Success driven IT Leader offering 25+ years of success and expertise in managing data centers, deploying enterprise application solutions, service delivery, implementing domestic and global scalable IT infrastructures and creating and leading teams. I lead internal initiatives that drove operational excellence that increased speed of delivery and cost optimization within Enterprise and Corporate teams. Excel in delivering high return on technology investments, instituting cost effective technologies, introduction of new technology services. Recognized for strength in integrating cross-functional applications and technologies built on common data tools and processes. Manager of Information technologies with expertise in diverse range of multiple industry settings. Demonstrated success managing Data Center Operations, Management Networking, Software Design, Quality Assurance Systems, disaster recovery fail over/business continuity, Telecommunications and Internet Technology teams in a large complex infrastructure. Solid management skills, capable of leading and motivating individuals to maximize levels of productivity, while forming cohesive team environments. 30 years of progressively responsible management experience in planning, budget/financial management and staffing.
•Aligning Information Technology plans with strategic business objectives, including revenue growth and profitability through effective collaboration with key stakeholders.
•Directing & managing complete IT Operations (Data Center, Telecom, Video Conf., Infrastructure, Application development teams).
•Demonstrated experience with implementing ITIL standards and processes in a large, highly available and regulated dynamic data center.
•Lowering cost by over 60% though service management and provider contract negotiations, expense recovery, cost containment, policy and governance issues.
•Reduced yearly telecommunication cost by 70% or $200,000 through implementation of VoIP technology and successful contract negotiation with service providers.
•Managed initiatives & projects to improve and optimize current business processes and increase process efficiencies.
Telco: Alcatel VOIP, HIPAA, SAP, LotusNotes, Camstar MES, Altiris, CRM, Business Objects and ECM, Linux Servers, Oracle Enterprise DB, HP ProLiant Servers, VMware VSphere & ESX, Solarwinds Orion, Network, Silverpeak, Security, BCP/DR,, AVST Voice Mail, java, .net, and MS Office Suite
ITT Technical Institute- Portland, Oregon
AASEE- Associates Degree
Employer: Xerox, Inc. - Hillsboro, OR 11/2014 – 10/2015
Sr. Service Delivery Manager for Nike
Experience in setting operational objectives and work plans; delegation of assignments to individual contributors or subordinate managers; conducting senior management reviews of operational objectives; developing, modifying and executing company-wide operational and financial policies. Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and assures adherence to budget, schedules, work plans, and performance requirements Experience in the Delivery of Security and Network IT Services using ITIL best practices to deliver services Regularly interacts with client senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. Experience working in a global, highly leveraged environment Manages activities of other departments through individual contributors or subordinate mangers who exercise full supervision in terms of costs, methods and staffing.
Oversee the day-to-day implementation and operational aspects of the client relationship
Manage the setup and delivery of services
Develop strategy needed to achieve agreed upon service levels
Work with the client to manage priorities and expectations
Manage the requirements definition process and ensure that system specifications accurately reflect client requirements
Build effective liaisons to manage the transition from implementation to ongoing client delivery
Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery
Manage finances for the account, including invoice creation, timely receipt of client payments, and other P&L responsibilities
Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise
Support the fulfillment of the company vision for prompt and professional client services through motivation and leadership
Employer: Biotronik/Micro Systems Engineering, Inc. - Lake Oswego, OR 06/1992-02/2012
Head of Corporate IT department for a highly regulated medical device company (FDA,HIPAA) reporting to the Corporate CIO in Germany. Overseeing efforts of internal and external IT professionals in Provided 360 degree IT services to all business functions of the company: Field Service, Supply Chain Management, Manufacturing, R&D, Product Management, Quality Management, Marketing, Clinical Studies, Technical Support After Sales, Sales Operations, Compliance/Regulatory and Executive Management. Hold cost center accountability (CapEx, OpEx) to maintain annual departmental budget. Cultivated lasting strategic business alliances. Managed 4 different groups:
•IT Service Desk (UHD, Desktop Management, Mobile Device Management and Deployment, BES, iOS, Blackberry, Androids)
•Data Center Operations (Windows- and Linux Servers, Oracle Enterprise DB, HP ProLiant Servers, VMware VSphere & ESX, Solarwinds Orion, Network, Silverpeak, Security, BCP/DR, Telco: Alcatel VOIP, AVST Voice Mail)
•Enterprise Applications (incl. SAP, Camstar MES, Altiris, CRM, Business Objects and ECM)
•Software Engineering (Java,.net, Mobile Applications and SDLC)
•Project Management Office (PMO and BPM)
•Instituted previously nonexistent project management guidelines within organization to improve ability to meet time lines, budgets and objectives. These guide lines improved ability to meet time lines from 50% to 95%.
•Steering Committee chair and as a high-level stakeholder responsible for providing guidance on overall strategic direction and management of SAP projects that included IT and facilities
•Performed analysis and benchmarking of various MES Systems for MSEI. Made proposal for MES Solution that provides the most effective outcome for MSEI by replacing eight standalone non-integrated island solutions with one complete integrated MES Solution. This provided Quality Management, Supply Chain Visibility and Operational Intelligence. This project brought MSEI in to FDA and regulatory compliance.
•Implementation of Collaboration and Mobil Solutions into manufacturing, engineering, sales and inventory management.
•Performed instrumental team role in development, direction and implementation of Customer Relationship Management (CRM) software.
•Built an IT infrastructure and implemented technologies and cross-functional solutions to improve sales, production forecast, manufacturing stability, process and engineering standards.
•Successful at implementing SAP in two facilities (Manufacturing and Sales & Distribution) seamlessly, which ensured there was no disruption to Customer delivery.
•Design of complex Voice solution based on Alcatel OmniPCX Enterprise for 650 users that spanned 4 building campus. Design included CTI, Networking, voice over IP VoIP, unified communications and contact centers.
•Leadership in successfully outsourcing of support functions in a matrix environment (offshore/onshore/domestic) for call escalation, which improved customer service by enabling timely customer-support. Demonstrated success by reducing call abandonment from 75% to less than 1% and guaranteeing that all calls were resolved within 2 hours, without increasing call center operating costs.
Environment: HIPAA, SAP, LotusNotes, Camstar MES, Altiris, CRM, Business Objects and ECM, Linux Servers, Oracle Enterprise DB, HP ProLiant Servers, VMware VSphere & ESX, Solarwinds Orion, Network, Silverpeak, Security, BCP/DR, Telco: Alcatel VOIP, AVST Voice Mail, java, .net, and MS office Suite
Contact: Steve Welter • Portland, OR
Tel.: 1-503-***-**** • email: email@example.com