William Thompson

Experience

• 

  IBM

  Jan 1999 - now

  In my current role I lead a global staff of about 40 systems administrators delivering 24-7 support. I serve as executive-level contact for internal process and incident escalation in support of external customers. My work centers on planning and executing all processes in support of Application Performance Monitoring (APM) and BigFix (IEM) automation for internal and outsourced/contracted customers. Additional duties: ► Conduct systematic reviews and root cause analyses of all failed and out-of-criteria service requests and incidents to continuously improve service efficiency and cost-effectiveness. ► Maintain global delivery framework and Agile-based practices to maximize efficiency. ► Actively train, coach, and performance-manage employees to promote professional growth. ► Manage annual and discretionary department budgets. ► Monitor labor cost and HR allocations including global staffing. Show less In this role I led and developed a staff of more than 30 systems administrators providing 24-7 support. I was management-level contact for process and incident escalation in support of Amtrak, Dow, Healthnet, CAMMIS, and other customers’ Intel and Active Directory environments. Additional duties: ► Provided compliance oversight for Health Checking, Patch, and audit-related exposures and escalations. ► Coordinated all support of Windows operating system and Microsoft Active Directory components in their respective customer environments. ► Reviewed all failed and out-of-criteria changes and requests to ensure optimal service delivery.► Interfaced with all levels of internal IBM and external customer management. ► Led development of audit preparedness metrics including daily GDF-based performance KPI metrics. Show less With this position I led and developed 24 systems programmers in support of major outsourced clients. I served as the Mainframe-based OS delivery teams’ management-level POC for problem, change, and process escalations. Additional duties: ► Provided audit and compliance oversight for Mainframe-based OS software exposures and escalations.► Planned, installed, upgraded, and maintained operating system software and OEM/ISV products.► Defined and implemented department best practices. ► Led development of system availability, problem, and change metrics. Show less

  • Senior Consulting Manager – Enterprise Automation

    Jan 2013 - now

  • Manager – Distributed Platform Operating System Support

    Jan 2011 - Jan 2013

  • Manager – Delivery Audit Compliance Administration (SCS)

    Jan 2008 - Jan 2011

  • Manager – Mainframe Operating Systems Services

    Jan 2004 - Jan 2008

  • Team Lead - Mainframe Operating System Support

    Jan 1999 - Jan 2008