BRADLEY GILLESS

713.689.4271
gilless.bradley@gmail.com

http://www.linkedin.com/in/bgilless

SENIOR IT MANAGER
DELIVERING SOLUTIONS THAT MEET CUSTOMERS E XPECTATIONS
Senior IT Manager with successful track record in infrastructure management and service delivery. Dedicated, results-driven
management professional with background in IT service delivery jobs. Strategic builder in results-oriented organization.
Strong coaching, motivation, and staff development skills with proven success transferring job knowledge and leveraging skills
both in and out of organization. Known for managing high-performing teams of analysts and engineers supporting multiple,
large customers.
Areas of expertise include:

Organization Development

P&L Management

Global Service Delivery

Technical Project Management

ITIL
Outsource Management

PROFESSIONAL EXPERIENCE
IBM, Houston, TX
CDI on Contract to IBM, Houston, TX

2012 2015
2011 2012

Technical Solution Architect, Global Resource Management

Provided technical solutioning on large complex engagements for global service delivery. Interfaced and coordinated between
global and US engagement teams from kickoff through signing and technical help to contract transition. Managed average of 10
complex engagements concurrently. Assigned average 60 deals / year. Interfaced with and supported teams in India, Brazil,
Argentina, Costa Rica, China, Philippines, Malaysia, Mexico, Hungary, and Poland.
Served as leading architect and supported 44% of workload with team of 3 architects, developing Delivery Readiness
Review (DRR) documentation and cost case for global sourcing to obtain global approval.
Coordinated between engagement managers and multiple delivery tower architects during iterative rounds of global
solution development that included iSeries, UNIX, Wintel, Linux, Mainframe, Storage, Data Management, Security,
Middleware, DBA and SPMS.
Interfaced with global delivery centers and US towers, resolving issues, providing analysis, and obtaining agreements.
Achieved 22 wins in 2014 totaling ~$1.6B and 24 wins in 2013 totaling ~$1.3B by focusing on solutions that streamlined
business processes and met customer requirements.
INDEPENDENT CONSULTANT, Houston, TX
2009 2011
Provided IT consulting to Houston-area companies and organizations.
Led and organized IT sub-team of BJM Senior Manager Group, assisting senior managers and IT professional on best
practice use of tools and strategies.
GETRONICS / COMPUCOM, Houston, TX

2007 2009

Senior Operations Manager

Managed 24x7 Network and Security Operations Center (NSOC or NOC) and supported customer LAN / WAN networks,
servers, and VOIP for 12+ large customers. Managed $6M budget and staff of 60+ network analysts, network engineers, system
engineers, and operations managers.
Recruited to bring stability to team that had lost 3 shift managers and senior manager, had 22% employee turnover and poor
morale by collaborating with division staff at all levels to determine pain points, implementing new re-organization plan,
integrating engineering, creating career paths, increasing training, and developing action plan to determine progress over 6
months. Increased employee morale and reduced voluntary turnover to <4% per year.
Increased vendor ranking with largest customer from #28 to #2 in 1 year and rescued critical customer account SAT by
implementing key operational metrics, corrective action database, and quality assurance process.

BRADLEY GILLESS

gilless.bradley@gmail.com

PAGE TWO

GETRONICS / COMPUCOM (Continued)

Improved teams technical skills and increased technical certifications to 60% of organization by targeting higher skilled
network analysts during hiring, providing targeted training, using internal engineering expertise, and stressing importance
of technical certifications.
Exceeded fiscal budget targets by maximizing team productivity, allowing headcount reduction and managing variable
expenses.
Transitioned 2 major new commercial accounts and successfully managed multiple projects, increasing revenue.

IBM GLOBAL SERVICES, Houston, TX

1996 2007

Technical Manager, Commercial Middleware

2005 2007
Managed team of ~40 technical engineers in multiple domestic and international locations supporting >75 middleware products
for ~15 large strategic outsourcing and web hosting customers.
Created and chaired commercial middleware security standards team across entire middleware competency and
implemented security best practices solutions and tracking / reporting database, achieving 100% compliance for all internal
and customer audits.
Kept team 20% under fiscal and HR headcount budgets by reorganizing middleware team to take advantage of pooled
skills, leveraging resources which allowed transition of 2 major accounts and expansion of services on 3 other accounts
annually, and implementing 2 major cost take-outs annually.
Maximized training budget by utilizing online courses, standard classroom training, and cross training.
Negotiated with account teams payment of specific targeted technical training and leveraged team member skills,
providing specific skills to help critical situations on 9 other accounts.
Matrixed team of 7 technicians from India and Brazil into cohesive global team with US team to provide full middleware
support, utilizing appropriate skills that minimized delivery costs.
Managed escalations, severity 1 problems and customer relationship interface with 15 account teams, customers and other
delivery teams, maintaining all customer satisfaction targets and customer service level agreement metrics.
Manager, Technical Infrastructure Teams
2002 2004
Managed cross functional tower with staff ~30 engineers in Service Delivery Center / North Central (SDC/NC) supporting
middleware, database administration, messaging services. Managed tools team that supported 12 commercial web hosting,
eCommerce, and strategic outsourcing accounts.
Led Websphere competency team and middleware best practices team, serving as SME for large global outsourcing
engagement proposals.
Integrated 2 middleware support teams from Canada into organization, supporting 6 Canadian global outsourcing and web
hosting accounts.
Implemented security health checking and tool to track security health check compliance within team, ensuring 100%
compliance on all audits.
Managed technical excellence award-winning team, developing critical product offering, Intelligent Due Diligent tool.
Managed team below budget and headcount targets, transitioning and seeing major scope increases on 5 6 accounts each
year while meeting or exceeding customer satisfaction targets and receiving recognition from 6 commercial accounts.

TECHNOLOGY
Working knowledge of and managed teams that supported:
Cisco Routers and Switches, HP Openview NNM, HP Service Desk, S3 SMARTS, Cisco Unified CallManager, EMC Smarts,
VoyenceControl, VitalSuite, NetIQ, CiscoWorks, Clarify, Websphere, MQ Series, Oracle, SQL Server, DB2, Weblogic,
Windows Server, AIX, Solaris, Apache, Lotus Notes, Domino, Groupware Development, Windows Server 2003, Apache,
iPlanet, Lotus Notes, Domino, Hyperion, Commerce Server, Oracle 11i, ColdFusion, Linux, AIX, Solaris, HP-UX

DEGREE & CERTIFICATION

Bachelor of Business Administration, MIS, Texas State University, San Marcos, TX
IT Infrastructure Library Foundation Certified, ITIL, Houston, TX