Service Delivery

Ralph Johnson

**********@*****.***

www.linkedin.com/in/ralphkjohnson/

305-***-**** (Cell)

CONSULTANT

Delivery through Personal Performance and Leadership

PROFILE

Highly experienced IT Professional with a record of developing and supporting successful high ROI IT projects and solutions incorporating a wide range of applications and technologies. Consistently recognized and tasked to improve organizational effectiveness and efficiency through leadership that aligns the business processes and IT infrastructure to realize cost savings, accelerate performance, and sustain strategic flexibility.

A welcome addition to any team, with a demonstrated ability to deliver highly critical projects with tight schedules and budgets, willing and able to function in any role necessary to ensure project success and on-time project delivery. Results-driven IT Professional who has successfully directed multiple cost-reduction projects.

Trusted partner with senior management on all areas of IT management, recognized for developing and implementing innovative solutions to meet the needs of complex business challenges. Expert at quickly and successfully responding to ever changing environments and situations, known for a high degree of customer service, level of enthusiasm for effecting business success, and systemic thinking.

Confident, highly energized, effective, and persuasive communicator with strong interpersonal and communication skills. Detail- and results-oriented with a proven ability to demonstrate flawless execution, and implementation of innovative strategies. An analytical and strategic thinker with the highest professional standards and personal integrity.

CORE COMPETENCIES

Performance Optimization • Process Improvement • Change Management • IT Strategy • Team Development •

Configuration Management • Infrastructure Development • Client Relationship Management •

Training • Systems Integration • Project Management • Team Leadership •

Global Delivery • Software • Mentoring

PROFESSIONAL EXPERIENCE

Sungard Availability Services SR. Service Delivery Executive June 2015 – Present

Owner of the end to end client experience for Enterprise customer accounts. Accountable for client satisfaction. Ensure that we are living up to terms of our contract and exceeding client expectations. Manages all billing adjustments and makes sure that the invoices contain accurate data while managing the client contracts. Drives the activities of all partner organizations impacting my clients. Manages executive relationships both internally and externally.

Verizon Enterprise Systems Service Delivery Manager December 2011 – June 2015

Account Manager on a financial account. I am the primary interface to a CIO for 24/7 support of a high-volume, high availability Sun Solaris trading platform. My responsibilities include P&L, strategic planning, team leadership, business development, IT operations management, delivery management, problem escalation & resolution, and customer relationship management. I also work with the sales team on contract renewals and growth opportunities.

Hewlett-Packard Service Delivery Manager May 2007 – January 2011

Subject-matter expert accountable for Midrange systems for over ten clients for the Tulsa Datacenter. The team consists of System Administrators, Storage Administrators, DBA and BUR resources.

Successfully represented the Datacenter on new deals that involve the Midrange environment. Oversee the financial outlook for multiple areas.

Effectively handled clients from various industries that include the Transportation, Government, Energy and Communications industries.

Team members are located all over the United States, India and South America

Successfully managed a $5,000,000 annual budget.

Electronic Data Systems Service Delivery Executive September 2004 – May 2007

Leader accountable for the day to day delivery of all Infrastructure services to US Airway, SLA reporting, problem notification and resolution, financial and budget accountabilities, and change control. These accountabilities include mainframe systems, midrange systems, and desktop environment, helpdesk, and network systems.

Managed a team accountable for the migration of the new reservation system for US Airways.

Accountable for all infrastructure delivery to the airline.

Reduced number of severity outages for US Airways as well as managed P&L statement.

Trained and mentored three employees to become IT leaders within EDS and HP.

Successfully managed a $6,000,000 annual budget.

Electronic Data Systems Application Delivery Manager September 2002 – September 2004

Accountable for all delivery issues pertaining to Continental Airlines for the Miramar Solution Centre. Interacted with application team members, the EDS Account Team and with the customer.

Accountable for the project management team, the billing of resources to the account team

Ensure that problems were resolved quickly.

Part of team that managed center achieving GSMS/CMMI level 3.

Managed 100 onshore resources.

Electronic Data Systems Client Delivery Executive August 2000 – September 2002

As the Client Delivery Executive I was responsible for all work pertaining to CIT (a financial services company) and was accountable for the loan origination system consisting of consumer loans, dealer loans and wholesale loans. The system was a real-time TPF mainframe system that had many interfaces including both web enabled systems and batch components.

Successfully forecasted the projects financials and maintained the margin on the account. Focal point for all issues, communications and requirements gathering to and from the customer.

Effectively managed all resources and their work as well as was being responsible for the daily needs of the customer and the long term needs of the account.

Successfully managed a $1,500,000 annual budget.

Eastern Airlines Information Specialist January 1991 – August 2000

Key leader tasked with defining and managing resources for each task on the CIT account. Ensured each project was completed on time and within budget. Interfaced with the customer to obtain requirements, sign-off and changes for each project.

Led the application migration effort when the mainframe was migrated from Miami to Charlotte.

Effectively kept management informed to project status.

Project manager where I used SDLC Methodologies and PM2 Methodologies.

EDUCATION

Pace University

Bachelor of Business Administration

Management Information Systems (MIS)

New York, NY

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