IT Manager
Resume:
Michael R Bowen, MBA
Nationality: South African / British
D.O.B 29 April 1977
Qualifications: Masters in Business Administration & Diploma in Electrical Engineering Certifications: ITIL foundation & ITIL Release, Change and Validation ; COBIT Foundation Prince 2 foundation and Six Sigma yellow belt; (PMI project experience) Cyber Security Fundamentals
TOGAF foundation
MCSE 2000 and ACE
Digital Strategies for Business
Address: Cape Town, South Africa
Tel: +27 (0-766-****-**
Email: *************@*****.***
LinkedIn: www.linkedin.com/in/michaelrbowen77
IT Management
Spokesman, Salesman & Problem solver with strong personable skills adept at relationship, team building and coaching.
Senior level Managing skills for overall direction and delivery of IT Services within the business including IT strategy, projects, planning, staffing, budgeting, and cost control
Strong ITIL alignment for service delivery
Agile and Structured project management for Software, Infrastructure, Security, Operations or Service Delivery.
Operational level management skills for IT Shared services, In/Outsourcing, Cloud services, Applications development, Infrastructure support, Security, Governance, and Enterprise Architecture.
Conceptual level understanding of a wide array of technology including virtualization (Hyper V and VMware); hyper convergence; Network routing, protocols & MPLS, Azure Cloud stack; SaaS / PaaS / IaaS ; ERP etc
Backup, Disaster Recovery and Business Continuity project experience
Favor growth and service / solution improvement seeking organizations, within complex and/or complicated environments that require digital transformation
Key Achievements
Initiated and executed IT risk awareness project, through Security compliance en route to ISO 27001 and SANS 20 critical controls certification: Initiated and Ran a security and risk centered project (PMP Structure), including a gap analysis to identify gaps in people, process & technology. Presented to C and board level for approvals and followed up with remedial corrections based on business impact/risk assessment. Secured long term funding to address security risks that balanced with the business risk appetite and implemented processes, procedures & standards implemented
Executed a centralized IT Infrastructure, Operations & Service Delivery Management project, across 8 business entities into a single business department reducing costs and complexity: Managed the IT portion of the corporate restructuring project
(No set PM framework), including centralization of 8 businesses into a single shared IT service reporting line for IT Infrastructure, Operations, Governance, Architecture and security to provide consistent and reproducible services. Attracted sister companies through price point efficiencies.
Produced measurable gains in IT and Business KPI’s by up to 40%: includes: Internal Customer Satisfaction raised from 40% to 80%, overall business services uptime raised from 60% to 94%, Gartner IT maturity score raised from 1.2 to 2.2, Time to deliver of fully functioning new user reduced from 6 weeks to 2 weeks, First time fix rate raised from 7% – 53%.
Established IT as trusted advisor and ingrained Technical Thought Leadership as IT operating ethos Re-established trust within the business to see IT as a partner. This was no small achievement and required establishing and building effective relationships with as many existing staff as possible across the business. The “human touch” was lacking in IT and ran an on the ground initiative whereby IT staff were placed into business revenue generating roles for “A day in the life of” to truly get a feel for what we do as a business.
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Career History
TAPS IT Operations Manager – EOH coastal (Cape Town, South Africa) Nov 2018 – Present Contracting into Western Cape government
• Overall operational accountability of the TAPS Azure Cloud Migration of 200+ on prem servers to Azure IaaS, including upgrades to platforms and services to revitalize the infrastructure.
• Azure phase 2 consolidations and migrations from IaaS to PaaS as well as migrating the entire team to a managed services contract
• Overall technical delivery for the delivery and improvement of Services/Support across the various platforms to deliver Enterprise wide Applications to the government and its citizens, including the management of the 12 DEVOPS Members
(SharePoint, Databases, Infrastructure, Service Desk and PM's) focusing on performance and delivery in order to stabilize the ALM environments
• Process improvements for Incident, change and security management
• Interaction with all spheres of government to deliver on projects to the various departments.
• Accountable for the delivery of business project including SharePoint sites and services, along with data management projects Contracting, Coaching and Consulting – CCLEATS (Cape Town, South Africa) Jul 2016 – Nov 2018 Sept 2017 – Nov 2018:
IT Consultancy, Coaching and Training at various clients including TTI Africa and VMG Software
• ITIL, SDLC, Project, IT operations, Business and technical strategy consulting
• Digital transformation, cloud readiness and migration to a SaaS platform Projects
• In house training for Project Management, ITIL, COBIT and Security frameworks
• Monitoring and control for the central wintel cloud-based project running over a web interface, allowing an expansion of the client offering from on prem, to shared hosted at lower cost to client. Later designed into full web-based solution
• SOHO installs and setups incl website design and creation Feb 2017 – Sept 2017
Technology Manager – ooba (Cape Town, South Africa) Mortgages and insurance
• Accountable to the Chief strategy officer and tasked with taking stock of the organization’s existing strategies and developed a forward-looking technology strategy and project roadmap that enables the business to meet its objectives, including the identification of possible technologies that could be relevant to the organization, its efficacy and performance.
• Ownership for all software delivery. Realigned and managed resources to bring a critical oracle stack project back on track that was 9 months overdue, and still required 18 months to complete. Faced tough negotiations within the business to suspend all other projects and software delivery pending project completion. Maintained focused control over project execution to complete it within 6 months and released resources back to the business.
• Instilled Change management and assisted PMO in defining “PM Framework for ooba”
• Overall accountability for delivering the 15 prioritized business projects (Agile), and hands on PM for the 2 internal service improvement projects I identified (DR / BU and Network restructure (Prince 2 loosely applied)
• Lead the various teams including Software Development (Majority LAMP with subset on Wintel), Systems Administration, Enterprise Applications, Service desk and Technical Facilities, and grew the roll out of agile development for Dev-Ops, and infrastructure team… away from the more structured, but slower, waterfall methodologies July 2016 – Jan 2017
Snr Business analyst – Quintica Contracted to Vodacom (Cape Town, South Africa Telco
• Contracted into Vodacom for the SDLC Management, starting from demand analysis and management, into production
• Thought leadership across the Remedy ITSM toolset, and related applications, for Vodacom Southern Africa, moving enhancements into projects for Change and Asset management
• Reduced and consolidated 200 plus enhancements to 50 within 3 months.
• Automated client and exec level reporting to establish visibility, along with customer management to enable alignment of outputs with stated contracted
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Head of IT production Services – Transguard, Emirates Group Security (Dubai, UAE) Dec 2014 – Jun 2016 Financial, security and aviation sector (Contract)
• Managed and executed the ITIL delivery of 20+ business projects incl: bespoke business application solution roll outs, mobilization of sites & new offices, unified telephony, cloud-based services & migrations, Out/in sourcing and security
• Initiated, managed and delivered service improvement projects for best in bread practices, incl ITIL, COBIT and Security methodologies, to stabilize and improve IT service delivery.
• Business Application Development oversight for ERP and bespoke products, including Oracle ERP cloud hosting.
• KPIs established & improved: Customer satisfaction 62% to 80%, Internal IT job satisfaction 2.6 to 3.2 net promoter score
(Reversing a downward trend), Business critical service uptime 92% to 99.5%, IT process maturity 0.22 to 0.98 (ISO 15504)
• Refined & delivered in / out house IT services to 1250 colleges in 5 umbrella business units, hosting 45 000 blue collar workers
• Involved in the out/in sourcing of agile application development to/from 3rd party providers, lining up & establishing Service level agreements that ensured business growth and scalability, including 1st line application support for Oracle ERP, Hyperion, Transtrack, CAFM, SharePoint, salesforce and other bespoke business applications
• Initiated and closed a security Project - Completed ISO 27001 & SANS 20 critical controls security audit analyses and remediation, to create stakeholder assurances
• Mentored, upskilled and led teams to establish a 24/7 support model across Service Desk; End User Support; Infrastructure
(Server – Linux and wintel-, network and telephony); Security and Databases (Oracle and SQL); Functional Application teams IT Infrastructure & Operations Manager – averda (Dubai, UAE) Apr 2012 – Nov 2014 Environmental Sector (Contract)
• Reporting through to the CIO, Overall responsibility for the uptime, security and stability of IT services and projects being delivered to +/-1000 IT end users and 7000 + blue collar workers
• Executed the service offering project for core ERP applications (JD Edwards and Oracle) to a hosted service provider, as well as core collaboration services (Email, SharePoint and IM) to office 365 to initiate DR and BC. Migrated further services to Managed Services as the roadmap matured
• Executed the IT milestones for the corporate restructure project - 8 business units into 1 shared services
• Initiated, executed and closed a corporate wide penetration & security project to provide corporate security assurance
• Designed the IT service management framework including service catalog for a shared services model across the business to reduce/share costs, create simplicity, encourage collaboration and reduce business silo’s
• Worked alongside CIO to introduce a basic enterprise Architecture and Project Management Office through setting up of principles, governance board, standards and IT structure, along with selection of key applications to achieve corporate growth
• Designed and following a 3yr ITaaS cloud-based strategy & budget that aligns with the corporate 2020 vision, business continuity and Disaster recovery principles
• Implemented Disaster Recovery (DR) and Business Continuity (BC) principles and processes along with governance practices
• Reduced Business travel budget through rolling out best of breed standards such as a unified telephony
• Budget control of AED 1.1m and managed Service Desk for 8 countries, 170+ windows & 5+ Unix & Midrange Oracle Servers, 2 SAN environments with over 50TB of storage, and a decentralized local site support (Following HQ Best practices, standards and policies)
Engineer – MEEZA (Doha, Qatar) Aug 2009 - March 2012 IT Services and Solutions (Full Time)
• Completed multiple & simultaneous IT service delivery roles during the data center start-up phase including: IT Project Manager, change manager, Technical Pre Sales, Lead client/server Build Engineer; Contact center manager, Solution design, Client relations Representative, Service desk, Data Centre and NOC technician; Server team lead, Process and Documentation Architect among others for a fast paced start up organization
• Design, Build & handover services from project phase to run phase, including training and development
• Executed the office layout project, working with vendors to design floor layouts, construction of walls, cabling and communications. 120 plus staff members accommodated
• Corporate Leadership project. Selected to run a project aimed at providing staff leadership experience opportunities. Executed a “Management By Objectives” project to ensure alignment of all group objectives with individual contributor objectives
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• Tendered, Selected and Implemented Supplier Framework Agreements including Passive Network and Facilities management. IT Service Desk Manager – Alghanim Industries: (Kuwait City, Kuwait) Sept 2007 - July 2009
Financial, Retail and Automotive Sector (Contract)
• Day to day selling of the IT brand through the management of the IT service desk, contact call center, and local site support teams (3-12 direct reports) providing services to 4 business entities consisting of a total of 1000+ employees across Kuwait
• Delivered and managed a portfolio of projects and improved service performance by raising the First time Fix rate from 7% - 53% in less than 3 months, reduced average Time to Resolution from 6 weeks to 2 weeks though the effective use of incident, change, problem and availability management.
• Process design particularly relating to designing and rolling out new IT services for business/new store openings
• Client PC technology refresh project of over 2000+ PC’s to consolidate standards, improve stability and enforce security. Earlier Career
• IT Client & Server Infrastructure Support Engineer @ Sterling commerce, Netherlands
• Network and IT Systems Administrator @ debis AirFinance, Netherlands
• Electrical hardware Design Engineer @ Crown Forklift Trucks, Reading, UK.
• Electronic software Design Technician @ Microelectronics, South Africa.
• Electrical and Mechanical Apprentice @ SCAW metals, South Africa. Sep’05 - Aug ’07
Apr’00 - Sep ’05
Jun’99 - Apr’00
Jun’ 98 - Dec’98
Jun’97 - Dec’97
Academic & Professional Qualifications or Membership Scholastics
● MBA – Liverpool University, UK
● National Diploma Electronic/Electrical Engineering – Johannesburg University, South Africa
● High School Diploma – Johannesburg, South Africa IT and Management
● Digital strategies for business
● ITIL Foundation and ITIL Release, Change and Validation
● COBIT 5 Foundation; COBIT assessor (Course Only)
● PRINCE2 Project Management and 6 Sigma yellow belt
● Cyber Security fundamentals completed, with CISSP and CRISC exam due in 2018
● TOGAF Enterprise Architecture
● BICSI Data Centre Design Best Practices
● Performance Management and Institute of leadership and Management level 1
● Certificate in Management.
Technical
● MCSE (MCP ID# 2365375) – AD, SMS, SQL 2000, Exchange 2000, Administering MS Windows NT4
● ACE – Altiris Certified Engineer on CMS 6.
● Citrix Metaframe administration course and VMWare 4 course attendance
● Certificate in Microchip software design and programming Jan’07 - Jul’10
Jan’94 - Dec’98
Jan’90 - Dec’94
Other Personal Information, hobbies and interests
Marital Status: Single
Driver’s License: UAE / South Africa
Skype: MichaelRBowen
LinkedIn: https://www.linkedin.com/in/michaelrbowen77/ Photography: https://www.shutterstock.com/g/michaelrbowen Registered Snake Relocator Cape Town: https://www.youtube.com/watch?v=BTsFY14kRho Other certification: FGASA Nature field guide, FGASA Backup Trails guide, First Aid Level 1
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