Paul Burns Email & Phone Number

Suwanee, GA, US

Georgia, United States

• Supported IT business processes for delivery of services to 300,000+ employees and physicians, as well as 12.5 million members, by applying expertise in Lean Six Sigma, Organizational Change Management,ITSM, ITIL, and.
• Applied Lean Six Sigma techniques to drive continual improvement of ITSM practices.
• Achieved a 58% reduction in server build defect rate with a 45% improvement in Rolled Throughput Yield.
• Over $2M in project cost reductions by improving end-to-end workflows to facilitate the delivery of Infrastructure as a Service (IaaS).
• Improved on-time delivery of IT infrastructure from 50% to 97% and reduced IT service variability.
• Reduced Change Induced Incidents by 33%.Developed, maintained, and audited enterprise-wide ITSM practices and policies, including Incident Problem, Change, Service Request, Configuration, Knowledge, and Service Level.

Greater Atlanta Area

• Direct report to the Vice President of the Infrastructure Management Group. Led a team of process professionals, including Lean Six Sigma Master Black Belts, Black Belts, Green Belts, and experts in ITSM, ITIL, and.
• Achieved a 58% reduction in server build defect rate with a 45% improvement in Rolled Throughput Yield.
• Over $2M in project cost reductions by improving end-to-end workflows to facilitate the delivery of Infrastructure as a Service (IaaS).
• Improved on-time delivery of IT infrastructure from 50% to 97% and reduced IT service variability.
• Reduced Change Induced Incidents by 33%.
• Completed audit corrective action plans for change management operations and managed monthly SOX audits.

Greater Atlanta Area

• Business Relationship Manager June 2008 – June 2011Dotted-line report to the Regional Business Information Office Vice President. Developed and maintained business relationships with the clients of the Infrastructure.
• Partnered with Georgia regional IT leadership in developing business cases for IT solutions.
• Managed service delivery escalations between the Infrastructure Management Group, vendors, and Regional IT.
• Achieved $650K in annual savings by developing a regional infrastructure review process.

Cleveland/Akron, Ohio Area

Successfully launched a joint venture between IT and Corporate Procurement to gain control over $100M in IT contract labor spend by developing a central staffing office.Accomplishments:- Enabled and managed global resources by implementing processes and procedures to incorporate into the software development lifecycle (SDLC).- Created joint infrastructure.

Cleveland/Akron, Ohio Area

Ensured the performance and availability of National City Bank’s Online Banking Product. Accomplishments:- Improved system health, capacity, and performance by creating measurement systems to monitor key metrics. - Quickly resolved incidents during system outages as the Major Incident Manager and led the support team through the DMAIC process to identify.

Cincinnati Area, OH

Recruited and lead a geographically dispersed team of Service Delivery Managers to oversee client relationships for all hosting customers within the Central United States. Accomplishments:- Created a consistent nationwide support model in collaboration with nationwide peers.- Transformed a reactive service organization into a world-class, customer-focused.

Blue Ash, OH

Negotiated and determined the scope and profitability of consulting engagements while ensuring multiple concurrent projects remained on schedule, properly staffed, and within budget and scope as program manager.

Southfield, MI

Provided project management, disaster recovery, Tivoli Storage Manager, MS Windows, and Unix operations support for Sprint customers.

Bamberg, Germany; Fort Hood, TX; Persian Gulf

Bachelor Of Science, Business Administration

Associate'S Degree, Computer Electronics