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Click here or scroll down to respond to this candidateCandidate's Name , PMPGoodyear, AZ PHONE NUMBER AVAILABLE EMAIL AVAILABLE LinkedInDIRECTOR OF INFORMATION TECHNOLOGYResults-driven and tech-savvy executive with extensive experience directing IT operations, establishing governance frameworks, and implementing cutting-edge technologies to drive business growth and enhance operational efficiency. Success in managing multimillion-dollar IT budgets, leading cross-functional teams, and aligning IT initiatives with organizational objectives.Adept at monitoring all information security projects from inception to successful completion, fully understanding the purpose of projects, technologies, and their value-add to the organization. Proficient in supporting security governance processes across business in conjunction with information security steering committee and advisory board.Demonstrated expertise in implementing agile planning methodologies and developing a Project Management Office (PMO) framework to drive efficient project execution and delivery. Highly experienced in spearheading large-scale change initiatives to enhance end-to-end performance and foster digital innovation.Well-versed in leveraging emerging technologies to drive efficiency, enhance productivity, and optimize business processes. Remarkable acumen to oversee tasks across multiple departments, perform within fast-paced environments, work effectively under pressure, and meet tight deadlines.CORE SKILLS AND COMPETENCIESIT Strategy Development & ExecutionAutomation & Cloud TechnologiesRegulatory Compliance & IT GovernanceAgile & Scrum MethodologiesVendor ManagementChange and Incident ManagementArtificial Intelligence$2.5 Million Budget ManagementProject Portfolio ManagementProblem ManagementComplex Problem SolvingRisk Assessment and MitigationBusiness Continuity PlanningIT Infrastructure ManagementService Level MetricsSELECTIVE CAREER ACCOMPLISHMENTSTeam Building: Established and cultivated an IT Operations bridge team of 25 members from the ground up, integrating them as vital and respected parts of the organization.AI and Analytics: Introduced Predictive Intelligence and Artificial Intelligence to deliver a consistent, AI-powered experience improving processes across the organization. Developed dashboards and reporting to connect AI to analytics for real-time insights into machine learning-powered improvements.IT Change Management Improvement: Integrated Change Risk Prediction to provide insight into the potential risk of the change activity and facilitate intelligent approval decisions. Automating manual approvals and flows led to increased deployment frequency, reduced lead times, faster time to value, and minimized Change Failures.Incident Management Optimization: Integrated AI to enhance incident management capabilities, ultimately improving operational efficiency by reducing manual effort for triage and ensuring critical incidents receive immediate attention.Risk Management: Spearheaded strategies to successfully remediate over 200 identified risks from the US Change Management Audit, encompassing Change Management Controls Execution, Impact Analysis, Change Management Governance, and Communication and Coordination across Global Markets.Process Modernization: Overhauled and modernized IT Major Incident Management processes, Problem Management processes, and Change Management processes, and restructured and augmented all service management architectures and processes. PROFESSIONAL EXPERIENCEWALMART, INC. (2019 to Present)Global IT Process OwnerOversee process transformation initiatives to improve organizational efficiency and effectiveness, establishing best practices and guiding process and product owners to meet internal stakeholders' needs swiftly and cost-effectively. Enforce Agile-Scrum expertise to administer incident, problem, service level, and change management, optimizing operational efficiency and effectiveness. Scrutinize insights from problem management and post-incident reviews to identify root causes and develop strategies for continuous improvement.Strategically design, develop and lead comprehensive technical, core leadership and compliance training for Global IT audience, employing advanced design principles to create dynamic data-driven e-learning experiences.Minimize deviations from targets by implementing IT Service Management (ITSM) practices, ensuring full transparency of progress towards strategy, roadmap, deliverables, and performance metrics (KPIs).Augment the adoption of new processes across global departments by developing and executing continuous service improvement initiatives, fostering a culture of innovation and excellence throughout the organization.Execute best practices and leverage technology effectively to enhance global processes and drive advanced digital innovation.Utilize Agile-Scrum expertise to optimize operations in incident, problem, service level, and change management.Supervise teams to enable Walmart Global Technology Infrastructure, Application, and Risk teams with necessary service, asset, configuration, infrastructure, and event data for world-class management.Implement ITSM practices to minimize deviations from targets and ensure complete transparency in progress tracking and performance metrics.Partner with ServiceNow Delivery organization to ensure adherence to platform best practices and global rollout of solutions, enhancing associate and customer experience.CSAA INSURANCE GROUP (2009 to 2019)Senior Manager IT Service Delivery (2016 to 2019)Spearheaded DevOps and cloud initiatives, significantly boosting operational efficiency and effectiveness. Directed a high-performing team of 15 tech managers, architects, and engineers to foster innovation and growth within the organization of 5,000 employees. Integrated closely with department leaders to enhance IT services, streamlining operations and increasing efficiency. Employed effective agile methodologies to improve project execution and delivery, resulting in more efficient outcomes.Monitored $2M budget for technology strategies, optimizing resource allocation to meet and exceed organizational goals.Improved security measures to address audit findings and improve risk reporting capabilities, thereby strengthening the organization's overall security posture.Developed and incorporated a portfolio overview system for transparent tracking and analysis of results and spending, ensuring clear visibility into project performance.Enhanced transparency in tracking results, conducting spend analysis, setting prioritization criteria, and monitoring performance metrics, allowing for proactive management and correcting deviations from targets.Achieved a 20% reduction in IT costs through strategic, operational optimizations and effective fiscal management. Senior Manager Operations Center (2009 to 2016)Superintended 25-member operations support and major incident team in Enterprise Operations Center, ensuring maximum uptime and IT systems and services stability across network, unified communications, database, and security domains. Augmented operational performance of infrastructure services, driving efficiency and service excellence through execution of BI Tools and structured analysis techniques, and overhauled major incident management communication strategy.Realized a 45% reduction in technology service costs by transitioning to insourced operations support, thereby enhancing service reliability and speed.Spearheaded a $4M budget and oversaw vendor relationships, holding profit and loss responsibility to support 24/7 operations and on-call rotations.Boosted infrastructure service performance by leveraging BI tools, conducting structured analysis, and revamping major incident management communication strategy.Achieved 71% acceleration in incident recovery time, reducing mean time to restore from 4.1 hours to under one hour while enhancing operational efficiency.Elevated service delivery for 5K users by optimizing technology offerings, understanding user needs, and implementing targeted improvements.EARLY CAREERIndependent Management Consultant First Level SolutionsInternet Data Center Specialist AT&TSenior IT Operations Manager NCA ManufacturingNetwork Consultant Calyx SoftwareEDUCATIONMASTER OF SCIENCE - MS, INFORMATION TECHNOLOGY (2003) AMERICAN INTERCONTINENTAL UNIVERSITY BACHELOR OF ARTS - BA, ART STUDIES SAINT AUGUSTINES UNIVERSITY LICENSES & CERTIFICATIONSMIM PROFESSIONAL CERTIFICATION (2022) MIM EXPERT CERTIFICATION (2023) BEST PRACTICE IT MAJOR INCIDENT MANAGEMENT CERTIFIED SCRUMMASTER (CSM) (2019) SCRUM ALLIANCE ITIL 4 FOUNDATION (2019) PEOPLECERTTHE OPEN GROUP CERTIFIED: IT4IT FOUNDATION (2019) THE OPEN GROUP LEAN SIX SIGMA BLACKBELT (2017) MANAGEMENT & STRATEGY INSTITUTE LEAN SIX SIGMA GREEN BELT CERTIFICATION (2012) IRA A. FULTON SCHOOLS OF ENGINEERING AT ARIZONA STATE UNIVERSITY ITIL OPERATIONAL SUPPORT AND ANALYSIS (ITIL-OSA) / ITIL V3 FOUNDATION LEVEL (2010) AXELOS GLOBAL BEST PRACTICE PROJECT MANAGEMENT PROFESSIONAL (PMP) (2011) PROJECT MANAGEMENT INSTITUTE INFORMATION TECHNOLOGY SENIOR MANAGEMENT FORUM (ITSMF) TECHNICAL SKILLSADOBE CREATIVE CLOUD CMDB CONFLUENCE DYNATRACE JIRA SERVICE MANAGEMENT PLATFORM: CONFIGURATION, INTEGRATION, ADMINISTRATION, REPORTING JIRA PROJECT MANAGEMENT FOR THE CLOUD MICROSOFT PROJECT SERVICENOW PLATFORM TABLEAU ARTICULATE STORYLINE BOARD MEMBERSHIPSMIDSIZE ENTERPRISE LEADERSHIP NETWORK WALMART BLACK TECHNOLOGY NETWORK ITSMF MANAGEMENT ACADEMY ASSOCIATE MEMBER BOARD |
