Summary

IT Delivery Management professional with a well-earned reputation for strong work ethic, approachability and consistent commitment to team leadership and innovation. Adept at building strong relationships with C-level management. Demonstrated experience working in mission critical environments and have a strong knowledge of Problem Management, Incident Management and Change Management. Recognized ability to coordinate, train, and lead highly effective teams and programs.

CERTIFICATION

Managing Information Technology Projects Certification

The George Washington University School of Business and Public Management

Pittsburgh, PA

EXPERIENCE

2009 – Present Business Partner Relationship/Service Delivery Manager

TCC Software Solutions (Previously Xerox, Conduent, and Affiliated Computer Services)

Akron, OH

Manage the delivery of outsourced services to the State of Maryland, Department of Human Resources.

Point of contact for the client, ACS technical teams, and business partners to support over 60 VMWare Servers, 25 physical servers (Windows, Solaris, AIX, and Linux), two z/OS LPARs, and network infrastructure.

Manage customer escalation issues ensuring all elements of the service delivery are coordinated and worked to resolution of the issue.

Perform project management for the implementation of applications, tools, upgrades, etc. spanning multiple engineering groups for both hosting and application services.

Coordinate application migrations throughout the software development life cycle.

Assemble monthly performance service level agreement reports.

Implement and manage a client specific weekly change management and review process.

Conduct regular meetings with support groups to review performance, issues, and upcoming projects.

2007 – 2009 Project Manager

TCC Software Solutions (Previously Xerox and Affiliated Computer Services)

Akron, OH

Provided full life cycle project management utilizing cross-functional teams comprised of global resources delivering services to outsourced clients

Successfully managed projects for CarMax Inc. resulting in the delivery of 75 new midrange servers, multiple network infrastructure improvements, as well as several application and operating system installations and upgrades.

Provided project management leadership to consolidate a large mainframe environment as well as assisted in routine account management responsibilities for Allegheny Technologies.

Supplied backup service delivery management duties as necessary to assist account teams.

Prepared weekly project status reports for executive management communicating milestone and target date status for all active projects.

Attained 100% Service Level Agreement results for all project and financial milestones.

Created and maintained appropriate Project Scope Statements, Microsoft Project Plans, Project Schedules, Communication Plans, Risk Management Plans, Cost Management Plans, etc. for all assigned projects.

2006 – 2007 Project Executive, Siemens It Solutions/Xerox Global Services

The Mergis Group

Cleveland, OH

Responsible for overall delivery of IT services based on Outsourcing Agreement between Swagelok Company and Xerox Global Services.

Managed outsourcing relationship between Swagelok Company, Siemens IT Solutions, and Xerox Global Services.

Responsible for the management of five onsite deskside practice technicians that provided break/fix and software support to seven locations in Northeast Ohio.

Created daily, weekly, and monthly performance reports for the customer and leadership team.

Acted as champion for the customer acting as primary escalation point for all account concerns and issues, including proper escalation to management or customer support teams.

2000 – 2006 Manager, Distributed Systems Engineering

Affiliated Computer Services (ACS)

Akron, OH

Managed a diverse workforce supporting multiple clients and services in accordance with respective contractual service levels.

Assembled a server support team consisting of engineers in Pittsburgh, PA and Bangalore, India, that successfully migrated and supported over 100 Windows based Servers from the client’s datacenter to an Affiliated Computer Services datacenter for CarMax Inc.

Led a team of six engineers spanned across locations in Westmont, IL, Fort Wayne, IN, and Bangalore, India that supported over 320 Windows and Netware Servers in three locations for SIRVA, Inc.

Provided direction and management oversight for five Windows support engineers that performed administration for 200 Windows Servers for Hallmark.

Coordinated a team of 23 individuals from multiple operational teams to migrate McDonald’s mainframe and midrange servers from hosting sites in North Carolina and Illinois to Eagan, MN (26 AIX Servers, 64 SUN Servers, 45 Windows Servers, as well as the mainframe were successfully migrated on time and on budget).

Managed a team of eight engineers to provide a wide variety of services for Roadway Express including LAN Administration, Messaging support, Windows architecture/administration for over 200 Servers, HP SAN management, as well as a large Citrix Farm.

Provided project management expertise for multiple initiatives that were simultaneously active among various clients.

Ensured no financial penalty was incurred due to missed service level commitments within my various teams’ scope of responsibility.

1998 – 2000 Windows Server Engineer

Affiliated Computer Services (ACS)

Akron, OH

Responsible for architecting and implementing a centralized infrastructure that would be used by thousands of users across the United States, Mexico, and Canada.

Assisted with the design and implementation of a Windows Terminal Services farm utilizing Citrix Metaframe that enabled the successful migration of thousands of end users to an environment that was year 2000 compliant and newly protected with antivirus software.

Increased LAN/Desktop install base by 1000+ without increasing support costs due to the introduction of a centralized management model.

1997 – 1998 Director of Information Systems

Heritage Ohio Medical Group

Akron, OH

Responsible for the overall strategy, architecture, implementation, and support of all IT systems.

Purchased all technical equipment including desktop computers, file servers, printers, software packages, etc., while negotiating competitive pricing to keep within budget.

Setup and maintained all hardware, software, and operating systems.

Installed Category 5 cabling, patch panels, and hubs to ensure reliable Local Area Network communication.

Installed and configured an Ethernet network consisting of 20 Windows 95 clients and a Microsoft NT 4.0 file server.

Implemented Microsoft Remote Access Service (RAS) to enable remote access to “shared” files, emails, etc.

Coordinated and managed the implementation of telecommunication equipment and features.

Responsible for the installation and customization of EZ-Cap, a database software system designed to manage capitated programs.

Generated monthly capitation and claims payable checks as well as accompanying Explanation of Benefits.

Formatted and loaded monthly member eligibility and provider additions on a monthly basis.

Managed business Chart of Accounts with the assistance of implementing RealWorld accounting software.

Responsible for electronic reciprocation of information with Heritage Ohio Medical Group and contracted healthcare providers.

1991 – 1997 Team Leader, Distributed Desktop Services

Aetna Health Plans

Richfield, OH

Supervised and provided direction for a team of six support personnel responsible for helpdesk services, desktop support, as well as Netware Server administration.

Led team to successfully consolidate four separate sites to establish an Aetna US Healthcare “mega-center” consisting of over 300 employees.

Managed helpdesk services to provide first, second, and third level technical support for over 1000 employees in four offices spanning two states.

Successfully installed and maintained a satellite office of 30 employees piloting Windows 95 and Ethernet technologies.

Provided technical support to personnel using desktop personal computers utilizing Windows 3.1, Windows 95, Windows NT, and other Microsoft Office applications.

Setup and administered a Microsoft Mail electronic mail network to ensure reliable office communications.

Maintained a daily backup of file servers to ensure successful recovery of critical data in case of corruption or loss.

Provided system administration for a Sybase Server and MDI Gateways.

Maintained thirteen Novell Netware 3.12 file servers and related equipment such as Zylan switches, Baystack concentrators, and Cisco routers to ensure Local Area Network as well as Wide Area Network connectivity.

Configured telephones and voice mail on Meridian, AT&T, Audix, and VMX200 platforms.

EDUCATION

Diploma of Accounting

Wooster College

Barberton, OH

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