Andrew McKenna

About Andrew McKenna

Accomplished systems, program and telecommunications professional with extensive experience implementing large scale, high visibility programs leading Corporate IT and Enterprise Architecture for a Fortune 100 Company. Record of accomplishment of delivering reliable, enterprise IT services enabling global workforce collaboration, maintaining an enterprise IT environment supporting users.Professional SkillsStrategic Program Management | Unified Collaboration Tools | Project Team Management | Program Launch Management | Change Management | Requirements Analysis | Vendor Management | Marketing Product Positioning | Agile, Waterfall, SDLC Methods | Data and Analytics (BI)| Business Process Improvement | Customer Relationship Support | Disaster Recovery | Contract Negotiations | Stakeholder Relations | Transition Management | Risk Management and Mitigation | Incident and Problem Management | Executive Communications | Managing Remote Teams | Cloud Computing | ITILAccomplishments• Managed design consolidation of collaboration tools for end users upon company acquisition of Affiliated Computer Services• Managed separation of collaboration tools for employees upon announcement of company split to Conduent• Completed worldwide strategy and installation of videoconferencing network with all budgetary responsibilities all while maintaining current service levels and eliminated $0.75M in legacy costs• Supported retail sales organization to establish, maintain, and grow major account relationships resulting in annual revenue more than $400M• Commitment to the successful implementation of customer driven strategies• Strong organizational and interpersonal skills, leading, training and motivating resources in traditional and highly matrixed organizations. • Accountable for delivering the technical and financial commitments across a portfolio of software and hardware projects, achieving success criteria and customer acceptance.

Experience

1. Senior Manager Client Services

   HCLTech

   Nov 2023 — Present · Webster, NY, US

   Responsible for growing and maintaining business revenue, by partnering with internal and external stakeholders to drive sales activities, design and deliver targeted solutions, providing ongoing customer support and managing customer relations.• Managed multiple programs, personnel, and profit and loss (P&L)• Directly manage a workforce of IT support engineers• Provided service assurance (incident management), service delivery, finance/billing and contract management• Worked with global service desk and incident management functions.• Utilized my strong technical skills with networks, managed services, CPE, applications hosted/DCS services, security, IT services, and unified communications representing enterprise interests• Working closely with engineering and other operations teams to incorporate customer feedback into products and services, and address key IT support and usability concerns for corporate employees• Maintained a very high customer satisfaction• Effectively defined and analyzed metrics driving standards and influencing team behavior; holding team accountable for the achievement of goals• Provided over-arching leadership and guidance on projects, with a view to improve the organization\'s performance• Closely aligned with strategic planning and enterprise portfolio management, sourcing managers, providing oversight and remediation to troubled issues and ensuring compliance controls and standards are engaged• Provided strategic program management planning and support, including program budgeting and forecasting • Collaborated with Business Management & Strategic Planning to align and prioritize initiatives within program roadmap establishing integrated program view • Ensured a standardized approach to the management within the programs in line, encompassing the governance, alignment, assurance, integration, financial control and planning of multiple inter-related initiatives

Education

• SUNY Geneseo

  Bachelor of Arts (B.A.), Mathematics concentration in Physics and Computer Science

  1988 — 1992

Skills

• Project Management
• Project Planning
• Vendor Management
• Software Project Management
• Itil
• Integration
• Project Portfolio Management
• IT Service Management
• Outsourcing
• Process Improvement
• Six Sigma
• Program Management
• Cross-Functional Team Leadership
• Pmo
• Pmp
• Service Delivery
• Business Analysis
• Business Process Improvement
• IT Strategy