Eric Hedstrom Email & Phone Number

United States

Worked at IBM toward transition to Kyndryl Financial Sector – Broadridge Financial Services• Primary contact for the PE (Project Executive) for service delivery• Owner of account of multiple towers which include Mainframe (26 LPARS), Midrange (19 LPARS), Distributed (20 servers), and Network services.• HR Manager of service delivery managers (6 SDSLs)• Directional lead of ~150 technical support staff within large global matrix organization.• Responsible for account’s service delivery – including quality, customer satisfaction, and successful project delivery, and labor requirements/forecasting.• Responsible for achieving all Service Level Agreements (SLAs) for account.• Responsible for managing to approved budget (for cost for service delivery)• Responsible for account business controls/audit compliance (FFIEC, SOC, ISO, etc)• Manage projects/programs• Responsible for contract SLA/SLO (Service Level Agreements/Objectives)• Major contribution to overall client satisfaction for delivery organization• Address performance in troubled service line/units to achieve productivity objectives• Provide input of key documents into project/account repositories• Lead weekly/monthly status meetings with IBM Team and client executives• Global Delivery - Leverage across organizations, competencies and Geography

Worked toward transition to Kyndryl Financial Sector – Broadridge Financial Services• Primary contact for the PE (Project Executive) for service delivery• Owner of account of multiple towers which include Mainframe (26 LPARS), Midrange (19 LPARS), Distributed (20 servers), and Network services.• HR Manager of service delivery managers (5 SILs)• Directional lead of ~100 technical support staff within large global matrix organization.• Responsible for account’s service delivery – including quality, customer satisfaction, and successful project delivery, and labor requirements/forecasting.• Responsible for achieving all Service Level Agreements (SLAs) for account.• Responsible for managing to approved budget (for cost for service delivery)• Responsible for account business controls/audit compliance (FFIEC, SOC, ISO, etc)• Manage projects/programs • Responsible for contract SLA/SLO (Service Level Agreements/Objectives)• Major contribution to overall client satisfaction for delivery organization• Address performance in troubled service line/units to achieve productivity objectives• Provide input of key documents into project/account repositories• Lead weekly/monthly status meetings with IBM Team and client executives• Global Delivery - Leverage across organizations, competencies and Geography

Financial Sector – Broadridge Financial Services • Mainframe 26 LPARs (50K MIPs) and 10 distributed infrastructure support servers.• Mainframe Service Delivery Manager / Service Integration Leader. Acting Mainframe Tower Delivery Project Executive (DPE) July’15+.• Brought on to bring expertise, experience and focus to account posture and improve customer service and replace previous SDM and retiring DPE. Customer has provided my up line management with positive feedback requesting that I remain with the account team.• Provided account Senior Delivery Project Executive (Sr DPE) and Project Executive (PE) single point of contact and am the primary advocate between Service Delivery and the Customer.• Provided account leadership/direction and technical support to IBM service delivery teams including 10 technical teams and two project managers assigned to account in matrix organizational model (40+ people). Drove teams to provide deliverables on time, negotiated and prioritized workload to best suite IBM and the client.• Mainframe infrastructure disaster recovery coordinator.• Drove focused get-to-green quality of service reviews with 3rd line management for troubled delivery teams. Including creating deep-dive SRM, and setting of priorities and direction required to continue positive customer perception of IBM’s service.• Participated in and executed tough resource action decisions to maintain quality of service and meet corporate goals.• Includes responsibilities listed in previous delivery positions below.

Financial Sector – Morgan Stanley Global Wealth Management• HR and technical Manager of account’s Mainframe/Distributed tower Service Delivery Managers (SDM) and Availability Managers (AVM) - 5 full time employees.• Acting Delivery Project Executive (DPE) for tower 2013+• Mainframe 18 LPARs (88K MIPs), 67 Distributed LPARs.• Responsible for account’s service delivery – including quality, customer satisfaction, and successful project delivery, and labor requirements/forecasting.• Responsible for achieving all Service Level Agreements (SLAs) for account.• Participated in two new business deals – Citizen’s Bank was successfully signed in 2015.• Includes responsibilities listed in previous service delivery position.

• Provided DPE and PE single point of contact/ Advocate between Service Delivery and the PE/PE/Customer for the account’s Mainframe/Distributed tower. Primary backup for DPE.• Provided account leadership/direction and technical support to two AVMs and IBM service delivery teams including 13 technical teams (50+ people) assigned to account.• Maintained positive customer satisfaction and customer relationship.• Managed delivery of contract performance standards and client measurements.• Drove/Managed service quality and improvement of service delivery processes.• Continually identified ways to reduce cost of delivering services while improving service – via automation or process improvement.• Delivered on all contractual service commitments.• Participated in technical proposal preparation and submitted to DPE/PE for review and approval.• Participated and advised leadership in tower’s account plan/strategy.• Understood customer requirements and business opportunity/requirements identification, guidance, support and closure.• Provided technical support and participated in the Problem, Incident, Root Cause Analysis, and Change Control Board and related processes.• Participated in response to Request For Service (RFS) on behalf of the delivery org. • Drove/participated and coordinated 24x7 crisis management – I was the escalation contact and provided status communication to IBM and customer executives.• Successful completion of the 3yr Smith Barney conversion (JV) project, the largest financial merger in history. • Drove all impacting issues to resolution, following up with root cause analysis. • Drove/participated and coordinated audit readiness and compliance for delivery teams.• Security and Compliance focal for the full account 2007-10, including Internal BCR, FFIEC, KCO, SOC, KPMG audits. Trained new primary who took this as their primary job duty in 2013 while I remained as backup coverage.• Account MF/Distributed tower SDM team lead 2010-13.

• HR and technical Manager of Dallas, Texas and San Jose, California Data Center Operations and Production Support departments – 24x7 operation, 33 reg , 4 subk employees, and 30 customers -100s of mainframe and distributed systems (LPARS).• Staff included batch and console operators for mainframe and distributed platforms, documentation support, local contingency planning, business recovery, operations support, new customer transition team, training coordinator, disaster recovery coordination, and problem and change management.• Hired to perform same job duties as two previous managers in this position.• Represented operations organization in executive customer facing meetings and new business meetings.• Participated in new work sizing and customer bidding and re-signing process.• Very positive results on manager surveys. • Focus toward resource management, efficiency gain, technical lead, problem management, disaster recovery, and increased customer satisfaction.• Drove all impacting operational issues using root cause analysis.

• Designed, developed and implemented department’s request and document repository databases to manage workload and produce department measurements and documentation.• Designed, developed and implemented Facilities request database to produce measurements, and manage hardware move, install, or changes.• Developed and implemented parts of Dallas Data Center internal home page.• Promoted and implemented many new technologies and IBM directives into the operations environment - MTA, Wireless, Flash, SDF, Dedproc focal, eESM, Remedy, Citrix, various Notes DBs, Tivoli ticketing, boarding of client using 1st co-location site model.• Created and revised many operation docs and procedures for Dalops staff.• Managed the boarding of customers into the DDC environment (ECMC, BNSF, J&L, MS On Demand, MS OCDS, Belo etc).• Designed call flow and menus and implemented Avaya phone system in data center used by ops and scheduling.• Directed workload, and set high standards and goals for Prodsup and Docsup employees.

IBM Dallas Data Center Operations• Monitored production schedules using system and network management tool in a large scale Data Center (over 60 systems - MVS/VM/SP2).• Operations team lead - staff of 25.• Console staff attendance management.• Internal / External customer problem, recovery, and resource management.• Compiled and presented system availability statistics.• Trained mainframe operations staff in Windows applications, i.e. Tivoli Monitor, PCOMM, Lotus Notes.• Developed and implemented internal home pages for Operations staff.• Ensured assigned documentation was accurate and ISO9000 compliant creating procedures as required.

Advantis/IBM Dallas Data Center Operations• Monitored production schedules using system and network management tool in a large scale Data Center (over 60 systems - MVS/VM/SP2).• Internal / External customer problem, recovery, and resource management.• Compiled and presented system availability statistics.• Trained mainframe operations staff in Windows applications, i.e. Tivoli Monitor, PCOMM, Lotus Notes.• Ensured assigned documentation was accurate and ISO9000 compliant creating procedures as required.

Dallas/Fort Worth Area

• Analyzed product specification document to create a test design and integration testing procedures for use with IBM's Configurator application (MVS platform).• Used specification document to implement product into the Configurator database using basic APL and REXX code combined with table and file updates.

Dallas, Texas

• Provided technical support for software developers under IBM's OS/2 and AIX platforms via phone, E-Mail, and web page forums.• Configured and installed hardware and software on IBM personal computers and RS/6000, for IBM classes and support staff.• Maintained IBM’s classroom lab machines for externally offered IBM training (60 Win/OS/2/AIX).• Collected and organized data for operations manual for level one group.• Trained co-workers on basic computer skills, Internet navigation, configuration and usage of OS/2, Windows 3.1/95/NT, DOS, and AIX.• Developed and implemented internal home page for department and level one group.• Supported and represented IBM at Technical Interchange '96 in Nashville, TN.

Dallas/Fort Worth Area

• Participated in the following business processes: Employee computer training Advertisement preparation Market analysis preparation Management duties Budget analysis• Entrusted with corporate and satellite employee computer training.

Master Of Science - Ms, Information Technology

Bachelor Of Science - Bs, Business Administration And Management, General