Robert Tucker is a talented and forward thinking IT Technical Service Management Professional / Service Delivery Manager...
ROBERT W. TUCKER Alpharetta, GA 30004 Home: 970.481.4508
Mobile: 970.481.4508
[email protected]
SUMMARY Talented and forward thinking IT Technical Service Management Professional/Service Delivery Manager with extensive experience in mainframe and midrange environments. Excellent ability to analyze business needs and implement cost effective solutions that create customer value while building the business revenue pipeline. Solid record of achievement in working contractual issues and recommending improvements to the delivery model resulting in improved customer satisfaction. Recognized for skill in evaluating complex issues, identifying key elements, creating effective action plans and guiding their execution. Proven leader with a strength for identifying talent, building and motivating creative teams that work cooperatively to achieve goals. PROFESSIONAL EXPERIENCE
Artech Information Systems LLC
2013-Present
Server Support Specialist – Technical Operations Analyst Currently on assignment at IBM Global Services, Boulder, Colorado Hired to assist IBM through their on-going business transformation, analyzing business needs and implementing cost-effective solutions to meet their business objectives. Implemented a deep dive change review process reducing the number of operations defects across all accounts supported out of the Boulder Delivery Center. Process being rolled out Globally. Tasked with evaluating current operations environment and recommending automation's opportunities across all accounts in the mainframe environment. Responsible for monitoring problem and change process and managing issues and alerts as needed. CORNWELL QUALITY TOOLS - Loveland, CO 2010- 2013 Franchise Owner/Operator Owner of professional Mobile Tool Business responsible for distribution and sales of hand tools and equipment to car dealerships, independent auto repair shops, airport and aviation repair hangers and private mechanical repair shops.
IBM GLOBAL SERVICES, Integrated Technology Delivery, Boulder, CO
1993 – 2010
Program Manager, Sector Relationship and Initiative Manager/Service Delivery Manager 2007 – 2010 Acted as liaison and escalation point between Service Management / account management teams and technical support delivery teams. Provided technical strategies and technology deployment across account teams. Introduced continuous improvement initiatives across all accounts. Primary advocate for Lean methodologies. Analyzed business needs and implemented cost-effective solutions meeting business objectives and exceeding customer expectations. Resolved contractual issues and recommended improvements to delivery model resulting in increased customer satisfaction. Created and implemented a staff augmentation process for cross–functional services team allowing quicker response to account / customer critical staffing needs. Often sought out to negotiate, manage and deliver positive results in our Global Delivery Facilities abroad, readily transcending cultural and language differences. Senior Manager, Portable Storage Media and Data center Print Operations 2004 – 2007 Managed team of 6 Professional Services Managers in support of Portable Storage Media and print operations across multiple data centers. Oversaw department of 65 IBM regular employees and 258 vended resources delivering PSM and print service solutions to 160 strategic outsourcing accounts.
ROBERT W. TUCKER
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IBM GLOBAL SERVICES (Continued)
Successfully managed multiple customer datacenters, tape libraries and print operations. Implemented cost saving measures by automating processes and reducing staff, resulting in savings of 100k after first 6 months. Instrumental in spearheading major project to adopt best of breed, standardized tape tool to improve tape inventory accuracy and eliminate manual processes. Successfully negotiated new contract with select vendor to staff tape libraries across multiple accounts and datacenters resulting in cost savings to customers and IBM. Maintained an audit ready posture for all accounts supported out of PSM and proactively looked for audit exposures, taking corrective actions. Reported to corporate executives weekly on audit posture of troubled accounts and associated mitigation plans resulting in increased awareness at the executive level of the need for development of new PSM tools.
Manager, MVS Mainframe Platform – z / OS Operating Systems 1997 – 2003 Managed mainframe platform team of 30 MVS Systems Programmers performing operating system upgrades, ISV and Program Product support. Oversaw installation and support of z / OS operating systems, including hundreds of program products and ISV software across 60 commercial accounts and 70+ LPARS. Led team of 5 senior system programmers on due diligence exercises prior to account transitions. Appointed as acting Senior Manager for 6 months during absence of immediate manager. Implemented a standardized HIPER PTF process across all accounts supported out of the Boulder SDC resulting in less downtime and system outages for customers. Project managed all OS upgrades and maintenance cycles and achieved 99% success rate. Received numerous awards for excellence and customer satisfaction while managing the department. Spearheaded major project for Boulder Service Delivery Center to standardize z / OS operating system platform delivery with collaborated efforts of IBM Corporate Project office, Australia and the US center of excellence teams, aligning all customers’ accounts globally for more effective management and delivery of program product and operating system software upgrades. Successfully managed and led transition work that included in-sourcing customers and outsourcing of current customer accounts, for cost savings to the customer and IBM. Led multiple projects to reduce duplication of program products and tools used in operating system environment. Worked aggressively on moving off ISV software where applicable and promoting use of IBM software products to save on license fees. Selected by senior management for temporary 5 month assignment on BankOne contract to evaluate customer’s operating system environment and make necessary recommendations for efficiencies and cost savings and report back to senior executives. Received a 3k award for my efforts. Implemented department wide program for shared resources, cross training employees on multiple accounts and leveraging individual skills to build a high performance team reducing the need for additional resources. Manager, Enterprise Datacenter Operations 1995 – 1997 Managed Datacenter mainframe and distributed operations for multiple commercial accounts supported out of Boulder Command Center. Oversaw 24x7 operation of console, batch, code promotion (production control) and helpdesk operations. Consulted with computer operations transition team and participated in transitions to command center while maintaining operations in Boulder. Selected, trained and evaluated 21 computer operators and production control resources. Managed team of 8 Operations Duty Managers across all Commercial and IBM customers supported out of Boulder Command Center.
Led successful transitions of customer datacenter operations migrating to Boulder. Provided guidance and direction on automating customers datacenters and console operations for multiple customers. Was recognized for my abilities in reducing waste and eliminating unnecessary staff in support of datacenter operations. Implemented console operations cross-training program enabling all command center operations staff to cover workload on multiple accounts and thus reducing the number of resources needed to support the various customers. Provided operational risk, mitigation and change management statistics to management using various reporting methodologies, including automated report generation, leading to higher customer satisfaction. Recognized by Senior Management for successful turnaround of a troubled account, regaining customer’s confidence in IBM.
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IBM GLOBAL SERVICES (Continued)
Senior Systems Analyst / Operations Analyst
1993 – 1995
Supervised staff of 5 console and batch operations (production control) team members. Led a team of operations analysts in project planning and successful implementation of online documentation tool across entire command center. Directed training program for new operations personnel in startup, shutdown and emergency IPL and system recovery. Oversaw all weekend maintenance windows for operations staff and assisted in recovery of systems across command center, conducting system validation and ensuring all environments were up and operational during the scheduled maintenance windows. Served as integral part of IBM team that successfully managed the transition of First American Bank from Nashville to Boulder. Directed all console operations and system monitoring, batch operations and abends for accounts supported out of the command center. Drafted and authored all Operations Technical documentation and processes for Console Operations, including startup and shutdown, IML, IPL, POR, emergency procedures, production control, batch processes, batch abends, JCL abends, etc., streamlining all customers’ documentation and implementing a common template across accounts. As Lead Analyst, oversaw all operator training and development along with writing weekly scripts for accounts maintenance windows, resulting in improved customer satisfaction and less extended system outages.
EDUCATION AND SKILLS LEAN Methodology Workshop Windows / Microsoft Office Suite – PowerPoint, Word, Excel Leadership Curriculum Workshop Intro to Project Management Workshop Role of the Manager Data Center Operations Management Complex Systems Availability and Recovery Networking and Architecture OS/390,z/OS,MVS,JES2,JES3,TSO,ISPF,NETVIEW,CA7,OPCA,CICS,DB2 Coursework, Fine Arts, Buffalo State College, Buffalo, NY Coursework, Business Administration, Erie Community College, Amherst, NY
http://www.linkedin.com/pub/robert-tucker/19/b57/97b
