Donald Major Jr
Kennesaw,Georgia
Summary
I am writing to express my interest in this leadership position at your organization. With over fifteen years of experience in information technology, coupled with my extensive educational background and certifications, I am confident in my ability to make a significant impact on your team. Currently a Senior Director of IT driving proven results within the IT industry. Manages complex technology issues while meeting business objectives. Strong operational skills and solid experience regulating IT policies and managing budget expenditures. Collaborates with management teams and stakeholders to uphold the company's technical vision.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Director of IT
Cognizant Technology Solutions
01.2016 - Current
- Leads the delivery and documentation of IT service management processes and procedures and champions the benefits of incident, problem, change, request, knowledge, and configuration management and other IT Service Management processes
- Responsible for all IT Desktop support related services and activities as well as vendor/ 3rd party management, migrations/office expansion, price negotiation, hardware, software and networking systems and services
- Exposure to multiple infrastructure domain technical areas including data center operations, server and client environments, network, security, service desk and end user computing
- Manage the deployment, monitoring, maintenance, development, upgrade, and support of all business applications and IT systems, including servers, PCs, operating systems, hardware, software, and peripherals
- Investigate and resolve complex customer issues; communicate effectively with the public, internal staff, consultants, vendors, and other departments
- Provide leadership, coaching, and mentoring to the Deskside Support and M365 services teams, fostering a culture of innovation, collaboration, transparency, and continuous improvement
- Ability to effectively interact with all levels of management in a large IT organization, from a CIO through operations management and PMO teams
- Engage IT tier teams by providing trends and ensuring the IT Service Desk has proper documentation to manage to those trends
- Defines, develops, implements, and maintains the improvement roadmap for multiple ITIL processes to improve alignment and business outcomes
- Overseeing and managing a remote team of IT professionals domestically and offshore locations, ensuring effective communication, coordination, and collaboration
- Assessing and improving existing workflows and processes to ensure smooth coordination between the onshore and offshore teams, eliminating bottlenecks, and enhancing overall operational efficiency
- Established partnerships with key stakeholders to align IT support goals with business objectives
- Experience in transition to service delivery hand-off preferred Program management (Multiple projects) management experience large team leadership experience
- Identify and define the right KPIs and SLAs
- Manage and monitor the overall health and functionality of the SharePoint environment including disk space utilization, load balancing, site usage and growth
- Collaborating with external vendors, suppliers, or offshore service providers to negotiate contracts, manage deliverables, and ensure adherence to service-level agreements (SLAs) and quality standards
- Excellent understanding of the offshore delivery model and related process frameworks
- Experience in handling offshore delivery
- Responsible for the packaging of applications for release to user images for devices used, PCs, Laptops, Mobile Devices using JAMF and Intune
- Manages the Incident, Problem, Change, Configuration, Knowledge management processes
- Consult closely with the business unit management teams to support plans and objectives through the identification, evaluation, and prioritization of opportunities to leverage the Company’s IT investments
- Managed a self-service implementation project which improved the overall end user customer experience
- Oversee IT Service Desk transformation initiatives to ensure they support the achievement of the short/long term plan(s)
- Oversee and determine timeframes for major IT projects including helpdesk, system updates, upgrades, migrations, and outages
- Initiates, leads and participates in projects on a corporate and business unit level which are aimed at internal IT landscape development and improvements
- Manages all aspects of the service desk offering including any outsourced vendor usage
- Tracking vendor output, SLAs, cost, and quality
- Successfully managed and delivered large-scale IT projects, resulting in improved performance and customer satisfaction
- Focused the quality assurance team on understanding the strategy behind the work to ensure excellent customer service resulting in CSAT scores above 99.7%
- Coordinate technology onboarding/offboarding, and train existing team members on new systems
- Managed internal and outsourced functions that provided shared and dedicated support services to 100,000+ internal customers globally
- Lead a culture of automation and operational excellence across the team, including the infrastructure to help the team manage their operation workload while limiting overhead
- Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for IT systems
- Review metrics associated to services provided and drive continual service improvements regardless of where the technology components, skills, or processes reside
- Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
IT Support Lead/Asst IT Dir
Savannah State University
01.2009 - 12.2015
- Manages a team of individuals who support the university’s technology needs, including Help Desk (Landesk/BMC Footprints, Salesforce), PC Support, desktop applications, and other electronics that are working in a ITIL environment with ITSM policies
- Work closely with data specialist in Financial Aid, Student Accounts, and Admissions and other departments within the division to build and accurately produce quantitative and qualitative reports that assess production and performance as for retention initiatives
- Evaluate performance and provide coaching for IT personnel
- Participate in career development and succession planning processes
- Promote diversity and foster teamwork, collaboration, and a learning organization
- Provide input on development and retention processes for IT employees
- Develop and generate reports for all areas of the Registrar's Office: Academic Records, Registration, Graduation, Cross Registration, Veteran, Residency, Enrollment Services
- Sets and meets performance standards to meet customer service and sales goals of company
- Trains and coaches’ employees to achieve high performance
- Measures employee performance against goals and makes all appropriate employment decisions
- Responsible for achieving and maintaining core KPI scorecard measurements at or above stated goals (SLA, Backlog, Avg cases closed per day per analyst, Customer Satisfaction)
- Contributes to the success of the Information Technology Division and assists in improving the overall customer experience within the assigned team continually
- Assist with error-free submission of enrollment, student and course data, ADC reporting to the University System of Georgia, ensuring timely and accurate submissions that are required twice a semester
- Coach, mentor, and develop staff, including overseeing new employee on-boarding and providing career development planning and opportunities
- Provides support to end users in BMC SDE and the Self-Service Portal
- Coordinates IT and vendor resources and consults with business partners regarding technology needs
- Participates in the bidding process for technology infrastructure and equipment including writing specifications
- Support Active Directory needs and Office 365 requests
- Generate targeted email lists in response to requests received from the university community; coordinate delivery with Help Desk if deemed necessary.
Education
Doctor of Business Administration; Ph.D -
Walden University
Master of Business Administration -
Webster University
Bachelor of Science in Information Technology/Software Engineering -
University of Phoenix
Skills
- ITSM/ITIL Experience
- Helpdesk Ticketing System Experience (ServiceNow, Invanti, Remedy, BMC Footprints, Salesforce, JIRA, ManageEngine)
- Experience with Azure Active Directory/GPO, MS System Center, or other systems management platforms
- Agile-Scrum Experience
- Vendor/Asset Management Experience
- Monitoring Experience (Solarwinds, Nagios)
- Cloud Storage Solutions (OneDrive, DropBox)
- SCCM/MECM Experience
- VPN Access Experience
- Kanban Experience
- Backup Recovery (BackBlaze & CrashPlan)
- Multi Factor Authentication (Okta, Google Authenticator, Duo, JumpCloud)
- Cisco Unity Phone System Experience
- MS Office 365 Experience (Exchange, Outlook, Excel, SharePoint, etc)
- Experience with servers (physical and virtual such as VMware), domains and networks (LAN & WAN)
- Anti-virus solutions/Firewall (Sophos, Mimecast, Proofpoint,)
- Mobile Device Management (Jamf, Intune, AirWatch)
- Collaborative Leadership
- Culture Transformation
- Team Management
- Policy Development
- Organizational Development
- Policy Implementation
- Stakeholder Relations
- Practice Operations Management
- Strategic Planning
- People Management
- Information Technology Management
Certification
- Project Management Professional (PMP)
- Certified Scrum Master
- AWS Certified Cloud Practitioner
- ITIL 4 Certified
Timeline
Senior Director of IT
Cognizant Technology Solutions
01.2016 - Current
IT Support Lead/Asst IT Dir
Savannah State University
01.2009 - 12.2015
Doctor of Business Administration; Ph.D -
Walden University
Master of Business Administration -
Webster University
Bachelor of Science in Information Technology/Software Engineering -
University of Phoenix