Deputy Chief Information Officer
City of McKinney
Total years of experience :26 years, 3 months
Involved in design and delivery of cost effective, high performance technology solutions in support of a rapid growing North Texas City. Effective in building a culturally diverse, team oriented IT and providing excellent customer service to all levels of the organization. Manage and develop strategy for Infrastructure (Server, Telecom & Network), Application and Development Services, Geographical Information System, Service Desk.
▪ Creating 5 year IT strategic roadmap for the City of McKinney (Public Safety, Development Services, Parks and Recreations, Municipal Court, Public Works)
▪ Implementing ITIL based incident, change and problem management processes on ServiceNow platform
▪ Creating IT operational roadmap (IT Application consolidation and defining upgrade strategy)
▪ Establishing KPI and implementing corrective actions on KPIs for infrastructure, GIS, Application and Service Desk departments
▪ Conducted performance reviews for direct reports
▪ Mentor and coach team members. With this effort 95% of IT staff is currently ITIL Foundation certified
▪ Manage Amazon Web Services (AWS) of City of McKinney (Cost, consumption) and implementing best practices for AWS landscape resulting in reduction of 30% cost savings
▪ Evaluated Microsoft licensing cost for O365 and resulted in $75K savings
▪ Migrated applications/solutions from on premise to AWS as part of data center relocation
▪ Involved in new facilities construction efforts with focus on IT standards and requirements
▪ Responsible for IT budget and forecasting
▪ Implemented SAP Enterprise Performance Management
▪ Derived process improvement efforts for IT infrastructure and Geographical Information System (Proactive monitoring and notification of warning and alerts, McKinney Street Name look-up utility; syncing 911 NCTCOG system and HTE; Naming standards for addresses, Open Data)
▪ Work with Emergency Operation Center (EOC) to develop disaster recovery plans
Managed SAP Projects for City of Dallas.
▪Successfully completed SAP disaster recovery exercise. Coordinated with internal and external technical and functional resources to recover SAP systems on DR site, functional validation and communicated to stakeholder on the status of recovery during DR exercise
▪ Created Service Level Agreements and Operational Level Agreements for all service provided by CIS to Dallas Water Utilities in reference to SAP landscape
▪ SAP Archiving: Created business case and project charter for SAP archiving project. Educated stakeholders on the need for archiving SAP tables with highest growth to reduce the disk usage and improve system performance. Worked with various City departments to get consensus of retention period in line with City’s ordinance
Implementing best practices for service transition and knowledge transfer for SAP releases to SAP Support Center. Shift left strategy to empower Help desk and resolve incidents on first level of support
• Provide release support summary and status of issues to senior leadership
• Partner with SAP Total Quality Manager to review, prioritize and executed requested SAP services
• Participate in Change Advisory Board to review the global changes and it's impact on SAP environment.
• Manage and follow up on all SAP audit related issues ensuring mitigation for controls are in place
• Planned and implemented follow-the-sun support model for SAP technical team
• Planned and implemented Run SAP Like A Factory methodology to reduce the operational cost
• while maintaining service and operational cost (Technical / Business Process monitoring)
• Responsible for tracking, monitoring and triaging SAP production issues
• Work with functional teams to assess the capacity and performance needs for SAP landscape
• Worked with external partners to reduce the resource cost by 50%
• Manage on-shore and off-shore technical resources of SAP NetWeaver administrators
• Conduct risk analysis for SAP releases and create mitigation plans
• Adherence to KPIs & SLAs for incidents and service requests
• Improved SLA by 10% by guiding changes to incident handling process and updating call scripts for SAP team
• Conduct performance reviews for technical staff, review invoices and contracts
• Serve as escalation manager for SAP Technical issues
• Automated manual monitoring and Basis tasks to increase resource productivity
Project: SAP Support Center - Center of Excellence
06/2002 - 01/2006
• Configured CCMS alerts in SAP landscape, created custom CCMS monitoring templates for SAP systems
• Integrated CCMS alerts with IT Service Manager (HP Open View Service Desk) to create incidents
• Created standards and guidelines for BMC Remote Monitoring Infrastructure On-Demand notifications with IT
Service Manager for SAP Environment
• Configured all SAP servers, databases in BMC Remote Monitoring Infrastructure on-demand
• Provided technical assistance and training for SAP Support Center staff
Project: Global Implementation of IT Service Manager (HP Open View Service Desk)
• Worked as the IT Service Manager tool admin and Configuration Management Subject Matter Expert
• Created custom presentation forms, templates, custom fields, User Interface Rules and Database Rules for Configuration Management Database (CMDB), Service Desk (Incidents and Service Call) and Change Management (Request For Change)
• Created and scheduled import mapping for people data, organization data, location tables into IT Service Desk
• Provide maintenance of HP OpenView Service Desk
Project: Global Implementation of BMC Patrol
• Configured and implemented global monitoring solution for infrastructure and integrated alerts with HP Service Desk incidents
• Provided metric reports to senior management on availability and performance on global infrastructure
• Worked with the regional IT Team to configure infrastructure in BMC Patrol
Project: Configuration Management database Enhancement and Global deployment
• Conducted process workshops with customers to determine and implement service management requirements in accordance with Information Technology Infrastructure Library (ITIL)
• Designed and administered Configuration Management Database - an inventory repository of IT Asset
• Created and provided IT Service Manager training globally for Configuration Management Database (CMDB)
Project: Implementation / Administration of Merant Version Manager
• Worked with internal customers and their contractors to ensure the proper version management based on the
roles and development cycle
Applied technical methodologies and improved quality of manufacturing processes/products
• Re-engineered manufacturing business system which resulted in the reduction of operational costs
• Managed daily operations of a manufacturing plant. This involved managing approximately 75 people and
ensuring the quality of the product at each phase of the manufacturing cycle by adhering to quality standards set
by Philips Lightning World
• Analyze and troubleshoot the rejects by using cause and effect analysis
• Led various quality Improvement manufacturing projects in tube lights and incandescent lamps departments
• Conducted training on Six Sigma Quality Tools