Summary


IT Service Manager - Chief Software Architect
Project Manager, problem solver, service delivery manager and operational leader with a 15+ year history of outstanding project management and over 20 years in the service delivery IT field. My strengths lay in the development of projects, the monitoring and analysis of ongoing projects and the organization and management of IT services based upon SLA s and OLA s. Industry expert at technical resource management ensuring good working relationships with stakeholders and customers. Able to align competing interests and achieve on-time, on-budget completion for large, high-value projects. Committed to productivity, exemplary superior customer service, high quality communications and efficient time management, with prowess in process improvement, process streamlining, project performance reviews, risk monitoring and mitigation. Mentor and coach and trainer who excels at developing strong team relationships while promoting individual accountability. Multi-industry comprehensive technical experience, superior relationship management skills and dedication to professional development.
Making things happen
An accomplished Service Delivery Manager with proven abilities to design and implement effective strategies, to build technical service departments from scratch and rebuild service departments that are no longer effective. A strong experience in developing new or streamlining old processes, managing resources to produce profit, generating savings and service offerings. Proven ability to streamline projects to bring them back into alignment with the budget and scheduling, overseeing sub-contractors and vendors making sure they fulfill their contractual agreements as not to delay the project or SLA s.A business experience that allows me to align projects with the customers business needs, manage strategic relationships with business partners, prepare customer proposals with budgets and work plans, alternative technical planning for customer solutions ; infrastructure and software upgrade, team management, project completion in-time and in budget based upon project scope and range using PM methodologies and ITIL methodologies.


Overall 15 years Project and Technical Service Management experience doing large scale projects $3.5 Million and multiple concurrent projects, designing in-house and field service departments. Projects ranging from network and system installations, software and hardware migration and upgrade, testing Lab design and IT Department re-design, Top Secret Communications Installation.
complimented for my ability to get things done against all odds, pulling failed projects back on track and working closely with business partners, salvaging dysfunctional technical and desktop service departments with poor customer service ratings turning them into high quality service groups.
Designed based upon process productivity training - certification the front end GUI UI for user technical service request software and the technician-fault or incident service ticket software USD. User Interface design for ease of use with programs, requests and reporting.
An extensive knowledge and experience across industries allows me to think outside of my primary profession providing unique and timely solutions with a multitude of different wide ranging skill sets.
Prepare staffing plans, skill and labour requirements, recruiting, interviewing and assigning staff to projects, hiring, firing, training, mentoring, training or secures training to get the job done.
Listen, Listen, Listen and ask questions To ensure plans and solutions meet the needs of our business partners now and in the future and update plans to support changing needs.
experience includes ; Hardware, software, organization, strategic planner with excellent decision-making, problem solving and analytical abilities, financial responsibility, problem management, manage resources, superior customer service skills Making things happen
Proficient in Word, Excel, PowerPoint, Project, Primavera, Visio, teams, quality and performance standards, quality, scope, communications, negotiations, vendor watchdog, feedback, requirements gathering, analysis, planning, negotiating schedules, milestones and resources, win-win, Risk Management, multiple programs and prioritization
Able to anticipate risk and other issues in order to maintain budget and schedules for on-time completion.
Reputation for writing clear and concise reports and communications for technical and non-technical users.
though I no write code, I am still able to analyze software code in multiple languages which gives me a strong understanding of the software and application lifecycle.
Bachelor s degree in business BS,, Associates in Computer Technology AAS, working on Masters in MIS MS, PM and ITIL Certifications are currently in progress I have used these practices for over 10 years.
Business-driven, bottom-line communication and decision making : An in-depth understanding of the business goals of company strategy in relation to the speed and completion of a project that is in alignment with the business bottom line. Being able to lead the project through the craziness with the business goals firmly in front and provide executives the information they need and the pushback they need on unreasonable demands : all in a framework the executives will understand.
Operational responsibility and ownership of making sure projects and services are being delivered based upon OLA s, SLA s and Project Scope.
Experienced in understanding client s requirements, participating in design scope discussions, planning the project, establishing the Work Breakdown, project benchmarking, functionalities and technologies and manage all aspects and execution of the project.
Manage Team related issues, manage project updates to stakeholders and reduce time wasting information and useless meetings in favour of quality information, reports and meetings.
Actual hands on experience in setting-up and installing networks Cisco routers and switches, HP ProCurve routers and switches, subnets, optical fiber installation and upgrades, desktop upgrades, software migration from Novel to Microsoft, upgrade migration from older operating systems to newer desktop and server OS, upgrading software, designing software and User Interface, Servers Domain, FTP, ISA, Web, Cluster configurations, scheduling and most important is making everything work as planned.
Management or Project Management Skills
Select and manage personnel for IT department and special projects, train personnel, evaluates and enhance individual performance. Team creation, motivation, rewards and provided bonuses and promotions in budget and guidelines.
Identification and involvement of all stakeholders internal and external.
Develop Budgets, SOW, Scope, purchases, requisitions, track costs, monitor expenses.
Expand services contract to include desktop, networks, wireless, VoIP, Server Administrator, etcetera
Work with Engineering and executives, developing installation plans, software testing plans.
Coordinate service scheduling, manpower requirements, service process implementation, work planning schedule and breakdown.
Provide efficient management updates, status reports to all stakeholders.
Perform dynamic ongoing review of program status, issues, risks, results and changes.
Interface with Managers, team members, Manage Clients and other stockholders.
Establish and agree upon benchmarks for project metrics.
Maintain established level of quality and customer satisfaction.
Strong analytical abilities, Leadership, problem solving, Team creation and building, able to deal with ambiguity and change, responsible for lifecycle of project.
Experienced with PM and Business software, general accounting, quality control, using quality policies and procedures, interpersonal skills, communication and presentation skills.
Able to travel and relocate internationally if needed.
Team building and development, team identification and motivation.
Responsible the buck stops here. With a Can-Do outlook Making things happen.
Tools : PMI and ITIL methodologies, ROI, EVA, Critical Path analysis, Gantt Charts, Project Presentation, scope management, risk management and mitigation strategies, communication management, change management, business and ethical values of a project, SLA s, OLA s, in-house and Field service management.
Responsible for day to day delivery of services, managing infrastructure service providers, providing direction and review of all services and contracts, develop delivery dates, gather data, create reports and presentations.
Responsible to provide leadership and good decisions when emergencies arise, provide direction and leadership to project teams, head change management improving processes, customer service, best practices, productivity analysis, financial analysis and be the mechanism for making things better and getting things done.
Administer all phases of projects for full lifecycle, Planning, architecture, design and development of all project aspects from Change Management to Risk mitigation, using previous models and projects to springboard current projects.
With a business degree and experience ; and understanding of business management, S and L, P and L, budgeting, financial analysis, understanding of business processes and the cognizance and ability to improve many processes, an understanding of the different business models and underlying technical workings of different systems used.
Documentation and tracking
Setup and designed the software testing procedures for HP LaserJet hardware.
Wrote the procedures manual for field technicians integrating Laser Jet printers into Novel Server systems NDPS and Binary.
Wrote the driver install procedures manual for customer services.
Compiled and wrote quarterly financial reports for the R and D IT department.
Established and wrote the setup procedures for configuring all servers to the network.
Develop work statements SOW and scope statements for small to medium sized projects.
Perform ongoing program and IT reviews to maintain objective, status and focus.
Report monthly to upper Management on activities and status.
Use Project for scheduling of projects 2003, 2007.
Use Office for reports and budget snapshots.
Write team member evaluations.
Write job position descriptions.
Wrote the Driver testing manual for HP Laser Jet driver testing procedures increasing bug detection by 35%
Wrote the Printer software troubleshooting manual section for HP LaserJet printers.
Report monthly to upper Management on activities and status.
Customer Service
Maintaining superior customer relations with all stakeholders, vendors, managers and team members, special problem resolution to maintain scheduling and quality.
Training Field Service technologist proper form and how to achieve superior customer service based on SLA s and customer interaction.
Everybody is a customer team members, vendors, managers ; and by treating everybody as such, the project or service department becomes a unified effort that everybody takes some level of responsibility and ownership for improving quality and reducing waste.
Received numerous letters of recommendation from customers for professionalism, customer service and completion of the job, quality work and follow-up.
Upon seeing that DirecTV has the highest level of Customer Service Quality in the country, I joined their company for 1 year in order to learn their higher quality process and the application of superior customer service. This has helped me to understand and apply quality customer service principles in my Project Management efforts.
Other skills and selected software use
USD incident reporting software, Primavera P3, Office 2003/2007, Project 2003/2007, PowerPoint, ITIL and PMP project methodologies. Experience and ability in application development, hardware and Enterprise infrastructure... all levels of service management from field service, in-house service, desktop and corporate management interactions. Some additional limited knowledge and experience in construction and architecture, open pit mining operations, marine propulsion design and sailboat building, mechanical or Electrical or Electronics engineering, manufacturing, Research and Development, environmental and others.
Selected Representative Projects
See last page for Chronology and Work History Dates
COMPUTER SCIENCE CORPORATION CSC,
Winnemucca, Nevada 14.7B global consulting, system integration and outsourcing firm.
Senior Field Technologist and Project Manager
Mentored senior technicians and coordinated the Nevada supply chain on a contract to maintain, install and upgrade phones, network, desktop and all information technology functions for Newmont, the world s largest gold mining company. Traveled extensively to oversee installations, procure equipment and take new systems online. Defined project plans and scope and managed execution.
Newmont Gold Mining Corporation, Project Management and Field Operations
Transformed the east-west supply chain and saved approximately $15K through a new logistics tracking system that accelerated product delivery and reduced parts losses.
Analyze SLA matrix and make adjustments to improve services, solution turnover and quality.
Attend international meetings making suggestions for process, service and quality improvements.
Salvaged a poorly organized $300K computer renewal project and set the stage for a $1M large-scale system renewal engagement.
Took over a failing project for the installation of a VoIP networks at 3 mine sites, delivering the project on time despite poor scheduling and inadequate planning by the original project manager.
Maintained a service department ticket turnaround time of 3 days or less in the technology service group against a company-wide average of 1.5 weeks and established a follow-up process to ensure customer satisfaction with resolutions this was associated with the SLA s and service matrix changes that I incorporated in my project.
Achieved an unprecedented level of customer service at mine sites, introducing a customer service policy that turned around historically poor customer relationship management.
Won numerous quality, service and performance awards from both CSC and Newmont.
Hands on experience in installing and punching down Telecomm systems, contracting fiber Optics installation, network cabling Part of the upgrade project that I completed with vendors and subcontractors.
Hands on installation and troubleshooting of Cisco Networks, interconnected through microwave relay systems. the monitoring and contract negotiation for the installation of optical fiber lines, equipment installation, sub-netting, scheduling, reporting, etc
Oversee the troubleshooting of hardware and software issues that other senior field technical staff were not able to handle ; replacing boards or equipment, cables and connectors.
Knowledge in WAN/LAN protocols, TCP/IP, twisted pair, fiber, Wireless network installation.
Project for Installing print servers, domain servers, file servers, web servers and file servers NT, 2000, 2003XP, desktop renewal replacement repair.
Conduct performance reviews, training, writing evaluations, recommendations, proposals for risk mitigation and change management, manage emergencies, escalations and resolutions for mission compromising issues.
Write and evaluate proposals, generate department budget, future assumptions and possible risk to be encountered.
Resource management based upon a 24/7/365 operation schedule.
Provide leadership to technical customer service teams focused on improving processes that effect customer satisfaction and productivity.
Train, coach and mentor service delivery teams in optimal operations processes and best practice philosophy and application based upon ITIL methodologies.
DBY IT CONSULTING or ABS, LLC,
Boise, Idaho
Independent Project Management Consultant for technology, biohazard disposal and cleanup projects. Plan, direct, implement and oversee all company processes, procedures, projects, resources and services. Solely responsible for business development, project management, development, client satisfaction, accounting, service and all other tasks related to running the business.
Founder and Principal
Installed and upgraded computers and networks in small and mid-size offices. Managed server upgrades. Oversaw complete biohazard cleanup negotiated vendor and subcontractor contracts.
Instigated a contract with White Cloud Mountain Coffee for R and D services to design and build a Proof of concept product for White Cloud Coffee .I conferred with all stakeholders in the requirements of the commercial product, set up a scope and with signoff of the owner of White Cloud ; I developed the alpha and Beta models. This project was concluded with the satisfaction of the stakeholders, it was delivered in budget and in the requested amount of time. The budget for this small project was $23k.
I was enlisted to design a second product for packaging process of fresh coffee beans for shipment.
Set up a contract with Green Peace Fine Foods Canada to remodel the it services and processes, change and train the department managers to be more effective and efficient
Development and implementation of a monthly news letter with coupons selected for each current customer.
Expanded a contract to upgrade the IS system to be able to meet future needs.
Led customer service computer upgrade for 1200 systems as a subcontractor with DirecTV.
Responsible for creating offers, scheduling and maintaining schedules, contract monitoring, risk management and critical path maintenance/ monitoring.
Delivered seminars, workshops and individualized training for police and fire departments on handling biological remediation issues during and after and incident.
HEWLETT-PACKARD, Boise, Idaho 16.4B World leader in printers, servers, networking and R and D.
IT Manager, Spy Lab R and D testing IT project Manager IT Manager for the Spy Lab that accomplished detailed testing of software and firmware associated with the HP Lazar Printers. Also was 1 of the In-house project manager that put SOW, WBS, scope, scheduling, reporting, risk mitigation, etc., for a multitude of specific projects concurrently. This included the extensive use of my engineering and technical experience and managing the lifecycle of these projects : Designed the original Software Testing Lab Spy Team Hardware and Testing Procedures. The budget on this original project was $100k that included setting up 50 testing stations, a server farm of 14 servers and images of Windows 95, 98, ME, NT, 2000 and XP in 24 different languages that would load when required .I wrote the testing procedures for testing compatibility and functionality of the drivers for Laser Jet Printers.
Expanded a contract and given the task of designing a new state of the art testing lab for HP
Recruited and Managed up to 15 employees. Allocating workload, developing project scope and schedules and oversee design, implementation and deployment of the project.
Supervised testing and troubleshooting. Authored reports and delivered presentations. Approved major purchases. Put together the budget and presented the technical budget to upper management $750000.00 annually
Selected as primary contact to manage Novel integration problems for Mercedes-Daimler, contributing to retention of the multimillion dollar European account.
Responsible for leading the internal R and D development of $1M project for a internal software testing Lab. Increasing the quality of the Laser printer software and firmware that helped HP to gain a 2% increase of international market share for LaserJet printers. Hewlett Packard
Saved $45k by reconfiguring and reusing legacy equipment for low priority and specialized usages.
Designed the complete work pattern layout of the lab, the server testing protocol and procedures, the internal network, various testing format images for the Operating Systems, engineering test administrative procedures, time scheduling, etc
Set up and maintained all servers in-house and testing NT, 2000
Maintained all desktop systems for testing, using 27 different languages and OS configurations
Accomplished Alpha testing for all new Intel and Microsoft hardware and software.
Establish and maintain good working relationship with clients, vendors, users, service providers, product managers and specific project team members.
Maintain frequent high quality communications with executives, management and all other affected individuals/ areas of project and support, holding project meetings, reviewing project plans, current and historical financial performance, project scope and key assumptions, dates, etc.
Responsible for the day-to-day delivery of services, successful execution and implementation of projects, services and support in the department.
IMPAC
Corp., International Locations Canada and US
Leading management productivity improvement consultancy.
Productivity and Process Project Manager processed, procedures and paperwork for a variety of companies and functional groups to identify opportunities for increased efficiency, reduced workload and streamlined information flow. Worked with such businesses as a Canadian grocery store chain, an Idaho potato factory and a spirit distribution company
Reporting directly to the senior project manager for all projects my responsibility included the service deliveries fro all IT aspects for all projects. The primary issue at hand was for me to complete a total IT department analysis. With that information I sold to the business stakeholders a new reconfigured of the majority of processes and procedures that were used by the client IT/IS department, rebuilding their network, redesigning the server system and desktop technical maintenance, redeployment and migration.
Associated food chain stores Canada
Simplot potato processing plant in Hayden Idaho
Specialty Plastics and Fabrication Inc Boise Idaho
National Wine and Spirits, Inc Indianapolis, Indiana
Leveraged experience in process improvement, training and change management to introduce changes that saved $200K for a plastic fabrication company.
contributing to Simplot Hayden potato plant increasing revenue by $1million per year by making key process changes in productivity controls and changes to the product line that reduced waste by 15% Simplot Corp.Hayden plant
Increased efficiency and order throughput of a spirits distribution company by redesigning the legacy software interface, upgrading the database data collection processes, re-designing the GUI and sales force ordering system.
Trained Managers and supervisors in needed skills for business operations and department administration in order to maximize time and productivity.
USAF
Projects or Worldwide Top Secret Communications
Sent to several locations around the world with the requirements of selecting my own team, setting up the scheduling, requesting and coordinating Top Secret equipment to be delivered .I was directly responsible for the overall project and the actual installation of TS equipment in the command center or specific requested location of the base and connected to the Communications center in a secure way. The budget for all of these projects 4 in all was over $3.5 million. Responsible for scheduling, risk management, team building and growth and the scope, budget and time tradeoff.
Green Island Project
Volunteer Director and International Coordinator : This is a long term project that is a year in the making so far. The vision statement describes what it is about : Development for the sustainability of future generations It is a network of volunteers worldwide volunteering their time to put together a long term project that will research and develop technologies and products for the growth, development and sustainability of the earth for our children and future generations. Responsible for all business operations, projects, coordination and attracting volunteers this is accomplished on the week-ends only.


Employment

2007 -  2008

2006 -  2007

2002 -  2006
Consultant

1999 -  2002
IT/Project Manager

1997 -  1998
Productivity and Process Analysis Consultant

1996 -  1997
Technical Engineer

1995 -  1996

1994 -  1995
Technical Project Manager

Education

Training

Copies of certification , degrees , current studies , publications and affiliations are available
MS , Management Information Systems , U of Phoenix . in progress Current GPA : 3.67
Project Management methodology course completed - - U of Phoenix . Masters Program
Program Management Certification Program in progress
BS , Business Administration , University of Oregon Eugene Oregon
AAS , Computer Technology , Utah Technical College , SLC , Utah
CCA Certified Metaframe administrator basic

Network + Certification CompTIA
TOP SECRET Communications System Repair Certification 1 year school USAF
TOP SECRET Communications International Installation Project Management Certification USAF
HP ProCurve certified network administration
Administering Windows NT 4.0 Server
Microsoft MCP
Certified in Biological Hazard Remediation ABRA and ABHS
USAF Top Secret Clearance with SBI no longer current or active
Member of the Association of Productivity Specialists APS
Member of the Project Management Institute PMI
Member of the Homeland Security Leadership Alliance


Publications

Wrote the technical integration manual for integrating HP print drivers with the Novel server operating system
Wrote the Printer software troubleshooting manual section for HP LaserJet printers
Wrote the Driver testing manual for HP Laser Jet driver testing procedures increasing bug detection by 35%
Previous managing Editor of a National newsletter NWMN whereas I wrote professional articles on a monthly basis in such a way that non technical people could understand and grasp the information presented .
Published articles on management of remote-field service practices , supply chain and vendor interaction and getting your team and vendors to work with you for overall success .
2008 Continuing Volunteer Director of the Green Island Project in my spare time
2008 - Current Working on completing my Masters degree and other certifications
Database Keywords :
Word , Excel , PowerPoint , Project , Primavera , Visio , teams , quality and performance standards , quality , scope . catalyst , expectations , communications , negotiations , escalation , feedback , requirements gathering , analysis and planning , analytical , communication , interpersonal , organizational , planning and time management , negotiates schedules , milestones and resources , win-win , Risk Management , multiple programs and prioritize , change management , scope , charter , PMI , PM , project manager , gnatt , pert , WBS , work breakdown structure , project plan , project stages , project requirement , project implement , cost control system , pmi , project management institute , project management professional , PMP , pmps , ITIL , government , federal , state , Microsoft project , organizational skills , information technology , computer system , developer , integrator , certified project manager , cpm Project Manager Job , Critical Path Identification and Analysis , Training Plan , Testing Plan , Organization Impact Analysis , Project Cost Schedule , Earned Value Metrics , Risk Mitigation Strategy , Communication Strategy and plans , Office , Office 2007 , Project , project 2007 , project 2003 , ITIL , Primavera , Project management , program management , project manager , program manager , Project server , technical project manager , service manager , Citrix .
Gary Darby
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