IT DIRECTOR

IT Director Continuous Improvement Program Manager Operations Director

Management Consultant Help Desk Director Production Support

Seasoned and multifaceted professional with experience in business consulting, continuous process improvements, change and project management, and help desk administration for IT organizations.

Qualifications Profile

Adept at conceptualizing and implementing enterprise-wide solutions and best practices as well as designing and executing world-class IT operations. Expert in bringing new businesses and developing growth tactics to ensure bottom-line results, profitability, and steady progress. Equipped with exceptional leadership skills in building and directing cross-functional staff to attain set-forth objectives. Armed with articulate communication and interpersonal abilities in establishing and maintaining positive working relationship with all levels of individuals.

Areas of Expertise

Production Enhancement

Cross-functional Coordination

Budget Forecasting and Administration

Employee Mentoring and Coaching

Cost Reduction

Root Cause Analysis

Vendor Management

Agreement Negotiation

Risk Assessment and Mitigation

Professional Experience

Jatembs Consulting, Kennewick, WA

Owner/Operator Jun 2017–Present

Provide hands-on oversight to the overall operations of the business, from ground up

Offer wide-ranging consulting services to different companies and organizations, with focus on IT operations, strategies, and service management

Career Highlights

Spearheaded the delivery of business consulting services for the following successful contracts:

oStrong-Bridge LLC in Seattle (a major communications company in Alaska): Served as business consultant, in charge of leading the transformation of multiple billing systems into one managed billing system; facilitating four dry-runs and dress rehearsals of launch activities; documenting lessons learned for application to subsequent iterations of project plan and approach; and accomplishing the project with no unexpected system outage and issues

oHope Medical of Washington in Kennewick: Efficiently functioned as interim executive director overseeing the entire medical and clinic operations; defining clinic’s mission and vision statement; administering funding and staffing levels; and assisting with selection and interview of candidates for permanent executive director position. Made substantial contribution in augmenting donation levels by 50%

InComm Digital Solutions, Portland, OR

Director, Production Support Sep 2016–Jun 2017

Provided expert supervision to the production support organization accountable for creation and operation of custom-developed software used for selling stored value cards as well as support of infrastructure, DBA, application, and desktop

Offered assistance to several Microsoft Windows operating systems and Microsoft SQL for all environments that included development, testing, and production

Worked collaboratively with the Production Support Team in overseeing all weekly deployments across test and production; research; resolution and escalation of all support tickets; as well as organization and response to all monitoring and alerting

Steered key efforts in negotiating operational-level agreements with all internal partners for production support

Career Highlights

Successfully transferred from Rackspace Datacenter in Chicago to QTS Datacenter in Suwanee, Georgia by transforming a terabyte of data and upgrading into Windows 2012 R2 and SQL 2016 systems without any occurrence

Implemented an IT-wide initiative that generated the first instance of metrics involving availability of services, root cause analysis of all problems, and internal customer satisfaction

Received MANGO awards with Production Support Team for outstanding customer service and effective delivery of services and projects

Pacific Northwest National Laboratory, Richland, WA

Senior Manager, Service Management and User Support Services Jan 2011–Aug 2016

Administered the service management program, help desk, lean IT program, Performance Assurance Office, and Service Center Billing

Led all affiliated laboratory of Battelle Service Management Community of Practice

Forecasted and administered $2M annual operating budget and $500K shared capital expenditures

Rendered guidance to over 20 member help desk, 4 member of the Hardware Support Team, 4 member of Performance Assurance Office, and 3 member of the Lean Program Team to guarantee attainment of IT organization customer expectation

Created and submitted presentations at the National Lab IT, IBM Pulse, and PNNL Industry Day conferences

Identified and executed key improvement opportunities such as problem management initiative

Career Highlights

Significantly boosted overall performance, efficiency, and productivity while cutting costs by conceptualizing and executing multiple service management initiatives

Developed and established continual service improvement program that based-lined, set performance goals, as well as enhanced and surpassed expectation for key performance indicators (KPIs) such as the following:

oService availability;

oMean time to restore service;

oMean time between service interruptions;

oChange success rate;

oFirst call resolution; and

oCustomer satisfaction and net promoter scores

Steered key efforts in attaining all-time highs for all help desk and USS key metrics that involved net promoter score and first call resolution notwithstanding staff and funding reductions

Enhanced help desk customer service through the launch of Reimagine and Reinvent Project

T-Mobile USA Wireless, Seattle, WA (1998–2011)

Senior Manager Jan 2009–Jan 2011

Oversaw and closely observed governance, strategy, and technical operations of Major Incident Management (MIM) and Service Continuity (SC) teams

Steered efforts in planning and coordinating $1M operational and $5M shared budget in capital expenditures

Led the development and deployment of policies, procedures, and best practices ensuring prompt major incident resolution and maintaining continuous enterprise-wide service

Offered solid leadership and guidance for two Service Continuity and seven MIM Team members focusing on first-rate 24/7 support

Organized various critical project missions and administered strict budget constraints to meet project milestones

Career Highlights

Succeeded in developing and launching ITIL-based training program generating more than 60 practitioner certifications and over 300 personnel certified at foundations level

Played an integral role in arranging and orchestrating numerous ITIL initiatives which led to substantial performance and efficiency improvement and costs reduction

Contributed key insights in implementing service management and CSI program, thus obtaining 99.999 and 75% progress to 5 9s goal and reducing human errors by 51%

Gained distinction for achieving exceptional T-Mobile Values Champion performance and 360 reviews

Constantly enhanced delivery times and service levels and minimized costs through strategic and cost effective technology utilization in aligned with set-forth organizational objectives

Earlier Positions Held

Program Manager, IT Service Management May 2007–Jan 2009

Senior Director, Application Management May 2002–May 2007

Director, Billing Operations Feb 2000–May 2002

Manager, Business Continuity and Disaster Recovery Nov 1998–Feb 2000

Earlier Career

JATEMBS Consulting

Owner/Operator May 1998–Nov 1998

Computer Science Corporation, Champaign, IL

Account Manager Sep 1994–May 1998

Conversion Specialist and Product Support Dec 1992–Sep 1994

Business Development Representative, Computer Sciences Corporation Feb 1991–Dec 1992

Cellular Information Systems, Denver, CO

Billing Manager Feb 1989–Feb 1991

Education

Bachelor of Business Administration § University of Montana, Missoula, MT

Professional Development

ITIL V3 Expert Certification

ITIL Practitioner Certification

Service Offerings and Agreements; Operational Support and Analysis; Release, Control, and Validate; Continual Service Improvement; and Planning Protection and Optimization

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