libraries

FileNet imaging

Network - switches, hubs and routers

Software

Server Utilities - OS-Windows/Unix/Linux, VMWare, IIS

CRM - Proprietary software, MS-Dynamics, salesforce.com

Microsoft Office, Project, Outlook, .NET, Active Directory, Visio

Managed File Transfer - Axway/Globalscape/Dropbox

Middle-tier - WebSphere/WebLogic

SAP - Finance & Human Resources

Document Management - SharePoint, Google+

CA-Unicenter Systems Management, Asset Management, Software Delivery and Service Desk

Security - Identity and Access, Anti-Virus, Intrusion Detection

Mainframe – OS/MVS, JES2, CICS, SAS, job scheduling, report management

Databases

SQL, Oracle, Sybase, DB2, IDMS

Data warehouse, backup, replication

Reporting tools

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