Kelvin T. Harrington
Vancouver,WA
Summary
Insightful Information Technology Manager with 20+ years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering solutions for leading organizations. Strong knowledge and passion around SLA attainability and operational excellence. Proven success at adopting and deploying ITSM / ITIL methodologies for incident, problem, change and release management.
Overview
30
30
years of professional experience
1
1
Certification
Work History
VP of IT Operations and Sales
The Headcount
Vancouver, WA
11.2021 - Current
- Provided executive overview of fully integrated ITIL operations with full support and Dev/Ops teams
- Developed supporting automated process for better efficiency of SLA deliveries and KPIs.
- Deployed full ITSM suite of tools to support Change, Incident and Problem management processes.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Utilize technical acumen to engage with potential customers.
Director of Information Technology
MJ Murdock Charitable Trust
03.2022 - 07.2023
- Analyzed department and job-related functionality requirements to align technology priorities with business needs.
- Developed and maintained service level agreements for strategic applications and measured performance against objectives.
- Prioritized framework to evaluate technology and regulate communication with business stakeholders.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes and performance measurements to balance continuous innovation with responsible risk-taking.
- Identified opportunities for application optimization, redesign and development and troubleshot and resolved user and application issues.
- Fostered positive working environment that encouraged innovation, collaboration and accountability and managed end-user needs with functional and security responsibilities.
Sales & Marketing Director
B2Gnow (Diversity Management Software)
01.2016 - 03.2022
- Develop and improve performance of team and individuals by providing clear expectations, delivering performance feedback and follow up.
- Train and provide development opportunities for staff, ensure performance management goals are reviewed regularly and on-going feedback is provided.
- Develop written formal performance improvement plans for underperforming CSR’s.
- Provide Leadership by example by meeting with prospects, identify services required, negotiate pricing proposals and complete procurement process to completion of sale.
- Work closely with industry related organizations within the industry of supplier diversity to build brand of company and be recognized as point of contact for opportunities.
- Provide development opportunities for top performers in order to groom them for future growth and promotion while developing bend strength and depth.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Engaged with customers to effectively build rapport and lasting relationships with diversity based organizations such as WBENC, NMSDC, NGLCC, NaVOBA and others.
- Provided positive first impressions to welcome existing, new and potential customers.
Director
TSYS Acquiring Solutions
04.2004 - 05.2016
- Command Center Operations Responsible for providing strategic overview, leadership and guidance of Command Center Operations for managing critical systems, changes, issues, projects, SLAs, and staff in 24x7 operations environment.
- Developed ITIL based organization which provides more substantial process for managing incidents, problems and change control.
- Provides weekly, monthly, quarterly and YTD metrics for all IT services to COO (i.e., service availability, SLA attainability, service interruption report, daily operational reporting, etc...)
- Lead Six Sigma initiatives for operations to decrease identified defects and eliminate COPQ (Cost of Poor Quality).
- Developed Production Support Group to provide 2nd Level support for escalation, problem management and system architecture for more proactive approach to IT issues.
- Provide analysis of resource allocation for all of IT as it relates to system capacity, infrastructure and customer demand.
- Oversee, manage and maintain departmental budget by providing financial analysis of department cost center.
- Ensure managers are leading with highest levels of efficiency and effectiveness as well as providing necessary leadership that fosters creative, positive and productive workplace.
- Ensure all departmental processes and procedures are in compliance with IT Audit requirements (SAS70, Sarbanes Oxley, etc…) and provide evidence of compliance to accounting firms.
- Provide presentation of Weekly Incident Update Reporting to Senior Leadership on a weekly basis.
- Manage, maintain and provide input for negotiations for vendor relationships.
- Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
- Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
Line Technology Manager
IBM, Global Business Services
05.2002 - 04.2004
- Manage team of technical professionals supporting production batch deliverables for American Express account.
- Provide professional and technical leadership to technology professionals within a mainframe (OS/390 & z/OS) and distributed / mid range (UNIX) environments.
- Developed marketing strategies for services provided by Global Production Control and presented ideas to Executives of American Express.
- Implemented scheduling tool (ZEKE / ZEBB) into Global Production Control.
- Recovered over $500,000 in lost revenue through gap identification, procedure modification, and process improvements.
- Lead Disaster Recovery activities for American Express account to ensure business continuity plans are in place.
- Led automation efforts for data retrieval, analysis, and submission processes throughout department.
- Managed implementation of new technological improvements resulting in increased efficiency.
Manager
American Express
04.1994 - 05.2002
- Global Production Control Manage department of technical professionals whose business commitments were to provide optimum service in regards to mainframe production batch delivery.
- Provided leadership to team of technical professionals for American Express Financial Advisors.
- Created, implemented, and supported department databases, Intranet website, and information management infrastructure.
- Created department metrics and reporting throughout organization.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Developed and maintained relationships with customers and suppliers through account development.
Education
Contract Compliance Administrator - Purchasing, Procurement, And Contracts Management
Morgan State University
Baltimore, MD09.2019
Bachelor’s Degree - Computer Information Science
University of Minnesota
Minneapolis, MN03.1992
Skills
- Network Infrastructure Support
- Data Retention
- Technical System Improvements
- Software and Hardware Implementation
- ITSM Operational expertise
- ITIL v3 certified - Working on v4 currently
Certification
Technical - MS Admin Certified, Python Programming; ITIL v3 Certified; Project Management (Team Workbench, Microsoft Project); Six Sigma Green Belt Certified
Timeline
Director of Information Technology
MJ Murdock Charitable Trust
03.2022 - 07.2023
VP of IT Operations and Sales
The Headcount
11.2021 - Current
Sales & Marketing Director
B2Gnow (Diversity Management Software)
01.2016 - 03.2022
Director
TSYS Acquiring Solutions
04.2004 - 05.2016
Line Technology Manager
IBM, Global Business Services
05.2002 - 04.2004
Manager
American Express
04.1994 - 05.2002
Contract Compliance Administrator - Purchasing, Procurement, And Contracts Management
Morgan State University
Bachelor’s Degree - Computer Information Science
University of Minnesota
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