JEFFERY KEIGHLEY

**** ******* ***.

Marysville, MI 48040

732-***-****

Email acujrw@r.postjobfree.com

Service Delivery Operations Director

PROFESSIONAL HIGHLIGHTS:

Project Management:

PMBOK, Project Management Life Cycle (PMLC), Project Management Office (PMO), Agile

Forecasting and Budgeting, Scope and Project Cost Estimation

Tools: MS Project 2010, Clarity, ECMS, TCM, SharePoint, ITMS, MS PowerPoint

Technical Skills:

Infrastructure Service Operation Management

Exchange 2010/2013 Administrator

Lync and Office Communicator Administrator

SharePoint Administrator

Software Engineering: SDLC, Waterfall, RUP, Web Services, SDM,

Network Operations Center Management

Business Analysis: Use Case Analysis, Feasibility Study, GAP Analysis, User Acceptance Testing (UAT)

Languages: PL/SQL, PeopleTools & PeopleCode, JavaScript, COBOL, CICS, ASP.NET

CASE Tools: MS Visio

RDBMS / Databases: Oracle 9i, SQL Server 2005, DB2, MYSQL

Cisco, Nortel, Novell, Microsoft, Lotus Notes

Reporting Tools: MS-Access, PeopleSoft SQR

Office Tools: MS Office Suite 2010 (Word, Excel, Access, PowerPoint, Visio)

Operating System: Windows 7/Vista/XP/2000/ NT, UNIX

ERP: PeopleSoft Applications, HRMS, HCM, Benefits, Reporting

HTML, Java, JQuery, CSS

Information Technology Manager with 25 years plus experience across all phases of the PMLC (Concept, Definition, Planning, Implementation & Closing) across the SDLC phases (Inception, Elaboration, Construction and Transition) and excellent understanding of Requirements, Integration, Human Resource, Cost, Risk, Quality, Change and Configuration Management .

A first-hand experience in all aspects of IT Project Life cycle as Developer, Business and Project Analyst, Test & Quality Control Lead, Release Manager, and Project Manager in 20 years of an IT career that spread across financial giants like JPMorgan Chase and Bank of America companies like Tata Consultancy Services, Henkel, Technicolor, and Ciber.

Diverse industry experience includes Banking & Finance, Utilities, Government and Manufacturing verticals. Successfully applied commonly adopted processes and standards of Project Management in past 14 years of a Project Manager Information Technology Manager roles.

A genuine people person, disciplined work ethic and a ‘can do’ personality with a proven record of teamwork, leadership and customer satisfaction by delivering on time, on/under budget, and meeting client commitments with demonstrated ability to motivate team members to exceed established goals.

Management experience in project execution methodology, SDLC, PMO, and Infrastructure upgrade.

Successfully monitored SLAs, service provider deliverable and commitments, liaison among groups.

PROFESSIONAL SUMMARY:

July 2011 – Present

Tata Consultancy Services

Troy, MI

Senior Service Delivery Operations Manager / PMO Manager

Served as the Service Delivery / PMO Manager for OnStar Hosting and FCA (Chrysler). Have 15 direct reports on-site and offshore responsible for incident/problem management resolution and all hosting operations project management and Collaboration Technology Operations Management. Report key PMI’s and dashboard metrics to Executive Management. Handle SLA compliance and serve as business and operations escalation point for operations and incident management. Developed and staffed a full ITIL team from process and governance. Responsible for operational stability for patching, code updates, network upgrades, application stabilization, and proactive operational infrastructure improvements. Responsible for taking operational tasks through the complete change management process for approval.

Served as the Operations/Process Manager for General Motors Private Cloud Environment. Worked on a team that provided virtual server hosting for General Motors clients. Managed United States staff as well as Off-Shore resources.

Responsible for updating all the process documentation and creating and maintaining the SOW. Create and produce monthly account review reports that are distributed to General Motors and their customers for performance matrix. This also includes maintain and updating the Infrastructure Disaster Recovery Plan for the GM Private Cloud Data Centers.

Responsible for coordinating activities with GM customer to ensure their servers are built to specifications requested.

Ensure that the customer’s load balancers and firewall rules are configured as requested.

Ensure that the proper storage and backup of data is allocated by working directly with storage vendor and GM customers

Responsible for all communication to GM customers in regards to patching and hardware and infrastructure upgrades.

Ensure that URL and server monitoring is working and being distributed as requested.

Responsible for placing all service requests and assigning them to the proper technical teams.

Point person for Incident Management for the GM Private Cloud Environment.

Escalation point person for customer and application teams.

Responsible coordinating UAT testing for new and on-going deployments with the application teams and GM customers.

Responsible for updating GM Private Cloud Sharepoint to ensure all processes are up to date and followed.

Technical Project Manager responsible for the SAP and SharePoint deployment for General Motors in Milford, Pontiac, and Warren Michigan facilities.

Worked directly with finance specifically the CFO as the Project sponsor. Worked with various vendors such as IBM, EMC and TCS internal resources to ensure task were completed within the required timeline.

Responsible for project plan, financial reporting and clarity time tracking to provide executive updates.

Responsible for presenting all project metrics on a weekly basis to Executive Committee.

This project included all new infrastructures with pre-production and production in two data centers.

Responsible for overall management of our vendors EMC, IBM, and HP to ensure successful deployment.

Worked directly with the Application Team to ensure project deliverables and environments were delivered.

Responsible for DR and QA coordination.

Responsible for coordinating all failover activities.

Also served as an Incident Manager responsible for technical resolution for Alpha, Severity 1, 2, & 3 incidents for General Motors.

Responsible for documentation of incidents and producing root cause analysis reports for problem Management Review.

Worked directly with General Motors and vendors on incident calls through resolution.

February 2011 – July 2011

Genesys 10

Troy, MI

Technical Program Manager

On assignment with Bank of America. Technical Project Manager responsible for the Windows deployment for Central United states.

Responsible for project plan, financial reporting, WBS and team leadership. This is a 2.5 million dollar project. Utilized

30 contract desktop engineers to deploy the new systems. Managed overall health of the project as well as vendor contract.

This consisted of deploying over 18,000 desktops. Provided weekly status reports to upper management. Utilized Nexus and Clarity Project

Tools to accomplish this task.

Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.

Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.

Draft and submit budget proposals, and recommend subsequent budget changes where necessary.

December 2009 – February 2011

Pretech, Chicago, IL

Executive Recruiter/ Sales

Senior Recruiter specializing in information technology, healthcare, engineering, human resources, and finance. Accountable for sourcing, screening, and placing candidates.

Also served as the IT Manager in charge of escalations and incident management

Also, responsible for assisting clients develop business process innovations with cutting-edge outsourcing services.

Serve as a mentor to recruiting staff of 25 across North America to assist achievement of corporate goals.

Worked directly with the President of our division to acquire new business.

July 2007 – December 2009

TECHNICOLOR/Henkel

Livonia, MI

Information Technology Program Director

Program Director responsible for Data Center and facility expansion upgrade. This was a 2.5 million dollar project. Supervised all the enhancements to the Data Center. This included the addition of a generator, new UPS installation, complete virtualization of all servers, and new core network installation from Nortel to Cisco. Included training coordination with our Cisco vendor to Technicolor staff. Provided weekly status reporting to Upper Management. Accountable for budget and timelines. Manager our service provider contracts throughout the duration of the project.

Responsible for planning, scheduling and tracking of project milestones and deliverables using appropriate tools.

Plan, create and track budgets at the project and program level.

Worked and served as escalation point of contact for Network Operations Center (NOC) to provide a number of services to both customers and non-customers alike.

Installed a fully layered network. Served as the escalation Manage and vendor point of contact between Cisco and Technicolor.

Electronic Arts building opening in Redford, Michigan for launch of the video game “Rock Band.” This was a 1 million dollar infrastructure cost. The opening included ordering all the PC’s, setting up a network, installing a phone system, and completing a wireless installation. Responsible for distributing training material to 1,000 users at the facility. Installed timekeeping clocks. Worked with Loss Prevention to install security equipment.

Provided weekly status reports to upper management of both Technicolor and Electronic Arts.

Served as the intern Midwest IT Infrastructure Director responsible for Desktop and Infrastructure support.

Managed a staff of 15 Technicolor staff and 10 contract staff for Michigan and Tennessee.

May 2005 – July 2007

Henkel Surface Technologies

Madison Heights, MI

Regional Service Center Manager

Supervised the deployment of the Henkel Management System (HMS) Web Time and Attendance application with a $1.8million budget and four resources consisting of a Business Analyst and three developers.

The .Net application was developed in Microsoft Visual Studio and interfaces with PeopleSoft, Oracle v11i and Active Directory.

Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

Responsible for task assignments, status reporting and billable hours of the resources in Microsoft Project. Performed application reviews and resolved reported issues.

Managed conversion project from JD Edwards to SAP for the Central United States.

Managed our vendor contract with Hewlett Packard and Cisco. Served as escalation Manager and customer point of contact.

Developed test scripts for the Unit, System and Pilot testing phases.

Developed training materials to be distributed to over 2,300 users within Henkel’s business units.

Supervised the Active Directory deployment for the Central United States.

$1.2 million dollar budget and 12 resources consisting of Network Engineers and Desktop Support staff

Responsible for task assignments, line of business training, coordination of the order of deployment throughout the 12 plants affected.

Project Team responsible for post deployment support, user documentation and training.

Supervised the National Centralized Printing project. This had a 300K budget with 10 traveling resources provided.

Supervised the contract with partner RICHO to determine printer usage. Eliminated 80% of local printer corporate wide. Savings of 500K.

Provided status reports, budget information to all business unit leaders that included the CIO and CFO.

May 1998 – May 2005

JP Morgan CHASE

Detroit, MI

Vice President Project Manager/Infrastructure Manager

Managed up to 14 projects derived from service requests by the Lines of Business. The budgets ranged from $10,000 - $10 million with a range of 2 – 8 resources per project depending on the size.

Project requests consisted of deploying new and/or existing software applications to Line of Business workstations.

Developed Project Scope Documents and Project Cost Estimates and presented them to the Lines of Business to gain their approval.

Executed all aspects of the project by utilizing a system development lifecycle methodology (SDLC).

Completed courses for Cost Estimating/Expense Capture, Tactical Resource Management and Change Management Process Overview.

Managed the SWITCH Project Corporate initiative, which included upgrading existing desktops and laptops from windows 9x to windows 2000 and XP depending on the business request. Managed a team of 25 resources of FTE and Contract resources for the deployment. Provide pre and post deployment support to ensure smooth transition. Posted new workstation documentation to assist customers with the change. Provided problem management scorecard to business unit leaders to measure success of the project.

Analyzed all reports of the Corporate Trust division and surveyed the recipients to determine which reports could be archived to generation datasets, or deleted, or printed for hard copy filing. This reduction in report processing resulted in a 75% overall savings in monthly printing costs.

Managed Novell upgrade from 4 to 5. Responsible for sponsor approval, project plan, technical resources, UAT and end to end deployment.

Managed technical teams of analysts, designers, programmers, infrastructure and network engineers in analysis, design, development and implementation of Company applications.

Manage, develop and maintain detailed work plans, manage day-to –day activities and review work assignments with team. Manage project scope, including project deliverables, timelines, team responsibilities and expectations to project deliverables.

Ensure all aspects of business requirements and system requirements are gathered, analyzed and documented within PMI standards.

Ensure all aspects of business and systems requirements are completed from define phase through development and implementation.

Develop project schedule, budgets, success factors and metrics. Maintain key documents, reviews and signoffs. Utilize PMI methodology, processes and tools such as: project plans, program change requests, risks and issues, action items and status reports.

Determine, collect and publish baseline metrics for measuring success, quality, project cost, resource requirements, and development and testing budget.

Mentor Business Analysts, Project Managers and Project Coordinators in PM and PMO Best

Practices.

Hired originally as Infrastructure Manager in charge of infrastructure and desktop support for Southeast Michigan for campus and branch support. Managed a staff of 20 employees. In charge of hiring, performance appraisals, training, and career development.

August 1988 – May 1998

Ciber Inc

Dearborn, MI

Systems Analyst/Team Lead

On assignment with First Chicago NBD Bank. Year 2000 Project Manager responsible for Infrastructure and Desktop support for 500 users.

On assignment with First Chicago NDB Bank. Supervised Global Cash Management Help Desk. This included first and second level call resolution. Provide Service Level scorecards to the business leaders. Created end user documentation for Commercial Banking Software that was published and distributed globally.

On assignment with Ford Motor Company. Served as a computer operator and support analyst. Provided AS400 programming and support. Provided end user infrastructure and desktop support to 3,000 users.

On assignment with Ford Motor Company. Served as a move coordinator for the “Ford 500” project. This included relocating 2,500 users throughout the power train division within Michigan.

Enhanced job streams to run more efficiently, resulting in shorter runtimes and less resource usage.

Converted EasyTrieve report generating programs to COBOL II programs.

Modified CICS programs, online panels and batch jobs. Created reporting

measurements using Lotus 1-2-3.

TRAINING:

Network Operations Management

ITIL

Six Sigma Green Belt

Project Management Certification

Cisco Courseware Training

Certified Novell Administrator

Microsoft Certified Professional

AEP-IT Project Management

PeopleSoft Business Process Design, PeopleTools I & II, PeopleSoft HRMS, PeopleSoft Benefits

EDUCATION:

Bachelor of Business in Management - Almeda University

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