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IT EXECUTIVE: Director of IT, Vice President, IT Manager, CTO

PROFILE

A decidedly accomplished Information Technology management and technical professional offering a wonderfully diverse and distinctive background. Has a demonstrated gift to deliver valuable global operations, processes and programs. Unusual talent to build strong relationships with people from all levels within an organization to uncover the true needs of the business. Enhances opportunities for the success of solutions fulfilling these needs by building, leading and enabling global teams. Respected as a steadfast leader that remains open to the ideas of others and as a technologist that can “think outside of the box”. Valued for being truly supportive of the business ideals and goals, maintaining the overall success of the business, and its people, as the primary objective. Holds multiple certifications, including: PMP, CISSP, MCSE, CCNA, ECNE and, interestingly, Professional Life Coach. Presents a distinctive blend of technical and interpersonal skills as well as a proficiency at negotiating and building consensus.

Core Competencies

Global IT Operations  ·  Project & Program Management  ·  IT Strategic Planning  ·  Restructuring
Emotional Intelligence  ·  Vendor Relations  ·  Client Relations  ·  Problem & Change Management
Outsourcing  ·  Process Improvement  ·  Security  ·  Network Management 
Team Leadership, Mentorship and Management  ·  Interpersonal Relationship and Consensus Building

PROFESSIONAL HIGHLIGHTS

North America Director of Service Delivery, Wolters Kluwer (2014 to present)
Oversee delivery of Information Technology services for Wolters Kluwer’s Global Business Services (GBS). GBS provides the single point of contact for all Information Technology solutions required by the individual Business Units within Wolters Kluwer. Manage multiple Service Provider relationships and performance to ensure the delivery of high quality services in a very complex environment supporting over 16,000 users in numerous locations.
   •   Support multiple Wolters Kluwer Business Units with each unit having its own management team.
   •   Each Business Unit has its own unique requirements for Service Provider solutions, priorities, demands and challenges.
   •   Maintain Service Provider Governance, KPI and SLA auditing, Steady State Support, Incident/Problem/Request and Change Management,        Service Desk, Deskside Support, Service Improvement Projects & Mobile Device support.
   •   Manage and continuously improve the relationships with these multiple Service Providers supporting the Wolters Kluwer Business Units.
   •   Align EMEA and APAC Service Delivery to meet North American standards and initiatives.
   •   Environment consists of 2,500+ servers utilizing multiple technologies across numerous data centers and vendors.
   •   Supervise 5 direct reports: Leading, mentoring, cross-team collaboration, fostering individual & team growth.
Markedly increased levels of customer satisfaction by focusing on responsiveness & demonstrating a true interest in their success.

Manager/Director Infrastructure, Server & End User Support Services, IBM Treasury Division, IBM Corporate Headquarters
(2002 to 2014 in this role, overall was with IBM from 1995 to 2014)

Lead Infrastructure, Server and End User Support Services for IBM's Treasury Operations, a Vital Business Process that manages worldwide movement of over $3T in funds per year. Manage Trading Floor Support, Steady State Support, Problem and Change Management, Service Improvement Projects, Merger and Acquisition Projects and subsequent Transition Support involving desktops/laptops, applications, data centers, networking & servers.
   •   Support servers in six data centers (3 production, 3 Disaster Recovery) in the US, Canada and Ireland.
   •   Manage design and deployment of new applications and technologies.
   •   Manage relationships with vendors and shared IT Support services.
   •   Work closely with Risk Management to ensure compliance with SOX and other audit standards.
   •   Supervise 14 direct reports - .
   •   Direct multiple global teams across diverse cultures for projects and end user support.
   •   Designed & led $1M Disaster Recovery/Business Continuity project.
   •   Led $10M project hardening IBM Headquarters Data Center.
   •   Led $2M project implementing new server hardware, OS, Citrix and SAN solution.
   •   Led $1.2M server virtualization project.
   •   Support trading floors in multiple international locations.
Respected by management and end-users for dedication to, and responsibility for, the success of Treasury IT operations.

Active Directory Project Lead / Design Architect, IBM & Astra Zeneca (2001-2002)
Architected a new Active Directory solution for IBM’s customer, Astra Zeneca, to be deployed across 450 servers in multiple data centers throughout North America.
   •   Headed a team of 4 engineers.

North America Engagement and Transformation Manager, IBM & Imperial Chemical Industries (1998-2001)
Directed North American Global Standardization Initiative for IBM UK customer Imperial Chemical Industries. Planned and coordinated all phases of hardware, software and operating system standardization in USA, Canada, Mexico, and Puerto Rico.
   •   Supervised 54 direct report implementation engineers across eight teams.
   •   Resolved technical and political issues standardizing five distinct corporate IT infrastructures at 38 sites.
   •   Managed migration and consolidation of nine Data Centers into five Data Centers.
   •   Transformed 47 servers, 4000+ desktops and 2000+ laptops.
Acknowledged and credited with significant impact on the success of this $70 million initiative.

Year 2000 Project Manager, IBM & Lucent Technologies (1998)
Mediated and resolved Y2K conversion and contractual issues between Lucent Technologies and IBM due to souring of outsourcing relationship.    •   Developed a unified focus and served as mediator, liaison and advisor.
   •   Conducted due diligence on over 6500 servers worldwide.
Recognized by senior management for remaining “calm under fire” and negotiating mutually beneficial compromised solutions.

Year 2000 Project Architect, IBM & Janssen Pharmaceutica (1998)
After Rhone-Poulenc’s successful transition, returned to IBM for Janssen Y2K project. Led 8-person consulting team formed to evaluate all Information Technology Systems (hardware/software) and business processes for this international pharmaceutical company's manufacturing facilities in Puerto Rico. Conducted Business Process Validation interviews with all departments and sites. Recommended testing, remediation, and contingency plans.

Director of IT Support Migration, Rhone-Poulenc Chemicals North America & IBM (1997-1998)
Requested by Rhone-Poulenc’s CIO and IBM management to manage transition as Rhone-Poulenc terminated their technical support contract with IBM and brought entire IT Support Operation back in-house. Through mutual agreement between Rhone-Poulenc, IBM and myself, I temporarily left IBM and contracted directly to Rhone-Poulenc to manage this transition. This transition was made even more complicated due to an already in process project of a major hardware, software and desktop operating system standardization project. Managed design, creation and implementation of new Desktop Support and Help Desk Teams to support 3,000+ users across 47 sites nationwide. Selected and trained 27 person direct report team.
   •   Selected and trained new 27 person Desktop Support and Help Desk Teams.
   •   Supported 3000+ users across 47 sites worldwide.
Accredited with maintaining high levels of system availability and superior end user support in the midst of tremendous change.

Transition Manager and Senior Network Systems Engineer, IBM & Rhone-Poulenc Chemicals NA (1995-1997)
Led transition of Rhone-Poulenc’s in-house support to outsourced IBM Support model. Planned and led application and hardware upgrades at multiple locations.
   •   Served as Data Center Manager for $13M customer support center.
   •   Supervised team of 23 direct reports.
Earned recognition from Rhone-Poulenc CIO for resolving complex technical problems and outstanding customer service.

Special Projects Engineer, Schering-Plough (1994-1995)
Oversaw server operations and special project management efforts at $2.5B pharmaceutical company.
   •   Managed application and hardware upgrade projects supporting 1500 users globally.
   •   Designed Disaster Recovery and Business Continuity Plans.
   •   Supervised four project teams.
Acknowledged for creative solutions to unique issues and for continuously going “beyond the call of duty” in customer service.

Project Leader, United Nations Special Commission on Iraq (1994)
Managed state-of-the-art technology implementation, working in high-security environment with intense deadlines.
   •   Deployed innovative technology to deliver full motion aerial reconnaissance video to secured LAN.
   •   Supervised five-person team.

**The above are only the highlights from my career. For details, go to Detailed Career History.

EDUCATION, TRAINING & INTERESTS: For details, go to Education, Certifications, Skills & Interests.

 

 
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