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Having a technical background my strengths include project, service and stability management, IT global outsourcing, process development and implementation. In addition, my interest and best experiences are based on having built strong verbal and written communication skills which have contributed greatly to building strong customer relationships remotely and through onsite presence.
My current position as Service Delivery Manager with CGI focuses on client staisfaction and delivery of CGI's properiety T360 finance trade application which is used by a number of global financial institutions. One of my accounts is CGI's largest bank. I am the point of contact between CGI support teams and various levels on the the client teams. My role includes coordinating infrastructure and trade application changes, process and procedure documentation, IT Governance, managing application release rollouts, and root cause analysis.
my 12+ year tenure with IBM Global Technology Services as Service Delivery Manager included Stability Program Manager. My program focused on areas with low customer satisfaction ratings resulting in high visibility of IBM and customer management. Working closely with management, subject matter experts, service delivery managers and project executives on policy, process analysis, lessons learned, root cause analysis (RCA), the problem areas were identified and ratings improved. As the Release Management team lead my team coordinated hardware and software changes made by the customer and IBM to ensure success and no subsequent conflicts would arise. The environment had over 5,000 Intel servers in addition to Unix server, mainframes and thousands of applications. Other experience includes project management and external customer account focal, managing transitions, transformations and implementations of software, hardware and operations into IBM global delivery centers. Technical experience includes various software distribution tools, Tivoli software, Tivoli Access Manager and Risk Manager security applications, firewall and DMZ, Apache and IBM HTTP Server WEB servers and WebSphere Application Server (WAS).
Prior to IBM I was a Systems Analyst with National Grid (formally Niagara Mohawk), an electric utility in New York State. As the Tivoli Administrator, I managed the Tivoli Management Region (TMR) of an environment with repeater sites located at various locations throughout New York State. I managed the enterprise via user and server administration on the UNIX and NT servers, Distributed Monitoring module to monitor 85+ UNIX, Microsoft NT, and Novell NetWare servers located across New York State, heavily used software distribution for applications and operating system updates and modifications on a 7/24 basis to 6,000+ Windows desktops and laptops. Prior to the Tivoli Administrator position, my major function was PC and LAN support of users on a Novell and Microsoft NT mixed LAN environment.
In the Collections department in Buffalo I supported 322 users in a customer service call center environment. The LAN environment consisted of Novell and Microsoft servers and a predictive dialer system. As owner of the capital budget for the department, I lobbied for funds that were needed to purchase equipment for current and anticipated needs, as well as forecasting and budgeting for technology needs of the entire collections department. Here I was able to upgrade the obsolete environment my first year without utilization of departmental funds, saving $174k.
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