Manager Service

Kevin G. Fox

Doylestown, PA ***** 215-***-****

***.***********@*****.*** http://www.linkedin.com/in/kevingfox/

Program / Project / Infrastructure Manager

Program / Project Management Diverse Technical Experience Customer Satisfaction

Process Improvement / Increase Profitability

Comprehensive experience in large corporate environments, with demonstrated leadership capabilities in both technical and management roles. Adept at focusing on enterprise-wide business, organizational, functional and information technology strategies. Broad background in reducing costs and ensuring compliance. Excellence in determining strategic directions and streamlining operations through both programs and projects in multiple technologies. Expertise in:

-Project / Portfolio Management

-BI Metrics / Data Visualization

-Budget Forecast & Management

-Agile / Kanban / Flow

-Windows / MAC desktop OS

-Mobile Device Management (MDM)

-Systems Integration / Virtualization

-Change Control / IAPP

-Continuous Service Improvement

Professional Experience

JOHNSON & JOHNSON

Johnson & Johnson is an American multinational medical device, pharmaceutical and consumer packaged goods manufacturing company with revenues in excess of $80B.

Portfolio Office – Portfolio Manager, Raritan, NJ 2014 – Present

Johnson & Johnson Corporate

Centralized and reviewed forecasted demand intake to optimize our portfolio and resource / skillsets to ensure delivery of the organization’s strategic initiatives.

Reviewed current and forecasted projects in our portfolio ensuring alignment between infrastructure projects and strategy to confirm the organization is on track to deliver new technology, services and applications.

Generated dashboards and metrics for senior leadership via multiple data sources in our enterprise data lake (EDL) allowing visibility into costs, status and resource commitments

Monitored forecasted demand and current activities for resources and skillsets to identify and remediate potential gaps

Managed headcount 2K employees, interfacing directly with VPs and Finance leaders in aligning current resource business budget and forecast

Global Manager, End User Services, Raritan, NJ 2007 – 2014

Johnson & Johnson Corporate

Directed and lead the global launch of the Mobility service project and support of over 90K mobile devices via SaaS based Mobile Device Management (MDM) and Mobile Application Management (MAM). Previously led global team in strategic and operational initiatives for 140,000+ PCs including Security, Problem, and Incident management. Ensured Software Delivery Life Cycle (SDLC) followed for introduction of new services and required change control processes executed for ongoing improvements & enhancements.

Led project to launch and implement an outsourced global 24x7 Level 2 service desk which resulted in improved first call resolution and customer satisfaction while providing support metrics that measured below industry benchmarks for incidents to users / devices

Reduced L2 escalated desktop tickets 66%, and developed action plans, reports, and metrics based on incidents, using ITSM (ServiceNow), reviewing trends, and implementing continuous service improvements

Enhanced company service billing accuracy by ensuring devices accurately managed in CMDB (Configuration Management Database).

Established virtual labs in Europe and North America, allowing faster and more cost-effective end-user desktop application remediation for upgrade project of 140K desktops globally.

Pharmaceutical North America Technology Manager, Horsham PA 2004 – 2007

Johnson & Johnson Corporate

Led team of 6 individuals supporting various infrastructure technologies including Desktops, Network, Database and Servers (Wintel / UNIX) for North America Pharmaceutical sector. Managed budget in excess $1M for service providers and contracts.

Generated and achieved savings over $3M via the successful completion of 3 projects / initiatives;

-$1.3M savings by reducing infrastructure footprint by combination of server consolidation efforts and virtualization for Wintel servers.

-$1M savings over 4 years, by creating additional network fault tolerance, developing network redesign, consisting of fully redundant fiber ring.

-$1M savings by developing strategy and leading implementation initiatives by collapsing 3 data centers into central location.

Received Johnson & Johnson Leadership award for improving customer satisfaction and service by collaborating with Consumer Sector offices, improving remote access, and network improvements allowing for faster access and improved response time to critical data.

Enhanced cross company financial savings by sharing and leveraging a single environment for document management system - Documentum.

Technical Manager, Titusville, NJ 1999 – 2004

Janssen Pharmaceutica

Created and led Emerging Technology group, supporting North America Pharmaceutical sector, researching, analyzing, evaluating, and recommending new technologies. Prior handled operational support for Unix and Network Operating Systems, comprising of nearly 50 servers, supporting 5K local and remote users at multiple campuses.

Improved response time and access to Field Sales representatives, allowing access to real time, critical data and marketing information when visiting doctors and hospitals by implementing first successful pilot, utilizing wireless technologies for laptops and handheld devices.

Achieved savings over $500K for outsourced clinical trial by eliminating need of implementing offsite infrastructure, developing architectural strategy via virtualizing.

Enhanced organizational efficiencies, while driving cost reduction by successfully implementing corporate-wide collaboration tools and Internet conferencing, allowing remote and regional users, meeting, presenting and collaborating with in-house users.

Served as Information Security Officer by performing security assessments for strategic business partners as well as implementing internal security policies

Additional Related Experience

Johnson & Johnson NCS, Raritan, NJ., Senior Information Technology Consultant / Strategist

Johnson & Johnson Consumer Company, Skillman, NJ, Information Technology Consultant

Johnson & Johnson McNeil Consumer Products Inc., Fort Washington, PA., System Engineer

Penn Mutual Life Insurance Co., Philadelphia, PA., Senior Systems Analyst

Education

Bachelor Business Administration (BBA), Computer Science and Marketing,

Temple University, Philadelphia, PA

Professional Development Training

Johnson & Johnson Leadership 21 and Achievement 21 programs Agile Project ITILv3 Six Sigma LEAN AMA Project Management J&J Quality Tableau Novell CNE Certification Microsoft Windows Server IBM Tech Coordinator program

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