David Lacy Email & Phone Number

Kansas City, Missouri & Tarzana, California

Drove critical projects for GTS North America Delivery Organization. Provided directional management for cross cultural teams. Process owner for new business transformation programs.• Led Business Process Optimization – Client Management rollout for North America, driving cost reduction of 126 resources from GTS IS account team delivery model.• Led service delivery model implementation reviews for 34 accounts (150+ account team meetings in 2015), ensuring alignment with IBM’s strategic delivery model.• Managed critical technical skills tracking and reporting for 4 US Delivery Centers, providing insight for critical staffing needs and timelines for hiring in support of clients.• Streamlined transition process into single view for assigning PMs by including IBM internal lift and shift workload reviews into New Client reviews.

Kansas City, Missouri

Managed team of Resource Deployment Managers (RDM) supporting Transition and Transformation Technology Information organization. Team provided strategic staffing and assignment of project managers handling IT transition and transformation. • Managed escalations between Resource Deployment Managers, Line Management, Transition Managers, and Delivery Project Executive’s concerning resource staffing priorities and selections, ensuring both client and IBM expectations and commitments met.• Streamlined PM assignments and workload tracking by leading implementation of key strategic tools for Resource Management. (New Client Staffing Resource db, Project Management Dispatch Tool, and Professional Market Place rollout to GTS North America).

Bangalore, India

Supported and oversaw local IBM executives, concerning movement of US IT client support to India. Established joint partnership program and led initial implementation and setup of Americas Group Program Management Office designed to support delivery of IT services to American clients.• Staffed 3500+ resources in India Global Delivery Center in 2009.• Reduced skill clarity issues from 20% to 3% by driving hiring-related process improvements.• Participated in development and implementation of skills program, enhancing technical skills of India team; 7 US Subject Matter Experts trained 137 mentees in 5 months and model expanded to other teams.

Charlotte, North Carolina

Utilizing Global Delivery Framework Model - LEANManaged 39 database administrators supporting 40 commercial clients within financial, industrial, communications, distribution, public, and SMB sectors. Database environments supported include Oracle, DB2, MS SQL Server, IMS, Linux and Solaris across midrange and mainframe platforms.• Fortune 500 clients supported included AT&T, Belk, Equifax, Mercedes-Benz, Panasonic, GM, Sprint, NASCO, FEMA, Exelon, etc.• Assisted in leading LEAN model implementation in record 9 weeks vs standard 14 weeks.• Managed security compliance for all clients within LEAN Delivery Model structure.• Awarded stock options for outstanding performance and exceptional leadership.• Led full transfer of DBA DB2/UDB support on Panasonic from US to Brazil.• Member of SSO Application Hosting / Database Management Pandemic team.

Charlotte, North Carolina

Managed process of collecting, consolidating, packaging, and distributing SLA and SLO contractual measurements to IBM Account team and Project Office. Managed and executed transition and engagement processes in support of South SDC and individual customers.• Supported 50+ Commercial Accounts for Service Level Agreements (SLA) and Service Level Offering (SLO) reporting.• Implemented solution to move from manual SLA reporting process to “Internet Reporting Portal”, allowing easy data sharing between IBM and GE Capital using central medium.

Alpharetta, Georgia

Provided Project Management oversight for transition of 5 Service Management Competency Disciplines on GE Capital Account.  IBM Transition Project Manager for GE Capital –Transition of SMC Disciplines: Disaster Recovery, Problem and Change Management, Client Measurements, Information Asset Security, System Access Security (Mainframe). GE Data Integrity Project Manager – Led separate project to reduce overall reporting errors and improve process quality. Drove defect rate down from 18% to 4% within 4 months. GE Measurement Project Manager – Collected, packaged and reported on 139 contract measurements. GE Commercial Get Well Project Manager – Delivered measurement packages to 12 additional acquired accounts. Provided leadership and Project Mgmt. discipline to an inexperienced project management transition team. Only 1 of 5 transition leads had previous project management experience. Awarded monetary sum for success of GE Capital account transition.

Raleigh, North Carolina

Managed department of 20 Customer Support Analyst servicing IBM and commercial accounts. Provided technical support for customers transitioning to Lotus Notes and for overall Client Server arena. Successfully managed an environment with a 30% annual call volume growth rate in 1997.  Managed personnel within a team environment consisting of 5 managers and 145 analysts across 2 geographical sites. Customer set included IBM, PECO, Great Lakes Chemical Company, and Ryder.

Raleigh, North Carolina

Provided management direction for personnel and business aspects of the Mainframe Client. Managed 38 Customer Support Analysts in a 7X24 environment. Provided technical level one VM and MVS support for IBM and commercial customers. ¬ Focused on agent recruiting and education.¬ Designed a common new hire interview form that built consistency in our recruiting process.¬ Provided VM and MVS technical support in such areas as Profs, PVM, CMS, TSO, SNA, Netview, CICS, RSCS, Host Print, Ecforms, and other host applications.¬ Customer set included IBM, Pathmark, and General Tire.¬ Provided onsite management coverage during the Hurricane Fran disaster.

Raleigh, North Carolina

Focal point for AS400 call analyst concerning escalations, scheduling, training, and evaluation of new processes. Represented management and department in the design and implementation of new business within the team. ¬ Coordinated new hire training and specific account training.¬ Handled initial escalation request prior to management involvement.¬ Designed unique survey for single customer set.¬ Assisted in designing call flow diagrams for entire AS400 customer set.¬ Customers: Flint Ink, Georgia Pacific, Asgrow, Coastal Health Care, Ansell.

Raleigh, North Carolina

Responsible for new hire and ongoing training for analyst supporting the IBM South GEO mainframe customer. Streamlined the training process to give call analysts consistent and systematic education to allow maximum effectiveness upon taking their first call.¬ Implemented 5-6 week new hire training process and curriculum for support analyst.¬ Designed Level 1 Training Manual that became the model for all of South HD training.¬ Developed continuing education training program for Level 1 analyst.¬ Designed extensive testing material to evaluate analyst comprehension and skill level.¬ Maintained ID creation and deletion process for entire team.¬ Education provided in the following areas: VM/CMS, SDSF, TCP/IP, OS2, Netview, PC, SNA, CICS, PROFS, RSCS, Host Print, PVM, Lotus Smart Suite.

Raleigh, North Carolina

Supported IBM customers with various technical end user mainframe services. Primary support focus included various mainframe and desktop applications, network connectivity issues, file transfer and printing issues.¬ Mentored new analyst.¬ Implemented improvements to specific Help Desk tools (CMS logoff notifications, Toolkit Close Codes).

Irving, Texas

Responsible for inventory of approximately 100K tapes. Coordinated 3 shifts of tape library administrative activities. Liaised between Advantis Operators and site I/O Vendor team. Customer interface for problems associated with I/O tape issues.• Created and implemented tape mailing process improvements, reducing exposure to lost data.

Roanoke, Texas

Provided Help Desk assistance to IBM Instructors in the field. Assistance provided for ID resets, printer and line resets, printing problems, and VM/CMS application support.

Roanoke, Texas

Responsible for execution of system backups on VM and MVS operating systems. Created documentation that assisted in off shift backup process. Provided off shift Level 1 Help Desk support for the IBM Education community. Executed nightly system backups and prepared tape media for offsite storage.

History

History

General Ministry

General Ministry