Terry Woodlief is an expert service delivery manager with 15 years of experience in monitoring, measuring and proactivel...
Terry Woodlief Service Delivery Manager Newport, NC, 28570 Home Office (252) 773 – 0194 E-mail:
[email protected] LinkedIn: linkedin.com/in/terrywoodlief Summary: An expert service delivery manager with 15 years of experience in monitoring, measuring and proactively reacting to Service Level Agreements. Motivated team leader with a strong delivery background that can drive issues to closure and keep client relationships on track. Open to travel or relocation for the right opportunity.
WORK EXPERTISE IBM, Research Triangle Park, NC 10/2000 – 04/2014 Service Delivery Manager - Enterprise Application Support – Hartford Insurance 12/2012 – 04/2014 Directed five team leads for a suite of 20 middleware applications for Enterprise Applications Maintained and drove governance plans for software and security maintenance currency, problem and change monitoring, new product evaluation, implementation, testing, and acceptance and integrations Managed complex and leading edge Office Automation software upgrade with an 11-month project timeline, including upgrades to infrastructure and software Oversaw critical knowledge transfer for teams, process documents, control diagrams, and lessons learned documentation prior to final acceptance in production status Drove efforts to address performance issues encountered with Lync and SharePoint applications, returning customer satisfaction to an acceptable level Responded to disaster recovery audit findings for new design to minimized exposure to client’s top five financial processes Service Delivery Manager – Storage – Ameriprise Financial 03/2011 – 11/2012 Managed storage support for a volatile service delivery tower with numerous customer satisfaction issues Drove engagement and escalation of IBM resources for required upgrades resulting in a dramatic upswing in SLA achievement and Customer Satisfaction ratings moving back to acceptable levels Identified lower acceptance percentages for client data allocation and prioritized procurement of additional tape drives, increasing success rate from 85% to 95% Built and managed a get-well action plan to address 12 findings from a highly visible executive management Storage Assessment review, working with IBM and the client Delivery Project Executive – Dow Chemical Web Hosting – Prolinx 10/2001 – 02/2011 Managed full deployment of new contract for service through project life cycle from building infrastructure components to transition and decommission Implemented and tested hardware and software to support new Prolinx resources and obtained client signoff Drove to closure the review and remediation of client-owned applications software failure after vendor declared bankruptcy the second week of production, performing a full audit to confirm completion Generated and managed contract, hardware, and software tracker spreadsheets for the IBM Project Office and account team
Led decommissioning for entire Dow Chemical Web Hosting account and end of contract, including hardware, software, network, disaster recovery, and archived history for product and test environments in RTP, NC and Boulder, CO
Project Manager – GM Site 06/1999 – 09/2001 Oversaw all facets, related day-to-day problems, change and issue management activities, and planning with the account, delivery, and Sitel Customer teams Built and grew a strong client relationship with the customer and IBM Internal Project office Led efforts to redeploy failed OS upgrade install which occurred prior to joining the account team, succeeding on schedule with no issues Received Customer Satisfaction rating of 104% of expectation, exceeding goal of 94% ICI Paints Corporate Computing Center, Research Triangle Park, NC 09/1981 – 06/1999 Manager Technical Services 09/1994 – 06/1999 Managed a staff of 10 in a large mainframe environment Developed and implemented overall strategic business plan by converting to a profit center base to support NA businesses for end-to-end offering suite Eliminated $200K in costs by implementing online software audit tool Manager Operations Technical Services 05/1987 – 08/1994 Managed 7x24 operations for Production Services (scheduling, computer operations, automated operations, facility monitoring, tape library, distribution, Help Desk, and Operations Analysis) Built, maintained, and performed regular Disaster Recovery Plan EDUCATION Campbell College, Buies Creek, NC
1971 - 1972
Wake Technical College, Raleigh, NC
1973 - 1974
ITIL Foundation V2 Certified / Foundations
2004
Project Management Fundamentals
1999
WWPMM Jumpstart
2002
Financial Management for Project Managers
2004
Leadership in Project Team Environment
2001
Applied Project Management Fundamentals
2001
Contracting for Project Managers
2003
SKILLS AND EXPERTISE Service Delivery Request for Service Response Project Management | Client Satisfaction Profit & Loss Management Managing Contract Deliverables Single Point of Contact Client Relationship Management
