Kurt Walden Email & Phone Number

Guilderland, New York, United States

Provide management and guidance of technical teams. squads in providing end-to-end mainframe technical support services for Global Services accounts. Maintain familiarity with support services for various business accounts with responsibility for external or internal projects. Facilitates and drives use of agile practices for teams / squads including optimization of workflows; identification and removal of bottlenecks impacting teams / squads performance. Serve as point of escalation for… Show more Provide management and guidance of technical teams. squads in providing end-to-end mainframe technical support services for Global Services accounts. Maintain familiarity with support services for various business accounts with responsibility for external or internal projects. Facilitates and drives use of agile practices for teams / squads including optimization of workflows; identification and removal of bottlenecks impacting teams / squads performance. Serve as point of escalation for technical team / squad members engged in identifying and resolving complex problems. Support people management activities such as career and learning guidance, performance assessments, etc. Show less

Albany, New York Metropolitan Area

Business Analyst currently supporting the State University of New York. Aligned to SUNY Online, working to assess, validate and document the processes, workflow and requirements of the project stakeholders in order to ensure a successful implementation. Meet and interact with representatives from the SUNY campuses, SUNY System Administration and all project participants to collaboratively consolidate, develop and document the process required to ensure a successful project outcome. Duties… Show more Business Analyst currently supporting the State University of New York. Aligned to SUNY Online, working to assess, validate and document the processes, workflow and requirements of the project stakeholders in order to ensure a successful implementation. Meet and interact with representatives from the SUNY campuses, SUNY System Administration and all project participants to collaboratively consolidate, develop and document the process required to ensure a successful project outcome. Duties include:• Elicit, analyze, and organize the projects functional requirements• Define and document overall project requirements• Create graphs, charts and design visualizations to facilitate appropriate communication for dissemination to stakeholders, facilitators and partners• Create Service Level Objectives and metrics; managing compliance• Develop and review governance standards• Manage requirements at the project level, ensuring the project implementation meets documented requirements• Assist with project plan development, management, monitoring, scope, acceptance, installation and monitoring• Contribute to the design and review of test cases and process change requests• Assist with budgeting and forecasting as needed• Manage internal and external project reporting Show less

Albany, New York Area

Business owner for service delivery at an Enterprise level within the NYS ITS Chief Operations Office. Develop, communicate and mature the various roles around Service Delivery:• Define and ensure execution of the Service Delivery Strategy across business segments to meet technology needs of NYS Client Agencies.• Coordinate service delivery by adhering to SLO metrics, escalating appropriately to avoid missed objectives.• Coordinate / teach problem solving techniques, ITS service… Show more Business owner for service delivery at an Enterprise level within the NYS ITS Chief Operations Office. Develop, communicate and mature the various roles around Service Delivery:• Define and ensure execution of the Service Delivery Strategy across business segments to meet technology needs of NYS Client Agencies.• Coordinate service delivery by adhering to SLO metrics, escalating appropriately to avoid missed objectives.• Coordinate / teach problem solving techniques, ITS service troubleshooting, and assist agencies in maintaining high levels of services from ITS..• Establish vision and mission to grow Service Delivery, driving ITIL maturity.• Provide governance oversight as it relates to adhering to NYS ITS standards and audit readiness within service delivery.• Drive performance improvement through a metrics-based approach. Results: Critical Severity Incidents reduced from 18 hours average time to restore to under 1.5 hours (92% reduction in down time), consistently below the 4-hour resolution target. Established change process and measurements of success, now tracking over 62,000 changes annually with an average of 98% success rate. Increased Knowledge usage by 20%. Reduced ticket reassignment counts from 6% to 3%. Show less

Albany, New York Area

Primary focal point and owner for service delivery activities on a large NYS IT government services contract. Develop and lead account support program objectives:• Implement Service Delivery Strategy across technologies including Network, Distributed systems, Mainframe, Database, and ITIL processes.• Develop enhanced internal communications in tracking and driving to resolution incidents.• Define service delivery client satisfaction plans and programs (defect elimination, cycle… Show more Primary focal point and owner for service delivery activities on a large NYS IT government services contract. Develop and lead account support program objectives:• Implement Service Delivery Strategy across technologies including Network, Distributed systems, Mainframe, Database, and ITIL processes.• Develop enhanced internal communications in tracking and driving to resolution incidents.• Define service delivery client satisfaction plans and programs (defect elimination, cycle time reduction, incremental improvements).• Identify, develop and deliver internal Service Level Agreements based on account requirements.• Ensure incident, problem and change processes were executed effectively while providing input and recommendations on continuous improvement.• Created and executed Crisis Management program including scope, role definitions and responsibilities for support and delivery teams. Show less

Albany, New York Area

Manage a portfolio of services surrounding Data Center and Middleware Services for Global Technology Services (GTS) supporting multiple commercial accounts including Fortune 500 companies. Develop strategy for future offerings surrounding Cloud. Efforts include:• Support multiple commercial accounts including Fortune 500 companies.• Lead consolidation and optimization of 150 IBM service offerings utilizing business process reengineering, resulting in a streamlined IBM business… Show more Manage a portfolio of services surrounding Data Center and Middleware Services for Global Technology Services (GTS) supporting multiple commercial accounts including Fortune 500 companies. Develop strategy for future offerings surrounding Cloud. Efforts include:• Support multiple commercial accounts including Fortune 500 companies.• Lead consolidation and optimization of 150 IBM service offerings utilizing business process reengineering, resulting in a streamlined IBM business service catalog and improving the IBM customer experience.• Support IBM's Cloud Leadership by delivering & enabling Cloud offerings as appropriate and enabling the migration from legacy managed platforms to the IBM Cloud platforms.• Support and contribute to achieving revenue, profit, signings, and market share objectives for GTS.• Support & contribute to revenue & profit objectives for the Data Center Services service line across all channels. • Achieve/maintain brand recognition (market, industry, thought, and innovation leadership) in select Service Areas and offering categories. Metric of success: Analyst rankings and reviews, number of impactful press releases, visible client demand in focus markets.• Collaborate with other Service Lines and IBM Brands to create a higher value offering and value proposition on the market, and support/facilitate sales enablement.• Launch and enable new or enhanced services built around IBM WebSphere MQ that will complement and enrich the value proposition of the IBM service portfolio, including selected cross brand plays and/or industries. Show less

Responsible for providing direction to a global delivery organization of 35 technology professionals in developing and implementing solution deliverables for clients in response to varying business requirements under SLA. Efforts include:• Responsible for annual budget of $29M.• Establish Delivery Strategy, Goals, Savings and Productivity Targets.• Manage development and delivery budgets.• Developed architecture and technology deliverables of strategic applications and… Show more Responsible for providing direction to a global delivery organization of 35 technology professionals in developing and implementing solution deliverables for clients in response to varying business requirements under SLA. Efforts include:• Responsible for annual budget of $29M.• Establish Delivery Strategy, Goals, Savings and Productivity Targets.• Manage development and delivery budgets.• Developed architecture and technology deliverables of strategic applications and delivery of integrated systems to external customers across industries including Retail, Healthcare, Financial, and Government.• Track and present Executive Oversight Reviews at a global level.• Implement Program Measurements and actions that improve cost controls and quality that result in adding value to our clients.• Embrace, support and execute LEAN productivity and quality improvement initiatives.• Proactively manage resource targets at a global level.• Create and drive Standard Operating Procedures for new technologies being integrated into the Service Offerings.• Assist in the integration of custom applications into Cloud Computing and Virtual Hosting initiatives.• Define, track and report at an Executive level an accelerated project delivering over $25 million in productivity savings to the corporation over a 15-month period. Show less

Lead a global team consisting of 30+ Information Systems professionals responsible for software development and delivery of a patented technology for Performance & Capacity Measurement of Distributed and Mainframe systems. Efforts include:• Define Delivery Strategy, Department Goals and Vision• Oversight of Production 24/7 Support Team.• Define Service Level Objectives, ensure they are being met / exceeded via defined Measurements.• Manage over a $10 million dollar budget with… Show more Lead a global team consisting of 30+ Information Systems professionals responsible for software development and delivery of a patented technology for Performance & Capacity Measurement of Distributed and Mainframe systems. Efforts include:• Define Delivery Strategy, Department Goals and Vision• Oversight of Production 24/7 Support Team.• Define Service Level Objectives, ensure they are being met / exceeded via defined Measurements.• Manage over a $10 million dollar budget with 8% annual growth while achieving 10% annual cost reductions.• Development follows the Agile Methodology and utilizes Service Oriented Architecture and Web 2.0 technologies• Manage numerous Documents of Understanding with other internal Service Providers for Quality Assurance Testing, Documentation, Audit• Negotiate with external Service Providers for additional Human Resources. Show less

Direct an organization of 40 Information Systems professionals responsible for ensuring service delivery contractual obligations is met. Perform assignments that result in original ideas and concepts that lead to new practices, procedures, and processes. Decisions significantly influence client's plans, schedules, satisfaction, and cost of a project. • Met 100% of all new service delivery targets which involved integration of disparate technologies by developing strategic tools. These tools… Show more Direct an organization of 40 Information Systems professionals responsible for ensuring service delivery contractual obligations is met. Perform assignments that result in original ideas and concepts that lead to new practices, procedures, and processes. Decisions significantly influence client's plans, schedules, satisfaction, and cost of a project. • Met 100% of all new service delivery targets which involved integration of disparate technologies by developing strategic tools. These tools became new offerings to future accounts, resulting in an increase of over $3 million in yearly profit. • Built team relationships across delivery units to close skill gaps and expand resource pool resulting in meeting aggressive delivery targets with current staffing levels.• Coordinated a team across the US to resolve a complex information systems security issue in response to an Executive directive. This resulted in the creation and adoption of standards and processes saving the company over $5 million in missed service level attainments. • Identified opportunity to realign teams within the organization to more quickly respond to business needs and consolidate common functions. • Redefined the role of Application Support within the organization from a conduit of information to a provider of creative solutions, and streamlined the processes to improve efficiency. The resulting explicit accountability led to quicker and more accurate solutions and increased customer satisfaction. Show less

Ibm

Key interface between technology and business areas ensuring that business needs from a resource and cost perspective were met. Ensured procedural and quality compliance as defined by the International Organization for Standardization (ISO). Negotiated Service Level Agreements, defined Roles & Responsibilities, and measured Customer Satisfaction.• Developed a sizing tool to identify staffing requirements for all engagements which resulted in a 50% improvement in sizing estimates, and… Show more Key interface between technology and business areas ensuring that business needs from a resource and cost perspective were met. Ensured procedural and quality compliance as defined by the International Organization for Standardization (ISO). Negotiated Service Level Agreements, defined Roles & Responsibilities, and measured Customer Satisfaction.• Developed a sizing tool to identify staffing requirements for all engagements which resulted in a 50% improvement in sizing estimates, and ability to apply productivity improvements to the model to show an 18% improvement annually.• Co-developed the first global support team for a strategic technology discipline, providing one-stop shopping to Customers and improved management of technology resources. This effort was used as a template for future global service line offerings.• Business Lead for a company-wide support team consisting of 59 technical professionals reporting to 3 different organizations. Merged all business processes for the various organizations together to form common business standards. • Project Manager for the development and implementation of a Productivity Measurements Tool used to set targets for productivity improvements across IBM US. Show less

Aas, Computer Science

Mba, Business Administration

Bsb/Is, Information Systems