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Richard
rick.dehais@gmail.com
913-707-4737
Leawood, KS 66224
Project Manager / Delivery Lead
21 years experience W2
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Summary

  • Trusted IT leader committed to excellence, extensive experience in successfully managing service delivery, as well as complex transition and development projects for multiple Fortune 500 companies in diverse industries.
  • Known for collaborative and consultative style building effective cross-functional teams and valued stakeholder relationships.
  • Critical thinker converting metrics into data-driven strategies, creating innovation and continuous improvement.
  • Consistently embrace challenge, turning around troubled projects, producing quality deliverables, and achieving high customer satisfaction.
  • I led implementation of CMDB for a pharma client using automated Discovery to populate the database consistent with the Common Services Data Model (CSDM) and worked with the client to define and incorporate additional fields that are non-discoverable.
  • My team leveraged out-of-box tables and relationships for the initial phase of the deployment and outlined strategic plans for continuous improvements including the introduction of Service Mapping.
  • Program Management & Project Management
  • Process Design & Continuous Improvement
  • ServiceNow Implementation
  • Stakeholder Relationship Management
  • Agile Methods
  • IT Service Management
  • Cross-Functional Team Management
  • Communication, Presentation & Negotiation
  • IT Strategy & IT Solutions
  • Managed Services

Experience
Delivery Lead
Information Technology
Dec 2019 - Sep 2020
  • Led consulting engagements and managed implementation of ServiceNow solutions for Accenture's clients.
  • Mobilized resources, controlled project scope, budget, and schedule, while delivering required business outcomes.
  • Configured nine ServiceNow applications using Agile methods for a major pharmaceutical company, with a new Service Catalog enabling user self-service and faster, automated fulfillment of requests for 33 catalog items.
  • Devised a strategic roadmap for client’s phased adoption of ServiceNow applications.
  • I led implementation of CMDB for a pharma client using automated Discovery to populate the database consistent with the Common Services Data Model (CSDM) and worked with the client to define and incorporate additional fields that are non-discoverable.
  • My team leveraged out-of-box tables and relationships for the initial phase of the deployment and outlined strategic plans for continuous improvements including the introduction of Service Mapping.
CMDB ServiceNow Agile Methodology Continuous Improvement
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Delivery Partner Executive / Service Delivery Manager
Information Technology
Feb 2010 - Sep 2019

Managed IBM IT infrastructure services to meet client needs by building partnerships with delivery organizations, and by enabling the implementation of technical solutions. As primary customer interface for service delivery, oversaw IBM's client commitments and quality of service provided leadership direction to technical teams, and managed account costs and profitability. Scope of managed operations included Distributed Servers, Mainframe, Database & Middleware, Storage, Service Management Tools, Security & Access Management, and Network Services. Modernized core systems for Baker Hughes on scalable infrastructure by overseeing a major migration of critical business applications to the IBM Cloud. Converted SAP from AIX LPARs to RHEL on Lenovo x 3950 platforms running VMWare and Oracle VM. Enabled virtualization of production systems on Cisco UCS B200 M5 Blade Servers.

  • Received outstanding customer satisfaction ratings for a portfolio of accounts by achieving 100% of Service Level Agreements and consistently exceeding business commitments all customers signed contract extensions. Enabled successful commencement of IBM's outsourcing agreement with Fiat Chrysler by overseeing transition projects and implementing an effective management system used to run IT operations.
  • Earned the Service Excellence Award for Putting the Client First by leading IBM's adoption of ServiceNow at Fiat Chrysler, configuring the tool and training 600 IBM users in 2-month period.
  • Built a technical environment featuring multiple IBM Power Systems servers and XIV Storage Devices for Spirit Aerosystems, a leading US aerospace manufacturing company, on-time by managing the procurement, installation, and configuration of new hardware and network connectivity.
  • Demonstrated the value of a new Service Availability Manager role in improving infrastructure stability by leading a successful pilot program that was adopted for implementation across IBM.
  • Increased productivity and efficiency by implementing autonomous event handling and resolution of routine Incidents, allowing teams to concentrate on customer needs and priorities.
Microsoft Excel ServiceNow Network Connectivity Manufacturing Procurement VMWare
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Project Manager
Information Technology
Jul 2000 - Feb 2010

Led project teams to develop proposals and deliver value-add solutions. Oversaw scope, cost, plans, schedules, and contractual deliverables. Achieved orderly transfer of operational responsibilities from client organizations to IBM, utilized established Transition Methodologies, and developed new, innovative approaches. Directed custom application development projects, delivering solutions that automated and enabled key business processes.

  • Enabled implementation of IBM’s largest hardware and software maintenance contract, coordinating plans involving five major service providers with coverage for 40K devices in nearly 500 customer locations for AT&T.
  • Coordinated on-time startup of IBM’s largest Business Transformation Outsourcing contract at the time, managing the transition plan enabling IBM to assimilate 170 employees and commence services with Sprint Customer Care.
  • Performed the project planning that resulted in a contract enabling IBM to provide hardware maintenance to Bank of America covering 50K servers across almost 100 US data centers.
  • Earned Leadership Award for Outstanding Teamwork, improved productivity by managing 20-person team that developed an order fulfillment system for national direct mail media company (ADVO), deploying to 19 locations.
  • Improved data quality for ADVO’s key strategic asset by overseeing transformation of a mission-critical legacy application to a web-based environment, supporting proprietary mailing list of 126M residential addresses.
  • Enhanced efficiency by deploying new tools at ADVO to support the software development lifecycle, configuration management, and automated testing.
  • Reduced manual effort significantly by managing development and deployment of Enterprise Reporting Database in support of IBM’s contract with General Motors, transforming source data into information required for billing.
  • Increased AT&T data security; designed and implemented a program to control handling/disposal of failed hard drives.
  • Configured real-time operational reporting of call center functions for Sprint Corporation with on-time deployment to six vended sites by leading the 10-member project team that delivered the solution.
Application Development Configuration Management Project Management Project Planning Call Center Data Security Database Maintenance
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Edit Skills
Non-cloudteam Skill
Education
Master's in Management Information Systems
State University of New York
Bachelor's in Psychology
State University of New York
Certifications
Project Management Professional (PMP)
IT Service Management (ITIL)
IBM Agile Explorer Badge
IBM Project Management (Systems Integration)
ServiceNow Certified Implementation Specialist - Project Portfolio Management (PPM) and IT Service M
Certified System Administrator (CSA)
Skills
ServiceNow
2020
10
Application Development
2010
9
Call Center
2010
9
Configuration Management
2010
9
Data Security
2010
9
Database Maintenance
2010
9
Manufacturing
2019
9
Microsoft Excel
2019
9
Network Connectivity
2019
9
Procurement
2019
9
Project Management
2010
9
Project Planning
2010
9
VMWare
2019
9
Agile Methodology
2020
1
AIX
2019
1
Analysis
0
1
Billing
2010
1
Blade Server
2019
1
Business Requirements
0
1
Change Management
0
1
Cisco
2019
1
Cisco UCS
2019
1
ClearCase
0
1
ClearQuest
0
1
CMDB
2020
1
Continuous Improvement
2020
1
DB2
0
1
Delivery Management
0
1
EMS
0
1
GSAP
2019
1
IBM MQ
0
1
IBM WebSphere
0
1
Incident Management
0
1
ITIL
0
1
Java
0
1
Linux
0
1
Microsoft SMS Server
0
1
Middleware
2019
1
Oracle
2019
1
Pharmaceutical Compounding
2020
1
Portfolio Management
0
1
Power Systems
2019
1
Problem Management
0
1
Quality Assurance
2010
1
Scrum
0
1
Scrum Master
0
1
Solaris
0
1
Stakeholder Engagement
0
1
Systems Integration
0
1
UNIX
0
1
VM
2019
1
Windows
0
1
Wintel
0
1