Work history
Global IT Service and Process Manager
tags:
agent of change
• practicioner; quality assurance
How would you describe your time at Dimension Data?
* Responsible to align Global Service Centers with ITIL processes and IT Service Management Systems
* Responsible for training staff about the fundamentals of ITIL and other best practices
* Traveled globally as part of a global project team to drive common best practices and common client experiences
* Assisted in modeling new managed lines of service (IP Telephony, Firewall, etc)
* Championed significant culture change within the organization focusing on the connections between various support groups
* Facilitated the development and implementation of several significant projects and audits which yielded more than $2M in revenue during 2007... 
IT Security Administrator/Program Manager
tags:
itil practicioner; crisis man...
How would you describe your time at EDS (Electronic Data Systems)?
* Coordinated efforts with global deployment of asset management and data collection system (Altiris)
* Reduced non-compliant Intel client/server systems by 80%
* Reduced enterprise anti-virus signature updates time to an optimized 2 hours (McAfee ePO & Inturshield)
* Reduced global patch deployment capability (time required) to less than 48 hours
* Ensured service level management by monitoring, reporting and understanding business needs and service impacts and took action where necessary.
* Improved client satisfaction by monitoring reporting, addressing key service issues and consistent communication within management
* Accountable for the threat and vulnerability management delivery, governance, and client satisfaction.
* Technical writing for end user, technical, and business organizations. Excellent oral and written communication.
* Anticipated customers critical requirements and trends and responded based on understanding of competitive advantage. Identified unmet customer needs to contribute to strategies.
* Worked to Implement ITIL best practices throughout the organization....
System Administrator/ Project Manager
tags:
service improvement; kpi;itil...
How would you describe your time at EDS (Electronic Data Systems)?
* Reduced Service Desk calls by 80% in targeted areas
* Increased productivity of level 1 and level 2 support groups by 85%
* Improved communication of IT capabilities and prevented "surprise" impacts on the business.
* Managed various aspects of support for 80K users, 70K centrally managed client systems and 3K Windows servers (SMS, AD, MOM, Anti-Virus)
* Improved service efficiencies by tracking and analyzing key performance metrics
* Supported vision through project/team work. Gathered input and gained buy-in
* Increased reliability of IT services by measuring SLA and ensuing processes are consistently applied and measured. Took corrective actions to address problems.
* Communicated effectively to internal and external audiences and various levels of management. Able to work through issues effectively to achieve results....
Education
Organizational Management and Marketing
