Will Lackey

Experience

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  IBM

  Oct 2004 - Oct 2011

  Managed services engagements on IBM’s legacy and CHEC Self Checkout Applications. Role included gathering customer requirements, providing budget and planning estimates and statements of work, performing earned value analysis of project status, and managing delivery and support of services engagements. Managed a team of 10 developers and testers in RTP and 3 developers in India.• Managed on average 8-12 concurrent engagements with tier one retail customers• Project spanned entire software development lifecycle Show less Developed POS systems, receipt printers, and fiscal printers using the following skills: logic design, ESD/EMC design, BIOS debug, firmware debug, and vendor management. Work on a fiscal printer marketed in Brazil required close coordination with a firmware development team in Martinez, Argentina, and marketing team in Sao Paulo, Brazil. During the government certification phase of the project, I met with the government group responsible for certifying the printer regularly to explain how requirements were implemented and to manage issues and change requests throughout the process. Show less

  • Project Manager

    Jun 2010 - Oct 2011

  • Product Test Lead

    Nov 2008 - Jun 2010

  • Hardware Development Engineer

    Apr 2007 - Nov 2008

  • Software Engineer

    Oct 2004 - Mar 2007
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  IBM / Toshiba Global Commerce Solutions

  Oct 2011 - Dec 2012

  Technical Sales and Support Manager

  Managed team located at customer site of 12 IT Specialists supporting the customer's Point of Sale infrastructure as well as providing Technical Sales Support to brand and client Sales teams. The team provides IBM POS hardware and operating system certification as well as L2 and L3 support to customer's Field Support organization. The customer facing role required daily interaction with customer Infrastructure Systems Division senior management and directors.• Delivered 99.9999% of point of sale front end availability every month across customer's US and international enterprise• Created and successfully executed plan to enable and certify latest generation of IBM's POS hardware in the customerenvironment. Show less

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  Toshiba Global Commerce Solutions

  Jan 2013 - Jun 2016

  Services Delivery Manager

  Managed team of 30 IT Specialists including developers, project managers, and business analysts supporting customization and integration of point of sale solutions including Self Checkout, Mobile, and Omni-channel. Responsibilities include leading team through developing proposals and contracts, execution of engagements, and supporting customers through software deployment and maintenance. Responsible for resource planning across engagements and participating in the services practice's PMO to promote best practices and provide services for the practice's project managers.• Successfully turned around several troubled projects by working with team to prioritize resolution of outstanding line items/defects, working with customers to set/reset expectations, and adjusted resources when necessary• Rapidly and effectively stood up teams for new engagements by working with contract staffing firms, recruiters, and HR. Also leveraged experienced staff in the process by setting expectations for screening candidates and training new team members Show less

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  NetApp

  Jul 2016 - May 2018

  Sr. Project Manager

  Led team of 17 Professional Services Engineers through various storage migration engagements in NetApp’s Global Services Delivery Center. Responsibilities include leading the team through reviewing proposals and contracts, execution of engagements, change control, and project closure. Responsible for resource planning across engagements and participating in the services practice's PMO to promote best practices and provide services for the practice's project managers.• Completed engagements on time, on or under budget that met customers’ expected outcome• Managed project scope by ensuring engagement objectives were understood and shared by stakeholders at project initiation and by utilizing disciplined change management throughout the engagement• As member of the practice’s Project Management Office, defined processes, tools, and created project templates to ensure consistent customer experiences and outcomes Show less

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  GK Americas

  May 2018 - Feb 2019

  Sr. Project Manager

  Took over the professional services organization’s troubled projects and successfully reestablished customer and internal expectations around scope, schedule, and budget. Projects under my management achieved customer funding and pilot milestones. PMO responsibilities include planning across engagements, developing organization policies such as time tracking, and promoting best practices and providing services for the practice's project managers.• Drafted and negotiated statements of work, change requests, and other agreements with customers with troubled projects with a focus on meeting the customer’s goals while protecting GK Software’s financial interests• Successfully engaged internal and customer stakeholders to establish consensus on go-forward plans for troubled projects• Worked with the sales team to develop proposals for new customers which resulted in delivery engagements• As leader of the practice’s Project Management Office, defined processes, tools, and created project templates to ensure consistent customer experiences and outcomes Show less

• 

  SAS

  Mar 2019 - Jul 2021

  • Technical Account Manager

    Aug 2020 - Jul 2021

  • Project Manager

    Mar 2019 - Aug 2020
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  Envestnet, Inc

  Jul 2021 - now

  • Director, Service and Delivery Management

    Oct 2023 - now

  • Director, Data & Analytics Infrastructure Operations and Reliability

    Jul 2021 - Dec 2023