Director, Vice, Project, Technology, T/S Clearance, PMP Resume

Title
Director, Vice, Project, Technology, T/S Clearance, PMP

Primary Skills
Technology Managment, Project Management, Systems, Operations, Development

Location
US-TX-Houston (will consider relocating)

Posted
Feb-05-09

SUMMARY

Versatile senior leader, team builder and motivator certified as a Project Management Professional (PMP), IT Certified Project Manager (CPM), ITIL foundation certified and six-sigma implementation experience. Possesses a strong ability to drive solutions at the lowest level through effective staff development and process improvements while maintaining control over logistical support costs. A persuasive consensus builder who influences the attitudes and ideas of others from the front line staff to the boardroom to achieve results. Demonstrated ability to analyze business and technical issues, develop alternatives, and implement solutions. Possess active USG Top Secret/SCI clearance.

Leadership Budgeting/P&L Continuity Planning Customer Relations
Program Management Vendor Management People Management RFP Responses
Risk Management Contract Development Program Office Web Operations
Process Improvement Network Operations Project Management Change Management

ACCOMPLISHMENTS

• Optimized operations for a global technology center increasing business capacity by 35%.
• Grew client base and devices under management by 47% in under 2 years.
• Achieved 91% client retention through technical, functional and procedural enhancements.
• Implemented Hurricane RITA business continuity plan and follow-on return to normal operations.
• Directed day-to-day operations and content management for the award winning www.usaa.com
• Prioritized and executed a $20 M portfolio of Electronic Commerce development projects.
• Designed and implemented best in class customer support center initiatives.
• Led a team to develop a WMD terrorism response plan for the State of Texas.
• Executed a two-year $6M technology upgrade, increasing efficiency and reducing costs by 20%.
• Project Manager during construction of the $100M Fiesta Texas theme park.
• Recognized for outstanding professional achievement by the Project Management Institute.
• Board of Directors member for a $200 M FCU serving on the Finance and Executive Committees.
• Published author as a staff member of the United States Army War College.
• Received customer satisfaction and performance ratings of 9.2 on a 10.0 scale.
• Project Management Professional, Six Sigma Green Belt and ITIL Foundation certifications.

EXPERIENCE

Continental Airlines, Houston, TX 2008 -- Present
Technology Operations Director

Manage technology end-user services, provided by a combination of over 170 Continental and 3rd party resources delivering Technical Field Support. This team supports all end-user environments provided by Continental including additional services from 3rd party common-use vendors. Manage the enterprise device maintenance across Continental's global system. Directed all activities designed to enable a stable technology production environment including management of Continental's Technology Service Desk handling an average 20,000 calls per month. Manages enterprise wide ITIL processes including Request, Incident, Problem, Change, Knowledge, Asset and Configuration Management. Overall responsibility for the consolidated enterprise operations center focused on proactive system management and incident resolution across the technology infrastructure. This team provides the remediation, notification, and escalation as necessary to other technology teams for all system incidents.

Operation Jump Start, Austin, TX 2006 -- 2008
Inspector General - Colonel

Plan, direct, conduct, and monitor Inspector General activities for the Presidentially directed Southwest Border mission supporting the Customs and Border Protection Agency. Independently receive process and respond to complaints and assistance requests from any source on matters pertaining to Operation Jump Start. Conduct investigations and investigative inquiries as required into allegations of mismanagement, fraud, waste or abuse, improper conduct, abuse of privileges or power, etc, by interviewing personnel, reviewing data, analyzing facts, and researching regulations to ensure compliance with all governing laws, regulations and policy for the 1,800 assigned personnel. Voluntary active duty assignment.

Getronics, Houston, TX 2004 - 2006
Information Technology Director

Responsible for the complete operation of the North American 24X7X365 Infrastructure Solution Center, a highly sophisticated technical (Microsoft Gold, Cisco Gold) team managing 12,000 network devices and 1,800 servers across 15 regional and global client infrastructures including industry leaders Chevron, Occidental Petroleum, Elizabeth Arden, Defense Logistics Agency and American Family Insurance. Managed six direct reports and seventy-five indirect reports providing client services for software and hardware availability, network performance, incident management and resolution, capacity and systems planning, security operations, IP telephony, monthly performance reporting, routine and emergency change management, client relationship management, and all support activities required to win new business from presales through contract negotiations.

United States Army War College, Carlisle, PA 2003 - 2004
Director

Member of the staff and principal advisor to the Director of the Center for Strategic Leadership. Developed and project managed games, simulations, workshops and conferences from the initial formative stages through execution on leading issues effecting National policy. Focused on issues in the use of military and interagency resources across a wide spectrum of national strategic and policy issues. Established and maintained relationships with congressional members, interagency leadership and senior defense industry partners. This was a voluntary active duty assignment as a Lieutenant Colonel, Signal Corps, U.S. Army.

Genuity Solutions, Inc. @ Shell Oil Products US, Houston, TX 2001- 2003
Program Executive

Responsible and accountable for the overall execution of a 3-year $25 million managed services agreement operating at the CXO level. Led a successful turn-around effort of an ISO 9001 certified project office team in all aspects of contract delivery. Implemented processes for the architecture, design, planning, scheduling and management for the program to develop, implement and maintain a large web-hosting infrastructure. Overall responsibility for technical performance, schedule, delivery, acceptance, operations, program financials and customer satisfaction.

USAA, San Antonio, TX 1990 - 2001
Business Technology Director

Progressively increasing responsibilities in a variety of business and technology assignments including Advanced Technology Research, Network Operations, Corporate Planning, Business Systems Integration, Application Management, and E-Commerce culminating with enterprise-wide responsibilities for planning, operations, forecasting and budgeting USAA's Electronic Commerce Program Office directly reporting to the CEO. Managed cross company resources within this Fortune 200 company delivering business and technology capabilities enabling strategic and operational priorities and objectives.

Teachers Insurance, New York, NY 1987 - 1990
Telecommunications Analyst

Senior staff member responsible for customer relations technology in advanced customer contact center and trading room operations. Lead numerous business, construction, and technology projects supporting ongoing business operations.

NJ Department of Military and Veterans Affairs, Trenton, NJ 1986 - 1987
Telecommunications Manager

Comprehensive responsibility for telecommunications services in statewide agency including budgeting, business and technical staff management.

IBM, White Plains, NY 1984 - 1986
Data Analyst Assistant

Provided extensive research, monitoring, and presentation of information technology and telecom industry trends and developments impacting IBM's principle lines of business.

EDUCATION

Certificate (In progress), Chief Information Officer, National Defense University, Washington, DC

MBA, Strategic Management, Pace University, New York, NY

BBA, Information Systems, Academic Scholarship, Pace University, White Plains, NY

AAS, Computer Programming, Bergen Community College, Paramus, NJ

Certifications
PMP
Six Sigma
ITIL Foundations


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