Experience

Ovation Healthcare

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• ITSM Manager at Tempo Technology Services

  • Nov 2023 - Present

  As part of the transition of Quorum IT to Ovation Healthcare, I have moved to Tempo Technology Services, where I will continue to develop, manage, and improve enterprise IT Demand, Change, and Release Management practices for current and future Ovation clients. I serve as the delivery manager for the ServiceNow platform in a very fast-paced, dynamic environment, with oversight of internal team and third-party contracted consultants. Also, I continue to partner with Tempo’s project management… Show more As part of the transition of Quorum IT to Ovation Healthcare, I have moved to Tempo Technology Services, where I will continue to develop, manage, and improve enterprise IT Demand, Change, and Release Management practices for current and future Ovation clients. I serve as the delivery manager for the ServiceNow platform in a very fast-paced, dynamic environment, with oversight of internal team and third-party contracted consultants. Also, I continue to partner with Tempo’s project management and service delivery leaders to strengthen and support ITSM governance controls. Show less As part of the transition of Quorum IT to Ovation Healthcare, I have moved to Tempo Technology Services, where I will continue to develop, manage, and improve enterprise IT Demand, Change, and Release Management practices for current and future Ovation clients. I serve as the delivery manager for the ServiceNow platform in a very fast-paced, dynamic environment, with oversight of internal team and third-party contracted consultants. Also, I continue to partner with Tempo’s project management… Show more As part of the transition of Quorum IT to Ovation Healthcare, I have moved to Tempo Technology Services, where I will continue to develop, manage, and improve enterprise IT Demand, Change, and Release Management practices for current and future Ovation clients. I serve as the delivery manager for the ServiceNow platform in a very fast-paced, dynamic environment, with oversight of internal team and third-party contracted consultants. Also, I continue to partner with Tempo’s project management and service delivery leaders to strengthen and support ITSM governance controls. Show less



Quorum Health

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Release Manager

  • Jun 2022 - Nov 2023

  • Developing, implementing, monitoring, and improving enterprise Change Release & Deployment Management practice supporting 22 facilities managed by $1.7B multi-state operator of acute care hospitals and outpatient centers. • Aligning enterprise Change Control Enablement to support corporate goals through managing complex cross-partner and multi-vendor change activities. • Establishing ITIL best practice process and procedures for Standard, Normal, Urgent, and Emergency changes, to… Show more • Developing, implementing, monitoring, and improving enterprise Change Release & Deployment Management practice supporting 22 facilities managed by $1.7B multi-state operator of acute care hospitals and outpatient centers. • Aligning enterprise Change Control Enablement to support corporate goals through managing complex cross-partner and multi-vendor change activities. • Establishing ITIL best practice process and procedures for Standard, Normal, Urgent, and Emergency changes, to include leading improvements to Change Advisory Board (CAB) process and procedures. • Developing roadmap for implementation of robust Release Management process; planning, design, build, configuration, and testing of enterprise hardware and software releases through establishment of scalable ITIL process and procedures to manage discrete release components. Show less • Developing, implementing, monitoring, and improving enterprise Change Release & Deployment Management practice supporting 22 facilities managed by $1.7B multi-state operator of acute care hospitals and outpatient centers. • Aligning enterprise Change Control Enablement to support corporate goals through managing complex cross-partner and multi-vendor change activities. • Establishing ITIL best practice process and procedures for Standard, Normal, Urgent, and Emergency changes, to… Show more • Developing, implementing, monitoring, and improving enterprise Change Release & Deployment Management practice supporting 22 facilities managed by $1.7B multi-state operator of acute care hospitals and outpatient centers. • Aligning enterprise Change Control Enablement to support corporate goals through managing complex cross-partner and multi-vendor change activities. • Establishing ITIL best practice process and procedures for Standard, Normal, Urgent, and Emergency changes, to include leading improvements to Change Advisory Board (CAB) process and procedures. • Developing roadmap for implementation of robust Release Management process; planning, design, build, configuration, and testing of enterprise hardware and software releases through establishment of scalable ITIL process and procedures to manage discrete release components. Show less



Delek US Holdings, Inc.

• United States
• Oil and Gas
• 700 & Above Employee

• Senior Information Technology Project Manager

  • Oct 2021 - Jun 2022

  • Process Manager within Enterprise Information Management: led the planning, design, development, testing, and delivery of a $30M, multi-year greenfield ERP implementation, encompassing Asset, Financial, Change and Release Management, Resource Forecasting, and Strategic Project control and execution across corporate, refinery, and retail segments. • Monitored and controlled infrastructure, security, and application Configuration and Release activities performed by internal and 3rd party… Show more • Process Manager within Enterprise Information Management: led the planning, design, development, testing, and delivery of a $30M, multi-year greenfield ERP implementation, encompassing Asset, Financial, Change and Release Management, Resource Forecasting, and Strategic Project control and execution across corporate, refinery, and retail segments. • Monitored and controlled infrastructure, security, and application Configuration and Release activities performed by internal and 3rd party embedded resources; leveraged rolling wave planning and Continuous Service Improvement techniques to successfully drive aggressive iterative releases. • Directed 3rd party on/offshore project managers to ensure compliance to IT governance standards. • Coordinated with directors and managers in Enterprise Architecture, Application Development, and Capital Projects areas to assess current state of ITSM, Resource Planning, and DevOps tools to develop program roadmap for tool consolidation/improvement, process optimization, and procedure documentation. • Compiled and presented weekly and monthly reports on project KPIs and financial health to project sponsors and stakeholders up to CFO/CIO/CEO, through formal status and steering committee meetings. Show less • Process Manager within Enterprise Information Management: led the planning, design, development, testing, and delivery of a $30M, multi-year greenfield ERP implementation, encompassing Asset, Financial, Change and Release Management, Resource Forecasting, and Strategic Project control and execution across corporate, refinery, and retail segments. • Monitored and controlled infrastructure, security, and application Configuration and Release activities performed by internal and 3rd party… Show more • Process Manager within Enterprise Information Management: led the planning, design, development, testing, and delivery of a $30M, multi-year greenfield ERP implementation, encompassing Asset, Financial, Change and Release Management, Resource Forecasting, and Strategic Project control and execution across corporate, refinery, and retail segments. • Monitored and controlled infrastructure, security, and application Configuration and Release activities performed by internal and 3rd party embedded resources; leveraged rolling wave planning and Continuous Service Improvement techniques to successfully drive aggressive iterative releases. • Directed 3rd party on/offshore project managers to ensure compliance to IT governance standards. • Coordinated with directors and managers in Enterprise Architecture, Application Development, and Capital Projects areas to assess current state of ITSM, Resource Planning, and DevOps tools to develop program roadmap for tool consolidation/improvement, process optimization, and procedure documentation. • Compiled and presented weekly and monthly reports on project KPIs and financial health to project sponsors and stakeholders up to CFO/CIO/CEO, through formal status and steering committee meetings. Show less



CoreCivic

• United States
• Public Safety
• 700 & Above Employee

• Senior Director Program Management

  • Aug 2021 - Oct 2021

  • Led the design, planning, and implementation of large scale Technology and Operational programs within a $5.2M capital, multi-year portfolio. • Executed on company goals through successful management of PMO and technical resources to deliver process redesign and product enhancements for corporate office and sixty-five (65) facilities. • Managed department capital and G&A expense budgets in compliance with corporate budget control processes, including reconciliation against planned… Show more • Led the design, planning, and implementation of large scale Technology and Operational programs within a $5.2M capital, multi-year portfolio. • Executed on company goals through successful management of PMO and technical resources to deliver process redesign and product enhancements for corporate office and sixty-five (65) facilities. • Managed department capital and G&A expense budgets in compliance with corporate budget control processes, including reconciliation against planned portfolio spend. • Provided business analytics to project sponsors and stakeholders up through CFO/CIO, on program and portfolio health. Show less • Led the design, planning, and implementation of large scale Technology and Operational programs within a $5.2M capital, multi-year portfolio. • Executed on company goals through successful management of PMO and technical resources to deliver process redesign and product enhancements for corporate office and sixty-five (65) facilities. • Managed department capital and G&A expense budgets in compliance with corporate budget control processes, including reconciliation against planned… Show more • Led the design, planning, and implementation of large scale Technology and Operational programs within a $5.2M capital, multi-year portfolio. • Executed on company goals through successful management of PMO and technical resources to deliver process redesign and product enhancements for corporate office and sixty-five (65) facilities. • Managed department capital and G&A expense budgets in compliance with corporate budget control processes, including reconciliation against planned portfolio spend. • Provided business analytics to project sponsors and stakeholders up through CFO/CIO, on program and portfolio health. Show less



CereCore

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Senior Project Manager

  • Apr 2021 - Aug 2021

  • Led technology upgrade and divestiture project for $64M provider of outsourced IT managed services and strategic IT consulting to hospitals and health systems to ensure that Service Center, Division, Corporate, Facility and other clients achieved strategic objectives. • Led weekly Change Control meetings integrating multiple, cross functional teams under tight regulatory timelines to deliver technology infrastructure integrations, migrations, upgrades, and decommissions at hospitals… Show more • Led technology upgrade and divestiture project for $64M provider of outsourced IT managed services and strategic IT consulting to hospitals and health systems to ensure that Service Center, Division, Corporate, Facility and other clients achieved strategic objectives. • Led weekly Change Control meetings integrating multiple, cross functional teams under tight regulatory timelines to deliver technology infrastructure integrations, migrations, upgrades, and decommissions at hospitals during divestiture. • Advised senior PMO and IT leadership on best practices for enterprise Capacity, Change, and Release processes, ITSM/PPM tools, and agile delivery methodologies (Scrum, Kanban) • Applied project controls to identify and communicate project scope, goals, project plan, and project progress/performance; leverage resources to ensure projects remain on schedule, meet financial constraints, and ensure highest quality of delivery. Show less • Led technology upgrade and divestiture project for $64M provider of outsourced IT managed services and strategic IT consulting to hospitals and health systems to ensure that Service Center, Division, Corporate, Facility and other clients achieved strategic objectives. • Led weekly Change Control meetings integrating multiple, cross functional teams under tight regulatory timelines to deliver technology infrastructure integrations, migrations, upgrades, and decommissions at hospitals… Show more • Led technology upgrade and divestiture project for $64M provider of outsourced IT managed services and strategic IT consulting to hospitals and health systems to ensure that Service Center, Division, Corporate, Facility and other clients achieved strategic objectives. • Led weekly Change Control meetings integrating multiple, cross functional teams under tight regulatory timelines to deliver technology infrastructure integrations, migrations, upgrades, and decommissions at hospitals during divestiture. • Advised senior PMO and IT leadership on best practices for enterprise Capacity, Change, and Release processes, ITSM/PPM tools, and agile delivery methodologies (Scrum, Kanban) • Applied project controls to identify and communicate project scope, goals, project plan, and project progress/performance; leverage resources to ensure projects remain on schedule, meet financial constraints, and ensure highest quality of delivery. Show less



Experian

• Information Services
• 700 & Above Employee

• Agile Team Lead

  • Dec 2019 - Mar 2021

  • Functioned as the highest-level subject matter expert for Agile delivery of revenue cycle management product rewrite at a $6B, industry-leading healthcare analytics company. • Assumed lead role for three product development teams within Americas and EMEA to proficiently organize and facilitate daily Scrums, backlog grooming and estimation, sprint planning, sprint reviews, and sprint retrospectives. • Collaborated closely with product managers to ensure that product increments were… Show more • Functioned as the highest-level subject matter expert for Agile delivery of revenue cycle management product rewrite at a $6B, industry-leading healthcare analytics company. • Assumed lead role for three product development teams within Americas and EMEA to proficiently organize and facilitate daily Scrums, backlog grooming and estimation, sprint planning, sprint reviews, and sprint retrospectives. • Collaborated closely with product managers to ensure that product increments were shippable and release plans were documented, published, and appropriately communicated to customers. • Managed monthly and quarterly Release trains for multiple agile development teams delivering a comprehensive rewrite of company’s flagship revenue cycle payment processing product used by 2,200 client facilities. Led forty-three cross-functional resources across four geographically dispersed teams to prepare shippable increments, while maintaining operational support for legacy application. • Managed multi-year $6M capital personnel budget, performed monthly time tracking and invoice reconciliation for 43 resources/5 agencies, reported and remediated variances with Finance. • Expertly promoted continuous improvement and helped teams increase productivity and foster innovation. Show less • Functioned as the highest-level subject matter expert for Agile delivery of revenue cycle management product rewrite at a $6B, industry-leading healthcare analytics company. • Assumed lead role for three product development teams within Americas and EMEA to proficiently organize and facilitate daily Scrums, backlog grooming and estimation, sprint planning, sprint reviews, and sprint retrospectives. • Collaborated closely with product managers to ensure that product increments were… Show more • Functioned as the highest-level subject matter expert for Agile delivery of revenue cycle management product rewrite at a $6B, industry-leading healthcare analytics company. • Assumed lead role for three product development teams within Americas and EMEA to proficiently organize and facilitate daily Scrums, backlog grooming and estimation, sprint planning, sprint reviews, and sprint retrospectives. • Collaborated closely with product managers to ensure that product increments were shippable and release plans were documented, published, and appropriately communicated to customers. • Managed monthly and quarterly Release trains for multiple agile development teams delivering a comprehensive rewrite of company’s flagship revenue cycle payment processing product used by 2,200 client facilities. Led forty-three cross-functional resources across four geographically dispersed teams to prepare shippable increments, while maintaining operational support for legacy application. • Managed multi-year $6M capital personnel budget, performed monthly time tracking and invoice reconciliation for 43 resources/5 agencies, reported and remediated variances with Finance. • Expertly promoted continuous improvement and helped teams increase productivity and foster innovation. Show less



Tractor Supply Company

• United States
• Retail
• 700 & Above Employee

• Senior Program Manager

  • Mar 2017 - Nov 2019

  • Led product road mapping, project scheduling, Capacity Planning, Release Scheduling, and Change Control within a multiyear, $16M integration program for an $8B national retailer. • Prepared and maintained business transition plans, project plans, program budget, and system configuration criteria for applications supporting 3,000 resources. • Managed integration of Evanios with ServiceNow to enable event correlation and robust event management. • Managed implementation of… Show more • Led product road mapping, project scheduling, Capacity Planning, Release Scheduling, and Change Control within a multiyear, $16M integration program for an $8B national retailer. • Prepared and maintained business transition plans, project plans, program budget, and system configuration criteria for applications supporting 3,000 resources. • Managed integration of Evanios with ServiceNow to enable event correlation and robust event management. • Managed implementation of ScienceLogic as replacement for SolarWinds and integrated with ServiceNow. • Identified organizational impediments to adoption of new processes and tool, developed proofs of concept, demonstrated solutions, and drove adoption across IT and business verticals. • Recognized as a seasoned leader within the the IT Service Management area, collaborating with the Enterprise and IT PMOs to ensure successful program outcomes. • Trained new team members and transitioned teams to lean methodologies to enhance skill and efficiency levels. • Monitored and managed requirements of multiple onsite and remote resources to ensure potential risks and issues with development goals were mitigated. • Interfaced with and provided program status and financial reports to sponsors and key stakeholders from VP to C-level. Show less • Led product road mapping, project scheduling, Capacity Planning, Release Scheduling, and Change Control within a multiyear, $16M integration program for an $8B national retailer. • Prepared and maintained business transition plans, project plans, program budget, and system configuration criteria for applications supporting 3,000 resources. • Managed integration of Evanios with ServiceNow to enable event correlation and robust event management. • Managed implementation of… Show more • Led product road mapping, project scheduling, Capacity Planning, Release Scheduling, and Change Control within a multiyear, $16M integration program for an $8B national retailer. • Prepared and maintained business transition plans, project plans, program budget, and system configuration criteria for applications supporting 3,000 resources. • Managed integration of Evanios with ServiceNow to enable event correlation and robust event management. • Managed implementation of ScienceLogic as replacement for SolarWinds and integrated with ServiceNow. • Identified organizational impediments to adoption of new processes and tool, developed proofs of concept, demonstrated solutions, and drove adoption across IT and business verticals. • Recognized as a seasoned leader within the the IT Service Management area, collaborating with the Enterprise and IT PMOs to ensure successful program outcomes. • Trained new team members and transitioned teams to lean methodologies to enhance skill and efficiency levels. • Monitored and managed requirements of multiple onsite and remote resources to ensure potential risks and issues with development goals were mitigated. • Interfaced with and provided program status and financial reports to sponsors and key stakeholders from VP to C-level. Show less



Bridgestone Americas

• United States
• 1 - 100 Employee

• Senior Project Manager

  • Sep 2014 - Mar 2017

  • Managed infrastructure and application teams within $6M program to transition legacy on-premise IT tools to cloud-based services, and transition to multi-country support structure. • Led Business Analysts, Solution Architects, and Product Analysts across North and Latin America in redesign of Asset, Change, and Service Testing/Validation processes to align with ServiceNow as enterprise ITSM tool. • Acknowledged for ability to utilize abilities and skills of individuals and foster a… Show more • Managed infrastructure and application teams within $6M program to transition legacy on-premise IT tools to cloud-based services, and transition to multi-country support structure. • Led Business Analysts, Solution Architects, and Product Analysts across North and Latin America in redesign of Asset, Change, and Service Testing/Validation processes to align with ServiceNow as enterprise ITSM tool. • Acknowledged for ability to utilize abilities and skills of individuals and foster a feedback culture to support team building and development. • Provided effective Change and Release Management oversight and approval to ensure highest quality enhancements and bug-fixes for three-tier ERP application environment. • Proactively collaborated with Business Relationship Managers across the organization to determine ITSM process and tool improvements to support business stability and agility. • Effectively managed SOWs and contracts with 12 vendors for delivery of ITSM tool system consulting and hardware/software services. • Developed and delivered training to over 60 IT support analysts during revised ITSM process and tool implementation sessions. Show less • Managed infrastructure and application teams within $6M program to transition legacy on-premise IT tools to cloud-based services, and transition to multi-country support structure. • Led Business Analysts, Solution Architects, and Product Analysts across North and Latin America in redesign of Asset, Change, and Service Testing/Validation processes to align with ServiceNow as enterprise ITSM tool. • Acknowledged for ability to utilize abilities and skills of individuals and foster a… Show more • Managed infrastructure and application teams within $6M program to transition legacy on-premise IT tools to cloud-based services, and transition to multi-country support structure. • Led Business Analysts, Solution Architects, and Product Analysts across North and Latin America in redesign of Asset, Change, and Service Testing/Validation processes to align with ServiceNow as enterprise ITSM tool. • Acknowledged for ability to utilize abilities and skills of individuals and foster a feedback culture to support team building and development. • Provided effective Change and Release Management oversight and approval to ensure highest quality enhancements and bug-fixes for three-tier ERP application environment. • Proactively collaborated with Business Relationship Managers across the organization to determine ITSM process and tool improvements to support business stability and agility. • Effectively managed SOWs and contracts with 12 vendors for delivery of ITSM tool system consulting and hardware/software services. • Developed and delivered training to over 60 IT support analysts during revised ITSM process and tool implementation sessions. Show less



Various Companies

• Book and Periodical Publishing
• 1 - 100 Employee

• Adjunct Instructor

  • Oct 2005 - Mar 2017

  • Delivered curriculum to over 1,000 adult learners enrolled in Technology undergraduate degree programs, in both traditional and online formats, resulting in 97% graduation rate. • Provided 845 hours of upper division classroom instruction and laboratories, graduating 22 students with a 95% grade point average. • Ensured the presentation of PMI and Microsoft accredited curricula adhered to set standards of quality and consistency. Mentored upper division students in career planing… Show more • Delivered curriculum to over 1,000 adult learners enrolled in Technology undergraduate degree programs, in both traditional and online formats, resulting in 97% graduation rate. • Provided 845 hours of upper division classroom instruction and laboratories, graduating 22 students with a 95% grade point average. • Ensured the presentation of PMI and Microsoft accredited curricula adhered to set standards of quality and consistency. Mentored upper division students in career planing and interview preparation, resulting in 91% job placement upon graduation. • Led certification preparation sessions that resulted in an overall 92% exam pass rate. Show less • Delivered curriculum to over 1,000 adult learners enrolled in Technology undergraduate degree programs, in both traditional and online formats, resulting in 97% graduation rate. • Provided 845 hours of upper division classroom instruction and laboratories, graduating 22 students with a 95% grade point average. • Ensured the presentation of PMI and Microsoft accredited curricula adhered to set standards of quality and consistency. Mentored upper division students in career planing… Show more • Delivered curriculum to over 1,000 adult learners enrolled in Technology undergraduate degree programs, in both traditional and online formats, resulting in 97% graduation rate. • Provided 845 hours of upper division classroom instruction and laboratories, graduating 22 students with a 95% grade point average. • Ensured the presentation of PMI and Microsoft accredited curricula adhered to set standards of quality and consistency. Mentored upper division students in career planing and interview preparation, resulting in 91% job placement upon graduation. • Led certification preparation sessions that resulted in an overall 92% exam pass rate. Show less



GEODIS

• France
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Senior Application Manager

  • Dec 2012 - Sep 2014

  • Recruited to lead multiple teams (20 resources) creating product enhancements and providing support to core clients, such as Apple, Walmart, Target, H&M, Starbucks, and HP. • Directed Incident, Problem, Configuration, Change, Release, and Knowledge Management practices, successfully bridging delivery of logistic systems to clients with on-going support by IT Operations. • Facilitated Change Control reviews and approvals, and Releases for 6 core logistic systems, including… Show more • Recruited to lead multiple teams (20 resources) creating product enhancements and providing support to core clients, such as Apple, Walmart, Target, H&M, Starbucks, and HP. • Directed Incident, Problem, Configuration, Change, Release, and Knowledge Management practices, successfully bridging delivery of logistic systems to clients with on-going support by IT Operations. • Facilitated Change Control reviews and approvals, and Releases for 6 core logistic systems, including multi-tenants with convergent release requirements. • Collaborated with QA Manager on test case reviews and continuously improved test approach and design. • Proactively communicated to stakeholders any Risks to design, quality, or release schedules and mitigated same, to ensure achievement of implementation, enhancement, and bug-fix commitments. • Researched and implemented changes to ITSM processes and tools to drive innovation in the quality discipline. Show less • Recruited to lead multiple teams (20 resources) creating product enhancements and providing support to core clients, such as Apple, Walmart, Target, H&M, Starbucks, and HP. • Directed Incident, Problem, Configuration, Change, Release, and Knowledge Management practices, successfully bridging delivery of logistic systems to clients with on-going support by IT Operations. • Facilitated Change Control reviews and approvals, and Releases for 6 core logistic systems, including… Show more • Recruited to lead multiple teams (20 resources) creating product enhancements and providing support to core clients, such as Apple, Walmart, Target, H&M, Starbucks, and HP. • Directed Incident, Problem, Configuration, Change, Release, and Knowledge Management practices, successfully bridging delivery of logistic systems to clients with on-going support by IT Operations. • Facilitated Change Control reviews and approvals, and Releases for 6 core logistic systems, including multi-tenants with convergent release requirements. • Collaborated with QA Manager on test case reviews and continuously improved test approach and design. • Proactively communicated to stakeholders any Risks to design, quality, or release schedules and mitigated same, to ensure achievement of implementation, enhancement, and bug-fix commitments. • Researched and implemented changes to ITSM processes and tools to drive innovation in the quality discipline. Show less



BNY Mellon

• United States
• Financial Services
• 700 & Above Employee

• Global Customer Service Delivery Manager

  • Feb 2006 - Dec 2012

  • Senior manager leading customer service delivery and support of 117 applications used by over 50,000 internal users and over 6,000 customers world-wide. • Oversaw department-wide capital and operational planning with control over annual personnel and operations budget of $100M. • Instrumental in the adoption of enterprise Knowledge Management application (RightAnswers) and led successful integration with Remedy ITSM suite. • Managed Capacity planning for 120-member global Service… Show more • Senior manager leading customer service delivery and support of 117 applications used by over 50,000 internal users and over 6,000 customers world-wide. • Oversaw department-wide capital and operational planning with control over annual personnel and operations budget of $100M. • Instrumental in the adoption of enterprise Knowledge Management application (RightAnswers) and led successful integration with Remedy ITSM suite. • Managed Capacity planning for 120-member global Service Desk team organized in a follow-the-sun model across multiple continents. • As Enterprise Major Incident Manager, led process development and improvement of Level 1-3 IT incident response. Coordinated critical incident management teams of cross-functional personnel during critical event occurrences and Tier-1 system outages. Achieved reduction in MTR to less than 60 minutes. • As Enterprise Problem Manager, led event assessments to correlate problems to incidents and track remediation of root cause. Established KPIs to focus problem management teams on contributing factors and decreased problems by an average of 40% across all domains. • As Enterprise Change and Release Manager, developed RFP for CMDB, assessed vendor offerings, determined optimal tool, and oversaw procurement. Continuously reviewed and enhanced Change and Release Management processes, procedures, and approval workflows to decrease incidents attributed to changes and poor-quality releases by 54%. • Established key working relationships with technology and business management/executives, and vendors, to drive process integration, communications, and effective Risk remediation through all levels of the organization. Show less • Senior manager leading customer service delivery and support of 117 applications used by over 50,000 internal users and over 6,000 customers world-wide. • Oversaw department-wide capital and operational planning with control over annual personnel and operations budget of $100M. • Instrumental in the adoption of enterprise Knowledge Management application (RightAnswers) and led successful integration with Remedy ITSM suite. • Managed Capacity planning for 120-member global Service… Show more • Senior manager leading customer service delivery and support of 117 applications used by over 50,000 internal users and over 6,000 customers world-wide. • Oversaw department-wide capital and operational planning with control over annual personnel and operations budget of $100M. • Instrumental in the adoption of enterprise Knowledge Management application (RightAnswers) and led successful integration with Remedy ITSM suite. • Managed Capacity planning for 120-member global Service Desk team organized in a follow-the-sun model across multiple continents. • As Enterprise Major Incident Manager, led process development and improvement of Level 1-3 IT incident response. Coordinated critical incident management teams of cross-functional personnel during critical event occurrences and Tier-1 system outages. Achieved reduction in MTR to less than 60 minutes. • As Enterprise Problem Manager, led event assessments to correlate problems to incidents and track remediation of root cause. Established KPIs to focus problem management teams on contributing factors and decreased problems by an average of 40% across all domains. • As Enterprise Change and Release Manager, developed RFP for CMDB, assessed vendor offerings, determined optimal tool, and oversaw procurement. Continuously reviewed and enhanced Change and Release Management processes, procedures, and approval workflows to decrease incidents attributed to changes and poor-quality releases by 54%. • Established key working relationships with technology and business management/executives, and vendors, to drive process integration, communications, and effective Risk remediation through all levels of the organization. Show less



Beacon Technologies

• United States
• Information Technology & Services
• 1 - 100 Employee

• Senior Solutions Engineer

  • Nov 2003 - Feb 2006

  • Led integration of 1,000 Windows workstations for the Metropolitan Nashville Public School District; coordinated deployment schedules, on-site resolution of technical issues, management of client satisfaction issues, reconciliation of invoicing issues, and administration of phased deployments across 130 locations. • Managed the design and deployment of $10M infrastructure reengineering project to implement and administer Microsoft Active Directory services supporting over 100,000 users… Show more • Led integration of 1,000 Windows workstations for the Metropolitan Nashville Public School District; coordinated deployment schedules, on-site resolution of technical issues, management of client satisfaction issues, reconciliation of invoicing issues, and administration of phased deployments across 130 locations. • Managed the design and deployment of $10M infrastructure reengineering project to implement and administer Microsoft Active Directory services supporting over 100,000 users for Metropolitan Nashville Government. Show less • Led integration of 1,000 Windows workstations for the Metropolitan Nashville Public School District; coordinated deployment schedules, on-site resolution of technical issues, management of client satisfaction issues, reconciliation of invoicing issues, and administration of phased deployments across 130 locations. • Managed the design and deployment of $10M infrastructure reengineering project to implement and administer Microsoft Active Directory services supporting over 100,000 users… Show more • Led integration of 1,000 Windows workstations for the Metropolitan Nashville Public School District; coordinated deployment schedules, on-site resolution of technical issues, management of client satisfaction issues, reconciliation of invoicing issues, and administration of phased deployments across 130 locations. • Managed the design and deployment of $10M infrastructure reengineering project to implement and administer Microsoft Active Directory services supporting over 100,000 users for Metropolitan Nashville Government. Show less



Ciber Global

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Solutions Architect

  • Sep 2002 - Nov 2003

  • Designed and managed the migration of application server platform from Novell to Windows architecture for 2nd largest TN state government agency (over 3,000 users, across 200 sites). • Liaison between agency and the State’s Infrastructure Engineering group; analyzed system capacity requirements, determined hardware/software needs, and recommended upgrade roadmaps for applications. • Consulted with client’s systems and database engineers on issues of capacity planning, business… Show more • Designed and managed the migration of application server platform from Novell to Windows architecture for 2nd largest TN state government agency (over 3,000 users, across 200 sites). • Liaison between agency and the State’s Infrastructure Engineering group; analyzed system capacity requirements, determined hardware/software needs, and recommended upgrade roadmaps for applications. • Consulted with client’s systems and database engineers on issues of capacity planning, business continuity, and Active Directory Services requirements for new technology platforms. Show less • Designed and managed the migration of application server platform from Novell to Windows architecture for 2nd largest TN state government agency (over 3,000 users, across 200 sites). • Liaison between agency and the State’s Infrastructure Engineering group; analyzed system capacity requirements, determined hardware/software needs, and recommended upgrade roadmaps for applications. • Consulted with client’s systems and database engineers on issues of capacity planning, business… Show more • Designed and managed the migration of application server platform from Novell to Windows architecture for 2nd largest TN state government agency (over 3,000 users, across 200 sites). • Liaison between agency and the State’s Infrastructure Engineering group; analyzed system capacity requirements, determined hardware/software needs, and recommended upgrade roadmaps for applications. • Consulted with client’s systems and database engineers on issues of capacity planning, business continuity, and Active Directory Services requirements for new technology platforms. Show less



HCA Healthcare

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Senior System Analyst

  • Mar 1995 - Sep 2002

  • Administered Microsoft SQL Server-based medical claims processing application for physician’s management subsidiary. Supervised staff of 5 responsible for systems administration and network support. • Recommend and carried-out application upgrades, server and database updates and patches, and influenced purchasing for all system components, with a budget of over $500,000. • Performed transition of application services during mergers and divestitures at 5 southeast regional offices. • Administered Microsoft SQL Server-based medical claims processing application for physician’s management subsidiary. Supervised staff of 5 responsible for systems administration and network support. • Recommend and carried-out application upgrades, server and database updates and patches, and influenced purchasing for all system components, with a budget of over $500,000. • Performed transition of application services during mergers and divestitures at 5 southeast regional offices.



US Army

• United States
• Law Enforcement
• 1 - 100 Employee

• Communications Supervisor (Sergeant/E5)

  • Jul 1982 - Apr 1991

  • Managed teams of up to 15 personnel and over $3M of equipment deployed globally in support of highly sensitive communications networks providing command and control of US/NATO forces and nuclear weapons. • Selected team leaders, reviewed personnel performance, planned deployments, coordinated movement logistics, monitored adherence to operational processes, oversaw maintenance, and administered Department of Defense information security standards. • Authored and enforced… Show more • Managed teams of up to 15 personnel and over $3M of equipment deployed globally in support of highly sensitive communications networks providing command and control of US/NATO forces and nuclear weapons. • Selected team leaders, reviewed personnel performance, planned deployments, coordinated movement logistics, monitored adherence to operational processes, oversaw maintenance, and administered Department of Defense information security standards. • Authored and enforced organization policies and standard operation procedures to support effective deployment of five Joint Special Operations Command departments dispersed in three states, Europe, and the Middle East. • Led multinational coalition forces during Operations Desert Shield/Storm to provide communications support and traffic scheduling of high-priority medical evacuation and general troop transport flights between airbases in the theater of operations and Germany. Show less • Managed teams of up to 15 personnel and over $3M of equipment deployed globally in support of highly sensitive communications networks providing command and control of US/NATO forces and nuclear weapons. • Selected team leaders, reviewed personnel performance, planned deployments, coordinated movement logistics, monitored adherence to operational processes, oversaw maintenance, and administered Department of Defense information security standards. • Authored and enforced… Show more • Managed teams of up to 15 personnel and over $3M of equipment deployed globally in support of highly sensitive communications networks providing command and control of US/NATO forces and nuclear weapons. • Selected team leaders, reviewed personnel performance, planned deployments, coordinated movement logistics, monitored adherence to operational processes, oversaw maintenance, and administered Department of Defense information security standards. • Authored and enforced organization policies and standard operation procedures to support effective deployment of five Joint Special Operations Command departments dispersed in three states, Europe, and the Middle East. • Led multinational coalition forces during Operations Desert Shield/Storm to provide communications support and traffic scheduling of high-priority medical evacuation and general troop transport flights between airbases in the theater of operations and Germany. Show less