Dianna Knight, Mba, Pmp, Ccmp, Itil Foundation Certified Email & Phone Number

• Managed Virgin Mobile USA Capacity & Disaster Recovery Analysis – assessed alignment with DR best practices• Led cross-divisional teams (Sys Admin, Net Ops, Information Assurance, Facilities, and SLM) supporting a variety of concurrent customer projects, subsequently dedicated as Key Account / Project Manager to one large customer• Led 1 year implementation of 15+ rack DR/COOP build through successful execution of 1-week fail-over test• Documented requirements, developed implementation plans, obtained client concurrence, and executed effective risk management and quality assurance processes to deliver quality solutions balancing scope, speed, and cost• Ensured customer satisfaction by effectively managing stakeholder expectations throughout project lifecycle via weekly and ad hoc status meetings, technical discussions, and risk assessments• Negotiated with stakeholders to manage frequent change requests in priority, schedule, scope, and pricing• Coordinated budgeting, ongoing obligation of funds, procurement and resource allocation across multiple teams

• Drove key portions of ITIL ESM implementation - Round 1 & 2 Quick Win teams in Service Level Management, Change Management, Release Management, Availability Management• Completed US Army / BearingPoint Lean Six Sigma project recommending improvements to error log availability to developers• Conducted detailed current state analysis & delivered suggested improvements to monitoring, alerting, and reporting• Ensured customer satisfaction by effectively managing stakeholder expectations throughout project lifecycle via weekly and ad hoc status meetings, technical discussions, and risk assessments• Negotiated with stakeholders to manage frequent change requests in priority, schedule, scope, and pricing• Coordinated budgeting, ongoing obligation of funds, procurement and resource allocation across multiple teams• Conducted comprehensive financial reconciliation supporting fund obligation prior to annual fiscal deadlines

• Managed multiple concurrent OCR software customization and installation projects, working closely with 3-5 person teams of application engineers from kick-off until completion• Oversaw project relationships with domestic and international Fortune 500 clients – EDS, ACS, Delta Dental, Kaiser Permanente

• Coordinated notification of government agencies regarding upcoming FISMA compliance audits

Promoted to Web and Systems Operations Manager, developed and managed three teams – Web, Server and AS/400 Operations, staff of 15, $2M budget.* Drove creation of Internet strategic vision and influenced its adoption by upper management, increased web platform reliability, customer confidence, and department revenue* Defined development standards, policies and procedures, resulting in global application development cost savings* Negotiated purchase and support contracts with leading hardware, software and service vendors including Oracle, Veritas, Sun Microsystems, Akamai, SunGard, saving more than $300,000/year* Project Managed Disaster Recovery (BCP) test planning and implementation for 16 Microsoft Windows systems, three Solaris systems, two IBM AS/400s and associated networking equipment* Performed yearly analysis and modification of pricing models to ensure balanced budget* Reviewed and updated 20+ SLAs annually, managing customer expectations of services and costs

Hired as a web content developer for this global financial services company. Promoted to Web Operations Team Leader, built highly effective team from the ground up.* Planned and implemented Internet launches for local and international Skandia companies, including web site redesigns and the addition of interactive functionality * Implemented and directed international change management process to coordinate all areas of IT operations and ensure maximum availability* Lead international, local and vendor teams in relocation of over 12 production servers, web sites, and associated applications six times, completed on time and on budget* Directed international and domestic business units performing quarterly comprehensive security audits, ensured immediate implementation of corrections, resulting in increased system availability * Completed regular process reviews to improve customer support* Created HTML code for ECommerce companion application on Palm Pilot

Developed web site content and provided 24 X 7 support for Microsoft web servers (Windows NT 4.0 / IIS 4), for this Information Technology consulting company, and for its customers.* Implemented new site design and performed regular updates to web site content for SNET Intranet web site* Supported IIS, Exchange, other local servers, and network equipment

Implemented a new training center for this software, hardware and service vendor.* Reviewed curriculum, selected classes and identified instructors* Scheduled, advertised, booked students and instructors for week-long Microsoft software classes and A+ Certification classes

Coordinated library of Computer Based Training software and delivered day-long software training courses.* Instructed Travelers Insurance employees in Harvard Graphics, Lotus 1-2-3, and other applications* Maintained library inventory using Paradox database system

Master Of Business Administration, Organizational Leadership Concentration

Activities and Societies: Beta Gamma Sigma Quest Facilitator

Web Master Certificate, Web Design Certificate

Bachelor Of Arts, Psychology And English

Activities and Societies: Summa Cum Laude Co-President Golden Key Honor Society

Education record