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PROFESSIONAL PROFILE
Currently, as a Project Manager and Account Focal with IBM, my respective functions include transitioning new customer accounts into IBM's portfolio of external accounts, as well as manage the day-to-day outsourced services provided to these accounts. I also manage the transformation of IT operations to offshore countries. As a Team Lead, I managed a team of information specialists engaged in supporting multiple external customer accounts in a distributive environment.
With over 10 years experience in information technology, my roles ranged from technical, consulting, project management and administration in a variety of industries. During this time I have become proficient in business process analysis (BPA), asset management, presentational speaking and team leadership, all of which enhance my ability to communicate technical details to a wide variety of skill levels.
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PROFESSIONAL EXPERIENCE
| International Business Machines (IBM), Syracuse, New York |
1999-Present |
Team Lead / Transition Project Manager
- Team Lead of 25+ employees and contractors dispersed throughout the U.S. at numerous customer account sites and remote locations
- Developed patch management services for an existing account and worked to sign two (2) additional accounts to the team’s portfolio
- Author, review and implement process, procedures and Process Interface Manuals for accounts
- Authored a Tivoli Remote Control Familiarization and training document. This document was subsequently used by Help Desk and Deskside teams on various accounts as well used as a training tool by my fellow team members
- Resolved delivery issues of prerequisite services by authoring Documents of Understanding (DOU) to incorporate standards of services and delivery. Attained concurrence with various team leads, managers of other teams and business units
- Drove initiative to populate team database with standard account documents. This ensured flexibility of resource assignments between various accounts (cross training) as well as a decrease in support costs for the customer
- Worked with account Service Delivery Managers (SDM) to successfully establish testing and Change Management back-out and approval processes for package distribution requests. Significant decreases in delivery of bad or corrupt code to the services team by the customer application developers resulted
- Interface with IBM project management offices and customers regarding resource assignments, contract issues, customer satisfaction, current and potential services for delivery
- Provide resource sizing estimates for delivery of services to customer accounts
- Monitor and manage severity 1 (sev. 1) issues as needed
- Created a database to track Request for Service (RFS) activities at a customer account reducing administrative costs while improving efficiency
IT Specialist
- Installation, upgrade, issue resolution and knowledge transfer of systems management tools at external customer sites. Integrate systems with UNIX, Linux and Windows operating systems
- Firewall / DMZ, security applications implementations and configuration
- Authored training documents and status reports for customer use. Train customer personnel to use purchased IBM tools as needed
- Interface with external customers in requirements and data gathering activities necessary to identify needs and develop solutions
- Authored a database to collect lessons learned and daily activities. Database provided customer status reports and was utilized as a knowledgebase tool
| National Grid, (formally Niagara Mohawk Power), Syracuse, New York |
1985-1999 |
Systems Analyst (1996–1999)
- Project managed and implemented a predictive dialer switch, which improved the quality, and availability of customer service representatives in a communications center. Procured the required funds from various outside sources, thus guaranteeing project maturity after departmental budget and project cuts. Coordinated vendor resources and RFP
- Replaced obsolete computer equipment and local area network (LAN) by procuring equipment in such a way that it virtually did not require any departmental funds
- Net savings and increased funds realized by department was $173,000+ my first year
- Infrastructure systems management tool Administrator of a statewide enterprise
- LAN administration and support of Novell and Microsoft network operating systems
- Deskside support and Help Desk representative
COMMUNITY SERVICE
| Empower Federal Credit Union, Syracuse, New York |
2007-Present |
Finance Committee Member Volunteer
- Review credit union policies for updates, additions and removal as recommended by Senior Management and the Finance Committee
- Recommend credit union policies changes to the Board of Directors
- Perform annual policy review as required by National Credit Union Administration
EDUCATIONAL BACKGROUND
- M.S. in Telecommunications and Network Management at Syracuse University
- Postgraduate certificate in Information Systems and Telecommunications Management at Syracuse University
- B.S. in Speech Communication at Syracuse University
- A.S. in Administration of Justice at Onondaga Community College
- IBM Project Management Orientation. PMI classes in progress
- Microsoft Certified Software Engineer (MCSE) courses
- Storage Area Network Introduction, Planning and Implementation
- Microsoft Certified Professional (MCP) with NT Server and NT Workstation
RECOGNITION
- Technical Leader Program at IBM
- IBM Personal Business Commitment annual rating of 2+, previous rating of 1
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