Residence: (727) 712-9493                                           E-mail: pj@pjcook.com

SUMMARY

Highly experienced and proven senior Director/Manager in Information Technology (IT), cross-functional team building and people “soft skills”.  Excellence in Customer Service, Service Center Management, System Architecture, Technical Writing, Human Resource Management, E-Commerce sales and development.  
Highest Security Clearance Held: Top Secret (SCI)  

 PROFESSIONAL EXPERIENCE

Solutions Architect, Enterprise Management Solutions, Inc.,
Clearwater, FL                                            2006-Pres
Solution Architect (SA) role is the conversion of the requirements into an architecture and design that will become the blueprint for the solution being created. This conversion is based largely upon the previous design patterns that the SA has been involved with in the past through reading and staying abreast of the latest techniques, or through personal experience.   Uses the specifications provided by the enterprise architect to create solutions that support the needs of the business and provide input to the infrastructure architect with the constraints and tradeoffs needed to create a viable solution.  Previous career path as CIO/Director/Manager have enabled him to use valuable “real-world” knowledge and experience to assist clients as someone who has “walked the walk” and not as a book-trained theorist.  Identifies specific customer needs through one to two day site surveys.  Navigates and understands prospect’s or customer’s legacy IT environment and architect solutions that integrate with this legacy environment. Lead development of customer specific proofs-of-concept of software features and functionality.  Works closely with Account Executives to develop and execute on account strategies.  Creates powerful visual presentations and winning proposals.

• Keen awareness of business and solutions constraints: Create a solution, not necessarily based on a single technology or product. Specify the technology, and work closely with the developer community to ensure proper implementation the vision
• Expert knowledge of the physical and logical components: Examples include business applications, Requirements definition, mapping, and gap analysis, Application deployment planning and execution, LOB applications, work flow systems, purchased applications, developed applications
• Exemplary systems knowledge of BMC products to include Remedy ARS and Service Desk Express (Magic)
  • Builds relationships with key buying influences across the executive, management and end user contacts
  • Understands the working styles and needs of individuals (e.g. customers and team members) and uses knowledge to ensure effective and timely delivery of deliverables (demonstrations, RFPs, etc)
  • Tailors selling approach to the unique needs/concerns of each customer
  • Displays deep knowledge of the customer’s processes (e.g. Procurement, Accounts Payable)
  • Acts as the “voice of the customer” and sales liaison to Product Management, Product Development, and Product Strategy
  • Create “whitepapers” and formal quotes as required in response to competitive situations and needs/concerns of the customer
  • Supports the selling efforts of the Account Executives/Managers, Sales Group Directors, and General Managers in order to more efficiently drive the sales process
  • Identifies opportunities for expanding usage and obtains customer advocacy
• Superb communication of the business case: Communicates and defends why a solution is selected and how it will be implemented
  • Written, verbal, and visual – formal and ad hoc
  • Ownership of the application architecture space, and ensuring it meets the business needs, grows with business needs, provides services for the present and future
  • Creation of the architecture
  • Passion for the architecture
  • Drive to completion

IT Help Center and Education Manager,  BayCare Health System, Tampa, FL                                                  2002-2006
In support of 8 major Tampa Bay area Hospitals and a company of over 17000 employees directs a 14-member IT professional Help Center staff and a 4-member IT Clinical Systems Education staff.  Responsible for systems administration of BMC Magic Total Service Desk 7.53, management of budget, corporate internal IT support, telecommunications services, and help desk to this four-county large-scale organization.  Implemented, customized, trained staff in large-scale enterprise helpdesk systems.  Designed several alternative methods to phone calls for employees to easily enter incidents via self-help web site, email, fax, and voice mail that reduced help calls over 3000monthly.  Developed automated web survey to instantly gauge customer satisfaction on each closed incident resulting in meaningful, accurate management metrics.  Developed and conducted several lunch and learn style customer/staff training sessions for help center and system knowledge.  Completed turned around reputation and customer satisfaction for the corporate help center to a desk that is used as an example of quality for other departments to emulate.

System Administrator and Supervisor, MIS Service Desk, City of Tampa, Tampa, FL                          2001-2002
Directed a five-member IT professional staff located in Tampa, FL. Responsible for systems administration of Network Associates Support Magic Total Service Desk 7 (Support Magic TSD), management of budget, corporate internal IT support, telecommunications services, and help desk to a 4000-employee organization.  Implemented large-scale enterprise helpdesk system 

• Managed the corporate internal IT help desk
• Upgraded Support Magic TSD from version 4.5 to 7.02, Totally customized Magic to fit the of the City’s needs
• Debugged, and customized a web-based Self-Service help desk interface to enable all employees access to system to enter tickets, search knowledge base, and check issue status. 
• Developed corporate training to ensure ease of use
• Authored Service Level Agreements (SLAs) tailored to needs of individual departments  
• Coordinated a “on-call” escalation procedure enabling quick resolution of IT related issues
• Developed a web-based department Application Owner list to ensure the right person is contacted quickly with accurate contact information
• Authored several adopted policies on , help desk support, work flow methods, telecommunications, and support/service level agreements  
• Developed meaningful metrics to display Service Desk performance
• Orchestrated a successful Department Liaison program to train and inform selected (non-IT) members in each department City-wide to be a IT force multiplier

Manager, Information Technology Support,  2^nd Century Communications, Tampa, FL                            2000-2001
Directed a twelve-member IT professional staff located in Tampa, FL and Arlington, VA. Responsible for management of  $2M+ budget, corporate internal IT support, 30 cities nationwide remote sales office systems support, telecommunications services, purchasing services, and help desk to a 500-employee organization.  Researched, selected, implemented large-scale enterprise desktop/laptop systems servicing the industry top award winning innovative communications company deploying voice, Internet and network management on a single converged platform (ATM based) and managing the customer's desktop

• Managed the corporate internal IT help desk. Increased help desk manned hours to service entire nation.  Recruited and selected professional staff which exceeded customer expectations. Authored specialized Service Level Agreements (SLAs) tailored to meet needs of individual departments.  Coordinated a department-wide, “on-call” escalation procedure enabling quick resolution of any IT related issue
• Authored several adopted policies on Internet/Intranet usage, standard hardware/software, electronic mail usage, telecommunications, help desk support, purchasing, and support/service level agreements
• Conducted corporate purchasing operations for desktop and laptop computers:  Specified requirements, set standards, and chief corporate contact with Dell computers for over $2M of equipment
• Trained staff on Remedy Action Request System help desk software system.   Reduced ticket entry time 400 percent.  Conducted customer satisfaction surveys, made random calls to end-users to ensure quality.  Developed weekly reports utilizing metrics to CIO showing received –v- resolved outstanding help desk tickets success rates
• Developed a inventory management system that enabled adequate on-site inventory to supply 30 cities nationwide with employee computer equipment that was “work ready” in-place for each new hire start date. 
• Delivered professional communications:  Required to present corporate-wide communications on network outages, virus alerts, and general IT-related communications.  Devised a emergency method to deliver timely communications via phone, email, Intranet, and fax to nation-wide corporate offices

CIO/Director, Information Technology, City of Clearwater, FL                                                              1999 – 2000
Directed a twenty eight-member IT professional staff responsible for management of  $4,000,000+ budget, network support, systems support, telecommunications services, purchasing services, and help desk to an 1800 employee organization.  Researched, selected, implemented and operated several large-scale enterprise systems servicing a 110,000 population city

• Authored policy on Internet/Intranet usage, electronic mail usage, telecommunications, help desk, IT purchasing, work requests, and support/service level agreements
• Managed systems:  PeopleSoft HRMS, Ross Financial, Prototype Fleet Anywhere, Tidemark Permit Plan, numerous in-house written systems, Internet/Intranet systems, encouraged programming staff to work in a team environment
• Supervised network:  1200+ nodes, 35 servers, hardware/software installation & maintenance, LAN/WAN maintenance and support, Helpdesk, cable modem technology, and web outlook e-mail access
• Controlled telecommunications: Paging/cellular services, PBX maintenance/upgrades, voice mail and billing
• Coordinated training:  Provided training for hardware/software, Microsoft (MS) Office suite, office ergonomics, Internet/Intranet development, and community computer training
• Delivered professional presentations:  Required to present large-scale system and purchasing items to City Commission during live television broadcast meetings. Spearheaded senior staff meeting presentations
• Conducted purchasing operations:  RFP/RFQ process, mail/copier services, hardware/software, and billing
• Y2K:  Flawlessly upgraded all city systems/hardware/software, conducted community awareness meetings

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