Manager Service

ROBERT WONG

PROFESSIONAL BACKGROUND

Cloudreach – New York, NY

Project Service Delivery Lead 2016- Present

Project delivery Manager – led planning and execution for client engagements migrating to AWS services

Define, assess project scope, resources, schedule work plan and task board activities using Agile methods

Assure stakeholder alignment, cloud governance directives and change planning are synchronized

Manage competing priorities while adhering to deadlines, coordinating resource to ensure activities/timelines and document critical tasks deliverables are met

Manage and document project risk register and governance planning for impacts to continuous delivery lifecycle; ensure outcomes are achieved

Project tracking & reporting to clients for DevOps planned & budgeted resource reporting vs utilization

Escalation Manager for incident, problem, request and change management processes based on ITIL

Initiate Continuous service Improvement Plans (CIP) and tracking to remediate service process gaps

Facilitate Ops/DevOps changes thru 4 week sprints using JIRA Task boards

Developed transition program to migrate clients from fixed managed services to AWS services utilization consumption offerings

Certifications: AWS Partner Network:

AWS Business Professional – Jan 2016

AWS TCO and Cloud Economics-Jan 2016

AWS Technical Professional-Jan 2016

Eastern Computer Exchange – New York, NY

Senior Project Manager Consultant – Estee Lauder, Ann Taylor Enterprise accounts 2014-2015

Enterprise Sr. Project Manager for Estee Lauder, Ann Taylor accounts responsible for infrastructure projects totaling $1.1M

Manage infrastructure deployment and migration projects across EMC, VMware, Cisco Platforms for Eastern Enterprise clients across tri-state New York/New Jersey/Connecticut.

Initiate, plan, schedule project implementations with stakeholders, track budget, identify project risks, milestone and deliverables until project completion

Manage project risk & reporting, identify remediation planning

Certifications:

EMC Professional Partner certification 2015

EMC VCE Certified Professional Associate 2015

Citrix Systems – Parsippany, NJ 2013 - 2014

Senior Program Manager

Charged with implementing Customer Success Program for Citrix.

oLaunched global program for improving enterprise customer experience with Citrix products and services program for Citrix’s largest accounts

oAccounts managed included Morgan Stanley, Fidelity, Credit Suisse, Cigna, ADP

oLed team of four Customer Success Managers covering Northeast region

Microsoft Corporation- New York, NY 2012 - 2013

Service Delivery Executive

Managed multiple enterprise project engagements providing life-cycle consulting services to plan, transition and migrate client’s Exchange environments to Microsoft Office 365 Cloud Services. Successfully migrated several customer engagements from insurance, media, healthcare, public sector and university education totaling over 220k users to the Microsoft Office 365 cloud

Communicated with CXO level executives and their Directors stakeholders to establish migration planning strategies for moving their on- premise Exchange environment to Microsoft’s Office Cloud.

Guardian Life Insurance – New York, NY 2010 - 2011

Data Center Services Operations Manager

Led and managed Data Center Infrastructure remediation project to refresh the company’s 4 Data Centers.

oInitiated $6.5M Data Center & Facility upgrade project to primary enterprise 15k sq ft DC in PA replacing generator, PDU to N+1, HVAC cooling, cabling, revamped hot /cold aisle floor design achieving optimal high density server TOR design.

oEstablished infrastructure and application dependency mapping analysis for project WBS and critical path dependencies and risk /impact management

Initiated Service Now project using ITIL V3 Service Management framework

Launched PMO - Project Management Office for infrastructure projects using IPLC methodology

oImproved standards for change management process across 4 Data Centers located in NY, PA, MA, and WA sites by standardizing change control, adopting GRC (Governance, Risk and Compliance) processes

oEstablished operational and costs metric reporting processes.

oCompleted assessment of 5 Data Center site locations – resulting in 2 dozen Data Center operating (OPEX) metrics

oAchieved standardized monthly reporting for resource, capacity, change, problem incident tracking.

Achieved standardization of business continuity annual tests using PMP and service management disciplines.

IBM Global Services – NY, NY (1996 – 2009: Delivery Manager / Senior Manager)

Senior Delivery Manager / Business Development Executive 2007 - 2009

Successfully managed IBM’s Global Service’s first IaaS - Strategic Outsourcing contract with global financial services client-AXA Technologies across 7 countries (EMEA,APAC,US)

Achieved new business development revenue with multi-vendor partners. Won solutions in Data Center consolidation with Cisco DWDM networking, VMware Server virtualization, ISS network security and private Cloud services solution resulting in $10.5M new revenue from 2007-2009.

Engaged customer to establish a global Data Center consolidation strategy to a regional Data Center model:

oEMEA consolidated from over 10+ Data Centers down to 3 regional Data Centers in western Europe; North America/US consolidated from 5 Data Centers down to 2 regional Data Centers

oLeveraged VMware to reduce global server count from 10k to 3k servers in 3 years.

Matrix managed global delivery teams via PMO for client Data Center migration assessments.

oEngagement led to client data center relocation of their primary data center to GA region in 2008.

oSpearheaded Data Center relocation readiness assessment and risk mitigation strategy for this client prior to the Data Center move. Relocated customer primary Data Center (15k sq ft -NJ) to new colo-Data Center in Suwanee, GA.

oImplemented application dependency mapping baseline required for data center migration planning and readiness planning

Led private cloud infrastructure solution resulting in 550 IBM server blades for in-sourced cloud GRID project in 2009

Sr. Service Delivery Manager 2003 - 2007

Managed and grew senior client relationship and satisfaction 5 years in IBM’s first IaaS outsourcing global account- AXA Technologies-Worldwide

Managed P&L for $3M/year managed hosting services contract. Increased contract revenue growth 20-28%, reducing cost by over 15% for global financial services client:

Led “Infrastructure as a Service” contract service delivery for global client account.

oImproved customer’s services using ITIL Service Delivery standards in asset configuration, maintenance, incident and problem management processes.

oDeveloped private cloud GRID server provisioning infrastructure for accessing server capacity from 12 -10k servers using subscription usage based billing.

Application Development Delivery Manager 2001 - 2003

Middletown, NJ

Achieved outsourcing migration of AT&T applications to IBM offshore teams without impacts to project releases and within contract migration schedules;

Managed critical application releases using Waterfall methods and pre-Agile iterative 4 week sprints for critical function enhancements

Managed SDLC life cycle application development for outsourced applications with on shore/off shore teams US and IBM India teams consisting of 50+ FTE resources.

Data Center Hosting Services Delivery Executive, 2000 - 2001

Secaucus, NJ

Led IBM hosting Data Center web hosting services - Co-location to Managed services, defined Data Center Hosting operations readiness plan, opening multiple Data Centers within 9 months, staffed and hired for over 15 Co-location data centers.

Implemented ITIL service operations process procedures for Request, Incident, Problem, Change, Configuration, and Release disciplines for new managed services Data Center organization.

Defined and created new hosting offerings as part of IBM’s Product offering team which defined and grew collocation DC practice with standard service offerings

Network Services Delivery Manager 1996 - 2000

Newark, NJ

Managed outsourced network infrastructure operations team (12 FTE) servicing over 5k users across 20+ remote sites for largest healthcare provider in NJ- Horizon Blue Cross Blue Shield

Reduced problem tickets to less than 5% of total helpdesk problem tickets from previous 75% assigned to network group.

Planned and executed network migration to Cisco Catalyst network with ‘zero’ impact to service levels; resulting in $500K in cost savings per year in customer equipment lease and maintenance reductions.

EDUCATION

Business Administration, Bachelor of Science, State University of New York at Buffalo,

Buffalo, NY – Graduated

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