Robert Nickerson Email & Phone Number

Atlanta, Ga, Us

Atlanta Metropolitan Area

Perform IT Service Delivery Management, Global Major Incident Management, and Vendor Management.

Westminster, Colorado, United States

Recruited to lead and manage teams directly aligned with IT Data Services (Databases, Enterprise Data Protection, & Elastic Stack Services) to ensure the effective and efficient delivery of IT services.• Managed high performance teams directly aligned with Maxar IT Data Services (Databases, Enterprise Data Protection, & Elastic Stack Services) to ensure the effective and efficient delivery of IT services.• Collaborated with IT teams / stakeholders to design cost-effective services, defining SLAs and service catalogs.• Acted as Jira Align “Product Owner” & “Scrum Master”, for the Data Services team, responsible for all ceremonies and iteration management activities.• Ensured day-to-day operation of IT services aligned with SLAs, monitoring performance, and managing incidents.• Continuously monitored and improved the quality and efficiency of IT services.• Managed relationships with external suppliers and vendors to ensure service delivery as per agreements.• Identified and managed risks associated with IT service delivery, including compliance and security risks.• Provided stakeholders with regular reports/updates on the performance and status of IT services.• Led the design and implementation of IT services, creating service definitions, models, catalogs, and policies.• Orchestrated organizational round tables and Communities of Practice to drive collaboration and innovation.• Represented the organization in external customer engagements, ensuring alignment with organizational goals.• Managed internal and external roadmaps, overseeing the update, review, acceptance, approval, and communication processes. Played a pivotal role in change and release management.

Lakewood, Colorado, United States

Performed Vendor Management, Release Management, Change Control, Incident Management, Security Vulnerability Remediation and Infrastructure Support activities relating to the Global IT Air & Ocean Applications.• Oversaw various Air & Ocean applications, leading support team members.• Conducted upgrades & patches to Microsoft Windows-based applications and operating systems.• Led Release Management activities, coordinating roadmap planning, change management, and application test.• Orchestrated Service Management activities, including architectural reviews and environment upgrades.• Coordinated the effort to migrate the locally host Windows-based applications to AWS Cloud and Microsoft Azure.• Oversaw Incident Management (Service Now), defining processes, owning root cause analysis (RCA), and leading problem investigation and remediation efforts.• Orchestrated Service Management activities, including architectural reviews, environment upgrades, software version maintenance, vendor remote access, roles and responsibilities (RACI), network analysis, server resource management, and future planning and development.• Aligned closely with Service Desk leads, for process improvements and to achieve service level agreements.• Conducted internal and third-party service review meetings, focusing on performance, security, service improvements, quality, and process enhancements.• Played a key role in security vulnerability remediation efforts related to Air & Ocean applications, ensuring data protection and compliance.

Greater Denver Area

IT Governance & Service Delivery Manager (Denver, CO) Managed Nokia IBM Mainframe Systems (Germany), including project oversight and cost reduction initiatives. Governed Mainframe Service Management to ensure vendor adherence to contractual obligations. Led the effort to assess the global strategic data centers.• Supported the enhancement of the IT Infrastructure Services Portfolio.• Developed and implemented IT Service Management (ITSM) processes to decommission hardware assets hosting NSA applications.• Optimized Mainframe Systems by reducing logical partitions from 5 to 3, a 40% reduction, improving efficiency.• Played a pivotal role in eliminating Mainframe Software License penalties through strategic upgrades and decommissioning projects.• Successfully negotiated vendor management disputes, leading to positive business outcomes, $80K in cost savings, and improvements in service management.• Developed requirements for the assessment of global strategic data centers in the U.S., France, Germany, and India. Prioritized remediation projects, addressing power, cooling, humidity, fire safety, and physical access concerns.• Managed all North American Off-site Data Protection accounts, with Iron Mountain.• Supported HPSM & CMDB updates, processes, documentation, and training.

Naperville, Il

IT Data Center Operations Manager (Naperville, IL) Managed and oversaw business-critical Data Center infrastructure and assets responsible for hosting production enterprise applications, storage, and network systems, ensuring uninterrupted service delivery.• Developed ITSM policies and processes, enhancing physical security and ensuring minimal outages, building strong customer confidence.• Created guidelines and procedures for infrastructure maintenance, security, alert interpretation, and risk analysis, optimizing Data Center Team responses.• Managed vendor contracts and invoicing for redundant environmental assets, ensuring uninterrupted service and cost savings.• Maintained Virtual Data Center representation, facilitating space and resource planning.• Led migration from HP OpenView to HP Service Manager, producing process documentation and training for global teams.• Served as Account Manager for Off-Site Data Protection accounts, achieving $600K in cost savings over 3 years.• Conducted site assessments, identifying and prioritizing remediation requirements for critical sites.• Ensured accurate hardware asset management and licensing, eliminating discrepancies. • Provided Systems Administration support, addressing upgrades, configurations, security, and problem resolution.• Directed projects, consolidating critical computing systems to the Data Center and facilitating the 2015 Aurora Data Center Closure project.• Supported the transition of systems to Naperville, advancing local IT Operations and Real Estate/Building Management Teams through training and improved processes.

Aurora, Co

IT Data Center Operations Manager, (Aurora, CO) Fulfilled role as IT Data Center Site Manager, acted as Real Estate contact and coordinator for Data Center activities including installations, removals, expansions, and consolidations.• Maintained all hardware assets hosted in (100K SQ FT) raised floor space, including performing audits and facilitating vendor engagements, inventory records, and licensing, eliminating discrepancies and audit findings. • Managed non-employee workers on-site, and remote vendor representatives with site access, ensuring workers’ access was maintained and effectively resolving personnel issues. • Provided on-site Systems Administration support, performing upgrades, system configurations, and hardware / software problem resolution. • Directed projects, consolidating critical computing systems to Data Center and facilitating 2015 Aurora Data Center Closure project, acting as Project manager, including asset, change, and configuration activities. • Followed systems to Naperville (IL), continuing support, providing training, and establishing improved procedures after site closure, advancing local IT Operations, and Real Estate / Building Management Teams to provide effective support for migrated critical computing, storage, and networking systems via training and new processes.

Bachelor'S Degree, Economics

Activities and Societies: National Dean's List

Electrical And Electronics Engineering

Activities and Societies: Bell Labs Engineering Scholarship Program, for minorities & women.