Danny Duke email: email@example.com
Acworth, GA 30101 Mobile: 770-***-****
I’m a well-rounded leader who possesses strong leadership skills and the ability to motivate and inspire team members to achieve corporate and individual goals. I have a strong belief in empowering associates to help them achieve more than perhaps they believed they could and develop confidence to seek more responsibility within a department and company as a whole.
Along with my leadership philosophy of employee empowerment, I’m also technically trained, analytical and a problem solver. I have held numerous IT positions in my career, gradually taking on more responsibilities and excelling in each position I’ve had.
I have excellent organizational skills, unlimited learning capacity, and thorough business knowledge. I am
seeking an opportunity to manage a technical support group or use my project management skills utilizing Six Sigma (DMAIC), ITIL V3, and Scrum Master Certification methodologies to manage large scale projects
ITIL Incident/Problem Management
Technical Change Governance
ITIL Change Management
Identify, Debate, Escalate Risk Management
Business Requirements Gathering and Analysis
Software Testing, Quality Assurance & Control
Project & Systems Development Management
Certified Scrum Master (CSM)
Bank of America: Atlanta, GA Aug 2013 – Sept 2017
Vice President, Scrum Master, Systems Engineering CSI (Continuous Service Improvement)
My role as a Scrum Master was to improve, create, and document processes and procedures based on the ITIL/Agile methodologies for the Deployment Maintenance and Operations organization.
Assist Senior Managers Manage Risks in the Change Management area. We worked to avoid all risks if possible e.g. (testing, CAB Meetings for approval with LOB).
Create Operational Metrics to track ongoing work and to assist with finding risks, gaps, or potential problems with every team (6 total).
Worked with Senior Management to perform Problem Corrective Audits.
Oversee Cross-Team processes and procedures. Assist to remediate gaps or creating new processes to improve procedures.
Engagement Lead for the DMO Organization to enhance CTO relationships as part of the Centralized Operating Model.
Vice President, Enterprise Incident Manager, Systems Engineering June 2006 – August 2013
Managed Major Incident Support for Desktop & Platform Support using the ITIL methodology. My team work closely with Engineering, lower levels of support, and the LOB’s to ensure incidents were remediated within defined SLA’s.
My team consists of 40 FTE’s located in Concord, CA, Atlanta, GA. Also, managed an offshore team of 12 associate contractors in India (Infosys).
Managed vendor (HP) relationship for the 400+ techs in the field.
Assists in Vendor contract negotiations for on-site support.
Assists with IT Asset management for Banking Centers and Corporate users.
Supported 5500+ banking centers approximately 92K associates.
Supported 175K “Band” user’s mainly corporate associates. Everything except Trading floor associates and Top Executives.
Supported all Disaster Recovery Units (7 mobile units with satellite technology).
Trained all Vendor Tech’s and lower level support teams. Ensured incidents were remediated at the correct level of support. My team only worked the most difficult incidents and typically they were the highest profiled (Sev. 1) incidents.
Scrum Master to develop processes and procedures for all MAC (move, add, change) activity in banking centers. Managed vendors to ensure the changes had the least impact on business.
Reduced the average monthly incident total from 4K to 1.5K by utilizing ITIL Problem Management and Incident Management procedures.
Removed the ACD phone system and only took escalations from ticketing system. That reduced costs and ensured incidents were documented. That also enabled Tech’s to multi-task and work multiple incidents rather than single thread approach.
Vice President/ Scrum Master Sept 1998 – June 2006
Scrum Master for the Nationwide Project to refresh deployment and installation of hardware/software to all 5500 Banking Centers (92K users) +/- in states we operated.
The project was by region. It took 3 years per role out at the cost of $180MM per role out.
Managed budget requirements, staff for support, and installation of the hardware/software releases that are scheduled to be distributed to the appropriate region.
Managed the rollout: from the actual hardware certification to installation of the Model equipment each banking center.
Interfacing with Vendors from all across the bank to corporations such as IBM, GE, HP, Infosys, and Accenture to complete the projects on time and within the budget. I was on the Bank’s team to assist with contract negotiations for all of the levels of support and hardware/software costs.
Over time with technology improvements and procedure improvements we reduced the nightly installation from an average of 10 hours to 6 hours. On Average, each bank included 1 server, 14 workstations, 2 network printers, and teller peripherals for each teller.
Assists with IT Hardware Management (ITIL ITAM/CMDB) to track hardware deployed and retrieved during the project. Ensure all the data was updated in the database. The old hardware hard drives were cleaned prior to leaving the banking centers. Assisted engineering to establish processes and procedures to ensure the bank was protected.
Cotton States Mutual Insurance Company: Atlanta, GA Nov 1994 – Sept 1998
Senior Network Specialist, Team Lead, Microsystems User Technical Support
Managed a team of 5 Network Engineers.
Supported a 300+ node Ethernet LAN with remote sites totaling more than 1500 users.
Designed, implemented, and troubleshot company WAN/LAN.
Project management responsibility for network segmentation, implementations of new fileservers, new installs, and upgraded Netware to 4.1x, rollout of Windows 95 and deployment of CD Towers & Fax servers on the LAN.
In addition to TCP/IP segmentation, I lead the installation and configuration of Ascend routers in the corporate office. That project included 8 Routers at the corporate office as well as 1 router installed in each Agents office (total 1400).
Assisted in developing processes (ITAM/CMDB) to track all of the hardware for the hardware rollout in the above mentioned project. We sold all of the old hardware to a 3rd party because it was very old but the new equipment was leased therefore we had to track all of it.
Implemented and administered Lotus cc:Mail.
Acted as a consultant to all Department Heads for technical issues and troubleshooting.
Columbian Chemicals Company: Atlanta, GA June 1989 – Nov 1994
Senior Systems Analyst, Technical Support
Managed a 500+ node Ethernet Novell network with remote sites.
Designed, implemented, troubleshot, and performed LAN Administration for the entire organization.
Project management responsibility for topology change from Arcnet to Ethernet, installation of cabling, switches, fileservers.
Installed a token ring, OS/2 network for the Software development team in order for that team to develop on a LAN and reduce the impact to the Mainframe.
Designed, installed wireless networks in several manufacturing plants (8) in North America and Canada. Once installed I managed them remotely. Limited travel was required.
Confederation Life Insurance Company: Smyrna, GA June 1982 – June 1989
Group Information Systems, Senior Programmer
Wrote COBOL, CICS, and IMS DB/DC programs per departmental needs and detailed specifications for Group Insurance systems.
Maintained current systems as well as making major enhancements to health insurance systems.
Created first PC based financial system to perform quarterly reporting. Reduced actual processing time from two weeks (manually) to two days.
Microsoft Office 2016 and several Microsoft products, Apple Products, Office 365, LAN/DP; SQL; QMF; Client Server technology; Windows 10/7/NT/2000/Server; MVS/OS; Virtual PC; VMWare, Peregrine, Maximo, Remedy, Novell, Ascend Routers, multiple LAN topologies, Tableau Management, Salesforce Classic
Team manager and motivator; functional and technical requirements gathering; project management; analysis and problem solving; excellent verbal and written communications; development of test plans and scripts; unit, CIT, UAT and SIT testing; business unit and subject matter expertise.
Education and Specialized Training
Kennesaw State University
B.S., Computer Science
Chattahoochee Technical College
A.S., Computer Science
Certified Scrum Master (CSM)
ITIL Foundations for IT Service Management Certification v3
DFSS Six Sigma Green Belt Certification
Internetworking with MS TCP/IP for Windows NT
MCSE Microsoft Certified Systems Engineer
CNE Novell Certified Network Engineer
ARSE Ascend Router System Engineer
MSCE Microsoft Certified Systems Engineer
LOMA Life Office Management Association
Windows NT Essentials