IT Manager Resume

Title
IT Manager

Primary Skills
PMP, ITIL Implementation Manager, IT Service Manager, IT Operations Manager

Location
US-TX-Austin, TX (will consider relocating)

Posted
Jun-08-09

PROJECT MANAGER / ITIL MANAGER / Change Management / Contract Negotiations / Customer & Vendor Relations / Global Operations / ITIL & Cobit Methodologies / DOD / Risk & Asset Management / CPI / End User Operations

An experienced Senior IT Project Manager with proven capabilities in technological operations, telecommunication, service delivery, application development, procurement, and strategic planning, I have consistently demonstrated a passion for developing people and resolving complex problems. I routinely delivered multiple diverse projects on time and under budget in the public and private sectors, routinely cutting costs and boosting revenues and profits. I also offer an extensive background in procurement and sourcing.
? Manage complex IT projects involving interrelated disciplines and system development lifecycle
? Spearhead system design processes, operational methodologies, and implementation activities
? Integrate system analysis, database administration, and customer support into project plans
? Plan mechanisms to mitigate conflict and ensure adoption of change
? Apply ITIL and Cobit methodologies
My technical skills include the following: Hardware -- PC Intel/AMD-based Intel servers; Software/Applications -- MS Office 2003 & 2007, Visio 2003 & 2007, Project, LANDesk, Altiris, PeopleSoft, BMC Magic/Remedy, Rational Rose, Sharepoint; Operating Systems -- Unix, Linux, all Microsoft VMware; Programming Languages -- HTML, PHP Nuke, VB, Scripting, C, C++, Fortran, Assembler, Cobol.
Included in my credentials are an MA in Computer Management from Webster University and a BS in Computer Science from Rollins College. As a Captain in the US Air Force, I held a Top-Secret SCI Clearance.
PROFESSIONAL EXPERIENCE

2008 -- 2009 Plexent Inc. Dallas, TX
Consultant -- ITSM and Project Management -- A multi-million-dollar ITSM/IT consulting services firm. Interviewed and facilitated multiple meeting with the worldwide customer locations to identify and specify project management processes. Developed a PM framework and Specification with an accompanying engineering process and procedures guide in support of operational effectiveness initiative for Dell Computers. Standardized project management across all Dell business units. Conducted a detailed analysis to define opportunities for new and improved business process solution.
• Developed global framework. Dell hired Plexent to develop a project management framework tailored to international business needs. Created 200+ page documentation process tailored to Dell PM Framework, (DPMF) followed by a detailed 400+ page process/procedure guide. Consolidated multiple data sources, conversations, and documents to generate a visual process flow, saving millions in valuable resources.
• The implemented processes and procedures resulted in consistency across the worldwide Project Management Offices.

2002 -- 2008 Lower Colorado River Authority (LCRA) - TX State Agency Austin, TX
Manager, Information Technology Asset Management
• Led the organization in an Information Technology Asset Management infrastructure program that included analysis, assessment, planning and execution of activities to address key shortfalls in software compliance, service level management, and systems change management at State of Texas Agency. Five-year program applied people, processes, and tools to lower IT costs and maximize use of resources. This Technical Program Manager position included planning and executing consolidation efforts for large server, desktop and network infrastructure consolidation projects.
o Program consisted of over 500 tasks, requiring concurrent projects managed by assigned project managers and matrixed teams throughout IT and Telecom.
o Established capacity management to ensure full, but not overuse of servers and network.
o Established extensive data warehouse of hardware and software within the organization, including all cost and contract information.
o The design methodologies included multiple benchmarks throughout all phases to evaluate the effectiveness of the implemented processes, procedures and equipment.
• Managed team responsible for software purchasing and compliance of over 2,000 applications. Actively established and managed contracts with Microsoft ($1.4M), Oracle ($3M), Dell ($3M), IBM ($2M), Canon ($1M) and multiple other business critical vendors.
• Developed an Enterprise Change Management program to improve reliability and communication of all teams. This progressively responsible position included experience in managing complex server environments, including capacity planning, operating system upgrades, system software upgrades, and implementing server hardware upgrades. The position included planning and managing IT infrastructure-related projects of varying size and complexity to align with IT goals and objectives.
o Eliminated revenue losses. Two separate data centers made up a significant network covering 2400+ square miles. Lack of communication between the two resulted in both being offline concurrently, causing a $2M revenue loss plus fines. Created change management board comprised of cross-functional staff. Enabled efficient scheduling of releases, tests, upgrades, and back-out plans, significantly reducing costly shutdowns.
• Developed and implemented process improvements throughout IT and Telecom. Applied COBITS and ITIL frameworks to ensure customer satisfaction and improved service. This position required extensive experience communicating project plans, status, issues, and technical information to senior executives, mid level managers and staff. Conducted multiple classes on the new processes, procedures and how to use the new tools.
o The implemented tools significantly increased the ability to report on changes, status and capacity. A reluctant staff adapted quickly to the change and embraced it with use and experience.
• Established and managed over 45 Service Level Agreements between IT, Telecom and the end user. In addition, established over 30 Operational Level Agreements within IT, Telecom, and facilities to ensure that SLA objectives could be met. With clear expectations and communications, all parties worked together productively and with significantly less conflict.
Manager, End User Operations
• Served as Functional and Project Manager for the $1.8M operation of 2400 desktop and laptop computers. Providing Project Management of software and hardware deployments.
• Managed 19 people providing Service Desk, Desktop Support, Training, and Audio Visual day to day customer service. Supported negotiations and contract management of Dell, Microsoft, Canon, New Horizons, and several other strategic partner contracts.
• Developed strategic and tactical project plans to address the needs and growth of the customers in five different business units. Worked closely with Account Managers to define technology needs and service levels to ensure operational success for the customer.
• Project Manager for the distribution of all applications to the desktops and remote access servers. Established process to ensure distributions were thoroughly tested, piloted, had a back out plans in case of failure and distributed. The result kept the latest software on the desktop with all interacting and working together without conflict. Rational was used to support testing, to reduce manual interactions.


1997-2002 United Services Automobile Association (USAA) San Antonio, TX
Technology Project Manager
• Managed Software License Management Infrastructure Project, integrating and populating a software license database, developing automated reporting tools and developing processes for efficient use, and sustaining the software license infrastructure. Acted as a Senior Technical Architect in this large and complex organization. Recommended tools to support the system.
• Managed $1.2M IT workstation and server inventory project providing project management expertise, support, and standards to a 15-person assigned and matrixed development team. Managed the design, development, integration and transition to operations of an automated inventory system for approximately 30,000 assets. System implementation resulted in over $4M in savings in the first two quarters of operations by reducing software and hardware expenses, and preventing redundant and duplicate spending.
o Mitigated risks. Company lacked tools to verify software licenses and validations, opening door to fines up to $250K per software violation. Identified overused/underused licenses, made required corrections, and created documentation to ensure full compliance. Averted potentially costly fines and legal action. Additionally reduced risk of possible virus intrusion, cutting likelihood of expensive downtime.
IT Planner
• Conducted significant business Intelligence work, defining the relationship of IT with business units and ensuring IT was providing the tools and capabilities they needed.
• Supported the establishment and initial execution of an Acquisition and Vendor Planning Unit. The unit combined disjointed functions of operations and procurement by implementing Project Management Institute processes to manage projects with IT acquisition elements for the USAA contracting and project management processes. Transitioned the system into operations, resulting in an immediate reduction in costs.
• Negotiated with multiple vendors including IBM, BMC, and Microsoft, saving over $18M during the process.


1995-1997 Command Technologies, Inc. San Antonio, TX
Assistant Program Manager / Software Engineer Level III
• Managed and developed Intelligent Training Systems Research using modeling, simulation, multi-media, the Internet and virtual reality. Developed and administered multiple UNIX and Windows operating systems, hardware platforms, and networks.
• Served as on-site manager of nine full-time and three part-time personnel, seven consultants, and two sub-contractors with over seven personnel.
• Successfully submitted bids for Requests for Proposal on multiple government contracts, resulting in the awarding of three contracts.
CERTIFICATIONS

2007, Certified ISO 19770-1, SW Asset Management.
2006, Certified ITIL Practitioner.
2006, Certified ITIL Foundations.
2005, Certified IT Asset Manager.
2001, Project Management Institute, Certified Project Management Professional.
2000, Certified USAA Business Project Manager, Level 1.


EDUCATION

1993 Webster University, St. Louis, Missouri, M.A., Computer and Information Systems Management.
1984 Rollins College, Winter Park, Florida, B.S., Computer Science with studies in Numerical Methods.



ACHIEVEMENTS

2004 -- Present, Austin PMI Board of Directors.
2009 -- Present, itSMF Austin LIG Board of Directors.
2006, Software Asset Manager of the Year, Honorable Mention.

Contributing-author: Applied Modeling and Simulation: An Integrated Approach to Development and Operation, Space Technology Series, McGraw Hill, 1998. ISBN# 0-07-228303-3


AFFILIATIONS

Austin Chapter, Project Management Institute - Board of Directors.
IT Service Management Forum itSMF -- Board of Directors.

International Business Software Managers Association --
Multiple Speaking Engagements, Contributing Author.

International Association of IT Asset Managers.

Certifications
2007, Certified ISO 19770-1, SW Asset Management.
2006, Certified ITIL Practitioner.
2006, Certified ITIL Foundations.
2005, Certified IT Asset Manager.
2001, Project Management Institute, Certified Project Management Professional.
2000, Certified USAA Business Project Manager, Level 1.


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