Information Technology Customer Service

Patrick Sullivan **** Brightwood Rd.

724-***-**** E-mail: *********@*****.*** Bethel Park, PA 15102

BACKGROUND SUMMARY

An exceptional Information Systems professional with over 30 years of management expertise including I.T. BCP/DRP design, Budget Design, Project Management, Business Development, Capture Management, I.T. Administration, client/server and mainframe experience encompassing systems analysis, E-Learning, E-Commerce development (CRM), installing & maintaining major software projects, Data warehousing, ITIL Foundation Certified, strategic planning, call center operations, analyzing cost, B2B & B2C, budget creation and review, as well as contract negotiations. Designed, maintained and implemented NT networks to encompass worldwide connectivity. ERP implementations with systems such as Oracle, PeopleSoft & GP. Hands on and managerial experience with Oracle, Cognos/Sox, DB2, SQL, BO and Informatica development operations. Designed, maintained and implemented exchange communication. Developed and maintained data center operations & security, including disaster recovery and restore procedures as well as developed run-time procedures for daily processing. Optimize mainframe and server resources. Proven strengths in understanding and relating to customer requirements and translating those requirements into program and project direction through effective management skills. Excellent written communication skills particularly in the generation of clear and concise policy and procedure statements, status reports, and technical documentation. Experienced in working with government organizations such as DOE, DoD and FDA, writing and filing reports and grants. Exceptionally adept at organizing and delivering overviews and in-process reviews to all levels of management.

Extra: Instructor for University of Phoenix since 1998 Teaching many Technology courses including Project Management, ITIL and IT Business Strategies.

EXPERIENCE

IT Director Guttman Group Belle Vernon, PA__ (2015 to Present)

As the Director I am currently responsible for the day-to-day IT service to all users. I serve as the IT Director for everything related to IT services including but not limited to desktop support, print services, telephony, software development, network services and PC support. I also coordinate the implementation of strategy, planning, and delivery of technology products and services. I provide a single point of contact for the CIO of I.T. for problem management as well as developing/executing business and technology strategies with a strong customer focus.

I have a strong focus on customer service, team partnership, technology, and business understanding as well as insight. I ensure teams are properly engaged on the initiatives and priorities defined. I partner with the business segments to ensure we deliver quality service and support for all at Guttman. I am responsible for ensuring that IT service availability is maximized while working with key functional groups to understand their ever changing needs. I communicate, manage and set expectations of all customers within Guttman pertaining to delivery commitments. I reduced the operational costs by reducing mainframe resource consumption of legacy applications through optimization. This reduced the need for additional CPU costs. Designed DRP assessed the impact of all on the new IT continuity plan.

IT Director PWC Fayetteville, NC (2013 to 2015)

As the Director I was responsible for the day-to-day IS service delivery to all users. I served as the primary IT technical resource for everything related to IT services including but not limited to desktop support, print services, telephony, radio support and PC support. I also coordinate the implementation of strategy, planning, funding, and delivery of technology products and services. I provide a single point of contact for the CIO for problem management as well as developing/executing business and technology strategies with a strong customer focus.

I have a strong focus on customer service, team partnership, technology, and business understanding as well as insight. I ensure teams are properly engaged on the initiatives and priorities defined. I partner with the business segments to ensure we deliver quality service and support for all at PWC. I am responsible for ensuring that IT service availability is maximized while working with key functional groups to understand their ever changing needs. I communicate, manage and set expectations of all customers within PWC pertaining to delivery commitments. I optimized the mainframe resources by reducing multiple test environments which reduced run-times and CPU usage costs. I recommended short, medium and long term optimization strategies to the senior leadership team.

Director of Technology Village Christian Academy Fayetteville, NC (2011 to 2013)

I planned and designed technology upgrade and support, create inventory strategy, coordinated control purchasing agreements, organized personnel requirements. Results: Reduced technology operating budget, increased technology turnaround time, increased customer satisfaction. Allocated and planned projects setting priorities, schedule resource requirements, institute actions to increase productivity. Review all current projects to ensure milestones and deadlines are being met. Organized and developed and determined new technology requirements, researched technology alternatives, managed and supported organization with resources and design expertise.

Chief Information Officer (CIO) Norfolk Public Schools Norfolk,VA (2005 to 2011)

I functioned as the senior executive reporting to the Superintendent of Schools. Responsibilities included planning, organizing, and directing the activities of the Computing Technology Department. I also acted as the executive responsible for the district’s information services function by conceptualizing, planning and managing long-term initiatives and endeavors related to directing the development and maintenance of systems, operations, and hardware for instructional and administrative purposes.

I provided strategic leadership in anticipating and developing appropriate and innovative responses to future needs and challenges regarding the district’s information technology programs. While providing detailed presentations to senior leadership and both city and school boards.

Planned, directed and managed the activities of the information technology functions through administrators and managers responsible for: Computing and Technology.

Oversaw the development, testing, monitoring, and maintaining of computer systems and data warehousing for systems related to attendance, enrollment, contracts, budget, business, financial, and other applications.

Developed standards for and documentation of district-developed or modified computer systems.

Provides strategic leadership to support and train in the use of computer systems, for example: financial systems, payroll, and student information systems. I have designed and maintained financial data systems and databases for the Business and Finance division. I have designed and implemented major systems such as Oracle as well as Business Objects.

Planned, organized, directed, and coordinated, activities related to telecommunications; computer networks; web technology, electronic media relations and all administrative and instructional functions.

Coordinated all activities associated with eRate funding.

Worked closely with the School Board, Superintendent, principals and the other administrators to understand their information needs and develops strategies to meet those needs.

Served in the absence of the Superintendent as the chief administrative officer of the district.

Collaborates and coordinates with Academic Affairs to support information and instructional technology to support student achievement.

Developed and updated a district Information Technology Plan to provide a framework for application development, standardization, prioritization of projects, purchasing guidelines, and the use of technology in the classroom. Develops reports, writes grants and works with Federal Government agencies. Provides district-wide direction in the development and enforcement of information technology policies, standards, practices and security measures.

Oversaw conceptual design, planning, and architecture of database systems involving the programming of application interfaces.

Planned, managed, and controlled staffing requirements.

Ensured the development, success and accountability of staff.

Stayed current on developments in the area of systems and technology to assure that new developments are considered and incorporated into future systems where applicable.

Monitored the progress of all major projects, paying particular attention to any developing problems and participating in timely problem resolution and communicates to senior management on significant developments or deviations from major initiatives. Use DB2 for relational database management on our mainframe system. I also optimized the mainframe through a series of conditional changes with the environment. We looked at sub-systems and shared resources as well as batch jobs that ran on the mainframe. By reducing and consolidating mainframe operations we increased computing power. We continued to monitor and optimize our mainframe system considering the risks and challenges with environments and costs. Developed disaster Recovery plan to include a BIA. This help to qualify potential business impacts. Prepared RTO and RPO that met the business needs.

Additional Experience

Director Contract Northrop Grumman 2002 to 2005

Director of I.T. Global Knowledge 2000 to 2002

I.T. Director Greyhound 1998 to 2000

Director Contract DAOU Systems 1996 to 1998

Project Manager Contract ASD 1994 to 1996

R&D/Systems Manager State of Florida 1989 to 1994

Electronics Manager United States Air Force 1979 to 1989

EDUCATION

University of Phoenix

MBA TECHNOLOGY MANAGEMENT 1998

University of Phoenix

BSBA – BUSINESS MANAGEMENT 1995

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