Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

William Pepper

Granbury,TX

Summary

A strategic and insightful Information Technology Manager with 23 years of IT leadership experience including oversight of infrastructure, application support, customer success, and project management. Performance and data driven focus. Strong advocate of governance and service management principles. Proven leader in directing operations, maintenance, and support of complex systems. Delivers business solutions, leveraging diverse methodologies and technology solutions for any organization. Highly adept in building teams and developing relationships.

Overview

22
22
years of professional experience
1
1
Certification

Work History

IT Supervisor Office of IT Director

City Of Arlington
08.2021 - Current
  • Special projects as needed under direction of CTO (IT Director)
  • Audit review and response to Internal Audit findings
  • Implemented recommended changes in response to COBIT based audit
  • SaaS vendor management, internal controls, documentation, contractual requirements
  • Software Procurement process review and improvement. Including enterprise training, documentation, and performance metrics
  • Managed Six Sigma consultant engagement
  • Implementation of critical controls to address Shadow IT purchases. Partner with Finance/ Procurement Department management and team
  • Established performance metrics and worked with data architect to design and implement Power BI dashboard for performance monitoring and review
  • Created new SharePoint site for Technology Purchasing to improve and increase visibility, awareness, and sharing of information
  • Microsoft Enterprise Licensing
  • Coordinated all information technology staff (top down) and managed Microsoft EA renewal. Managed reconciliation process to identify gaps, opportunities, and efficiencies
  • Optimization analysis which included deep dive on SQL infrastructure and O365 Licensing
  • IT Strategic Plan, IT Policy, and IT Standards Review. Identified strengths and weaknesses
  • Developed business plan - implementation of enterprise IT Governance. Presented recommendations for enterprise alignment and sustainability
  • Contract Management, IT Budget and Commitments. Coordination of all IT Managers in analysis of IT Contracts and Commitments. Identification of critical gaps and opportunities for improvement
  • Project Manager for Citizen Relationship Management enterprise solution. Manged procurement, contract negotiation, Council report, budget, diverse enterprise teams , development of service request classification, and workflows. Mobile, Web, GIS, Knowledge-base, and marketing.

IT Supervisor Software Services

City Of Arlington
01.2012 - 08.2021
  • Managed 11 full time employees, contractors as needed, partnerships with local high schools and colleges providing career development and coaching through internships.
  • Conduct interviews, on-boarding, performance reviews, and managed employee development
  • Strategic oversight and management of technology solutions for internal IT (RemedyForce Service Management) and enterprise applications for Municipal Court, City of Arlington CAD, Human Resources, Finance, Community Development and Planning, Public Works, Code Enforcement, Health Services, Police, and Parks
  • Management of application purchasing, third party vendors, and support contracts
  • Defined and improved processes to ensure quality IT services in application maintenance, support, and delivery of services through transparency, efficiency, and performance management
  • Research and Development of documentation and procedures to capture application systems information and knowledge retention
  • Participated on departmental Information Technology Governance Team
  • Development of IT Strategic Plan
  • Service Management planning, design, and documentation
  • Project Management (software selection, acquisition, development, implementation, upgrades, and training)

IT Project Manager

City Of Arlington
10.2010 - 01.2012
  • Performed work as project manager on assigned enterprise projects. Parks Point of Sales system. Document management
  • Participated in team Project Management Office meetings
  • Developed project process templates and tools

Knowledge Services Manager, General Services

City Of Arlington
01.2008 - 10.2010
  • Management of Internal Services department consisting of 10 employees, operating 3 business divisions, including Records Management Department for City of Arlington stakeholders
  • City of Arlington Water Bill Printing, Enterprise Copiers and Printing (including purchasing and inventory management), Mail Delivery, Records Inventory and Warehouse management, and Digital records management
  • Implemented film to digital scanning services
  • Equipment selection and acquisition
  • Analysis of enterprise charges, billing, and program costing across multiple services.
  • Developed partnerships with all City departments to define business needs, service requirements, and budgeting
  • Streamlined overall financial management of department
  • Management and oversight of City document retention schedules, document disposition, storage, and retrieval
  • Implemented customer support process
  • Maintained Budget of $2.6 million dollars, including budget development and quarterly reviews
  • Managed conversion of internal Billing and Work Order Management system and process from legacy mainframe to Microsoft Office SharePoint (MOSS) environment
  • Implemented records inventory and warehouse management program with zero-cost solution.
  • Managed warehouse acquisition. Selection and budgeting. Updated all paper records to secure, climate controlled, and environmentally sound facilities

Knowledge Services Manager

City Of Arlington
04.2005 - 01.2008
  • Implementation, administration, project management, and Support of mission critical and City Council driven applications to meet City objectives
  • Council Agenda Management, Citizen Relationship Management, Electronic Document Management, Enterprise Performance Management, and City Budget solution
  • Collaboration on strategy, design, and deliverables; including IT divisions, all City of Arlington departments, consultants, and vendors
  • Designed and facilitated end-user training
  • Leveraged technology to improve efficiency, transparency, and reporting to enable alignment with organizational goals
  • Managed RFP/ RFQ processes and bid selection
  • Coordinated all City departments during data capture, interviews, and data analysis
  • Conducted alignment meetings with key stakeholders including City Council members
  • Strategy presentations to City Council Committees and City Manager group.

Information Systems Administrator

AZZ incorporated
08.2001 - 04.2005
  • Responsible for up to 500 workstations and servers. Windows 2000 Professional/ NT server/ Windows 2000 server/ Microsoft Exchange/Web Server environment
  • Managed System Backup administration, UPS Power backup, Network Switches, VPN, Firewall, and Security administration
  • Responsible for Operating System and Application deployment process, hardware maintenance, and implementation methodology
  • Maintained all systems with department appropriate hardware and software
  • Developed and implemented time saving installation and support techniques, effectively reducing deployment time 75%
  • Primary help desk support for users within corporate office and 17 company offices, all with varying IT infrastructures
  • Demonstrated skills in identifying and resolving connectivity/ routing issues, workstation hardware and software issues, networking issues, AS400 connectivity and application issues
  • Maintenance for all Microsoft based systems
  • Performed as Project Manager for Sales Customer Relationship Management implementation team
  • Managed change requests, implemented scope change control process, monitor and track development and performance, conducted post-deployment reviews with vendors and project sponsors
  • Project Manager assigned to Oracle report development project for Oracle Financial roll-out. Responsible for managing developer task allocation, development of change management framework, implementation of document management control, design of development process, and testing. Management and coordination of development team, stakeholders, and employees
  • Assigned to develop Disaster Recovery Plan. Traveled nationwide. Conducted systems analysis and user interviews. Responsible for documentation and overall recovery planning for corporate office and 17 remote locations.

Education

Master of Science - Information Systems Management

University of Phoenix
Tempe, AZ
05.2004

Bachelor of Science - Psychology

Northeastern University
Boston, MA
05.1993

Skills

  • Strategic Thinking
  • Planning and Coordination
  • Flexible and Adaptable
  • Policy Drafting
  • Team Leadership
  • Project Planning
  • Analytical and Critical Thinking
  • Best Practices
  • Service Quality

Certification

  • CRISC (Certified in Risk and Information Systems Control), 2023
  • ITIL V3 Expert (Information Technology Infrastructure Library), 2016
  • PMP (Project Management Professional), 2011

Timeline

IT Supervisor Office of IT Director

City Of Arlington
08.2021 - Current

IT Supervisor Software Services

City Of Arlington
01.2012 - 08.2021

IT Project Manager

City Of Arlington
10.2010 - 01.2012

Knowledge Services Manager, General Services

City Of Arlington
01.2008 - 10.2010

Knowledge Services Manager

City Of Arlington
04.2005 - 01.2008

Information Systems Administrator

AZZ incorporated
08.2001 - 04.2005

Master of Science - Information Systems Management

University of Phoenix

Bachelor of Science - Psychology

Northeastern University
William Pepper