Manager Technical Services

Michael J. Regello ***** Shelbourne Rd, Perrysburg, Ohio 43551 • 856-***-**** • *********@*****.***

Summary

A passionate, detail-oriented technology management professional with extensive experience delivering enterprise-wide, mission-

critical services/solutions to the aerospace/defense, pharmaceutical, telecommunications, and disaster relief industries.

• Strong organizational, problem solving and communications skills in high-visibility environments.

• Ability to handle and follow through on multiple, simultaneous tasks while remaining focused on mission goals & timelines.

• Developed business-aligned, state-of-the-art technical processes to meet specific operational needs.

• Deal tactfully and persuasively with senior management/VPs, customers (military & civilian) and staff in face-to-face settings.

• Recognized and awarded by customers, managers, and peers for effective personal & team achievements.

Key Skills & Knowledge

Program & Project Management ITIL Competencies FoxPro Java

Customer Service & Relations Asset Management Office Productivity Tools Lotus Notes

Database Administration Availability Management MS Excel MS Project

Data Center Operations Capacity Management MS Outlook MS SharePoint

Service Desk Operations Change Management MS Visio

MS PowerPoint

Desktop Management Configuration Management MS Visual Basic

MS Word

Deskside Support Continuity Management Programming Languages & Tools Omnis 7

Operations & Support Incident Management Apache Oracle PL/SQL

Finance & Asset Capitalization Problem Management Ariba Pascal

Process/Product Validation Release Management Bash PHP

Resource Management Service Level Management SQL

BMC Patrol for Oracle

Supplier Quality Management Databases SQLPIus

BMC Remedy

Supply Chain & Logistics Oracle Enterprise Edition Operating Systems

C/C++

Vendor Management MS SQL Server Windows 8/7/XP/NT

Crystal Reports

Payload Interface Verification MS Access Linux/Unix/Solaris

DBArtisan

Spacecraft Assembly, Test, & Launch MySQL Mac OS X

HTML/CSS

Professional Experience

UNISYS – American Red Cross, Washington, D.C.

Service Delivery Manager (2012)

Implemented foundation IT end-user services (Service Desk, Desktop Management, & Deskside Support) for 35,000 users, and

deployed processes and resources for turnover to steady-state operations.

• Led Service Desk transition/“Go-Live” from client control to the managed services outsourcer.

• Identified requirements, acquired real estate, and established the Desktop Management lab.

• Reviewed and validated staff training credentials to verify compliance with FDA requirements.

• Developed billing procedures, validated service claims & mitigated disparities, billed the client and obtained approvals.

HEWLETT PACKARD – Nextel International Holdings, Reston, VA

Account Delivery Executive (2010-2011)

Managed delivery of data center, networks, security, service desk, desk side, desktop, audio/video, and telephony (VoIP) services

during outsourced transition/transformation.

• Provided market-level governance, project management oversight, resource management (internal & external), and led cross-

functional team of 15 engineers, technicians, and consultants at client’s corporate headquarters.

• Principle ITIL SME providing functional controls and direction as change manager, incident manager, problem manager,

performance manager, customer relations manager, and continuity manager.

• Supervised the successful 100% recovery of the HQ data center after full utility and backup power failure.

• Monitored & reported SLA performance and addressed gaps/issues in service delivery.

GLAXOSMITHKLINE PHARMACEUTICALS – Corporate/Research & Development, Philadelphia, PA

Database Administration Projects and Services Manager (2001-2009)

Delivered database hosting solutions for business-critical applications; provided DBA Service Desk (Tier 1/2) support; and

managed cross-functional teams performing ITIL-compliant services for global corporate divisions with over 95,000 users.

• Provided project management which included client interface facilitation, requirements identification, tasks/timeline definitions,

cost estimates, and resource allocation that leveraged 25 DBAs in 3 countries on 100+ medium & large projects.

• Drove a shared services hosting initiative that reduced data center costs by $500K.

• Developed Six Sigma-based metrics & created dashboards/reports that drove improvements in the availability of 1500 dbs.

• Chaired all quarterly customer service reviews that pro-actively addressed issues and feedback, and sustained customer

satisfaction at targeted levels.

Senior Database Administrator (2000-2001)

Created & maintained system & user accounts, tablespaces; established/reset passwords; scheduled/monitored backups;

installed/upgraded client software; performed troubleshooting, incident & problem management, and audits.

LOCKHEED MARTIN – U.S. Air Force/NASA, Cape Canaveral/Kennedy Space Center, FL

Payload Integration Staff Engineer (1991-2000)

Performed and managed the launch site verification of all flight and ground payload interfaces for 11 Titan IV launches, which

included various U.S. Air Force payloads, as well as NASA’s Cassini mission to Saturn. Security clearance: Secret/SSBI.

• Developed & performed verification processes which simultaneously supported 6 space programs, reducing staff requirements

by 66%.

• Collaborated with internal & external spacecraft and launch vehicle engineers to define verifiable interface control requirements,

verification methods, acceptance criteria, and milestones.

• Developed, deployed, and trained users on an evidence database management system application that reduced verification

cycle time by 75%.

• Produced 230+ certification data packages to support multiple readiness reviews for each launch.

• Designed & built a system that captured, stored and transmitted payload & launch facility HVAC data to remote engineers.

• Streamlined verification performance by developing mission-specific procedures for the USAF launch facility operators.

Staff Quality Engineer (1988-1991)

Chief QE supporting design/build of Launch Complex 40, as well as modernization of Launch Complex 41, Vehicle Integration

Building, and Aerospace Ground Equipment in an ISO 9001 environment. Supported contract definition; completed proposal

evaluations & design reviews, and performed Supplier Quality program reviews and process surveillance.

Senior Quality Engineer (1984-1988)

Led team of 7 Quality Engineers supporting manufacturing, assembly, test, and launch of the Magellan spacecraft (mission to

Venus) for NASA/JPL. Created inspection task plans; reviewed/validated manufacturing processes and test procedures;

performed root cause analysis and developed corrective action plans.

Professional Certification

• ITIL Foundation Certificate in IT Service Management, British Computer Society - Certificate No. 990011999 (2005)

• Material Review Board Certification, Martin Marietta – MIL-Q-9858A, NHB 5300.4, MIL-STD-1520A (1985)

Education/Professional Development

Oracle University, Boston, MA (2004)

Database Administration; Backup & Recovery/RMAN; SQL & PL/SQL

GlaxoSmithKline, Philadelphia, PA (2001)

GLP Computer System Compliance - BS 15000 (BCS), 21CFR Part 11 (FDA); GLP Managing and Participating in FDA

Inspections; GLP Basic Good Laboratory Practices

Eastern Florida State College, Melbourne, FL (1999)

Associate in Science, Computer Programming & Applications

Publication

• Author, "Product Assurance Requirements for EPC Contractors" (QMC-3000), Martin Marietta (1989)

Michael J. Regello - continued

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