PAUL FAZZALARO

202-***-****

acyoc4@r.postjobfree.com

ITIL CONSULTANT/ SERVICE DELIVERY MANAGER/ SENIOR PROJECT MANAGER

QUALIFICATIONS PROFILE

Highly analytical, methodical, and forward-thinking professional with extensive leadership experience in, program management, Six Sigma methodologies, ITIL processes, technical support; as well as quality and process improvement.

Known for problem-solving and critical thinking skills in evaluating issues, formulating strategic process and procedures, and resolving complex situations. Adept at driving business development; managing and leading high-cost projects and programs; establishing information security operation concepts; and overseeing daily operations. Equipped with well-honed communication and interpersonal abilities in managing group dynamics, as well as in motivating, developing, and leading top-notch teams to accomplish set-forth goals. Additionally, I am both a United States of America and European Union citizen, which will assist in the growing challenges that exist within the global economy.

CORE COMPETENCIES

ITIL Process Creation and Management Program and Project Management

Release Management Staff Supervision Network Requirements Software Maintenance

Standard Operating Procedures Budget Management Client Relations

PROFESSIONAL EXPERIENCE

Tennessee Department of Children’s Services, Nashville, TN

DEPUTY DIRECTOR OF IT OPERATIONS/SENIOR PROJECT MANAGER 2014–2016

ENTERPRISE SERVICE DELIVERY MANAGER 2014

- Expertly supervise the daily operations of the following areas:

> Telecommunications systems operations and support

> Network systems operations monitoring and support

> Application server monitoring and support

> Management systems operations and support

> Systems security operations and support

> Production control operations and support

- Led efforts for the Information Technology Infrastructure Library (ITIL) methodology alignment by conceptualizing various policies and procedures, such as change, configuration, and release management; as well as information security policy and operations concept, and incident management

- Performed process and system audits that resulted in $500,000 budget savings annually

- Provided expert oversight to the remediation of 7500 server operating system (OS) security patches

Career Highlight:

- Received the State of Tennessee ITMA Award in 2015, in recognition for “Outstanding Information Technology Project Team”

Computer Sciences Corp (CSC)

Transportation Security Administration (TSA) Information Technology Infrastructure Program (ITIP), Arlington, VA

PROGRAM MANAGER PRINCIPAL LEADER / SENIOR ACCOUNT EXECUTIVE 2011–2014

- Drove business development efforts for the ITIP Enterprise Computer Refresh, “Performance Work Statement” submission which entailed updating 21,457 devices at 643 locations both contiguous United States (CONUS) and outside continental United States (OCONUS) in nine months, encompassing three months of planning and six months of deployment

- Formulated the performance work statement (PWS), project management plan, as well as communication and quality plan, along with all applicable project standard operating procedures (SOPs)

Career Highlights:

- Earned selection as program manager for the awarded contract in overseeing a staff of 95 which included the Project Management Team and Dell subcontractor technicians

- Served as the technical monitor for all project subcontractors on matters such as program budget, earned value, and forecasting which program to be completed ahead of schedule and under budget with a 75% increase over the bid profit margin; while also enabling CSC to gain a significant bonus based on customer satisfaction and program performance

- Acquired the Recognition of Individual Achievement in 2014 in recognition for completing multiple projects under budget and ahead of schedule

DEPUTY SPECIAL PROJECTS MANAGER 2010–2011

- Supervised the daily operations for the Special Projects Team and created custom project management processes for the Special Projects Group

- Rendered effectual support to the Security Team in developing the Information Security Concept of Operations

Career Highlights:

- Successfully completed various service improvement tasks which included proposal template creation, automated statement of work submission process with workflow and metrics reporting capability, procurement process optimization, and daily status reporting automation

- Drove efforts in spearheading all phases of the project life cycle from execution to project closeout by submitting 98 proposals with 79 authorized for a value of $2.1M base year and $5.3M option year 1

- Received the President’s Award in 2011 in recognition for “Excellence in Process Improvement”

- Earned reputation for subject matter expertise, thereby being appointed as a “Red Team” project manager to manage and turn around underperforming projects

CSC/DoDDS-E, Germany

SERVICE DELIVERY MANAGER 2010

- Fulfilled various duties and performed simultaneous transition of service delivery management roles

- Facilitated the award of uncontested equitable adjustment by diligently performing contractual obligation and recording scope deviations

Career Highlights:

- Oversaw the daily operations of 80 field service technicians, 11 engineers, and technical leads which supported approximately 35,000 IT devices for the Department of Defense-dependent schools; and Europe administrative offices and schools (81) located in Azores (Portugal), Bahrain, Belgium, Germany, Italy, the Netherlands, Spain, Turkey, and the United Kingdom

- Ensured that services were delivered in accordance with CSC’s cost profile and contractual requirements

- Consistently enhanced cost and service performance by leading service improvement teams, organizing workload and staffing forecasts, and assessing candidate selection for functional areas and departments

- Improved strategic position of CSC within the program by defining new business opportunities

CSC/Logistics Modernization Project

DEPUTY CLIENT SERVICES MANAGER / FIELD TECHNICIAN SENIOR ASSOCIATE 2003–2010

- Administered various projects throughout the northeast region which included standard operating environment (SOE) development, security, encryption deployment, and a 3,000-device PC upgrade across four states

- Formulated and established a service improvement council to boost customer satisfaction

- Served as technical lead for 17 field technicians throughout the NPS northeast region, aiding client services manager in integrating operating and personnel budgets while offering backfill support for the northeast region managed desktop services manager

- Provided lead technical support and service for hardware and software issues to various CSC federal defense accounts and securities issues for NIPRNET workstations and laptops on the LMP project

- Directed GPO development for new workstation and laptop platforms in the NIPRNET environment and conceptualized an instructional documentation and training for existing and new hardware and software applications

- Offered active directory management and support in stimulating server maintenance and network requirements for the Fort Washington site

- Took part with the assessment and establishment of the current and future account-specific technical standards

Career Highlight:

- Received the Award of Excellence in 2006 in recognition for superior customer satisfaction and contract fulfillment

EARLIER CAREER

CSC/ETS, Ewing, NJ

SERVICE DELIVERY COORDINATOR SENIOR PROFESSIONAL/

WORKFLOW COORDINATOR/TECHNICAL SENIOR /CLIENT ORDER FULFILLMENT

Educational Testing Service (ETS), Ewing, NJ

SENIOR HELP DESK COORDINATOR

CHMC/Condor Inc., Langhorne, PA

HELPDESK MANAGER/HARDWARE TECHNICIAN

EDUCATION

Specialized Clinical Technician

GPA: 4.0 ITIL Instructor

Star Technical Institute, Lakewood, NJ

PROFESSIONAL DEVELOPMENT

CompTIA Security+

ITIL Expert(Axelos)

Six Sigma Lean and Green Belt Certification

Certified Associate in Project Management

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