Program Sr Manager, IT O & M Service Delivery

IT INFRASTRUCTURE & DATA CENTER OPERATIONS PROGRAM LEADER

Proven professional IT Infrastructures & Data Center Operations Delivery Leader for large-scale team, full life cycle systems development and solutions; Helping Companies Translate Their Business Goals to Reality. Twenty-eight years of comprehensive experience in IT encompassing a multitude of I/T technical and managerial positions and abilities to serve as an effective liaison between senior management, end users. Since 1996, I have managed and led large-scale enterprises in multiple strategic outsourcing contracts as a technical engineer and project/program leader. I delivered cutting-edge solutions to meet complex business requirements across various private industry and government clients. Methodical, goal-oriented, and Qualitative & Quantitative results-oriented with an outstanding track record of building strong client relationships and achieving all contract goals and objectives. Highly seasoned and reliable Business Analyst with a superb customer satisfaction record; capable of providing organizational level vision and goals; developing performance criteria and objectives customer-centric and oriented personality; technical IT expertise includes competency in ITSM, ITIL, CMMI, Security Governance Risk Compliance and other business/industry best practices deployment, Waterfall and Agile Methodologies, strategic planning for continuous process improvement, and SOW and task order reviews. Support Availability 24 x 7 x 365; Travel Availability 100%; Relocation Availability Anywhere in USA.

EDUCATION

Bachelor of Science in Electrical Engineering

Fairleigh Dickinson University – Teaneck, NJ, USA

CORE COMPETENCIES

Corporate Core Values & Benefits

Business process automation (BPA)

Program/Project Management Leadership

Program Benefits & Strategy Planning

Program/Project performance management

Stakeholder & Global Engineering Mgmt Rapport

Cross-Functional Communications and Collaborations

Capacity Analysis and Forecast Planning (Budget/FTE)

IT Infrastructure Operations & Maintenance Support

Disaster Recovery, BCP, RTO/RPO

Quality Customer Service Delivery and Satisfaction

Service Level Agreement / Objective (SLA/SLO)

Asset Config Mgmt (CMDB/ServiceNow Integration)

Risks Proactively identify, Mitigation & Remediation

Service Transition & Transformation

P & L Financial and Budget Planning

Cloud AWS, Azure, GCP (IaaS, PaaS, SaaS)

Federal/Local Government MSP Experience / Sub-K

SW/HW License Maintenance & Management

Continuous Process Improvement & OLA

ITIL/CMMI and Business Best Practices Deployment

Resource Management & Talent Development

IT Service Management (ITSM) Processes (ServiceNow)

Troubleshoot, Reporting, Performance Measuring Skills

GRC - Audit Compliances / Readiness / Vulnerabilities

Regulatory compliance best practices (IT & Industries)

Time Management & Conflict Resolution

Active Directory, Citrix, VDI, MDM Mgmt

Automation, Monitoring, and Report Mgmt

Security Operations & DevSecOps

Customer & Vendor Invoices Validation

Midrange Servers (Unix/Windows)

Mainframe & Databases Mgmt

VMWare Hypervisor and SAN/NAS Storage Support

Network (Firewall/Switches/Load Balancers)

Access Controller & Access Points (Wi-Fi) Mgmt

Jira / Clarity / Confluence / MS Project

Software Development & Infrastructure Projects Mgmt

PROFESSIONAL DEVELOPMENT / CERTIFICATIONS

ITIL v4 Foundation, Cert #GR671136616HM

ITIL v4 Strategist Direct, Plan and Improve, Cert #GR678002881HM

ITIL v4 Leader Digital & IT Strategy, Cert # GR679001142HM

ITIL v4 Strategic Leader, Cert # GR670001016HM

Certified Scrum Master, Cert #001217540

PMI-PMP, Project Management Professional, Cert. #2765504

PMI-ACP, Agile Certified Practitioner, Cert. #2782742

Azure Fundamentals, Cert. #H506-8295 & Azure Solutions Architect Expert, Cert. # D419K5-21D76C

AWS Certified Cloud Practitioner, Cert #XPL3DSNDP1BQ1WGP

ACTIVE/INACTIVE GOVERNMENT SECURITY CLEARANCE

Public Trust – DOD T4 / DOJ T4 / DHS EOD

EMPLOYMENT STATUS

U.S. Citizen since 1988

PROFESSIONAL EXPERIENCE

GDIT – Falls Church, VA (NY, AmeriCorps) 01/2021–05/2024

IT Program Manager 40HR/WK

Submitting the contractual deliverables and being prepared for service transition to operations, including setting up standard operating procedures, incident management plan, major incident management, change management, daily governance status review, capturing metrics, monitoring, security control & compliance, standard best practices and solutions identity verification for the client.

Defined the Transition-In process as a smooth transition from one Contractor to another to maintain the program’s integrity required under this and the previous agreements. The transition is to be transparent and seamless to the users with no breaks in service availability while maintaining existing security, service quality, Contract support, performance levels, and an orderly transition of assets. Responsible for taking all necessary actions to successfully transition from the incumbent Contractor/DOD Staff to the follow-on Contractor/DOD Staff with 110+ FTE and maintaining day-to-day operations and stability of the AWS and On-Prem infrastructure.

Provided oversight to all aspects of program delivery, including full lifecycle application development, coordinating activities within Scope, Deliverable, Finance, Budget, Schedule, Risks, Security, Operations, business & quality analysis, regulatory audit compliance, SLA, project management and related program objectives. All aspects of project planning and execution are often be on hand to resolve issues and solve problems that arise during a project. To keep up with changing circumstances, find ways to motivate their team members and provide guidance to the team on projects and operations.

Supported development of Financial Aids System modernization contract consisting of 60+ technical and functional professionals to support encompass the 28 grant programs into a single consolidated Commercial-Off-The-Shelf based, AWS cloud-hosted infrastructure; establishing connections between project objectives and broader organizational strategy, goals, and objectives and communicating program status and ensuring timely and within-budget program completion; directed and coordinated adherence to Agile methodology concepts and principles across the full lifecycle of development activities, driving a structured approach to Agile artifact development, which will include Project Product/Sprint/Epics/Phases/Milestones/Release Backlogs, Burn-downs/ups, Team Velocity, Requirement Traceability Matrix (RTM), etc.; ensures a minimum viable product (MVP) is the release of a new product or a major new feature used to validate customer needs and demands prior to developing a more fully featured product.

Responsible for all aspects of the development and implementation of assigned projects and provides a single point of contact for those projects including to provide an Integrated Master Schedule (IMS) using Microsoft Project within 30 calendar days after Contract award and other program deliverable accordingly. Responsible to identify all tasks in JIRA currently being performed and activities to be performed. The schedule detail the priority of transition tasks, a brief write-up identifying the history and purpose of each task, pending actions of current and planned tasks and activities (to include descriptions), original due date, and a recommended schedule for transition.

Larsen & Toubro Infotech Limited (LTI/LNT) – Bloomfield, CT (Kaman) 05/2020–09/2020

Program Delivery Transition Manager 60HRS/WK

Directed an IT infrastructure Service transition contract, including onboarding & account level orientation processes. Perform all aspects of transition program management, including plan development, resource planning and allocation, tracking and improvement planning. Provided program reporting for management and stakeholders for all transition activities, and daily transition status reports to management.

Applied understanding of services processes, technologies, and ITIL principles to assess, manage, and remediate risks for high-risk projects.

Implemented and managed enterprise governance and change control processes. Submitted contractual deliverables on time, and successfully met performance SLAs during the transition period.

Transitioned contract, including onboarding & account level orientation processes.

Provided program reporting for management and stakeholders for all transition activities, and daily transition status reports to management.

Applied understanding of services processes, technologies, and ITIL principles to assessment, management, and risk remediation for high risk containing projects; created new service delivery processes and routine report to manage operational activities that including health check, capacity, and forecasting.

Wipro Limited – Painted Post, NY (Corning) 11/2018–02/2020

Sr Program Delivery Manager 70HRS/WK

Supported Service Delivery on a $324M IT outsource contract for Corning Inc. in New York. Duties included developing, maintaining, supporting, and optimizing key functional areas, particularly network infrastructure, midrange server (physical and virtual) and mainframe, cloud services, databases, messaging and O365, Citrix, active directory, storage, backup and recovery, disaster recovery, automation, and related application systems. Successfully assessed the program needs, brought in strong program management disciplines, took swift corrective actions, and re-established trust and credibility with the customer. Significantly improved Service Management, including P1/P2 Incident responsiveness/MTTR, RCA quality, and Service Level Agreement (SLA) achievement. Reduced the backlog of aged service tickets to zero within 90 days. Improved an automated alerting tool to efficiently improve infrastructure monitoring.

Managed and provided oversight for a 200+ FTE operational team responsible for technical infrastructure and architecture support, application development and break/fix support, refresh, security management and business analysis and documentation management.

Managed and provided oversight the on-prem to Azure cloud IT modernization project including defining enterprise cloud strategy, standards and leading practices associated with all aspects of cloud capabilities (compute, data, storage, security, network and identity management); driving development teams and engineering teams through agile methodologies and project ed target goals; Translate organizational level business requirements and use cases into architectural capabilities verified to meet client requirement.

Reviewed the outcomes of any components (for example, ServiceNow along with Virtualization, MS Exchange, CMDB, and Atlas ScienceLogic Monitoring). Ensured that its strategic objectives remained aligned with organizational objectives. Ensured that the Benefit realization strategy was linked with crucial organizational goals as part of the Program's start. To achieve operational efficiency, i.e., enhance the diminished productivity due to outdated systems, focused on optimizing and enhancing current apps and deploying them in new technologies; Ensured that the applications used by users were also upgraded, resulting in a significant increase in productivity due to improved speed and access. By improving vendor management and analysis, reduced the client's initial new infrastructure installation cost by 30% and monthly operating costs by 15%.

GDIT / CSRA INC – Stennis Space Center, MS (US-DHS) 02/2017–11/2018

Program Sr Manager 50HRS/WK

Managed Service Delivery under the $1B contract plus an annual excess of $250M, 280+ FTE supporting 7000+ midrange servers, mainframe, SAN/NAS storage, 400+ network devices, end user devices, backup and recovery, disaster and recovery/BCP, datacenter, facilities, Enterprise Management Operations Center, SecOps, service management, and infrastructure applications. Maintained existing enterprise systems while providing direction and leadership to information services members to ensure the datacenter’s successful performance of contractual obligations.

Responsible for development of Remedy to ServiceNow AWS cloud base IT Services management includes incident, change, problem, service request, knowledge management, configuration management (CMDB) and ScienceLogic Atlas monitoring migration project.

Improved SLA compliance to 100% within two months of arrival. Significantly improved server build, deployment, and decommissioning time metrics from 15 days to 1 day. Enhanced the overall performance and morale of the datacenter team. Resolved conflicts of interest, and enforced confidentiality and data release policies. Secured the environment against cyber threats and enforced data protection policies.

Strategically planned operational activities and developed new IT solutions to improve critical business operations. Focused on continuous efficiency improvements in various projects/processes through automations and/or work-flow streamlining. Worked with the development team and QA analysts to design, develop, and enhance automated regressions and performance test suites for multiple applications. Reduced critical outages by 80%.

Re-organized infrastructure teams using ITIL methodologies for higher productivity performance and improved ITSM processes, improving SLAs for each area and in customer satisfaction ratings. Independently developed, analyzed, managed, and published KPIs/Metrics, used to measure the effectiveness and efficiency of the “in scope” ITSM processes. Investigated, recorded, and provisioned thematic analyses on failed/unauthorized changes, and changes causing major incidents. Developed automated virtual server build, modify, or decommissioning through service catalog to reduce manual labor.

IBM – Richmond, VA (Anthem-BCBS, United HealthCare) 01/2009–01/2017

Delivery Project/Partner Manager (DPE/DPM), Richmond, VA – 05/2012 – 01/2017 55HRS/WK

Service Delivery Program and Project Manager, Richmond, VA - 01/2009 – 05/2012 55HRS/WK

Effectively managed teams supporting outsourcing agreements with major clients in the Healthcare industry, Finance and state, including Anthem and UnitedHealth Group. Scope of accountability has included Cloud, Storage, Mainframe, Midrange, Distributed, Database, Messaging, Citrix, Active Directory, Backup & Recovering, Business Application, Security and Compliance, Asset Management, Procurement, Disaster Recovery/Business Continuity and Networking. Mentored global teams encompassing cross-functional over 1200 professionals. Credited with meeting and surpassing all goals, delivering success for clients and the business. Outstanding results, maintaining more than $400M in annual revenue from account relationships.

Performed IBM cloud cost analysis and provided detailed researched documentation to management for the client recommendation including architectural topology for the next contract recompete.

Identified new opportunities for technical applications and solutions. Managed enterprise midrange servers, legacy storage, Hybrid Cloud and NextGen, NAS Storage, and backup & recovery for traditional and cloud environment account that has over 15K physical and virtual (75% - VIO / VMWare) servers, 20PB of SAN and NAS storage, 50PB of Backup, 6500 Middleware/Web instances and 8500 Virtual Desktops. Maintained an overall SLA of 99.5% plus oversaw a service desk providing support to over 80,000 associates and 62,000 desktop and laptop computers, as well as more than 14,000 mobile devices.

Reduced license and maintenance costs by $1.5M. Reduced financial operations SLA penalties by $2M. Analyzed network and storage traffic activity, and reduced C3 discard data and package drop errors by 10,000 by addressing OS, Firmware, and Applications interoperability and custom configurable parameters value. Redirected workload of 10 storage FTE and accepted additional DR/BCP client projects and other business support for existing client. Improved the backup/restore SLA 99.5% and data integrity by resolving root causes of hundreds of backup failures, repeat backup failures, and long running backup.

IBM –Multi Tenant 08/2004–01/2009

Service Delivery Operational Project Manager – Boulder, CO 60HRS/WK

Sr System Integration Project Team Lead – Tempe, AZ & Schaumburg, IL 60HRS/WK

Built new support team according to Global Delivery Frame (GDF) model requirements and followed lean methodology; aligned technology and business goals to generate cost effective solutions and deliver multiple, mission critical, multimillion-dollar projects on time and within budget.

Supported multiple customer outsourcing contracts range from $15M to $1B with various industries as per new IBM Business model structure. Applied IT professional experience to project lifecycle management from conception to completion.

Managed enterprise midrange servers, SAN, NAS, and backup and recovery environment for 125+ outsourced customer accounts. Provided key leadership to 90+ IT professionals providing steady-state support of midrange servers, and distributed storage for outsourced accounts; Supervising the team’s personnel on a day-to-day basis, including workload and workflow management, as well as managing the on-call systems engineering schedule.

Assist with the execution of testing and exercises Design and govern disaster recovery architecture standards and procedures Evaluate disaster recovery strategies and solutions for assigned portfolio to identify current risks and recommend improvements Provide recommendations for back-up processes and fail-over procedures Conduct analysis on disaster recovery architecture to ensure it can meet Recovery Time Objectives (RTO) and Recovery point objectives (RPO) Translate business continuity needs to technical solutions based on a balance of architecture standards and plans.

Previous Employment History 01/1994 – 01/1999

Summary: Managed servers/storage needs, databases, performed technical hands-on services and data backups.

11/1997 – 01/1999: Unisys, Cincinnati, OH for Anthem, Inc., Consultant, UNIX System & TSM Administrator.

05/1997 – 11/1997: VICCS, CSC, Newark, DE for DuPont, Inc., Consultant, UNIX System Administrator & Oracle DBA.

06/1996 – 05/1997: ICS, IBM, Columbus, OH for Lucent Technologies, Consultant, UNIX System Administrator

01/1994 – 06/1996: CompuCom, Old Bridge, NJ, UNIX System Administrator & Sybase DBA

Contact this candidate