Operations Manager Program Management

Tracy L. Pratt

IT Program Management

************@*****.*** • 360-***-****

Monroe, WA 98272 • LinkedIn

Accomplished, tech-savvy, and results-oriented leader with extensive experience in leading complex, enterprise-wide technology initiatives that align with business objectives and drive digital transformation. Proficient in executing high-impact programs across cloud and infrastructure, ensuring cross-functional collaboration and stakeholder alignment from planning through execution. Adept at directing multi-disciplinary teams, optimizing resource utilization, and leveraging data-driven insights to inform decisions. Expert in Agile methodologies, risk and compliance management, and enterprise architecture integration. Recognized for driving operational efficiency, cost optimization, and innovation through scalable technology strategies. Instrumental in enhancing service delivery, optimizing deployment cycles, and delivering resilient IT solutions.

Areas of Expertise

IT Project / Program Management

Infrastructure Modernization

Cloud Operations Management

Automation & Workflow Improvement

Digital Transformation

Agile & Scrum Methodologies

Risk Assessment & Mitigation

Service Delivery Excellence

IT Asset Management

Emerging Technology Implementation

Vendor & Contract Management

People Leadership & Development

Professional Experience

Expedia Group Seattle, WA 2018 – Present

Director, Information Technology 2021 – Present

Coordinate global deployment of Expedia’s ETSP Day of Learning while curating dynamic learning content, managing hybrid delivery logistics, integrating participant feedback, and driving internal engagement through targeted communications. Enhance regulatory compliance and minimize excess software and hardware expenditures through development and execution of sustainable asset governance protocols.

●Led $32M software portfolio, driving compliance, controlling licensing costs, and reducing redundancies in third-party software usage.

●Oversaw enterprise mobile device program with a $3.3M annual budget to improve lifecycle efficiency and reduce cost of ownership.

●Designed and executed a lean continuous improvement initiative utilizing tools such as problem identification, 5 Whys, Solution Selection Matrix, and end-to-end process mapping to streamline operational efficiency.

●Optimized lifecycle oversight of hardware, mobile technology, and licensed software through enterprise-wide integration of IT Asset Management (ITAM) frameworks.

Senior Manager, Information Technology 2018 – 2021

Drove lifecycle consistency and financial efficiency through establishment of IT Asset Management (ITAM) frameworks, including hardware and software. Aligned asset strategies with enterprise IT governance frameworks by collaborating with cross-functional teams in procurement, finance, and cybersecurity.

●Optimized an $18M annual budget and enhanced asset utilization by managing over 22,000 computing assets across Expedia Group.

●Conducted ITAM maturity assessments and crafted strategic roadmaps to advance program capabilities and performance benchmarks.

The Boeing Company Everett, WA 2005 – 2018

IT Infrastructure Senior System Integration Leader 2016 – 2018

Enhanced customer satisfaction and delivery excellence across diverse markets through development of global operations strategies. Resolved deployment bottlenecks and enhanced operational resilience through execution of server integration initiatives for high-availability systems. Optimized key performance indicators, including uptime, client retention, SLA adherence, and response efficiency to elevate service standards. Defined cloud support roles and tasks, facilitated process mapping sessions, and built a RACI matrix to strengthen support alignment

●Maintained 100% compliance and first-time quality for over 3,000 servers to increase reliability and sustain operational uptime.

●Led diverse teams delivering tailored infrastructure hosting solutions with seamless application integration and platform reliability.

●Achieved zero data loss and minimized downtime by 40% through seamless migration of 151 mission-critical servers within data center management program.

●Negotiated with technology vendors, service partners, and third-party integrators to manage contracts, control costs, and uphold service-level obligations.

IT Infrastructure Senior Network Leader 2005 – 2016

Facilitated enterprise-wide strategic planning sessions involving executive stakeholders, network architects, and global partners; developed session frameworks, success metrics, and execution roadmaps. Coordinated global network modernization as deputy program manager and guided analysis integration team to implement emerging technologies globally. Executed a multi-year infrastructure transformation initiative and aligned global IT systems with evolving operational and manufacturing demands. Leveraged Agile and Lean methodologies to accelerate development cycles, enhance collaboration, and drive continuous innovation.

●Reduced team size by 50% and elevated project delivery timelines by 25% through optimization of network engineering operations.

●Delivered 98% first-time quality across network architecture projects through implementation of scalable designs that exceeded performance and technical benchmarks.

Education

Eastern Oregon University

Master of Arts in Teaching – Teacher Education

Bachelor of Science – Multidisciplinary Studies & minor in Business Administration

Technical Proficiencies

ITSM & ITAM (ServiceNow, Flexera, Productiv, Intune) Collaboration & Productivity Tools (Office 365, Jira, Confluence, Microsoft Project, Trello) SaaS Platforms (Workday, Clarity) Networking & Security (Cisco Routers/Catalyst, Palo Alto Firewalls)

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