Jeff Miller Email & Phone Number

Raleigh-Durham, North Carolina Area

Led Cross Organizational (PMO, Operations, Application Development) Project Team to improve the IT Resource & Project Management functions, enabled by the implementation of the CA Clarity PPM Application.Completed successful soft launch and the go-live as scheduled.Drove development and delivering of training to 700+ Project Managers and Resource Managers through over 60 sessions (on-site, remote) to support go-live objectives and knowledge transfer.Led Lunch and Learns and open labs to support Organizational Change Management (OCM) and drive overall adoption of process changes supported by new application (CA PPM or Clarity).Built workflows, developed, documented and implemented process improvements to support enterprise priorities. This involved working with diverse group (incl. Project Management Office, Application Development and Infrastructure/Operations leaders).Led process focused work to improve quality of data, structure of information and other processes Facilitated vendor (CA) onsite activity to support implementation and then business as usual needs (troubleshooting, bug fixes, escalations, enhancements) Lead Governance working group (monthly) to assess and prioritize requests for change to PPM application and supporting processes. Work closely with technical team to fully understand options and impact back on functional requirements and develop/demo/deliver solutions.Provide ongoing functional and technical support to diverse base of users via one-on-one sessions to monthly training sessions.Support emerging requirements by collaborating with stakeholders and technical team to develop and improve solutions based on business needs.Provided day-to-day maintenance of system. Including patch updates, upgrades, bug fixes. Also work with organization to understand needs and explore application capabilities.

Durham, Nc

Program Manager at BCBSNC leading second phase of the Service Transition Program. Projects included ITILv3 process & tool implementations (Change & Release, Asset & Configuration Management).Connected Fujitsu (Infrastructure) resources with BCBSNC Enterprise Architects to facilitate alignment of CMDB with Application Portfolio Management tool. This alignment supported BCBSNC strategic direction for service improvements.Quickly established relationships with SMEs, and developed understanding of stakeholder processes and expectations in order effectively develop a plan, milestones, provide status updates and drive program/projects to completion based on agreed to plan.Supported cross functional team efforts to document Demand Management process (intake, engagement, approval) including understanding current state and developing future state. Developed and improved Emergency Change Management process to integrate the Major Incident Management function hand-offs between BCBSNC and Fujitsu. Included documenting the process flow, narrative and work instruction.

Raleigh-Durham, North Carolina Area

Directed a talented unit of 18+ IT Analysts handling 24x7x365 operational support for 250 applications. Applications supported several lines of business (Generation, Transmission and Energy Trading) and consisted of multiple platforms and technologies. Developed and managed Service Level Agreements (SLAs). Established key reporting metrics. Incidents and Requests were tracked in an ITSM tool (Service-Now) following standard ITIL based methodology. Over 2 year period, team resolved 97+% of assigned Incidents, exceeding the SLA target goal of 94% (and this during time of significant attrition due to the Duke / Progress Energy Merger).Handled all phases of employee management including hiring, firing, coaching, setting goals, development and training plans. Held regular one on one sessions to set priorities, share information, and provide performance reviews. Recommended and approved salary changes and promotions.Proactively established and fostered successful, mutually beneficial relationships with vendor personnel, including the account executive. Drove vendor engagement through both formal and informal interactions. Tracked team and vendor activity, per application to ensure needs were met and issues were addressed. Managed +$2M unit budget per financial standards/guidelines, including planning and forecasting for employee & outside labor, vendor contracts, travel and controlling O&M vs. Capital spend to keep in alignment with business demands and operating budget. Met all forecasts and Unit contributed to Department meeting goals.Helped coordinate materials and represented IT at the monthly Technology Review Group (TRG) (aka Steering Committee) meetings with the key stakeholders to discuss the status of both current and new development projects.Accountable for adhering to GCCs in support of SOX requirements. Represented team during internal/external audits and completed quarterly self-assessments to demonstrate compliance.

Led 50+ formal problem investigations and root cause analysis (RCA) efforts leveraging ITIL as core process framework to drive out root and contributing causes. Developed solutions to complex technical issues to improve performance, availability or reliability of services.Scope of problems crossed functional areas, business lines, geographies and technologies and vendors.Performed data mining of various sources of data (system configurations and logs, Incident/Change records) to correlate and identify potential opportunities for improvement. Was able to proactively identify and drive action to prevent recurrence. Captured and applied lessons learned. Developed and implemented an improved Problem Management process. Improvements included consolidating from two forms in Remedy to a single form; integration with CMDB, Incident, Change and Knowledge Base all in Service-now's SaaS tool and mentoring others on how to troubleshoot problems.Documented the problem management process. Provided training, maintained the documentation and contact information for problem management team on a SharePoint site.Maintained effective 2-way interaction and engagement with both IT and Business Leadership at multiple levels including individual contributors, managers, directors and CIO to maintain awareness of ongoing problem investigations, major incidents, workarounds and actions to prevent recurrence or minimize impact to service.

Provided direction to site based infrastructure staff supporing Voice and Data network services, Windows & Linux servers, desktop and all supporting functions for a Global client of 15,000+ users. Accountable for $5M+ P&L for contract revenue covering site based operations staff as well as both US and UK based project support including annual outlook, expense management, revenue recognition, contract review/compliance and issuing any SLA credits.Implemented ITIL based Incident, Problem & Change Management processes & tool (Remedy).Developed and implemented a standard Root Cause Analysis process. Facilitated daily Incident review meetings. In PMO role, directed team of 6 PMs and provided project management process leadership and direction to entire global account team (175+ associates). Provided oversight for both in scope contractual services and add-on project work (billable).Developed and managed project schedules and reports to include details to track status, dashboards for senior/executive leadership and communicate to stakeholders per communication plan. Chaired a monthly review meeting and followed-up on issue resolution.Managed many successful projects with global, cross functional resources including: Novell to NT migration, McAfee ePO implementation, Active Directory implementation, SMS implementation, Windows\Office XP desktop standardization and VPN standardization. Managed team responsible for all aspects of local computer facility, including HVAC and back-up power for infrastructure (voice and data) supporting applications running a supporting a call center handling clinical trials.Ensured team understood and adhered to documented standard operating procedures (SOPs) and work instructions (WI) for both equipment qualifications - IQ, OQ and PQs. Team complied with all 21 CFR Part 11 and HIPAA regulatory requirements in order to protect personal health information (PHI).

Wake Forest, Nc

Wake Forest, Nc

Princeton, Nj