IT Services, Project, Portfolio Management

Douglas Sean Graham, PMP

**** ********* *****, *****, ** 75013 • 469-***-**** • ****.******@*********.***

IT SERVICES / PROJECT / PORTFOLIO MANAGEMENT OFFICER

Service and Technology Delivery Responsiveness and Organization Outsourcing Governance

Guiding Enterprise IT Standards and Performance in Alignment with Business Objectives

Improving customer satisfaction, systems availability and cost control with performance to exacting standards.

Confident, business focused technology project strategist frequently recruited to drive implementation of high profile

enterprise technology architecture programs and resolutions to service delivery challenges, with high praise for

inspirational and strategic leadership and business acumen. Creative, driven leader with expertise in implementing a wide

array of technology and service solutions across multi site and multi organizational platforms.

CORE COMPETENCIES

• High Availability Planning • Standards Development • Outsourcer Collaboration

• Business Collaboration Solutions • Competitive/Strategic Planning • Budgeting/Forecasting

• Technology Rightsizing • Matrix Team Management • Systems Management

Outsourcing team leader and collaborator chosen to lead high profile data center transition programs

Long term planner focused on creation of three year technology forecasts and infrastructure stabilization

Cutting edge strategist with experience in virtual private cloud implementation

PROFESSIONAL EXPERIENCE

PMO Sr Project Manager

Epsilon Marketing, Irving, TX June, 2012 – June, 2014

Lead multiple internal Data Center Operations and New Client Build programs, with primary oversight of infrastructure

delivery for the company’s Enterprise project portfolio across Epsilon and its clients, including multiple Fortune 500

companies. Provided governance of all project delivery processes and procedures, including project resource management

of Epsilon employees as well as several other 3rd party consulting partners.

• Within 6 months, introduced and implemented infrastructure delivery and operational turnover processes and

procedures designed to provide stable and reliable products resulting in increased product performance, reductions

in steady state product outages.

• Lead major program to transition service desk, deskside services and asset management services to a 3 rd party

outsourcing partner. Program included implementation of CA Service Desk, Service Catalog, CMDB and Asset

Management modules, designed to provide improvements in overall Enterprise ITIL based services.

• Lead several new client build projects to provide customers with top level marketing solutions.

PMO Portfolio Manager / Sr Project Manager

Energy Future Holdings Corp., Dallas, TX June, 2011 – June 2012

Douglas Sean Graham

Results-focused IT Management

Lead Portfolio Management of all Data Center Operations programs, with primary oversight of infrastructure delivery for

the company’s Enterprise project portfolio across EFH and its subsidiaries – TXU Energy, Luminant and Oncor, a $7B

conglomerate of energy providing companies. Provide governance of all project delivery processes and procedures,

including project resource management of EFH employees and EFH Outsourcing Partners, HCL and CapGemini as well as

several other 3rd party consulting partners.

• Within 6 months, introduced and implemented infrastructure delivery processes and procedures designed to

provide stable and reliable products resulting in increased product performance, reductions in steady state product

outages.

• Currently leading team to develop Enterprise infrastructure standards, templates and tools to provide stable,

repeatable, synchronized infrastructure delivery mechanisms with a goal to reduce project delivery timeframes by

20%

• Currently developing resource management tools and processes designed to provide resource forecasting for 6 12

month future periods.

Blockbuster Inc., Dallas, TX 1993 – June, 2011

Promoted throughout tenure to manage key infrastructure projects, taking primary oversight of all infrastructure programs

and management of global outsourcing relationships, plus leadership of Architecture and Engineering groups at $4B

entertainment provider with operations across 5 continents.

Director – Enterprise Infrastructure 2010–June, 2011

Lead matrix team of System Administrators, Engineers, Advisors and Project Managers providing enterprise architecture

and engineering of overall enterprise infrastructure solution designs, system management tools and enterprise

communication software as well as management of infrastructure programs and projects. Provide direction for

improvements in performance levels of the existing infrastructure and provide secondary level problem resolution and

support to Technology Services teams and Support Outsourcing Partners (including Data Center Support, Store Systems

Support and Microsoft BPOS services).

• Within one year, reduced data center support and management costs by nearly $500K.

• Led three year technology roadmap development program providing Executive leadership with clear

understanding of Enterprise Infrastructure direction.

• Initiated and provided leadership for several key infrastructure stabilization programs to ensure systems

supportability and security compliance across the enterprise.

• Led Virtual Private Cloud implementation program providing low cost, highly scalable, reliable and agile

environment for Digital Delivery testing programs.

• Provided governance for data center support transition activities including implementation of key system

management tools with focus on integration within existing ITIL v3 service management processes and

procedures.

Infrastructure Project Manager / Technology Tools Manager 2005– 2010

Led all Enterprise Data Center, Corporate Office and Retail Site Infrastructure Projects. Managed small to large cross

functional, cross departmental teams developing and installing new or enhanced system hardware and software. Managed

team of Support Engineers responsible for all application support aspects of system management, messaging and

Douglas Sean Graham

Results-focused IT Management

collaboration tools within the organization including Lotus Notes email system, MS SharePoint, MIIS and OCS

collaboration systems, BigFix system management, APM and HP Quality Center Performance Testing.

• Established process enhancements for project documentation retention resulting in reduction in time and

workload for audit required document retrieval.

• Chaired Committee to establish Corporate Standard Operating Procedures for all new Applications and Enterprise

Platforms.

• Performed as Infrastructure Lead on Committee to revise Corporate Standard SDLC requirements resulting in

reduction in total project life cycle time expectancies.

• Performed as Technology Owner on Enterprise Project Portfolio Team and successfully designed and

implemented new Portfolio management system using MS Sharepoint 2007.

• Acted as Lead liaison to Outsourcing Partner for Data Center Support for all Project requirements for new

Infrastructure and Data Center Support services.

• Managed all cycles of contingent workforce personnel provisioning for all Infrastructure based projects including

resource vendor negotiations, interviewing, contracting, on boarding, time and deliverable management and off

boarding of contingent workers

• Led application support and development team for Enterprise Technology Tools software, reduced escalation call

volume by 10% for Lotus Notes messaging system through enhanced documentation of processes.

High Profile Projects Managed

• Configuration Management Database Implementation

• Oracle Identity Manager Implementation

• Blockbuster Web Hosting Data Center Transition

• Citrix XenApp Implementation

• Migration of Email and Collaboration Suite from Lotus Notes to MS Exchange / SharePoint / OCS

• VMWare Virtual Infrastructure Implementation and Server Consolidation

• Enterprise Storage Expansion

Infrastructure Engineer / Support Lead 1993–2005

Systems Engineer and Project Lead for Blockbuster Retail Store and Distribution Center I/O Systems. Managed hardware

replacement project through all phases of project life cycle from budgeting and timing to quality assurance testing and

launch.

• Led deployment of Windows 2003 / XP Active Directory Infrastructure reducing labor costs >30%.

• Established implementation schedule and managed transition of retail Alphaserver platform hardware within a

three month period exceeding expected deadline by one month.

• Prepared and published installation methods, procedures and all support documentation for several Windows based

PC, retail peripheral hardware and LAN connectivity hardware transitions.

• Led software deployment design effort to >5K retail store locations resulting in overall cost reduction of 80%.

EDUCATION / CERTIFICATIONS

Highland Park High School, Dallas, TX 1986

Bachelor of Science in Radio, Television and Film, University of North Texas 1993

Douglas Sean Graham

Results-focused IT Management

Project Management Professional 2005 Present

ITIL v3 Foundation – 2006

TECHNICAL SUMMARY

Hardware:

HP Blade / G Series Servers

IBM X/E Series Servers / IBM/Lenovo PC/AT and compatible Desktops and Laptops

NetApp / HDS VSP Storage / Brocade / Cisco SAN

TCP/IP; RS 232 serial devices, parallel devices, 802.11x WiFi and Open Air Wireless RF Protocols; Monitors; All

Types Printers; Various LAN and PC networks; All Types barcode scanning devices

Software:

MS Sharepoint / MOSS 2007, MS Office Communicator 2007 R2 / Live Meeting, MS Identity Integration Services,

MS Office 97/2000/2003/2010, MS Project 98/2000/2010, MS Visio 2010

VMWare ESX, ESXi 4.1, HP Quality Center; Symantec/Veritas APM, Symantec CCS, Symantec EPM

Lotus Notes 7; Crystal Reports 8; Big Fix Patch Management; Hughes Enterprise Package Delivery

EIQ; VitalSuite / Smarts Monitoring System

Service Now Service Management System

Citrix XenApp / XenDesktop; Oracle Identity Manager / CA Service Desk

HP PPM Project Management

Operating Systems:

MS Windows Server NT, 2000, 2003, 2008

MS Windows 98, 2000, NT Workstation, XP, Windows 7, Win PE, MS DOS,

Some RHEL Linux/AIX/Solaris

Some VMS

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