SUMMARY

Unique combination of skills in information technology, operations management,
human resources, project leadership, customer relations and budget
administration.  Experience gained in fast-paced information
technology/manufacturing environments.  Strong sense of urgency necessary for
quickly resolving critical issues.  Proven ability to build high-performance team
culture in 24/7 operations environment.

PROFESSIONAL EXPERIENCE

Sungard Availability Services, Thornton, CO                                     
                                  2003- 2009

Integrated Operations Center Supervisor

Manage  9 Client Service Representatives.  Responsible for employee development,
HR processes and procedures, and scheduling.  

Maintained Client Response Center in Voorhees, NJ during transition to Thornton,
CO
Conducted initial training for all new team members in Thornton, CO
Coordinated the hiring and allocation of additional staff to insure coverage in
24/7 environment.
Implemented new ACD system for Client Support Staff.
Implemented processes and procedures to insure consistent response of client
calls.
Insured client calls are answered in a timely manner by improving phone
availability by staff.
Assisted in the implementation of new problem and change tracking system.

IBM, Lexington, Kentucky	1995-2002

Technical Services First Line Manager	1999-2002

Managed 30 computer operators, including all HR processes and procedures. 
Managed customer satisfaction and overall business health. Responsible for
Operations, level 2 help desk, and production control.

Developed and coordinated collection of productivity measurements for
presentation to executive management on monthly basis
Managed resource requirements to remain under budget, resulting in savings of
$60 K per year
Instituted and gained executive management approval for centralized management
of contractors
Recognized with company award for contribution made as Y2K coordinator for six
operations teams
Coordinated the standardization of operations procedures across data centers in
three locations
Developed project plan and managed consolidation of SAP operations from Research
Triangle Park to Lexington resulting in savings of $200 K per year
Completed three internal and two external audits without a single audit point
	
	
	
	
	
	
	IT Specialist – Advisory	1998-1999
	
Project management for all operations projects, including all new business
sizings and technical solutions.
	
Determined and gained management approval for consolidating Atlanta data center
to Research Triangle Park.  
Developed, implemented and managed overall project, resulting in savings of $300
K per year
Developed and implemented sizing tool used to size all new business proposals,
reducing error on customer accounts and improving customer satisfaction
Managed all contractor processes and procedures and completed two successful
audits
Introduced and developed process for documents of understanding between
operations and 	customers, reducing misunderstanding between customers and IBM,
and increasing customer satisfaction.
Initiated re-validation of resource requirements for all commercial and internal
IBM accounts, which insured both company profit and customer satisfaction.
	
	
	IT Specialist	1995-1998
	
Progressed from shift lead to team lead on AS/400 platform.  Responsible for
staffing, transition of new customers and overall operations procedures.
	
Provided technical and transition leadership to operations team responsible for
transition of four commercial accounts
Developed and provided training for new team members
Acted as focal point connecting customers, account manager, project engineer and
operation staff
Provided level-two and level-three software and hardware support to customers
Ensured operational documentation was kept current, accurate and easy to
understand and access utilizing  Lotus Notes Databases
Worked with cross-site team members to develop software and hardware standards
that were used by all mid-range teams
Initiated and planned three disaster recovery tests insuring business
continuation for the customer
Set up remote network connectivity at customer locations 



FOSROC INC., Georgetown, Kentucky	1981-1994

Joined company as Sales Engineer, marketing and selling mining specialty
chemical products.  Promoted to Product Manager, developing, testing, and
marketing new sealant products.  Promoted to Assistant Marketing Manager,
supporting sales staff in marketing of all lines.  Accepted offer to manage
company-wide data processing operations in November of 1988.  Provided management
and financial reports. Converted the company from a System/36 to AS/400 utilizing
MAPICS software. 

 





EDUCATION

Credits - Business Administration – Marketing
University of Kentucky, Lexington, Kentucky

Associate of Science
Prestonsburg Community College, Prestonsburg, Kentucky


PROFESSIONAL DEVELOPMENT

STI Certified Help Desk Manager
IBM Management Development
Project Management
Industrial Relations
Diversity Management
Certified AS/400 Operations
Basic CL Programming
Basic RPG Programming
IBM Certified Recruiter

TECHNICAL ENVIRONMENT

AS/400, RS/6000, Windows, UNIX, Networking

COMPUTER SKILLS

Remedy, Service Desk, Symposium , Lotus Smart Suite, Lotus Notes, Microsoft
Office Products, Microsoft Project, Project Workbench, MAPICS, ROBOT AS/400
automation products