Lindberg White, Jr. U.S. Air Force Veteran (honorable)

Career Objective

VP, Director or Senior Manager Level position with a Successful Organization, in IT/IS Management, Business Administration, Operations, Communications, Marketing, Applications Management, or Education opportunity commensurate with my 20 years of experience, education, and accomplishments.

Vidant Health, Information Services (IS/IT Project Manager, IS Service Desk Leader, ITSM Service Management Project Manager. Greenville, N.C. (Contractor) April 2016 - Present

Provides oversight and leadership for the Vidant IS Service Desk leading a team of Service Desk Analyst that provide technical support for Vidant Health 1000 Bed Hospital, Nine (7) Regional Hospitals, ECU Physicians and numerous Vidant Provider Clinics in Eastern NC utilizing Service-Now. IS Service Management Project Leader of the Imprivata Single Sign On Implementation “Tap & Go” Dual Factor Authentication for 15,000 associates. Executes major Incident Management processes, communicates with Vidant CIO, VP IS Technologies, and other IS leadership, providing clear and concise judgment and guidance during major downtime of Vidant applications and technologies that impede or degrade patient care. Serves as the “first” point of escalation for major and minor Incidents that affect our hospitals and clinics at all levels of patient care. Creates and executes project work plans. Ensures a level of high quality service to the customer's End users in line with all SLA’s and KPI’s. Utilize MS Project software to track and document projects and update status. Lead Third-Party Vendor Support Organizations and act as Liaison. Provide oversight for LAN/WAN. PM Leader of Imprivata Single sign-On implementation and “Tap and Go” program.

Provides leadership to ensure the IS Service Desk executes timely creation of tickets, and incidents from inbound calls and the Service-now Self-Service Portal following established processes and procedures to ensure success and prompt User/Customer and Patient Care support. Proactively monitors team queues and effectively categorizes, prioritizes teams work by urgency and impact in order to meet and exceed resolution timelines based on predetermined Service Level Agreements (SLA) using Service-Now.

Utilize Service-Now software suite to develop Incident, Problem, Request, Change Management, Project Management, IS Service Desk and SDLC business processes. Implement Dual factor authentication.

Sets priorities based on departmental needs as well as Vidant Health priorities. Effectively utilizes resources in support of Vidant Health and Entity mission. Convert VOIP systems from Avaya to Cisco Voice upgrade and establish protocols for VOIP and IVR Systems for IS Service Desk. Utilize ITIL principles and foundations to design and set-up VOIP Systems. Develop and implemented two-factor (dual security authentication) credential sign-on for hospital staff of 15,000. Obtained engineering certification in Imprivata Single Sign-On Dual Factor Authentication Security Credentials.

Daily is called upon to be a SME in the areas of Vidant ERP Applications, Service-Now, LAN/WAN technologies. Knowledge Management, Incident/Problem Management, Disaster Recovery processes, Training, Professional Development, E.H.R./Epic training and development, IS Service Desk functions/processes, and determines optimal solutions to complex problems. Coaches team members on problem solving techniques and troubleshooting techniques with ERP Applications of approximately 500 in number within the Vidant enterprise. Establishes various Training Programs, Epic/E.H.R., IS Service Desk Analyst Training, Go-Live Application/Clinic, Vidant and ECU Physicians applications to ensure transitions go smoothly and patient care is given the utmost priority and attention. Executes PM methodologies in Svc Mgt. SDLC Project Lead. Microsoft Office and Project experienced. Adobe experienced. Service Now Administrator. Utilize SAP Modules to conduct ISSM responsibilities.

Serves as Problem/Incident Lead during Major Vidant Health Downtimes for enterprise wide loss of systems, communication processes (telephones, pagers), network, disaster and emergency processes.

I.T. Project Manager & Service Desk Manager Pharmaceutical Corp. Jan 2012 – April 2016

Raleigh, N.C. (Various Clients – Consultant)

Serves as Senior PM IT Help Desk/Customer Contact Center, Web/Application Manager, and led 50 Analyst. Serve as IVR/VOIP Project Manager for Global Pharmaceutical Corporation in a 365 day 24/7 operation. Creates and executes project work plans and reviews as appropriate to meet changing needs and business requirements. Utilize Lean Six Sigma principles to review Help Desk process, procedures and best practices for intake. Lead agents in providing IVR technical support with 35K Monthly Call Volume. Convert VOIP systems from Nortel to Cisco Voice upgrade and as well as implement Service-Now training, and analyst development. Utilize ITIL/ITSM principles and foundations to design and set-up systems. Develop and implement two-factor (dual security authentication) credential sign-on for Pharmaceutical Organization. Obtained engineering certification in Imprivata Single Sign-On Dual Factor Authentication Security Implementation for Enterprise-wide security program.

Provide oversight for Customer Service and IS Service Desk staff ensuring 20,000 associates and customers are provided excellent User/Customer Service support. Provided oversight for all locations leading the efforts ensuring our customers receive a high quality of service as well as all End users in line with all SLA’s and KPI’s. Effectively applies Agile and Waterfall methodology and enforces project standards. Ensures project documents are complete, current, and stored appropriately. Focus on project opportunities and transformation initiatives ITIL process and implementation Automation in service delivery Resource management Employee retention, motivation and training focus on grooming people from L1 to L2, L2 to L3 within select timelines. Service-Now Administration, VOIP, client networks. Proficient with Visio, MS Project. Utilize SAP Modules to conduct departmental objectives and business.

Utilize Access Database/SQL System Server management and administration – SAP, Oracle, ERP, AS400, TCA, and Microsoft Office Suite proficient – Word, Excel, Access, Power Point Dame Ware, Citrix, Land Desk, LAN/WAN technology oversight and management. Outlook. Knowledge of Lean Six Sigma and Global Resourcing. SDLC Project Lead. Microsoft Office and Project experienced. Adobe experienced. Service –Now Administrator.

Effectively applies our PMP methodology and enforces project standards. Expertise on working on data metrics and working with customers onboarding new application support for Service Desk and Cloud applications. Acts as Liaison with Third-Party Vendors.

U.S. Department of Commerce (Census Bureau) - Operations Manager Aug 2009 –Dec 2010

Contract Operations Manager. Successfully manage the U. S. Department of Commerce Census Bureau operation. Lead staff of approximately 2800 positions and resources to carry-out office and/or field procedures to direct and control all operational functions, operational budget, resources, and personnel management. Proficient with Visio, Microsoft Office and Project, PPM Solutions.

Develop target marketing and communication strategies to advertise, promote, recruit, hire, train staff, as well as inform the public through ad displays, campaigns, television, radio, and print advertisement, and mailing promotions of the operation and encourage their participation and involvement. Oversee 17 county operations in Eastern NC. Draft and write SOPs.

Implement a team-based approach to lead a temporary staff of office and field employees through multiple levels to accomplish corporate metrics, production goals and meet quality standards. Enumerate all residences in 17 county operations in eastern N.C. Utilize PM Lifecycle techniques.

T-Mobile, Inc., Rocky Mount, NC May 2005-Jun 2007

Director of Operations Customer Contact Center - IVR Program Manager –

Manage a team of Call Center front line supervisors, team managers, and 1000 CSR’s in a Global 24/7 Call Center operation responsible for billing, customer support and services, sales, IT troubleshooting, complaints, service order issuance inquiries and validation of service order accuracy, and technical support services. Utilize project management and life cycle methodologies to problem solve.

Implement full lifecycle management. Implement and utilize PMP Methodologies. Process implementation and documentation skills utilizing Lean Six Sigma principles. Ensure Quality Control metrics met and exceeded by project life cycle methodologies and technologies. Utilize ERP Software to manage operations. Monthly Call Volume 50-60K.

Oversee P & L budget and provide management oversight. Lead HR, IT Administration, Training, and Quality Departments and manage IVR, VOIP, KIP, and other metric systems. Demonstrate and utilize Expert knowledge of Service Desk Metrics examples: Service Level Agreements (SLA), Key Performance Indicators (KPI), and Average Speed to Answer (ASA), Average Handle Time (AHT) and Analyze IVR. Utilize Avaya Voice System.

NC Public Schools, Edgecombe & Nash Counties Jan 2002-Dec 2011

Middle School Math Teacher, Exceptional Children Teacher, Special Education Behavioral Specialist & Crisis Intervention Trainer. Counselor, Group Home Behavioral Counselor

Glaxo-Smith-Kline Pharmaceutical Inc., RTP, NC (Glaxo-Welcome) Nov 1997- Nov 2000 Sr. Manager Logistics Services Operations and Finance

Develop and direct product marketing strategies in Logistic Services Stores’ product launches, merger, coordinated shipping, product movement, costs, sales and distribution of products with major worldwide carriers and 3rd party shipping vendors. Coordinate supply chain management.

Direct fiscal oversight of 100 million dollars, projects, operating and capital budgets, review financial statements, general ledger, capital assets, fund accounting operations reports.

Ensure all logistics operations were in compliance with FDA validation and Regulations.

Manage Warehouse Distribution Operations, Campus Mail, HAZMAT, Shipping/Receiving, and third party shipping and transportation vendors. Utilize SAP Modules in department management.

Provides successful leadership & oversight for IT Systems Administration and IT/Logistics Help Desk Call Center Support and Operations. Formalize standard operating procedures. (SOPs)

Education

MA – Organizational Leadership - Southeastern University, Lakeland FL. (2015)

MA – Christian Ministry Leadership, Luther Rice University, Ga., (2017)

BS – IT Electrical Engineering & Technology, Minor - Network Security ECPI College of Technology, Raleigh, NC (2018)

BA – Business Administration, Organizational Development – Ashford University, Iowa (2010)

Certifications & Course Completions – Project Management Professional, Lean Six Sigma, Help Desk Institute Call Center Support Manager, ITIL v3 Certified (2016), Imprivata (Single Sign-On/Two Factor Authentication Credentials) Certified Engineer (2016)

Vidant Health (Hospital) Spotlight Winner 2017

Leadership Experience – U.S. Air Force Honorable Veteran (Accounting & Finance Officer, Administrator)

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