LAURIE GRAHAM
Oak Harbor
Summary
Transformational Infrastructure and IT Service Continuity leader with 20+ years in enterprise technology operations. Expertise in project management, disaster recovery, and IT service management, driving large-scale transformations and optimizing operational costs. Committed to aligning technology strategy with business priorities, enhancing resilience, and managing mission-critical systems while guiding high-performing teams to achieve strategic objectives.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Senior IT Manager - IT Service Continuity Program Manager / ITSM
UNIVERSITY OF CALIFORNIA
Berkeley
03.2013 - Current
- Established and directed the IT Disaster Recovery program and spearheaded development of an IT Service Continuity Management (ITSCM) program aligned with ITIL, defining strategy and execution models
- Oversaw IT service continuity and disaster recovery initiatives to ensure operational resilience.
- Led the IT Resilience program, implemented campus wide IT Recovery policy, IT Risk Auditing, Compliance Monitoring, and ITDR Exercises throughout all campus departments
- Partnered with senior leadership to align recovery strategies with business priorities
- Co-chaired a 10-campus ITDR committee to standardize practices across the system. Enabled policy standardization, development of DR best practices and system wide tool improvement
- Led a Department Operations Center (DOC) program for disaster response, collaborating with the Emergency Operations Center (EOC)
- Collaborated and coordinated with cross-functional teams to enhance service delivery and operational outcomes.
- Standardized operational processes, defined SLAs, and established performance metrics to enhance major incident response, reduce MTTR, and improve SLA compliance.
- Managed cost-recovery financial budgets and customer relationships across institutions while negotiating vendor contracts to optimize resource allocation.
- Led IT Database, Enterprise Storage, Enterprise Backup, and Endpoint Operations Services
- Led enterprise automation using Control-M and managed file transfer solutions across 10 campuses, 5 medical centers, 2 labs and external partners
- Improved operational efficiency by automating thousands of batch processes and file transfers
- Demonstrated ITSM and ITIL practices by implementing structured frameworks for service management.
- Guided teams to optimize configuration processes.
- Participated in a project to implement Configuration Management Practice along with CMDB/CSDM
- Led CAB - Change Advisory Board meetings, Optimized ITSM processes enhancing Change, Incident, and Problem Management
- Performed Incident Commander role and led post-incident reviews to improve service reliability and reduce downtime
- Advised senior leadership on IT risk, resilience strategy, and governance framework
- Promoted automation and process enhancements for scalability, leading cross-functional initiatives to modernize IT service delivery
- Committed to building great user experiences that deliver measurable business results. Utilized Project Management skills
- Promoted automation and process enhancements for scalability, leading cross-functional initiatives to modernize IT service delivery
Infrastructure and Service Delivery Consultant
DEFENSE MANPOWER DATA CENTER | Hewlett-Packard
Seaside
01.2010 - 03.2013
- Led Oracle platform upgrades and high-availability architecture implementations
- Managed Oracle Database, Oracle Web, Tools, and Virtual teams to ensure seamless integration and service delivery.
- Provided consulting leadership for federal systems, focusing on modernization, high availability, and platform transitions.
- Guided virtualization and end-user computing transformation initiatives to enhance operational efficiency and user experience.
- Managed cross-functional teams to implement mission-critical system improvements, ensuring alignment with organizational goals.
- Maintained active secret clearance for access to sensitive information
Manager, Infrastructure Operations
NCCI Holdings
Boca Raton
01.1996 - 12.2009
- Advised on infrastructure architecture, disaster recovery, and enterprise operations in progressively senior roles.
- Developed and executed enterprise disaster recovery and replication strategies, reducing data loss from 24 hours to 15 minutes. Renegotiated the disaster recovery hot site contract, resulting in a 67% reduction in declaration costs and a 27% reduction in monthly costs
- Led project to design, relocate, implement and manage operations of 19,000 sq. ft. enterprise data center (350+ servers), with a $10M operation budget and capital planning. Delivered 100% uptime during data center migration
- Improved change success rate to 97% with minimal rework, utilizing home-grown CMDB
- Addressed backup-related production issues by implementing new protocols.
- Achieved $725 cost savings through optimization of infrastructure and disaster recovery processes.
- Implemented sub-capacity pricing strategy, resulting in 36% annual reduction in software costs.
- Led the Y2K initiative for infrastructure, assuring a non-disruptive rollover of operations
Education
B.S. -
Management Information Systems
12-2026
Skills
- IT Service Continuity & Resilience
- IT Disaster Recovery
- IT Service Management
- Incident Management
- Change Management
- Service Level Management
- ITIL 4
- ITIL Framework
- ServiceNow ITSM
- ServiceNow
- Project Leadership
- Program Management
- Portfolio Management
- Risk Management
- Operations Management
- Technology Operations
- Data recovery
- Data Center Operations
- Enterprise Storage (SAN/NAS)
- Legacy Systems Management
- Incident Response
- Continuity planning
- Recovery Testing
- Vendor Management
- Budget Oversight
- Compliance
- IT Leadership & Governance
- Team leadership
- Coaching & mentoring
- Change management
- Control-M
- ServiceNow
- Commvault
- NetBackup
- ITIL Framework
Certification
- ITIL Foundations V3
- ITIL Service Operations
- Modernizing Incident Response: How to Recover Faster From High-Impact Events
- Future-proof Your IT and Become Cyber Resilient
Technical Environment
- Enterprise Storage (SAN/NAS)
- Backup & Recovery
- ServiceNow
- Control-M
- NetBackup
- ITIL Framework
- Commvault
- Fusion ITDR software
Accomplishments
- Reduced software costs by 36% annually via sub-capacity pricing strategy.
- Delivered 100% uptime during full data center migration.
- Recognized as one of 18 'Unsung Heroines' in UC Berkeley's 150-year celebration.
- Selected for competitive multi-university leadership development program.
- Coached and mentored individuals at Rice University, Stanford University and University of California/Berkeley.
Executive Value
- Trusted advisor to leadership on risk, resilience, and infrastructure strategy.
- Proven ability to stabilize and transform complex IT environments.
- Strong track record of delivering measurable business outcomes, not just technical solutions.
- Effective communicator, bridging technical teams and executive stakeholders.
Core Competencies
IT Strategy, Operations Management, Budget Oversight, Vendor Management, Compliance, IT Leadership and Team Management, Effective Coaching and Mentoring, Self-Motivation, ITIL 4, ServiceNow ITSM, Incident Management, Change Management, Service Level Management, ITSCM, IT Disaster Recovery, Business Continuity Planning, BIA, Recovery Testing, Crisis Management, Program Management, Portfolio Management, Risk Management, Organizational Change Management, Infrastructure Operations, Cloud Services, Backup & Recovery, Data Center Operations
Timeline
Senior IT Manager - IT Service Continuity Program Manager / ITSM
UNIVERSITY OF CALIFORNIA
03.2013 - Current
Infrastructure and Service Delivery Consultant
DEFENSE MANPOWER DATA CENTER | Hewlett-Packard
01.2010 - 03.2013
Manager, Infrastructure Operations
NCCI Holdings
01.1996 - 12.2009
B.S. -
Management Information Systems