RALPH ANDERSON
rhanderson@hotmail.com
SUMMARY
Versatile and seasoned information technology
professional with demonstrated strengths and proven leadership excellence in the
performance of line operations, program and project management, service
delivery relationship, and consultative roles.
Background in strategic and tactical planning, systems development and
implementation, data center and service desk management, technical personnel resource
management, service delivery assurance, process development, high profile
projects and service optimization programs execution. Experience in organizational transformation, diversity,
and mentoring programs. Senior level
management industry experience includes: Finance, Manufacturing, Distribution, Pharmaceutical,
Insurance, Military Intelligence and Consulting Services. Hands on experience with:
|
Outsourcing & Transition Management |
Production Assurance (Incident, Problem,
Change Management) |
Service Level & Process Improvement
Management |
|
|
Program & Project Management |
Customer Relationship & Contact Management |
|
|
Systems & Applications Development |
Infrastructure Assessments & Reviews |
PROFESSIONAL EXPERIENCE
JPMORGAN CHASE & CO.,
IT Risk & Security Global Account Management, Vice
President / Director
Managed business and service
provider aligned team, focusing on risk and security management issues
resolution and proactive service improvement opportunities. Defined an operations performance framework utilizing
incident, change, problem, and service request key performance indicators,
measurements, and business / service provider aligned dashboards to track and report
service level compliance and improvement opportunities for business executives,
managers and operations personnel.
· Standardized and streamlined processes reducing
incident assignment groups from 127 to 43, achievement of a 90% Help Desk first
call resolution, and a reduction in service request escalations by 62% over a
twelve month period.
·
Achieved a
decrease, 2006 vs. 2007, of 105,000 Help Desk handled incidents and $1.5 MM in
indirect expense through issues elimination and increased automation
penetration. Self help password reset
expansion, had a direct Help Desk call handling reduction impact of 92,000
calls annually.
·
Increased the
turn around fulfillment of Investment Bank line of business account
administration service requests from 50% in 3 days to over 90%, within a 45 day
period.
Managed a large global team
of incident, problem, change, and performance analysis and reporting
professionals. Performed a critical 24/7
production availability management function, acting as the single point of
contact of accountability for incidents that involved infrastructure
components.
·
Managed the
infrastructure service level management, performance analysis and measurement process,
conducted weekly executive level service
improvement forums, generated scorecard metrics, and drove proactive trending
and analysis. Averaged 4,500 changes and
12 Severity 1 issues monthly.
·
Provided 24/7 technology
infrastructure
·
Decreased
organization budget by 36%, a $3.8 MM expense reduction achievement.
RALPH
IBM GLOBAL SERVICES,
Service Delivery Business Management Office & Assurance,
Manager
Service Delivery Production Readiness and Assurance interface: Managed team that rectified technology issues, maintained proactive communications between customer and technology service providers, ensured operational metrics were reflective of the customer experience, and provided governance of continuous improvement plans.
·
Production
Support Services team lead for JPMC / IBM contract termination and transition efforts.
·
Implemented and managed command center process
for major planned and unplanned events.
Business Office Management, governance: Provided financial expense, order management, organizational optimization, personnel continuity, personal asset, audit support and compliance, production implementation certification, and IT control policy compliance assurance control for the infrastructure services organization.
·
Defined JPMC account
SLM process model. Terms & Conditions
centered on 900 plus data points.
·
Implemented new account
order management process from initiation to payment reconciliation. Improved process time, reducing 50 plus
business days from scope validation to delivery.
·
Achieved
personnel efficiency savings of $11.2 MM (2003) and $29.2 MM (2004).
JPMORGAN CHASE & CO.,
Operations Resource Management, Vice
President / Director
Provided
governance, administrative, and financial support for global mainframe,
midrange, and distributed computing infrastructure platforms composed of over
1,800 staff and a $575 MM budget.
·
Achieved savings
in access of $45 MM through an aggressive cost reduction program.
·
Executed infrastructure
function(s) assessments and managed programs in support of consolidation and
standardization efforts.
Projects / Program Resource Management,
Vice President / Director
Managed
over 250 global technical support resources (e.g., Network Planning, UNIX,
Storage Management) in support of customer or infrastructure generated
projects, service requests, and level three production support issues.
Service Delivery Management, Vice
President
Managed
internal customer facing service delivery relationship team, as primary
Treasury & Security Services line of business interface in support of incident
ownership and customer account management on a 24x7 basis, including resource
coordination, customer management, dispute and technical resolution management,
and communications at various levels in support of tactical and strategic
service engagements.
Managed
24/7 technology Help Desk facility accountable for global strategy development,
business plan implementation, reengineering, optimization, and infrastructure
management of 200 plus people worldwide, handling 3.6 MM calls annually.
·
Consolidated 12
Help Desks into 4 regional support centers.
$2.5 MM in expense savings achieved.
·
Outsourced
Microsoft Office product suite and desktop “break fix” aligned support
services.
·
Member of
corporate wide project team, responsible for generating, costing reduction
ideas, presenting them for approval, planning, and implementation with a $400 MM
expense reduction target.
·
Provided
presentations at the IRS, Gartner Group, International Business Communications,
Verity Group, and International Quality Productivity Group Conferences.
·
Provided hands on
Help Desk consultation services to the IRS and the U.S. Customs Department.
RALPH
Managed
a large scale mission critical 24/7 data center, responsible for multi platform
operations, Service Desk, problem management, automation, training, and
contingency planning functions.
·
Coordinated new
facility people moves and upgraded 6,500 desktop PCs, including build,
distribution of new equipment, and disposal of displaced equipment. $20 MM project responsibility.
·
Defined and
implemented Outsourcer provided desktop break fix support for over 10,000
users.
·
Consolidated multi
hardware platform data center into existing environment, saving $2 MM annually.
·
Achieved data
center efficiency program savings in excess of $300 M.
Internal data center
consultant with engagements globally in numerous program and project
activities.
·
Instrumental in
the consolidation of over 100 enterprise data centers into 3 regional.
·
Developed and
implemented chargeback methodology for data center services expense recovery.
·
Defined and
implemented 39 functional element standard data center assessment methodology.
PREVIOUS POSITIONS INCLUDE:
CAP GEMINI
Regional Projects Director/ Senior Management
Consultant
Provided regional marketing
and technical support, proposal development, implementation and accountability
for major client projects. Provided MVS
operating system conversion support services.
COOPER INDUSTRIES, WAGNER DIVISION,
Director Information Services
Managed
BECTON DICKINSON AND COMPANY, Paramus, New Jersey
Manager Computer Services
Responsible for the
management of corporate data center operations, data communications and office
automation functions. Consolidated
regional data center operations and outsourced processing into new corporate
data center environment. Constructed new
corporate and European based data centers.
LLOYD ELECTRONICS,
Manager Computer Operations
Managed technology operations
with responsibility for data center relocation and construction.
EDUCATION
Masters of Science, Technology Management
Stevens Institute of Technology,
Bachelors of Business Administration, Computer Science & Management
Pace University,
Associates in Applied Science, Data Processing
TRAINING
Leadership Development Program
Center for Creative Leadership,