Justin Lefebvre

Experience

• 

  IGT

  Feb 2002 - now

  • Core team member that defines and implements the roles, responsibilities and processes to be followed by the Infrastructure Project Management group throughout the various phases of a projects lifecycle • Provide costing allocations for Infrastructure for all new bids• Assign projects with an Infrastructure Project Manager resources based on availability and project timeline• Be the beacon for PMO and the assigned Infrastructure Project Manager for all Infrastructure escalations• Enhance IPM processes through collaboration with various departments Show less •Assists management in the definition of assignments; analyzes assignments into specific tasks for respective staff; and provide metrics of measurements.•Maintains adequate staffing levels within the constraints of the overall budget. Provides staff with career development, counseling, and performance appraisals. •Manage Client Services Production Ops Support Team for domestic United States customers: Demonstrate ITIL Framework within Service Operation for Incident Management and Access Management Increase efficiencies and service improvements within Continual Service Improvement based on the ITIL Framework Enterprise operational workflows to minimize costs Deliver Operational Support Roadmaps (up to 12 months out) to align with Corporate Product and Architecture strategies•Manage Client Services Automation Team for domestic United States customers as well as International customers: Drive operational improvement with Event Management and automation tools within Service Design Increase efficiencies within Service Operations for improvement with Event Management and automation tools Align Automation Roadmaps (up to 12 months out) with Corporate Product and Architecture strategies•Oversee Change Management for all Primary Data Centers running out of the Data Center of the Americas Provide staffing to be point of contact for all software and hardware changes into the Data Center of the Americas Maintain release management process Adhere to software release standards and processes •Point of contact for Project Implementation into the Data Center of the Americas Ensure Exit and Entry Criteria with SD&I is complete before go live Overall Operational Readiness in conjunction with Project Operations Support and Project team•Respond to high severity customer impacting incidents to remediate issues and restore service that align with Incident Management processes•Assumes role of Director of Production Support Services when needed Show less •Demonstrates a persistent commitment to meeting and exceeding customers’ expectations while achieving the goal of reducing risks and costs associated with their Central Systems•Collaborates with other disciplines of the organization as required to develop and implement the best strategy and processes to meet customer expectation and ensure that customers’ concerns or service level incidents are addressed promptly and efficiently •Analyze and evaluate assigned sites operational performance and processes pertaining to operational best practices related to system/server performance, capacity, processing, maintaining and monitoring of the production environment•Identifies proactive solutions for continuous improvement•Performs advanced level troubleshooting of host systems, middleware servers, network devices and server connectivity•Maintains and reviews system and server documentation (system drawings, best practices and performance and capacity metrics), operational procedures and checklists•Defines, develops, reviews and implements a maintenance strategy and maintenance scripts relating to backup and recoveries of systems and servers•Oversees and/or performs logical security log reviews for audit compliance. Detects, reports and escalates anomalies to the Ops Managers and 2nd Tier Management•Adheres to IT best practices as established by ITIL guidelines•Performs subject matter expert operational training and evaluation of the assigned jurisdiction for continued improvement and performance analysts through innovation, free flow of information, encouraging and appropriately evaluating feedback, and inspiring / motivating others•Contributes with performance feedback for assigned jurisdictions operational staff as requested by Account Development Manager and/or Operations Manager Show less •Act as key interface with Project Management team, local Operations Manager and customer staff during domestic and international projects•Provide operational and system support to Quality Assurance during Customer Acceptance Testing phase of project•Create Computer Operations documentation, checklists and procedures to ensure continuous, issue free operation of lottery central systems•Make recommendations regarding improved operating systems and procedures•Respond accordingly during system emergencies to minimize financial penalties•Investigate incidents in production environment, develop incident report and other follow-up items to the customer base•Conduct on the job training, including specialized classroom training as required Show less •Assumed managerial responsibilities in Managers absence•Coordinated and scheduled Computer Operators, directed work and evaluated operational performance •Ensured distribution, understanding, utilization and availability of performance plans, memos and reports for Computer Operators •Conducted interviews for Computer Operator positions•Oversaw the training of newly hired Computer Operators and assisted in expanding their continuous knowledge base to ensure career growth•Remained on call during off hours for technical support Show less •Administrated Quality Assurance for Rhode Island Lottery Online System•Performed Quality Assurance for Rhode Island Lottery Video System•Contributed as valued resource during Online/Video systems emergencies•Participated as key member of core team during all upgrades/conversions •Researched Online/Video financial/technical problems, reported to appropriate support personal and followed up with implementation/procedures•Acted as liaison to the Rhode Island Lottery for Online/Video systems software requests Show less

  • Information Technology Portfolio Manager

    Jul 2022 - now

  • Infrastructure Project Manager

    Apr 2015 - Jul 2022

  • Support Manager 2nd Tier Production Support

    Jul 2013 - Apr 2015

  • Operations Regional Lead

    May 2012 - Jul 2013

  • Sr. Operations Analyst

    Apr 2008 - May 2012

  • Technology Section Supervisor

    Jan 2008 - Apr 2008

  • Computer Operator

    Feb 2002 - Jan 2008