Manager Project

MITCHELL CLAVER

Plymouth, MN *****

763-***-**** *****@******.*** www.linkedin.com/in/mitchell-claver-3505056

IT TECHNICAL SUPPORT PROFESSIONAL

IT Management Executive. Subject matter expert at turning around at-risk contracts, meeting contract commitments, and delighting customers. Delivered services to customers in various industries, including Financial Services, Banking, Insurance, Industrial, Retail, Pharmaceutical, and Public Sector.

Proficient in vendor management and contract management, both as a vendor and managing other Vendors. Managed data centers and Infrastructure, including mainframe and distributed servers.as well as a Governance team member managing outsourcing contracts. Skill implementing disaster recovery for a major bank, leading benchmarking efforts and developing outsourcing proposals.

AREAS OF EXPERTISE

Customer Relationship Management Contract Performance Management

Deliverables, Overall Contract Management, and Vendor Management.

EXPERIENCE

Optum, Eden Prairie, MN 2013 – 2019

Operations Support Manger

Accountability for driving high availability results out of critical shared infrastructure and applications used by UnitedHealth Group and designated as most business-critical applications. Tier 0 infrastructure must consistently perform at 99.95% availability to support the overall availability target of the applications it supports. Provided both thought and technical leadership within and without Infrastructure Services. Served as the integration point for ensuring system health, problem resolution, and operational readiness activities are managed to the highest standards of operational best practices.

Provided technical operations and support to Health Information Exchange and Optum Data Exchange Core, both applications that enable health plans and clinical practices to better leverage the value of patient health data.

Ensure Operational Readiness of all applications supported and make sure they all meet or exceed their SLAs.

Princeton Information, Jersey City, NJ 2012

Consultant, Wells Fargo, St. Louis Park, MN

Negotiated new Master Services Agreements with vendors supporting the mortgage business, including terms and conditions. Worked with vendors and attorneys, as well as Wells Fargo Business units, Vendor Managers and attorneys.

IBM, Armonk, NY 1992 – 2012

Project Executive, Infrastructure Outsourcing Contracts 1998 – 2012

Managed infrastructure outsourcing contracts over $100M per year, supporting multiple platforms.

Target, Minneapolis, MN –$100M per year mainframe outsourcing contract. Major outage caused extended loss of mainframe. IBM Lab made recommendation on 7 projects to reduce impact of outages. Managed 7 target project teams to completion. Reduced Disaster Recovery RTO from 72 hours to 4 hours and RPO from 24 hours to 5 minutes as part of these projects. Met revenue and profit goals, significantly improving customer satisfaction. Lead for IBM Governance for managing contract.

New York Police Department, New York, NY – Accountability to a contract that provided server support, fiber network installation, and video infrastructure. Worked with new Project Manager, and provided oversight for the delivery of server and video infrastructure, met contract commitments and delivered major video camera roll out on time and under budget

Amgen, Thousand Oaks, CA – Vendor management, IT procurement and invoice outsourcing. Built a new team to manage IT procurement and invoice processing and developed new process and procedures. Reviewed Amgen IT contracts, identified contracts IBM was financially responsible for, renegotiate new terms and conditions, or other required changes to the Statements of Works to be consistent with polices, renegotiated price to be more favorable to IBM. Saved $8M in first year renegotiating contracts and moving them to IBM. Managed IT vendors for hardware, software, maintenance and services. For IT contracts Amgen was financially responsible for, managed an outsourcing team to provide procurement and invoicing services, to manage the contracts. Met contract commitments, improving customer satisfaction. Lead for IBM Governance team with Amgen IT, Amgen Procurement, and IBM managing outsourcing contract. FDA and HIPAA certified.

Ameriprise, Minneapolis, MN – Mainframe, server, desktop, and help desk. Managed the transition to separate Ameriprise from American Express, moving Ameriprise Servers from Phoenix to two existing IBM data centers. Managed a team of 53 project managers that handled new business to implement servers and applications to support the separation and growth. Member of Governance team with Ameriprise IT, Ameriprise Procurement, and IBM managing contract.

Thrivent Financial, Appleton, WI –$10M PC rollout project across the US. Replaced sub-contractor, hired team of experienced Project Managers, developed new process for rollout. Competed rollout, met contract commitments resulting in the customer pleased with results and legal action terminated.

Honeywell International, Tempe, AZ –$150M per year infrastructure outsourcing contract providing mainframe, server, and minicomputer support. Improved delivery, correct billing changed contract from losing $20M to making $10M per year. Member of Governance team managing outsourcing contract. Contract met profit, revenue and customer satisfaction goals.

Oklahoma City Public Schools, Oklahoma City, OK –$40M outsourcing contract upgrading school system network infrastructures, servers, and internet access into class rooms.

Cisco Systems, San Jose, CA – Laptop PC roll-out and upgrade to desktops across corporate offices.

New York Life Insurance, New York, NY –$30M outsourcing contract providing PC Support and Help Desk. Worked with customer to understand expectations and delivered commitments, significantly improved customer satisfaction and saved contract from cancelation.

State Farm Insurance, Bloomington, IL – $30M outsourcing contract providing large data warehouse and CICS mainframe support.

Additional IBM Positions 1992 – 1998

Delivery Project Executive Delivery of Outsourcing Contracts Technical Solution Manager

ADDITIONAL EXPERIENCE

Continental Bank, Chicago IL Director of Technical Services

EDUCATION

Master of Business Administration (MBA), Keller Graduate School of Management, Chicago, IL

Bachelor of Science, Business Administration (BSBA), University of Illinois, Champaign, IL

PROFESSIONAL DEVELOPMENT

ITIL Service Manager Certified

ITIL V3 Foundation Certified

PMI Project Manager Professional (PMP) Certified

IBM Project Executive Certified

IBM Project Manager Certified

VOLUNTEER AFFILIATIONS

World Community Grid

Builds computers and offers computer time for scientific research saving tens of millions of dollars for companies doing the research.

763-***-**** Mitchell Claver Page 2

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