it service delivery manager in san diego ca resume mark baldus
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8/16/2019 IT Service Delivery Manager In San Diego CA Resume Mark Baldus
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M ARK L. B ALDUS San Diego, CA 92129
Cell: 858.449.7725 | [email protected]://www.linkedin.com/in/markbaldus
INFORMATION TECHNOLOGY MANAGER | SERVICE DELIVERY
Results oriented Information Technology Manager/Business Partner with 18 years of experience. Provenability to manage large scale corporate cross-functional teams and projects. Strong leadership, communicationand organizational skills to meet deadlines and deliver customer satisfaction. Excellent problem solving skillswith ability to effectively communicate complex technical information to all levels of audiences.
A R E A S O F E X P E R T I S E
Leadership / Managerial Skills Desktop and Infrastructure Management
Budgeting and Cost Controls Data Center Management
Business Analysis/Project Management ITIL Certified
Customer Relations Management Root Cause Analysis
Strategy/Planning Software Life Cycle Management
E D U C A T I O N
Bachelor of Science, Information Technology, (Honors)University of Phoenix, San Diego, CA
P R O F E S S I O N A L E X P E R I E N C E
Kaiser Permanente 1/2014 - 2/2016 IT Service Area Manager - Service and Delivery, Business Information Office
Managed a team of business consultants to provide analysis of hospital staff requests, project delivery, and
escalate issues as required. Provide monthly metrics and reports to business partners and IT executives. Defined goals for regional IT Staff, using “Conditions of Success” method resulting in better comprehension
by team.
Directed all customer responses for team and maintained 95% customer satisfaction rating.
Delivered projects on time because I am at my best when working under pressure and take pride on beingsomeone you can rely on.
CareFusion, San Diego, CA 1/2013 - 8/2013 Integration Engineering Support Supervisor
Managed a team of Senior Integration Engineers using SAP/CRM and Axeda remote access, connectinghospital Information systems to the CareFusion/Pyxis medical and supply dispensing stations.
Directed all customer responses for team and maintained 89% customer satisfaction rating.
PFIZER GLOBAL R&D, La Jolla, CA 2004 – 2012IT Operations Delivery Manager, Business Technology Infrastructure 2010 – 2012
Spearheaded vendor outsourcing contracts with HP, Xerox, and CompuCom to reduce Pfizer spend oninfrastructure services by 10% from 2010-2011, while retaining a 98% customer satisfaction rate.
Chaired bi-weekly “Partner Advisory Boards” to update executive management on metrics, upcoming ITinitiatives, and gather needs and requirements for business teams, leading to new project plans.
Saved Pfizer $1 million during consolidation of data centers by identifying the need to build a localcomputer center to house servers. Partnered with global operations team to design and build campusserver room. Completed migration on time and on budget to provide instant access for vital research.
mailto:[email protected]://www.linkedin.com/in/markbaldushttp://www.linkedin.com/in/markbaldusmailto:[email protected]
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8/16/2019 IT Service Delivery Manager In San Diego CA Resume Mark Baldus
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MARK L. BALDUS PFIZER GLOBAL R&D, (Continued)
Spearheaded the business analysis to identify the opportunity to consolidate our fleet of network printers.Led the survey, design and deployment teams and replaced 95% of existing printer fleet in one week newHP printers, reducing overall fleet by 20% and reducing the type of printer from 98 printer models to 12common models.
IT Business Partner/Customer Engagement Manager , Development Informatics 2009 – 2010
Managed multiple upgrades in a validated environment and performed business analysis with customerleads to conceptualize and garner business support for projects.
Interfaced with regulatory publishing team, recognized need for tool to render immediate OCR renditions.Developed tool within two months at no cost, using existing re-purposed servers.
Established team to re-architect existing file shares for teams to better access data and increase accuracyof reporting and filing.
Application Support Manager 2007 – 2009
Migrated over 30 document management systems in 90 countries with over 14,000 users to onedocumentum-based system, resulting in financial savings.
Created Document Management Support SharePoint site for problem reporting, FAQ’s, SME interactionand communications.
Designed and implemented a global support model which embraced Pfizer’s “Shared Services” model forend user support.
Application Administrator/CEM, Research and Development Informatics 2004 – 2007
Controlled all content management application support teams, partnering with regulatory and qualityanalysis teams to publish Pfizer’s first NDA filing.
Served as customer engagement manager for Regulatory, Clinical Pharmacology, and Clinical Trials teams.
Completed Titian Mosaic production rollout with Sample Logistics group, which automated all chemistryand biology sample ordering and storage.
Led data migration project for La Jolla SAS environment to New London, CT global SAS system, whichsaved company $25K per year in license fees.
AQUENT, LCC, Boston, MA 2001 – 2004 Consultant to Pfizer Global R&D, La Jolla, CA
CoreDossier ® Global Technical Lead , Advanced Desk-side Support Group
Managed clinical trials data management systems, trained new users on software use.
Evaluated New Drug Application (NDA) submission toolsets and acted as technical liaison for World WideRegulatory team.
T E C H N I C A L S K I L L S
Languages: Java, C++, SQL, XML, HTTP
Tools:Lotus Notes, SAP/CRM, SAP BI, Documentum®, Livelink, Unix, BusinessObjects, MS Office (Incl. SharePoint, OneNote, Project) Spotfire, MindManager
A S S O C I A T I O N S & C E R T I F I C A T I O N S
IT Infrastructure Library (ITIL v3) Foundation, Buckinghamshire, UK
Business Analysis Boston University Corp. Education Center, Boston MA
Project Management Institute, (San Diego Programs Committee – Facilities Director) Newtown Square, PA