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Work Background
SITATransition Manager
May. 2007Reporting to the Senior Manager of Service Design & Delivery (Delivery Transition). Responsible for leading and managing activities to deploy new IT support services for global airline transport industry customers. • Managed high visibility projects to transition support from Delivery to Operations for numerous major SITA ATI customers
• Developed Delivery Transition Cloud Activation process to streamline activation of support for SITA’s ATI Cloud customers
• Utilized knowledge of PMI/PMP and ITIL methodologies, service desk, and network/server management to define customer support solutions
• Led Global Operations Delivery Transition team members in a wide range of process activities to implement and document support solutions beginning with the contract and statement of work through to service development, testing, and final delivery of support services.
CP ShipsSystems Support Manager
May. 1997 - Oct. 2006Reported to Global Support Manager, UK. Managed team of 8 direct reports. Supported 34 North American offices and 800 users. • Co-managed with global project manager the $1.2 million restructuring of the Montreal IT systems from three offices into one and the implementation of IP telephony completed on time and within budget. • Led and project managed $160,000.00 integration of two main Chicago area office’s IT systems whose timely completion within budget resulted in the savings of one million dollars.
• Eliminated unneeded legacy maintenance contracts, reduced infrastructure spending, and transferred software licensing to global level reducing the yearly IT budget from 3 to 1 million dollars.
• Directed numerous software and hardware rollouts throughout North America while continuing to maintain efficient 1st and 2nd level end user and server/network/enterprise application systems support.
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