Information Technology Service

MICHAEL JEAN-BAPTISTE

I rving, TX ***** * 516-***-**** * m acel59@r.postjobfree.com

SENIOR INFORMATION TECHNOLOGY BUSINESS LEADER

OFFERING OVER 16 YEARS OF IT EXPERIENCE ACROSS VARIOUS DISCIPLINES OF INFORMATION TECHNOLOGY

Experienced in nearly all IT disciplines with extensive work within the areas of systems development, Infrastructure operations,

implementation and comprehensive End user support. Ability to foster tight-knit cultures across globally dispersed teams. Recognized

specifically for cost-effectively utilizing IT resources as a corporate change agent, with the ability to identify and remediate operational

issues via process automation, scalable technology, and cross-functional collaboration across the enterprise.

CORE COMPETENCIES

KEY ACCOMPLISHMENTS

• Merged multiple IT teams including technology and services from multiple acquired companies effectively reducing

reoccurring costs by $1million

• Introduced a BYOD program reducing overall corporate mobile budget by $130,000 annually.

• Managed the outsourcing of IT services as part of an enterprise ITO/BPO effort. Maintained all staffing levels, service levels

and morale while ensuring proper business expectations are met. Reduced recurring budget by $300,000 annually.

Recognized with Leader of the Quarter award.

• As project sponsor and manger, led the delivery of a comprehensive Service Management Program incorporating ITIL

practices, resulting in a 30% SLA improvement. Introduced a Self-service portal reducing staffing cost by $30,000 and

incident ticket volume by 20%.

• Developed a technology roadmap, to include lifecycle management, which ensured Infrastructure technologies and services

were secure, scalable, reliable and properly aligned with enterprise initiatives

• Spearheaded multiple datacenter migrations incorporating server and desktop consolidation and virtualization with

minimal business downtime while achieving a $5.7M cost avoidance in hardware, labor and consulting costs

EMPLOYMENT HISTORY

Coppell, Texas

Ocwen Financial (f/k/a Homeward Residential)

Director Information Technology Operations 2005 – 3/2014

Key member of IT leadership team formed from the merger of Homeward Residential and Ocwen Financial, responsible for Infrastructure, all

Support Services and strategy. Developed and successfully executed IT Strategy and plans to merge both companies to a single infrastructure.

Established governance and operational performance standards. Directed the transition of all business support services. Built, consolidated and

maintained multiple data centers across global locations. Developed multi-year strategy and model ensuring consistent service delivery.

Select Accomplishments:

• Responsible for operating budget of $70M to include capital planning, multiple cost centers, vendor services, and projects

• Realigned Infrastructure teams to support a culture of “right people – right place” operational model, resulting in a 20% staffing capacity

increase

• Established system capacity models and key performance metrics which were incorporated into a monthly comprehensive operational

review for governance of operational stability

• Project managed and sponsored the overall End User Computing initiative to migrate to Windows 7 platform

• Developed comprehensive End User Computing support matrix and escalation process and procedures

Homeward Residential formerly AHMSI (American Home Mortgage Servicing Inc.)

VP, Information Technology

Managed all infrastructure support functions with specific focus on improving service levels while reducing costs. Responsible for the build out

and development of infrastructure support. Accountable for all end-user services and overall customer satisfaction. Implemented key process

improvements, compliance controls and performance metrics to enhance operational efficiency and stability. Completed projects to consolidate

services between US and international offices as part of an offshoring staffing model. Merged staff and technology relative to the acquisition of

Option One mortgage.

Select Accomplishments:

• Partnered with application development executives to implement an enterprise SDLC program, establishing a controlled environment for

application and data governance

• Transitioned IT helpdesk from an outsourced model to a hybrid model, achieving a 60% save in annual budget

• Orchestrated IT infrastructure server consolidation and storage platform upgrades for over 50 TB of data and application systems

• Instrumental in corporate due diligence for performing the analysis of IT assets and personnel for the acquisition and integration of Option

One Mortgage, a large enterprise multi-site organization

• Directed the relocation and office consolidation of 1,000+ FTE from various US locations centralized to 2 Texas based corporate offices

• Upgrade server and storage systems to Cisco UCS hardware and Emc VNX enterprise storage arrays

• Introduced virtual desktop solutions incorporating departmental technology standardization

• Successfully managed a large-scale technology migration of the core mortgage servicing platform from LSAMS to MSP

• Ensured compliance of all Service Level Agreements listed in the Statement of Work from all outsource vendors and take corrective action

when required

First American Real Estate Tax Service Melville, New York

Coordinator, Information Technology 1997 to 2004

Partnered with senior management to review and analyze alternative solutions to systems and application enhancements. Provided technical,

system security and administrative leadership support. Worked with internal and external auditors to conduct and oversee technology

compliance audits and systems review. Managed all telecommunications aspects of the business.

Select Accomplishments:

• Launched the opening of the Northeast Technology Center including: site selection, business plan, and operating budget

• Responsible for the management of day to day operations and strategic projects to include, full operation of custom iSeries applications

• Managed the application development and associated environments for application deployments on custom applications

• Defined standards and procedures for operational support and monitored production performance trends; rendering recommendations for

improvements

• Delivered operational process improvements and automation resulting in $500k in annual cost savings

• Developed a comprehensive DR system recovery plan utilizing a Sungard co-location

• Implemented Information Security best practices and oversight within the organization to align with audit requirements

TECHNICAL SUMMARY

MS Office Suite, Visio, BMC Control M, Citrix XenApp, Xen Desktop, Symantec Altiris, Microsoft Active Directory, DNS, SCCM,

Applications Lync, Frontrange Service Desk, CA APM, CA Wily, CA Siteminder, HEAT, Solarwinds, SCCM, Oracle 10g/11g/12g Application

Suite

Operating Systems Windows XP/7/8, Windows Server 2003/2008, OS/400, ESXi 4, MAC OS X

Avaya, Cisco UCS, Cisco Nexus Routing and Switching, Citrix Netscaler 9.2/9.3 SDX/MPX/VPX, IBM iSeries, Dell Blade Server,

Hardware Infrastructure

EMC and NetApp Enterprise Storage, CA Introscope/Wily APM, Tandberg Video Conferencing

EDUCATION AND TRAINING

B.S. Information Technology (In progress) Expected Completion - May 2016

Arizona State University

Six Sigma Green Belt

Foundations of Management Principles

Leadership Essentials Management Program

Oracle WebLogic Advanced Administration

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