Management Manager

DENNIS G. AUCLAIR

Bristol, CT. *****

**********@*****.*** 860-***-**** www.linkedin.com/in/dennisauclair

SENIOR IT INFRASTRUCTURE MANAGER

Managing IT Infrastructure Operations to Cost & Schedule

Global Delivery Support Management Complex Project Management

Process Integration Client Relationship Management I Business Controls

Results driven professional in the delivery of IT operational support, business development programs and financial management, with a track record of building strong global and regional teams, implementing complex projects driving change and cost reduction while increasing business value. Experience includes all phases of business relationship development from initial engagement, project start-up, transition and transformation, to turnaround and rebuilding troubled programs. Quickly and effectively establish trust through strong interpersonal skills and delivering on commitments. Management Skills include:

Delivery of Strategic Business Innovation

Financial Management

Complex Project Management

Client Relationship Management

Delivery of Management & Organizational Structures

Process Integration & Business Controls

PROFESSIONAL CAREER EXPERIENCE

INTERNATIONAL BUSINESS MACHINES (IBM) 1996 – 2015

Delivery Project Executive (2003 – May 2015)

Regional Infrastructure Manager for Diageo N.A. responsible for the delivery of IT Service Projects for North America, Latin America, and Caribbean Basin. The Strategic Outsourcing (S.O.) agreement with Diageo placed North America as reporting into the IBM Global UK Team.

Infrastructure Transition / Transformation Accomplishments:

Managed the physical infrastructure relocation of the Diageo Data Center from Norwich Ct. to IBM Raleigh, N.C.

Transitioned the Customer Help Desk to India, showing a 60% Cost Savings.

Transformed the Distributed Platform Support, covering AS400 / UNIX / INTEL to a Global 24/7 Support Model increasing productivity by 20%, showing a 40% Cost Reduction.

Initiated a PMO Request for Service (RFS) Team comprised of seven P.M.’s to process addendum workload drivers, increasing revenue by 15%.

Transitioned the Diageo US Sales Offices, to an IT Hardware Break/Fix dispatch model using SLA’s to manage response times, customer expectations and reduce costs.

DENNIS G. AUCLAIR **********@*****.*** PAGE TWO

Infrastructure Delivery Executive (1999 – 2003)

Managed the infrastructure of the JPMorgan Chase, Credit Card Data Warehouse responsible for the delivery of business controls, organizational management, technical support and process documentation.

Created a Service Level Agreement (SLA) performance package that mapped directly to the Strategic Outsourced agreement.

Developed in conjunction with the Project Office a Program Management Processes (PMP) and System Management Controls (SMC) to ensure the account would successfully pass all audits, both internal to IBM and external.

Introduced a Certified Project Manager to the account team, to provide oversight to all submitted change requests against the Data Warehouse platform. This one activity dropped failed changes by 18%.

Conducted weekly on-sight reviews with JPMC, at Hicksville LI and NYC NY,

Service Delivery Manager (1996 – 1999)

Assigned to the UnitedHealth Care Account to standardize and formulate industry standard best practices against the UHC Customer Tape Processing activities. This specific area was accounting for a very high degree of IBM Management overview due to a lack of documented process.

Established a Tape Management Processing platform to properly identify and control UHC Customer Tape Handling.

Administered a Daily / Weekly review of all Tape Handling activities, focusing on a zero defect target.

Provided UHC with Monthly Measurements specific to Tape Defects in the processing of UHC Customer Tape.

Demonstrated statistical improvements using the Monthly Measurements during on-sight reviews at Unitedhealth Care, Hartford Ct.

Pratt & Whitney Remote Plant Infrastructure Data Center Manager (1981 – 1996 )

United Technologies, Pratt & Whitney Aircraft, East Hartford, Ct.

Data Center Mgr. and Network LAN/WAN Operations Mgr., supporting the Manufacturing Facilities, and Production Operations Infrastructure, at P&WA Plant Facilities. Responsibilities covered Hardware / Software / Support Staffs / Budget / Planning.

P&WA Manufacturing Facilities Managed :

P&WA Middletown, Ct.

P&WA North Haven, Ct.

P&WA Southington, Ct.

P&WA Overhaul & Repair, Southington, Cheshire & Meriden Ct.

EDUCATION

A.S. Computer Science, Northampton Junior College, Northampton, MA

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