Jack A. Bates (415) 401-5834 | bates.jack@gmail.com | www.jackabates.com Professional Summary Project manager experienced in corporate, university and nonprofit environments. Resourceful, strategic and customer oriented solution provider. Excellent interpersonal and leadership skills. Able to build relationships and inspire teamwork among diverse groups and multifunctional units. Trained and certified in PMI and ITIL v3 methodologies. Comfortable working in highly regulated environments including, PHI, HIPAA, PCI, SOX and Intellectual Property. Professional Experience 2010 / December - Present Taos Mountain Contracted to Hitachi IT Shared Services Project Manager / Business Systems Analyst * PM –Implement ITIL based processes, recommend ITIL friendly solutions for Hitachi ITSS in support of Hitachi HDS that are scalable to accommodate Hitachi Global BUs * BSA - Asset management process gap analysis in light of ITIL best practices. Documentation, evaluation, and continued improvement of these new processes. 2010 / August - December Taos Mountain Contracted to Apple Global Networking Services Project Manager * Successfully managed and closed out the Stateful Firewall Phase Two Migration and Protection of 19 PCI/SOX applications (350+ hosts) now behind Juniper Stateful Firewalls. * Updated and executed on project communication plan to facilitate global communications to ensure project activities were executed and project closed ontime. * Quickly analyzed project goals and objectives to create a new weekly status report on newly identified KPIs that gave management new visibility in to a two year long project allowing for more efficient project resource allocation. * Developed program management reporting dashboard in MS Excel used as a proof of concept to initiate Portfolio Management system procurement project. 2005 – 2010 / August University of California of San Francisco, Dean’s Office Information Services Unit Project Manager - Programmer Analyst III * Project Manager and Business analyst managing the full project life cycle of multiple concurrent projects, examples include: * Initiated (drove BRD/RFP) and delivered (drove vendor evaluation/selection) CMDB system (service-now.com) used by our department for over 3,000 CIs and later adopted by the UCSF Enterprise for CMDB and complete ITIL solution * Initiated and delivered Incident Management and Incident Communication Plan project, negotiated executive sponsorship, managed to early completion and used this to update/improve five year old ISU SLA to be more ITIL compliant. * Migrated several larger UCSF departments (each department 300+ PCs and 500+ users) to ISU’s desktop and server standards while creating, implementing and meeting ISU’s new SLA. * Initiated and delivered Dell Image Direct Imaging System - created one single enterprise standard image for over 2000 Windows XP systems, used again for Windows 7 systems. * Initiated and delivered Desktop security project implementing client firewall settings and Encrypted VNC to over 2,000 Windows XP PCs. * Delivered ITIL standards defining and documenting support processes and procedures for internal and external ISU business. 2004 – 2005 Edgewood Center for Children and Families Project Manager / Systems Administrator * Business Analyst and Project Manager for several parallel high profile projects, examples include: * Implementation of HelpStar ITSM solution in to newly instituted Service Support and Delivery models. Created and populated enterprise CMDB. Documented Service Management and Delivery processes and used them to implement a measurable and reportable work flow within the new ITSM solution. * Windows XP/MS Office 2003 system migration from Windows 2000/Office 2000 for 300+ users and machines * Project Lead for Windows 2003 AD/Exchange 2003 from Windows NT4/Exchange 5.5 * Initiated and delivered IS infrastructure upgrade (wrote grant to Cisco) and expansion project eventually purchasing over $60,000 worth of equipment and grant from Cisco resulting in donation of 50 wireless APs 1999 – 2002 Dell Computer Sr. Level Two Support Technician * Managed a development team that created a custom CRM system to track, log, and analyze escalated customer support issues. Education & Certificates * PMI PMP Course and Certification at LearnIT | San Francisco, CA | 2010 * ITIL v.3 F. Course and Certification at LearnIT | San Francisco, CA | 2007 * Comptia Network+, A+ | San Francisco,CA | 2005 * Xavier University, BA LBA | Cincinnati, OH | 1994-1999 Awards * Eagle Scout | Cleveland, OH | 1994