Manager Service

Summary

My focus in business and business-IT is on revenue generation and savings. To achieve this, I work closely with C-Level and Business IT leadership to develop the IT Roadmap. I have worked with all of the Fortune 50 in my career, and I excel in technical requirements definition, financial assessments, solution strategy, deployment planning, vendor management, and in creating and meeting defined schedules to achieve targeted results.

As a Leader in IT solution design-through-delivery I ensure the teams achieve established goals and the solutions increase revenue and capture profit.

Through IT requirements gathering, IT technical design, and customer servicing, I provide an exceptional experience for the business leadership and all customers and partners.

Management experience:

Includes Continuous Improvement (CI) skills assessment, HR duties, team building, and managing teams as large as 1400 and as small as 12. I’ve managed matrixed teams with members located in 14 countries and also centralized in one city and office, FTE, MSA, and Contracted.

I excel at orchestrating and leading technology towers, service towers, and business-IT teams.

Company and Information Technology Role:

HP Services - Global Cloud Director, R&D Lab Manager, Solution Architect, Client Manager, Telecom Manager, PMO Director, Project Manager, Services Manager.

Voya-IT - Design and Delivery Director, Could Services Director, Security Manager, Service Delivery Manager, Site Manager

Aflac IT - Account Management Director, Cloud Services Manager, Account Manager, Delivery Manager

Core Strengths

Creating partners at all levels of the organization and team both within and outside of the company.

Keeping personal and company confidences.

Flexible and resilient in a dynamic environment and able to relate the business environment, value, and direction to the technical and financial requirements and reality.

Revenue generation, creating profit from revenue.

SaaS solutions, Hybrid Cloud Services, DevOps, SDDC, SDLC, IaaS, and Agility Compute leadership.

Evaluating and onboarding cloud service providers which includes driving the collaboration with the requesting business unit, legal, security, architecture and other teams where appropriate.

Evaluating and onboarding projects, programs, transformations, etc. on to the appropriate cloud service provider.

Determining and engaging the appropriate delivery management team to ensure the end to end delivery.

Define, document and maintain the onboarding and offboarding process.

Partner with the architecture and security teams for the creation and management of enterprise level cloud reference architecture patterns and templates for utilizing the cloud platform services

Maintain the overall Cloud Platform budget including the ability to chargeback to appropriate entities and ensure the budget is not exceeded.

Lead teams on evaluation and proof of concepts of potential cloud providers and cloud initiatives.

Partner with organization peers to provide a seamless customer experience.

Manage the cloud service provider relationship.

Professional Experience

IT Design and Delivery Director, ING/Voya, Cognizant as Director, Atlanta GA – 9 years, current

Transformation and Transition of MSA with Voya Financial. Creating, directing and managing teams that I aligned by line of business for greater detailed knowledge and focus on the customer requirements and business direction. I’m responsible for all IT solutions and services for Voya Corporate Applications, Insurance, Security, Annuities, Employee Benefits, CRE, and Retirement Solutions. I manage Executive Relationship for all IT programs/projects, financials, and the transition/transformation and integration of Voya IT and Cognizant technologies and Services.

Developed and transformed enterprise processes, teams, roles, and created SDLC improvement models, defining and setting KPI’s, creating rollup Dashboards, organizing the technology towers, and the designing and delivery of solution models and all associated processes. Increased performance by a measured 88%. Corrected five-9 expectations against Two-9 infrastructure reality for customer and IT mutual understanding and agreement.

Defined technical standards for IT Towers, and improved the consulting for project technical definition, business alignment, while driving financial and technical approval through Tollgate Governance. Synching this with newly designed and improved Voya-IT Intake using newly designed ServiceNow solutions. This reduced the cycle from 6 months to 3 weeks on average and our newly automated vxBlock servers from 17 days to 5 hours and VMWare services from 17 days to 5 days.

I’ve managed Voya Cloud Transformation of all IT solutions, working with vendors and defining contracts. This included analysis, financial planning for MS Azure and AWS public cloud solutions with selected businesses within Voya Financial, Voya Investment Management as well as M&A activities for newly acquired companies with some existing public cloud. I designed, deployed and managed the Voya vxBlock private cloud with organic development using Puppet, vRA, VMware solutions and its transition to Cognizant Data Centers.

I’ve upgraded ServiceNow and developed our 98% accurate CMDB, ServiceNow Forms standards, and closed-loop processes; including Security services for applications, delivery management, and assisting PMO Directors with their funding, design, reporting and planning standards (Clarity based).

I have also held the position of Atlanta IT Site Manager, which is responsible for program deliveries daily operations and all onsite vendor services including Xerox Managed Print, Cognizant Telephony, ITSM, ServiceDesk, and more.

Successes:

Cognizant transition and transformation via MSA contract design and practices. Agility Compute, Hybrid Cloud, and DevOps leadership. Bringing in associated cloud solutions tools such as Puppet, vRA, and many others reducing cost by $34m of the $450m yearly budget.

Driving currency standards to manage and remove cost from heritage (legacy) environment has resulted in a 64% reduction in Voya Data Center space and $1.8m savings to date. While building Cognizant Data Centers for migration of 88% of solutions within 20 months.

Designing and deploying Continuous Improvement throughout Voya-IT has resulted in a 34% reduction in process waste using CI RCPS method.

Designed and Deployed solutions for the businesses such as ServiceNow, DMF, Escheatment, Guardium, Exalytics, Exadata, PremiumPro, Lexis-Nexis, Workday, Sales and Use Tax, Hyperion, and Accruent.

Defense in Depth strategy and deployment with IT Security products such as Juniper, Firemon, PeopleSoft, WebSeal, DLP, SPLUNK, DataPower, Bit9, NPUM, CyberArk, Qualys, Relativity, Tanium, Sterling, and many others.

Additional solutions and technologies include ERP, HNAS Storage, NetApp, Citrix, VDI, Web, VMWare, VxBlock, End User Platforms, SQL, Oracle, Datacom, government regulatory solutions, and many more business applications, middleware, and core technologies (provided in this resume).

IT Account Director, Aflac, Columbus, GA -4 years

Lead the business and technology planning for internal Executive BOD and partners, technology direction, service delivery assurance, financial estimation, and project delivery. I built the VMO to change vendor selection and management and selecting top-tier providers.

CIO direct report with coordination, design and delivery of CIO directives as sponsored by CEO, CFO, COO, CISO and in partnership with business Vice Presidents.

Business organizations included Finance, Compliance, Legal, HR, New Business, Marketing, Account Relations, Operations, Aflac PAC in D.C., Producer Services, and others.

Technologies included SAP, Enrollment Apps, Web Services, Imaging, DMF, Escheatment, Hyperion, ECAPS, Guardium, Global360, Case360 and core platform personal solutions, driving tech refresh of all EUS platforms including Windows, Office 2010, SharePoint, VDI, Citrix, and next generation Web.

Global IT Cloud Director, HP Services and HP-IT, Atlanta, GA -8 years

New Sales and Technical Team customer engagements; creating and ensuring adherence to MSA, Statement of Work, Service Level Agreements and Contract Management (T&C). Interface and coordinate across global service towers with tower managers, individual contributors and delivery partners meeting financial goals with improved technology release timelines and performance measures for future improvement and profit for both parties.

Analysis for Cloud migrations, Application remediation and migrations for Fortune 500 companies

Business forecasting, technology planning, data gathering and standardization with upward reporting

Manage and working with teams in the US, EMEA and Asia/Pacific across all Towers (Networking, Database, Web solutions, Operating Systems, Global Service Desks, DeskSide Services, Security, Data Architecture and others.).

Highly visible multi-Billion dollar solutions environment servicing customers across IT services. RFP designing and RFP response duties.

Design and Manage customer escalations of service incidents and ensure satisfactory incident repair and problem conclusion RCA.

Tasked to dramatically reduce the size, cost of telecom services, and the 12 vendors contracted with HP, Compaq and DEC after the merger. Created centralized services metrics and standardized financials. Defined new single RFP with B2e Reverse Auction reducing cost by a measured 65% and improved productivity and responsiveness by a measured 80%. Telecom budget management, financial planning and services improvement for 48,000 HP customers. Managed Service Agreement, Contract creation with delivery Management of original 12 service providers. SOW and SLA creation and adherence. Management and direction to Telecom Service Teams. (WLAN, WAN, LAN and Voice.)

Deployment of PC COE Services to the Americas, design server platforms and EUS platforms as well as support modeling.

Design and deployed the platform and server application solutions for HP Hardware & Software Response Centers. Designed the marketing strategy, website, project themes, and training.

Assisted in creation and deployment of the HP Information Technology Services Model (ITIL model).

Outsourcing Services engagements included 20+ Fortune 100 companies; Pfizer, Credit Suisse, Chevron, Ford, P&G, CIBC and Alcoa.

Assisted with the Managed Print Services requirements definition and concepts for business value during initial concept.

HP R&D Lab Manager, IT Architect, Hewlett Packard Inc., Palo Alto/Cupertino, CA. -8 years

Accomplishments included the creation and introduction of PA RISC chipsets and operating system performance testing and delivery to the industry.

Conceptualizing, promoting and leading the program to develop the e-Client solution. This was a further enhancement to the PC COE solution I co-designed and deployed years earlier. eClient was a new industry concept to migrate 120k HP PCs and users to new standardized platforms, reducing support costs, automation of order and integration of all user applications/services -all while not losing data or having productivity loss and within 4 months’ time.

eClient and PC COE TCO solution saved HP $700mm annually over 5 years and averaged $200mm each year.

eClient and the PC COE TCO programs were taken to industry as new HP service offerings.

Accomplishments included the industry first PC COE program designed to control TCO and improve productivity of the user which saves $200mm annually.

Created the PA-RISC benchmark statistical analysis, and created the performance reports for the HP Executive Committee review. This weekly review meeting required presentations by myself and my team and drove the $billion-dollar R&D investment.

Education

BS Management Information Systems - Kennedy Western University

De-Anza State University - IT courses totaling 30 hours

Liberal Arts - Armstrong Atlantic State University

ITIL Certifications

MCSE Certification

PMP Certification

McKenzie Continuous Improvement

Business and Technical Courses

Behavioral Interviewing

Process Benchmarking (TJG)

Operating Across Organizations

MS Windows - Administration

Linux Red Hat

Making Multicultural Teams Work

Constructive Contention

Microsoft Office (All)

Project Management (PMP cert)

First Pass

ITSM (ITIL cert)

Managing Interpersonal Relationships

Creative Consulting

Planning & Managing Projects (PMP cert)

CPLC (product Lifecycle)

Introduction to PA-RISC

Working in Groups

Leadership and Teamwork (PAR)

Microsoft Project

Advanced HP-UX

Windows NT Client/Server Admin

Introduction to MPE XL

Outlook (All)

FrontPage'97 and 2000

Microsoft IIS

LAN Manager Client and LM/X

Introduction to HTML

Continuous Improvement

Technologies, Services and Specialized Training

- Google Analytics, Urchin

- UNIX, HP-UX, MPE, MPE XL, Solaris, DB2

- Remedy, Clarify, Clarity, ServiceNow

- SDLC Lifecycle both service and software

- ServiceNow

- Microsoft Active Directory

- Microsoft SMS, Radia, Tivoli, HP Infonet/AIM

- Microsoft Exchange (All)

- Skype For Business

- Microsoft SQL server

- Oracle, Oracle Identity Manager, Exadata

- MS Azure

- AWS

- MS SharePoint Services

- Exchange

- BlackBerry Enterprise server

- Windows scripting

- Veritas NetBackup,

- Enterprise Anti-Virus software’s, Symantec,

- IT Architecture Standards and Concepts

- IT Project Execution

- IT Application Configuration and Implementation

- Business Work Process Concepts/Models

- IT Security Implementation

- IT Business Partner Relationships

- IT Application Implementation Methodologies and Tools

- IT Infrastructure Configuration, Deployment and Implementation

- IT Disaster Recovery and Business Continuity Execution

- Intuitive and Analytical

- Ability to Manage Multiple Personality Types

- Ability to Influence Without Direct Position

- Conflict Resolution

Deployed Business and Regulatory Solutions

- Patriot Manager

- HP Performance Center

- MUW Underwriting

- Claims Center

- File Depot

- Garwin

- Annuity ID Management

- Ingenium

- Insurance Groupbill

- iProcess

- Retirement QRDO

- PWEB

- Genesys

- OmiPlus

- Smartworks

- PowerImage

- CSR View Commission Statement

- RS Reserves

- ATT CCK (security)

- Domain Time II (security)

- Symantec VIP

- Sing Server (security)

- PID (security)

- Discover Center

- Mobility Platform SQL

- ACES Retail Annuity

- Annuity Death Claim

- Clarity

- CTR Compliance Tracking and Reporting

- Fixed Fund GMIR

- BrightScope

- Hadoop

- Collibra

- EMC Storage

- IBM Sterling

- Informatica

- Tableau

- QRM

- INTEX

- Bloomberg/Terminals

- Hyperion

- Concur Expense

- Workday

- S&P CDO Evaluator

- Lync

- OCS

- IBM Sametime

- Prodiance

- Wings (financial filing)

- PilotFish

- DB2 IRAP

- BrightScope

- DisabilityRMS

- KOFAX

- QuickQuotes

- WISE

- DMF

- Code-1 to Spectrum On-Demand

- EB Dynamic Decision

- EB Get On Board

- ESL Employee Stop Loss

- UL Customer Notification

- Oracle IPM

- Life remediation

- Life Customer Accounting

- MAX Mutual Authentication

- Oracle GoldenGate

- Oracle I/PM

- Life CAO Product Data Model

- Salesforce

- Salesforce Chatter Desktop

- WebSeal

- TrendMicro Anti-Malware

- PhishMe Triage

- BIT9

- Kcura

- Splunk

- IronPort

- Tipping Point

- Cisco SourceFire

- Symantec DLP

- Blue Coat

- DataPower

- Venafi

- BitLocker

- NetBackup

- Tanium

- NPUM

- CyberArk

- Firemon

- Splunk

- ArcSight

- SiteMinder

- PowerBroker

- FireEye

- Application Entitlements Management

- Encase

- KF Sensor

- FINRA Time Services

- NetScope

- OIA/OIM

- Enterprise Vault solution

- Clear Choice Advanced Malware

- LiveOffice Symantec

- Fortify

- HIDS/HIPS Trend DSM

- KF Sensor

- DLP

- QRadar IBM

- SkyHigh with IronPort

- Symantec EV File Connector

- TrendMicro

- Cisco Foundry5

- Wells Wire, BONY Wire, JPM Chase Wire

- Sales and Use Tax

- WebMethods

- Accruant LR8 CRE

- Hypervisor

- Analytics

- Cornerstone Learning Center

- Milliman

- Pegasus Cash Flows

- PremiumPro

- Eagle Viewer

- ECAPS Economical Capital Management

- Ariba

- GMDB Global Management

- Vortex

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