William Tantum
Sterling
Summary
Results-driven IT leader with expertise in incident and change management. Achievements include reducing open incident tickets by 75% and establishing a global help desk with a 98% first call resolution rate. Committed to leveraging technology solutions to optimize organizational performance and enhance service delivery.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Information Technology Service Management Team Lead
Unisys Federal/SAIC
Reston
01.2019 - Current
- Incident Management – defined key performance metrics for the tier 3 function of the incident support model at the agency. Created the process and tools to ensure that incident tickets are reviewed and closed in accordance with the performance metrics. The process initially resulted in the reduction of open and ageing incident tickets by 75% which has been maintained.
- POAM&S Management – Collaborated with Functional Team Leads to track and close over 11,000 open POAM&S, implementing ongoing processes to maintain timely closure.
- Asset Management – Led efforts to build configuration management database post-ServiceNow conversion. Improved Change Management and Logistics Management processes, ensuring consistent asset creation and retirement. Conducted asset review and reconciliation for accurate documentation in CMDB.
- Training – Developed training materials and conducted sessions for engineers in Incident and Change Management processes during agency's transition from Remedy to ServiceNow.
- Information technology service management support for the U.S. Nuclear Regulatory Commission
Information Technology Director
Booz Allen Hamilton
McLean
01.2006 - 01.2012
- Lead the IT component of Booz Allen’s shared services organization, overseeing a team of 170 staff and contractors delivering Help Desk, PC Imaging and Field Support, portable wireless provisioning, IT Asset Management and IT support in the firm’s secure facilities. Managed an annual budget of $23M.
- Directed development of ITIL-based change management and problem management processes for IT infrastructure and applications, improving coordination across IT Operations functions.
- Implemented a global help desk serving staff located in 25 countries, including calls for all administrative functions and Information Technology. Averaged 32,000 calls per month with 98% first call resolution for help desk resolvable calls.
- Defined and implemented the processes used by all administrative functions to track and resolve customer issues. Reduced expense growth rate for 500-person shared services organization by 50%.
- Launched self-help portal enabling staff to efficiently search and retrieve articles from Help Desk knowledge base, streamlining issue resolution for analysts.
- Operated a global field support organization providing PC, server, network and telephony support for 120 offices in 25 countries.
- Oversaw the effort to migrate the firm’s 22,000 workstations to Windows 7. Developed a migration strategy that aligned with the firm’s budget and built the tools to perform an in-place self-migration saving the firm $3M over other traditional migration strategies.
- Directed the effort to outsource the PC field support function replacing 45 engineers with a contractor covering 85 domestic U.S. offices resulting in an annual savings of $3.5M with no loss in customer satisfaction.
- Implemented a firm wide central PC asset tracking capability. Led a project that implemented robust controls to enforce PC accountability policies resulting in a $1.5M reduction in lost computers in the first year.
- Developed and implemented a tiered workstation strategy that created standard PCs for specific job functions, reducing the firm’s annual computer spend by $1.8M.
- Led the vendor selection and subsequent implementation project to provide a FIPS compliant encryption solution for the firm’s PCs significantly reducing the firm’s risks associated with data loss or compromise due to lost or stolen PCs.
- Created a 24x7 network operations center leveraging HP OpenView and numerous other products that enabled support engineers to view the status of the IT infrastructure in real time reducing time to repair by 31% through timely detection of hardware and application issues.
- Implemented a firm-wide managed print solution that supported the facilities strategy reducing print costs by almost $2M per year over the term of the contract. Led the team that conducted vendor selection and implementation replacing 2300 aging printers and copiers with 1000 new work group printers and multifunction devices.
- Established global IT demand management function to identify and leverage opportunities for corporate IT to enhance consulting lifecycle impact.
- Negotiated significant outsourcing agreements in the last year accounting for $50M in total expenditure including a new 3-year contract for help desk and PC Field Support services and a 5-year contract for managed print services. These efforts resulted in a 23% savings for printing costs.
Education
Bachelor of Science - Information Systems Management
University of Maryland
College Park, MDSkills
- Incident management
- Problem management
- Change management
- Configuration management
- ServiceNow implementation
- Asset management
- IT service delivery
Certification
ITIL v4
Clearance
Public Trust
Timeline
Information Technology Service Management Team Lead
Unisys Federal/SAIC
01.2019 - Current
Information Technology Director
Booz Allen Hamilton
01.2006 - 01.2012
Bachelor of Science - Information Systems Management
University of Maryland