Chris Ojennes...

Colorado Springs, CO • 719-***-**** • adg764@r.postjobfree.com • www.linkedin.com/in/chris-ojennes-a8610122/

Versatile Technology and Service Delivery Executive and Change Agent who drives continuing improvement in IT and business performance through the timely delivery of large-scale, high-priority, mission-critical projects. A creative customer solutions architect and take-charge project leader who leverages a deep technology background and proven leadership in the military and private sector to build and lead high-performance teams that raise the performance bar for engineering, operations and service delivery on a global scale. A quick study in emerging technologies who effectively translates business needs to technical audience and optimizes data availability and utilization to clearly demonstrate technology’s value as a strategic partner to the business.

Driving and Managing Change: Effectively provided seamless service delivery to Galileo customers for nearly two decades as ownership of the product and service changed hands several times and data centers were moved from New York to Denver to Atlanta. Played a pivotal role in operations consolidations that improved efficiency and lowered costs while enhancing the customer experience.

Leading World-Class Teams: Adept in developing and empowering high-performing, global, virtual teams and fostering continuous improvement through mentoring. Planned and directed the efforts of as many as 150 technical professionals (including engineers) in both insourced and outsourced ITSM service delivery models.

Improving Productivity and Efficiency: Planned and directed numerous new server and network infrastructure initiatives. Stabilized and standardized the infrastructure environment. Implemented processes to fill gaps in new authentication methods. Consistently optimized Issue Discovery, Mean Time to Recovery and Systems Availability while creating highly stable operating environments.

Building High-Performance Systems: Spearheaded development of PaaS and ITSM systems compliant with ITIL best practices. Developed platforms for Asset Management, Configuration Management Database, Server Build Automation, Network Automation, Storage Automation, Access Automation, and other automation. Filled gaps in authentication methods by implementing processes for audit tracking, problem and change management, performance monitoring, support procedures and escalation procedures.

Core Leadership Skills

Customer Solutions Architecting

Technology and Service Delivery Management

Business Transformation Change Management

Project Management ITIL ITSM PaaS

High-Performance Team Building Training

Large-Scale Technology Migrations

Budgeting P&L Management

Technology Integration and Implementation

Qualitative and Quantitative Analysis

Troubleshooting Crisis Management

Requirements Planning and Documentation

Systems Stabilization and Standardization

Server and Network Infrastructure

Distributed Environments

Optimizing the Customer Experience by Aligning Technology with the Needs of the Business

Travelport, Denver, CO 2007 – Present

Travelport is a $2.5B provider of broad-based business services and critical transaction processing solutions to companies in the global travel industry. Travelport powers transportation on a global scale by connecting buyers and sellers of travel in 160 countries.

DIRECTOR OF DISTRIBUTED SERVICES (PAAS IMPLEMENTATION AND MAINTENANCE), 2018 – Present

Deployed to leverage lessons learned in developing an ITSM system to direct the implementation of PaaS 2.0 (OpenShift) across Azure Regions (US, APAC, EMEA). Drive development of a PaaS delivery system, from request to delivery through automation, while serving as a key member of the Travelport management team. Lead CI/CD tooling for contained applications, as well as security scanning, monitoring, capacity and performance maintenance. Prioritize and coordinate work efforts between multiple requests, teams, and organizations.

DIRECTOR OF DISTRIBUTED SERVICES (SERVICENOW AND ORCHESTRATION), 2016 – 2018

Deployed to build and lead a distributed services organization tasked with supporting the integration of ServiceNow, a cloud computing company recently acquired by Travelport. Planned and drove delivery of an IT Service Management (ITSM) system compliant with ITIL best practices.

Building the System: Directed development of an ITSM delivery system, from request to delivery through automation. Developed the platform for Asset Management, Configuration Management Database, Server Build Automation, Network Automation, Storage Automation, Access Automation, and other automation.

DIRECTOR OF DISTRIBUTED SERVICES (AGENCY LINE OF BUSINESS), 2015 – 2016

Deployed to Manage the Infrastructure Line of Business for the Agency products. Prioritized and coordinated work efforts between multiple teams and organizations, while serving as a key member of the Travelport management team tasked with optimizing the support of traditional brick and mortar travel agencies as well as an increasingly large portfolio of online travel services.

DIRECTOR OF DISTRIBUTED SERVICES, 2007 – 2015

Retained by the Blackstone Group to serve as a key member of the Travelport management team following Blackstone’s acquisition of Travelport from Cendant in 2006. Managed a global distributed Linux server environment, supporting 8,000 servers, and 60,000 travel agencies/online reservation systems in ~70 countries. Implemented and tested all distributed environments and new technologies, while prioritizing and coordinating work efforts between multiple teams and organizations.

Managing Change: Provided seamless service delivery to Galileo (Travelport) customers following its acquisition by the Blackstone Group in 2006 and its merger with Blackstone holding, Worldspan, in 2007. Planned and directed a move of The Galileo system from Denver, Colorado, to the Worldspan data center in Atlanta, Georgia in 2008. Led the migration of multiple distributed systems supporting traffic from Priceline, Orbitz, Cheap Tickets, and ebookers. Consolidated 1,000 servers into a single, central data center and reduced FTEs by 50.

Leading a High-Performance Delivery Organization: Managed 16 engineers in multiple locations, providing steady-state support of 1,500 servers, including OS support for Linux, AIX, IRIX, Windows (W2K, W2K3), Solaris, and HP-UX. Vetted the efforts of as many as 150 indirect reports in multiple locations in the US and Italy.

Changing Support Models to Streamline Operations, Lower Costs and Improve Service Delivery: Spearheaded the insourcing of the distributed environment from IBM to Travelport. Led 100-member team across multiple towers, that successfully transitioned support from IBM to Travelport.

Improving Performance: Planned and directed numerous new server and network infrastructure initiatives. Stabilized and standardized the infrastructure environment. Implemented processes to fill gaps in new authentication methods, including audit tracking, problem and change management, monitoring, support procedures, and escalation procedures.

IBM, Denver, CO 2002 – 2007

IBM is a $96B multinational computer, technology, and IT consulting corporation.

SERVICE DELIVERY MANAGER, 2005 – 2007

Promoted to guide delivery of hardware and software support for internal Cendant clients in industries including Travel, Real Estate, Hospitality and Auctioneering. Effectively leveraged emerging technologies to optimize service delivery. Provided strategic leadership by creating technology roadmaps utilized in strategic account planning.

Optimizing the Customer Experience: Served as key member of the account management team, interfacing with senior management to review performance reporting packages, identify trends, and manage KPI compliance at Cendant and some of its companies, including Galileo (Travelport), Realogy (Century 21, Coldwell Banker), ERA, Sotheby’s, Avis and Budget Rent-a-Car, Wyndham Worldwide, and Trilegiant (Affinion Group).

Leading a High-Performance Delivery Organization: Vetted the efforts of 50 indirect reports, while serving as Project Manager in a number of projects with costs ranging from $10K – $1M. Coordinated changes between multiple technical teams in highly critical environments to optimize the placement and utilization of talent, and quickly resolve crisis/outage issues with customers, IBM, and appropriate third parties.

Improving Performance: Conducted post-incident reviews to accelerate recovery time. Identified and resolved chronic issues to optimize issue discovery, mean time to recovery, and systems availability while creating stable operating environments.

Managing Change: Effectively provided seamless service delivery to Galileo (Travelport) customers as Cendant broke up, spun off and sold its constituent businesses in 2005 and 2006. Provided calm and steady leadership as Travelport was acquired by an affiliate of the Blackstone Group, a private equity firm, for $4.3B in 2006.

DISTRIBUTED OPERATIONS TEAM LEAD, 2002 – 2005

Retained by IBM following Cendant’s acquisition of Galileo in 2001 and the outsourcing of Galileo International’s IT operations to IBM in 2002. Planned and directed operations supporting 2,200 services in Windows NT/2000/2003, Linux, Solaris, HP-UX, and AIX environments. Directed a team of 13 systems engineers, and four help desk operators that ensured the uninterrupted availability of services in a 24X7 environment.

Driving Change: Played a pivotal role in migrating 900 Cendant servers from Garden City, New York to Denver, Colorado as part of a data center consolidation effort focused on optimizing operational efficiencies and lowering costs.

Optimizing Performance through Training: Designed and delivered staff training for quick corrective actions, reducing recovery time on outages by an average of 50%.

Galileo International, Denver, CO 2000 – 2002

Galileo enables numerous Internet travel sites and travel agencies to access schedule and fare information, book reservations, and issue tickets for 500 airlines. Galileo was acquired by Cendant in late 2001.

TECHNICAL ANALYST

Brought on to provide second-level support for 800 servers in Windows NT/2000, Solaris, HP-UX and AIX environments. Assisted in the migration of crucial airline fares system from a TPF mainframe to an open system Solaris platform at a time when Galileo held a 26.4% share of worldwide Computerized Reservation Systems (CRS) airline bookings.

CAREER NOTES

Early career success as a System Administrator with the US Navy. Configured and maintained Microsoft Windows NT file servers supporting a 5,500-user unclassified network using multiple domains. Maintained 24-hour technical hardware and software support desk.

Additional success as a Technical Advisor with the University of Phoenix. Delivered lectures in Windows 2000 certification classes, preparing students for MCSE 2000 certification and enabling them to effectively troubleshoot operating system issues.

Certifications and Licensure

Networking Essentials Windows NT/Server; Windows NT in the Enterprise/IP

Exchange 5.5 – Old Dominion University, Virginia Beach, VA

Certified in Windows 2000 Professional Server; Window 2000 Infrastructure;

Network+ - University of Phoenix, Colorado Springs, CO

MCP2000 Certified; Network+ Certified Held Federal Government Top-Secret Security Clearance

Technical Acumen

Concepts: Open system migrations, data center consolidation, multiprocess synchronization,

design patterns, operation standards, consolidated monitoring, ITIL, Automation, IT Delivery Systems (ServiceNow), Orchestration (automation of the IT Stacks)

Operating Systems: Windows (NT 4.0 to current release), Linux, Solaris, HP-UX, AIX, IRIX

Software: Microsoft Office, Lotus Notes, CVS, RHDS (LDAP), Tomcat, JBoss, Apache, Subversion

Hardware: IBM X Series, IBM P Series, HP, SUN, CISCO Server Hardware, F5s,

advanced PC upgrades and repairs, network cabling, connectivity troubleshooting.

Interests: Computer architecture, distributed migrations, consolidation, process improvement, ITSM.

DRIVING CHANGE THAT ENHANCES BUSINESS PERFORMANCE AND PRODUCTIVITY

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