IT Director / Deployment Manager Resume

Title
IT Director / Deployment Manager

Primary Skills
Leadership, Project Management

Location
US-MI-Detroit (will consider relocating)

Posted
Feb-03-09


SUMMARY

An innovative, highly accomplished information technology manager with extensive experience in infrastructure and data center operations, systems management, servers, hardware/software, IT security, and desktop support. Defines standards and processes to impact the quality of services delivered to the customer. Drives technical improvements throughout the organization to deliver measurable, successful results and continuously improve the business.
As a business-savvy, accountable, and straightforward leader, applies fixes with a focus on short- and long-term needs. Maintains composure in stressful situations, discovering the cause of the problem and providing alternatives while understanding the impact of tactical decisions. With compassion and patience, enhances employee skills and talents, providing an effective and efficient team. Builds trust and solid relationships throughout a business as a good listener who thinks things through before speaking. Develops long-range plans to meet the strategic goals.


EXPERIENCE


GMAC, Detroit, Michigan
Project Deployment Manager, September 2008 - Present

Deployment Manager for GMAC's Financial Services Motor Insurance Corporation division. This position serves as the primary interface to various application hosting vendors for deployment and integration of applications into the infrastructure and is accountable for infrastructure milestones. Responsibilities include: Analyzing, evaluating, and recommending changes to IT infrastructure components based on specific business and technical requirements; Managing infrastructure risks and issues through resolution; Developing, managing, and executing deployment processes; Managing and executing GMAC and vendor procurement processes.

? Process Development: Documented processes that defined roles and responsibilities of Deployment Managers, Project Managers, Hosting Vendors, and others in the Global Infrastructure Delivery Engagement procedure. Documented standard tasks and time to deliver dashboards and presented to Program and Project Managers that set expectations and tracked task deliverables.
? Infrastructure Readiness: Leveraged prior knowledge and experience in working with hosting vendors to ensure infrastructure is available when required by the projects. This included recommending the build-out of storage infrastructure even though all storage components were not on-site, keeping the task on target and meeting the project milestone date.
? Deployment: Responsible for research, creation, submittal, and follow-up of infrastructure purchase requests and deployment requests. Responsible for reviewing hosting vendor infrastructure responses for all GMAC Motor Insurance Corporation engagements. These include engagements with over $6,000,000 in infrastructure costs.



BLUE CROSS BLUE SHIELD OF MICHIGAN, Detroit, Michigan
Project Deployment Manager, 2006 - 2008

Deployment Manager for a hosting transition project. Responsible for relationship and liaison management between IT Systems Operations (SO) and the project. Responsibilities include procurement activity coordination, Service Level Agreement creation and contract management, licensing activity coordination, resource planning and coordination, testing process coordination, release management coordination, and program status reporting.

? Procurement Management: Worked with BCBSM Procurement on hardware and software purchase requests to ensure the best possible pricing was obtained. Wrote up Proposal for the Acquisition of Capital Equipment, Software, or Services (PACES) justification documentation for purchases over $10,000 and worked with Finance on creating procurement requests.
? Technical Solutions: Participated in defining technical solutions to resolve project testing and production issues. These included off-shore network connectivity, infrastructure capacity, and printing solutions. Solutions included implementation of Citrix to resolve network bandwidth issues associated with testing tools, determining the network connectivity approach for general application access, implementing VPS for remote mainframe printing which eliminated the need for additional printer hardware, and defining the distributed server infrastructure to meet the project's testing and production requirements.
BLUE CROSS BLUE SHIELD OF MICHIGAN, continued

? Service Level and Operational Level Agreements: Working with the project and SO, developed SLAs and OLAs for supporting off-shore testing. Responsible for reviewing SLAs developed by IT in support of the project.
? Resource Planning: Developed a monthly resource tracking process that allowed SO Managers and Leads to understand resource allocations within their teams. This process also feed allocations to the project. Developed resource allocation burn rate process to measure how SO resources were tracking against allocations and identify future resource availability issues.
? Testing Coordination: Responsible for coordinating the distributed systems testing schedule with SO and the project. This included reviewing work plans and schedules with SO and resolving scheduling conflicts in a shared distributed environment. Also participated in resolving scheduling issues in the Mainframe test environment.
? Solutions Documentation: Working with SO Service Delivery, created Service Center Primus solutions documents that supported issue resolution for new applications.
? Production Deployment: Responsible for creating Service Center BlockPoints and Change Controls for hardware and software deployments as well as application deployments to production environments.
? Release Management: Participated in the development of a release management process that utilized SharePoint, PVCS, and existing processes for tracking applications through test and production environments.
? Project Status Reporting: Developed a weekly status reports to track SO deliverables with each of the SO areas that identified deliverable issues before they could impact the project.
? Process Creation: Ensured standard processes were documented and stored in SharePoint. Created a standard template for documenting not only the process, but the roles and responsibilities of each of the process steps.
? Budget Management: Managed Capital budget of $3,000,000 for infrastructure upgrades. This included developing a forecast spend report to ensure purchases met project deliverable dates.
? Customer Support: Resolved SO member's questions, issues, and concerns related to project deliverables. Resolved project technical and business member's questions and issues related to infrastructure environments. Facilitated communication between the project and SO when required. Used the request process for creating access ID requests, software deployments, and for standard desktop software purchases.



KELLY SERVICES, INC., Troy, Michigan
Director, Infrastructure Operations, 2002 -- 2006
Manager, Server Administration, 1990 -- 2001
Technology Analyst, 1984 - 1990
Managed operating budget of $3,700,000 and capital budget of $750,000 while maintaining budgets up to 8% below forecast. Held responsibility for day-to-day management of server administration, storage area network (SAN) management and desktop move, add, and change activity. Oversaw business continuance, identity management, workstation engineering, infrastructure projects, and data center operations. Directed VMS, UNIX, Windows, Mainframe and code promotion/release management.
? Storage Management: Developed business case to split out storage management from server teams and define storage as service to information technology, improving operating efficiency and service.
? Desktop Support and Software: Focused department on using Microsoft RD/RA for remote desktop support and Altiris for distributing software to desktop, reducing resource time per call and travel expenses by 75%.
? Migrations: Combined VMS, Unix, and z/OS teams into one and provided cross training to migrate VMS and z/OS platforms and port to Unix. Reduced expenses by $200,000 and improved support for Unix platform. Migrated 350 Windows 2003 servers and active directory, including interviewing consultants, developing statement of work and project plan, managing consultant engagement, and working with international data centers.
? Automated Work Flows: Worked closely with technical and application teams to create automated work flows that reduced time spent per action. Obtained agreement on standards for adding new applications.
? Netware to Windows Transition: Developed project to move Netware function into Windows, including redefining directory structure in Windows. Improved security and navigation of the directory tree. Reduced customer help desk calls and realized a cost avoidance of over $100,000.


Kelly Services, Inc, continued

? Outage Reduction: Created change management process that reviewed and approved system and application changes before implementation, reducing system and application outages. Developed problem management system that tracked incidents as well as root cause analysis, eliminating outage reoccurrences.
? Next Generation System: Designed next generation system to implement 5 node clustered system that met defined requirements and had ability to grow with business.
? Server Deliverables: Oversaw server technology component deliverables to replace front office system running in VMS. Worked closely with Purchasing to negotiate price reductions on purchases and maintenance contracts, realizing cost avoidance of $3,000,000.
? Best in Class Operational Services: As part of the company's ITIL implementation, served as member of core project team to oversee service desk, incident management, change management, and problem management. Led sub-project team on configuration management to implement best in class operational services, reduce costs, and improve customer satisfaction.
? Corrective Actions: Led project to implement IT general computer controls corrective actions for gaps in domestic and international data centers, resulting in information technology passing audits with no deficiencies.
? Sarbanes-Oxley Compliance: Ensured Sarbanes-Oxley compliance by leading teams to create processes that addressed identified deficiencies in system management and identity management. Led implementation of company and information technology-wide processes to address all Sarbanes-Oxley requirements.
? Vender Management: Managed performance of hardware vendors to meet service objectives, training needs, and cost containment by developing supplier account management process that allowed rating reviews with vendors.
? Capacity Planning: Developed first capacity planning process for VMS environment that supported rationale for upgrading VMS systems, leading to more proactive approach in identifying capacity bottlenecks and reducing performance impact on applications.
? Roles and Requirements: Created operation level agreements to address conflicting roles. Designed operational readiness review process to define requirements for teams, increasing morale and reducing system outages.
? Certification of Business Continuance Processes: Led business continuance in design of process to capture needed information and developed simplified certification process.
? Tiered Storage: Developed tiered storage approach to provide customers with menu of items that defined what storage tier was appropriate, reducing capital and operational costs.



ADDITIONAL EXPERIENCE

VLASIC FOODS, INC., Farmington Hills, Michigan, System Programmer/Analyst. Maintained programs in Cobol, DERPG, and RPG languages. SYSTEMATIC, Warren, Michigan, Computer Operator/ Programmer. Served as IBM mainframe computer operator and oversaw daily batch processing of bank transactions.



EDUCATION

CENTRAL MICHIGAN UNIVERSITY, Mount Pleasant, Michigan
B.A., Business Data Processing



CERTIFICATION

ITIL Essentials, 2005
VMS Operating System Architecture Certifications, 1991 - 1992
Business Management, University of Michigan, 1992



PROFESSIONAL DEVELOPMENT

Quality, 1998 - 2004
Sun Solaris Fundamentals, 1999
Project Management, 1999
Leadership, 1997



AFFILIATION

Information Technology Service Management Forum (itSMF), 2005 - 2006
AFCOM, 2005



TECHNICAL SUMMARY

Microsoft Office Suite, VMS, VAX/Alpha, Solaris, Sun, z/OS, IBM, PCs, EMC Storage Area Networks, McData and Cisco Director Class Switches, Windows OS, Dell, EMC's ECC, Storagescope, Microsoft MOM, BMC's Patrol, Mainframe Omegamon, Altiris, Microsoft RD/RA, Bindview, CA Top Secret, BMCs Control-M, CA-7, Biztalk, Sterling Commerce Connect Enterprise, PVCS, HP Service Center



AWARDS

CIO Club - Mainframe Upgrade Project, 2004
CEO Merit Award - Front Office Implementation Project, 1992

Certifications
ITIL Essentials, 2005
VMS Operating System Architecture 1992
Business Management, University of Michigan, 1992

Quality, 1998 - 2004
Sun Solaris Fundamentals, 1999
Project Management, 1999
Leadership, 1997



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