Proficient  IT  Executive specializing in program and project management eager to contribute technical expertise as well as strong operations management, client relations and team leadership skills toward actively supporting an organization in maximizing performance.

 

 

Substantial blend of technical and business savvy with proficiency in full-scope project management including resources allocation and steering seamless implementation. Extensive background in service delivery and account management. Excel in P&L accountability, budget administration, change management, identifying cost savings, and SLA management.  Highly focused leader who effectively develops, motivates and leads cohesive, productive, and service-driven teams. Equally proficient in hands-on technical roles spanning technologies such as Cisco networking devices, Windows NT, Microsoft Office Suite, Novell networks, Nokia firewalls, anti-virus software, wireless switching/networking, and Dell computers and servers.  

 

Selected Achievements:

 

         Led Molex to extend service contract with Unisys for an additional five years, and expanded support to 2,700 users by providing top-quality client service.

         Championed efforts for Illinois Tollway to lengthen service contract for an additional two years by deploying process to patch application server environment and attain 99% server uptime.

         Cultivated, nurtured and maintained exceptionally strong customer relationships critical to significantly elevating customer view of Unisys services.

         Transitioned client account from solitary call center to multiple facilities on time and under budget.

         Reversed under-performing account (-26%) into positive revenue account (+28%) by orchestrating a major account financial reconciliation and effectively decreasing operating costs.

         Project-managed substantial server/router/firewall replacement in four months and under budget.

         Slashed operating costs for Unisys 20% through innovatively introducing offshore service desk model.

         Streamlined and standardized process and procedures for vendors to more effectively meet contractual agreements and increase customer satisfaction.

 

 

Unisys, Chicago and Lisle, IL, 1980 to 2009

Steadily advanced throughout a series of promotions based on proven technical acumen, leadership attributes, performance, dedication, work ethic, and results.

Service Delivery Program Manager, Molex & Illinois Tollway Accounts        (2007 to 2009)

         Applied sharp multi-tasking expertise toward efficiently managing Service Desk, Server Hosting, and Application Development Services.  

         Seamlessly coordinated service delivery for all account programs as chief point of contact.

         Strategically managed budgets and P&L controls to optimize use of resources and bottom-line profits of $10M annual revenue volume.

         Managed, motivated, coached and directed service team of 10 productive IT professionals.

         Directed service delivery towers to achieve and exceed contractual service level agreements by implementing targeted training and certification process.

 

Continued

 

 

 

 

Professional Experience continued                                                          Yyyyyy x. yyyyyy ~ Page 2 of 2

 

Program Manager, General Growth Properties Account        (2006 to 2007)

         Spearheaded technical support/service desk, server and network management, and asset disposal operations generating $10M in annual revenue.

         Directed and motivated team of 12, consistently emphasizing and enforcing top-notch client service, adherence to project timelines, and delivering quality support to 1,400 end users.

         Steered development and implementation of customized hardware asset disposal program valued at $10M.

 

Program Executive, Chicago Public Schools        (2005 to 2006)

         Directed team of 15 in servicing Chicago Public Schools technology needs by effectively collaborating with third party vendors to achieve and surpass goals for desktop break/fix dispatch and repair time.

         Controlled P&L for key account producing $10M per year.

 

Program Executive, Chicago Transit Authority Account        (2003 to 2005)

         Exercised solid organizational skills to oversee account representing $4.5M annually.

         Managed team of 10 support administrators in troubleshooting, servicing, and maintaining 45 critical file servers, 200 switches/routers and 3,000+ desktops.

         Successfully met and exceeded all contractual SLA agreements for all service towers.

 

UNIX Manager, City of Chicago Account        (2001 to 2003)

         Adeptly managed and supervised top-performing UNIX administrators in maintaining 65 critical Sun Unix servers which included City s emergency 311 and 911 server environment.

         Reliably maintained 99.9% uptime for complete server environment and delivered outstanding client service.

 

Prior background (1980 to 2001) includes roles in Network Architecture, Implementations, Project Management, and Internal Support.

 

 

ITIL Certified C IT Service Management Essentials

 

Six Sigma Lean C White Belt Certified

 

Unisys University:

         Services and Solutions Delivery Framework Project Planning

         Project Management; Analyzing Project Risk; Controlling Project Scope

         Risk Management; Change Control; Managerial Decisions; Capital Budgeting

         PMP/PMI Framework; PMBOK

         Virtual Team Leadership/Virtual Project Management

         IMS Infrastructure Maintenance for Implementation Managers

         Program Management Discipline

         Executing, Monitoring & Controlling, and Closing a Project

         Workshops for Infrastructure & Outsourcing

         Manager s Work Session on Performance Management