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A highly experienced Information Technology Leader with a proven track record of success in managing critical IT operations, business-focused projects & customer relationships. Critical thinker, leader and communicator who can inspire changes in people and drive changes in process & technology to achieve great results

Highlights

  • PMO Management: Led a PMO team that reduced processing steps by 14%, saving time and money. This included the development of a PMO "Toll Gate" systems that provided a clear set of expectations and PMO deliverables that could be created and approved by embedded PMO team members "in flight" before a final, formal PMO review
  • Help Desk Design & Run: Developed a "Follow the Sun" concept to support a growing business across the globe. implemented scaleable processes, a shift & coverage scheme that provided access to highly-skilled team members while reducing cost.
  • Client Technology Management: From Windows to OS X, having the technical skills needed to develop a client technology program and having the customer service skills to manage the program are key components needed to deliver quality results to thousands of customers.
  • Business Process Analysis: Strong skills in Business Process Mapping and Business Process Re engineering: Worked closely with clients and the business to identify and analyse core business processes and workflows, tying them into IT service management and project management practices.
  • Project Management: Either as a formal Project Manager or not, leveraging detailed project management skills is critical to delivering quality on time, on budget & as planned. My hands-on experience is a key factor to my success in managing increasingly-complex projects.

Qualifications, Strengths & Expertise

  • Led a PMO team that reduced processing steps by 14%, saving time and money
  • Implemented a global “Follow the Sun” Service Desk, Saving over $400k/year in overtime costs
  • Reduced Priority 1 (P1) incidents by 8% in the first 6 months through the implementation of highly-coordinated morning application stability checkouts.
  • Moved two Data Centers: one across the country,the other across the globe
  • Built a Service Catalog to help clarify responsibilities and processes, reducing incident assignment error rates by 25%
  • Managed an application development project that moved median transaction approval time from 2.25 hours to 35 minutes

Project Management Examples

  • Application Management > Touchless Originations: Project Manager for one of the largest GE Capital business projects ever (as referenced on page 5 of the CIO webcast from 2010), creating a simpler, faster and more efficient sales originations process that adds customer value while reducing operating costs. How..?
    • Increase on-line credit app submission from 45% to 80%
    • Increase % of deals processed through a "no touch" model from 5% to 90%
    • The benefits realized included:
      • $250K - $730K annual cost savings
      • 5 - 16 FTE Reduction
      • $2MM - $5MM/yr loss avoidance
    • The efforts taken on included:
  • Service Management: Service Desk Simplification: Program Manager for a project that simplified the Help Desk processes for both internal and external customers. Here's a copy of one of the Overview pitches created for this project, as well as a pitch page used to brief our Senior Leadership Team. Highlights of this project include:
    • Migrated 9,000+ users
    • Identified single vendor for L1 and L2 services
    • Level 1 support team owns ticket start-to-finish
    • Increase first call resolution 70%+ (was less than 50%)
    • Savings of over $365K annually
  • Client Technology: iPad Deployment 2012: Program Manager/Technology Leader for a project deployed iPads to over 200 Sales Representatives across the GE Capital businesses. Here is a glimpse at one of the Microsoft Project schedule used (MS Project required to view) Highlights of this project include:
    • Deployed iPads to over 200 Sales Representatives across the US, Canada and Mexico
    • Developed and delivered training via dozens of live face-to-face sessions
    • Developed support processes and a dedicated support team
    • Created a deployment and configuration guide that is still in place today
    • Ensured that development teams had development tools needed to keep up with the mobile demand
    • Implemented security and redundancy programs to protect intellectual property and PII data
    • Provided the first iPads used at the GE Crotonville training facility
  • Acquisitions & Divestitures: Technology Integration - MetLife Acquisition: Program Manager/Technology Leader for a project deployed iPads to over 200 Sales Representatives across the GE Capital businesses. Here is a glimpse at one of the Microsoft Project schedule used (MS Project required to view) Highlights of this project include:
    • Deployed iPads to over 200 Sales Representatives across the US, Canada and Mexico
    • Developed and delivered training via dozens of live face-to-face sessions
    • Developed support processes and a dedicated support team
    • Created a deployment and configuration guide that is still in place today
    • Ensured that development teams had development tools needed to keep up with the mobile demand
    • Implemented security and redundancy programs to protect intellectual property and PII data
    • Provided the first iPads used at the GE Crotonville training facility
  • Global Technology: AppWorx Job Server Migration: Led a team of 6 Project Managers across a program that ran for almost a year that was challenged with migrating an Appwork job management system (Now Automic) to new infrastructure. That AppWorks installation managed transactions for hundreds of applications & millions of dollars every night:
    • Coordinated the activity of 6 project managers, across three countries & three businesses, managing hundreds of applications, transferring millions of dollars on a nightly basis
    • Coordination was critical to ensure that zero/double payments didn't occur, as the penalties were steep in many cases
    • Managed a broad project schedule, as well as a down-to-the-minute project schedule during the actual migration
    • Worked through an intensive PMO process to ensure all technology and business risks were mitigated

Training

  • GE's Advanced Information Management Course (AIMC), October, 2012 - AIMC is a 2-week foundational course for top performing, emerging, and experienced IT professionals. The course provides the opportunity to learn from GE’s CIO, other top GE IT leaders, and external experts who bring a broad perspective on critical topics facing IT professionals. Through AIMC, participants expand their technical knowledge; enhance their leadership, personal, and team skills; build financial and business acumen; gain cross-business experience; and build their peer network.

  • GE's Manager Development Course (MDC), February, 2012 - The Manager Development Course is the first course in the executive education series, designed for Senior Professional Band leaders with significant experience or new Executive Band leaders who have been in their role less than 18 months. MDC will prepare you for the challenges of executive leadership in a global, cross-functional business environment. MDC concentrates on helping you develop and advance your leadership style and skills to take on increasing levels of responsibility, and embrace the opportunities that come with operating at the executive level

  • ITIL Foundation Service Manager, Pink Elephant, June, 2006 - The official ITIL Foundation certification course provided me with a detailed overview of the IT Service Management Life cycle – Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

Volunteering

  • Week of Caring, Annually since 2009 - Worked as a team coordinator for the GE Week of Caring, supporting the Family & Children's Aid in Danbury, Ct. This included coordinating jobs and assignments for teams throughout the week, including painting, gardening, landscaping and cleanup projects.

  • Executive Board Member, Somers Youth Sports Organization, since 2012 - Worked as board member and technology manager (www.somerssports.org) responsible for managing an overall cross-program budget of over $450,000. Additional responsibilities include arbitration, by-law's development & maintenance, insurance planning and maintaining relationships with other town and state boards and officials.

  • Head Coach, Somers Youth Sports, since 2005 - Worked as a head Lacrosse, Soccer & Baseball coach for over 10 years, Managing teams such as our youth Lacrosse clinic, with over 80 kindergarten boys's registered, all the way up to pre-varsity club teams in Lacrosse & Soccer.
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