DENNIS BOWEN
Matteson
Summary
Visionary IT Executive with over 25 years of experience in IT Support Leadership and ITSM modernization. Proven track record in overseeing enterprise-wide technology delivery, implementing high-performance IT Service Catalogs, and championing Service Level Management across diverse global environments. Expert in coordinating regional field services and optimizing both remote and local support models to ensure alignment with critical business objectives. Strategic leader with experience managing capital and operational budgets up to $153M.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Delivery Manager/Project Manager
INFOSYS LTD
08.2021 - Current
- Implement enterprise-wide ITSM modernization strategies and Service Level Management protocols using platforms like BMC Helix and FreshService to boost delivery efficiency.
- Oversee the development and maintenance of a comprehensive IT Service Catalog, ensuring clear communication of product changes and project progress to stakeholders.
- Champion strict adherence to SLAs and KPIs, maintaining high standards in service delivery and consistently exceeding quality benchmarks for AWS Cloud Migrations.
- Coordinate workshops on emerging industry trends and ITSM best practices, aligning internal team knowledge with organizational support objectives and CI/CD development.
Senior Mainframe Technical/Senior Solution Architect
ENSONO CORPORATION
01.2020 - 06.2020
- Articulate and provide technical leadership in the design of enterprise-wide business solutions, integrating modern Endpoint Management strategies into legacy systems.
- Oversee the development of architecture standards and guidelines for IBM On Demand Cloud Support, ensuring scalability and alignment with organizational goals.
- Champion the research and implementation of emerging technologies to enhance existing mainframe architectures and improve remote support infrastructure.
- Implement high-level system architectures tailored to meet customer requirements, focusing on long-term viability and high-quality technology delivery.
Web Services Release Manager
FEDERAL EXPRESS
Collierville
01.2019 - 12.2019
- Oversee the web hosting environment and enterprise Endpoint Management, ensuring server configuration and maintenance for 99.9% uptime and seamless deployment.
- Implement web services strategies and network infrastructure optimizations to improve performance and reliability across multiple global platforms.
- Champion DevOps support and code migration initiatives, streamlining the release process for user-friendly web interfaces and internal business tools.
- Coordinate data-driven site performance optimizations by analyzing website traffic trends and aligning results with organizational user experience goals.
Senior Program Manager
UNITED AIRLINES
Chicago
03.2018 - 09.2018
- Implement and establish governance structures tailored to organizational needs, ensuring effective oversight of complex IT programs and field service projects.
- Coordinate communication between cross-functional teams to ensure the seamless delivery of high-stakes technology projects aligned with business objectives.
- Oversee change request management processes, maintaining alignment with project goals and timelines while addressing shifting scope in dynamic environments.
- Articulate business cases for new initiatives, providing strategic insights for budget management and technical infrastructure enhancements.
Client Delivery/Program Manager
JUNIPER NETWORKS (TECH MAHINDRA)
Sunnyvale
03.2017 - 10.2017
- Oversee a team of 75 IT support professionals across regional locations, driving high-quality Field Service Management and operational efficiency.
- Implement and optimize remote and local support models for infrastructure managed services, serving as the primary liaison for critical account management.
- Coordinate client communications and escalations while managing RFPs and pre-sales technical support to drive business growth and service expansion.
- Champion the alignment of day-to-day infrastructure support operations with client expectations and enterprise Service Level Management benchmarks.
Program Director - PMO (Project Management Office)
HCL TECHNOLOGIES
01.2015 - 10.2016
- Oversee solution architects in the design and execution of IT Infrastructure Managed Services, integrating Network Infrastructure and Call Center Voice Platforms.
- Articulate comprehensive infrastructure solutions and strategic value to senior management and external stakeholders to drive project outcomes.
- Implement transition and transformation initiatives, ensuring seamless technology delivery from pre-sales through to steady-state support.
- Champion PMO methodology refinements and participate in MSA negotiations to enhance service delivery and budget management efficiency.
Senior Program Manager
TECH MAHINDRA - INTERNAL AT HARFORD CT
Hartford
11.2013 - 01.2015
- Oversee and maintain governance structures for global programs, ensuring adherence to organizational standards and ITSM best practices.
- Coordinate effective communication across cross-functional teams to ensure the successful delivery of complex projects on time and within scope.
- Implement rigorous change management processes to handle scope modifications while maintaining alignment with stakeholder expectations.
- Articulate strategic insights to support business case development for new infrastructure initiatives and organizational enhancements.
Principal of Infrastructure Managed Services
BLUE CROSS BLUE SHIELD
Chicago
06.2013 - 11.2013
- Oversee the construction of innovative managed services solutions across Healthcare and Finance sectors, focusing on high-quality Network Infrastructure.
- Champion expert consultancy on infrastructure platforms including Mainframe, UNIX, Networks, and Call Center Voice Platforms to mitigate project risk.
- Implement compelling RFP proposals that secured new business opportunities by highlighting modernized IT support and delivery models.
- Coordinate solution focal points for managed services projects, guiding strategic choices in Midrange and Windows database platforms.
Senior Project Manager
CITY OF MEMPHIS
Memphis
06.2012 - 06.2013
- Oversee project scope, timeline, and budget management for a large-scale Data Center Planning and Migration initiative.
- Coordinate resources across multiple municipal departments, driving collaboration and ensuring timely completion of technology delivery milestones.
- Implement comprehensive project plans that provided transparency and high-quality status reporting to senior management and stakeholders.
- Champion effective communication between technical project teams and city leadership to ensure alignment with long-term infrastructure goals.
Senior Program Manager
EMDEON HEALTHCARE CLEARINGHOUSE (COGNIZANT)
Nashville
06.2009 - 02.2012
- Oversee a $153M capital and operational budget, ensuring fiscal responsibility and aligning all technology expenditures with strategic business objectives.
- Implement high-quality technology delivery models that increased customer satisfaction by 90% across cross-functional program environments.
- Champion and enforce governance structures for IT programs, ensuring 50% improvement in service availability for 24x7x365 data center operations.
- Coordinate scope modifications and change requests during the program lifecycle to maintain project integrity and achieve target performance metrics.
Education
MBA - Applied Science & Technology
ALMEDA UNIVERSITY
BOISE, IDAHOMaster of Science - Information Technology
ALMEDA UNIVERSITY
BOISE, IDAHOBachelor of Science - Computer Science
ALMEDA UNIVERSITY
BOISE, IDAHOSkills
- BMC Helix
- Call Center Voice Platforms
- FreshService
- IT Service Catalog
- ITIL Best Practices
- ITSM Frameworks
- Service Level Management
- SLA and KPI Management
- 24x7x365 Operations Support
- Data Center Management
- Endpoint Management
- Field Service Management
- Infrastructure Managed Services
- IT Support Leadership
- Remote and Local Support Models
- AWS Cloud Support
- Azure Cloud Implementation
- DevOps Support
- IBM On Demand Data Center Support
- Migration Strategies
- Network Infrastructure
- Web Hosting Environment
- Agile Methodology (ACP)
- Budget Management ($153M)
- Contract Management (MSA)
- Project Management (PMP)
- Risk Mitigation
- Strategic Planning
- Team Leadership (75 Staff)
- Technology Evaluations
Certification
- PMI-ACP, Certified Agile Practitioner - PMI, 2018
- PMI-PMP, Certified Project Management Professional - PMI, 2015
Accomplishments
- Architected a $150M managed services engagement for data center outsourcing and support at IBM Global Services, driving efficiency and cost-effectiveness.
- Re-architected IT data center infrastructure for a major banking institution, redesigning hardware and software infrastructure, achieving 24x7 availability, and reducing the budget by $5M.
- Led the rebuilding of IT operational infrastructure for a $53M managed services engagement at Cognizant Technologies, enhancing service delivery and operational stability.
- Directed the transition and transformation of a large IT data center for First Option Clearing Corporation, resulting in a $2M cost reduction.
- Spearheaded initiatives at Emdeon Services/Cognizant Technologies that increased customer satisfaction by 90%, significantly improving client retention and engagement.
- Enhanced service availability by 50% for a 24x7x365 IT data center, improving infrastructure support by 60% and reducing annual operating costs by $750K.
- Achieved a 50% reduction in operational expenses for infrastructure data center operations, streamlining processes and optimizing resource allocation.
- Managed a $153M capital and operational budget, ensuring fiscal responsibility and aligning expenditures with strategic objectives.
Timeline
Service Delivery Manager/Project Manager
INFOSYS LTD
08.2021 - Current
Senior Mainframe Technical/Senior Solution Architect
ENSONO CORPORATION
01.2020 - 06.2020
Web Services Release Manager
FEDERAL EXPRESS
01.2019 - 12.2019
Senior Program Manager
UNITED AIRLINES
03.2018 - 09.2018
Client Delivery/Program Manager
JUNIPER NETWORKS (TECH MAHINDRA)
03.2017 - 10.2017
Program Director - PMO (Project Management Office)
HCL TECHNOLOGIES
01.2015 - 10.2016
Senior Program Manager
TECH MAHINDRA - INTERNAL AT HARFORD CT
11.2013 - 01.2015
Principal of Infrastructure Managed Services
BLUE CROSS BLUE SHIELD
06.2013 - 11.2013
Senior Project Manager
CITY OF MEMPHIS
06.2012 - 06.2013
Senior Program Manager
EMDEON HEALTHCARE CLEARINGHOUSE (COGNIZANT)
06.2009 - 02.2012
MBA - Applied Science & Technology
ALMEDA UNIVERSITY
Master of Science - Information Technology
ALMEDA UNIVERSITY
Bachelor of Science - Computer Science
ALMEDA UNIVERSITY