David B. Alexander

Memphis, TN 303-***-****

adbrla@r.postjobfree.com

Senior-Level Operations / Service Delivery / Organizational Change

Program Management Project Management Team Development

Executive IT leader with expertise in all facets of IT operations, project management, quality and performance improvements, and service delivery within high-profile enterprise IT teams. Skilled in collaborating with internal and external stakeholders to improve customer relations and develop new business relationships. Instrumental in developing and implementing operational processes, maximizing team productivity, and driving contract success. Project Management Professional Certification and Certified SCRUM Master. Current ITIL Expert. Possess current Active Clearance. Technical proficiency in MS Office.

Data Center Management

Employee Development

Recruitment

Network Operations

Contract Negotiations

Continuous Improvement

Training & Development

Project Management

IT Operations

Systems Integration

Service Delivery

Governance & Management

PROFESSIONAL EXPERIENCE

GENERAL DYNAMICS, Fairfax, VA, Denver, CO 2004 – 2019

Service Delivery, 2013 – 2019

Secured FedRAMP laaS certification for the GDIT Cloud while staffing and leading the initial redesign and certification process in addition to 3 subsequent 3PAO audits.

Delivered 3+ consecutive years of higher Acceptable Quality Levels (AQLs) across 280 U.S. and 30 international locations.

Responsible for Enterprise IT: NOC, SOC, Srvc Desk and Field support and management of 350 personnel

Integrated the SDLC and Change Management processes to ensure operational focus was in congruence with long term strategy.

Reorganized staff to improve focus on the customer and improve financial performance, established metrics to measure improvement.

Orchestrated development of associated documentation and SOPs and initiated development of CSFs, KPIs, and SLOs.

Spearheaded improvement of Department of Homeland Security IT Operations and maintenance field support to reduce customer issues and improve field support focused on increasing customer satisfaction.

Developed field manager procedures and training with service organization philosophy mandate while restructuring management without loss of service.

Established best-of-breed procedures with checklists and site survey requirements earning special acknowledgement for team professionalism by client’s Special Assistant to the CIO.

Collaborated with the executive team to develop continuous improvement operations, Critical Success Factors, and KPI standards.

Oversaw transition from IBM contract including staffing model changes and change process training while achieving all SLAs during transition.

Diversified contract base through identification process and negotiations for potential Iaas opportunities by developing strategic client relationships and alliances with partner companies.

Pioneered shared services model with integrated IaaS to position company to win re-competes and secure new contracts with enterprise-level success.

Significantly improved vendor relationships with CISCO, NetAPP, VmWare and other Cloud Vendors.

Managed the transition to Remedy from a legacy CRM system

Program Manager, US Army Reserve & Other Enterprise IT Contracts, 2004 – 2013

Headed division with over 250 direct and indirect reports across IT enterprise services including Data Center Operations, Service Desk Specialists, Service Desk Managers, System Administrators, Systems Engineers and Architects, Applications Developers, Functional Analysts, Network & Security Architects, and others.

Overhauled U.S. Army Data Center (USAR) program to prevent loss and deliver 12% in revenue through rapid data center production installation and implementation of a sound PMO organization based on PMI principles.

Devised customer satisfaction processes and recruited high level IT staff to achieve re-compete after USAR and USCIS ITOM programs turnaround and transition from engineering focus to 24X7X365 operation.

Collaborated in critical role for $100 Million + contract with company-first contract re-compete through innovative bid strategy and high quality IT practices.

Managed IT Operations and Maintenance (ITOM) contract within the Department of Homeland Security achieving significant performance and quality improvements for enterprise IT operations delivery organization.

Consistently exceeded SLA and AQL standards and optimized customer satisfaction through improvements across field support, service desk operations, employee accountability, and communications operations.

Optimized transparency to increase positive client relationship with daily customer management calls and After Action Reports outlining operational issues, remediation, and prevention plans.

Presented contract updates to senior leaders, coordinated vendor discussions, and organized on-site meetings to increase business perception of operations responsiveness.

Managed the conversion of the Army Reserve’s legacy order writing application to .Net on time and within budget

Oversaw largest Anteon contract with the Army Reserve with P&L authority to produce 10% of company revenue.

Acquired Customs & Border Patrol contract with Alaska-based Chenaga Corporation partnership to develop regional presence and build business relationships. Initiated largest CA ERP solution on the Anteon contract with the Army Reserve after transitioning system from service desk vendor to Dell to drive positive support experiences.

Identified new site location and staffed 40 employees to launch Tucson facility for Customs & Border Patrol contract.

FEDERAL CIVIL SERVICE, Millington, TN 2001 – 2004

Deputy Director, Center for Career Development

Headed website design and launch of new resources and procedures to educate Navy personnel on military benefits and career advantages.

Established new service desk to facilitate member/spouse contact communication on benefits.

Recruited and developed 4 global traveling teams to optimize educational opportunities on Navy pension and salary value and coordinated with senior officers to communicate briefs on income value.

Received navy Superior Civilian Service Medal for team development of retention strategies.

EARLY CAREER

UNITED STATES NAVY, Commanding Officer (Ashore); Executive Officer (Afloat); Officer Recruiter

EDUCATION & CREDENTIALS

Master of Business Administration (MBA), Embry Riddle University

Bachelor of Science in Psychology, Ball State University

ITIL Expert, ITSM 33970.20435156

Project Management Professional (PMP) Certification, 481014, 2020

Certified SCRUM Master, 00598107

Contact this candidate