Download Steven M. Organiscak

Steven M. Organiscak
11300 Stratford Ridge Lane
Chardon, Ohio 44024
(440) 286-2517
[email protected]
SUMMARY
I am a Director and Project Director with a consistent record of achievement in a number of areas of
Information Technology. Over the past 24 months I have helped develop the IT Customer Service
department within Case Western Reserve University, including the Enterprise Service Desk, Telephone
Services Office, Business Process Review and Contracts.
Additionally, I have a successful career as a Project Director for number of high profile infrastructure projects
for the University. These projects include the voice and data communications for the 2004 U.S. VicePresidential Debate, the award winning Case Wireless and Gigabit Network Replacement Project and the
renovations to both University Data Centers. All of which were completed under budget, and on schedule
while retaining focus on Quality and Customer Satisfaction.
Project Management Institute, Project Management Professional Certification, (September,2008)
EMPLOYMENT
2009 – 2011






Developed Incident Management model and support strategies for new Enterprise Service Desk following
the ITIL framework;
Established Call Center support with a vendor, and desk side support of the Faculty, Staff and Students of
the University with an internal staff that supports an approximate Customer base of 20,000 users.
Developed a catalog of contracted services for full featured set of offerings to our supported
departments.
Designed and implemented a Support Process review program to identify all supported IT services, and
develop support strategies, resource requirements and implement changes to the service and support
processes. These reviews greatly contribute to the 85% call resolution rate by our Tier I support.
Responsibilities include the management of Call Center Vendor, Desk side support, two Walk-in Centers,
Telephone Services Office, Business Process Review Program and a Partnership Manager.
Employee of the Month, August 2010
2006 – 2009






Assistant Director in IT Customer Service & Support, Case Western Reserve University,
Cleveland
Project Director, Case Western Reserve University - ITS, Cleveland
My role was modified by the CIO to include budgeting, contract negotiations and vendor relations.
Project Director for Information Technology Infrastructure including Voice and Data Networking, Data
Center Design, Server Implementation and Application Deployment.
Recent accomplishments include the successful redesign, full renovation to both of the University’s
operating Data Centers
Renegotiated a number of contracts which reduced the department’s annual budget by approximately
$300K, and the total campus IT spend by $800K.
Administration of the bid process for the Case Western Reserve University Personal Computer
Partnership, Integrated Technology Partnershipand Mobile Voice and Data agreements.
Employee of the Month, September 2006
2003 – 2006
Manager of Program Management Office, Case Western Reserve University - ITS,
Cleveland
Based on exceptional performance in my previous duties, the Assistant Vice President changed my role from
Project Manager to the Manager of the Program Management Offices. My goals were instill a level of Project
Management across the Division and gain control of a number of run away projects. Additionally, the CIO
looked to me to continue my work as a Project Manager on a number of high priority projects.






IT Project Manager for the 2004 U.S.A. Vice-Presidential Debate at Case Western Reserve University
 Designed and implement 6000 port gigabit network and voice over IP solution to support 3000
workstations, 1500 analog telephones and 500 Voice over IP telephones.
 All supporting communications for the event were operational one week prior to the event and all ad
hoc change requests handled without error.
 Communications network and support completed at 30% of apportioned project budget, a savings of
almost $2 million.
 Advised by Commission on Presidential Debates that our design and support was the best they have
seen in their 20 years of hosting the debates.
Introduction of Project Management Procedures to Information Technology Services Staff to ensure
quality and facilitate management. Systems included:
Project Management documentation templates and guides including Project Proposals, Project
Specifications, Change control, Total Cost of Ownership and Cost Tracking.
Improved interpersonal and inter-project communications through use of the Program Management
Office.
Implemented Microsoft Project Enterprise Solution for use by ITS Project Managers in order to facilitate
management of IT projects and portfolios.
Employee of the Month, October 2004
2002 – 2003
Project Manager, Case Western Reserve University - ITS, Cleveland
Identified by the CIO as an excellent Manager, I was transferred to the central Information Technology
Services office in January, 2003 an appointed Manager of the Integrated Technology Partnership with Sprint
and Cisco.
My responsibilities included Management of the partnership vendors, and all associated projects, most
notably the forklift upgrade of the entire campus network.

Project management of $37 Million Gigabit and Wireless Network upgrade and installation projects.

Installed 22,000 gigabit Ethernet ports including a 10 Gigabit core and distribution

Installed 1500 wireless access point in over 200 buildings and green spaces

Administration and logistics of all physical network implementations including all construction concerns,
pricing and vendor management.

Information Technology consultant to campus construction projects for numerous new buildings.

Security Liaison for the Technical Infrastructure Services department.
EDUCATION
Project Management Institute, 2008 – PMP Certification ()
Masters of Business Administration, June 1997 - Babson College, Wellesley Massachusetts
Studies: Entrepreneurship and Strategic Management
Bachelor of Science in Electrical Engineering, August 1989 - University of Toledo, Toledo Ohio
Studies: Computer Sciences and Control Systems
REFERENCES
Available upon request
Additional Work Experience
1998 – 2002
Technical Services Manager, Weatherhead School of Management, Cleveland
As the Department Manager, my administrative responsibilities include but are not limited to:

Supervision, and staffing of all technical personnel, including Systems Administrators, Application
Developers, Database Administrators, and Helpdesk Technicians.

Preparation and management of $1.25 Million Budget, including school wide technology assets, and
personnel.

Administration and logistics of all IT assets including negotiation of pricing, leasing, logistics for all
workstations, servers, and software installations.

Preparation of documentation, such as Policies, Procedures and Technical Manuals.
My performance at Weatherhead had been exemplary, and my accomplishments include:

Development of an eight person Professional IT Helpdesk and Technical Staff which maintains a workload
in excess of 200 Helpdesk requests per week, 40 Servers, 25 SQL databases, 4 Web Servers and
numerous applications.

Lowered equipment costs by an estimated $100,000 per year through negotiations with Dell and IBM

Design and Implementation of Administrative systems for management of Weatherhead IT Assets,
Contact management, network Accounting, and Helpdesk Work Order tracking.

Leveled cash flows for Weatherhead's Technical Equipment budget,

Implemented plans for continual workstation and server service and replacement.
1996 – 1998








Management of inter-departmental project teams consisting of four to eight engineering personnel
Definition, design and development of a secure Customer Service World Wide Web and Dial-Up site,
available only to contract customers and company employees on a Windows NT 4.0 Network.
Definition, design and development of Remote Diagnostics enhancements, utilizing current remote
networking technologies to provide secure dial-up TCP/IP connections to customer sites.
Coordination of both management and technical skills for the research, design and feasibility testing of
new concepts for projects.
Project management responsibilities including financial and resource administration on all projects.
Extensive work as a technical consultant for the Service Marketing Department.
Administrator, developer and instructor of one-week technical courses for contract customers, and
international employees.
Working knowledge of Solaris, SunOS, Venix, X-Windows, Windows NT, Client/Server applications, TCP/IP
and network design.
1993 – 1996





Service Engineer II, The Foxboro Company, Foxboro MA
Remote diagnosis and resolution of control system issues on contract customer sites.
Telephone assistance for the customer base without remote diagnostic capabilities.
Assist Foxwatch manager with the administrative tasks of the Foxwatch Center, including training of
engineers, and managing the hardware and software necessary for the efficient operation.
Administrator, developer and instructor of one-week technical courses for contract customers, and
international employees.
Experience with the Foxboro I/A system, UNIX, SunOS, and Solaris programming, Control systems
strategies, programmable ladder logic, hardware design as well as third party products such as AllenBradley PLCs as necessary for remote problem solving.
1990 – 1993


Project Manager, The Foxboro Company, Foxboro MA
Senior Service Representative, The Foxboro Co., Middleburg Heights, OH
Responsible for ten project sites, including the largest Control System in the Midwest region.
Hardware and software installations necessary for startup of Foxboro I/A systems on customer sites.


Assist customers with the engineering and tuning of control loops including ladder and sequence logic
and UNIX/C programming.
Self-management necessary, due to the remote location and project based assignments. Also, direct
customer interface required exceptional interpersonal skills. (Performance Promotion 1991)
1987 - 1989




Assistant Project Manager, Toledo Edison Company, Davis Besse Nuclear Power Plant
Project Manager in the planning and implementation of lower scale capital projects, while assisting
managers with projects of larger scale.
Contributed to the project design specifications entailing knowledge from all branches of engineering,
Managed and organized project teams which consisting of personnel from diverse functional areas, and
guided projects from conception through implementation to close-out/turnover.
Conducted bid meetings, analyzed bid proposals and managed logistics and contract labor.