Brian J. O’Keefe 20 Bradford Ave, Plymouth, Ma 508-591-0080 BrianOKeefe04@gmail.com http://www.brianjokeefe.com/ Information Technology Management, Program Management PROFESSIONAL EXPERIENCE Service Delivery Manager & Program Manager 2006- 2009 Affiliated Computer Services, Inc, Healthcare Division, Dallas, Texas; Worcester, MA Recruited as a strategic information technology leader tasked to manage ACS’s largest North American healthcare client, UMASS Memorial Health Care. Provided leadership and management of $100 million contract with 8 direct and 105 indirect reports, supporting over 1,600 physicians and 13,000 users in a 1,111+ bed multi-site healthcare system. * Rebuilt six direct report groups, including Networks, Systems Administration, Data Center, Telecommunications, Desktop Support and Support Center, resulting in a more streamlined operation. * Re-aligned change control, new support processes, new telephone systems and achieved 100% SLA compliance, resulting in a $5 million savings. * Managed and revised SOW’s, project management, and change management processes to ensure effectiveness, contract compliance, and approval for all intake expenditures. * Established direct executive business and clinical liaisons ensuring aligned operational results with clinical and enterprise applications, and disaster recovery teams with defined client goals. * Managed global corporate implementation of Clarity PPM as SaaS for healthcare clients. * Increased client satisfaction by contributing to the signing of a new $110 million five year agreement. Sr. Manager, Information Technology Services 2003 – 2005 Boston Medical Center, Boston, MA Managed 3 direct reports and a staff of 50+ professionals, supporting over 12,000 users at 17 individual locations. Leveraged knowledge of client management strategies and project management methodologies for a leading Boston based healthcare provider. * Collaborated with clinical leaders in implementing 300+ mobile wireless workstations in key clinical areas, including radiology, maternity, and admitting; implemented a clinical workstation lockdown program to ensure maximum system uptime. * Increased IT support by 30%, data center uptime by 12%, and help desk responsiveness by 22%. * Executed a workstation management project to secure system from threats and enhance OS update and patch management. * Proposed and reengineered the support strategy model, enhanced the ACD, CTI and CMS systems to improve the alignment between ITS, financial, and clinical initiatives. * Trained project teams on project management processes and procedures; developed reporting tools ensuring an effective and quality implementation of all products. * Directed the Year-Up Internship program for coordinating new hires and training programs. Manager, Information Systems Support 1999 – 2003 Caritas Christi Healthcare Systems, Boston, MA At Caritas Christi, the 2nd largest healthcare system in Massachusetts, I directed a multi-level IT group, in support of over 11,000 employees at 6 hospitals and 15 secondary care facilities; utilized Meditech EMR and 140 clinical systems on 200+ servers and 5,000+ workstations. * Managed the migration of dispersed and non-standard support systems to a centralized system. * Functioned as liaison between clinical professionals and the IT support group; developed and managed individual project testing schedules. * Conducted a RFI and RFP to replace the Legacy CMS and ACD systems, to provide for a more reliable and efficient system. * Selected and configured a web based document management system, to facilitate collaboration and implement business processes. * Researched and implemented a centralized paging system for all facilities; managed the program and individual project testing schedules. * Assisted in the development of an improved backup and disaster recovery plan, ensuring data protection, regulatory compliance with HIPAA, and the achievement of financial goals. * Negotiated cost reductions with key vendors, resulting in improved services and budgetary savings. Manager, Technical Support 1998 – 1999 State Street Bank and Trust Company, North Quincy, MA Created Strategic Plan for a new business unit within the Mutual Funds Global division, implemented this plan achieving a 20% saving over previous year’s budget while increasing regulatory compliance, accuracy, responsiveness, and a significant reduction in downtime while exceeding original goals. Recruited and trained all IT professionals in support of 4,000+ users and 300+ servers. Organized test director training programs for project resources. Resolved project testing and environment issues; mitigated risk and managed defect tracking across all testing phases. * Increased first call resolution rates by 40%, and decreased the abandoned call rate proportionately, while experiencing an increase in volume by more than 63%. * Created a semi-annual customer survey, resulting in increased end user satisfaction and feedback. * Managed OSS support activities during the implementation phases of projects. Manager, IT Support, IT Purchasing & Telecommunications 1996- 1998 TAD Resources International, Inc., Cambridge, MA Created and implemented strategic business plan for IT support while administering overall annual budget of $30 million dollars. Successfully hired, retained, and trained staff to support 352 field offices while defining business CRM process and telecommunication needs and process, selection and implementation. Identified and managed license and maintenance compliance, contracts and vendor relationships. EDUCATION Masters of Science, Boston College James A. Woods S.J. Graduate School of Advancing Studies, Administrative Studies, expected May 2010 MIT Sloan School of Management, Executive Certificate in Management and Leadership, expected Dec 2010 Bachelor of Arts, Boston College, Corporate Systems