Project Manager Service Delivery

Experienced IT Project Manager with a strong focus on security, service delivery, and client satisfaction. Proven ability to lead high-profile projects, collaborate globally, and prioritize tasks. Demonstrates superior verbal and written communication skills, with the ability to interact efficiently with technical teams and executives. Possesses strong technical leadership skills, with a focus on infrastructure. Mastery of MS Project, Word, Excel, Visio, ServiceNow and various reporting tools. Customer-focused, with a proven track record of exceeding expectations in project delivery.

Professional Experience

August 2016 to May 2024

Artech & Experis (contractor to IBM) – Tulsa OK

Security Project Manager

Responsible for the contract scope, budgeted profit/loss, contract schedules and customer relations for the assigned projects. In fulfilling this responsibility, organized and managed project execution according to established protocol. Focal point for customers, managing our relationship to ensure that customer expectations are met. Functioned as the project team leader and oversaw the actions required to enable our customers to be successful. Identified and took necessary action to reduce project risks, and to ensure that each project reached maximum profitability at completion. Inspired teamwork, high morale, constructively influence the performance of others in the security tower.

June 2015 to June 2016

IBM, Tulsa, OK

Security Portfolio Manager / Project Manager

Focal point to DPE and customer for projects within the tower Issues and Risk management Weekly status reporting to the client and executives. Vendor management Demonstrating strong leadership skills, project management experience, team building, and financial tracking.

April 2013 to May 2015

IBM, Tulsa, OK

Program Manager

Project Manager within the North America (NA) Patch Management Project Office providing support to all NA accounts serviced by GTS Services Delivery. Reporting to North America Executives as well as Global Program teams on a weekly basis. Working knowledge of the patch management / security advisory (APAR) requirements defined with the security documents governing Service Delivery accounts (ITCS104, ISeC, GSD331), the Global Patch Management Service Flow (Process), the Global Patch Verification (Patch Secondary Control) Process as well as the Global Issue Management Process. Including executive management presentations and leading SWAT teams for compliance reviews.

Dec. 2010 to Apr. 2013

IBM, Tulsa, OK

First Line Manager

Established strong working relationship with peers in India. Assisted with getting Command & Control issue raised with Global Delivery project resolved. Provided roles and responsibility documentation to account team for review in support of dedicated manager role. Provided effective feedback in response to India skills assessment conducted by India team. Assisted Financial Services account team in achieving CERS rating of 8 and agreeing to be reference account. Worked tirelessly to ensure a successful outcome. Demonstrated excellent attention to detail and expert technical knowledge throughout the process. Received significant positive visibility from Director and VP.

Jan. 2008 to Dec 2012

IBM, Tulsa, OK

Technical Services Team Lead w/ Project Management duties

Providing leadership and guidance to Unix and Intel Systems Administrators. Interpreting policies and practices, identifying and satisfying resource needs and ensuring achievement of business goals, oversight to maintain security and regulatory compliance posture, key contact with account team to ensure all service level agreements are met and customer satisfaction is maintained. Project Manager for all 'Request For Service' intakes.

Apr. 2003 to Jan. 2008

IBM, Tulsa, OK

Senior Systems Administrator

AIX and Sun Solaris Unix Administrator. RFS Team Lead, Unix Disaster Lead/Focal, Veritas Cluster Services Lead, On call Support, Problem Management, Change Management, Hardware and Software Installs, Procedure Documentation, Security Management, Server Maintenance & Management, Troubleshooting, New System Builds, Client Project Work, Disk & Resource Management, LPAR Maintenance.

Aug. 1988 to Mar. 2003

Amoco, Tulsa, OK

Network Operations Engineer

Ensure stable and reliable ISP network services (e.g. access products, service networks and core network). Day-to-day network performance monitoring. Network troubleshooting and fault analysis; hardware troubleshooting and repair. Trouble ticket generation and response; carrier interface and escalations. Deployment and maintenance of network monitoring, analysis and reporting tools.

Application of configuration changes via our change control systems and processes.

Installation of network hardware and software.

Participated in a 24x7 call out rotation.

Skills

Project Management, Disaster Recovery Planning, Risk Management, Vendor Management, Leadership, Team Building, Financial Tracking, System Access Controls, Patch Management, Security Advisory, Compliance Reviews, Technical Knowledge, Unix and Intel Systems Administration, Security and Regulatory Compliance, Service Level Agreements, AIX and Sun Solaris Unix Administration, Veritas Cluster Services, Problem Management, Change Management, Security Management, Server Maintenance & Management, Troubleshooting, Disk & Resource Management, Network Performance Monitoring, Network Troubleshooting and Fault Analysis, Hardware Troubleshooting and Repair, Network Monitoring, Analysis and Reporting Tools, Network Hardware and Software Installation, Configuration Changes, ISP Network Services

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