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A results-oriented customer care specialist with advanced knowledge of multiple office programs, a passion for employee quality assurance, and customer satisfaction. 
  • Fluent in several solar design programs
  • Familiar with solar industry terminology and procedures
  •  Fluent in Microsoft Excel and other office programs
  • Process oriented and organizational thinking
  • Advanced understanding of computer troubleshooting
  • Experience in training new hires and performance management
  • Adept at working with others to achieve results 
  • Trained in deescalation techniques
Customer Care Supervisor Apr 2016 to Jun 2018
Tesla Draper, UT Led a team of 11 full-time employees. Motivated agents to exceed quality expectations and hit 97% quality metrics.  Coached agents on how to find creative solutions to customer's concerns. Responsible for hiring decisions to expand the team and helped plan and organize team building events for over 30 individuals. Developed a system to help organize and circulate information in the department.
Proposal Team Lead / Partner Support Jul 2014 to Feb 2016
Evolve Solar snd SunEdison Lehi, UT Oversaw the team training, quality assurance, and sales team satisfaction. Hand-picked to spearhead the new Partner Support team. Developed new department processes to track 200 customer accounts weekly. Directly oversaw many customer accounts from pre-installation to activation.
Delivery Manager Sep 2009 to Jul 2014
Brick Oven Provo, UT Managed the delivery section of a $420K/year. restaurant.  Overhauled the department training program and manual to ensure new employees were able to catch on quickly while safeguarding customer satisfaction. Managed compensation, inventory, and quality assurance.
Biology Utah Valley University Orem, UT, United States
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Professional Summary
Seasoned IT Professional experienced in designing and supporting network infrastructures for enterprise multi-user and cloud environments. Specialized in managing projects related to risk management and lowering company's security exposure. Accustomed to managing multiple projects and priorities in fast-paced environments with more than 20+ years' experience in network engineering and enterprise project management.
  • Business & IT Planning 
  • Cloud Architecture
  • Network Engineering
  • Vulnerability & Risk Analysis
  • Team Player
  • Excellent Communication Skills
  • Effective Multi-tasker
  • ITIL
  • Strategic Planning
  • Project Management
  • Systems Engineering
  • System Migrations/Integrations
  • Business Continuity/Disaster Recovery Planning
  • Budget Management
  • Vendor Relations
  • Cross-Functional Supervision
  • Cyber Security Master certification - CISSP, CASP, CISA, CCSK, CCNA, PMI, & CISM - 2018
Work History
Senior Systems Engineer / Systems Architect, 01/2017 to 09/2017
ZAG Interactive Glastonbury, CT
  • Resolving escalated service issues, coaching other engineers to resolutions, engineering and implementing complexprojects, and maintaining and overseeing the technology of assigned accounts.
  • Overseeing the design and implementation of systems and products including hosting infrastructure for 300+ clientsites of 19 servers.
  • Proposing and creating system design models, specifications, diagrams, and charts to provide direction developmentteams.
  • Designing and performing server and security audits, system backup procedures, and other recovery processes inaccordance with the company's disaster recovery and business continuity strategies.
  • Integrating servers, including database, e-mail, print, and backup servers and their associated software into companysystems as well as launching all new sites and SQL Databases.
  • Ensuring system connectivity of all servers, shared software, groupware, and otherapplications, including configuration of third party monitoring and escalation plans for all sites.
  • Creating Layer 7 Health checks, iRules and SSL Profiles for F5 load balancers.
  • Providing internal and external customer interface to arbitrate key architecture conflicts and working with PM andDevelopers daily using Agile.
  • Creating and maintaining documentation as it relates to system configuration, mapping, processes, and serviceincluding security policies and procedures within the organization.
  • Coordinating and performing in-depth tests, including end-user reviews, by writing all technical documentation anddeveloping BC/DR plan and performing Qualys WAS/PCI/PEN OWASP scans on all sites and infrastructure regularly.
  • Monitoring and testing system performance for analyzing risks and responding to incidents as well as preparing anddelivering system performance statistics and reports.
  • Providing orientation and training to end users for all modified and new systems as well as guiding and assigningtasks to System Engineers.
  • Monitoring infrastructure for viruses using Sophos and monitoring all infrastructure logs.
Senior Network Engineer, IT Manager, 04/2015 to 01/2017
ClearLynx, LLC Stamford, CT
  • Monitoring network engineering performance and ensure system availability and reliability for IaaS and entireinfrastructure.
  • Implementing complex hardware and software upgrades to meet capacity requirements and performing configuration changes to increase network coverage.
  • Installing various AWS services such as EC2, IAM, Security Groups, ELB,VPC, RDS, Route 53, CDN, CloudWatch.
  • Performing Qualys WAS/PCI OWASP scans on IaaS for vulnerabilities, and analyzing andproviding solutions for findings.
  • Monitoring system resource utilization, trending, and capacity planning including development of BC/DR plan.
  • Assisting in the coaching and technical assessment of staff and managing all in-house IT needs, as well as IT staff. 
  • Managing security compliance SOC2 /PCI/ ISO27001 for IaaS and infrastructure.
  • Liaising with vendors and other IT personnel for problem resolution and monitoring all infrastructure logs andanalyzing for incidents.
  • Working closely with senior management and commercial team on new technology solutions and managingout-sourced IT department for client facing needs.
Senior Systems Engineer, 08/2013 to 04/2015
CVM Inc Branford, CT
  • Overseeing development and maintenance of computer systems by working with various industries as a solutions architect and or project manager.
  • Identifying departmental needs and making suggestions regarding technical direction as well as setting up organization's intranets.
  • Responsible for full project design and technical documentation as well as presentation to client.
  • Designing and implementing system security and data assurance including application deployment, administration, and maintenance.
  • Configuring and installing computer systems for other organizations including design and development of software.
  • Testing software applications and systems, providing LAN and WAN network design, configuration and installation of software and building physical and virtual server workstations.
  •  Performing Windows Operating system installation, configuration, and maintenance including patch maintenance on client servers.
  • Responsible for running of Qualys vulnerability scan on client infrastructure as well as analyzing risks and responding to incidents.
Service Delivery Manager, 01/2013 to 05/2013
Foundation Systems Group, LLC Ellington, CT
  • Performing network assessments and making recommendations on client's networks by managing client needs and preparing solutions.
  • Performing security audits and vulnerability assessments on as well as technical support for network and security incidents.
  • Project Managing and Supervising for project implementation including: development of project plans, implementation plans/schedules and change requests.
  • Leading implementations and support for network infrastructure or services including Routers, Switches, Firewalls,Wireless Controllers, VPN Appliances, and Load Balancers.
  • Developing proposals and quotations for customers and managing technical staff as required to ensure projects and activities are on-time and on budget.
  • Developing policies, procedures, standards and improving business processes and functions.
CEO / Solutions Architect, 01/1991 to 12/2012
CCS & Company Beacon Falls, CT
  • Installing complete enterprise solutions for companies and provided gap analysis and technical solutions.
  • Generating higher productivity and lower cost of ownership solutions for many clients, including installing over 200 infrastructures, from design to implementation.
  • Developing proposals and quotations for customers and managing technical staff as required to ensure projects and activities are on-time and on budget.
  • Developing policies, procedures, standards and improving business processes and functions.
  • Performing security audits and vulnerability assessments on as well as technical support for network and security incidents.
  • Completing security compliance questionnairesLog management using various tools such as Splunk, Loggly, Alert Logic and ITIL.
Computer Engineering, Computer Processing Institute - East Hartford, CT  - GPA 4.0
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Professional Summary
14+ years of leading global systems implementation servicing all business functions in life sciences, consumer products and chemicals industries. I have led IT mergers & acquisitions, vendor assessments, advanced planning implementations, restructuring of IT landscapes and implemented Software Development Life Cycle processes. Leader of teams comprising up to 20 team members for multi-million dollar IT projects. Recipient of multiple awards for high performance.
Professional Experience
Senior Manager, Global IT Delivery Lead 04/2017 to Current Supply Chain Wizard Princeton, NJ
  • Responsible for shaping the vision and implementation of Global IT capabilities for a start-up consultancy servicing the Life Sciences industry. 
  • Supported sales and delivery of proprietary tools and IT solutions including serialization strategy, shared services, information security and enterprise architecture and systems.
  • Authored standardized IT development and support methodologies and implemented computer system validation processes. 
  • Led the CMO IT connectivity for Par Pharmaceutical serialization between Level 1 to Level 4. 
  • Forged strategic partnerships with vendors including TraceLink, Optel, Adents and SAP for serialization solutions.
Enterprise Applications Delivery Manager 06/2013 to 08/2016 Church & Dwight (Employee) Ewing, NJ
  • Responsible for delivery of strategic business projects including SAP SCM, Oracle Agile, Terra; Demand Sensing and Inventory Optimization. Recipient of Chairman's Award for outstanding performance attributed to successful project delivery. 
  • Accountable for the support functions for all enterprise applications including SAP (ECC, SCM, Data Warehouse, PLM), Siebel Trade Funds, JDA Demand Planning, MES Wonderware and IBM Sterling. 
  • Manufacturing Execution Systems project leader responsible for end to end delivery including requirements gathering, SIT & UAT testing, deployment and end user training for the company's largest plants.
  • Spearheaded a team of more than 30 employees and consultants while managing an operating budget of more than $10mm. 
  • Led IT applications, infrastructure and network integration for a strategic business acquisition resulting in a fully operational and integrated business unit ($250mm revenue). 
  • Implemented governance and control procedures resulting in synchronized multi-tiered enterprise architecture and increased business user satisfaction.
  • Fostered multiple IT vendor relationships including SAP, Igate, HCL, Rimini Street, IBM, JDA, Avanceon, Wunderware North and Oracle.
  • Responsible for the end to end management of the Product Life-cycle Management program consisting of Business Process re-engineering, Requirements Gathering, Solution Delivery, Business Organization redesign, Data Migrations as well as cloud hosting of Oracle Agile Infrastructure.
  • Experience in estimating, forecasting, financial management and business case development.
  • Synchronized multi-tiered environments by implementing governance and control procedures resulting in a significant increase in business user satisfaction.
  • Addressed skill set deficiencies and resource gaps by developing junior team members.Introduced cross-functional working concepts and supporting applications that were adopted across the organization.
  • Key participant in business development activities like RFPs/BidsLed assessment to replace legacy purchasing tool that will result in increased efficiencies at corporate level.
  • Developed leadership presentations and provide input to/support the investment, project portfolio and/or resource management processes.
SAP ECC SD Workstream Lead 03/2013 to 05/2013 Shire (Accenture Consultant) King of Prussia, PA
  • Provided business advisory and subject matter expertise in ECC Sales & Distribution functionality.
  • Produced current state analysis of local plant and corporate processes and provided recommendations for improvements leading to re-engineered business processes. 
  • Business and IT Liaison responsible for identifying gaps and recommending innovative solutions integrating ECC with non-SAP applications. 
  • Lead all phases of the SDLC managing team both on/offshore.
  • Responsible for SIT & UAT planning, designing, executing and reporting tests through the use of appropriate testing tools such as HPQC and SAP Solution Manager. 
  • Designed and guided creation of test plan and test cases mapping back to initial requirements and pre-determined criteria.  
  • Developed and presented KPI's and weekly status reports.
Strategic SAP Divestiture Project Manager 04/2012 to 02/2013 DuPont Performance Coatings (Accenture Consultant) Wilmington, DE
  • Managed technical delivery of client's divestiture effort to separate IT/ERP in efforts to sell the business unit operating in a functional ERP solution. This business unit was successfully sold for $5b.  
  • Coordinated business efforts to reverse engineer processes and procedures required to implement new and/or migrate existing functionality to an independent instance of SAP.
  • Led testing and deployment planning and execution in alignment with business rollouts.  
  • Guided a team of 20 resources responsible for FI, SD & MM resulting in on-time delivery of all major milestones including design, build, test and go-live.
  • Managed the successful migration of 700 + cross-functional technical objects into the new stand alone SAP environment.
  • Deployment lead responsible for the planning and coordination of transport migrations in accordance with rollouts and existing business units.
  • Prioritized and coordinated RICEFW development objects across multiple teams.
SAP Technical Delivery Manager 06/2009 to 04/2012 DuPont Corporate (Accenture Consultant) Wilmington, DE
  • Managed various SAP workstreams through initiation to closure of implementations.
  • Responsible for the successful coordination and delivery of business scope workshops, requirements gathering, testing strategy and business process design workshops for a regional standardization of processes and technology.
  • Managed SAP technical installation, monthly maintenance and upgrade initiatives.  
  • Coordinated month end close finance activities and managed cutover and deployment activities resulting in successful SAP go-live.
  • Led a team of 10 consultants responsible for designing and developing complex SAP technical objects.
  • Implemented and managed processes for offshore testing.
  • Defined test data and scenarios for SIT & UAT.
  • Managed defect logging, troubleshooting and reporting.
  • Recipient of Accenture's Oscar award for consistent ratings of top performer 3 years in a row.
  • Development lead for Country Version India (CIN): Designed and developed complex RICEF technical objects.
  • Coordinated month end close finance activities comprising 10 unique SAP applications instances for a successful User Acceptance testing as well as Go-live.
  • EDI coordinator including batch management, interface setups both internal and external to SAP using various middleware applications.
  • Implement and monitor processes for Offshore Testing.
  • Implement and monitor processes for Offshore Testing.
SAP ERP Technical Architect 11/2007 to 06/2009 DuPont Advanced Fibers & Non-Wovens (Accenture Consultant) Wilmington, DE
  • Guided the design and development of the manufacturing shop floor solution, leveraged across multiple roll-outs. 
  • Responsible for overall project management activities including project plan, budget, invoicing , staffing and forecasting of onsite and offshore resources.
  • Coordinated requirements gathering, solution design and business workshops to fit business processes and requirements. 
  • Spearheaded the SAP 4.6 solution delivery across China, Argentina, Chile, Brazil, Colombia, Peru and Mexico. 
  • Managed scope, business gap analyses and estimates.
  • Coordinated EDI including batch management, interface setups both internal and external to SAP using various middleware applications.
SAP ERP Solution Architect 09/2004 to 11/2007 DuPont Performance Coatings Europe (Accenture Consultant) Wilmington, DE
  • Held several roles with increasing responsibilities including 2 consecutive promotions within Accenture and formal recognition for high quality deliverables.
  • Technical subject matter expert responsible for integrating client's European Business into one Global SAP instance.
  • Designed 15 inbound/outbound logistics, warehousing and transportation planning interfaces integrating all SAP modules consisting of hazardous materials, from MM to WM.
  • Coordinated testing support and planned testing activities for client counterparts. 
  • Accomplished a "Go" decision for the European rollout.
SAP Technical Development lead 02/2003 to 09/2004 DuPont Corporate (Accenture Consultant) Wilmington, DE
  • Conducted technical and functional workshops with business leads while gathering and finalizing requirements of Sales and Distribution, Materials Management and Finance modules of SAP. 
  • Responsible for core enhancements to Sales and Distribution interfaces that automatically create and update sales documents.
  • Assigned defects to balance business impacts and priorities across geographically diverse teams.
  • Responsible for synchronization of technical objects across clusters within the DuPont architecture.
  • Responsible for conducting root cause analyses for all defects post Go-Live.
Technical Skills
Skills Proficiency Total Years Last Used
SAP ECC Advanced 14 2016
MES (Manufacturing Execution Systems) Experienced 6 2016
SAP Advanced Planning & Optimization Experienced 3 2016
Oracle Experienced 3 2016
Bachelor of Science: Management Information Systems 2002 The College of New Jersey Ewing, NJ, USA Management Information Systems & Computer Science
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Senior and experienced ICT professional who thrives on leading and managing service delivery improvements and new initiatives for ICT. Over 15 years of experience in service delivery and project management in a diverse range of sectors including: IT and Financial Services, Hospitality, Government, Telecommunications, Utilities, Mining, FMCG, Freight Forwarding, Education and Not for Profit.  

Seeking suitable opportunities as Service Delivery Lead, Project Manager, Planning and Performance Manager.

  • Single point of ownership
  • ITIL and PM certifications (PMP, Prince 2 and Agile PM Practitioner) 
  • In depth relational database knowledge and skills, easily transferable to SAP Hana environment
  • Coordination and transition of services  
  • Incident, problem, change and request Management
  • Escalations and root cause analysis
  • Preparation of Major Incident Finding Reports 
  • Triaging issues and bugs
  • Change and release management coordination
  • Constant monitoring of trends and changes 
  • Communication, interpersonal and stakeholder management skills
  • Seeking customer feedback and managing continuous process improvement

  • Proficiency in ITIL service management process implementation and improvement
  • SLA reporting and visual dashboards
  • Time management and task prioritisation
  • Improvement of service management tools e.g. Servicenow, BMC Remedy and Infra
  • Cost reductions and productivity improvements
  • Managing service catalogue and delivering new services
  • Contract and Vendor management
  • Collaboration and Time management
  • Managing on-shore and off-shore support teams
  • Striving for excellence
  • Energy, passion, honesty and integrity     
  • Encouraging sharing of skills (e.g. Knowledge Management articles) and contributing to the success of business at all levels
  • Proven experience in Transformation projects, outsourcing, insourcing, service desk and performance improvement initiatives, change of on-shore and off-shore support teams.
  • Delivering state of the art technology projects in SAP R3 systems migration, Asset Replacement, Cloud Migration, Billing System implementations, Wireless Networks, Mobility, Network Transformation, Data Centre Migration, Windows / Unix operating system upgrades, Works and Resource Planning, Security System Enhancements, ERP and IT Systems Integration.
  • Demonstrated database and application support experience in ERP (SAP, Oracle E-business, Peoplesoft and MFGPRO), Ariba, Concur and Retain (Works and Resource Management)
  • Strong vendor management expertise - managed several onshore and offshore ICT systems vendors and software providers like IBM, GE, HP, Oracle, TCS, HCL, Wipro, Logica CMG (CGI), Ericssons, Scada and Radio Services, TUSC, Tenix, Transfield and Osisoft.
  • Proven track record in Southern Cross Computers, Infoxchange, Computershare, RACV, Aurora Energy, Globys APAC, SP AusNet, Zinifex, National Foods (Lion), Pracom, Bell Securities, Gluck Forwarding and Tata Electric Companies (Bombay, India).
Senior IT Consultant 03/2017 SV Consultants Melbourne, Victoria
Providing consulting and advisory services  to small to medium companies on
IT service delivery and project management, researching appropriate service delivery and project management methodologies for a given organisation based on the size and scale of operations e.g. Agile, Prince 2 and PMBOK, providing career advice to other service delivery and project management professionals, participating in IT Service Management Forum Australia (ITSMFA) Victorian Branch meetings, helping Not for Profit organisations on grant applications e.g. Financial Literacy Australia Grant for Infoxchange, Richmond.
Technical Operations Manager, Project Manager / Service Desk Manager 10/2016 to 02/2017 Southern Cross Computers Melbourne, Victoria


Technical Operations Manager (January 2017 - February 2017) 

Technical Operations Management servicing all the Southern Cross Computers' clients including Grill'd, Kokoblack, Department of Justice, Service Stream, Hazell Bros, Pitt&Sherry in Victoria and Tasmania.Responsibilities included direct supervision of Level 2 Unix, Desktop, Networking and Citrix support specialists (8), work allocation, performance monitoring, on call rosters and project delivery. ​


Project Manager / Service Desk Manager  (October 2016 - Dec 2016)

Responsibilities included planning and execution of Service Desk Migration from Vietnam to Melbourne, recruitment of new Service Desk Engineers (4) and a trainer,  overseeing design and  delivery of training of new staff on ITIL support and customer service processes, customer communications on change and cut over. Project completed successfully. ​ 

IT Program / Project Management Consultant 12/2015 to 09/2016 Infoxchange Melbourne
  • Infoxchange is a well known Not for Profit social enterprise that has delivered technology for social justice for over 25 years. The company is increasing Digital Inclusion in our community and improving quality of life. IT Services and Consulting Department builds the capability of the not-for-profit sector by providing online applications, technology advice and services to nearly 5000 organizations in Australia and New Zealand.
  • Established an Asset Replacement program for all the Infoxchange HP, Lenovo and Dell Desktop and Laptop computers. To be extended to all the managed services clients. This includes designing and implementing a proof of concept for state of the art asset monitoring software Spiceworks.
  • Promoted Office 365, Windows 10, Share Point and MS Dynamics CRM migration services
  • Driven Business Development program in NSW
  • Coordinated advanced MS Office coaching to 18 Not for Profit organizations.
  • Analyzed ICT survey results for 230 Not for Profit organizations in Australia and New Zealand to investigate the trends for infrastructure technology usage, challenges and customer experiences.
  • Enhanced the maturity of Microsoft CRM 2016 with data refresh from Office 365 Workshops and ICT Service Webinars.
  • Applied for grants to seek funding for ICT advisory and consultancy services in Australia and New Zealand e.g. Microsoft
Project Manager (Contract) 08/2015 to 10/2015 Computershare Melbourne
  • Computer Technology Services, Computershare provides global technology and infrastructure support for existing Computershare proprietary software together with full range of development services for new products. This contract role is located in Serviceworks Management, specializing in the delivery of high value services to Utilities organizations across Australia including consulting, solutions development and customer management services.
  • Project managed iPAD field sales solution for Red Energy, Shine implementation for Stanwell for compliance report verification with AEMO and Credit SMS implementation for Horizon Power to enhance credit management process.
  • Obtained sign off from Living Utilities (part of Lend Lease) new market entry in NSW project on business requirement documents for embedded network, solar, potable and recycled water billing.
  • Directed 1 Solution Architect, 2 Business Analysts, 2 Software Developers and 3 Testers.
  • Managed the software development services of external software vendor Agility.
  • Managed senior internal stakeholders including General Manager- Business Development, General Manager - Operations, Solutions Manager, Service Delivery Managers, Development Manager and Test Manager.
  • Managed external stakeholders including Client Project Managers, Transition Managers and Business Systems Solution Manager.
  • Delivered various PMO artifacts including Project Management Plans, detailed schedules, issue and risk registers, resource planning and expenditure tracking documents.
  • Delivered weekly and monthly project progress reports.
Senior IT Consultant and Owner 01/2015 to 07/2015 SV Consultants Melbourne
  • Continued service delivery and project management consulting services business established in 2013.
  • Established Telecommunication and Innovation software services consulting and carried out business development activities.
  • Delivered several Telecommunication and Internet services to SMB customers.
  • Achieved a short term contract with Computershare for project managing billing systems solutions to utilities.
Senior Project Manager, ICT (Contract) 02/2014 to 12/2014 RACV Melbourne

  • RACV is a well-known Victorian company with more than 2 million members, offering services such as emergency roadside assistance, technical advice on vehicles, driving instruction and research in to road safety and vehicle design, travel and tourism. This role focused on reviewing and planning a major network transformation and guest internet access uplift program at all RACV Club and Resort sites in Victoria and Queensland and handling other infrastructure initiatives.
  • Managed several projects including High Speed Guest Internet Access at 9 RACV Clubs and Resorts, Notes v 9 upgrade, SMS messaging enhancements from SAP R3, EPAC and RACV IT systems integration.
  • Obtained funding approval of $600K for Guest Internet Access program and developed RFP for Wireless LAN and Enterprise Network refresh.
  • Obtained approval of business case for $450K for Notes v 9 upgrade project.
  • Other initiatives include alignment of PMO practice with Prince 2 and investigation on PCIDSS compliance of RACV EFTPOS Terminals.
Senior IT Consultant and Owner 07/2013 to 01/2014 SV Consultants Melbourne
  • Established a consulting service practice to deliver project management and support services to various industries to achieve cost efficiencies (30% to 40%) and productivity improvements.
  • Areas of work include Infrastructure and Security Management, SOE Win 7.0 / Win 8.0 upgrades, Disaster Recovery, High Speed Wireless LAN implementation and Mobility, comprehensive IT and Telecommunication services including Voice, Mobility, Data and Solutions.
  • Achieved a $100K project management services contract to RACV to review and enhance Guest Internet Access facility at 9 Club and Resort sites and manage other infrastructure initiatives.
Senior Project Manager - ICT (Contract) 10/2012 to 06/2013 Aurora Energy Hobart, Tasmania
  • Aurora Energy is Tasmanian Government owned electricity distribution and retail company. This role focused on delivering various infrastructure initiatives.
  • Project managed Guest and Corporate Internet access at 5 Aurora Energy sites using CISCO, at a cost of $300K.
  • Carried our business analysis for SOE - Win 7 project for upgrading Windows XP to Windows 7.0 and IE v 8 to IE v9 for over 1200 desktops in 22 sites and more than 130 corporate applications including Citrix and obtained funding of $800K.
  • Project managed Disaster Recovery Plan review and update project at a cost of $230K.
  • Implemented several security enhancement initiatives including implementation of Kiwi Syslog, a central systems logging solution to facilitate security analytics for over 350 Windows and Unix Servers and over 175 network equipment including firewalls and switches.
  • Other initiatives include implementation BotDetect Captcha software for Oracle Customer Care and Billing to facilitate secured customer logging, enterprise rollout of Adobe Reader v 9 using Microsoft SCCM for over 1200 desktops and laptops at 22 sites.
  • Prepared requirements for Mobile Device Management solution to effectively manage mobile devices such as i-phone and i-pads and organized discussions with leading MDM vendors Airwatch and Good. Project deferred until the implementation of Wireless LAN roll out.
Service Delivery Manager (Contract) 11/2011 to 06/2012 Globys APAC Melbourne
  • Globys is a global billing and analytics software solution provider based in Seattle, Washington, servicing various Telecommunications companies such as Telstra, Vodafone NZ, AAPT (NZ), Telstraclear (NZ), Bell Alliant (Canada) and Etisalat (UAE). This role focused on transition and production support for cloud based billing and analytics software solution to Telstra for Wholesale and Retail under Project Horizon.
  • Managed the overall support relationship with whole of Telstra as a single point of contact for Globys production support for all incidents, service requests and major releases.
  • Supervised 4 Customer Service Representatives on IT Service Desk.
  • Delivered monthly SLA reports on incidents, service requests and availability.
  • Prepared Incident Finding reports for high priority incidents..
  • Driven problem management / Root Cause Analysis (RCA) reports minimizing the recurrence of incidents.
  • Facilitated submission of quarterly security vulnerability scan reports.
  • Improved health check monitoring based on Sitescope, data collection and chart building.
  • Established partnership agreement between Globys and Telstra for network data communications.
  • Tested and implemented VPN and BMC Remedy service management software access for Globys support staff.
Service Delivery Manager 09/2010 to 11/2011 SP AUSNET Melbourne
  • Sp AusNet is a ASX 100 company with revenue of $1 Billion dollars, market capitalization of $3 Billion dollars, 1500 employees, manages $6.3 Billion dollars of electricity and gas networks in Victoria.
  • Achieved all the SLAs as the primary contact for all the electricity and gas business units.
  • Developed initiative briefs for enhancements, new applications and additional hardware e.g.Spatial Asset Management system for condition monitoring of electrical and gas assets, 3D modeling of Transmission and Distribution Towers and Poletops, 56TB of disk for Digital Image Storage.
  • Built effective client service relationships between business and ICT.
  • Managed IT Service Desk outsourced to EBS for levels 1,2 and 3
  • Worked as a process owner for Change, Release and Continuous Process improvement processes.
  • Delivered training sessions to Project Managers to effectively implement changes and releases.
  • Delivered SLA reports for Transmission and Distribution Networks business.
  • Enhanced monthly reports to include capacity planning measures and aging of incidents and requests.
  • Managed escalations for ICT support on day to day basis.
  • Chaired operational support meetings, identified and pursued resolution of critical operational issues e.g. resolution of performance issues on Cardax security monitoring system.
  • Managed renewals for SCADA systems support contracts with Alstom Grid and OSI Soft with a total contract value of $1.2 Million Dollars achieving an efficiency savings of $120,000.
  • Worked as a Project Director for GE Power-on upgrade CRM application for Electricity and Gas.
  • Project managed Single Sign on Authentication for Ariba sourcing and tender management system.This is a cloud based solution with Active Directory authentication.
Service Delivery and Contracts Manager 05/2005 to 08/2010 SP AUSNET Melbourne
  • Managed Service Delivery of SCADA support services to Electricity Transmission in Victoria (in house) , Electricity and Gas Distribution (Outsourced) including establishment of clear service level agreements with customer achieved availability> 99.95%).
  • Managed SLA reporting for 56 staff members involved in servicing Incident, Change, Problem and Request Management processes.
  • Established and managed underpinning contracts with external SCADA service providers Logica CMG and Ericssons Australia for Electricity and Gas Distribution with an annual contract value of $800,000 to $1 Million.
  • Developed and maintained strong interfaces with various stakeholders e.g. Control Room, Design and Engineering.
  • Managed $4 Million dollar Annual Operational budget for Real Time Systems Department.
  • Supervised one full time systems analyst and negotiated other RTS contractor engagements.
  • Established resource planning and forecasting
  • Established Flexible Purchase Contracts with Power Systems Consultants, Logica CMG and Transfield Australia reducing operational costs by thousands of dollars and reduced resource provisioning time from weeks to days.
  • Project managed $350K project - Selective SP AusNet Terminal Station data communication to Citipower Powercor bridging Areva SCADA and GE SCADA systems.
  • Project managed implementation of Infra v8 Service Delivery Management Tool and ITIL based service delivery processes for Real Time Systems Department.
  • Managed in-sourcing of Gas SCADA Remote Terminal Unit support. Resulted in creating a new business unit for Gas SCADA support bringing revenue in excess of $1 Million a year.
  • Supervised the work of a project manager for $5 Million SCADA business case upgrade approval.
Project Manager (Contract) - Data Centre migration 07/2004 to 10/2004 Zinifex Ltd Melbourne
  • Zinifex (previously known as Pasminco and currently OZ Minerals) was one of the World's largest Zinc and Lead Mining companies. It is a large SAP R3, HP Unix (Tru 64), Windows 2000/2003 site with several National and International WAN links and 3500 users.
  • Project Managed Zinifex Data Centre Relocation from Port Melbourne to East Burwood, with overall planning, scheduling and resource management responsibilities.
  • Led a team of 10 IT infrastructure, SAP application, networking and desktop team members and testers.
Senior Project Manager - Database and Application Migration - Project Armstrong 01/2004 to 06/2004 National Foods Ltd (NFL) Melbourne
  • NFL (currently operating as Lion) was the largest dairy company in Australia in 2004 with a turn over exceeding $1.2 billion with brand names like Pura Milk, Big M and Yoplait. NFL customers included Woolworths, Coles Myer and Spotlight. Project Armstrong was a new infrastructure initiative from National Foods costing over $5 Million.This was a key team leading and project management position.
  • Project managed migration of all databases and applications including Mfgpro ERP, Oracle, SQL Server and Peoplesoft from NFL Queens Road to Hewlett Packard Data Centre at Burwood as part of NFL infrastructure outsourcing to Hewlett Packard.
  • Led a team of 3 NFL DBAs and 2 Oracle DBAs .
  • Setup Disaster Recovery environment for all the applications and tested successfully.
  • Managed all the change and release processes, outage planning and communications.
  • Managed unit, system and business acceptance testing.
  • Conducted post implementation reviews.
  • Project successfully completed and closed off.
DBA Manager 06/2002 to 12/2003 National Foods Ltd (NFL) Melbourne
  • Led a team with 3 Progress and 2 Oracle/ SQL Server Database Administrators.
  • Maintained all NFL Progress, Oracle and SQL Server Databases and Data Warehouses (over 9TB) working on HP Unix and RedHat / Suse Linux and ensured high level of availability.
  • Managed in excess of 70 software releases.
  • Carried out Software License Management.
Network Operations Manager 11/2000 to 10/2001 Pracom. Melbourne
  • Pracom was a medium sized high technology telecommunication software provider with 1200 employees with offices in Melbourne, Sydney, Adelaide and Brisbane.Clients include Vodafone, AAPT, Optus and Virgin Mobile.Specialized in Billing solutions, Call Centre Optimization and Prepaid Calling Cards.This was a key team leading position.
  • Managed network planning, installation, operations, systems administration for HP and Sun Solaris Unix and Windows Servers, 4TB EMC Storage Area Network, Oracle and Informix Databases, CISCO Networking, IVRs, DNS and Proxy Servers.
  • Led a team of 4 full time Unix System administrators and Oracle / Informix DBAs Managed various Unix migration and upgrade projects e.g.AAPT migration from Stratus Server/HP Unix v 10 to HP L class server / HP Unix v 11, Redicall Prepaid Calling Card migration from Windows environment to HP Unix v 11 and Informix.
IT Manager 08/1999 to 09/2000 Bell Securities and Commodities Melbourne
IT Manager 11/1996 to 07/1999 Gluck Forwarding Systems Pty Ltd Melbourne
Research Assistant and Part-time Lecturer 02/1991 to 10/1996 RMIT Melbourne
Postgraduate Engineer Trainee to Senior Executive Engineer 08/1978 to 01/1990 Tata Electric Company Bombay, India
Advanced Project Management 2017 Stanford University California, USA

1. Converting Strategy in to Action (Successfully completed with 88% marks)

This course is aimed at improving organizational alignment and delivering on strategic objectives, teaching Stanford Execution framework for strategic execution to align project and program initiatives with strategic objectives.

 2. Project Risk Management (Successfully completed with 86% marks)

This course covers various risk management tools and techniques for tracking and mitigating the broad range of risks and uncertainty inherent in the management of complex projects.

3. Executing Complex Programs (Successfully completed with 86% marks)
This strategy course shares frameworks and practices that enable insights into a diverse array of organizations that successfully execute complex programs. Content includes program planning and management, challenges associated with cross functional teams, traditional and agile project management techniques.
4. Leadership for Strategy Execution (Successfully completed with 90% marks).
This study module teaches understanding the crucial role that leadership plays in achieving better organizational performance and how best to use that role using innovative techniques for making astute decisions, translating strategy, assessing risk and managing change.

Master of Business Administration 2007 Swinburne University of Technology Melbourne, Australia

Distinctions in Organization Change Management, Innovative Leadership, Finance for High Growth Businesses, Corporate Strategies and Entrepreneurship

Master of Information Systems 2005 Swinburne University of Technology Melbourne, Australia

Top student - Information Systems

Master of Technology: Electrical Engineering 1978 Indian Institute of Technology Kanpur, India

CPI 8.0/10.0


Agile PM Practitioner - March 2017 

Agile PM Foundation certification - October 2016

Prince 2 Foundation and Practitioner - 2014

ITIL V2 (2005) and V3 Foundation Certificates (2009)

COBIT V 4.1 Foundation Certificate on ICT Governance - 2009

ITIL V2 Practitioner Certificates on Service Level Management, Support and Restore, Change, Release and Control - 2006 - 2007

Project Management Professional (PMP) - 2005


Professional Associations

IT Service Management Forum Australia (ITSMFA)

Project Management Institute (PMI)

This resume is created in 7 minutes.
Professional Summary
Highly effective executive with over 18 years of experience in strategic business leadership and technology expertise and 8 years as a Lean Six Sigma practitioner. Proven ability in leading teams to new levels of performance by utilizing business acumen and targeted leadership of highly-matrixed environments that drive alignment and achievement of regional and corporate goals. Brings focus on ‘big picture' business impacts of technology projects: real costs, practical benefits, risks, and contingencies.
Leadership Benchmarks
  • Business Transformation : Established new IT organizational infrastructure and revitalized existing operations and business processes by implementing robust support services, business processes and practices to optimize how IT engage with business disciplines.
  • Strategic Planning : Drove technology systems, services, and operating strategies that automated core processes and enhanced the visitor experience.
  • Technology Delivery : Enabled revenue growth, costs savings, process automation and ROI increases through planning and integration of ERP, CRM, e-commerce, call center, content management, and other internal and third-party business systems.
  • Leadership :  Facilitated focus on high-priority projects with new governance standards/prioritization and processes; developed SOPs around project portfolio to manage requests.
Areas of Expertise
Strategic Vision/Tactical Execution ♦  Stakeholder  Management ♦ Vendor Management ♦ Strategic Planning ♦ Service Delivery ♦ Offshoring & Outsourcing ♦ IT Roadmaps ♦ Budget Management ♦ Project Management ♦ Portfolio Management ♦ ITIL ♦ IT Service Management ♦ Lean Six Sigma ♦ Operation Excellence Roadmaps ♦ Process Improvement ♦ Performance Management ♦ Change Management ♦ Lean Six Sigma Quality Improvement & Assurance (DMAIC) ♦ Cross-Functional Collaboration ♦ Digital Transformation
Work History
Regional IT & Operational Excellence Manager, Asia Pacific, 02/2014 to 10/2015
DLL, a subsidiary of Rabobank Group Singapore

Worked in a dual role managing both the IT and Operation Excellence teams in the region. Recruited to lead both functions through the organizational change to better align strategy, assets, and investments with organizational objectives. Ensured optimal technical operations by overseeing all aspects of IT, including system security/information management, corporate project management, application development, infrastructure management, data and technology operations, among other areas. Directed key initiatives to support business objectives and requirements.

  • Managed teams dispersed over 5 countries, responsible for process improvement and IT - Operations, Application support, Project Management, Service delivery and Service management.
  • Provided leadership in the region and aligned the IT and CI strategies to enable the business to become more effective and efficient in achieving business goals.
  • Responsible for the end to end delivery of IT services in-region, leveraging the IT governance framework that defines the working relationships and sharing of IT resource in the global IT organization, for the delivery of technology solutions and services to ensure business and customer satisfaction.
  • Achieved and maintained 99.99% infrastructure up-time through the implementation of processes and mechanisms to track system outages and service disruptions through Problem, Change and Release Management.
  • Drove the development of mobile applications and web portals that enhanced the business model and improve the overall experience of customers and partners.
  • Designed and developed a comprehensive metrics tracking system to monitor service delivery performance, customer metrics, LOB metrics, and this tool provided senior management reporting.
  • Deployed and facilitated Value Stream Management techniques, documented strategic process value streams and conducted lean assessments that identified improvement opportunities in processes to eliminate wastes by at least 50% and achieved over $1M in CI savings in the fiscal year 2015.
Service Delivery Manager, 06/2013 to 02/2014
Xerox Asia Services Singapore

Responsible for the P&L, management, planning and delivery of IT services for Johnson & Johnson offices in Asia Pacific region.

Managed 15 direct reports overseeing 3 teams (Service Desk, Desktop, Access Management). Services included technical support, build/deploy computers, asset management, mobile device management and processing security requests. Responsible for staffing, hiring, terminations, performance appraisals and promotions.

  • Spearheaded the continual improvement project to identify service gaps and opportunities thus improving customer satisfaction. An increase of over 20% in satisfaction rate was seen in the first month of project launch.
  • Increased first call resolution from 75% to 86%.
  • Reduced support costs by reviewing/developing new workflows and support processes.
  • Designed and developed a comprehensive metrics tracking system to monitor service delivery performance, customer metrics, LOB metrics, and this tool provided senior management reporting.
Global Service Desk Operations Manager , 08/2009 to 03/2013
Bank of New York Mellon Singapore
  • Member of the leadership team with responsibilities over 180+ analysts, providing technical support for 10,000+ customers globally, providing 24x7 support.
  • Spearheaded the setup of a regional service desk in Singapore followed by the integration of the regional desk to the global service desk.
  • Initiated service improvement initiatives with regional support teams to identify opportunities i.e for the Service Desk team to perform more detailed tests and checks on the first call thereby enabling more proactive work to be performed which resulted in an increase in first call and first level resolution numbers as well as the reduction in resolution time. 
  • Spearheaded the improvement project to streamline and standardize the regional new hire onboarding process as well as the reduction in turnaround time from three weeks to ten business days.
  • Spearheaded the continual improvement initiative to improve first level resolution rate. Achieved the target of 50% increase in the resolution rate in the first year using the Six Sigma approach. 
  • Institutionalized the implementation of Incident, Problem and Change Management process regionally that resulted in 60% drop in incidents achieved by prevention of re-occurrences through pro-active actions and splitting efforts into short/long term problem management.
Regional Service Lead , 06/2008 to 06/2009
Becton Dickson & Company Singapore
  • Primary point of contact between regional businesses and service providers for complex discussion, conflict management and ensured that Service Level Agreements (SLAs) are delivered 95% of the time.
  • Worked collaboratively with team members and vendors, administered $9 million budget, and played a key role in ensuring that Service Level Agreements (SLA)  are met 95% of the time.
  • Promoted environment of continuous customer service improvement; rolled out new methodology for collecting Client Services performance statistics to make decisions based on “Data”.
Regional IT Client Computing Lead, 06/2005 to 06/2008
Becton Dickinson & Company Singapore
  • Managed a team of 24 staff (regional Service Desk and Desktop support teams) providing support for over 10,000 users in 23 sites over 14 countries.
  • Collaborated cross-functionally as the single point of contact in driving project initiatives across diverse, regional geographies.
  • Spearheaded the company's first global hard-disk sanitization solution that met corporate policy, global requirements while fulfilling the required international security standards.
  • Implemented and institutionalized the company's first global Hardware Lifecycle and Disposal system and process.
  • Managed regular comprehensive IT audit; identified and addressed open issues involving IT security and compliance.
  • Involved in the planning, transition, implementation and change management of the outsourcing of IT services globally.
IT Technical Analyst & Regional Security Administrator, 06/2003 to 06/2005
Becton Dickinson & Company Singapore
  • Involved in the implementation of Sarbanes Oxley 404 program which consistently drove 50% reduction in audit findings on a year on year basis and also the implementation of a global set of IT general controls that can be considered “Best in Class” based on benchmarks identified.
  • Involved in the SAP rollout regionally as well as the security design and architecture and access role creation and user management for a user base of over 2,500.
System Analyst , 02/1999 to 04/2003
Hewlett Packard Singapore
  • Played a key role in design and development, pre- and post- implementation and resolution of complex problems throughout software development life cycle (SDLC), including the development of detailed program specifications and training of business users.
IT Engineer , 07/1996 to 01/1999
Murata Electronics Singapore
  • Pioneered the development of programs for the monitoring and tracking of product quality that resulted in 30% reduction in defective ratio.
Degree in Applied IT: Business Information Systems, 2005
University of Newcastle - Sydney
Diploma in Electronics,Computer & Communication Engineering: 1996
Nanyang Polytechnic - Singapore

Lean Six Sigma Black Belt Certification ▪ 2014

HDI Support Center Manager Certification ▪ 2012

Six Sigma Transitional Green Belt Certification ▪ 2007

ITIL Foundation Certification (V2/V3) ▪ 2007

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Professional Summary
Work History
Project/Client Manager, 11/2015 to Current
Brock Solutions Kitchener, ON
  • Worked directly with [departments, clients, management] to achieve [result] .
  • Directed planning, budgeting, vendor selection and quality assurance efforts.
  • Recommended process and systems improvements such as [Improvement description] .
  • Supervised the work of [Number] team members, offering constructive feedback on their work performance.
  • Monitored timelines and flagged potential issues to be addressed.
  • Coordinated design meetings and decisions across [Number] internal departments and teams.
  • Directed quality assurance efforts to maximize [Desired result] and minimize [Adverse effect] .
  • Collaborated with the [Department name] department to [Goal achieved] .
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Served as the main liaison between customers, management and sales team.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Developed and implemented complex Internet and Intranet applications on multiple platforms.
  • Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
  • Coordinated with systems partners to finalize designs and confirm requirements.
Delivery Manager, 03/2015 to 09/2015
Mozzaz Waterloo, ON
Senior Project Manager, BlackBerry
Bachelor of Science: Health Promotion, 2017
Auburn University - Auburn, AL
This resume is created in 7 minutes.
Devoted and innovative student at Northwestern Lineman College with a relentless work ethic, who enjoys being a productive and progressive team member. Working with a core value of utmost safety in mind, completing the preparation, installation, and operation of overhead and underground transmission and distribution electrical systems in a positive and professional manner. This attitude translates into respectful and effective written and verbal skills. Computer literate, academically inclined, and highly coachable, this critical thinker prides himself on his integrity and ability to make informed decisions. This candidate is physically fit and ready to commit to a  career at Southern California Edison that has an inspiring vision and leading the industry in safely providing, affordable and reliable electricity for over 125 years.
Certifications, Skills and Awards
  • CPR/First Aide
  • OSHA 10 Hour
  • Certified Climber
  • Pole-Top Rescue
  • Enclosed-Space Rescue
  • Line Truck Operation
  • Replacing Poles Up to 55ft 
  • Safety meetings
  • Aerial-Lift Rescue 
  • NCCO Crane Operator
  • Metering
  • CA Class A CDL
  • CDL Hazmat and Tanker Endorsements
  • Dana Hills Varsity Lacrosse Captain 2008-2009
  • South Coast League Mens Lacrosse Honorable Mention 2009
Lineman Program 2018 Northwestern Lineman College Oroville, CA

Subjects studied: -Electrical Grid 1 & 2    -Rigging    -Working on Lines Equipment    -Transformers    -Metering    -OSHA 10 hour for Power Delivery    -Career Planning and Strategies    -Peer-to-Peer Tutor

Bachelor of Arts: Marketing 2013 University of Hawaii at Manoa, Shidler College of Business Honolulu, HI American Marketing Association
Associate of Arts: Business Management 2011 Saddleback College Mission Viejo, CA SaddleBack College Dean's List 2009 and 2010/Phi Theta Kappa Honor Society 
Construction, Land Scape and Renovations 10/2008 to 11/2017 Tuley Property Management Ontario, CA
  • Completed indoor and outdoor residential construction projects.
  • Consistently worked to construction standards utilizing blue prints, have never received code violations on any projects.
  • Trained in plumbing, carpentry, painting, machine servicing and installation.
  • Regularly worked at height 30ft+
  • Operate skid steer, bobcat, and stump grinder
  • Worked long hours performing heavy labor such as ditch digging, paving, tree trimming, and hauling.
  • Trenched and laid underground conduit. 
  • Tested, preformed trouble shooting, and operated a variety of electrical components and systems.
Bartender 03/2016 to 10/2017 Rooftop Bar and Lounge Laguna Beach, CA
  • Promoted from Busser to Bartender within 7 months of employment
  • High sales performance award
  • Maintained relationships with regular customers which resulted in high revenue for posted shifts
Event Bartender 03/2016 to 08/2017 Patron Promotional Events Orange County, CA
  • Chosen from pool of applicants to represent brand at promotional events
  • Maintained professional relationship with management that lead to multiple rehire opportunities
  • Provided prompt, efficient, friendly, and quality service at all times, while working 12+ Hour shifts
Small Business Owner/ Founder 08/2015 to 01/2017 Saltwater Savages Co. Dana Point, CA
  • Built innovative production processes from scratch for cutting-edge motorcycles and parts
  • Mechanical engineering of motors, fabrication and restoration of motorcycles and classic cars.
  • Identified design, process and equipment options to satisfy client needs, minimize costs and limit potential operational problems.
  • Extensive trouble shooting of DC electrical systems.
  • Installing internal wiring
  • Formulated a comprehensive business plan, complete with clear and actionable sales goals and targets
Warehouse and Delivery Manager 02/2015 to 07/2015 Gold Coast Events & Party Hire Molendinar, QLD Supervised material flow, storage and order fulfillment. Unloaded, picked, staged and loaded products for events. Managed set organization of, set up, and tare down of party rental equipment. Key member of distribution operations team, which coordinated shipments throughout the Gold Coast.  
Internship 12/2012 to 01/2014 New York Life Insurance Company Honolulu, HI
  • Selected for internship at New York Life as a College Senior
  • Acquired licence to sell insurance as a registered Life Insurance Agent
  • Offered employment at New York Life at completion of Internship