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Manager Customer Service

Longmont, CO
September 28, 2018

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William K. Dabney

**** ****** **. ********, ******** 80504

Home 303-***-**** Cell 303-***-****


Detail-oriented professional with 20+ years of experience in various IT Service Delivery capacities including: Service Delivery, Project, Availability, Transition, Compliance, Product, Risk, Solutions Architecture and Design, Technical Leadership, and Hardware Planning.

Work History:

IT Infrastructure Delivery Manager

IBM Global Business Services - Baxter/Baxalta/Shire

Sept 2015 – Dec 2017

Longmont, CO

Delivered quality Storage, Backup, and Disaster Recovery services for Baxter/Baxalta/Shire Biopharmaceutical, routinely achieving our SLA target of 99.54%, or better.

Reduced customer Backup and Storage footprint saving $1.2 million per quarter in hardware and support billing.

Led the successful transition and migration of the VmWare Cloud/San/NAS/Backup infrastructures for spinoff subsidiary Baxalta from Baxter International; and later merged the environment into new Data Center infrastructure of parent company (Shire), after sale/acquisition.

Coordinated the successful deployment of ITIL/PMO processes and best practices, including Incident, Problem and Change Management.

Provided backend support for Citrix/XenDesktop, Unix, Solaris, and Wintel(Office365) environments.

Works closely with IT and business managers to ensure that Cloud, Storage, Backup, and Disaster Recovery services are being delivered at the defined operational level to meet contractual agreed upon SLAs and compliance.

Acquired capital and migrated off Legacy IBM Storage (disk drive) to new Flash systems for performance enhancement. Reallocated latent application tiering to accommodate performance enhancement and transaction drops.

Responsible for defining, documenting, publishing, training and ensuring adherence to processes, policies and key performance measures for areas of direct responsibility.

Meet routinely with Steering Committee, peer customer managers, fellow PMO managers, and technical teams it managers, providing activity, progress, and status reports to management keeping management informed of critical service management issues.

Develops cost savings plans, process improvements, forecast and capacity planning, hardware/software procurement, SDLC scheduling, architecture review, and dynamic automation solution opportunities.

Define, scope, acquire approval, and cost out various projects for execution.

Managed day-to-day, projects, and direction for 15 multi-national engineers/architects in support of the customer storage and backup support.

Determines customer service requirements, improve customer service quality results and recommends changes to improve service.

Maintain HIPAA compliance.

Enterprise Resiliency Technical Manager

US Army Information Technology Agency

Sept 2013 – May 2015

Pentagon, Washington DC

Conceived and developed consolidation strategy of existing Army ITA Tsm and CommVault backup environments reducing obsolete hardware, licensing charges, and support requirements; making them more cost efficient, scalable, and with greater performance.

Reviewed and assessed various vendor resiliency proposals; putting together cost models, impact testing, and plans for alternate

Integrate the team under a new organizational structure put in place to unify tool and process utilization.

Established a 3 site DR replication model that concurrently replicated peer site mission critical data. Along with network modifications we reducing backup window from 12 to 5 hours.

Lead the development of collaborative partnerships with other teams and military branches to insource other backup processing and grow the ITA budgets and procure additional resources.

Met weekly with Branch Chief and other department heads to review SIPR and NIPR backup windows and success rates.

Oversees teams daily backup operational activities to meet SLA requirements, review project milestones, and address any VIP urgent recoveries.

Defined, implemented, and directed a framework and associated methodologies for quantifying mission risk against assurance design requirements.

Risk assessment of potential business impact (Business Impact Analysis), define critical, time sensitive functions, design develop, and document business continuity plans for business areas.

Recommend strategies and options to assist with recovery solutions.

Coordinated business continuity plan exercises.

Developed schedules for training/ awareness of recovery testing RACIs and SOPs for the various business area and leadership.

IT Compliance Program Manager

IBM Global Services

Apr 2012 – May 2013

Boulder, CO

Program manager for IBM Global Services’ Storage Availability Management Program, with accountability for coordinating technology refresh of all obsolete storage hardware managed by IBM., and to maintain firmware currency of 6,000+ devices managed through AG, EMEA, and AP.

Directed data mining / tracking and negotiation of IBM’s various repositories and account teams to identify and address obsolete and down-level storage equipment.

Led team as Scrum Master in engaging with customers and account teams to identify and address risks, determine strategies for addressing exposures, initiate and execute project plans, and facilitate decommissioning / upgrades.

Tracked projects against overall storage services timelines and projects, and reported progress to VP-level management.

Instrumental in reducing maintenance costs and SLA penalties of more than $22M by identifying and decommissioning 350+ end of service life (EOSL) Legacy ESS devices globally.

Conceptualized and implemented risk documentation and escalation / mitigation plans for addressing out-of-scope situations due to conflicts with customer schedules and unavailable capital for decommissioning.

Senior Storage Architect

IBM Federal Data Center

Mar 2009 – Feb 2012

Boulder, CO

From inception, architected, configured, and managed a new federal storage system for multi-tenant hosting and Tivoli Enterprise Monitoring Services.

Led transition of environment from Legacy SAN infrastructure to VMware private cloud.

Oversaw delivery of storage and backup services for ITIL- and FISMA-compliant environments.

Partnered with enterprise architects to strategize cost, sizing, deployment, functioning, and support model for IBM Tivoli Monitoring (ITM) products.

Provided outside consultation and support for customer installation and configuration of EMC Clariion / Symmetrix environments with Cisco directors and Data Domain VTL backup and recovery solution. Ensured accessibility, recoverability, and available capacity for allocation of new data.

Maintained and implemented enhancements to SAN disk and Fibre Channel switched network infrastructure.

Key Accomplishments:

Compiled technical solution documents (TSD) and bill of materials (BOM) for migrating new solutions to additional IBM N-series (Netapp) environment supporting VMware ESX/vSphere frontend.

Conceived vision and strategy for cloud-based architecture to provide customers with site-to-site replication, virtualization, and improved efficiency / pricing of technology.

Architected, deployed and configured Brocade San Fabric, IBM DS4700/5100 storage with SVC middleware, IBM LTO tape library, and Tivoli Storage Manager backup / archive solution.

Technical Product Manager

Copan Systems

May 2008 – Mar 2009

Longmont, CO

Provided expert product delivery and support to global customer base.

Researched, procured, tested, and analyzed product configurations for Copan virtual tape library (VTL) and single instance repository (SIR) devices.

Maintained and tracked data in company’s support database.

Assessed, identified, and presented solutions to diverse technical problems.

Proposed and deployed product updates in specialized product areas. Drafted technical bulletins for distribution by customer and sales teams.

Served as liaison and key point of contact to Level-1 customer service team, customers, product teams, development teams, and cross-functional departments.

Collaborated with engineering teams in defining and executing problems. Reviewed training material and technical publications for usability and accuracy.

Integrated Copan VTL/SIR products into customers’ NetBackup, CommVault, and TSM environments.

Authored test plans and performed targeted testing of product functionality to support high-profile projects.

Demonstrated aptitude for quickly and accurately reproducing field issues in lab for developing troubleshooting and debugging strategies.

Managed supply chain with distribution centers and manufacturers, tracking all parts to ensure no shortages or defects were affecting deliverable products

Infrastructure Technical Consultant

IBM Managed Storage Services

Mar 2007 – May 2008

Boulder, CO

Researched and resolved complex technical issues and developed solutions to complex problems.

Performed in-depth analysis of existing systems and user needs to gather information for system changes. Supervised and mentored team of five technicians responsible for steady-state SAN infrastructure maintenance, new storage location (SLOC) build-outs, new-equipment deployment, and other project requirements.

Led shared storage infrastructure support for 350+ IBM customers across 40 global sites. Liaised and forged strong, productive relationships with SAN vendors.

Contributed extensively to customer engagements and due diligence planning.

Spearheaded development and implementation of innovative new processes and procedures to streamline performance and enhance communication of matrixed teams.

Consistently delivered pioneering solution recommendations to sales and account teams.

Availability/Transition Manager

IBM Global Services

Aug 2005 – Mar 2007

Boulder, CO

Oversaw service-delivery management, managed customer-account relationships, and researched and secured new business opportunities.

Delivered support to dynamic and evolving IBM storage offerings.

Integral in collaborating with executive management to build availability and transition team to serve as primary interface between IBM OnDemand storage customers, account teams, and matrixed technical support groups.

Played key role in managing infrastructure encompassing more than 4.5 petabytes across US, Canada, EMEA, and AU territories.

Coordinated all in and out transitions of various customers to the established storage backbone.

SOC Operations Manager

IBM Managed Storage Services

Aug 2003 – Aug 2005

Boulder, CO

Storage Operations Manager for a 300+ global customer IBM OnDemand storage offerings. Transitioned and supported customers brought in to IBM ESS storage backbone.

Project Manager

IBM Viewpointe

Mar 2000 – Aug 2003

Boulder, CO

Project manager for a startup banking partnership for IBM/Viewpointe, focused on delivering check-image

archiving solution currently representing 50% of market share. Managing Legacy IBM Storage processing.

IT Services Storage Manager

IBM Global Services

Jun 1997 – Mar 2000

Boulder, CO

Legacy Mainframe and Open Systems Storage manager for IBM Global customer base.


Bachelor of Arts in Philosophy

Grinnell College - Grinnell, Iowa

Clearance and Certifications

SNIA Certified Storage Professional (SCSP) Storage + Powered by SNIA

Security+ CE SY0-301

ITIL® 2011 Foundation

Project Management Professional (PMP)

Six Sigma Green Belt

DoD 8570 Security functions

DoD SF86 Secret Clearance for Army

DoA SF85P Public Trust for Forest Service

Certified Computing Professional

Managing Successful Programmes MSP 2011 Foundation

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