Data Center Operations & Service Delivery Manager
Resume:
Michael W. Pierz, Sr.
Amawalk, New York 10501
Phone: 914-***-**** Email: ******@*********.***
SUMMARY
Motivated, dynamic and energetic manager with leadership ability, analytical problem solving, detail-oriented and teaming skills. Goal oriented with strong business management background. Effective communicator who inspires teams to take ownership and deliver high quality and reliable results.
MBA in Finance; Post Masters Certificate in Management Information Systems
EXPERIENCE
Altria Group - Technology Enterprise Computing Works, LLC Rye Brook, NY
Data Center Operations & Service Delivery Manager 2000 to 2007
Managed data center operations for multinational consumer packaged good company.
- Provided leadership and managed the data center’s change management process from request for change to change implementation understanding the impact of multiple changes on the whole company.
- Coordinated and supported the integration of subsidiary’s IT systems into the data center structure through effective creation and implementation of change management processes and procedures.
- Coordinated and facilitated the Change Advisory Board’s weekly meeting for the data center. Reviewed, documented and recorded all approved changes for the weekly change schedule. Provided CAB stakeholders with operational and organizational information relative to current change schedule.
- Communicated and distributed the weekly-approved change schedule in layman and business terms to all stakeholders and change coordinators.
- Administered, coordinated, tracked and reviewed the change schedule for changes completed during the change window.
- Assisted the rollout of ITIL based Service Desk tool consisting of change, configuration, release, incident, and problem management for the Americas.
- Developed and implemented ITIL policies and procedures needed to ensure service levels (SLAs) were met and timely resolutions.
- Initiated and coordinated the Situation Management team for issues / changes request requiring management involvement. Communicated solutions to senior management after in depth problem analysis.
- Assisted in the post-mortem documentation, discussion and resolution of change requests that negatively effected the stakeholder.
- Ensured adherence and implementation of Service Desk Problem/Incident and Change, Asset management policies and procedures. Created training processes and procedures to increase staff productivity and client satisfaction.
- Established relationships with management, technical support, hardware and software vendors to ensure operational change schedules are adhered too.
- Developed and directed strategies for mentoring, and retention of employees and contractors. Completed semi-annual employee reviews with planned training programs.
- Created and performed monthly analyst of incident and change management system to determine trends and proposed course of action for negative trends.
- Provided leadership and supervision for monitoring and first level support for the Phillip Morris Companies technical computing infrastructure supporting mainframe, AS/400, client server, network, help desk business systems for the Phillip Morris Operating Companies in the Americas ensuring system availability on a 24 x 7 basis.
- Proficient knowledge base in MS office applications.
Altria Group - Kraft General Foods Rye Brook and White Plains, New York
Senior Business Consultant 1995 to 2000
Managed financial applications for Phillip Morris Operating Companies to provide 99.5% availability on a monthly basis.
- Integrated new business acquisitions into the daily operations schedule.
- Directed personnel in day to day command center application operations.
- Provided first level support for mainframe and system 36/400 applications.
- Oversaw the timely running of the corporate accounting schedule.
- Communicated with internal and external clients in support function.
Altria Group - Kraft General Foods Rye Brook and White Plains, New York
Production Control Analyst II / Senior Business Analyst 1990 to 1994
- Led personnel in day-to-day computer operations.
- Supported distribution centers for all operational matters
- Maintained corporate accounting systems: orders, corrections, shipping papers, invoicing.
- Interacted with internal and external clients in a support function.
Altria Group - General Foods USA White Plains and Rye Brook, New York
Lead Computer Operator 1988 to 1990
- Executed daily, weekly, monthly and quarterly mainframe programs for invoicing, shipping papers, orders, order corrections, and freight payment in a timely manner.
- Monitored IBM system 36 console messages and paper changes as required during shift, including any transmission to or from outside service vendors.
- Communicated with field locations and vendors for prompt problem resolution.
- Entered mainframe/JCL commands to correct error and resume operations.
Freight Match and Payment Clerk 1987 to 1988
- Processed payment for selected freight vendors.
- Maintained a working relationship with selected vendors.
- Managed projects to increase productivity in freight bill payment.
Mail and Communications Clerk 1986 to 1987
- Organized and delivered incoming/outgoing mail.
- Managed supply/stock room
EDUCATION
Iona College New Rochelle, New York
Post Masters Certificate, Management Information Systems 1994
Masters of Business Administration, Finance 1993
Pace University Pleasantville, New York
Bachelor of Business Administration, Public Accounting 1989
COMMUNITY INVOLVEMENT
Cedar Pond, Inc. (40 unit Co-op) Cortlandt Manor, New York
President and Treasurer of Board of Directors 1994 to 2001
- Oversaw managing agent on daily operations including reviewing financial reports.
- Created yearly balanced budgets. Maintained less than 5% variance in budget.
United Martial Arts Centers Briarcliff Manor, New York
Instructor - TaeKwonDo 2nd Degree – Volunteer 2002 to Present
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