TECHNOLOGY, PROGRAM MANAGEMENT, AND CONSULTING EXECUTIVE

Over 20 years experience in the leadership of major national and international I

T operations and program management, with Fortune 500 corporate management, cons
ulting (financial, banking, insurance, healthcare), and government contracting e
xperience. Ensure teams design, develop, implement and maintain complex IT and i
nfrastructure systems that deliver top-level performance and capabilities with c
ost-effective technology solutions. Broad experience with large organizations t
hat implement enterprise class technology service offerings. Manage and motivate
organizations to produce results that consistently surpass all performance, pro
ductivity, and capability goals. Ideal mix of business acumen, leadership skills
, customer relationship management expertise, and technology experience to manag
e complex project/service portfolios and global organizations. Full Profit & Los
s accountability.
AREAS OF EXPERTISE
*Staff/Team Leadership & Development *Process and Program Management *Quality/IT
IL, V3 Foundations/CRM
*Strategic Planning / Execution Excellence *Cost Reduction & Profit Optimization
*IT Services, Management, Consulting

PROFESSIONAL EXPERIENCE
AOL, Inc., Dulles, Virginia 2001 2010
American global Internet services and media company encompassing an extensive su
ite of brands and offerings and operating one of the largest Internet subscripti
on access services in the U.S.
SENIOR TECHNOLOGY DIRECTOR; ENTERPRISE SYSTEMS SERVICES & OPERATIONS 2007 2010
* Directed a global management team with responsibility for the geographically d
istributed Internal Computing (IT) organization. At peak, this organization was
comprised of 100 employees, contractors, and offshore personnel (Directors, Mana
gers, Systems Administrators, Systems/Software Engineers, PMs, etc.) supporting
the AOL enterprise encompassing 98 domestic and international locations. My infr
astructure staff and server centers were based in India, Germany, England, Irela
nd, New York City, Mountain View, and Dulles, Virginia. Also supported every AOL
office location and associated infrastructure for a total of 800 geographically
dispersed servers and 25,000+ desktop computers. Led strategic direction; moti
vation, growth and development of leadership team; optimization of organization
structure; oversight of PMO and plan execution, and influencing others to achiev
e corporate objectives.
* Managed an annual operating budget of $15M and team responsible for $40M in de
ployed IT assets. Led managers and delegated work to teams with the responsibili
ty for the integrity, capability and performance of ICs critical systems, includ
ing Exchange, Mobile Devices, Active Directory, LDAP, Anti-Virus, Security, Audi
t Compliance, Desktop Engineering, and Acquisition Integration and Support.
* Monitored mergers and acquisitions and ensured managers correctly satisfied bu
siness requirements. Coordinated purchasing activities with internal departments
and sourcing organization.
* Managed teams responsible for e-Discovery and IT audit (SOX, PCI, Internal Aud
it) compliance across corporation.
* Chairperson for AOLs Womens Leadership Network, AOL Mentoring Program, and ITs
Diversity Initiatives.
SELECTED ACHIEVEMENTS
Convinced executives and employees to migrate away from AOL mail to Exchange;
enabling the COTS integration needs of Legal, HR, and Finance to be met. Directe
d management team and PMs in the successful migration of 10,000 global accounts.
Created a dedicated support team which ensured ongoing operational excellence a
nd improvements. Program was viewed as very complex in nature (significant cultu
re change) and a rapid technical accomplishment by the CTO, CIO, and Senior VP o
f Systems Operations, as well as Time Warner Corporate IT.
 Strengthened operational efficiencies across entire technology organization an
d its business units through effective management of enterprise class technology
service offerings; achieving 99.97% average availability for mission critical s
ystems. Saved over $2M through aggressive negotiation of contracts and maintenan
ce plans.
Teams migrated old infrastructure to VMware virtual server complex; saving pow
er and operating expenses by 30%.
In one calendar year, organization integrated 12 acquisitions and associated I
T assets into the global infrastructure.
Designed a cross-functional IT security organization and implemented a program
that significantly improved security posture. Eliminated global virus outbreak
s and reduced incidence response rates from 4 days to 4 hours.
TECHNICAL DIRECTOR; IC SYSTEMS ENGINEERING, HELP DESK, & OPERATIONS 2006 2007
* Directed Systems Engineering, Systems Operations, and Enterprise Help Desk fun
ctions. Ensured managers followed and maintained full lifecycle for internal ent
erprise IT systems (SDLC), including AOLs Microsoft Active Directory, global Mic
rosoft Exchange deployment, corporate LDAP system, server and desktop test lab o
perations, and desktop configurations.
* Drove strategy and ensured managers delivered on the design, development, engi
neering, implementation, and ongoing operational support of our initiatives. Ide
ntified areas needing improvement, devised viable strategies, implemented propos
ed initiatives and delivered IT solutions. Implemented a Project Management Orga
nization (PMO) and mentored PMs, provided oversight so managers learned the Bala
nced Scorecard methodology and each team developed their own KPIs and metrics da
shboard.
* Help Desk Services included: Relationship Management, Documentation & Training
, Metrics & Reporting, SAP Help Desk, Problem Management Group, Remedy Administr
ation & Ticket Processing, and VMware infrastructure that provided SAIC access t
o AOL approved resources.

PAGE TWO

SELECTED ACHIEVEMENTS
Implemented new Help Desk (HD) support structures and process improvements res
ulting in customer satisfaction
scores of 99% across all service areas: IT, SAP, and Shared Services. The Enterp
rise HD became the model for all other service delivery organizations, resulting
in Finance Team migrating their support desk from India back to the U.S Help De
sk.
Supervised Enterprise IT Security Program Team in the delivery of information
security services that reduced risks and mitigated threat exposures through peer
-to-peer file sharing applications, malware, and desktop solutions.
Managed oversight for encryption of 4000 U.S. laptops in compliance with TW CI
O Council security directive. Within 4 months, the project team achieved a 95% c
ompliance rate. Program became model for division implementations.
TECHNICAL DIRECTOR; IC SYSTEMS ENGINEERING, DATABASE, & DATA WAREHOUSE OPERATION
S 2004 2006
* Led systems engineering & administration, database engineering, database admin
istration support, data warehouse operations, project management, and applicatio
n support for IC and Business Technologies Corporate Systems.
* Supervised a full-time workforce of over 50 domestic and offshore employees an
d contractors. Developed and managed Data Warehouse Operations Team involving of
fshore support to India.
* Oversaw managers responsible for database and data warehouse engineering and o
perations. The DBAs developed and monitored data models, logical database design
, physical database design, and engineered data and storage distribution.
SELECTED ACHIEVEMENTS
Established companys first truly global team which later became the model and
standard for future IT organizations working with EU and India.
Reorganized and centralized the DBA functions to provide tiered support. Opti
mized the skills and capabilities of each tier (NOC up through highest level eng
ineering and application support) and enabled 24x7 operational and infrastructur
e support that wasnt available when teams were siloed.
Implemented multiple IC Netcool enhancements and related processes. Deployed V
isonael systems that dramatically improved Network and Systems Management (NSM)
capabilities.
SR. CRM PROGRAM MANAGER/TECHNICAL MANAGER; IC SYSTEMS & SOFTWARE ENGINEERING 20
01 2004
* Guided a diverse organization providing services for systems engineering, syst
ems/application architecture, system administration, database engineering, proje
ct management, and database and application support enterprise-wide.
* Supervised a professional team of 25 engineers responsible for technical docum
entation and cross-training initiatives and providing ongoing systems maintenanc
e, administration, and Tier 2 support.
* Led staff responsible for specialized engineering services, including securit
y and business continuity services, core infrastructure systems design and devel
opment (LDAP, Active Directory, DHCP, Mail/Messaging, Calendar, SMTP), data stor
age and management design and development, and Tier 3/4 support for fielded syst
ems.
SELECTED ACHIEVEMENTS
Promoted from Senior Program Manager/Customer Relationship Management to Techn
ical Manager eight months after initial hire
Redesigned the organization and implemented project prioritization and change
management controls that enabled this function to live up to its delivery commit
ments for the first time. Previously, this organization had a project list of o
ver 900 projects that never were completed.
Integrated Digital Systems (IDS), Manassas, VA
Company specializing in imaging solutions, document management, application serv
ices, Web-based remote storage services, digital document storage services, and
network and Internet design.
VICE PRESIDENT OF BUSINESS MANAGEMENT, OPERATIONS & CUSTOMER SERVICE 2000
* Directed business development, marketing, program management, project manageme
nt, customer support, and relationship management. Trained and supervised a top-
caliber team of administrative and operations personnel.
* Cultivated and developed corporate partnerships with Xerox and others, and ens
ured delivery of superior customer service for all commercial and government acc
ounts. Delivered comprehensive product presentations, completed sales calls with
partner organizations, and acted as a proactive liaison between sales and techn
ical personnel.
SELECTED ACHIEVEMENTS
Spearheaded efforts to streamline business operations via automation and busin
ess process reengineering. Promoted business development and marketing programs,
and ensured superior customer services were delivered in partnerships with Xero
x Corporation, GWAC partners, and government (NIH) and commercial accounts.
WorkSmart/Anacomp, Inc., Chantilly, VA
Document management consulting and integration firm with revenues of $1.7 millio
n (1997). Acquired by Anacomp, Inc. in 1998.
DIRECTOR; PROCESS INNOVATION AND PROGRAM MANAGEMENT 1997 2000
Coordinated business process analysis and technology implementation projects. Tr
ained, mentored and supervised team of business process analysts. Utilized propr
ietary methodology to reengineer business processes for client engagements. Iden
tified technology requirements, developed appropriate technology designs and Web
-based solutions, built business case justification for proposed solutions, and
ensured successful implementation. Position also fulfilled Client Relationship M
anager, Project Manager, and Senior Business Process Analyst roles.
PAGE THREE

SELECTED ACHIEVEMENTS
Managed several successful implementations utilizing Application Service Provi
der (ASP) and traditional system solution delivery models for retail, insurance,
healthcare, financial services, property management, and other Fortune 500 comm
ercial clients.
TRW, Inc., Fairfax and McLean, VA 1984 1997
SENIOR GOVT. CONSULTANT; IUSS SUB PROGRAM MANAGER SYSTEMS INTEGRATION GROUP 199
1 1997
* Provided systems engineering program management, process improvement, reengine
ering, benchmarking, and consulting services for large scale Defense (Navy, Join
t Forces, NATO) and Federal customers (IRS, FAA).
* Authored strategic and technology reports.
* Successfully managed and facilitated technical and administrative customer tea
ms and improvement projects.
* Analyzed system and business user requirements, and developed performance metr
ics.
* Provided comprehensive employee development and training coordination.
* Co-authored and edited the Integrated Undersea Surveillance (IUSS) project new
sletter.
* Produced strategic plans, white papers, and project plans.
SELECTED ACHIEVEMENTS
Recipient of over 20 re-engineering and continuous process improvement awards
in support of the U.S. Navy, FAA, and IRS, including the TRW CFO Quality Award.
HUMAN RESOURCES MANAGER (TRAINING/OD, HR GENERALIST, BENEFITS MANAGER) 1986 19
91
BUYER 1984 1986
EDUCATION & CERTIFICATIONS
Thiel College, Greenville, PA BACHELOR OF ARTS * ENGLISH
GRADUATED MAGNA CUM LAUDE
* CERTIFIED ITIL VERSION 3 FOUNDATIONS 2008
* CERTIFIED BUSINESS PROCESS REENGINEERING (BPR) TRAINER & FACILITATOR 1994
* CERTIFIED TOTAL QUALITY MANAGEMENT (TQM) TRAINER & FACILITATOR 1991
PROFESSIONAL ASSOCIATIONS
* THE ASSOCIATION FOR WORK PROCESS IMPROVEMENT (TAWPI)
* WOMEN IN TECHNOLOGIES (WIT)
* NATIONAL ASSOCIATION FOR FEMALE EXECUTIVES (NAFE)
* NATIONAL ASSOCIATION OF PROFESSIONAL WOMEN (NAPW)