Manager Service

JOSEPH ANTHONY RILEY

*** ***** ***** **, ********** Island, WA 98110 206-***-**** **********@*****.*** www.linkedin.com/in/riley101 INFORMATION TECHNOLOGY-BUSINESS-PROJECT-PROGRAM-OPERATIONS MANAGEMENT Experienced MBA, MS (Operations Management), MS (Organization/Industry Management), PMP and ITIL Expert Results oriented professional with substantial successful global business experience and significant formal education, including relevant post-graduate degrees and leadership experience in the DOD and Fortune 25. Applies strategic visioning, business development and process development expertise to optimize P&L and grow business. Inspirational and forward thinking professional with critical thinking skills and positive personality traits that drive results, team synergy, and win-win outcomes. A professional with a very rare combination of soft and hard skills. Competencies:

Proven Leadership and Management of Managers

Expert Project, Program and Innovation Manager

Savvy Business Case Creator and Developer

Continuous Improvement Operations Manager

Expert Business Analyst, Consultant and Strategist Motivated Win-Win Team Player and Developer PROFESSIONAL EXPERIENCE & SELECTED ACCOMPLISHMENTS HEWLETT PACKARD ENTERPRISE, PALO ALTO, CA (DOD AND NASA IT OUTSOURCING ACCOUNTS) 2002 – 2016 REGIONAL MANAGER / LEADER (MG2, IT SERVICE DELIVERY – END USER EXPERIENCE) 2012 – DEC. 2016 Led and managed regional IT keyboard to cloud--with 10 subordinate leaders and one VIP program manager employing 200+ technical, non-technical and business professionals with constrained resources to optimize multi- billion dollar ITO product and services contract (10 DCs/SFs, 70,000+ end users and VIP support across 500+ sites).

Exceeded all organization Key Performance Indicators (KPIs) and contract Service Level Agreements (SLAs).

Reduced operating costs 30% below internal SOAR contract basis of estimate; saved millions--$3M--per year.

Asserted PMP and business analytics acumen to initiate, plan, execute, monitor, control and close all projects.

Achieved highest account customer satisfaction ratings through qualitative / quantitative analysis and action.

Phase 1 lead on multi-billion dollar ITO contract transition enabled predictive / iterative phase 2-3 successes.

Asserted ITIL discipline to optimize ITSM, product / service LCM and new service delivery keyboard to cloud.

Top-tier employee Voice-of-Worker ratings for leadership, employee engagement and workplace satisfaction.

Re-structured VIP, Premier and Remote Services programs to improve operations; developed and captured unexpected new business revenues with multi-million dollar TCV add-on services while reducing costs.

Reduced OPEX over $3M with HR, supply and logistics audits, program / process analysis and team discipline.

Led teams to develop and deliver new customer capability projects across all seven layers of the Open Systems Interconnection (OSI) model, Physical (1) thru Apps Layer (7) VDI / DAAS, SAAS, IAAS, PAAS (hybrid cloud).

Supported first security SaaS offering to win provisional Federal Contract (FEDRAMP) authorization.

Identified and drove capture of multi-million dollar opportunities driving customer effectiveness / efficiency.

Monitored changing organizational dynamics and potential gaps in IT services and product provisioning; provided risk governance to prevent or mitigate service and product deficiencies ensuring customer’s success.

Led business risk mitigation, continuity and recovery of operations during and in aftermath of natural disaster.

Supported 100% on-time billing and accounts payable / receivable management for region’s share of business.

Focused on customer success; ensured win-win outcomes with rigor inside and creativity outside ‘the box’. SITE GROUP MANAGER / LEADER (MG1, BUSINESS RECOVERY, OPERATIONS MANAGEMENT AND EUS), 2009 - 2012 Specifically hired to recover and rebuild / restructure a failed Strategic Business Unit (SBU) as a time-sensitive project to meet Service Level Agreements (SLAs) and create a continuous improvement culture with innovation.

Successfully rebuilt / recovered SBU teams, programs, projects, service and call center operations ahead of schedule, achieved / sustained best KPIs in enterprise (compared to 68 similar SBU’s SLA metrics and KPIs).

Reduced 8 yearlong 40-60% annual employee turn-over rate to 5% with employee and team programs.

Exceeded SLAs and achieved lowest operating cost year over year with PMP, Agile and hybrid methodologies.

Recognized as “Region MVP” for demonstrated performance; promoted to Regional Manager. REGIONAL IT INFRASTRUCTURE MANAGER, CONSULTANT, SYSTEMS ENGINEER AND LOGISTICIAN, 2002 - 2009 Managed IT infrastructure, service strategy, design, transition, third-party vendor contract build-out, operations and continuous improvement projects to provide diverse business capabilities in Western US and Pacific Regions.

Delivered highest program ROI (28%), volume and revenue in account; achieved 100% on-time/early delivery.

Re-aligned / Renegotiated vendor contracts and task orders to significantly reduce costs.

Managed Region’s lean and Just-in-Time (JIT) logistics programs and projects to achieve the lowest cost regional transformation and contract transition in multi-billion dollar phase staged enterprise ITO account.

Managed data center analysis and DC consolidation projects to optimize region’s hosted services provisioning.

Identified third party vendors and negotiated outsourcing agreements integrating new services and products.

Developed and coordinated special project teams to deliver at-risk contract deliverables (i.e. special community of interest IT solutions, applications rationalization, and federal certification / accreditation of SW/HW assets). UNITED STATES AIR FORCE, WORLDWIDE ASSIGNMENTS 1990 – 2002 MILITARY OFFICER (AEROSPACE OPERATIONS, LOGISTICS, MAINTENANCE, MODIFICATION AND QUALITY MANAGEMENT) Cited for meritorious service as Aircraft Maintenance Officer, General’s Staff Advisor, Logistics Squadron Commander, etcetera--“High Flight-Top 5%” select for advanced HQ grooming among all company grade officers.

ASSOCIATE PROFESSOR, Aerospace and Leadership Studies, San Jose State University, California (1999-2002).

UNIT COMMANDER, Led 180 member all biome Survival-Evasion-Resistance-Escape School (1997-1999).

OPERATIONS MANAGER AND ACTING COMMANDER, Air Base Logistics Support Squadron (1995-1997). o Managed 60 IT technicians and numerous IT systems informing aerodrome operations and asset utilization. o Introduced, integrated and standardized IT analytics / programs for TQM and Six Sigma improvement effort. o Oversight of all base aerodrome ground operations, fleet upgrade/modernization and IT contracts/activities.

GENERAL STAFF ADVISOR, OFFICER-IN-CHARGE, unit assessment, production and process improvement (1993-1995).

ASSISTANT OFFICER IN CHARGE, aircraft maintenance/modernization and flight sortie production unit (1990-1993). o Assisted OIC with leadership and management of 243 personnel, nearly half a billion in capital assets and multi-million dollar budget for systems maintenance, in-service modification and modernization programs. EDUCATION

Master of Arts, Business Administration [MBA] 2017 Louisiana State University, Shreveport, LA (3.9 GPA, Magna cum laude honors) Master of Science, (1st) Operations Management and (2nd) Industry / Organization Management [MS] 1999 Embry-Riddle Aeronautical University, Daytona Beach ~ Worldwide, FL (3.9 GPA) Bachelor of Science, General Engineering / Science Studies [BS] 1990 United States Air Force Academy, Colorado Springs, CO RELEVANT COURSES AND CERTIFICATIONS

Information Technology: ITIL IT Service Management (ITSM) and CompTIA Security+ certifications Program Management: Certified PMP with TQM and various process improvement certifications Business Development: Business Case Creation, Innovation and Solution Sales / Architect Finance: Managerial Economics, CAPEX, OPEX and Total Compensation Planning expert Logistics: Lean, Just-in-Time, Intermodal Logistics, Aviation expertise and Real Estate certifications Leader / Manager: Associate Professor Leadership Studies; over 25 years leading / managing top-tier teams Business Continuity: Crisis Management, Business Continuity and Accident Investigation certifications Process Improvement: TQM, Six Sigma, MBC Auditor, Waterfall, PMP, ITIL, CPM, Agile training and certifications AFFILIATIONS & CLEARANCE

Society for Science and the Public – International Science & Engineering Fair (ISEF) Grand Awards Judge Armed Forces Communications Electronics Association (AFCEA) – “Role Model” Chapter President Project Management Institute (PMI) for Project Management Professionals – Member Highest Held Federal Security Clearance Level: Top Secret – SCI (currently inactive) Joseph Anthony Riley Page Two - End

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