Andrew R. Lee

ado743@r.postjobfree.com LinkedIn: www.linkedin.com/in/andrew-lee-4b0873 571-***-****

LEADERSHIP & TECHNOLOGY BUSINESS MANAGEMENT

Visionary leader with a keen focus with optimizing IT Service Management

Dynamic professional possessing 15+ years of experience in driving excellence in performance, process improvement, business operations, and IT projects. Distinguished history in the four levels of planning: Strategic, Tactical, Operational and Finite.

Proven track record in delivering quantifiable results in improving customer experience.

Strong interpersonal skills leveraged to build and fortify business relationships.

Highly proficient in project management and leading digital transformation to attain business goals.

Dedicated to constant process improvement to streamline and enhance business operations.

Experienced in developing and implementing ITIL process solutions to drive results and reduce risk.

Approachable and engaging leadership style which paves the way for team members to develop skills and elevate professionalism, thereby allowing them to achieve their full potential. Adept at identifying gaps in service delivery and business operations by introducing data-driven improvements.

Key Qualifications

SECRET Clearance- DOD, Active

Master of Science in Administration

Bachelor of Science in Accounting

Certified ITIL v3® Expert

Veteran US Army Captain / 03

ITIL Framework Alignment w/ CMMI, ISO 20K, & COBIT

Professional Experience

SERVICE EFFICIENCY MANAGER

Innovative Management Concepts/ Falcon, Army National Guard 04/2020 to Present Arlington, VA

Advised leadership on the quality of service management as a structure cut across the four levels of planning. Accountable for service management set of specialized organizational capabilities for providing value to the customer in the form of services. Responsible for service modeling that shows how service assets interact with customer assets to create value (Service Request Lifecycle), and describe the structure of a service (i.e., how configuration items fit together) and the dynamics of the service (Technology Business Management blueprint). The full scope of responsibilities and management processes involve strategic planning, capital planning, business process analysis, improvement, assessment of proposed systems/applications, information resource management to include investment strategy, performance measurements, acquisition, and training. Created the Service Management pyramid with four levels of planning to align processes with industry’s best practices.

IT SERVICE MANAGER

Guidehouse/Judge Consulting, Department of State (DoS) 12/2019 to 04/2020 Washington, DC

Provided strategic and tactical planning for the alignment of Technology Business Management (TBM) i.e., services, IT towers, and cost pools, within IT Service Management (ITSM). Implemented ITIL methodologies into Federal Business Operations and Portfolio management functions to support the execution of the organization’s IT Service Delivery program. Developed Financial Management Accounting cost models based on resources and activities that identified opportunities for charge back from organizations consuming IT services. Introduced an ITSM service value chain in the form of a service request lifecycle for customers to engage the service catalog, entitled based access management, task alignment via change management, order fulfillment, and data update closure to configuration management systems.

ITSM MANAGER

CACI/Starks Industries, US Army 11/2017 to 12/2019 Washington, DC

Provided oversight for the Services Branch that serves as the Army Lead for IT Enterprise Service capabilities. Coordinated, analyzed, and communicated Army IT Service Requirements as well as identified, coordinated, and published Army CIO IT policy and guidance. Provided direction on transparency of costs, consumption, and performance. Provided technology leaders and their business partners the facts needed to collaborate on business-aligned decisions. Provided an accepted way of reporting IT costs and other metrics. Used TBM model (i.e., business capabilities, services, IT towers, and cost pools) as to a guide to map and allocate costs and resource consumption from their sources to their uses. Provided strategic leadership in development and execution of an ITSM based Army Enterprise Service Management Framework across the Army. Wrote policy to set-up a governance structure based on ITIL process capability streams (i.e., Operational Support & Analysis (OSA), Release Control & Validation (RCV), Planning, Protection & Optimization (PPO), Service Offerings & Agreements (SOA), and Business Continual Optimization (BCO)).

ITSM Sr. MANAGER

SAIC, Department of State (DOS) 06/2015 to 11/2017 Washington, DC

Responsible for developing and executing the strategy to transform DoS stove piped IT organization into an IT Enterprise-level organization by implementing ITSM best practices supporting over 100K employees. Provided thought leadership and innovation when delivering value to the customer by facilitating outcomes that customers wanted to achieve; delivered value-add to DoS with planning, implementing, and managing quality IT services. Supported the Bureau of Information Resource Management (IRM). Provided process support for information technology (IT) services across IRM’s global operational networks. Process (ITSM) Manager identified as a key position within the PMO. Demonstrated extensive experience and technical knowledge of CMMI, ITIL®, and ISO 20K processes. Implemented ITIL processes with an adoption rate that allowed IRM’s IT organization to realize business value. Directed personnel to execute Incident Management, Change Management, Problem Management, Service Asset & Configuration Management (SACM), Event Management, and Knowledge Management processes that were aligned across the IRM technical enterprise.

PROGRAM MANAGER

North Carolina Department of Transportation (NCDOT) 01/2015 to 06/2015 Raleigh, NC

Responsible for leading multiple Identity Access Management (IAM) projects to successful deploy and execute Access Management process for granting authorized users the right to use a service, while preventing access to non-authorized users; provided the right for users to be able to use a service or group of services. Ensured the execution of policies and actions defined in the Security and Availability Management policies, enable NCDOT to manage the confidentiality, availability and integrity of the organization's data and intellectual property; the program’s mission was to ensure that users were given the right to use a service.

SERVICE LINE MANAGER

Computer Science Corporation (CSC), Missile Defense Agency (MDA) 04/2013 to 01/2015 Huntsville, AL

Responsible for co-leading successful implementations of Portal Data Services Line of Business through collaborative efforts with the Service Operations Managers, other Service Line Managers to include other contract entities, and Government stakeholders; the Portal Data Services Line Manager optimized products and functions as the expert on the Portal (SharePoint) and Data Services Line of Business; responsible for the strategic planning process of the service line for the MDA Information Technology (IT) Services organization; additionally, responsible for managing the impact of future service engagements, performance requirements analysis, defining service levels, performance metrics, and providing cost recovery strategies for the business offerings.

ITSM PROCESS ARCHITECT

Jacobs Technology, US Navy & USMC 03/2010 to 04/2013 Dumfries, VA

Provided Project Team Leadership for Department Of Navy (DON) Intellectual Property (IP) directing, resolving risk, and ensuring deliverables were met. Responsible for complex analyses in the following areas: Worked with stakeholders and project teams to develop, document, implement and test transition procedures for services to be transitioned; worked to develop SLAs and OLAs to support service delivery in accordance with requirements and contract terms and conditions; provided a high level activity changes (Transformation) from current state to future state for USMC moving forward: (1) Financial/Funding, (2) Ordering, (3) Delivery, (4) Deployment, (5) Technical Refresh, and (6) Sustainment. Also, Project Team Lead within the Center of Excellence responsible to assist process design teams in understanding the requirements and objectives of ITIL v3 best practices. Provided Leadership to SMEs in formulating processes that integrate the DON requirements to achieve ITSM process standards. Collaborated with other process development teams to identify dependencies and defined and implemented process integration points to include instructions, guidance, and training to process design teams and Government stakeholders as required. Ultimately, transition IP into a Knowledge Management practice (D-I-K-W).

Education & Credentials

CENTRAL MICHIGAN UNIVERSITY, Mt. Pleasant, Michigan, Master of Science in Administration, G.P.A. 3.76

MORGAN STATE UNIVERSITY, Baltimore, Maryland, Bachelor of Science in Accounting, G.P.A. 3.09

SECRET Clearance- DOD, ACTIVE - current TSBI Clearance – US ARMY, Inactive

Early Career Highlights

Company

Title

Industry

Competency/Keywords

Dates

Unisys Corporation

Sr. Managing Consultant

IT Outsourcing

Provided team leadership and creativity in the development (sales cycle) and implementation (solution delivery) of Global Outsourcing service engagements

08/05-01/10

Computer Science Corporation (CSC)

Principal Computer Scientist

Information Technology Consulting

Process Reengineering, Value-add, Redesign, Business case for action, Align core processes to customer needs, Telecom

03/05-08/05

BearingPoint via Kforce

Demand Management Lead

Big 5 Consulting – System Integrators

Demand Planning, One Number Forecast, Supply Chain, Use Case Specification, Algorithms, Government US Air Force, Warner Robins, Client facing, Project Management

07/04-03/05

APS Professional Services

Independent Consultant

Consulting

Entrepreneur, Supply Chain, Volunteer, Teacher, Property Manager, Client facing, Project Management

11/03-02/05

Manugistics aka JDA

COTS Implementation, Manager

Software Engineering

Supply Chain, Process Reengineering, Demand Planning, Algorithms Transportation, Scheduling, Deployment, Project Planning, Account Services, Client Recovery, Consulting

08/99-11/03

EXXONMOBIL Corporation

Management

Energy/Chemicals

Management, Sales, Marketing, TQM, SAP, Supply Chain, Dealer, Franchise, Company Operation, Maintenance, Distribution, Supply, Union and Non-Union workers

05/89-08/99

US Army

Captain / 03

Public Sector

Leadership

06/85-05/89

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