*Edward Michael Milhaven

New Paltz, NY 845-***-****

adyenq@r.postjobfree.com linkedin.com/in/ed-milhaven-b870816/

Summary:

Senior Service Delivery Program Manager with over 20 years of experience in IT industry including communications, financial services, pharmaceuticals, education, and distribution.

Managed one of IBM's first large-scale strategic outsourcing services contracts to Campbell Soup Company with a budget of $16,000,000..

As a Transformation Program Manager for New York State took the initiative to develop a team process that ensures a smoother, more productive, and accessible workflow for all agencies in the State of New York.

Demonstrated the skills of a transformational expert by transforming American Express from a legacy system to a new virtualized system.

Creative thinker with strong conceptualization and ideation skills. Excellent customer relationship management experience and out of the box thinker and can develop innovative ideas for solving everyday problems more efficiently.

Accomplished exceptional leadership skills and vision to drive the department, excellent organizational, problem-solving, and written and verbal communication skills, with extraordinary focus and follow-through abilities.

Skill Areas:

Project Management

Program Management

Agile, SCRUM, JIRA

Scrum Master Certificate ( target 02/15/2024)

IT Governance

Financial Management

Customer relationship

Risk Management

Change Management

Communication skills

SDLC Framework

Microsoft Excel, PowerPoint, Visio

Remote

Professional Experience:

MVP Consulting Plus Jan 2022 – June 2023

SUNY - Completed data analysis as part of the definition of the new Digital Learning Environment

Migrated MVP business process for 228 employees from existing time and expense recording system to new corporate strategic solution

Agility Partners, Ohio Jan 2021 – Dec 2021

Program Manager

At Cardinal Health, lead a multi-threaded program that resulted in resiliency improvements for Cardinal Health DataCenter

Provided project coordination development of five business applications that provided improved medical services to clients, and enhanced business efficiency.

Signature Consultants, NY Jan 2019 - Nov 2020

Senior Database Program Manager

Managed a Data Management Transformation Program Manager at Cornell University. The program's scope included over 350 databases aimed at migrating features to the AWS cloud and into a compatible version of Oracle. resulting in savings of $21,000,000.

Developed plan for 45 departments in the University by gathering requirements and working with database administrators to establish schedules. Plan included all migrations following ITIL processes.

Developed a communication plan, so that project team designers and technical members have the correct details.

New York State Government, NY Jan 2016 – Jan 2019

Senior Network Program Manager

Managed a program for a network team of over 160 network technicians and over 9,000 network devices as transformation consultants for the state of New York. This program provided network services to New York State Agencies (Department of Motor Vehicles, Budget Office, CUNY, Children and Family Services, Corrections Agency, Board of Elections, Office of the Aging, Consumer Protection Board, Adirondack Parks agency). Managed all changes.

Prepared and document the process when submitting new service applications so that all-important steps taken to manage a budget, risk, and resources effectively.

Developed a "cost estimation tool" to work with the technical team to refer the applicant agency to the ROM cost for service requests, thus demonstrating cost management skills.

Worked with the Finance department to understand the NYS budget process, make inter-institutional claims, and assist institutions requesting funding within their budget to facilitate communication at all levels.

IBM/American Express Jan 2013 – Dec 2015

Service Delivery Program Manager

Managed the delivery of all IT services from IBM Boulder Data Center to American Express. The environment included a support matrix structure for technical deployment teams and global vendors.

Provided an in-depth analysis of all components in 10-year Boulder infrastructure and related processes due to cost reduction, fluctuation, and reliability.

Upgraded old infrastructure components to improve the availability and overall functionality of Boulder infrastructure and provide faster resolution of issues.

Identifyed maintenance issues that IBM accounting team experiences when using the Boulder infrastructure.

Worked with the Boulder Infrastructure team to document their processes, including critical service connections and escalation points.

Delivered 20% improve service availability with a more stable infrastructure that demonstrates resource management.

Increased issue resolution by 15% because of the documented process demonstrating quality management.

IBM/ American Express 2009 - 2013

Senior Program Manager

Developed a program for American Express Company that makes significant changes to its existing data center environment to comply with the next generation of building codes and designs. The scope included the consolidation of existing critical applications, from physical servers to virtual server environments. The program saves on strategic business objectives, standardized infrastructure, business application platforms, and save multi-million dollar operating costs.

Managed a weekly review of the customer application team to identify new applications, to standardize existing applications to complete IT applications.

Viewed the application to meet the new IT standards, make sure the application follows the standardization customer plan and will save 20% in cost

IBM 2002 - 2009

Senior Program Manager

Lead a team of System Engineers designing and developing applications used by all of IBM's managed accounts.

Manage two teams of software engineers using the agile method by providing an extended virtual help desk and an automated response tool. The tool had an informal customer satisfaction rate of 95%.

Oversaw ITIL compliant software that provides user identification, software license management, hardware asset management, and incident/problem/change management capabilities.

Provided common tools across managed accounts that include standardized processes for distributing work across multiple geographic locations as needed to demonstrate the efficient use of resources.

IBM 2000 - 2002

Senior Technical Leader & Business Office Manager

Conduct technical and systems integration teams to provide software tools/utilities/products for infrastructure and software integration.

Provide project and business management to a matrix team of over 100 technical engineers and support 100 clients.

Participate in technical/financial design and implementation of the shared infrastructure model used by all accounts.

Promote reliable financial planning for contracts by providing cheaper costs.

Education:

Bachelor of Arts - Computer Science, SUNY Potsdam

Master of Science - Information Technology, Marist College

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