Seasoned, forward thinking and goal oriented IT leader experienced in developing IT departments from green field to highly productive, process-driven organizations seeking an opportunity to use analytical, strategic and operational skills to conceive, develop and implement initiatives that reduce operating costs, increase revenues, and transform the organization.

 

Summary of Qualifications

  • 17+ years experience guiding technical staff in the development of multiple concurrent complex projects that drive business growth, exceeding company strategic and financial goals.
  • Proven leadership developing and delivering creative solutions that ensure the organizations agility to adapt to today’s rapidly changing business environment.
  • Demonstrated ability to building, inspiring and lead an efficient IT department that is customer focused, prioritizes based on business value and delivers on time and on budget.
  • Experienced leader of multiple, successful IT Service Management transformations, which introduced process efficiencies, improved customer satisfaction, and demonstrable performance improvements. 
  • Speaker at national conferences on topics such as ITIL, ISO 20000 and CMMI-SVC, including the itSMF Fusion national conference, Pink Elephants International ITSM conference, and the Oracle Aerospace & Defense Summit.
  • Effective analyst, problem solver and communicator, strong negotiator with vendors, and able to foster excellent relationships with team members, upper management and customers.
  • Current DoD Top Secret / SCI security clearance

Areas of Expertise

    ·       Enterprise Architecture

    ·       System Architecture

    ·       CMMI-DEV & SVC

    ·       IT Operations Management

    ·       Data Warehousing

    ·       Lean Six Sigma

    ·       Service Level Management

    ·       RFI/RFP Proposal Support

    ·       Risk Management

    ·       Project Management

    ·       Supplier Management

    ·       Siebel CRM

    ·       Team Building and Leadership

    ·       Contract Negotiation

    ·       SQL Plus

    ·       Application Development Lifecycles

    ·       Budgeting and Financial Management

    ·       TQM/Quality Assurance

    ·       Strategic Technology Planning

    ·       Process Design

    ·       MS SharePoint

    ·       New Technology Integration

    ·       ITIL v2 & v3 

     

Education, Certifications, and Affiliations

  • University of Virginia, MS in Management of Information Technology
  • University of Florida, BS in Engineering
  • Certified PMI Project Management Professional (PMP)
  • Certified ITIL v3 Expert
  • Manager’s Certificate in Service Management (with Distinction) – ITIL v2
  • Lean Six Sigma Green Belt
  • Certified ISO 20000 Consultant
  • Certified Process Design Engineer
  • Memberships:  IEEE, itSMF, Project Management Institute, American Society for Quality

 

Professional Experience

General Dynamics, Herndon, VA                                                                    1/2004 – Present

Senior IT Manager

Direct Information Technology operations within the Intelligence Solutions Division of a global Fortune 100 company supporting the Intelligence Community, Department of Defense, federal agencies and coalition partners.  Oversee the development and operation of ERP and Business Intelligence systems in support of internal and external customers.  Manage $16 million budget and lead department of 52 IT professionals.

  • Exceeded cost reduction goals by over 200%, delivering $3.1 million in savings in 2009, while meeting all requirements and deliverables.  Continued to exceed cost reduction goals every year.
  • Achieved 40% savings over five year ROI by leading ERM migration team to deliver a lower cost, highly flexible alternative system.
  • Lead migration Guided IT department to a successful implementation of IT Service Management processes based on the Information Technology Infrastructure Library (ITIL) framework, culminating in ISO 20000 certification in seven months from initiation to successful registration.
  • Delivered positive business outcomes by manage a diverse portfolio of concurrent IT hardware and software projects to successful completion using the PMI PMBOK and CMMI-SVC methodologies.
  • Delivered annual cost savings of $400k by initiating and leading infrastructure virtualization effort using VMWare.
  • Contributed to successful proposal wins for contracts ranging from $10 million to $7 billion in total value.
  • Manage and coach diverse team of IT professionals, including software developers, network engineers, systems engineers, project managers, system testers, business analysts and desktop support analysts.

IMS Program Manager

Oversaw the release of multiple, concurrent Siebel, Oracle, Web/ASP, and Progress applications.  Supervised staff of Program Managers, Developers and Business Analysts and matrixed management of the System Test team.

  • Instituted Program Management Office, providing project management and portfolio management tools, policies, and techniques to deliver strategically aligned, coordinated projects maximizing value delivery to the customer.

IT Operations Manager

Managed IT Operations group, including: Release Management, System Test, Service Desk, Problem Management, Change Management and Configuration Management.

  • Designed and developed Release Management, Problem Management, Change Management and Configuration Management processes and procedures, increasing product quality while providing productivity improvements.
  • Coordinated the release of multiple, concurrent Siebel, Oracle, Web/ASP, and Progress applications for the intelligence community.

Addeco (Contracted to General Dynamics), Arlington, VA                        7/2002 – 1/2004

System Test Manager

Developed and oversaw a team of system testers for General Dynamics, including hiring, training and motivation which ensured the quality delivery of contract management applications for a $3.2 billion dollar government contract. 

  • Managed multiple, concurrent System Test projects of Siebel and web-based applications.
  • Developed System Test department from green field to a five-person team, including authoring all processes.

Cambridge Research Associates, Inc., McLean, VA                 4/2001 – 6/2002

Software QA Manager

Led multiple software release projects highly advanced, real-time 3-D virtual terrain visualization and fly through application which combined satellite imagery and remote sensor data to deliver battlefield awareness and mission planning capabilities to the USAF Predator drone program.  Coordinated change management, configuration management, quality assurance, quality control, and release management of multiple Java / C++ applications on a variety of platforms.

  • Establish Software Quality Assurance department from green field, authoring CMMI and IEEE compliant software lifecycle processes which delivered an improvement in defect density metrics by over 300%.
  • Spearheaded CMMI process improvement program, including a SCAMPI compliant assessment, directly contributing to multimillion dollar contract wins.

Telespectrum Worldwide, Inc., Linthicum, MD                                  1/1997 – 3/2001

Manager, Quality and Production Services

Developed and directed the Information Technology Quality Assurance, Help Desk, Production Control Departments and the Fulfillment Division of a leading global customer relationship management organization.

  • Built Information Technology Quality Assurance department, developing all related policies, procedures and performance metrics.  Grew Quality Assurance staff from zero to five QA Analysts in under one year.
  • Delivered a $300k increase in Fulfillment Division revenue by automating direct mail customer marketing process.
  • Improved IT service availability to 99.9% by instituting IT continuity processes.
  • Organized software development lifecycle of call center solutions, from inception to deployment, for Fortune 500 companies such as Sprint, Pfizer, US West, Wells Fargo, and UPS.  Oversaw requirements gathering, design, change management, system test, and release management.
  • Coordinated successful SQA, testing and migration of seven clients to a new CRM platform, requiring 112 new GUI screens and over 50 new reports during a large-scale company merger.

Computer Operations Manager

Administered Production Control and Help Desk departments, performed project management, software evaluation, and proposal preparation.

  • Consolidated, automated and standardized reporting, transmissions, and database maintenance functions into centralized Production Control team, reducing department overhead costs 40% by second year.
  • Improved Help Desk response time by 400% by developing a Help Desk tracking system utilizing Edge CRM, migrating later to Siebel CRM to log and track trouble tickets from initiating to resolution.  

Kemper National Services, Inc., Plantation, FL                               10/1992 – 12/1996

Manager, Technical and Production Services

Oversaw a staff of 42 including Supervisors, Data Analysts and Quality Assurance Coordinators.  Coordinated Project Management, Production Control, and Help Desk departments in the claims processing division of a $3 billion organization.

  • Grew QA staff from 2 to 30 team members, including team leads and supervisors, within one year, increasing production by over 500%.
  • Established project management and quality control processes, enhancing the efficiency and effectiveness of the Project Management and Help Desk teams.
  • Built new Technical Services department, providing data analysis, geographical analysis, and publishing for HMO providers and clients.