Jerry Byers, Pmp Email & Phone Number

United States

Dynamic and strategic business professional with extensive experience in business and strategic planning and support. Adept at governing and managing vertical and horizontal relationships to optimize business effectiveness and efficiencies. Proven track record in aligning services and functions to achieve organizational goals and drive continual improvement. Exceptional ability to navigate complex business environments, ensuring seamless integration and execution of business strategies and goals. Renowned for fostering collaborative relationships and maintaining a focus on governance and efficiency.

Vienna, Va

Responsible for developing and maturing ISD’s service strategy practice. Core member of the service governance team to evaluate, direct and monitor the service portfolio and to prioritize service improvement initiatives in a service-centric IT environment. Define business relevant KPIs to measure the success of strategies, as well as, making sure that all documentation is kept current for all IT services. Define and promote IT service management strategies to support the current and future business needs delivering speed, reliability, consistency, metrics and continual improvement.

Vienna, Va

Responsible for ensuring that the appropriate IT services are in place to satisfy planned business needs and that those services are economically viable and effectively used. Responsible for all SLM activities, to include: manage the service portfolio and service catalog, negotiate and manage Service Level Agreements, ensure customer satisfaction with agreed upon IT services, ensure effective and efficient delivery of request fulfillment, and provide timely and accurate service reporting.

Vienna, Va

Serves as point of contact for all ITIL Service Transition process activities and coordination of change and release functions within ISD. Responsible for defining and maintaining process architecture, coordinating changes with process owners, ensuring that all processes integrate in a seamless and synergic way, and provide for continuous improvement. To ensure Change, Release, Configuration, and IT Asset process areas meet Navy Federal’s needs to manage change smoothly and efficiently while minimizing risk.

Serves as member of HDI Board of Directors. Responsible for directing and conducting the activities and business affairs of the Local Chapter for HDI. Maintains website for the Local Chapter. Works with Vendor Liaison and VP of Programs to present information at expos and conferences.

Responsible for architecting, developing, documenting, and communicating ITSM solutions based on best practices (ITIL, ISO 20000, CMMI). Work with large and complex agency to define and enhance their change, release and configuration processes. Conduct IT assessments and develop strategic roadmaps for customers.

Solutions Manager (2008-2010)Served as solutions manager and technical lead for GSA USA Contact task orders. Integral member of multiple proposal teams for Federal and DoD RFPs; developed technical solutions for all contact center and IT service desk proposals. Worked with QA and served as internal auditor; implemented ITIL-compliant processes for service desk, conducted document reviews, and performed internal audits for process compliance and continual improvement.Program Manager (2006-2010)Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives; oversaw multiple help desks for EAGLE/Starlight contracts, CMS, and Unisys. Built credibility, established rapport, and maintained communication with internal and external stakeholders. Coached, mentored and lead personnel within technical team environments. Presented periodic dashboard reports on current programs, future opportunities, and client issues.Technical Trainer (2006-2007)Brought on as a consultant to develop and present multi-level classroom courses on portal solution to 1,500 HHS CMS employees and end users with varying levels of knowledge, skills, and abilities. Developed technical/troubleshooting manuals, training materials, and user guides; maintained documentation on intranet. Acted as liaison between managers, system vendors, and other instructors to determine training needs. Worked with department heads to schedule and customize training sessions at multiple offices throughout country.

Reported directly to President as a member of the management team and senior staff to define communications, promote the organization, and support its IT services. Managed support services, VoIP, and VTC systems for multiple offices. Directed and executed all writing, editing, and publishing of marketing materials; media relations; and developing content for company’s websites. Managed various commercial and internal job boards.

Director of Technical Services (2005-2006)Recruited by President to lead creation of technical services; served as Chief Technology Officer. Provided strategic, operational, and technical leadership for this Defense-focused e-Business IT consulting company. Managed six sub-capabilities: Process Management/QA, Application Hosting & Support, Systems Integration, Product Development, IT Support Services, and Partner Management. Full P&L responsibility and management of technical team members; developed and managed a $1M IT budget.Project Manager (2004-2006)Responsible for the management of multiple commercial and DoD accounts. Managed development of Integrated Digital Environment using web-based applications. Managed project scope, requirements, system design, testing, data migration, training, customer acceptance, and finances.

Managed all electronic communications to members/constituencies; published multiple electronic newsletters, mailings, and broadcasts; managed and marketed multiple websites. As senior technical advisor for IT operations, managed helpdesk consultants. Developed and managed IT budget. Managed communications policies and procedures.

Reported directly to CFO to manage all IT operations. Member of executive staff; responsible for setting the overall IT strategy. Managed multi-site help desks for both internal and external customers. Managed $1M IT budget; full P&L responsibility. Led multiple upgrades for multi-office, multi-state association; upgraded LAN, WAN, and datacenter.

Test & Evaluation Analyst (C4I), Air Operations Officer, Flight Instructor (Helicopter), Standardization Instructor, HITU Instructor, Safety Officer, Operations Officer, Anti-Submarine Warfare Officer, Training Officer, and Aircraft Line Division Officer. Twenty years of significant, progressive experience in military operations and visionary leadership. Extensive personnel, financial, material, and computer management.

Mas, Operations & Safety

Bsnes, Nuclear Physics