Kim Baxter

704-301-7590

Lenoir, NC 28645

kim.baxter81@yahoo.com

Linked In Profile

http://www.linkedin.com/in/kimbaxter1

Professional Profile
Experienced IT Infrastructure and Operations Senior Leader with proven skills in building high performing
teams, transforming operations to align with business objectives and implementing IT Service Management.
IT Service Management (Assess,
Strategic Leadership
Design, Build, Implement, Improve)
IT Operations Direction and Leadership
IT Infrastructure Leadership
Analytical thinker and keen problem solver
Technical understanding of multiple
Excellent Oral and Written Communication

IT disciplines
Oversee successful delivery of IT
projects and services
Vendor management including
selection of vendors to meet
organizational needs

Skills
Building High Performance Teams

Professional Experience
Bank of America, Charlotte, NC
2011 Current
Senior
Service Delivery Manager Infrastructure Transition Planning and Release Management
Using Six Sigma process improvement techniques developed Release Management processes and
policies specific in Infrastructure Releases to align with ITIL. Run Monthly Infrastructure Releases with
over 2000 changes per release. Developed process for managing the infrastructure changes required
to support Quarterly Integrated Code Releases. Engaged with Tech Executives to implement critical
infrastructure deployments without conflicts or incidents.
Achievements
Developed Infrastructure Release and Deployment Process into Enterprise Control
Function which reduced Incidents from Infrastructure Change by 25%
Developed and implemented global forum to discuss and schedule key infrastructure
changes with business partners which improved key Infrastructure project delivery
by 30%
Increased operational efficiency of team allowing review and management of key
infrastructure changes for every weekend
Worked with Senior Executives to develop IT Technology PMO
Lowes Home Improvement, Mooresville, NC
2003 2011
Director Service Delivery
2008- 2011
Developed key strategies and led the implementation of business services management including 3-5 year
roadmap. Led ITSM Governance team to ensure consistent processes across all of Service Management at
Lowes and led ISO 20000 assessment effort and resulting Service Improvement Plan Developed CMDB
strategy based on federating with existing architecture and data center management tools and linking CIs to
incident, problem, and change tickets.
Achievements:
Utilized Business Service Management techniques to reduce Lowes business service
outage time by 67% for critical service applications, including Lowes credit-debit and
services applications.

Implemented End-User Experience Monitoring and moved enterprise monitoring from an

infrastructure component focus to a business focus to reduce MTTR and reduce time to
find root cause. Reduced time to solve open Problems by 20%.
Designed Service Request strategy and implemented New Hire Portal that reduced IT
provisioning time by 27%
Designed and Implemented Enterprise Management Reporting Strategy that focused on
key KPIs and Business Dashboards
Managed capital and expense budget exceeding 10 million dollars
Developed Continuous Service Improvement strategy
Developed, Implemented, Improved Incident, Change, Problem, Availability and Event
Management Processes

o Developed Root Cause Analysis and Major Incident Processes

Cross Functional Project Manager/Business Relationship Mgr
2003 2008
Created and filled a new business relationship manager position in IT Infrastructure engineering. The
primary objective achieved was to interface between disorganized engineering teams and other parts of IT,
allowing for better cohesion between the business units. This provided an accurate assessment of costs
earlier in projects, thereby saving Lowes lost time and funds. Managed large IT Infrastructure programs
across departments including all PM activities, including resource management, budget management,
deliverable management and task management. Managed matrixed team of infrastructure engineers to
complete solution focused projects
Achievements:
Managed program to move 600 servers from primary data center to new data center that
served as a Disaster Recovery site and saved 2 million per year in hosting costs
Managed Windows Server O/S upgrade for 350 servers across multiple sites
Managed cross functional effort to implement improved product catalog solution for 1700
retail stores

Computer Science Corporation, San Diego, CA

2000 - 2003
Service Delivery Manager
Managed service delivery contract for large utility computing delivering help desk, desktop support and
Network Support. Increased SLA compliance and added email support. Transition Lead with responsibility
for adding email administration and Server support services during contract extension
Achievements:
Met or exceeded all SLAs in the contract
Improved client relationship and employee morale on the account team
Through use of ITIL Incident best practices, improved incident resolution rates by 40%

Jacobs Engineering, San Diego, CA

1995 - 2000
Regional IT Manager
Managed Desktop support, email, server and network support. Managed staff of 4

Education

Augustana University, Sioux Falls, SD , BA, Education

UCSD, Certificate in Business Administration and Information Systems

Professional Certifications

ITIL V3 Foundation