CFG

Cell 949-836-9052
cg94fedc@westpost.net
PROFESSIONAL SUMMARY
Astute, results-driven Program/Project Manager, Services Delivery Manager and Di
rector of Client/Professional Services with 20+ years experience delivering stra
tegic IT solutions for leading firms in the Financial Services, Real
Estate, Healthcare, Government, Education, Technology, Manufacturing and Retail
industries. Record of achievement directing and contributing to over 80 business
-critical initiatives.
* Possess solid conceptual and "hands-on" understanding of Business Service M
anagement framework delivering BMC Solutions suite, including ITSM, CMDB, Asset
Discovery,
Service Request Management, SOX compliance, Infrastructure,Security, Systems Int
egration, Software Development and Business Process initiatives.
* Entrusted with managing high-profile customers undergoing significant organ
izational change. Perform immediate damage control if needed, restore customer c
onfidence and offer comprehensive solutions that often translate into additional
consulting services and software
sales. Adept at guiding and re-aligning customer
expectations.
* Intuitive and analytical, assessing complex enterprise software and infrast
ructure issues and developing strategies for quick resolution. Seasoned "go to"
resource for clients, management and colleagues.
* Subscribe to the belief that a Solution Provider serves as a trusted adviso
r and delivers an exceptional customer experience. Bring an uncompromising commi
tment to systems
quality and customer satisfaction, and to helping
organizations achieve maximum benefit from their IT investment.
KEY COMPETENCIES
Program/Project Management IT Governance CoBit Framework
Business Process Reengineering Enterprise Standards and Definitions
PMBOX/RUP Principles and Standards
Data Center Planning and Migration
Software Development Life Cycle (SDLC)
Managed Hosting and Storage Strategies
Capability Maturity Standards (CMMI)
Security Standards and Management
Business Continuity Planning (BCP)
IT Infrastructure (LAN/WAN) Management
ITIL v2/V3 Standards
PROFESSIONAL CERTIFICATIONS
ITIL Foundations (ITILv3)
BMC Remedy IT Service Management 7.x: Advanced Solutions Core Components
ABCP - Associate Business Continuity Planner

PROFESSIONAL EXPERIENCE
BMC SOFTWARE PROFESSIONAL SERVICES, Houston, TX; 04/2007 - Present
One of the world's largest software firms, specializing in Business Service Mana
gement (BSM) software solutions, with revenues of $2BB.
SENIOR PROJECT MANAGER
Oversee delivery of IT Service Management enterprise-class software installation
s for enterprise and small-to-medium-sized (SMB) customers. Managed 17 project e
ngagements to
date, delivering a range of BMC ITSM Solutions such as Incident Management, Prob
lem Management, Change Management, Asset Management, Service Level Management, A
sset Discovery and Integrations.
KEY ACCOMPLISHMENTS:
* Forge collaborative relationships across company business units with Produc
t, Support, Engineering, Financial and Consulting functions to address customer
and implementation issues. Manage as many as 100 technical problems on individu
al projects.
* Solid reputation as customer satisfaction specialist and invaluable process
improvement resource. Systematically navigate politically difficult and changi
ng customer climates on engagements.
* Major contributor to the development of best practice delivery methodologie
s, as well as project management standard procedures for Professional Services o
rganization.
* Consistently recognized by company and customers for exemplary performance,
going well beyond job scope. Awarded $10,000 in BMC Software stock in 2nd year
by the Senior VP
of Worldwide Consulting Services in recognition of contributions.
SELECT CLIENT PROJECT ACCOMPLISHMENTS:
* Led a cross functional team to implement BMC IT Service Management (ITSM) i
n support of a customer's global Enterprise Ticket Tool (ETT) initiative. Achiev
ed smooth deployment despite customer experience of rapid growth, acquisitions,
consolidation and transformation from a set of loosely aligned companies/busines
s units into a centralized operating enterprise.
* For several major customer projects, one underscoped by as much as 100%, to
ok initiative to secure funding and ensure projects were completed on time and b
udget. Resulted
in high client satisfaction rating and a customer reference.
* Effectively shepherded IT Service Management initiative with a difficult un
engaged client, a compressed timeline, a fixed price and untested partner in lea
d role. Completed on time and under budget, while receiving an excellent
recommendation from the customer.
* Selected to take over troubled account with very unhappy client that had al
ready missed 2 critical "go-live" dates, with the next date scheduled in just 4
weeks. Met challenge of meeting "go live" deadline and implementing
global aerospace client's ITSM Service on schedule.
POMEROY IT SOLUTIONS, INC., Ladera Ranch, CA 03/2006 - 03/2007
PROGRAM MANAGER - WESTERN REGION
End-to-end services and technology provider servicing Fortune 1000 companies, go
vernment and mid-market clients.
Directed engagement and service delivery for over 15 major clients in the Wester
n United States, encompassing sales support, resource management, margin/revenue
attainment and
overall customer satisfaction. Oversaw 4 project managers and 150 consulting res
ources producing $1MM monthly revenue, with 34% average gross margin.
KEY ACCOMPLISHMENTS:
* Played key role in securing business for 5 additional engagements valued at
$1.5MM, and a significant outsource staffing opportunity with revenues of $25 -
$50MM annually.
* Mobilized and led cross-functional resources on special projects, including
contract compliance for a customer
Vendor Management audit and internal Sarbanes-Oxley audit.
INFORMATION CONSULTING GROUP, Newport Beach, CA; 05/2005 - 11/2005
DIRECTOR CLIENT SERVICES/CONSULTANT
Major systems integration and technology consulting firm Project Manager and Pri
ncipal Consultant leading team of 10 implementing controls for a corporate initi
ative to comply
with Section 404 of Sarbanes-Oxley for mortgage company client generating $2BB a
month in revenue.
KEY ACCOMPLISHMENT:
* Analyzed and designed IT General Control
processes/procedures that leveraged CoBit best practices to standardize, manage
and control access to 30 critical business applications and data.
ARGENT MORTGAGE, Irvine, CA; 01/2004 - 5/2005
BUSINESS STRATEGIES MANAGER
Mortgage Firm generating $5BB a month in revenues.
Brought on board to direct business-critical projects streamlining, updating and
maximizing business processes and management control systems for this fast grow
ing company.
Spearheaded infrastructure, software
development/installation, performance monitoring and customer support initiative
s.
KEY ACCOMPLISHMENTS:
* Presided over planning/execution of 7-month systems integration project wit
h team of 45 automating the appraisal process for loan operations. Delivered pro
ject 5 weeks ahead
of schedule; reduced appraisal decision process from 48 hours to 4 hours, saving
$1.5 million annually.
* Propelled development of first-ever Application Workflow documentation of L
oan Origination Systems for use in ongoing Production Support and Application Mo
nitoring.
* Planned and seamlessly managed Usability, User Acceptance Testing and Pilot
phases of a $20MM Loan Submission software systems release, earmarked for a tar
geted customer base of 24,000 brokers and 3,000 Production Associates.
NEO LOGIC NETWORKS, Irvine, CA; 01/2003- 08/2003
DIRECTOR OF PROFESSIONAL SERVICES
Professional services consulting firm providing Networking, Wireless and IP Tele
phony solutions, with annual revenues of $3MM.
Innovated formalized project management and account management practices, built
strategic partnerships and drove development of product and services.
KEY ACCOMPLISHMENTS:
* Restored customer satisfaction on $850K account by introducing focused, res
ponsive project and account management. Reduced billing cycle time from 13 days
to 3 days after month end.
* Conceived "Smart Building" service offering that supplied VoIP capabilities
to Commercial Real Estate multi-tenant properties.
* Developed and cultivated strategic alliances with 4 companies offering Secu
rity, Web development and government technical services.
SPRINT E|SOLUTIONS, Costa Mesa, CA; 07/1999-11/2003
Sprint emerging business unit of 3 years selling managed and professional consul
ting IT services.
SERVICE DELIVERY MANAGER (2001-2003)
Promoted to position to provide solution development, program/project direction
and account management.
KEY ACCOMPLISHMENTS:
* Headed 13 technical projects of varying complexity with budgets ranging fro
m $5K to $4MM for 11 clients. Projects included Capability Maturity Assessment,
Security, VPN, Network design, Business Continuity Planning, Managed
Hosting, Data Center Migration, Requirements definition, multi-site network roll
-out and IT Policies and Procedures.
Trained, mentored and coached Account Managers and teams of 2-30 staff to consis
tent on-time deliveries.
* Ranked in top 10% for performance nationwide among peers. Nominated for 2 Q
uarterly Excellence Awards for role
in solution development and delivering high levels of customer satisfaction.
* Principal technical and management liaison between the customer, consultant
s, vendors and partners, such as Microsoft, Sun, Cisco, EMC, Lucent, Foundry and
IBM.

TECHNICAL SOLUTIONS CONSULTANT (1999-2001)

KEY ACCOMPLISHMENTS:
* Client: Waste Management company with annual revenues of $3.3BB
- As Project Manager, ensured business continuity in site operations at over
50 locations in Western US.
* Client: Nationwide real estate consulting firm with online Web services sup
porting 3,000 companies
- Principal consultant in analysis/development of Business Continuity and Dis
aster Recovery Strategies and Plan.
PRIOR EXPERIENCE
IKON Technology Services, Consultant
Stream International, SAIC, Lexi International, Independent Consultant
McDonnell Douglas Corporation, Senior Financial Management Analyst
PROFESSIONAL TRAINING
Control Objectives for Information and related Technology (COBIT)
IBM Rational Unified Process (RUP)
Total Quality Management
EDUCATION
Embry Riddle Aeronautical University, Albuquerque, NM
B.S., Aviation Administration, Magna Cum Laude