Walter Pruitt

• Managed day-to-day business operations.
• Consulted with customers to assess needs and propose optimal solutions.
• Evaluated suppliers to maintain cost controls and improve operations.
• Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
• Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
• Discovered areas of improvement by generating quarterly operational and sales reports.
• Prepared bank deposits and handled business sales, returns and transaction reports.
• Executing competitor and industry trend research to support clients, identify new products and service opportunities, following ITIL and ITSM best practices.
• Maintaining robust relationships to attract clients, including Saint Louis Veterans Administration Hospitals, Wachovia Securities, Congressman William Lacy Clay, Citigroup O'Fallon, Anheuser-Busch Companies, Inc., Bank of America, Grace Hill Settlement House, St. Louis Artworks, Network in Human Services, Druids Woodworking, Walgreens, Thomson Reuters, American Bar Association Chicago, Conoco Phillips, American National Bank, First Chicago Bank (Chase Bank), Lasalle Bank, AON Corporation, WW Granger, Arch Diocese of Chicago, Moody Bible, Playboy Magazine Chicago, First Options, Chicago Stock Exchange, Chicago Mercantile Exchange, and Household Finance.
• Revising client requirements to improve business plans and implementation strategy besides preparing accurate financial statements and documentation for clients.
• Accomplished ConocoPhillips contract to replace 1500 machines and upgraded additional 1500 machines to Windows 7 platform within eight months.
• Recognized replacement and upgrade schedule to minimize user network down time and data loss risk.
• Established process enabling team to image 3000 machines to complete project 50% ahead of schedule and under budget.
• Performed asset management and supply chain management of IT equipment for project along with logistics for data retrieval and secure disposal.
• Conveyed Druids Woodworking documents and receivables to digital format, streamline account payable and receivable operations.
• Improved company communications and recovered more than $300,000 from delinquent customer accounts. Modernized employee handbook for both employees and Union carpenters.
• Generated flow chart and demonstration documents packet for funding process used by St. Louis County Children's Service Fund.
• Responsible for inputting and maintaining project deliverables within Microsoft Project (Jira is less robust version of this application) for all company clients between Dec 1996 and Feb 2009.

Key Projects (using Agile/Scrum Methodology):

• Wachovia refresh changing operating image of all AG Edwards machines to current Wachovia operating image used MS Project and MS Excel in 2008.
• Veterans Administration Hospital 300 machine XP rollout (Active Low Risk (NACI) Security Clearance) in 2007.
• Citigroup O'Fallon harmonized and fitted 160 machine critical security encryption initiative and XP rollout, 2006.
• IBM - Managed installation project for Point-of-Sale systems in local retail establishments e.g., Gap, Hilton Hotels, MDS Pharma Services, Walgreens, etc. in 2004.
• ConocoPhillips - Coordinated and performed 3000 machine Windows XP rollout using Microsoft SMS in 2003.

• Helped students explore concepts with engaging, learning-focused activities.
• Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
• Developed and implemented classroom routines to address varying student needs.
• Fostered student curiosity and interest through creative hands-on activities.
• Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.

• Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
• Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
• Work across teams to organize and accelerate delivery ensuring all teams are coordinated, identified, blockers removed, and always moving forward in challenging situations, following ITIL and ITSM best practices.
• Led sprint reviews and planning meetings to promote full team engagement.
• Led cross-functional teams to successfully complete IT projects.
• Updated customers and senior leaders on progress and roadblocks.
• Wrote, updated, and maintained project documentation.
• Established and enforced project timelines and deadlines.
• Responsible for inputting and maintaining project deliverables within Jira platform.
• Understand business strategy and design approaches within product, program, or domain with depth to be credible and effective with teams.
• Act as first point of contact providing correct information and associated data about all aspects of projects.
• Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring programs stay aligned with organization objectives.
• Proactively manage all dependencies, ensuring all outputs of production ready at time of launch.
• Insure correct levels of Project Iteration, Capacity, and Velocity.
• Proactively identify risks & issues and ensure mitigation efforts are being carried out throughout software development lifecycle.
• Responsible for setup and support of Network Servers and VM's within all Data Centers and Cross Border Cages for US, UK, China, India, Indonesia, and South Africa.
• Leading 11 System Platform Architects and Engineers along with enterprise software and network engineers within various Data Centers and Cross Border Cages teams.
• Coached teams in Scaled Agile practices and provided necessary training to create positive mindset to Agile methodologies.
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.

• Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
• Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
• Led sprint reviews and planning meetings to promote full team engagement.
• Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
• Streamlined and optimized workflow and communication by implementing Agile frameworks.
• Drove multiple concurrent IT asset management and supply chain logistics projects for PPL Electric Utilities of Power and Transmission Substations to meet NERC-FERC regulatory and security compliance, following ITIL and ITSM best practices.
• Responsible for inputting and maintaining project deliverables within Jira platform.
• Responsible for all P&L expenditures for Electric Utilities of Power and Transmission Substations projects within region with average budget of $20 Million.
• Streamlined interdepartmental communications and project reporting by utilizing SharePoint and Microsoft Teams, improving lead time for project logistics and accountability of different IT teams while remaining under budget.

• Headed international, 10-member team providing Network Data Center Support, End User Support Services, Cisco & Polycom VOIP service, WIFI support, Mobile Device/BlackBerry support, & remote secure access support, maintain accurate and timely OLA, SLA and KPI service reporting for client operations, following ITIL and ITSM best practices.
• Responsible for updating and maintaining service catalog within ServiceNow along with analyzing and maintaining all matrix reporting for America's region.
• Leading IT Network Infrastructure projects involving Dell, HP, and INTEL hardware, including projects of Servers, Midrange or Mainframe platforms, DAS, SAN, and NAS storage networks, for Data Centers and other distributed platforms.
• Amplified incident SLA completion from 67.6% to 99% and request SLA completion rate from 50% to 99% by helping fill gaps in tracking process and improving reporting accuracy.
• Engaged with National Account Manager to synchronize communication and project objectives between onsite and offshore teams, using SharePoint to optimize communication and enhance service deliveries to end-users.
• Developed new service delivery to meet client needs and requirements, managed assets, supply chain, and implemented performance management process to improve operational efficiency and security.
• Directed staff hiring, training, and development and enhanced IT operations by strategizing effective project schedules while executing and monitoring GDPR & SOX compliance.
• Scanned headquarter office areas to identify WIFI coverage deficiencies, refining coverage from 70% to 100%.
• Re-designed wireless coverage to permit mobile connection for all training and meeting rooms, eradicating need for hardwired equipment.
• Instituted training and development for international engineering team in Brazil, Canada, South Africa, and US.
• Enhanced IT department incident ticket management for Allianz by executing process advances to improve technicians' training for documentation, customer communication and conflict resolution.
• Improved change management for Allianz by executing process advances to improve accountability, transparency, and improved collaboration.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Learned every team members' role to offer skilled backup during shortages and high-volume periods.
• Delivered superior customer service in every interaction and skillfully resolved conflicts.
• Trained personnel to develop new team leads for Service Desk.
• Hired, trained and supervised team of service staff members to meet business goals.
• Resolved customer complaints in professional and timely manner.
• Met with customers to discuss service needs and offer available solutions.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.

Key Agile/Scrum Projects

• Orchestrated restack projects in Chicago, Petaluma, Toronto, and O'Fallon for space reconstruction and reduction to consolidate building locations, relocate hundreds of users, and increase desk space Reduced risk of data loss.
• Performed global Lenovo hardware refresh project to replace 1000 Lenovo x200 machines by piloting asset management and supply chain management of IT equipment, ensuring data retrieval and Office 365 transition including One Note and secure disposal.
• Deployed MS Project and Excel to track progress, milestones and cost analysis of global Windows 7 refresh project replacing 5000 Dell desktops and notebooks running Windows XP including Office 365 transition. Managed IT equipment logistics.

• Established processes to exceed Wells Fargo contract, achieving 99% closing rate for service tickets closed within 24 hours in Saint Louis region, earning additional bonus of $260,000 over 5-year contract.
• Lead team's quarterly asset inventory to achieve zero variance for every quarter over 5-year contract, creating total savings of $200,000.
• Lead End User Field Support team supporting Saint Louis Corporate Office and local offices within 200-mile radius, following ITIL and ITSM best practices.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Created customer support strategies to increase customer retention.
• Resolved customer complaints in professional and timely manner.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Developed department processes and procedures to boost customer satisfaction.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Supervised field operations teams to complete projects within established timelines.
• Monitored employee performance for compliance with regulations and policies.

Key Agile/Scrum Projects

• Steered national PNC Bank hardware refresh project using MS Project and Excel to track supply chain, progress, milestones, cost analysis, and change requests.
• Performed asset management and supply chain management of IT equipment for project and directed logistics for data retrieval and secure disposal for Wells Fargo Bank Windows, Office 365 and hardware refresh project.
• Managed 12 teams with 6 members each for Wells Fargo Bank Windows 7 refresh project with Office 365 transition.
• Served as main point of contact for team and users on Wells Fargo Advisor Windows 7 and server refresh project, performing asset management and supply chain management of IT equipment.
• Slashed risk of data loss on Wells Fargo Advisor refresh project to change operating image of all Wachovia machines to updated Wells Fargo Advisors operating image with Office 365, utilizing MS Project and MS Excel to track progress.

• Supervised field operations teams to complete projects within established timelines.
• Monitored employee performance for compliance with regulations and policies.
• Presented weekly and monthly performance reports to demonstrate team progress.
• Planned and scheduled field activities according to set timelines and order of operations.
• Technical team leader supervising 4 technicians responsible for providing network technical support and repairs to more than 2000 end-users in Boston and New England area plus parts of United Kingdom, in Windows 95/98/NT/2K/XP Workstation Platforms and multiple Network Data Center Locations. Provide hardware maintenance, repair, and help desk services.
• Used MS Excel to verify and demonstrate improved client and server average down time from just less than 2 days to less than 4 hours.

Massachusetts's technical team leader for following Projects:

• Migrated 350 users in three sites from Novell network to Windows 2k active directory network. Performed decommissioning procedures on three Novell NetWare 4.1 servers.
• Supervised team of 4 migrating over 2000 machines from Windows 95/98/NT/2K to Windows XP using CCM from On Technologies.
• Imaged machines using CCM from On Technologies.
• Team member to continue Novell network decommissioning process for over 2000 users at three additional sites in New England area.
• Replaced over 1000 Windows 95/98 computers with new systems running Windows 2000.

• Provided end-user system and equipment training.
• Responded to inquiries by phone, email and walk-up requests.
• Logged activities in tracking system (BNC Remedy) to maintain accurate, timely records.
• Walked user through series of steps to determine problem and implement likely solution.
• Installed new desktop systems and migrated data to new machines.
• Oversaw installations of new technology and new personnel training.

Key Agile/Scrum Projects

• Member of the Chicago Deskside support team using the Remedy ticketing system.
• Migrated over a 1000 machines from Windows 95/98/NT to Windows 2K Using Zenworks.

Awards Received

• “Outstanding Achievement” Award, 1999
• “Way To Go” Award, 1998