Ball State University

Senior Manager with Capgemini Government Solutions

Greenwood, Indiana

I am currently managing the integration of both outsourced IT and Shop Floor Support Services for first-tier service providers at a North American aerospace company, including service management,security operations, service desk, midrange compute infrastructure, networking, application support, SAP, Manufacturing Services and end-user support.

Capgemini

Senior Manager/Service Integration Manager

Worked with various consulting and managed service companies on a short term basis such as Fusion Alliance, SmartIT, and Bell Techlogix.

Various Clients`

Senior Consultant and Advisor

Senior Advisor (Enterprise Solutions)▪	Helped develop the Global Organizational Change Management Strategy for VISA to implement both a complete re write of their ITSM processes and implementation of the ServiceNow ITSM tool.▪	Worked to revise and correct the Incident and Problem Management for VISAs Global IT structure.▪	Worked to develop the ServiceNow implementation at Grainger▪	Transition Management consulting to bring on shore the Tier 0 and Tier 1 Service Desk to the Jacksonville FL facility▪	Consultation on the ServicePortal branding for the Grainger IT.

Cask, LLC

Senior Advisor

Practice Architect (Application Managed Outsourcing Practice)▪	Presenter at the first TEKsystems Global Services (TGS) International Conference 2014o	Issues and Challenges around an outsourced solution.▪	Lead Architect role providing solution creation, organizational design, and pre-sales support for approx. 6.4 million dollars in new IT outsourcing business for 2016▪	Provide oversight, governance, performance metrics (KPIs and SLAs), Organizational Change Management (OCM), and ITIL Best Practices for Application Managed Outsourcing (AMO) engagements.▪	Developing “Metrics as a Service” using a global approach for the entire TGS Delivery Organization allowing for creation of Key Performance Indicators (KPIs) out of customer ServiceNow, BMC Remedy, and other IT operations / ticketing systems.▪	Lead Architect role providing solution creation, process design, and support for approx. 2.7 million dollars in new AMO business and 1.9 million dollars in renewal business for 2014.▪	Provide performance analytics for the Global Service Delivery Model capabilities and offerings to senior management.▪	Focus on IT Governance on determining Key Performance Indicators (KPI’s) for use in improving both existing Delivery Engagements and future TGS opportunities.

TEKsystems, Global Services

Practice Architect

Practice Manager (Application Managed Outsourcing Practice)▪	Lead internal and customer project teams through organizational change management, knowledge management/transfer, and work process design efforts (ITIL based).▪	Held responsibility for Lead Team Assessment and Solution Consultations.▪	Provided sales support for both global outsourced engagements and more traditional project based engagements▪	Provided ITIL and OCM best practice and performance metrics support to “At Risk” engagements to turn them around.

Practice Manager

Project Manager (Cummins, Inc.)▪	Managed various highly visible IT infrastructure projects that were key to the CIOs strategic IT initiatives.▪	Responsible for large global IT Projects to includeo	OBIEE 11g Infrastructure Upgradeo	Desktop Virtualization pilot programo	Cummins Data Center Personnel Disaster Plan Initiativeso	Maintenance Release for Cummins Data Centerso	Business Continuity and Disaster Protocols for Cummins Data Center Infrastructure

KRG Technologies

Project Manager

- Project Manager of a staff of 4 technical professionals implementing 23 separate IT infrastructure upgrades to maintain FISMA compliance. ▪	Conducted first Risk Assessment and Disaster Recover evaluation for the IT department.▪	Helped bring both ITIL best practices and Agile Project Management philosophy to the overall organization.▪	Managed delivery of key Financial Software implementation on time and under budget. Demonstrating both accurate estimating capability as well as an ability to implement and manage personnel time and results.▪	Recommended solutions and influenced decisions regarding systems software and hardware acquisitions and architecture needed to accomplish business objectives compliance with HIPPA, HITECH, and FISMA standards. ▪	Ran the program for designing, establishing, implementing, and administering incident management, change management, quality processes and policies using ITIL v3 best practices for the entire IT department sponsored by the CIO.▪	Coordinated complex technical processes with non-technical business personnel, through regular communication with customer management, executives, and key staff members both in and out of the IT department.Made a direct, positive impact on both Application and Technical Services project delivery demonstrated by better organization and team building, regular communication

Seven Corners Insurance Solutions

Incident Manager (Eli Lilly, Inc. Engagement)▪	Responsible for providing organizational and technical leadership to a culturally diverse onsite and near-shore IT service while overseeing service delivery aligned with ITIL processes and best practices for 328 separate applications and assets. ▪	Supervise a staff of 8 technical professionals between two countries and indirectly managed 16 technical professionals between two countries.▪	Achieved a 99.984% first time right score and dropped the overall price of a break-fix incident from $98.00/incident to $12.82/incident. ▪	Managed delivery of services to within 2% of the planned effort, demonstrating both accurate estimating capability as well as an ability to implement and manage personnel time and results.▪	Recommended solutions and influenced decisions regarding systems software and hardware acquisitions and architecture needed to accomplish business objectives within a 21CFR Part 11 regulated environment.▪	Designed, established, planned and administered incident management, change management, release management, problem management and quality policies and standard operating procedures for the project in alignment with program ISO 9001:2008 quality management plan.▪	Made a direct positive impact on systems stability demonstrated by fewer major system outages, decreased systems incidents, increased stability, improved system performance, and requests for additional services.▪	Improved service level compliance (SLA) from 58% (the level of service delivered by the incumbent outsourced provider) to 95% within four months of starting on the program.

TEKsystems

Incident Manager and Release PM (DIT-CoE)

Service Analytics Manager (Eli Lilly, Inc. Engagement)▪	Recommended solutions and influenced decisions regarding systems software and hardware acquisitions and architecture needed to accomplish business objectives.▪	Responsible for the supervision of 5 project analysts in 3 separate Projects who created reports that detailed project trends and provided data to assist in both tactical and strategic business decisions through Service Level Agreement (SLA) and KPI reporting.▪	Managed the generation of monthly, quarterly, and annual metrics presentations for 3 separate client programs.▪	Collaborated with business and IT management to implement a strategic business model, technology road map and overall improved systems architecture to support a globally diverse end user base.▪	Communicated regularly with business and IT management regarding overall project performance, quality and compliance.Project Analyst (Eli Lilly, Inc. Engagement)▪	Coordinated complex technical processes with non-technical business personnel through regular communication with customer management, executives, and key staff members. ▪	Generated monthly, quarterly and annual metrics presentations by gathering data from three database sources, including BMC Remedy, and background information from 12 managers for the Lilly Discovery Engagement.▪	Created reports that detailed project trends and provided data to assist in business decisions.

Service Analytics Manager

- Typically receives detailed instructions on project requirements.*Completes status reports on time, keeps manager informed of all activities and escalates issues to management. *Gathers and analyzes data*Analyzes and develops implementation plans based on managerial requests and data provided. *Creates presentations for management*Analyzes complex requirements and compares against available data to report on adherence to contract guidelines.*Writes and maintains simple in-house system utilities*Participates in projects*Uses and extends the internal tool sets*Demonstrates good customer service skills

Project Analyst

Warehouse Manager▪	Directly responsible for daily operations of a 165,000 sq. ft. warehouse of 40+ employees.▪	Co-designed and implemented new domestic warehouse layout; created and implemented domestic warehouse new employee orientation program.▪	Successfully conducted progressive discipline programs with employees resulting in remediation and improved performance or termination.▪	Contributed to strategy and decisions through total cost of ownership analysis for operational systems to facilitate business management project prioritization and design and implementation.▪	Managed delivery of services to within 2% of the planned effort, demonstrating accurate estimating capability and an ability to implement and manage personnel time and results.▪	Decreased labor costs by 25% through efficient labor scheduling and exceeded a 97% loading accuracy goal for domestic warehouse.▪	Received the "2006 Employee of the Quarter" Award and introduced Six Sigma Philosophy to the warehouse operation.Domestic Supervisor (Hewlett–Packard Manufacturing and Warehouse Operation)▪	Responsible for administrative functions, continuous improvement initiatives, staffing, training, and staff supervision at off-site facility.▪	Managed 24/7 off-site operation of 60+ full and temporary employees in four facilities and directly accountable for the day-to-day operations/activities.▪	Successfully conducted progressive discipline programs with employees,  resulting in remediation and improved performance or termination.▪	Held accountable for P&L of the program and created over 17% profit for delivery of $1.5M in services above targeted margins.▪	Coordinated complex technical processes with personnel, mitigated project risks and resolved operational and technical project issues, and enforced compliance with project scope. ▪	 Technical leadership to on-site resources during the transition, startup, and stabilization phases of the HP manufacturing and warehousing expansion project.

Eagle Global Logistics

Warehouse Manager, Plainfield Indiana Station

Oversaw multi-state scheduling of 30+ owner operators and served as liaison between company and owner  operators while handling customer service.  Recommended solutions and influenced decisions regarding systems software and hardware acquisitions  and architecture needed to accomplish business objectives.  Collaborated with business management to implement a strategic business model, technology road map and  overall improved systems architecture to support a globally diverse end user base.  Coordinated complex technical processes with non-technical business personnel, through regular  communication with customer management, executives, and key staff members.  Lead resources in development, release, and maintenance according to business needs and service levels.  Mitigated project risks and resolved operational and technical project issues.

Van Aken, Harry

Van Aken, Harry