Jim Willard ady45i@r.postjobfree.com• 802-***-**** • LinkedIn

Barre, Vermont

CLIENT DELIVERY EXECUTIVE

Detail-oriented leader with progressive experience taking on at- risk projects and turning them around; advancing steadily to more senior roles, with oversight to technical infrastructure tied to millions of dollars in sales revenue and in support of critical business operations. Professional Certiϐications

Project Management Professional (PMP)

ITIL Foundation, V3 - IT Service Management

Areas of Expertise

• Executive-level Leadership

• Staff Management

• P & L, ϐinancials, operations margins

• SaaS applications implementation

• SPC / process engineering/robotic

and electro-mechanical mfg.

• Mentoring

• Coaching

• Facilitating Connections

• Cross-functional Collaboration

• Team Building

• Written & Oral Communication

• Internal Control

• Process Optimization

• Relationships Building

• Performance Improvement

• Project/Program

Management

CAREER EXPERIENCE

NTT DATA –Montpelier, VT Jan 2022 - Current

Client Delivery Executive

Infrastructure Delivery Executive for a life insurance and annuity services provider with 2000+ employees and corporate locations in two states. Responsible for the delivery of Infrastructure Services across the enterprise. Day-to-day interaction with the client, including the V.P. of Shared Services and infrastructure directors. Supervise and empower an exceptionally talented and motivated team of ITSM, mainframe, network engineers, Service Now

(SNOW), Service Desk ( contact center ), and application support experts. Key Accomplishments:

● Delivery of Data Center, Compute, Mainframe, Network, Telephony, End-User Services, SNOW platform, Service Desk – Contact Center, ITSM, Disaster Recovery / Business Continuity, Site Reliability (SRE), and Security

● Interfacing with the V.P., CIO, CISO, and members of the OCIO team

● Responsible for governance, billing, continual service improvement, and delivery of IT services

● Oversight to operational control and efϐiciencies within multiple sub-ecosystems: MS Azure, AWS, VDI, mainframe, and network

…Continued…

● Lead service delivery teams to meet and exceed customer strategy, technology, and innovation goals.

● Oversight of P&L, Purchasing, ARC/RRC, Operational Margin Improvement, Solution Baseline/Re-Baseline, and Contracts

● Governance of Best/Critical Practices, Automation, Quality Management, and Risk Management

● Measurement and Reporting of Critical/Key SLA’s, KPI’s, Reported Metrics, and CSAT/NPS

● Management of Dedicated and Leveraged Employees, Contractors, and Vendors using a Global Delivery Model

● Drive down the incident rate by 50%, reducing major business impact substantially and keeping operations running

● Improve client Net Promoter Score (NPS) by 25%, through a variety of continuous improvement activities

● Contribute to NTT becoming one of the client’s best technical service providers through the leadership of the team and close collaboration with the client, earning its trust and desire to do continued business State of Vermont, Agency Digital Services (ADS) –Waterbury,, VT Sept 2019 - Jan 2022 Information Technology Manager II

IT Manager supervising four direct report managers as part of the Department of Vermont Health Access (DVHA) / Agency of Human Services (AHS). Technical oversight to operations and project initiatives, supporting the Medicaid/Medicare Information System (MMIS) and Integrated Eligibility & Enrollment (IE & E) programs for Vermonters. Partnering with agency directors, CTO for ADS, and program stakeholders to build out a technology roadmap for various federally and state funded IT projects and upgrades. Key Accomplishments:

● Participated on joint steering committees as key stakeholder and decision maker for MMIS and IE & E

● Collaborated to build out an IE & E technology roadmap, working with directors and vendor consultants

● Reviewed numerous Requests for Proposals (RFPs) responses from vendors and provided input

● Engaged as key stakeholder, co-sponsor of customer portal disaster recovery / business continuity project

● Assessed and hired consultant vendors, after in-depth vetting process with department team members

● Managed the successful transition to 100% remote work for DVHA during the onset of COVID lock-down

● Created Statements of Works (SOWs) and RFPs as part of the vendor solicitation process

● Collaborated in the development of key cybersecurity measures (e.g.: MFA and remote identity prooϐing)

● Served as key stakeholder, decision maker and team member several projects at once

● Participated in discovery and planning sessions for data warehouse and data governance proposals

● Interviewed and hired new team members; re-balanced staff to provide optimal support for DVHA

● Assumed some interim duties as Deputy DVHA Director, when the permanent staff member left Conduent - Austin, TX Dec 2017 - Aug 2019

Senior Project_Implementation Manager

Manage multiple internal and external (client) projects at a time and cover other projects as needed. Support the application roll-outs and upgrades supporting federally funded state programs: WIC, EBT, SNAP. Mentor and guide new project managers on PMO methods and tools, assist team members to overcome technical and organizational obstacles. Manage multiple vendors and geographically dispersed team members on projects, employing a hybrid approach (e.g.: Agile and Waterfall). Key Accomplishments:

● Delivered a major internal Siebel upgrade (S7.8 to S16), running on Oracle platform, a project which had stalled for 2 years. This allowed Conduent to continue business with the U.S. Treasury

● Kick-started another stalled program - EBT mobile applications - releasing the app. to 13 states.

● Drove effort to attain Level 3 Capability Maturity Model Integration (CMMI) certiϐication for the company, as part of a PMO goal. CMMI certiϐication provides international validation for project methods.

● Partnered with off-shore Scrum masters to facilitate communication and improve DevOps progress with India team, which resulted in addressing project delays on ke projects

● Onboarded several new team members and assisted them with their projects, as requested

● Advised on how to best coordinate in-ϐlight projects during a major data center move and assisted with planning at the enterprise level

● Recommended how to improve PMO processes (including integrating TEAMS and reorganizing Sharepoint); advised on project close activities including disaster recovery planning and operational hand-off of new and upgraded software products

● Participated as key stakeholder and decision maker during tollgate(Waterfall) committee meetings

● Collaborated with solutions architects, business analysts and product owners on new proposed upgrades

● Built sprint boards (Wall Walks) in Excel to help DevOps teams map out activities and timelines

● Managed several software vendors as part of the project activities ADDITIONAL EXPERIENCE

Senior Project Manager - large scale operations migration Exela - Austin, TX (May 2016-Nov. 2017) Project_Implementation Manager (contract) Xerox - Austin, TX (Mar. 2015-May 2016) Senior Project Manager (contract) TX Water Development Board - Austin, TX (Sept. 2014-Mar. 2015) Project / Program Manager Dell - Round Rock, TX (Dec. 2010-Mar. 2014) Manufacturing and Process Engineer, Technology Supervisor Samsung & Photronics - Austin, TX Engineering Technician IBM, Motorola and Freescale Semiconductor - Essex Jct., VT and Austin, TX EDUCATION

M.S., Computer Information Systems, University of Phoenix (CBT), Arizona B.A., Film and Journalism, New York University, New York, New York A.S., Computer Programming, Champlain College, Burlington, VT TECHNICAL PROFICIENCIES

MS OFFICE SUITE: Word, Excel, Powerpoint, Outlook, Visio COLLABORATION: MS TEAMS, Sharepoint, Slack, Zoom, DocuSign PROJECT (PMO): MS Project, JIRA, Smart Sheets

SERVICE MGT: Service Now, Ivanti, Remedy

BUSINESS INTAKE / ANALYSIS : Salesforce, BI Global 360 (business analytics) ENGINEERING and OPERATIONS: SPC, Six Sigma, Lean Mfg., 5S, Laser & robotic equipment

Contact this candidate