Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Lisa Bounds

Apopka,FL

Summary

Experienced Manager with over 25 years of experience in Professional Services and Customer Service. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Overview

35
35
years of professional experience

Work History

SENIOR MANAGER CONSULTANT DELIVERY

Cetan Corporation
Remote
10.2017 - Current
  • Developed suggestions for technical process improvements to optimize resources.
  • Created, managed and integrated application interoperability while coordinating updates and developing test cases.
  • Communicated project status, delivering audience messages and change management with clients.
  • Increased employee productivity by 23% through training and mentorship.
  • Evaluated project risk on multiple dimension, including customer impact risk, reputation risk and regulatory risk.
  • Met with clients to gather and understand requirements and coordinated with system administrators and directors to plan and schedule project activities.
  • Completed projects 15 % to 30% faster than expected, exacting cost savings of $500,000 over 6 months.
  • Led over 100 major projects from Banking, Health, Insurance and many other areas of business in last 10 years. With over 25 years deploying Enterprise Management Software Solutions.
  • Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.
  • Communicated cross-functionally with technology leaders across analysis, architecture, build, quality assurance, deployment and support teams on project execution.
  • Gathered requirements and maintained communication between project teams, internal clients and external stakeholders.
  • Generated earned value management data capture spreadsheets and reports for management.
  • Assisted product owners with prioritizing of backlogs.
  • Liaised between business and technology units to manage delivery schedules for applications.
  • Designed and led multi-department roll out of robust, scalable and secure electronic data interchange.
  • Managed deliverable estimates, negotiated resource conflicts and allocated resources.
  • Managed implementation of new technological improvements resulting in increased efficiency.
  • Worked closely with customers to evaluate various types of risks such as impact, reputation and regulatory.

CLOUD SERVICES DELIVERY MANAGER

Ellucian Company L.P
Lake Mary, FL
01.2017 - 10.2017
  • Supervised 23 Technical Support, System Administrators, Network Administrators and Application Developers in providing excellent customer service to callers requiring assistance for upgrades, migrations, configurations, new products and trouble shooting issues.
  • Saved $300k by researching and implementing swarming on issues and creating fresh new approaches to long-standing problems.
  • Managed third party contracts to ensure delivery of required services.
  • Collaborated with other managers to foster information sharing and account follow-up.
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
  • Managed overall delivery of contracted services at client site.
  • Ensured proper staffing levels to guarantee timely and accurate deliveries.
  • Interfaced effectively with key accounts, answering questions and delivering exceptional service.
  • Coordinated and led internal and external site team meetings.
  • Facilitated completion of deliveries and verified all documentation to ensure quality.
  • Coordinated staff resources, including overtime requirements.
  • Worked with high-profile customer to select third-party vendor for IT infrastructures.
  • Participated in discussions with business leaders to better understand IT issues that negatively impacted businesses.
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
  • Trained new staff on job duties, company policies and safety procedures for rapid onboarding.

SENIOR SOLUTION ARCHITECT CENTER OF EXCELLENT

BMC Software
Houston, TX
07.1998 - 12.2016
  • Managed and monitored all installed systems for highest level of availability.
  • Installed, configured, tested and maintained operating systems, application software and system management tools.
  • Implemented network security equipment ,including firewalls, two-factor authentication, and antivirus software, for networks supporting over 5,000 users.
  • Managed use of various types of databases and configured, installed and upgraded new ones.
  • Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
  • Resolved issues related to operational components for Local Area Networks and Wide Area Networks.
  • Participated in all phases of system development life cycle, from requirements analysis through system implementation.
  • Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
  • Built and maintained network infrastructure consisting of Windows, Linux and virtual products.
  • Defined enterprise processes and best practices and tailored enterprise processes for applications.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
  • Wrote and maintained custom scripts to increase system efficiency and performance time.
  • Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
  • Coordinated efforts of multiple team members engaged in projects for solution development and delivery.

Operations Manager

Lockheed Martin
Santa Ana, CA
05.1990 - 07.1998
  • Conducted performance reviews each quarter, offering praise and recommendations for improvement.
  • Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee.
  • Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
  • Evaluated upcoming program plans to forecast expected resource needs.
  • Devised, deployed and monitored processes to boost long-term business success with optimal sales and profit levels.
  • Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
  • Reduced average contract expenses by 30% through aggressive negotiations with vendors.
  • Implemented policies and standard operating procedures for continuous improvement.
  • Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 10-member management team with related direct reports.

Education

Associate of Science - Information Technology

Concordia College And University
Wilmington, DE
2003

Skills

  • BMC Control-M Workload Automation Certified
  • Ellucian Elevate integration with Banner and Colleague
  • Oracle, MSSQL, Sybase and SQLPostgres
  • z/OS, AIX, HP-UX, Solaris, Linux, iSeries, and Unisys
  • Scripting, REXX and basic COBOL SQL statements, XML
  • Microsoft Office Suite, MSProjects, Visio and other similar applications
  • JIRA, Confluence, Kanboard, Sharepoint
  • Virtual Machine Ware, Oracle VirtualBox, Hyper-V
  • SalesForce, REMEDY, Service Now, Vantive, UC4
  • SCUM Master and team member certified
  • ITIL Certified 2004
  • AWS, SaaS, Cloud Life Cycle Management, Security
  • Project Management

Accomplishments

  • BMC Software Awards: President Award, 3 Star Awards from Peers, 3 Company Reorganization Event Awards

Timeline

SENIOR MANAGER CONSULTANT DELIVERY

Cetan Corporation
10.2017 - Current

CLOUD SERVICES DELIVERY MANAGER

Ellucian Company L.P
01.2017 - 10.2017

SENIOR SOLUTION ARCHITECT CENTER OF EXCELLENT

BMC Software
07.1998 - 12.2016

Operations Manager

Lockheed Martin
05.1990 - 07.1998

Associate of Science - Information Technology

Concordia College And University

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