Glenn Harmon Email & Phone Number

Home Or Wherever We Want To Go, Whenever We Want To

Melbourne, Florida Area

Developed the City of Melbourne 2015 IT Remediation Plan migrating Novell Directory Services to Active Directory, GroupWise Email to Microsoft Exchange Email, upgraded network, server, and storage infrastructure and fielded the virtual desktop infrastructure (VDI) services for about 850 employees. Led 17 employees. • VDI Implementation: saved over $600K in application license cost, simplified desktop support. • Service Desk Tool: Implemented RemedyForce Service Desk and Service Level Agreements for Incident Management, used metrics to improve customer satisfaction from 4.1 to 4.6 out of 5. • Improved Continuity of Operations: redundant network and virtual server architecture• Modernized Application Portfolio: migrated homegrown, unsupportable applications to commercial standards based solutions.

Director of Technical Infrastructure / Director of ITReorganized team and established the Global IT Service Desk, Global Collaboration, and Data Center Architecture. Improved network capacity and network security. Led IT process and service improvements. Led 20 people supporting 12,000 employees in 260 sites.* Service Desk Improvements: Created global IT service desk with defined goals, incident management process, and SLAs. Improved answer times from 420 to 60 seconds. Reduced call abandoned rate from 30% to 5.5%. * Global IT Service Desk Tool: Evaluated 6 service desk tools with cross-divisional team. Selected and implemented RemedyForce as single global service desk tool. Provided single contact to call/email for customer support with integrated metrics for better enterprise reporting and more responsive customer support.* Contract Negotiations: Negotiated contracts for $778,000 savings. Saved $514,000 annually through telecom contract negotiation with major carriers. Secured new co-location data center contracts saving $108,000 yearly. * Data Center Upgrade: Created $2.7M project, with 2 year payback and 246% 5yr ROIC.

Became acting Director, Communications Assurance after the director became the CISO. Led process and information technology (IT) service improvements for network, telephony and contact center services for this $6B global IT provider. Directed a $13.5M expense and $1.8M capital IT budget. Led 28 direct reports supporting 18,000 employees in 160 remote sites.* ISO 20000 Registration: Led ITIL process development initiative to earn ISO 20000 registration in 9 months, implemented 7 policies and 14 processes. Matured IT service management capabilities. 119 engineers were certified. Recognized with project management award.* MeetingPlace Collaboration: Led $660,000 upgrade to increase capacity from 1.9M minutes to 4M minutes, with 33K meetings/month, yielding a cost avoidance of $8.4M versus outsourced service, resulting in 2 month payback.* Telecommunications Services: Collaborated with Contracting to compete telecommunications services between major global telecommunications carriers. Saved over 23% across requested services, including WAN, telephony circuits, and long-distance and international calling. * Training and Development: Prioritized training, education, and certification needs. Developed and executed $225,000 IT training program, resulting in 168 new certifications for 192 employees, including 119 ITIL v3 Foundation certifications, 8 security, 7 mobility, 11 data center, 8 network and voice, 8 HDI, and 3 PMP certifications.

Promoted to new position, revolutionizing five critical IT technologies: Local Area Network (LAN) / Wide Area Network (WAN), telephony, contact centers, collaboration and carrier access with a $20.5M capital and expense IT budget. Oversaw 28 direct reports supporting 16,500 employees in 160+ sites.* Saved millions, converting company to VOIP. Implemented system at 56 sites; 100% delivered within budget, 94.6% delivered in time. Grew to support over 160 sites.* WAN Architecture: Transitioned WAN architecture from Frame Relay to MPLS. Lowered telephony and video teleconferencing costs by routing traffic over WAN versus more expensive voice circuits and increased application performance by applying quality of service (QOS) to business applications. * VoIP: Led original three-year Cisco VoIP $9.4M program to convert proprietary phone system at 56 sites. Saved $5M with conversion. Competitive procurement saved $1M in capex and $1M in opex. * MeetingPlace Collaboration: Standardized global collaboration. Converged 3 systems used across enterprise, resulting in eight month payback and usage growing to 1.9M monthly minutes. Annual cost avoidance of $3.9M.* Strategic Planning: Evaluated current and projected future call center requirements to procure enterprise version. Yielded $3.8M cost savings, supporting 19 call centers with more future capacity and savings.* Telecommunications Services: Collaborated with contracting to compete telecommunications services. Saved 23% across requested services, including WAN, telephony circuits, and long-distance and international calling.

Led desktop operations with 35 direct reports for 12,000 employees in 46 remote sites with an $8.7M IT budget. * Standard Client Project: Developed refresh plan for standard client project. Increased standardization from 59% to 97%, remaining 3% supported legacy exceptions. Improved performance and IT security posture. * Delivered customer satisfaction ratings of 4.8+ (5 best) and work order resolution scores of 96%+. * Reduced cost of ownership 5%/year.

Aftac, Patrick Afb

Provided IT services including communications, network, database, 30 NT servers, 115 Unix servers, workstation and helpdesk support, overseeing 70 staff for 880 employees and 30+ sites. Saved over $2M annually with award-winning data center.

Korean It Operations

Led organization with 6 operating locations and 420 personnel and more than $1.2B in equipment and facilities. Supported over 6,500 local and 4,000+ remote customers. Led major LAN/MAN build out; earned 5 “Excellent” operational ratings.

Pentagon, Washington, D.C.

Developed and obtained support for $205M budget for Base Level Software Modernization program and developed Air Force IT program direction to organizations.

Master Of Business Administration (Mba)

Bachelor'S Degree, Mathematics

Master'S Degree, Engineering/Industrial Management