Project Manager
Analyst
Consultant


Information Technology Professional

Focused IT problem solver experienced in operations management, technical support organization start-up, project management, IT service level management program implementation, problem and change management system development and web application deployment.

Seasoned professional with broad-ranging IT experience in a variety of industries with diverse technical, operations and development environments. Skilled in recognizing key issues and problems, identifying appropriate solutions and expediting corrective action implementation.

Key Accomplishments

IT Governance

  • Performed COSO and COBIT based Sarbanes-Oxley IT general controls assessment. Inventoried financial systems; documented and evaluated relevant IT processes, risks and controls; composed control test plans and defined success criteria.

  • Enhanced customer satisfaction by negotiating comprehensive Service Level Agreements between senior IT management and internal business units, external vendors, outsourcing companies and technical support groups.

  • Improved IT service levels with implementation of measurement, monitoring and reporting systems for application, system and network availability, reliability and performance.

  • Implemented ITIL compliant help desk and service request systems, based on Peregrine’s ServiceCenter and Remedy ARS, improving problem and request management services for IT customers.

Project Management

  • Defined customer support organization, tools and processes for a third-party logistics information services startup.

  • Supervised partner acceptance and integration testing, initial production implementation and production technical support for 3 tier Customer Account Provisioning System for a major cable TV internet service provider. Established UNIX test lab for application acceptance testing and user training of new and legacy client server applications.

  • Managed two Year 2000 compliance projects encompassing global data networks, distributed infrastructure software and third party hardware and software.

  • Improved project risk management and decision analysis by developing sophisticated Analytic Hierarchy Process models for risk evaluation and business partner selection.

IT Operations Management

  • Significantly improved customer service levels and group morale while managing a Systems Administration organization supporting Windows and UNIX workstations and corporate servers connected by local and wide area networks.

  • Accommodated a ten-fold increase in on-line transaction activity by establishing production IDMS and Oracle database processing environments and support organization for a large computer manufacturing company.

  • Organized and staffed Tools and Testing department supporting UNIX application development tools, Test Center configuration, user acceptance testing, Informix data-base administration and intranet systems

  • Prepared $20,000,000 data center operating and capital budget.

Website & Application Development

  • Designed and implemented Customer Support website complete with documentation and software download facilities, online problem reporting, FAQ and Help pages and email feedback forms.

  • Revived failed portal development project, implementing worldwide intranet providing data and software distribution services to offices in over 200 countries.

  • Installed complete small business UNIX Internet gateway including WWW, email, remote access and FTP services.

  • Improved database performance and stability, and reduced physical database modification and maintenance overhead by implementing Entity-Relationship database design methodology.

  • Documented requirement for improved critical business application availability by de-signing and implementing expert system application for tracking system, network and application reliability.