IT Enduser Manager / Service Delivery Manager

Peter Barcenas

*** ******** ***** • Romeoville, Illinois 60446 • Telephone: 815-***-**** • ***********@*****.***

Highly motivated, multifaceted technical consultant and business professional. Experienced in Information Technology, IT Service Delivery. IT Service Management, End User Computing Management, Consulting, Quality Assurance, Process Analysis, Testing, Operations, and Budget Control, Vendor Management, IT Outsourcing Contract Negotiations, IT/Business Unit Relationship Manager, Project Management. Customer focused. Detailed oriented, problem solver and decision maker. Exceptional analytical skills with abilities to understand the technical details and determine the business impact. Versatile team leader. Result-oriented with focus on the bottom line.

PROFESSIONAL Patrick Mcgreevy, LLC 11/2011 to Present

EXPERIENCE: IT Service Delivery/Project Manager

Working as a consultant overseeing various infrastructure projects; responsible for multiple project deliverables, financial, scope, monthly reports, presentation of program status, vendor engagement, and procurement requests. Define stakeholders’ communications and organize dependencies among projects. Serve as first line escalation point for project risks, issues, and changes.

CGN & ASSOCIATES

STATE OF ILLNOIS - End User Computing Supervisor 08/2011 to 11/2011

Directing, coordinating and reviewing the activities of several projects; responsible for overall activities related to installation, configuration, maintenance and management of desktop, peripherals and software. Directing customer service requests in Remedy for personal computer services where the customer environment extends across 25 or more individual geographic locations/addresses with 500 or more customers. Managing and coordinating staff resources to meet the day-to-day operational needs of approximately 10,000 customers. Directing the management and monitoring of over a thousand annual personal computer and peripheral break-fix incidents at customer supported sites.

ABN–AMRO BANK / ROYAL BANK OF SCOTLAND (02/1998-08/2011)

IT Service Delivery Manager / Sr. Project Manager - IT Integration & Transformation 11/2009 – 08/2011

Overseeing various infrastructure projects for the IT Service Delivery area, provided ITIL process improvement consultation. Managed desktop rollout upgrade project as well as numerous ad hoc projects, reported directly to the CIO. Participated in board meetings to discuss latest trends to develop End User Computing strategies.

ABN–AMRO BANK

First Vice President, Infrastructure Services 12/2007 to 11/2009

Assembled and managed a team of eight project managers, established the overall Project Management Office (PMO) and led two major projects during time period: Integration for Royal Bank of Scotland’s (RBS) acquisition of ABN AMRO North America Bank (AANA) and the "disentanglement project" for Bank of America Corporation’s (BAC) acquisition of AANA branches. Defined and implemented ABN AMRO Infrastructure Service’s PMO with matrix teams of internal/external/offshore resources. Successfully lead numerous other matrix managed projects with reporting requirements to the PMO's of all three banks for over two years - the results were on time, for the agreed cost and as specified.

Key Projects/Accomplishments:

• Member of senior strategic IT team providing oversight for several mission-critical, high profile integration, disentanglement and separation of projects, including:

• BAC Network Separation; Chicago Data Center Decommissioning; BAC Email Separation & RBS Email Integration; RBS Americas Network Integration; New York Relocation.

• Coordinated between Bank of America Corporate and IBM to create and deploy standardized governance structure for IBM’s Requests for Service, as well as created and administered Request for Service governance criteria and processes for ABN AMRO NA.

• Documented and managed operational processes targeting standardization, internal controls and cost containment.

First Vice President, Global End User Computing 11/2005 to 12/2007

Member of senior strategic IT team charged with full planning, strategic steering, fiscal and governance oversight for a multivendor globally outsourced IT organization. Direct oversight for IT vendor contract compliance, SLAs, knowledge transfer and internal client services.

Key Projects/Accomplishments:

• Managed Service Delivery as well as vendor sourcing and negotiations and directed transition of all IT end user computing services to third party with extensive travel to the Netherlands. Strategic senior member heavily involved in the transition of all ABN AMRO IT operations in North America, Netherlands, Brazil and Asia-Pac to IBM.

• Assisted in guiding global teams to execute large-scale transformation projects, consolidation and standardization to integrate four regional operations into one global IT organization: standard desktop deployment (50,000+ seats), server consolidations, active directory launch.

• Traveled to Padua, Italy leading planning and execution to integrate Banca Antonveneta’s local End User Computing operations into one global IT organization; directed outsourcing to EDS in early 2007.

• Member of senior strategic IT team which managed 17 major global transformation projects; approved £20 million in payment milestones.

Vice President, End User Computing (Distributed Systems Management)5/1999 to 11/2005

Multi-functional IT Service Delivery role encompassing oversight management of all Level IT support for 47 sites/three trading floors in Chicago area (9000 clients). Directed 30 staff members with five managers across four teams. Full budgetary, strategic planning and service level compliance oversight for level II desktop and LAN administration. Managed a $3 million budget. Redesigned procedures to reduce costs and increase service quality. As well as Business Continuity Recovery and Sr. project manager for all major roll-outs from concept to implementation.

Business Continuity Manager: Managed Disaster Recovery efforts for our internal IT Dept as well as our external Tier 1 and Tier 2 clients for 6 years. Led Disaster Recovery Efforts in 2004 when major fire destroyed and/or damaged equipment in the 135 S. LaSalle Building; developed crisis-resolution strategies, hired 3rd-party vendors to rescue data, set-up remote sites, and restored banking organization to full operational status within 48 hours. Created recovery plans, designed procedures and managed disaster recovery for multiple business units (2,000 clients). Coordinated and executed business continuity call tree and table top exercises.

Sr. Project Manager: Managed numerous migration and IT upgrade projects for customers throughout DSM (9,000+), as well as more than 385 major roll-outs/moves across 47 locations throughout the Chicago metropolitan area.

Accomplishments

• Strategic member in implementing ITIL Incident, Change, and Service Management processes throughout IT shared services organization.

• Managed IT Asset Management coordination efforts between engineering and shared services in the design, implementation, and management of selected enterprise tool set in regards to Incident Management, Problem Management, Asset Management, and CMDB for data management, metrics, and reporting.

• Defined and controlled the components of IT services and infrastructure to maintain accurate configuration information on the historical, planned and current state of the services and infrastructure.

• Directed operational turnaround of three different IT departments: increased service levels and kept SLAs at 95% - 99% in all categories.

• Maintained budget; reduced unit price by 5%+, while maintaining service levels.

• Generated revenue with after-hour moves, department shuffles and Business Continuity exercises / projects.

• Sr. Project Manager, Atlas initiative: Migration from Novell to MS Active Directory for more than 9,000 clients in the Chicago downtown campus and across 47 remote metropolitan sites.

• Instrumental in HW infrastructure set-up/relocation for five new remote sites.

Sr. Project Manager (Distributed Systems Management) 2/1998 to 5/1999

Oversight for multiple internal projects from concept through implementation, testing, launch and training. Focused projects for on-time, on-budget completion with no impact on business.

Key Projects/Accomplishments:

• Designed all procedures for distributed systems management department.

• Deployed common maintenance processes (Microsoft SMS),which rapidly rectified desktops and applications, while maintaining Y2K certifications.

• Projects: deployed 4,400 workstations; installed, upgraded or patched more than 140 servers; set-up/standardized 770 new DSM clients; migrated cc:mail to notes for 2,000 clients.

OAO TECHNOLOGY SOLUTIONS (ICOR), Schaumburg, Illinois (1996-1998)

Sr Project Manager, Y2K/NT Roll-out (ABN AMRO N.A.) 9/1997 to 2/1998

Key Projects/Accomplishments:

• Created data/tech infrastructure documentation for ABN’s Mexico branch for Y2K verification

• Planned and developed all facets of migration plans for Windows NT 4.0./NetWare 4.11 solution for branch’s desktop and LAN/WAN servers.

Project Manager/IT Consultant (IBM Global Services) 7/1996 to 9/1997

Developed migration plans for implementing outsourcing solution for desktop and LAN server administration by IBM Global Services/Ameritech alliance.

CERTIFICATIONS: ABN AMRO One Bank No Boundaries Collaboration & Knowledge Sharing Award,. ITIL Achieving Foundation Certification V1 (currently in process of V3 certification), Certificate of Continuing Education for Managing Projects, Priorities and Deadlines. Certificates of Achievement MOC732: Supporting Microsoft Systems Management Server 1.2, MOC732: Supporting Microsoft Systems Management Server 1.2, MOC689: Supporting MS Windows NT Server4.0. Certified NetWare Engineer 2.X, 3.X. and 4.X.

EDUCATION:

DEVRY UNIVERSITY Electronics Technician Graduated 1983

WESTWOOD COLLEGE Information Technology - Currently enrolled for Aug 2012

MASSACHUSETTS of TECHNOLOGY Electrical Engineering and Computer Science (Open-Courseware Student)

LANGUAGES: Bilingual: Fluent in English and Spanish.

Contact this candidate