Published on July 12, 2016
1. Peter D. Feehan (312) 218-4857 Arlington Heights, IL 60004 email@example.com https://www.Linkedin.com/in/peterfeehan IT Director Director of IT who creates vision and transitions technology flawlessly using innovative ITIL strategies aligned to the enterprise goals. Consultant’s mindset communicates easily to elicit business requirements. Experienced in planning, execution, and delivery of medium to large projects spanning business, Operational Excellence, Cloud Computing, software development, security, IT infrastructure, compliance and Helpdesk and dramatically increase customer satisfaction. ITIL certified CSM current and active in the industry, trained and experienced in PMI, Six Sigma and SDLC, collaborates effectively and maps value delivery to business objectives. Highlights & Accomplishments Proven management experience with Data Center Moves, AD, VoIP, Network, Security Successes Led IT SMB Team (Draper and Kramer) for 15 Years Delivering $1MM+ in Savings, 20% Reductions in Cycle Times, 20% Reductions in Costs, 60% Reduction in Error Rates Recent ServiceNow Global installation success ITIL & Service Management Focused to Drive IT Process Excellence - transitioned siloed IT to shared services model and reduced expenses over 30%. WORK EXPERIENCE PDF Consulting, Arlington Heights, IL 5/2010 – Current Sr. Business Process Consultant Strategic and Operational Consulting: requirements gathering, Service definition, Gap Analysis, Process Improvement, Project / Change Management, and Technology Strategy aligned to Business Plan. Information Systems and Web Presence Effectively Integrated into Corporate Mission Projects: IT Process Improvement Project: Clerics of St. Viator, Arlington Heights, IL 11/2015- current (As Outsourced Director of IT) Created project plans, status business stakeholders, and managed vendors to implementing Office 365, backup data circuit, wireless printing, update AD, and security. PC Connection PMO Project: (s/c Apex Systems, Chicago, IL) 7/2015 – 10/2015 Created process and documentation for new PMO, managed projects: Created project plans and artifacts to standardized Network Security-Monitoring projects. Created Charter; established vendor management process, communication plan and updated hardware at 400 customer locations in 10 days. Established effective transition processes created Vendor Management Run Books for Infrastructure as a Utility (IaaU), PC Configuration, and Depot Service projects. AbbVie Global Service Desk Project:(s/c Insight Global, Rosemont, IL) 4/2014 – 7/2015 Managed a cross-functional team of 50 to test and implement global IVR service with Computer Telephone Integration (CTI) to ServiceNow to reduce agent response time for 39,000 employees. Anticipated needs and represented Helpdesk at SMO Review Board influencing Service Catalog and CMDB creation supporting 1800 applications using ITIL process aligned to corporate policy. Created project plans, status reports, and dashboard metrics with ServiceNow / Remedy and MS- Office tools for stakeholders to identify issues and mitigate Project Risks.
2. Managed ServiceNow – ITSM Interface project, assisted in RFP development, created project plans, negotiated resources, managed UAT, and created procedures that saved 33,000 hours. Managed Vendor, SLA, adherence to AbbVie Quality policy, designed User Acceptance Test and Change Requests to implement a global interface with HP Support. Rescued Latin America Sales support program, managing vendors and delivered on time including MDM security with MobileIron for MAC to ensure compliance company standards. IT Process Improvement Project: Clerics of St. Viator, Arlington Heights, IL 2/2014 – 4/2014 (Outsourced Director of IT) Created project plans, status stakeholders, and managed vendor to implemented NAS appliance for DR Plan, and Desktop refresh. Alliance Network Project: BCBS & HCSC (thru TransTech IT, Itasca, IL) 9/2013-1/2014 Network Infrastructure changes supporting the merger of networks, developed Scope Statement, Project Plan, managed multiple teams, monitored progress and report status on. Pepsi Sales Support Project (s/c Rose International) 7/2013 – 9/2013 Manage development of Global Sales Reporting application. Infrastructure Improvement Project: Clerics of St. Viator, Arlington Heights, IL 10/2012 – 7/2013 Managed Cisco wireless network replacement, updated QuickBooks and DonorWorks CRM systems for Leads, Campaign, and Marketing Operations. Prosperity Insurance Project: (s/c RCG Global Services Schaumburg, IL) 8/2012- 9/2012 Conducted interviews, documented business requirements, created current /future state network diagrams and process flows, Gap Analysis, prioritized goals, identify alternatives solutions, performed RFP, Selection process, developed IT budget and Implementation Plan. IT Process Improvement Project: Clerics of St. Viator, Arlington Heights, IL 3/2011 – 7/2012 Performed Assessment, Gap Analysis, developed Information Technology strategy and prioritized projects, trained IT Director on PMI best practices and mentored others on process improvement. Create budget, outsourced Helpdesk, security and monitoring services to mitigate risk. Improved customer service with redesigned website support and simplified toolset. Draper and Kramer, Inc. Chicago, IL 1995 – 2010 Vice President Information Services Markets include Property Management and Development, Asset Management, Insurance Services, Commercial and Residential Mortgage Banker - Origination and Servicing Serviced 50,000 customers, 1500 employees, 130 locations, $3B in loans, $25 million revenue. VP of IS with high business acumen established 24 x 7 operations. Responsibilities included service delivery, user experience, strategic planning, Infrastructure, licensing, Helpdesk, security, business continuity, client relationships, administration, vendor management, IT Operations, governance, voice and data services, and the selection, development, training, motivation and retention of a staff of 14. ● Used Agile process to manage ERP implementation, validated SOR, created Key Performance Indicators, standard accounting formats and empower a culture for quality across the company. ● Managed Agile Process Improvement projects for Treasury, Payment Processing, centralized disbursements , cash management, automate reporting, and job cost, which improved productivity 30% ● Implemented ITIL based Numara system to support ticketing, create SLAs, imaging PCs, inventory assets, and introduce Asset Lifecycles Management to reduce TCO. ● Created Zero Downtime plan to manage parallel Data Center move, Cisco Infrastructure upgrade, monitoring, add wireless network and VOIP phone system, and relocate end users that integrated into Corporate Office Renovation plan.
3. ● Drove IT strategy with business leaders and adopted Shared Solutions Model. Directed five- phased project simplifying business applications to Windows/SQL/Web/COTS applications, eliminated Mainframe, UNIX, and AS400 platforms, and reduced annual OE by $100,000. ● Entitlement and Licenses management - Negotiated contracts and won major concessions and refunds from Microsoft, Computer Associates and Cisco. ● Implemented ACT and Salesforce CRM systems (Leads, Campaign, and Marketing Operations) for Mortgage Division to initiate sales effectiveness program. ● Consistent - 15 Years of 100% on time report delivery and no significant Security or Audit Findings by Federal, State regulators, banks, partners, clients or internal compliance groups. ● Designed IT Infrastructure, managed 8 projects to improve performance, security and implement cost effective technology for AV, voice, data and video traffic, SANS and Virtualization. ● Managed all IT processes supporting business separations and mergers, controlled security, separation of assets, and the closure of contracts and facilities for business units. ● Managed secure integration of cloud-based Mortgage Compliance service and reduced the delivery cycle 20% across 28 states. ● Identified key business objectives, selected a secure web-based document management system, managed vendor implementation, improved customer response time 80% and saved $1,000,000. ● Established Cross Training and Paid Time Off policies to support 24 x 7 support of all operations. ● Transformed Disaster Recovery Plan into a full Enterprise Business Continuity plan and reduced MTTR to less than 1 hour. ● Successfully managed multiple desktop and cell phone refresh projects meeting tight schedules. Previous Position: IT Manager – Planmetrics, also developed Market Stratification Database for customer. Systems Consultant- (A,M&G) process improvement, IT Operations Reviews, selected and implemented ERP system (order-to-cash system), Inventory, Leasing and other systems. Manufacturing Analyst - (Litton) implemented process and applications compliant to Defense and Nuclear Regulatory Agency regulations for the manufacture of generators and switchgear. Production Control - (Barber Coleman Machine Tool Div.) expedited parts, implemented MRP. PROFESSIONAL AND COMMUNITY ● ITIL Certification, Axelos Global Best Practices, 2/2016 ● Certified ScrumMaster, Scrum Alliance, 1/2016 ● PMI - Project Management Institute: Member and Knowledge Sharing Presenter, 2014 ● PMI Project Management Professional Review, Microtrain,2/16, Pursuing PMP 7/2016 ● Proficient in MS Office, MS Project, Visio, SharePoint, SQL ● AIIM (Association for Information and Image Management), President 2011-2013 ● Six Sigma Green Belt Training, Chicago Deming Association, 3/11 ● SDLC - System Development Life Cycle Training, Resolution Trust Corporation ● AbbVie: Pharma Quality Process 90 hours certified training ● Technology Executives Group: Member 2013 ● Technology Leaders Association: Member since 2010 ● HandsOn Suburban Chicago: Project Manager: Developed PM & PMO methodology to mentor others in client organization 2011 ● SJ Communications Committee: Focused web/social media to serve the community ● SJ Productions (Community Theater): Concession Manager, stage construction crew. EDUCATION B.S., Marketing, Northern Illinois University, DeKalb, IL 1978