Jonathan Washburn is an accomplished program management professional with extensive Information Technology experience sp...
JONATHAN WASHBURN
SENIOR IT PROGRAM MANAGER
Accomplished program management professional with extensive Information Technology experience spanning a range of industries. Analytical strategist skilled in successfully implementing processes enhancing organizational initiatives and delivery of returns. Ability to work with users, clients and IT staff in order to coalesce and promote synergy across business lines. Proven track record of leading complex projects through entire life cycle. Areas of Expertise:
Complex Program Management New Process Implementation Crafting Enterprise Solutions Strategic Planning & Analysis
Customer Relationship Management Staff Training & Leadership Project Turn-Arounds SaaS / Cloud / On-premises / Big Data
Service Level Management P&L Management Troubleshooting & Resolution Project Administration
E XPERIENCE & N OTABLE C ONTRIBUTIONS HEWLETT PACKARD Various Locations, USA 2013 to 2015 TECHNICAL SENIOR PROGRAM MANAGER IV
Specialized in creating and implementing corporate protection strategies and accompanying technologies that improved client processes, functions and reducing corporate risk exposure. Responsible for implementing project management disciplines across services and products for client delivery. Worked with global project teams, product staff, and clients, utilizing Waterfall and Agile methodologies to deliver mission critical solutions to meet client requirements. Successfully managed multiple projects across multiple industries. Prioritized and resolved issues minimizing risk and legal exposure when managing all assigned accounts experiencing delivery challenges. Demonstrated IT value and provided appropriate governance of activities. Accomplished project objectives and deliverables as well as hours, budget, resource and margin management. KEY ACCOMPLISHMENTS: Led onsite, near shore and offshore global delivery teams that supported technical architecture, design development
and ongoing maintenance of HP’s Big Data Protect software Turned around all assigned engagements, including troubled accounts experiencing issues with delivery and customer satisfaction, thereby resulting in reduced risk and legal exposure to HP Met business goals through the effective provisioning of technology and business solutions Successful project outcomes in terms of time, quality, price and stakeholder satisfaction Liaison between clients, product management and developers escalating and gaining agreement to implement contracted functionality Provided management of quality assurance for new functionality resulting in streamlined technical rollouts and comprehensive user documentation allow quick comprehension by the user community Industries: Automotive, Consulting, Financial, Government, Healthcare, Insurance, Legal and Utility MIRATECH HOLDINGS INC. East Coast USA and EMEA 2010 to 2012
DIRECTOR OF PROFESSIONAL SERVICES
Oversaw all aspects of project management and service delivery throughout the United States, Europe, Middle East and Africa. Implemented successful project management methodologies, quality assurance and managed client relationships. Facilitated staff stability with educational programs to guide the organization through an acquisition. Trained associates on best practices to improve delivery methodologies. Liaison with other internal IT leadership and provided guidance to the corporate leadership team concerning the strategic needs of the enterprise. KEY ACCOMPLISHMENTS: Directed service operations and client satisfaction programs for over 60 organizations producing $10M in revenue. Propelled a multi-national team that customized the TeamConnect suite and implemented the suite into multiple
large organizations including the largest public housing authority in the United States.
Liaised with sales to capture large-scale clients in multiple industries then followed through with contract
negotiation and delivery.
Industries: Financial, Government, Insurance, Legal, Retail and Utility
[email protected] | 678-907-8622 | Atlanta, GA | https://www.linkedin.com/in/jonathanwashburn
JONATHAN WASHBURN
SENIOR IT PROGRAM MANAGER
KEANE INCORPORATED/NTT DATA Atlanta, GA 1996 to 2009 SERVICE DELIVERY MANAGER / SENIOR PROGRAM MANAGER (2001 – 2009)
Led a seven year, $89M comprehensive client application, development and maintenance outsourcing engagement that delivered total end-to-end IT solutions with system security access, service desk, software quality assurance and application development. Administered an annual operating budget of $12M. Produced efficiencies within IT processes that resulted in exceeding service level agreements across production support, projects and budgets. Ensured regulatory compliance with Sarbanes/Oxley and SAS70. Built a hardware and software ETL solution for 160 agencies. Utilized ITIL and CMMI best practices to certify clients were operating at a capability level of at least Level 2. Co-authored an ITILbased Project Management Development Lifecycle manual. Devised guidance for clients to improve performance and communication processes. Responsible for satisfying multiple business divisions across the US and reported to the CFO, CIO and CEO. KEY ACCOMPLISHMENTS:
Reduced client cost by over 22% and realigned staff to mission critical, revenue producing project in 18 months. Increased the productivity of an IT organization that included seven managers and 148 associates with a methodbased Process Group that allowed for the downsizing of 40 positions with improved project-based hours and fewer outages. Revitalized a poor contract to become one of the most profitable with a gross margin increase from 0% to 40%. Met and exceeded Service Level Agreements. Key components were: providing timely production support, delivering projects on time and within budget, providing accurate level 1 and 2 support to a user base of 8,000 client employees and increasing customer satisfaction. Increased resolution of production problems resolved within 2 hours from 45% to 99%. Boosted on-time delivery of projects from 40% to 95% and meeting project budgets within 10% from 37% to 93%. Fixed client’s Help Desk servicing of over 80K calls annually to reduce average call answer time from 5:16 to 0:14. Maintained IT application compliance with Sarbanes/Oxley and SAS70 requirements. Led a team that crafted the first ETL process certified by the National Information Exchange Model and the US Department of Justice Law Enforcement Exchange Specifications with 3.1 compliance by the Department of Justice. Led a team in conducting an Information Technology Operational Assessment which reviewed multiple back-office systems. Produced summary report which contained findings (Staffing, Platform and Application) but more importantly an actionable plan (short, mid and long term) for the client to follow to mitigate deficiencies and create an environment which decreased risk and increased efficiency. Industries: Automotive, Financial, Government, Insurance and Utility
SENIOR PRINCIPAL CONSULTANT AND CONSULTANT (1996 – 2000) Led an outsourcing engagement team of 20 IT professionals performing applications management for the client’s PeopleSoft HRMS, PeopleSoft Financials, Mainframe, and other in-house developed legacy systems. KEY ACCOMPLISHMENTS:
Created and maintained interfaces between existing and newly implemented business applications. Implemented a customized Software Development Life Cycle (SDLC) for all development efforts resulting in an improved and more efficient life cycle. Results enhanced both the quality of delivery and timeliness of deliverables. Worked extensively with multiple business units providing timely solutions to system and data problems. Member of account that passed CMM Level 3 assessment. Selected by Keane’s CEO to create and lead companywide Utility vertical focus group. Industries: Utility
E DUCATION & C ERTIFICATIONS EXECUTIVE MASTER OF BUSINESS ADMINISTRATION | TROY UNIVERSITY BACHELOR OF SCIENCE, COMPUTER INFORMATION SYSTEMS | STATE UNIVERSITY OF NEW YORK AT BUFFALO
Project Management Professional, #1724203 Information Technology Infrastructure Library, #58076 ITIL Practitioner (Change, Configuration, Release), #556750
[email protected] | 678-907-8622 | Atlanta, GA | https://www.linkedin.com/in/jonathanwashburn
