Wolf Smith-Butz Email & Phone Number

Virtual

Virtual

Global Transition Manager – ReportingLed global team responsible for structuring Service Delivery and Infrastructure contractual SLA and KPI reporting during Service Delivery Transition engagements.* Created and deployed quality implementation framework utilizing project management principles, artifacts and IT best practices.* Ported data from Unisys or client ITSM tool to data warehouse, applied filters and logic, producing reports reflecting Service Desk response metrics, problem resolution, incident management closure rate, change management, and asset / configuration management.* Coordinated end to end process and technology integration for IT Service Management toolset deployment and reporting dependencies that enhanced workflow, reduced escalations, and facilitated communications between dependent groups.* Trained resources and guided quality control to adhere to established processes, maintaining confidence as a trusted source by internal stakeholders and management.* Mentored individual team members, developing to their fullest potential through 1:1 discussions, monitoring project execution and providing guidance to strengthen skills. Annual reviews showed all team members performed well above median ratings.

IT Program ManagerManaged IT implementation projects with durations from 3 – 18 months with budgets up to $25M within total contract values from $1M to $25B.* Global, cross specialization project team management for government, manufacturing, telecommunications, and finance sector clients as well as internal corporate special projects.* Primary client communication point for escalation, issue resolution, scope changes, managing prioritization, expectations and governance reporting.* Provide leadership and act as advisor to program team regarding projects, tasks, and operations; communicate objectives and expectations.* Deployed ITIL v3 standards, practices and procedures within Service Operations (Change Mgt, Event Mgt, Incident Mgt, IT Service Continuity, Problem Mgt, Asset & Config, and Transition Planning and Support).* Ensured adherence to master plans and schedules, completing program delivery within planned timeframe.* Proactively identified program risks and mitigations, keeping program on schedule and operating fluidly.Transition Assignments:AT&T Network:* Completed large-scale, groundbreaking workstream for WITO phase of major strategic corporate alliance, transitioning 1250+ resources across 53 countries.* Project Facilitation – Developed and implemented processes, effectively executing and managing transition while maintaining all aspects of service continuity, obligations, and transfer of capabilities. * * * * * Served as UBS client transition relationship manager, managing resource attributes, assets, and privileges for transitioning staff in all countries.Cobham: Deployment lead for ITIL compliant Service Mgt processes and Remedy configuration.Motorola: Program Mgr for Business unit divestiture to Nokia Siemens Networks (4 projects, $5M).Zurich Financial Services: Program Mgr for process / tools implementation (10 projects / $11.25M).Raytheon: Configuration Mgt process deployment lead, support for Knowledge Transfer.

• Global alignment of DR processes and templates, data center crisis management plans, corporate pandemic planning, special assignments, account support.• Team lead for North America, EMEA, AUS, APAC and India global alignment and updating of BIA process and tools.• Disaster Recovery Planning and Strategy for commercial and government accounts.• Team lead for creation and standardization of Crisis Management plans across all data centers with emphasis on Corporate Communication, Facilities, Vendor Management and Product Line support, Executive Crisis Notification.• Team lead and author of global corporate Pandemic Plan with emphasis on HR, Facilities, Corporate Communications, Security and engagement with relevant corporate departments.

Cross Functional Process Deployment LeadOversaw project teams and deployment of core ITIL Service Management processes: service request, problem management, major incident management, daily service delivery review, desktop move / change / installs, notification and escalation, root cause analysis, and asset management.Subject matter areas of expertise: Service Management and Process Integration Lead. Business process architecture design and implementation for new IT outsourcing engagements.ITIL process implementation on large and multibillion-dollar accounts: Pratt & Whitney, United Technologies (Otis Elevator, Carrier, Hamilton-Sundstrand, UTC Research), Nortel, National Security Agency (NSA), Motorola.Medium / Small accounts: JP Morgan, New York; CSC Internal Corporate; Saturn; General Dynamics; Children’s Hospital Los Angeles; St. Vincent’s Hospital New York; DuPont Pharmaceuticals; BAE Systems; County of San Diego; Equiva, Houston, and Basell, DE.* Set standard for IT service delivery as contributor and reviewer for Operational Excellence; definitive guideline for infrastructure Service Delivery processes and procedures during service transitions and ongoing steady state operations.* Developed and institutionalized ITIL compliant process for clients to request additional services from CSC across all new accounts

Business Process ArchitectDesigned and implemented processes for new IT outsourcing engagements, specifically applications environments. Transition leadership and process expertise for case management, event management, notification & escalation, application management service delivery, process integration methodologies, integration with 3rd-party vendors, and offshore service providers.* Medium / Small transitions: Thomson Consumer Electronics – global IT engagement. Hewlett Packard, multiple phased outsourcing engagements, North America.* Multibillion-dollar transitions: TXU (Texas Utility), BPO IT outsourcing engagement.

Masters, Intelligence Studies

GPA 4.0, consistently on Dean's Honor Role. Industrial Espionage, Competitive Intelligence, Intel collection, analysis & dissemination.

Ba, Economics, Business Administration

Major in Economics with minor in Business Administration studies.

Education record