Steven Williams, MBA, SAFe* POPM

Maryland *****

Cell: 410-***-**** adzzcq@r.postjobfree.com

IT LEADER

To leverage my extensive experience in people leadership and IT management to successfully lead a dynamic team.

Highlights

IT Application Delivery/Support Executive Leadership Team Building

Enterprise Resource Planning IT Software Release Manager Risk Mitigation

Agile Enthusiast Change Management Quality Assurance

Project Management Account Management ITSM SME

Process/Procedure Improvements Strategy Development Technical Expertise

Professional Experience

Johns Hopkins Health PLANS LLC, Hanover, MD May 2020 to Present

IT Manager, Application Service Delivery and Support

Reports to JHHP Director of Application Development Delivery and Support has management responsibility for the work activities of a group of systems analysts, health Data analysts/programmers, business analysts, production control, and other datacenter support staff.

People Leader

Engaging with development teams, project managers and business change analysts to understand upcoming demand and ensure service introduction processes are engaged.

Managing all BAU and KTLO tasks for the delivery and application support team.

Audit reviews and remediation. Identify and minimize operational risks.

Responsible for CAPEX and OPEX budgets for the decision support team.

Coordinates support team activities for multiple initiatives in order to meet application support objectives.

Managing team supporting Federal Cybersecurity Regulations including DFARS, NIST 800-171, CMMC, and FedRAMP.

Owning and managing the front-to-back implementation of projects based on regulation, client, or market requirements.

Estimate project scope, budget and timeline for the business.

Contribute solutions knowledge to Strategy & Architecture (S&A) application and infrastructure roadmaps.

Deliver solutions in accordance with IT strategy and application roadmaps, making optimal use of shared resources (e.g., co-sourcing, code re-use, enterprise tools, operational systems and data stores)

As Account Manager build relationships with internal and external client’s “vendors” (business and IT).

Participates in and/or leads problem resolution and recovery meetings, interacting and collaborating with team members and other departments (including 4 Lines Of Business partners) as appropriate, to ensure that the required activities will be performed as it relates to problem solving resolution and recovery.

Accountable for the analysis, maintenance and problem resolution of applications in support of the Lines of Business (LOBs) strategies.

Performs in depth analysis on production problems, identifies root causes, and recommends solutions to resolve application malfunctions and prevent recurrence.

Participates in Agile project deliverables, e.g.: assists in the building of project checklists, in order to contribute to successful project implementations.

Consults with third party vendors, as appropriate, to obtain support on their product for internal problem resolution and prevention.

Communicates critical production problem status, resolution strategies, and rationale of the resolution to senior management and executives to keep them informed of critical production problems and to gain approval on operational activities.

Provides technical coaching to team members on design patterns, development processes, and application functions in order to improve their technical skills.

Provides occasional after hours and weekend support.

Reviews work for completeness and technical accuracy.

Participates in project planning to ensure effective use of technology and/or business process to meet customers’ needs.

Allocates resources to accomplish goals and objectives through assigned staff.

Establishes and monitors project and task schedules and ensures adherence to work deadlines.

Provides leadership, motivation, and direction to staff, builds teamwork, and fosters staff cohesion.

Selects, trains, and evaluates staff. Works on multiple, complex projects simultaneously.

Participates in long-range strategy and planning for department and corporation.

Provides business analysis and requirements definitions to senior management.

Responsible for planning, monitoring, measuring and reporting on data analysis and delivery projects.

Oversaw and defined data analysis requirements and propose formats and strategies for answering business questions.

Greater Baltimore Medical Center (GBMC), Towson, MD May 2018 to April 2020

Information Technology, Sr. Client Support Manager/ PM

Designs, implements, manages, maintains, and proactively monitors all client support systems and applications.

Leads client support team to ensure all incoming incident tickets are resolved professionally, courteously, and timely based on the SLA and OLAs. Regularly review incidents and service requests to ensure standard work.

Manages the budget associated with the Service Desk offering and ensures optimum utilization of investment against the company priorities.

Analyzes performance of service desk and audiovisual team activities and documented resolutions and recommends and implements areas of opportunity to eliminate repeat incidents.

Provides effective leadership, direction, and coaching to direct and indirect reports including, but not limited to, delegating, staffing, performance appraisals, promotions, salary recommendations, and terminations.

Successfully manage one or more IT project(s) on time and within budget.

Collaborates to ensure IT Service Management processes, operational level agreements, and underpinning contracts are appropriate for the agreed service level targets. Provides advice and counsel to the vendor relationship decision-making and contract development processes.

Establishes, and reviews client hardware standards annually. Ensures business and capital project needs are considered when purchasing new devices.

Responsible for the allocation and appropriate use of the personnel, material, budgetary and other resources assigned to the client support team.

Assists the Director of Technology with the preparation of the annual capital and operating budgets. Routinely monitors expenses and promptly reports any variances to the Director of Technology.

Insures appropriate service support is provided for all tier I, tier II, and tier III, Client Administrator, Service Coordinator, and Audio / Visual team and Answering Service client support functions.

Manages development, documentation, communication and enforcement of departmental standards SOPs, short and long-term tactics (department roadmap), policies and procedures relating to client support infrastructure and the delivery of associated services.

Assists the Director of Technology to ensure compliance with Joint Commission (JCAHO), Hi-Tech, HIPAA, GBMC and other applicable professional standards.

The Midtown Group, Washington, DC 2016 to May 2018

Client Support Delivery Manager (Project Manager)

Managed a team of 30+ IT Professionals providing HW and SW desktop solutions across Maryland school districts and central offices.

Served as Senior POC for customer escalations.

Assisted the Director of IT Customer Care with the daily management of all associated staff including scheduling, performance, reviews, and workflows.

Ensured that the daily operations of desktop/laptop (PC & Apple), triage network issues, AV and printer support were organized and that there was sufficient coverage at all times for end-user support.

Was responsible for Tier I Help Desk, Tier II, and Desktop Support, Break-fix team, Dispatch, Remote Support, Lease replacement and Walk up IT Services for 18,000 customer users.

Functioned as the End-User Experience Representative at Change Advisory Board meetings.

Worked with Leadership team to create, implement, and enforce support standards and procedures for hardware, software, and imaging systems.

Integrated Support Strategies, Bala Cynwyd, Pennsylvania 2012 to 2016

Senior Service Delivery Manager

Provided client management and delivery of technical services across the Baltimore City Public Schools infrastructure.

Applied dynamic leadership talents toward directing 3 departments; Client Services & Help Desk, Laptop Services & Mobile Support, and Level II & III Desktop Support.

Administered performance appraisals and mentored staff to generate career development plans.

Strategically merged customer and user needs with business requirements, budgetary restrictions and logistical considerations.

Perform incident management process reviews to ensure efficient and effective workflow and to effect improvements in response time and resolution.

Perform service request process reviews to ensure efficient and effective workflow and to effect improvements in service quality and timely delivery.

Develop understanding of the major service level elements of the managed services agreement as it pertains to SLAs and Key Metrics (KMs) and participate in the review and validation of monthly reported metrics with the governance and managed services providers.

Adjunct Professor Experience

Baltimore City Community College, Baltimore, Maryland, 2017 to Present

Adjunct Professor

Introduction to Global Innovation.

Instructed and trained students in various courses ranging from information technology and leadership development to management.

Developed curriculum and training plans used to educate more than 400 students.

Developed/delivered lectures in accordance with course objectives; prepared course syllabus and aligned learning objectives with course materials; and engaged students via Canvas or Blackboard discussions, individual emails, and groups.

Evaluated and graded student coursework, assignments, and papers in accordance with school policy, providing effective feedback to students.

Community College Baltimore County, Catonsville, Maryland 2016 to Present

Adjunct Professor

Instruct multiple classes of up to 35 students each for 180 minutes three times a week.

Plan lectures, assignments, and in-field experiences to collaborate with the necessary course curriculum.

Maintain a class syllabus, assignment log, and additional materials to help the students.

Participate in weekly meetings with faculty to discuss departmental goals and upcoming events.

Con-Ed courses: Introduction to Networking, Net+/ A+ certification prep courses.

Utilizes various technologies and instructional methodologies to keep courses fresh and engaging.

Other:

Allocates resources to accomplish goals and objectives through assigned staff.

Establishes and monitors project and task schedules and ensures adherence to work deadlines.

Provides staff leadership, motivation, and direction, builds teamwork, and fosters staff cohesion.

Selects, trains, and evaluates staff. Works on multiple complex projects simultaneously.

Participates in long-range strategy and planning for department and corporation.

Provides business analysis and requirements definitions to senior management.

Responsible for planning, monitoring, measuring, and reporting on data analysis and delivery projects.

Oversaw and defined data analysis requirements and proposed formats and strategies for answering business questions.

Education & Certification

University of Baltimore

Master in Business Administration, Merrick School of Business, December 2019

Focus: Information Technology

Ashford University

Master of Arts in Organizational Management (Project Management), 2012

Bachelor of Science in Health Information Systems (HIS) & MIS, 2010

SAFe5 AGILE FRAMEWORK

Certified SAFe® 5 Product Owner/Product Manager (POPM)

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