JOHN D. ANDERSON

• Company Overview: Office of Information Technology, Compliance, Risk and Remediation, Data Analytics and Reporting, Service Quality Management
• IT Specialist within Office of Information Technology, Compliance, Risk and Remediation, Data Analytics and Reporting, Service Quality Management with responsibility in overseeing the Service Level Management program with The Department of Veteran Affairs, Office of Information Technology
• This includes Service Level Agreements (SLAs), Operating Level Agreements (OLAs), Service Performance Monitoring, Measurement and Reporting and all related processes included in ITIL/ISO 20k frameworks
• Provide technical advice, oversight, and direction for the Benefits Transformation Initiative portfolio, consisting of multiple projects to support and defend major principal policy and business decisions in support of the VA mission
• Provide guidance and leadership to the contractor team on assignments and ITIL related functions with Service Level Management
• Ensure reporting dashboards are showing the correct status and data calculations for all SLAs and OLAs
• Provide insight into improvements to reporting capabilities and communication to executive leadership
• Ensure all VA and OIT related procedures and guidelines are in place
• Office of Information Technology, Compliance, Risk and Remediation, Data Analytics and Reporting, Service Quality Management
• Maintained Service Level Management Program Tracking Report and Dashboard Metrics
• Service Level Agreement Performance Reporting
• Underpinning/3rd Party Contract Performance Reporting
• Maintained tracking mechanisms to increase program awareness and status
• Strategic Planning with Office of Information and Technology’s Pillars to ensure the VA’s goals are supported based on the responsibilities assigned to me
• Maintain the Service Level Management Process, SLM Playbooks and Charter
• Responsible for maintaining the SLA and OLA Templates
• Overseen implementation of Service Level Target and Critical Systems RTO Dashboards
• Explained technical information in clear terms to promote better understanding for non-technical users.

• Company Overview: Contractor supporting the Department of Veteran Affairs, Office of Information Technology, Development, Security, Operations, Governance, Risk and Compliance, Service Delivery Management
• Program Manager within Office of Information and Technology, Development, Security, Operations, Governance, Risk and Compliance, Service Delivery Management with responsibility to assist in implementing a standardized Service Level Management program with The Department of Veteran Affairs, Office of Information Technology
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• This includes Service Level Agreements (SLAs), Operating Level Agreements (OLAs), Service Performance Monitoring, Measurement and Reporting and all related processes included in ITIL/ISO 20k frameworks
• Provide technical advice, oversight, and direction for the Benefits Transformation Initiative portfolio, consisting of multiple projects to support and defend major principal policy and business decisions in support of the VA mission
• Office of Information Technology, Development, Security, Operations, Governance, Risk and Compliance, Service Delivery Management
• Obtained customer trust to run program
• Created Service Level Management Program Tracking Report and Dashboard Metrics
• Service Level Agreement Performance
• Underpinning/3rd Party Contract Performance
• Created tracking mechanisms to increase program awareness and status
• Re-baselined Service Level Management Program
• Increased productivity by 350%
• Project managed implementation of Computer Associates (CA) Business Service Insight (BSI)Tool for SLA/OLA Tracking with the VA Enterprise Command Center (ECC)
• Automated Reporting
• SLA/OLA Alert notifications
• Strategic Planning with Office of Information and Technology’s Service Level Management and Account Management Offices
• Assisted Service Management Office in creating workflows for ITIL4 process associated with Service Level Management
• Assisted Service Management Office with updating SLA templates and approval processes
• Successfully created relationships with multiple OIT organizations and programs
• Received multiple positive responses and accolades from OIT leadership on programs progress

Company Overview: GTECH is the Global leader of gaming technology solutions, development, and ongoing services supporting customers World-Wide

• One of the highest transaction processing companies in the World
• Managed and Directed 65 second tier Dev/Op’s support team members with responsibilities for Production Operations Support, Database Administration, System/IT Administration, Automation, iGaming Operations and Service Desk/Call Center/Field Service End-user Applications and Quality Assurance
• Develop and deploy strategies to maximize system / server availability, functionality, quality, service levels, and efficiency for numerous customers / company operational centers across two continents
• Created and implemented plans and process improvements in the national operations and network command center to optimize system/network availability, proactive monitoring, and event management
• The program managed three separate end user applications
• One – Automation application, two – IBM Tivoli Monitoring, and Three – Cadence – Call Center and Field Service Applications through planning, development, execution, implementation, and sustaining functions
• DevOps model creation with the Product, Software and Infrastructure organizations focusing on releases and continual improvement
• GTECH is the Global leader of gaming technology solutions, development, and ongoing services supporting customers World-Wide
• One of the highest transaction processing companies in the World
• Created National Standards and Best Practices for all GTECH Operational Centers across North and South America within critical areas of the business
• (IT and Operations)
• Implemented 2nd Tier Support Program supporting Lottery customers (Operations Support, Database Administration, System Administration/IT and Automation/Monitoring)
• Created and Implemented DevOps Model for all releases (software, configuration, and system level) focused on reducing install incidents, improving processes and customer satisfaction
• Improved command center operations by spearheading process improvements of ITIL best practices for management of changes, releases, incidents, and event management.
• Successfully facilitated the deployment of an innovative automation and monitoring solution, which included program sustainment for event management, configuration changes, application, and system monitoring This solution has been integrated into the product baseline and is now part of all new system deliveries and conversions, including IBM Tivoli.
• This accomplishment was acknowledged with the company President's Award
• Provide ongoing data call information to Problem Management to reduce re-occurring incidents
• Managed criteria initiative, defining the event management alerts, and notification process for all critical areas of the gaming applications, systems, and networks
• Directed and managed all command center war room activities with large jackpots, multi-jurisdictional software releases, time change, command center power upgrades, and weather-related storms
• Directed implementation of a 30TB SAN for automated backups to VERITAS Tape Library
• Developed standard audit tracking process for Site Operational Audits (SAS70, SSAE16, SOC1)
• Responsible for all incoming Infrastructure deliveries and projects into the Data Center of the Americas (DCA)
• Project Managed operational deliveries globally in support of the entire project conversion and or startup
• Defined metrics based on performance criteria for all areas of responsibility to ensure service level obligations are met
• Directed and Program Managed a team of thirteen software engineers who design, develop, and sustain Call Center Tools and Field Service Mobil Applications using SDLC Lifecycle (iPhone, Garmin, Inventory Management, etc.)
• Vendor Management with various support tools and software support
• Directed Quality Assurance Team with responsibilities for testing operational, call center and field service functionality
• Applying Business practices, quality metrics and pass/fail criteria
• Directed iGaming Operations for cloud based virtualized system for all internet wagering, subscriptions, and player loyalty applications
• Directed and implemented a hybrid knowledge management module using JIRA
• Developed and maintained strong partnerships with business operation teams to inspire change within defined processes and workflows.
• Contributed strong, data-backed feedback into product engineering, technical enablement, operational policies and workflows.
• Collaborated with sales teams on account management strategies, enhancing customer retention rates and driving revenue growth.
• Provided guidance during crisis situations, swiftly resolving issues while minimizing potential negative impacts on operations or reputation.
• Coordinated with HR on talent acquisition strategies to attract top talent for key roles within the support department.

• This position is responsible for technical operational over-site for fifteen jurisdictions across the U.S
• Supporting our Lottery Customers ensuring that SLAs and performance criteria is met based on contractual obligations
• Overseen implementation of domestic U.S
• Turnover database that will reduce operating costs and administrative costs which allows audit control objective capabilities
• Overseen implementation of Knowledge Management utilizing WIKI technology for all U.S
• Sites
• Implemented and piloted Release Management across five jurisdictions that reduced install and operator-related errors by 95%
• Overseen operational readiness at all jurisdictions working with site management
• Led critical incident calls with responsibility for uptime of systems and applications across the United States
• Ensure critical functions of standalone operations centers were aligned with the National Operations Center requirements
• (Event, change, incident, and release management)

• Directed a group of twelve geographical based operations analyst with primary responsibilities of delivering operational documentation, tools, and training to internal and external operational sites globally
• Created Operations Affinity Group with goals of implementing operational efficiencies standards, tool standardization and reducing operational costs
• Project Management costing and delivery responsibilities
• Implemented standard procedure based on ISO Compliance
• Implemented global procedure website for documentation availability
• Implemented baseline set of operational and IT procedures for all product solution applications reducing project costs by 25%
• Created standard costing templates for new business proposals
• Created and aligned relationships internally with various support groups to include corporate marketing
• Developed strategic processes to ensure operational readiness for conversions or startups
• Defined and implemented time-based accounting model for project deliveries to allocate resource workloads
• Defined operational workflow competency models to align with the technical deliveries
• Ensured alignment with technical and process requirements across all operational centers
• Provided input to standalone operations center physical configuration for each new facility
• Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
• Streamlined project delivery mechanisms, significantly reducing time to market for new initiatives.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

• Directed and Managed primary / backup data center operations, 3 managers, and ~ 135 additional team members
• Develop and deploy strategies to maximize system / server availability, functionality, quality, service levels, and efficiency for numerous lottery customers / company locations
• Prepare RFP responses for the Americas as part of the global RFP team
• Cultivate strong relationships with customers, including business development and issue / incident resolution
• Ensure alignment of systems with requirements (internal and external clients)
• Extremely high transaction processing systems with SLAs, which had financial penalties if targets not met
• Decreased operating costs and performance deficiencies by leveraging a proactive philosophy and preventive measures
• Minimized employee turnover while transitioning organizational culture by initiating competitive / market evaluations of industry compensation, and by strengthening processes / training
• Improved operational center functions by spearheading implementation of ITIL best practices for management of changes, releases, monitoring events and incidents; eventually launched program at 32 locations throughout North America
• Directed rollout of Release Management process to domestic U.S
• Achieved 90% System automation utilizing BMC Products for all managed jurisdictions
• Exceeded 99.97% SLA for system uptime consecutively for 36 months
• Maintained and aligned relationships with internal and external customers to ensure an elevated level of communication and customer satisfaction
• Created and implemented Entry and Exit Criteria process for new business coming into the data center
• Facilitated deployment of innovative automation solution (BMC Control M and Patrol for applications and system monitoring) to enhance site operations center responsibilities
• Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
• Analyzed customer feedback and identified areas for improvement to drive business success.
• Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
• Mentored and coached team members to foster productive and engaging work environment.
• Achieved team goals through formalized training plans, coaching, and performance management.
• Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
• Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.

• Responsible for Integration Engineering, Project Operations Support, Corp IT Support and Central Systems Software Support

• Responsible for Integration Engineering and Project Operations Support

• Responsible for regional OS support of transaction processing and reporting systems

• Responsible for regional operations support for all data centers in the Midwest

• Responsible for testing functionality and requirements for lottery system deliveries

• Responsible for system operations for the NY site (processing and maintaining)

• Provided hotline call center support for Lottery retailers troubleshooting lottery points of sales devices, dispatch and communications support with field services and system operations processing, reporting and tape backups