KEVIN R. MORGAN IT Service Management (ITSM) Résumé : CV Shared from Slideshare

1. KEVIN R. MORGAN
941 Alba Rose Lane
Wake Forest, NC 27587
http://www.linkedin.com/in/kevinrmorgan
919.229.9686
kevinmorgan.km@gmail.com
IT SERVICE MANAGEMENT (ITSM)
Versatile Senior Managing Consultant with proven tactical and strategic success in delivering large-scale infrastructure
and software engagements integrating processes and applications to enhance operations. Tenacious savvy leader with a
strong track record of accomplishments in the planning, implementation and deployment of 26 software development life
cycles (SDLC). Pioneered continuous improvement IT infrastructure library (ITIL) initiatives to reduce cost and cycle
time through inventory turns and order-to-cash. Produced exceptional ROI results on companies budgeted build plans
exceeding $5M per project by directing global offshore/onshore teams to initiate changes to increase customer
satisfaction. Expertise includes:





Application and Risk Management
Change and Configuration Management
Contract and Order Management
Continuity, Problem and Recovery Management
Data Management and Disaster Recovery





Inventory Control and Materials Management
Project and Program Management
Purchasing and Supply Chain Management
Service Delivery and Release Management
Testing and Quality Assurance Management
PROFESSIONAL EXPERIENCE
INTERNATIONAL BUSINESS MACHINES CORPORATION (IBM), Research Triangle Park, NC
1995–2011
Critical Situation Service Delivery Account Program Manager - Delivery Project Executive Office, 2005–2011
Global Business Services – Information Technology and Services Industry
Led SAP customers on 24/7 ITIL best practices to deploy code, resources and processes to support customer service level
agreement (SLA) target of 99.5% system availability. Defined SOW portfolio solutions to assess SOP challenges as a
single point of contact for IBM and client worldwide operations. Provided leadership in organizing effective technical and
business process owner (BPO) teams to resolve problems. Co-chaired weekly operating meetings to present CIO business
owner BI report metrics, root cause analysis, system performance statistics, maintenance and change schedules.
 Synergized double digit growth in System x revenue, exceeding five-year plan, while L2/L3 staff reductions and
business process outsourcing cost controls contributed to a 7% increase in line down break/fix changes.
 Reduced service outage times 51% over 3 years for 4,000 worldwide users by promoting bottom-up action efficiencies
in applying KT knowledge asset reuse with work breakdown structure (WBS) to prevent code and user errors.
 Directed communication between C-level executives and BPO account teams by building expertise in self-sustaining
COE delivery centers representing 174 countries; stabilizing SLA metrics to align with customer expectations.
 Generated $725M revenue with a $81M pre-tax gain by interfacing daily with 15 stakeholder control tower executives
on the ramp-down, ramp-up move to production (MTP) project plans for the sale of Printing Systems Division to
Ricoh and also the three-year Transition Services Agreement for Lenovo exceeding $500M in revenue.
Quality Assurance Test Manager - Project Management Office Mergers/Acquisitions and Divestitures, 2007-2009
Global Business Services – Professional Services Industry
Coordinated test management activities within IBM Integrated Supply Chain (ISC) SAP and Business Transformation
Organization (BTO). Responsible for delivering the test project on time and within budget while meeting all quality
objectives. Including the development and sign off of the Master Test Plan, building the team, managing people and
managing the relationship with other team leaders in the project by preparing power curves and tracking defect resolution.
Lead test teams in building manual and automating iterative test cases using Agile, Rational or HP test tool methods.
Communicated the project status, resolving the project issues and ensuring continual process improvement feedback.
 Served in dual capacity role delegating both test and production support tasks initiating change management for
Fidelity Investments, IBM, Lenovo and Ricoh accounts by overseeing teams compromised of 10 – 200+ FTEs.
 Controlled the Oracle Siebel CRM Call Center test management activities within IBM and Fidelity Investments with the
strategic outsourcing of 450 employees to IBM Philippines. Completed on time and within forecasted budget while meeting
all stakeholder objectives using cascading waterfall power curve charts to mitigate post-release defects.
 Produced productivity gains by being 16% under budget to a forecast of 5,000 hours comprised of 4,190 test steps. 2%
defects found in 5 functional catagories: e-HR; Payroll; Employment Verification; Travel and Expenses; and Relocation
Services during system integration, user acceptance, regression and performance volume, stress and load test cycles.

2. KEVIN R. MORGAN
PROFESSIONAL EXPERIENCE – continued
PAGE 2
Senior IT Specialist, 2003–2005
Information Global Services – Computer Software Industry
As a technical team lead, advised others in the delivery of quality solutions involving the construction, implementation
and system integration of complex business processes across multiple platforms and architectures. Made client use case
story requirements the highest priority, while keeping a analytical eye on the scope, schedule and budget for proposals,
design and billable project management engagements.
 Upgraded to SAP version 4.7 by converging separate SAP systems for different business unit brands consisting of
personal computer (PC), servers (X), and banking retail store solutions (RSS) manufacturing into a single SAP
instance. Configured China General Ledger (GL) operations by converting from a single SAP plant to a subsidiary.
 Improved IT and server manufacturing by transferring xSeries configure-to-order products to Sanmina-SCI, launching
a dedicated logistics center to organize distribution services. Streamlined demand management with order fulfillment
by providing the capability to generate an online product availability outlook in i2 for telesales representatives and
customers to view sales orders on the Web.
 Converted 1.5 million demand/supply planning data migration records and execution processes from IBM-owned
replenishment application (RSCA) to a third party vendor (E2open) Supply Chain Process Manager (SCPM).
Advisory SAP Software Engineer (SWE)/Business Analyst, 2001–2003
Integrated Supply Chain – Computer Software Industry
Championed the service strategy, design, test, implementation, and continual improvement of Enterprise Resource
Planning Content Management Service Oriented Architecture Software-as-a-Service. Adhered to schedules to develop,
create and modify programs that delivered a $5B increase in order-to-cash (OTC) efficiency. Deployed e-Procurement
procure-to-pay (P2P) tools that saved $430M to improve pay-on-consumption (POC) Accounts Payable (A/P) cash flow.
 Blueprinted internet website portal Replenishment Supplier Collaboration Application (RSCA) to feature inventory at
sub-geo level with RosettaNet B2B export trigger automation of forecast and workflow scheduling. Enabled
organizations to extract, transform and load (ETL) data into business warehouse systems automating 850 batch jobs.
 Facilitated test coordination of RSCA IDoc format change, excel macros, APO supplier collaboration Try-For-Fit
implementation. Set-up e-services gateway infrastructure MQDC upgrade by updating MQ component to handle
MQSeries message segmentation between AIX and MQ Series for multiple records as a single message.
 Merged separate SAP instances into a single client using risk management on separation of duties. Traveled to
Singapore to sunset Avalon distribution and fulfillment system. Optimized detail scheduling integrating custom SAP
ABAP code to use native Quota Arrangement logic. Created Interplant ordering PO process using standard SAP
document types to sunset the customized Inter Plant Logistics System (IPLS) legacy application.
 Designed SPIW-Forecast, orders and non-replenishment materials by Consolidating forecast and commits into Webbased i2 Rhythm Collaboration Planner with core suppliers. Outsourced PC desktop manufacturing to Sanmina-SCI.
Developed Lotus Notes RMA workflow of QC, Procurement, Shipping and A/P. Configured user exits to automate Inco
term tax code determination with Info Records to display pop-up of EC level on PO and schedule agreements.
SAP RTP NC and Shenzhen China Deployment Subject Matter Expert (SME) Lead, 2000–2001
Personal Systems Group – Professional Talent Development Training and Coaching Industry
Executed test cycles, created SAP training materials and instructed end-user education. Identified master data
requirements to transform organizational changes by defining new job roles, business analytics metrics and reports.
Documented business control points and desk procedures to standardize the security and authorization SAP profiles.
 Updated and configured to SAP version 4.5b traveling five times to China over a six-month period for SAP installation.
Designed 25 process scripts into published education procedures to include certification exams for training users and
suppliers. Founded new procurement role of Buyalyzer with expanded business controls to eliminate risk acceptance.
 Performed as-is/to-be gap analysis writing functional specs on PP top inputs, detail scheduling, capacity planning and
(A/R) inventory management. Integrated MRP with replenishment using delivery/consumption based payments,
configured so that Build to Plan, Build to Order and Configuration to Order coexisted in a CRM environment.
 Centralized supplier relationship management (SRM) contracts via PCMS and vendor maintenance via VLC.
Presented as an ASCA certification representative to review test documentation and live model process flowcharts.
Commodity Purchasing Manager of OEM Direct Ship and System Memory, 1998–2000
Personal Computer Division – Semiconductor Industry

3. KEVIN R. MORGAN
PROFESSIONAL EXPERIENCE – continued
PAGE 3
IBM – Commodity Purchasing Manager of OEM Direct Ship and System Memory, 1998–2000 – continued
Administered materials logistics plans affecting the product life cycle of brands from early development through end-oflife support for commodities consisting of components, sub-assemblies and finished goods. Conducted supply/demand
analysis to support both production and strategic plans for engineering change management for programs. Setup the
deployment and utilization of new modernized IT applications by installing SAP version 3.1h in place of EDI MIRS
application. Led staff of four buyers and analysts in purchasing $500M+ annually by leveraging inventory turns to 3 days
of supply at 75+ turns per year. Evaluated Key Performance Indicators (KPIs) for quarterly supplier scorecards.
Commodity Purchasing Manager of OEM Monitors, Cables and Analog Cards, 1997–1998
Personal Computer Division – Logistics and Supply Chain Industry
Supervised buyer and analyzer in purchasing $1B+ with inventory turns of 5-10 days of supply at 25+ turns per year.
Restructured the logistical supply chains to vendor managed inventory by trading EDI pulls and forecast commits.
Senior Buyer of Monitors and Analog Cards, 1995–1997
PC Company – Electrical/Electronic Manufacturing Industry
Purchased $500M+ from international complex card turn-key assembly houses, presenting daily production results to
business unit executives and managers.
LinkedIn profile includes prior management, buying and planning roles in the consumer electronics, manufacturing,
and retail industries for Bose Corp., Vicor Corp., LTX Corp., Levitz Furniture Corp. and Varian Associates, Inc.
TECHNICAL EXPERTISE
Applications:
Platforms:
Software:
Standards:
Ask Manman; COLTS; PCMS; VLC; APS i2 Informatica WebSphere; IMPACT; BIDS and PeS
Procurement E Services: PRHUB, CDA, WOI, BDW/IW Web Business Intelligence Reporting, Brio;
AXIS; MAPICS; SAP R/3 ABAP FICO/MM SRM Logistics (LO) modules Purchasing (PUR), Inventory
Management (IM), Production Planning (PP/DS), Warehouse (WM), CRM Sales and Distribution (SD).
Windows/Mac/Linux/iPhone/Blackberry/Android OS’s; VAX; DB2; MQ; MVS; AIX/UNIX, BDC/IDoc,
EDI/ALE and XML RosettaNet B2B; HTML, Java, SQL; SAP 4.7 app servers on IBM Regatta pSeries,
mainframe LPARs zSeries using IBM middleware aix 5.2, z/os 1.9 three terabyte MVS databases
compressed 60% with db2 V8 commonstore 8.2.3 archiving.
Lotus Symphony/SmartSuite and Notes databases; Microsoft Outlook, Word, PowerPoint, Project, Visio,
Excel macros; Inspirational Diagramming and Flowcharting; Blueprint IntelliCorp NetProcess Business
Diagram Layout (BDL) LiveModel with Control Points; HP Quality Center; Rational Asset Manager,
ClearQuest, Team Concert; BMC Remedy, HP Service Manager, Manage Now, ServiceNow.
Application Systems Control and Auditability (ASCA); International Organization for Standardization
ISO 9001; Just-In-Time (JIT); Lean Six Sigma; Sarbanes-Oxley (SOX) Goverance; Software Engineering
Institute (SEI) Capability Maturity Model (CMMi) level 5; Total Quality Management (TQM); ITIL.
CERTIFICATIONS
Discipline Agile Development Workshop: IBM Corporation, 2008
SAP R/3 Delta 4.5 PP: SAP America, 1999
APICS Material Requirements Planning: Foxboro Corporation, 1991
ASQC Blueprint Reading: American Society for Quality Control, 1989
The Essentials of Purchasing: Bryant College The Center for Management Development, 1988
APICS Inventory Management: Salem State College, 1986
EDUCATION: Bachelor of Arts, Business Administration and Sociology, Gordon College, Wenham, MA
PROFESSIONAL AFFILIATIONS
Americas’ SAP Users’ Group (ASUG), 2001–Present
National Association of Purchasing Management (NAPM), 1991–2000
American Production and Inventory Control Society (APICS), 1991–2000
AWARDS
2004: IBM On Demand Community Award of Distinction
2000: IBM Personal Systems Group Excellence for SAP Fulfillment Installation Support – RTP NC/Shenzhen, China