Change Management Consultant

• Oct 2020 - Present

Software Solutions Manager

• Mar 2012 - Oct 2020

Managed the daily operations of cross-functional teams across geographically diverse locations performing Application Support, performance tuning, Infrastructure support and application change delivery of 60 plus applications in support of Consumer Wireline, UVERSE, DirectTV, Mobility and Long Distance. Overall accountability for translating and supporting business and account needs to a technical level, defining and planning IT strategy, manage end to end IT projects/activities and build the knowledge and expertise of teams. Drove continuous improvement of the customer experience that utilized products and services. Managed applications residing on Windows, Unix, Linux and mainframe platforms. Technologies supported: WebSphere, WebLogic, JBOSS, Wildfly, Citrix, SAP, Oracle & MS SQL.

Sr Technical Director

• Oct 2000 - Mar 2012

Provided business operations assurance of AT&T Mission Critical and Non-Mission Critical applications for Long Distance, UVERSE and Mobility applications. Captured/resolved significant customer pain points, open issues, and current production events by revamping relations with business leadership to accentuate client needs. Managed 100 plus geographically dispersed employees and contractors in Production Operations, Application and Infrastructure Support, Release and Change Management across 160 applications. Drove insightful governance to teams by mobilizing efficient operations in project management, application support, release, defect and change management - Utilized CMM, ITIL, ITUP, Six Sigma and Sarbanes Oxley (SOX) processes.

Technical Director

• Mar 1998 - 2001

Promoted to Director level responsible for the startup team of the Production Services group in preparation of the launch of the Ameritech Long Distance. Oversaw staff training and management of personnel; development of M&Ps, KPIs and tools in the support of systems and applications. Managed and trained teams of 14 Production Services SMEs and 4 Change Management SMEs which supported 30 Ameritech Long Distance applications in a 24x7 environment. Positioned the teams to interface with the Portfolio Management teams to assure teams reached their highest level of expertise required to support these new applications. Other responsibilities included budget management and planning; performance management including appraisals and employee career development; hardware and software vendor management; and business partner liaison for application requirements and all application related issues. Provided excellent problem analysis and resolution at both the strategic and functional levels as part of this startup company.

Sr Technical Team Lead - IT Change / Release Management

• 1996 - 1998

Established the IT Change Management team for the startup of Ameritech Long Distance. This included research, development and implementation of formal processes and procedures across the company used to ensure that changes to a product or system were introduced in a controlled and coordinated manner following the Capability Maturity Model (CMM). Hired staff, rolled out process and procedures to all impacted teams including Sr Leadership. • Developed and trained the team on how to manage implementation projects through the software development lifecycle to minimizing impact to production stability.• Developed and implemented a database tool to manage all change activities decreasing application errors by 60% within 6 months and 90% after 1 year.