Joe Ovalle
409 Graham Drive
Coppell, Texas 75019
972 462-0255
E-mail joe_ovalle@yahoo.com
Skills
Management skills – Data Center Management, Client Relations Manager, Customer Support Manager, IT Manager, Project Manager, Vendor Manager, Vendor Compliance, Technical Support Manager, Procurement Manager, Outsourcing Manager, Systems Services Manager, Administration Manager, Call Center Manager, Computer Operations Manager, Facilities Management, Telecommunications, Disaster Recovery, Asset Management, Contract negotiation, and Contract administration
Technical skills – Microsoft Windows, MS Word, MS Excel, MS Projects, MS Power Point, Lotus 1-2-3, Internet, pc skills, main-frame, mid-range, OS, MVS, VSE, VM, DOS, UNIX, CA-1, CA-11, INFOMAN, Royal Blue, Lawson Accounting, Change management, Problem management, Total Quality Management, tape library, print processing, mail processing, bilingual English Spanish communication skills
People skills – coaching, counseling, cultural diversity, staffing, scheduling, training, conflict problem solving, work-life balancing, team building
Location
Dallas, Fort Worth, Austin, San Antonio, Houston, Albuquerque, Santa Fe, Tucson, will consider relocation within the United States or Latin America.
Education
Our Lady of the Lake University
Dallas, Texas
Data Processor Certification
Texas Institutes
Dallas, Texas
Experience
Site Manager End User Support, 2001 to present
Footstar Corporation
Irving, Texas
- Responsible for the overall end user computing environment.
- Support all desktop requests for 450 local, and 100 remote users.
- Review all hardware and software products to support user requirements.
- Established desktop and laptop standards to support the corporation.
- Manage the upgrade of all desktops and laptops.
- Coordinate the migration, training, and implementation of e-mail services from a Lotus cc-mail platform to Microsoft Outlook.
Manager Outsourcing Administration, 1998 to 2001
Footstar Corporation
Irving, Texas
- Ensured that all outsourced services met or exceeded the needs and expectations of the customers.
- Monitored service level agreements and commitments for vendor compliance.
- Reviewed outsourcing expenditures and invoices for accuracy.
- Ensured that all services were billed based on outsourcing agreements.
- Managed a $20M dollar budget.
- Ensured that outsourced Call Centers provided service and assistance in a timely and accurate fashion.
- Delivered oral and written presentations on discrepancies, and non-compliances pertaining to the outsourced services.
- Managed Y2K upgrades, and preparedness with Outsourcers.
- Transitioned End User Support services from an outsourced vendor to in-house support, realized a 20 percent cost savings.
- Reduced mainframe outsourced services, and DASD usage by 70 percent.
- Transitioned Systems help Desk services from an outsourced vendor to in house support
- Interfaced with Senior Information Systems executives on a daily basis.
- Negotiated Outsourcing services, contracts, discounts, maintenance and support agreements to support the corporation.
- Reviewed all hardware and software products to support user requirements.
- Prepared RFQ and SOW for hardware, software and service needs.
Project Manager and Consultant, 1998 to 1998
OpenSource, Inc.
Dallas, Texas
- Responsible for surveying the clients business, and recommending corrective actions to improve the business health.
- Established plans, methods, and procedures to ensure the timely completion of projects.
- Prepared scope of work, and cost analysis for clients review.
- Reviewed and updated Computer Operations job descriptions and responsibilities.
- Engaged technical resources as needed to meet the customers goals.
- Ensured that all projects focused on productivity and profit improvements.
- Completed ISO9000 audit of technical support documentation procedures.
- Implemented quality assurance procedures within the technical support development and testing functions.
- Implemented quality assurance measurements and reporting.
Customer and Technical Support Manager, 1997 to 1998
IBM
Dallas, Texas
- Managed an international customer support team, marketing support, technical and administrative support groups.
- Provided data processing services and support to clients in Latin America and the United States.
- Full autonomy for customer service decisions, and service level commitments.
- Revitalized a languishing IBM Mexico outsourcing services group, increased sales by 20 percent with new output services product offering.
- Increased consulting and data processing profits from Sears de Mexico by 35 percent.
- Realigned the customer support executives responsibilities and was able to allocate and additional 15 percent of departmental resources to new business needs.
- Implemented staggered departmental work hours in order to meet customer needs.
Systems Services manager, 1994 to 1997
IBM
Dallas, Texas
- Had strategic and tactical responsibility for leading the divisions Dedicated Processing Outsourcing organization.
- Managed and oversaw six departments comprised of over 60 employees.
- These six departments included Systems Console Operations, Tape Library, Print Processing, Network Services, Customer Support, and Systems Support.
- Led facilities renovation and revitalization efforts, turned a drab and neglected facility into a presentable well-maintained Data Processing facility.
- Increased number of clients from 10 to 18 with an increase of $8M in revenue.
- Designed, launched, and chaired a facility wide cost reduction program, slashed expenditures $2M over 3 years.
- Developed and implemented systems performance, availability measurements, and problem tracking methodologies.
Administration Manager, 1992 to 1994
IBM
Dallas, Texas
- Responsible for all business activities of the Dallas Information Processing facility.
- Responsibilities included profit and loss, general ledger, financial reporting, hardware software acquisitions, personnel development and Total Quality Mgnt.
- Pioneered innovative general ledger monitoring methods utilizing every first line manager, managed a budget of $60M.
- Restructured the financial analyst and purchasing order monitoring area in order to meet operational requirements.
- Developed an internal audit group with ISO9000 implementation responsibilities, and achieved ISO9000 certification within 24 months of program initiation.
- Conceived and directed the development of customer satisfaction survey, and an internal self-assessment survey.
Computer Operations Manager, 1988 to 1992
IBM
Dallas, Texas
- Managed the daily operation of the data center and all aspects of the data processing environment.
- Managed a 24 x 7 multi-CPU, multi-complex, and MVS environments.
- Managed and oversaw four departments comprised of over 40 employees.
- These four departments included Systems Console Operations, Production Control, Tape Library, and Print Processing.
- Established a systems console automation team to assist with the automation of system-generated messages, therefore improving monitoring capabilities.
- Applied broad knowledge of computer systems to oversee the development of production performance measurements.
- Developed and delivered in house measurements in order to increase processing efficiency and productivity.
Computer Operations Section Head, 1986 to 1988
IBM
Dallas, Texas
- Managed the Systems Operations area of the Dallas Information Processing facility.
- Supervised the workload and performance of the systems console operators.
- Ensured optimum use of computer resources, and responsibilities for expediting the repair and implementation of hardware.
- Developed the Problem Management tracking design for the systems console operators.
- Conceived and directed the development of an in house Change Management meeting and Change Management status reporting.
- Established a hardware maintenance matrix in order to ensure system availability during weekend window maintenance periods.
Computer Operations Shift Manager. 1984 to 1986
Republic Bank Dallas
Dallas, Texas
- Oversaw computer operations personnel within multiple support groups such as, Console Operations, Tape Library, and Print Processing.
- Managed the daily operation of the Information technology and Telecommunications resources that included supervising 15 employees.
- Responsible for the timely and accurate processing of all batch production in a multi-CPU environment.
- Ensured that all banking network transmissions were completed on a timely and accurate manner.
Computer Operations Supervisor, 1982 to 1984
Pearle Vision Centers
Dallas, Texas
- Responsible for a 24 x 7 data processing environment in support of all business aspects.
- Ensured that all hardware and software implementations were completed successfully.
- Monitored production workloads ensuring that appropriate resources were available to meet all operational needs.
Computer Operations Supervisor Technical Analyst, 1977 to 1982
Informatics Inc.
Dallas, Texas
- Responsible for all aspects of computer operations, and the timely processing of test and batch production.
- Responsible for DASD maintenance and space allocation in accordance with the customer needs.
- Managed the relocation of the entire data processing facility that included, Mainframes, DASD, Tape Library, Print Processing, and Telecommunications.
References available upon request