IT Manager or Project Manager

IT MANAGEMENT

Summary

Over ** years of experience in IT Management, primarily in the Financial and Insurance Data Center Operations services, where ITIL best practices were followed and managing IT projects were one of my responsibility. Managed the day to day operations of international Data Center teams and managed multi-departmental groups. Project managed enterprise wide application and infrastructure projects. Experienced at writing performance reviews, career path mentoring and conflict resolution.

Core Competencies:

Data Center Ops Mgmnt

ITIL/ITSM best practices

Change Management, ITIL based

MS Office Proficient

Incident/Problem Management

DR & Bus. Continuity Planning/Testing

24/7 Operations Experience

ITIL Foundation Cert. V2

Continuous Improvement Process

International Staff Management

Budgetary Responsibilities

Customer Service as a Priority

Technical Project Management

Team Building Experienced

Multi-Site Departmental Mgmnt

Professional Experiences

Modis Inc./AIG, Amarillo

July 2014 - March 2016

Sr. Project Manager, Contractor

Last year, I completed a 20 month contract working for Modis Inc as a Sr. Project Manager, for their customer AIG Global Services, where I managed a set of projects where we combined 5 outdated and unsupported smaller enterprise faxing systems, from across the country, into a single large enterprise faxing system that was fully Internet based. Project Managed 4 concurrently active project teams of 10-15 technical and non-technical resources, 6000 users to move and 1.3 million pages of faxing each month to not interrupt, also 4 Telco companies were coordinate with during each of the projects.

Key Contributions:

Management of multiple related projects concurrently (full system development of project life cycle)

Experienced with Project Plan Development, Scope and SOW write-ups and project Execution

Ability to build strong relationships and work with people at all levels to solve problems and overcome obstacles

Effective at driving problem resolutions and facilitating risk management tracking.

Know when and how to effectively seek assistance to resolve problems quickly so as to keep projects on schedule.

Primary Escalation person as the multi-site SME for old faxing systems

Ability to effectively translate and communicate technical system design with all management levels

Experienced with coordination of internal and external resources, using cross-functional and shared departments, business and IT.

Create and present the appropriate updates and reporting to project teams, business partners and Management stakeholders.

Able to maintain proper change management processes throughout the projects

ACI Worldwide, Inc. Atlanta Dec 2008 – March 2014

ACI Worldwide powers electronic payments for more than 800 financial institutions, retailers and processors around the world, with its broad and integrated suite of electronic payment and bill pay software.

MANAGER, Data Center Operations Dec 2008 - Feb 2012

Managed an internationally distributed Operations Command Center, most of which I hired. My responsibilities ranged from work assignments that promoted cross-training of duties to developed and managed the department budgets and IT business relationships. Ensured that internal and external customers' issues were resolved swiftly to maintain customer satisfaction.

Key Contributions:

Grew the IT Operations department as part of the Division project to bring all the IT infrastructure and production application monitoring and incident escalation duties back in-house, after three years.

Responsibilities include staffing, customer service quality oversight and improvement, service desk process improvement, mentoring, coaching and training of the department's analysts

Helped develop the processes and procedures for the Help Desk calls received by my department.

Experienced with the hiring and training of the off-shore staff.

Successfully converted a Monday through Friday IT Ops department, with a staff of 7, into a Data Center Operations department that operated 24/7/365 and was manned by a staff of 21 people in 3 countries; US, Canada and India.

Led the project that implemented the hardware and tools needed to ensure all application and infrastructure monitoring.

Manager, Change Management Feb 2012 -Mar 2014

Transferred to the Change Management department to take control of the division's Change Management processes and day to day responsibilities, as a TELECOMMUTER for 2 years..

Key Contributions:

Enterprise Change Management oversight.

Developed the training material for the new Change management systems

Experienced in hosting international training sessions using teleconference and WebEx.

Experienced in documenting all the policies and procedures to maintain PCI compliance standards.

Chaired the change review meetings 3 times a week, produced meetings' agendas/minutes

First Data Corporation Amarillo, Tx 1999 - 2008

First Data is a global technology leader in information commerce and payment services processing for more than 5.4 million merchant locations and more than 2000 card issuers and their customers.

Director, Command Center Operations Amarillo, Texas May 2006 –Apr 2008

Primary functions included, but not limited to, Command Center Operations management responsibilities, Physical Security coordination for business site and Facilities oversight for the business site, SOX process owner for IT Operations. Ensured that standard operating and system security procedures were in place and being followed, this included the DR and BC plans.

Key contributions:

Lowered processing costs by as much as $250,000.Project Managed the consolidation of twenty customer-facing servers, databases and processes from a remote regional site to a primary corporate IT site

A member of the corporate IT Change Review Board.

Developed the strategy to increase the Data Center's After-Hours Technical Support functions from Level I up to Levels II and III, where by reducing the number of after-hours call-ins by more than half.

Consolidated the functions of Data Center Operations, Data Transmissions, Physical Security and Facilities departments under a single department without increasing the staff .

Manager, Computer Operations Amarillo, Texas Oct 1999 –May 2006

Developed and Managed an IT Operations department, where there was not one, that grew to a staff of nine Operations Analysts, with shifts covering 24/7/365. I managed and oversaw all the departments functions and processes, including coordinating all the work between the IT Operations and the other IT departments.

Key Contributions:

Hired, trained and directed a 24/7/365 Data Center operations department.

Responsibilities include staffing, customer service quality oversight and improvement, service desk process improvement, mentoring, coaching and training of the Data Center department's staff.

Developed the standardized processing documentation for the production's batch processing of our clients' daily ATM transactions.

Instituted policies/procedures, as well as implemented the tools needed to ensure servers, databases and Websites were monitored consistently and reaction to incidents were swift and the proper resources were contacted ASAP.

EDUCATION

Bachelor of Business Administration in Computer Information Systems

West Texas A&M University Canyon, TX 2000

Associate of Applied Science in Computer Science Technology

Texas State Technical Institute, Amarillo, Texas 1984

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