Lee Mount Email & Phone Number

Focal point for Qwest account executives and clients for all Global Delivery Framework (GDF) sectors that support the Qwest account. Built roster document to identify personnel resources affected by each GDF activity. Work with executives to identify personnel on the GDF Roster who own key account skills and significant client heritage knowledge. Identify potential client issues based on makeup of the GDF roster. Ensure that any key skills lost in GDF activities are replaced within the new GDF personnel pool. Ensure that all on-boarded personnel are presented with a training plan that will appropriately train them on all technical skills, unique client processes, and tools before they work on client production issues. For Global Resourcing (GR) activities I work with IBM personnel from India, Argentina, and Brazil to present global work options to the Qwest account

Managed team of IT professionsal who monitored and managed system outage recovery on all of the servers (4,000+), mainframe images (100+), and IT network components (10,000+) for the Qwest Corporation.- over 47,000 trouble phone calls managed per year- over 1,700 Sev1/Sev2/Sev3 incidences managed per year- over 110,000 Tivoli alarms managed per year- over 4,500 mainframe and midrange implementation requests managed per yearOnly two incidences of outages caused by my group during the 5 years that I was at the helm. Performed skill analysis of team and managed cross training plan to add critical skills to entire team and fill skill gaps. Maintained SLAs/SLOs, and client satisfaction despite IBM resource actions which reduce my staff by almost 30% (33 to 21). Also reduced illness time by appx 14% per year. Implemented a disaster recovery plan for group which included an offsite recovery area that is available 7x24. Managed support of all desktop systems and workplace infrastructure for my team.

Designed, implemented, and managed a Relationship Team to improve relations between the operations staff and it's suppliers, clients, and vendors. Managed the development of a comprehensive process package for the operations support team which is still in use today. Had IBM review our support processes and they were found to be best in class. Spent final few months managing the operations support group.

Performed applications support for 2 years. Data Base Analyst for 2 years. Managed software support group team for 3 years. Managed systems automation group for 2 years. Managed the operations support team for 4 years. Spent the next 2 years on team that designed and implemented single location in Denver for operations support of entire IT enterprise which eliminated operations support sites/staff in Albuquerque, Omaha, Seattle, Tempe, Minneapolis, and Salt Lake City. Project Manager for automations tools implementation (HP Openview) for 1 year. Managed Hewlett Packard Openview Event Management Development team for 1 year.

Team lead for computer operations staff supporting IBM mainframe systems. Developed and maintained productions scheduling processes.

Provide support for IBM mainframe systems, developed operations processes, provided coding support for programmers during off hours.