Appointed Application Portfolio Manager charged with leading the transition to an application portfolio model and overseeing a team of 20. Direct customer facing and internal application development on the iOS and Android platforms. Administer and track a $5 million annual operating budget while holding full accountability of the stability, health, and growth of the mobile channel. Key Contributions:* Championed efforts to manage and refine the software development lifecycle (SDLC) processes, resulting in enhanced performance and productivity.* Held full accountability for managing all phases of 20+ projects, employing Waterfall and Agile methodologies and driving on-time and within budget completion.* Built a high-performing infrastructure through the effective management of cross-functional development teams; fostered a positive work environment a focus on accountability and performance.* Cultivated strong working relationships with internal and external business partners to achieve development goals.

Transitioned from an IT operations contractor charged with maturing the ITIL framework in a dot com environment to a fulltime employee as the Service Delivery Manager. Oversaw and supported production environments for Lowes.com and the m.lowesmobile application.Key Contributions:* Reduced downtime of Lowes.com 80% and slashed the customer impacting error count 13+% by deploying multiple monitoring tools to enhance the management capability and monitor of web platforms.* Oversaw a 40-member L1 and L3 team, ensuring the effective and efficient support of Lowes.com environments to maintain maximum performance and uptime.* Managed 13-domestic staff and a 27-member offshore support team, providing strong leadership and driving peak performance.* Designed, developed, and implemented a comprehensive service center, change management, and incident management transition plan and strategy to optimize operations and exceed performance goals.* Partnered with internal business associates to define work priority and support processes to improve operating efficiency and promote an enhanced team environment.

Team Project ManagerOversaw the merge of cultures and external services subsequent to the acquisition of Wachovia by Wells Fargo. Managed discovery, process training, project scope, change control, service level, and training plan development to maintain seamless operations.

Provided consultative guidance and advice to support IT operations by defining, developing, and enforcing service practices to meet the needs of customers. Identified and documented internal and external client requirements and led the build of an integrated, high-performing cross-functional team encompassing service center, network engineering, and application support by partnering with service staff in Charlotte, North Carolina and Palo Alto California. Oversaw the development and implementation of stable, cost-effective platforms.Key Contributions:* Teamed with internal and external customers to define and implement service level agreements (SLAs), driving maximum system uptime and efficient issue resolution.* Led efforts to align service processes with SLAs, using an ITIL framework; documented, trained staff, and enforced the use of established processes.* Captured a 58% customer rating improvement and improved overall communications and asset management by applying an ITIL service center focus.* Partnered with teams leads to identify and develop critical issue escalation and technology processes.* Improved customer services, decreased system downtime 75%, and reduced costs $8 million annually, by leading a six-member team of business owners and IT operations personnel in developing a communication plan.* Drove process improvement by working with IT operations staff to develop ITIL-based critical change request processes.* Analyzed and assessed an E-commerce platform project and reported findings to the IT operations and marketing departments; identified technical risk and realigned the project with business requirements, reducing project size 25%.* Completed an ITIL implementation audit and spearheaded the development of a comprehensive training plan for the ITIL implementation team, meeting staff needs and long-term corporate vision.

Evaluated IT and service center operations to identify shortcomings and make change recommendations. Managed a 6 member gap team to improve service delivery for internal and external customers and led efforts to design and implement critical support processes based on findings.Key Contributions:* Championed strategic business planning, including a service center, change management, and incident management and transition.* Conducted a Los Angeles school project audit, focusing on resource communication and cost improvement initiatives; drafted SLAs by working with project staff and operations team and documented operation processes to ensure terms were met.* Built a cohesive and productive team by working with staff to identify and resolve morale, work, and focus issues.* Streamlined business operations by leading a knowledge-based effort to document processes and standards.

Directed the development and implementation of technology solutions, supporting terminal operations across North America. Managed resources and cost to ensure operating goals, client needs, and growth requirements were met. Built and maintained strong service capabilities for a 24/7, union-based operation based on an ITIL framework and advanced technology platforms. Provided strong leadership to 100+ staff, maintaining open and ongoing communications between IT, terminal operations, and business owners. Facilitated regular meetings with business owners and the executive board, ensuring both strategic and financial alignment.Key Contributions:* Spearheaded process improvement by standardizing processes and documentation for all North America operations across the following business units: procurement, communication, service support, change management, budget management, technology security and monitoring, project management, and documentation management.* Administered budgets ranging in value from $2 million to $20 million for 13 campuses and a $50+ million corporate budget.* Led a project management standardization initiative to enhance productivity, performance, and accountability, driving on-time and within budget completion; held full responsibility for managing 15+ projects with a total budget of $30+ million.* Developed and managed an award-winning disaster recovery infrastructure, ensuring alignment with budgetary and regulatory requirements.* Defined an IT strategy for each site and developed a corporate plan, encompassing a three year future state strategy.* Managed procurement budgets valued from $2mil to $20mil for each of the 13 sites and oversaw purchasing by site and for corporate.* Maximized IT performance by building and managing an ITIL-based global service center, supporting Tier 1-3 internal and external users in networking, proprietary, data center, and system monitoring technologies.

Managed technology operations and functions, including providing 24/7 service, overseeing project implementation, managing budgets, and developing strategic business plans for a 300 acre union-based operation.Key Contributions:* Established an IT strategy for the terminal to support the business core and championed the rebuild of the terminals infrastructure.* Administered and tracked a $15 million annual operations budget.* Built strong working relationships with key local union representative to secure sign-off to implement new technologies and operational processes.* Developed and met all SLA terms.* Researched and identified emerging technology and made change recommendations to maximize ROI.* Led a 15-member support division charged with maintaining seamless operations through the effective management of networking, Web, and productivity applications.

Early career history includes: Infrastructure Project Manager, IT Operations Manager, and Yard Operations Manager with Marine Pacific Inc. and honorable service with the United States Marine Corps.