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%