Automation – IT Service Catalog – IT Service Management – Solution Development – Process Improvement – System
Enterprise System Deployment
Products analyze billions of call records to identify cost avoidance opportunities and address compliance and contract negotiations for interconnect agreements and bill validation.In this role I formally defined the Product Management discipline using the PragmaticMarketing.com framework,including implementation of repeatable processes for product lifecycle addressingMarket Problems, Product Innovation, Product Roadmap, Requirements management,User Personas, Positioning, Product launch, Product Portfolio, Buy/Build/Partner, Thought Leadership,Technology Assessment, Buying Process and much moreExecuted these processes to move from an abundance of new feature ideas to complete marketlaunch of new platform in a matter of months while building the pipeline of market-driven features andcreating strategic alliances to equip the company for future growth. Launch of this product has brought multiple clients and millions of dollars in contracts to the company.
As workload increased, lowered operations labor cost 42% in first year by moving to role-based, repeatableprocesses and aligning resources with roles, freeing up senior team members to work towardstrategic goals.Dramatically increased IT capacity and availability without increasing spending. Established roadmapsfor hardware and software, identified gaps in staffing and addressed them with contract labor whilenegotiating lower rates with higher skilled resources. Developed and implemented enterprise securitystandards, policies and processes. Implemented role-based permissions, allowing for centralized auditand pursuit of SAS 70 certification. Implemented ITIL-based processes supporting Change, Security,Delivery, Asset, Release, Service Desk and Problem Management.
Director, Information Resources
Responsible to direct team of developers through implementation of multiple projects related toIdentity Management and business process automation projects. Began improving team developmentprocesses from CMM Level 2 to CMM Level 3. Business process analysis and redesign to provideaudit trails so that these systems support PCI-DSS compliance. Implemented meaningful personaland professional development processes for team members. Automation of business processes tolower costs. Defined and implemented stringent software development life cycle, including welldefinedconfiguration management processes.
Manager, Information Resources
Under my leadership, the team doubled in size due to the value of the projects we completed. Activelyrecruited team members and developed systems for creation and maintenance of integrations withenterprise systems. Increased complexity of integrations with enterprise systems. Responsible forvendor management and project management for multiple simultaneous projects. Moved teamdevelopment processes from CMM level 1 to CMM level 2. Redesigned source code control approachand increased usage dramatically.
Senior Systems Analyst
Provided creative vision for implementation of business goals, helped end a death-march project forthe organization, and delivered return on investment with new solution within six months. Technicalleader for implementation of automated IT service catalog toolkit, and provisioning toolkit. Designedand built several integrations for enterprise systems. This system provided $2.5M in net savings peryear, increasing each year. In this role, I provided work direction for my team of 2 directs, 8contractors, 5 non-directs across teams.
Lead Technical Analyst
Refined software deployment design to fully automate deployment based on established systemchange windows for each site. Provided work direction to employees, contractors and vendor staff forimproved software distribution enhanced to include automated, schedule-based deployment toapplication server tier as well as to desktops at reservations centers. Designed and implementedpatch deployment to RedHat Linux servers at hotels. Developed and promoted operational responseplan for virus attack incidents. Led team of developers to “package” software for enterprisedeployment.
Senior Technical Analyst
Designed and implemented software distribution solution for 2,200 desktop PCs in 13 locations aroundthe world. This system was critical to the success of the organization’s reservations system.Designed and deployed anti-virus solution to 5,000 local desktops, 5,000 additional desktops acrossthe United States. Deployed Y2K remediation tools to desktops across the enterprise.
Senior Product EngineerResponsible for satellite VSAT network design, terrestrial WAN link design and implementation,provided operational support for customer networks, system upgrades
Member of Advanced Software Engineering team responsible for maintenance and operation of “newtechnology” development centers across the US as well as locations in UK and India. Responsibilitiesincluded design and implementation of firewalls, routers, local area networks, wide area networks, fileand print services, as well as application servers on a variety of Unix platforms. In addition, acted as akey troubleshooting resource on troubled projects.