PROFILE

IT MANAGER

Business Transformation Management and Process Optimization

Accomplished IT Executive with demonstrated success managing key components of projects, communicating effectively with stakeholders, building and sustaining project team morale, tracking project metrics, and capturing and escalating risks and road blocks.

Expertise lies in managing a variety of IT projects, including Infrastructure, Application Development, Service Management and other ITIL related projects. Proven ability to supervise business solutions projects in support of quality assurance, security, performance, and stability.

The capability to interact directly with people at all levels throughout the organization.

A cross-functional leader who can lead teams by establishing the direction and motivating team members, creating an atmosphere of trust, leveraging diverse views, coaching staff, and encouraging improvement and innovation.

A strong background with analysis of complex system requirements and the creation of innovative solutions.

CORE COMPETENCIES

IT Project Management

Knowledge Management

Agile & Lean Methodologies

Change Management

Customer & Partner Relationship

Risk & Support Management

Project & Migration Plans

Business Intelligence & Testing

Enterprise Data Warehousing

Strategic Planning & Forecasting

DevOps Integration

Continuous Process Improvement

Problem & Incident Management

Quality Assurance & Control

Stakeholder Management

Software Development Life Cycle

Process Optimization

Database Operations

Sustainable Growth

Operational Excellence

Training & Development

Product Development

Portfolio Management

Gathering Requirements

SELECTED PROFESSIONAL ACCOMPLISHMENTS

Project Delivery with ITIL and Agile methodologies: Defined clear objectives and deliverables. Created and tracked project issues in JIRA/Rally for mobile, SaaS, and Web applications. Leverage ALM / Quality Center to manage test plans, scripts, execution and defects.

Bridging the Gap Between Manual & Automation Testing. Established and announced the role of the test automation team to developers and testers. Created a test survey and identified test automation opportunities. Implemented continuous process improvements for testing.

Application Test Plan: Define Test Methodology. Evaluated and examined test motivators and software framework. Defined the scope of the project. Identified suitable evaluation methods and applicable tools. Outlined the Testing framework.

Strategic Planning: End to End Operations / Support Management. Identified and prioritized existing issues encountered during migration of SharePoint and Outlook to 425,000 users.

TECHNICAL SKILLS & APPLICATIONS

Active Directory

Agile/SCRUM

ALM (Quality Center)

Autosys

Beeline

BI Reporting

Business Objects

Caliber RM

Data Analytics

Data Modeling

DB2

DNS

EDW/EDM

ETL (Extract, Transform, Load)

HP Service Center

HPUX

HTML

IVR (Interactive Voice Response)

Java

JIRA/Rally

KPIs

LoadRunner

MS Lync/Skype

MS Office

MS Project

MS SharePoint

MS TEAMS

MS Visio

.NET

NetSuite

Oracle

PC Imaging

Polaris

PowerBuilder

Primavera

QTP

Remedy

SDLC

Selenium

Service Now

SLA

SQL/PLSQL

SR Dash

Tableau

TCP/IP

TFS

Tosca

TSL Scripting

VMware

Waterfall

Web Services

Windows Server

WinRunner

Mainframe Systems (COBOL, CICS, JCL, Syncsort, VSAM, TSO, SPF)

PROFESSIONAL EXPERIENCE

MOBIUS PARTNERS, Houston, TX 05/17 – 01/20

Service Delivery Manager / Project Manager

Lead the development of statements of work (SOWs) using appropriate project staff that accurately represent the time and cost required to complete the service requested. Assist in sales activities required to clarify and sell SOW content to customers.

Project Manager responsible for delivery of multiple projects, each having diverse technologies, simultaneously for large global corporations of diverse industries.

Collaborate with project resources to create accurate and profitable project plans that are consistently on time, on budget and meet/exceed customer requirements. Choose project methodologies and communication plans that best match customers’ expectations for cost and leadership from Mobius.

Participate in the development of project staffing requirements and related interviews as required.

Manage resource tracking and forecasting of current and planned projects to ensure resources are not over-allocated.

Manage all tracking and resolution of project related time/schedules, issues, change requests and related escalations. Proactively provide status reporting and project communication to both internal and external project stakeholders.

Review and process all project related invoices submitted by contractors/partners for payment.

Managed large ExxonMobil test automation team that utilized Tricentis Tosca to test SAP and non-SAP applications.

Project Manager at CenterPoint Energy where responsibilities included the delivery of servers as part of Global Transformation initiative. Used HCM and OO to automate VM server builds of Linux and Windows as well as physical ESXI servers.

QA & Technical Solutions, Houston, TX 03/16 – 04/17

Senior Project Management Consultant

Provided Project and Quality Assurance management consulting services to clients by providing guidance and artifacts including samples that support all phases of project methodologies throughout project life-cycles.

N2N GLOBAL, Orlando, FL 04/15 – 03/16

Senior QA Manager

Defined and implemented QA practices that ensure applications developed are fully tested to avoid impacts to the user community.

Implemented to use of QA tools such as HP ALM within an agile development methodology to quickly and effectively identify, track, and eliminate issues detected during software validation. Utilized the use of Selenium testing tool for Regression testing. Implemented Change Management practices to ensure all testing was complete and signed off. Ensured all effected stakeholders reviewed upcoming changes to ensure awareness and transparency.

CAPGEMINI, Houston, TX 10/14 – 04/15

IT Project Manager – Consultant at Direct Energy

Managed on-shore/off-shore consulting teams responsible for delivering SAP solutions for Finance, Payroll, Business Intelligence, and Supplier Relationship Management (SRM).

Responsible for resource allocations, forecasting, budgeting, project schedules, invoicing all SAP Project enhancements.

HEWLETT-PACKARD, Houston, TX 10/06 – 05/14

Proactive Problem Management Lead (2012 – 2014)

Managed staff of ten Problem Managers that conduct root cause analysis (RCA) via data analytics of system incidents impacting the user community with objective of reducing support costs.

Led the roll out and deployment of Problem Management processes in line with HP work standards. Resulted in reduced annual support demand by nearly 39,000 hours and reduced ticket volume by over 35,000 both of which exceeded yearly defined stretch goals by more than 20%.

Member of the Change Management CAB committee that defined practices and procedures.

Problem Manager (2011-2012)

Solely responsible for identifying and resolving problems associated with key corporate services [Outlook, SharePoint, PC Encryption, Active Directory, and Security].

Partnered with the Product Managers to implemented enhancements to stabilize application environments, reducing yearly support demand by 28% and increasing business satisfaction

Customer Service/Support Lead (2008 – 2011)

Led the implementation of a worldwide Chat Support solution that provided users with an alternative method to get issues resolved.

Led project team in the development and implementation of a User Access Management (UAM) system. UAM enforced strict methods for managing system access based on requirements defined by Sarbanes-Oxley (SOX) Auditors. This system was integrated into more than 100 applications.

IT Quality Assurance Lead (2006-2008)

Managed test activities which include: design, develop and execute test strategies and plans; debug and troubleshoot; perform impact and gap analysis; monitor and instruct test resources on proper procedures to ensure team compliance. Implemented ALM and assumed Administrative role and conducted training classes with documentation.

Responsible for all QA tasks including data conversions, data migrations and applications retirements associated with the Enterprise Data Warehouse project (EDW) and EDW BI reporting using Business Objects.

WALT DISNEY WORLD RESORTS, Orlando, FL 04/00 – 06/06

IT Quality Assurance Manager

Established Quality Assurance/Quality Control guidance and best practices for a majority of Walt Disney World (FL) applications and Walt Disney Company’s affiliates such as Disneyland (CA), Hong Kong Disneyland, Disney Cruise Lines and Walt Disney Corporate.

Authored QA methodology to design and execute load and performance testing. Methodology further leveraged test automation to increase test coverage of many applications while significantly reducing required man-hours by 90%.

Managed two staffs consisting of 15 QA automation engineers that scripted Regression and Load/Performance test cases respectively using Quality Center (now known as ALM)

TRAINING & CERTIFICATIONS

Project Management Development (Project Management Body of Knowledge) – Boston University

ITIL V3 Foundations Certified – CSME

White Belt Certified – Six Sigma

EDUCATION

Bachelor of Science, Computer Science, Interdisciplinary Studies Concentration: Business Administration

Minnesota State University, Mankato, MN

IMPACT: Complete transparency of project status; use of methodology delivered consistency in deliverables and process, improved information to customers/users on aspects of service quality; increased employee morale with understanding of expectations.

IMPACT: Automated testing reduced the time needed to conduct a single test by more than two weeks with 90% less resources while providing consistent and more in-depth results; bug find rate; improvement in client retention.

IMPACT: Completion of application development projects in a timely manner and within budget constraints; streamlined operations.

IMPACT: Successful migration that minimizes user impact and significantly reduced support demand.

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