Executive Account Manager

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Executive Account Manager
Location Confidential
North Carolina
Willing to Relocate
$150,000 to $300,000

Resume Summary
My career history is in Information Technology strategic planning and delivery of operational infrastructure services excellence and account management. I Possess a significant track record for developing strategies, building capabilities and achieving results across global locations for out-sourced clients.


A highly skilled IT executive with over 20 years of cross-platform experience as a technical, management, program management, and account management leader servicing large clients. Possesses extensive Financial Services industry experience supporting large, complex IT infrastructures. A strategic thinker and accomplished problem solver having held key position such as Project Manager, System Administrator, First and Second Line Manager and Delivery Project Executive. Recognized for meeting and exceeding client commitments while possessing a deep understanding of service delivery from both a technical and client facing account management perspective. Extensive pre and post sales experience. A strong track record for building value by leading high-performance teams that deliver innovative and scalable solutions with an intense focus on quality and sense of urgency. A fluid and proactive management style that encompasses team work, integrity, straight talk, forward thinking and accountability while always striving for win-win outcomes.

Technical and Operational Excellence
- Manages the integration and day to day delivery of Cloud Services (SoftLayer) into IBMs Managed Services model
-Leads Operational Excellence Governance reviews with the CIO and his direct reports
- Facilitates daily hot topic" forums with Delivery Team and Client Executive Team to identify actionable areas for continuous process improvement; balance competing stakeholder interests while driving for 100% availability of the Client's infrastructure
- Reduced expedited change rate and increased change success rates
- Consistently meets and achieves SLA/SLO attainment
- Drives Defect Prevention, firmware, software currency and patching programs
- Successfully completed Disaster Recovery exercises
- Relocated Combined Insurance data center
- Implemented XIV Storage
- Improved wide-area network performance through the introduction of WAN acceleration devices for improved remote office support

Business Development
- 2015: Lead engagement and pre sales activities to integrate SoftLayer Cloud Services into the Ameriprise contract
- 2012: Participated as an account team subject matter expert in the renegotiation of the Ameriprise  IBM contract
- 2010: Lead engagement activities to increase service offerings to include PGP Desktop encryption, Disaster Recovery Services and Virtual Desktop as a Service at ACE Insurance
- 2009: Led engagement renegotiation resulting in $65M of additional TCV and 8 year
contract extension; established business case for expanding scope of existing contract and led negotiations resulting in $45M of additional TCV at ACE Insurance

Project Leadership
- Leads a geographically dispersed Team of Service Delivery resources comprised of 400 Global and US-based resources to facilitate full outsourcing agreement obligations
- Implemented Tivoli Workload Scheduler (TWS) in displacement of Control-M
- Delivered on all tiers of storage commitments, exceeding 2.2PB of storage
- Led and completed 14 large transition and transformation projects in 2010 and 36 in 2012
- Led introduction of new governance checkpoints, including 48 service delivery improvement actions; executed enterprise-wide Infrastructure Transition and Transformation

Value Creation
Introduced cost effective new technologies and innovation into the solution mix where appropriate including Standard Toolset, Enterprise Hardware & Software Standards, Standard Processes and Procedures for all infrastructure services, Virtualized Server Environments,Server Migration to Centralized Location, Distributed Storage, Dynamic Automation, IPAS Systems and SoftLayer Cloud Services

IBM Global Services  1995 to Present
10/2011-Present, Delivery Project Executive Ameriprise Financial - Minneapolis, MN
8/2007-10/2011, Delivery Project Executive ACE INA Holdings Inc - Philadelphia, PA
10/2005-8/2007, Delivery Project Executive, ABN AMRO  Chicago, IL
9/2004-10/2005, Delivery Project Executive, Nationwide Insurance  Columbus, OH
9/1998-9/2004, First & Second Line Manager of Technical Resources
10/1995-9/1998, Project Manager & System Administrator

IBM Account Management - Delivery Project Executive
- Responsible for the day to day operational and contractual deliverables for all client IT infrastructure, customer relations, service levels, timely PCR completion, RCA completion, audit readiness, staffing, financials management (> $100M/year in costs) and recovery management with over 300 IBM employees providing account support.
- Responsible for Transformation and Infrastructure Programs for Ameriprise Financial, and ABN AMROs North America infrastructure. Ameriprise Scope included Replacing 2 mainframes, 1500 servers, distributed storage and network devices. ABN AMRO Scope included Help Desk migration to Toronto, Lotus Domino Migration, Windows NT4 Retail Branch migration to Windows 3k (500 Branches 7000 Workstations) ABN Data Center build outs for UMI readiness and tape encryption solution for North America

IBM First & Second Line Manager
- Managed and was responsible for the delivery of the Level 3 System Administration function for the eBusiness Web Hosting and e-Commerce offerings; responsible for an organization of 135 employees with 9 Direct Report First Lines

IBM Project Manager & System Administrator
- Project Managed the on time delivery of transition services for the following IBM Managed Operations Transitions: Phillips, GE Capital, and Ryder.
- Provided Level 3 System Administration support for IBM Manage Operations clients.
First Chicago-National Bank of Detroit  1993 to 1995: Senior LAN Administrator
- Trained customers in the use of LAN based communication servers, LAN based file and application servers, and LAN based desktop and mobile PCs
- Responsible for the planning, implementation, training and support of a 70-server Novell NetWare based LAN and WAN for 1000 customers throughout Michigan
- Designed and implemented a LAN based cc:Mail (electronic mail) system for the corporation

Royal Maccabees Insurance  1986 to 1993: LAN Administrator
- Responsible for the planning, implementation, training and support of a 40-server Novell NetWare based LAN and WAN for 750 customers in Michigan and New York
- Served as a subject matter expert in the evaluation and implementation of servers, server based tools, and PC based technology
- Implemented and supported OS/2 and Microsoft Windows PCs

Electronic Data Systems (EDS)  1985 to 1986: Systems Engineer
Provided integration and programming services for server and PC based technology, across multiple projects for the automotive industry

BBA  Information Systems & Operations Management - 1985
University of Toledo, College of Business Administration

Project Executive in the Delivery Project (DPE) Specialization July, 31 2013

100 Percent Club for 2012, 2014 and 2015
Eminence Award for 2012 & 2014
2011 Recipient of IBM Means Service award
2010 Recipient of IBMs Golden Circle and 100 Percent Club awards

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