1. DANIEL TAYLOR
Omaha, NE 68123
www.linkedin.com/in/DanTaylorQualityIT
dtaylor1830@gmail.com 402.707.4581
GLOBAL QUALITY / PROCESS IT LEADER
Increased Client Value | Assessed and Standardized Best Practices
Improved Processes | Prevented Repeat Database Problems
Trusted global (Americas, Europe, Asia Pacific, and Japan), quality, and productivity leader adept at
transforming complex issues into clear, understandable, actionable components, challenges into
opportunities, and costs into value for customers and the company.
Recognized as passionate, enthusiastic, highly organized global leader with excellent interpersonal
communications skills. Led multinational organizations in development and implementation of sound,
measurable solutions to global level IT problems.
Process & Tool Standardization | Root Cause Analysis
Rational Asset Management Administration | Strategic & Operational Planner
Critical Thinker | Microsoft Word, Excel, & Power Point
PROFESSIONAL EXPERIENCE
IBM, New York, NY 2003 to 2015
Program Manager 2013 to 2015
Coordinated activities of Program Managers responsible for several Global Delivery Services
Organizations, including Application Hosting, Systems Operations, Storage, Systems Management
Mainframe, Systems Management Distributed, and Database Management.
• Developed Client Value Validation (CVV) award program, helping reduce number of customer
problem tickets by average of 7.5% over course of last 2 years (1.5% 1st year and 14% 2nd
year), and declining slope continuing in current year.

2. • Created Cross Delivery Services process for collection of Best Practice Communications,
providing global standardized process, automating storage of problem ticket data, providing
peer-to-peer feedback, and increasing global participation in program.
• Designed Positive Usage Tracking System, providing monthly management review with clear
vision of productivity metrics and showing impact sharing of Best Practices was having on
clients.
Led team of 15 Global Leads managing Security Compliance, Skill Level, Automation and Tools,
Metrics, Quality, Process, and Technical Escalation needs in 2 Global IT Services Organizations
responsible for approximately 10,000 employees.
• Developed project plan, governance model, automation scope, coding, documentation, and
testing requirements for creation of Global Tools Standardization team tasked with development
of globally deployable scripts for all our supported technologies (Oracle, SQL Server, DB2, IMS,
CICS):

3. DANIEL TAYLOR dtaylor1830@gmail.com PAGE TWO
IBM (Continued)
o Helped eliminate cost of maintaining numerous geographically specific toolkits around world,
providing central points of contact for software support, and creating globally deployable
packages for implementation on any new customer’s operations environments.
• Mentored Skills, Quality, and Process Leads, providing guidance and tools needed for delivering
global support to 7,500 people in Middleware Services Organization, while ensuring each Lead
had resource required for driving standards throughout organizations.
Quality / Process Manager 2011 to 2015
Developed and implemented numerous programs for improving customer satisfaction, reducing
number of missed client Service Level Agreements (SLA), driving standardization, and improving
communications between technicians and senior leadership.
• Performed monthly analysis of problem tickets related to specific service level failure classes,
and staffed team of global technology specific subject matter experts, providing guidance to
struggling support teams.
o Decreased number of reported problem tickets, while shrinking production support costs,
reducing number of (SLA) misses, and exploiting strength of implementing and enforcing
Global Best Practices.
• Implemented Best Practice Technical Maturity Model program based on eSCM-SP model from
Carnegie Mellon University, helping identify, categorize, and assess technical best practices
being implemented by global support teams.
o Allowed identification of gaps in Best Practice implementations and maturity levels, and
creating action plans for closing gaps, while helping improve quality of support for customers.
• Created Knowledge Management System categorized by technology for support teams, closing
reported communications gap locating proven solutions to repeat problems.
o Staffed each section with global SME, tasking with monitoring and validating problem /
solution entries, reducing time for finding problem solutions, and controlling standardization
of scripts and procedures used in solutions.
Database Administrator 2003 to 2010

4. Production Database Team Lead for (Oracle and Sybase). Tools team standardization lead for in-
house developed and 3rd party tool standardization, configuration, implementation, and
maintenance.
EDUCATION
MBA, Business, Management and Leadership, Bellevue University, Bellevue, NE
MAM, Business, Management and Leadership, Bellevue University, Bellevue, NE
BA, Information Systems Management, College Park, MD