IT Application ManagementIT Application ManagementIT Application ManagementIT Application Management

Proven ability to quickly analyze business drivers and develop strategies to grow the bottom line and increase productivity

Built a solid track record of success by:

Assessing standard operating methods, managing human capital, leading change and  implementing process improvements which improved quality, profits, customer  satisfaction and corporate effectiveness

Area's of Expertise

·  Leading Change ·  P&L Responsibility ·  Service Level Management ·  Negotiation ·  Resource Planning ·  Contract Management 

·  Forming Strategic Alliances ·  Employee Relations ·  Crisis Management ·  Delivering Enterprise Solutions

·  Methodology Implementation ·  Business Leadership ·  Risk Management ·  Build High Performing Teams ·  Executed to Plans

Success Factors

Improved Staff Utilization – Increased staff productivity by implementing and leading a Software Engineering Process Group – reduced staff from 148 to 108 over a four year period while increasing output

·  Increased Revenue Growth – Turned around an underperforming contract to become one of the companies most profitable engagements – Gross Margin change from <0 to 40%

·  Implemented Methodology Based Processes – Fluent in CMMi (Capability Maturity Model Integration), ITIL (Information Technology Infrastructure Library), PM (Productivity Management) and AMM (Application Maintenance Methodology) 

Streamlined Service Desk Increasing Customer Satisfaction - Increased average number of calls closed upon first contact from 81% to 91%, increased percent of answered calls from 82.5% to 96%, and decreased average speed of answer from 1:16 to 0:14, based on ~80,000 calls annually

·  Confidence in Project Delivery Increased - Increased average of all projects delivered on time to 95%, Increased average of projects completed within 10% of budget to 93%

·  Application Support Improvement - Improved resolution of Production problems resolved in less than 2 hours from 45% to 99%