Dana L. Heiferman
Tampa,USA
Summary
Strategic Global Technology Professional with extensive experience in managing complex business transformations and strategic initiatives. Proven analytical and problem-solving skills, complemented by effective leadership across diverse teams. Notable achievements include driving process improvements and implementing innovative solutions that reduce risk and boost organizational success. Aiming to leverage expertise to enhance operational efficiency and stimulate growth in dynamic environments.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Vice President – Major Problem/Incident Manager
Citi
Tampa, FL
10.2021 - Current
- Manages the resolution of major incidents by collaborating with cross-functional teams to identify root causes and develop preventive solutions.
- Executed detailed root cause analysis to achieve a 46% yearly decrease in major incident volume.
- Reduced client impact from significant sector external events by 38%.
- Created a Production Management dashboard, resulting in a significant reduction of incidents, totaling 40K.
- Conducts proactive reviews of analytic trends to incidents, and makes recommendations to avoid potential risks.
- Leads automation-driven risk reduction initiatives by collaborating with key stakeholders.
- Ensures quality standards are upheld while exceeding key performance indicators.
- Developed risk mitigation strategies through monthly meetings with Risk & Control partners.
- Focus on observability, identifying early detection tools to diagnose issues before they cause an impact, allowing for quick and efficient issue resolution.
- Facilitated growth and development of new professionals through senior-level mentorship.
Vice President – Relationship Manager
Citi
Tampa, FL
08.2018 - 10.2021
- Served as the primary point of contact for sector supplier sourcing needs, collaborating with Engagement Managers, Strategic Suppliers, and Enterprise Supply Chain
- Developed, negotiated, and facilitated supplier contracts with Citi-approved suppliers in alignment with policy and strategy
- Strengthened relationships with Business Partners and Strategic Suppliers to align business goals, reduce costs, and eliminate inefficiencies
- Worked with suppliers to enhance contract maturity through consolidation efforts, achieving a 38% reduction in active contracts
- Continuously assessed compliance risks and made decisions in the firm's best interest
Assistant Vice President – Contract Officer
Citi
Tampa, FL
05.2017 - 08.2018
- Independently managed and executed over 300 GFTS Strategic Sourcing contracts under five Senior Technology Leaders
- Led, trained, and mentored six Contract Officers
- Negotiated with suppliers, achieving significant savings and reviewing all Contract Officers' SOWs before execution
- Contributed to the development and implementation of centralized sourcing processes, validating contract data for accurate and up-to-date executive reporting
- Participated in process reviews for sourcing efficiencies with Senior Leadership
- Held weekly meetings with business teams to understand their needs, clarify contracts, and ensure timely renewals were completed
Service Desk Lead and Global ServiceNow Administrator
Gerdau
Tampa, FL
02.2010 - 01.2017
- Key member of the global team that implemented ServiceNow as the ITSM tool replacement for Gerdau in only 6 weeks.
- Optimized process efficiency within ServiceNow modules such as Chat, Mobile, and Asset Management.
- Managed a team of over 20 remote offshore Service Desk analysts, maintaining compliance with contractual SLAs and KPIs.
- Performed all ServiceNow administration and configurations, including standard configuration, user administration, security, LDAP integration, production support, and end-user troubleshooting.
- Managed ServiceNow patch release cycles and updates, devising test plans and collaborating with business units for reviews.
- Collaborated with various business teams to create tailored Service Portals, developed training materials and quick reference guides for analysts and end users, and conducted global training for employees
IT Strategic Sourcing and Vendor Relations Manager
Gerdau
Tampa, FL
02.2010 - 01.2017
- Negotiated global contracts for software, hardware, and professional services.
- Managed budget allocation, expenditures, and procurement.
- Developed and executed contract consolidation strategies, cutting costs by $1.4 million in a single year.
- Managed software license inventory and collaborated with internal customers and vendors to optimize technology solutions.
- Reviewed and chose hardware models with vendors such as CDW, Lenovo, and HP to balance cost-effectiveness and business needs.
- Consolidated multi-tiered procurement processes into a unified IT purchasing team, reducing costs through a self-service portal for hardware purchases.
- Collected audit evidence with internal and external consultants.
IT Release Manager
Gerdau
Tampa, FL
02.2010 - 01.2017
- Managed scheduled, emergency, and off-cycle releases by establishing comprehensive release plans and enforcing industry best practices.
- Collaborated with key stakeholders to review plans and pinpoint potential risks.
- Administered Serena Version Manager and Team Track tools.
- Ensured efficient management of test environments and alignment of refresh plans.
- Collaborated with Development teams to enhance release policies and processes.
Senior Release Engineer
Home Shopping Network (HSN)
St. Petersburg, FL
03.2006 - 10.2009
- Executed code migrations to Test and Production environments on UNIX/NT servers for various applications.
- Constructed and configured software employing Business Objects, Siebel8, and Oracle Forms.
- Achieved SOX compliance by conducting audits and collaborating with internal and external auditors through Tripwire.
- Guided development staff and provided mentorship to new Release Engineers.
- Tested BMC Service Desk Express CM Module, developed requirements for migration, and coordinated implementation work across teams.
- Engaged in offsite disaster recovery for configuration management activities.
Configuration Management Team Lead
Danka Office Imaging
St. Petersburg, FL
05.1998 - 03.2006
- Designed and established a standardized departmental SDLC.
- Coordinated seamless implementation of code updates while managing application configurations.
- Managed version control software PVCS.
- Implemented Change Management processes.
- Guaranteed adherence to Sarbanes-Oxley IT regulations.
- Executed automated comprehensive stress tests on applications to verify expected performance.
Education
Bachelor of Science - Management Information Systems
University of South Florida
Tampa, FloridaSkills
- Root Cause Analysis
- Risk Management
- Change Management
- Incident/Problem Management
- ServiceNow
- ITIL Framework
- Compliance and Regulatory Knowledge
- Problem-solving aptitude
- Analytical skills
- Service Level Management/KPI Tracking
- Continuous Process improvements
- Operational efficiency
- Operational risk management
Certification
ITIL Foundations V3
References
References available upon request.
Timeline
Senior Vice President – Major Problem/Incident Manager
Citi
10.2021 - Current
Vice President – Relationship Manager
Citi
08.2018 - 10.2021
Assistant Vice President – Contract Officer
Citi
05.2017 - 08.2018
Service Desk Lead and Global ServiceNow Administrator
Gerdau
02.2010 - 01.2017
IT Strategic Sourcing and Vendor Relations Manager
Gerdau
02.2010 - 01.2017
IT Release Manager
Gerdau
02.2010 - 01.2017
Senior Release Engineer
Home Shopping Network (HSN)
03.2006 - 10.2009
Configuration Management Team Lead
Danka Office Imaging
05.1998 - 03.2006
Bachelor of Science - Management Information Systems
University of South Florida
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