Randall Bernard Walters

Experience

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  Hewlett Packard Enterprise

  Oct 2007 - Jan 2015

  • Leadership IT infrastructure Projects Life Cycle for (Data Centers, Virtualization (VMware and Citrix), Midrange (Server Build and Retirement Process), Sun hardware, Solaris Zones, Network appliances and HP BladeSystemchasis with remote teams.• Evaluate project requests to create cost estimates, resource plans, schedules and others project documentation.• Establish reports and maintain directly communication with Pfizer DPE, PE, Account Managers, Team Members, customer and stakeholders. • Lead matrix teams to achieve all project objectives and requirements on schedule.• Service Level Agreement applicable to the projects and within budget.• Identify project risk, and create and execute effective mitigation plans as necessary.• Implement project review and procedures in accordance with our project management life cycle.• Specialist Configuration and Change Management creating CIs and RFCs.• Configure newly Built Servers into Pfizer’s remote Console Tools (DSview /Console Works). Show less

  • ITO Project Manager (Lead Pfizer Projects Build & Retirements Servers for Midrange Tower)

    Feb 2012 - Jan 2015

  • ITO Windows Engineer

    Oct 2007 - Jan 2012
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  IBM

  Feb 2015 - Apr 2018

  Recovery Manager (Recovery Management Services)

  Identify Major Incident impacts that directly affect the customer's ability to function. Lead IT resources teams to expedite recovery of Major Incidents to the customer. Understands all aspects of Customer Contract and can articulate toservice recovery teams as required.Strongly Communication with PE, DPE, SDM and Customer for All Recovery Accounts.appropriate communication activities (notification and escalation) are executed for the duration of the Major / Critical Incidents.Lead and Deliver the Transition Accounts (LBC/ Laurentian Bank of Canada) and (Whirlpool Corporation) for Recovery Manager Services.Top performer of the Recovery Management team, for 7 months in a row. Work closely with Service delivery teams and Business teams to ensure contractuallyobligations are meet while maintaining margins. Coordinating resources to expedite recovery of Major Incidents to the customer.Providing real time communication of recovery plans, actions, and status to IBM Managementand Service Management. Identifying resources required to restore service needs and making necessary resourceallocation adjustments where possible. Leadership in conference with DPE, SDM, IT Engineers and Customer. Manage customer expectations/relationships. Escalate as required within the technical teams to ensure assignment ofresources to meet SLA compliance. Escalate internally to management levels for awareness. Show less

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  Accenture

  May 2018 - Jan 2022

  Microsoft First Line Manager (Incident Management) at Accenture

  Manager for Incident Managers: US, Canada, LATAM, APJ (New Zealand). • Cross-functional Manager: Build and maintain a strong bond relationship with: Service Program Manager, Business Excellence Partner, CSAM Managers, CSAM (Customer Success Manager) and Customers. • Direct IM Manager, responsible for any escalation or request. • Coaching and mentoring required by the IM team members to address performance issues. • Monitoring workload balance and coverage of CritSits. • Weekly Team Huddle and 1 on 1, in order to work with the Incident Managers to achieve them Performance Achievement. • Assure and Monitor SLA/KPI & Quality Assurance (avoiding missing SLAs). • Drive RCA (Root cause Analyze) and corrective action completion to help eliminate disruption of services and consequently improve the day-to-day operations of the team and the organization using validated problem analysis methodology and tracking all elements of the RCA to closure. • Worked with technical managers to define and schedule resources required for Incident Management and other projects as needed. Achievement 13% less in the delay of technical teams’ engagement. • Developed a process that increased NPS (Net Promoter Survey) from 72% to 96% survey rate. • Create actions plan with Technical Engineer Managers and IM Team which reduced Long runner cases from 20% to 4%. • Wrote an employee’s manual guidance on the Dos and Don’ts of CRITSIT incidents which reduced customers’ complaints by 30%. • Consistently working to keep related remediation projects moving forward. • Facilitating occasional process reviews and training for IM teams involved in our accounts. • Lead the RES (Reactive Escalation Support) and SAC (Support account Coordinator) Service. Show less

• 

  Temenos

  Jan 2022 - now

  Regional Cloud Delivery Manager

  Responsible for the delivery of all Temenos Cloud projects within the region, both internal and client facing. Accountable for ensuring that the overall program of work for Temenos Cloud is optimized from a resource and cost perspective while ensuring the timely delivery of work items to defined budget, schedule and quality standards as well as working closely with other members of the implementation team, both within Temenos and regional implementation partners, to ensure that activities are coordinated between parties.• Produce supporting materials, including documentation and project plans for use by regional project managers and implementation partners involved in the delivery of Temenos Cloud implementations to improve delivery of project within the organization.• Create Project Plan with Architecture team for deliver new infrastructure environments for clients.• Work with regional project managers, IT managers and implementation partners to ensure that dependencies, assumptions, risks and issues are identified, recorded and managed throughout the delivery lifecycle. • Act as the Change Manager for the Operational Change Control process, ensuring that all changes that impact Cloud services are logged and processed in accordance with the Temenos Cloud Change Management Policy. • Represent all project Change at the Regional CAB. • Manage partner expectations and ensure implementation is within the agreed scope and timeframe. • Ensure the promotion of TEMENOS and Temenos Cloud image in all communications and meetings with external stakeholders. • Identify and advice Temenos Cloud management of opportunities to increase revenues. • Prepare and present a Monthly Service Review report and present other such reports as are agreed with the client. • Proactive and effective client communication of all Incident Management activities and mitigations. • Responsible to ensure appropriate internal escalations are progressed to minimize any impact. Show less