Experience

St. Jude Children's Research Hospital - ALSAC

• United States
• Philanthropic Fundraising Services
• 200 - 300 Employee

• Manager-Client Services (Enterprise Informatics)

  • Jul 2011 - Present

  Responsible for the institutional, departmental and end user support needs of the desktop computer environment in accordance to established policies. Area of responsibility include Helpdesk and Technical Support. Additional responsibilities include: Leads, recruits and retain professional staff; manage end user support needs; manage the direction and coordination of the support team with ITS resources including outside resources; establish vendor contracts ensuring institutional costs are minimized and benefits maximized, manages the development of the Support Services staff, manages end user expectation with established SLAs, independently accounts for and tracks work and project related activities and reports using current project management tools and methodologies, and responsible for developing the teams' proficiency in and utilizing emerging tool sets.



Grubb & Ellis

• Leasing Non-residential Real Estate
• 500 - 600 Employee

• Senior IT Project Manager

  • Nov 2006 - Sep 2010

  Responsibilities include: Planning, directing and coordinating Information Technology projects to ensure that goals and objectives are defined, developed and delivered within prescribed time frames and funding parameters. Serve as point of contact for all clients which included the National Call Center and each of the G&E Facility Management Services’ clients which include Microsoft and Hartford Insurance. Accomplishments include:• Successfully managed the Maximo Software and Hardware Upgrade (both application and database) for the Microsoft client. Project included utilizing internal and outside resources. Project was completed on time and within budget guidelines. • Developed and maintained a clear and ethical line of communication with clients to improve customer satisfaction. Also improved problem resolution turnaround time • Prepared scheduled reports for upper management review on a timely basis.• Coordinated all production modifications utilizing standard change management disciplines.



JLL

• United States
• Real Estate
• 700 & Above Employee

• Facilities Coordinator

  • May 2006 - Nov 2006

  Responsibilities included: Managing incoming client requests, assisting with moves/add/change requests and assist engineering staff with meeting audit responsibilities resulting in an improved rating previous years. Interfaced with service vendors to insure contract services met client requirements. Processed invoices and client reports on a timely basis. Responsibilities included: Managing incoming client requests, assisting with moves/add/change requests and assist engineering staff with meeting audit responsibilities resulting in an improved rating previous years. Interfaced with service vendors to insure contract services met client requirements. Processed invoices and client reports on a timely basis.



Tampa Bay Times - Times Publishing Co

• United States
• Newspaper Publishing
• 1 - 100 Employee

• Technical Operations Manager

  • Jun 1997 - Feb 2006

  Responsibilities included: Management of information technology divisions which included Helpdesk, Customer Support, Desktop Support, Training, Telecommunication, Inventory Control and Data Center with a staff of 33 people and reporting to the Chief Technology Officer. The technical environment included the business headquarters, printing facility and 30 remote offices throughout the state of Florida. Managed all aspects of the day-to-day operation of the Times’ technology environment, which included 24/7 support and problem resolution for the publishing of Florida’s largest newspaper and its affiliates. Accomplishments: • Proven track record in the selection, justification, purchase and implementation of automation tools to improve workflow processes and customer response times by 23% using PMI methodology.• Utilizing a collaborative approach, successfully led the Active Directory implementation project which involved cross-departmental coordination.• Successfully negotiated contract to facilitate the outsourcing of all data center printing providing an overall budget reduction of 15%.



Lockheed Martin

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• Manager-Information System Services

  • Apr 1992 - Jun 1997

  Managed the technical department that includes Data Center, Helpdesk, Production Scheduling, Telecommunications, Technical Support, Server Administration and Facilities Maintenance as a multi-functional customer service provider in a multi-vendor environment. Supervised a staff of 37 technologists. Accomplistments:• Led the Client-Server Application Deployment Team using the PMI disciplines in the implementation of all new applications during the migration from the IBM mainframe environment.• Maintained an effective equipment maintenance program. Re-negotiated existing contracts to lower operating costs without affecting business needs.• Reconfigured (4) data centers by consolidating all mainframes and distributed microcomputers into one facility resulting in a 50% reduction of floor space, staffing and computer facility utilities. Modified system management policies and procedures as required.