Award-winning Senior Technology Manager with extensive business experience in the implementation and operation of large-scale, complex enterprise solutions to deliver defined business outcomes including performance efficiency, control costs, and mitigate operational risk. Life cycle management expertise of ITSM-compliant solutions from ideation to user adoption. A successful leader with proven success in process improvement, automation, building, and managing highly skilled technical teams. Created efficiencies through the utilization of technologies, business acumen, and innovative solutions as well as influencing positive change across the enterprise. System Implementation: Highly skilled in all areas of strategic planning, process design, system development, release and performance testing, end-user training, and adoption. Proven ability to have a major impact on infrastructure stability, cost allocation and recovery, KPI, and metric reporting. Leadership: Exceptional leadership abilities and the capacity to build, train, and mentor highly skilled technical service and operational teams. Strong communication and problem-solving skills with the ability to bridge technical and business audiences. Operations Management: Proven ability in managing the efforts and activities of people, capital, and infrastructure resources to drive a fact-based decision-making culture and infuse energy into a business through new process development and Lean operating techniques. Specialties: ITIL standard Processes: Service Strategy, Service Design, Service Transition, Service Operation, Infrastructure Operations, Infrastructure Services, Process Management, Capacity Management, Operating Level Agreements & Service Level Agreements, Managed Service Delivery, Continuous Service Improvement.

1. George C. Larsen
Arlington Heights, Illinois 60004
Phone: (847) 471-1040
Email:gclarsen0415@gmail.com
LinkedIn: www.linkedin.com/in/larsengeorge
CAREER SUMMARY
System Implementation: Award-winning Senior Technology Manager with extensive business
experience in the implementation and operation of large-scale, complex enterprise solutions to
deliver defined business outcomes including performance efficiency, control costs, and mitigate
operational risk. Proven ability to have a major impact on infrastructure stability, cost allocation
and recovery, KPI, and metric reporting.
Leadership: Exceptional leadership abilities and the capacity to build, train, and mentor highly
skilled technical service and operational teams. Strong communication and problem-solving
skills with the ability to bridge technical and business audiences.
Operations Management: Proven ability in managing the efforts and activities of people,
capital, and application hosting resources to drive a fact-based decision-making culture and
infuse energy into a business through new process development and Lean operating
techniques.
PROFESSIONAL EXPERIENCE
TEACHERS INSURANCE AND ANNUITY ASSOCIATION, (TIAA) Chicago, IL Jan 2017-May 2024
Lead Infrastructure Manager, Enterprise Capacity Management
Selected by Executive Management to the newly formed infrastructure capacity management
discipline. Established an Enterprise Capacity Management policy, supporting processes and
standard operating procedures to support the management of VMWare virtual servers and Red
Hat OpenShift containers located in strategic data centers and in the public cloud. Over 1,200
applications are hosted on the various platforms.
• Achieved $1.8M in cost savings by establishing a capacity reclamation program.
Collaborated with Application Development partners to review capacity utilization trends
using Grafana, Splunk, and Tableau to resize allocated capacity at the Application and
Application Family level.
• Avoided capacity-related outages and performance degradation of critical applications
by introducing a proactive capacity management program. Through analysis of Splunk
and VMWare vRealize Operations tool trending, additional capacity was added
proactively by partnering with Operations teams.
• Received a satisfactory rating from Internal Risk and external auditors to address federal
supervisory requirements. Led a cross-functional project to implement and distribute
Splunk proactive performance monitoring of critical applications supporting the
retirement business.
• Trained over 1,000 peers and business partners to adhere to compliance initiatives.
Partnered with Workday Learning and Development partners to implement Capacity
Management compliance training and certification. Initiatives included: web-based
training, knowledge checks, testing, and participant tracking.

2. NUVEEN INVESTMENTS, a division of TIAA Chicago, IL May 2015-Dec 2016
Manager, IT Systems Management & Operational Process
Application Owner of Microsoft System Center Service Manager, responsible for the enterprise
ownership, communication, and delivery of the Change, Incident, and Problem Management
processes. Operational support and process development to ensure that the people, process,
and technology consistently deliver high-quality IT Operational services to Infrastructure
Services and Application Development organizations.
•Increased platform performance by 35% by coordinating a version upgrade which included
hardware upgrades, performance testing and post-release validation scenarios.
Led a transition team to design, train, and implement an IT Change Management process to
prepare Nuveen IT users to move to ServiceNow while ensuring minimal impact on business
operations and Nuveen integration activities.
•Facilitated instructor-led classroom training and certification for 125 users.
•Coordinated the population of physical and virtual servers, applications, and mappings into the
ServiceNow CMDB.
•Added required change requestors, implementers, approvers, and coordinators to support tool
workflow.
Bank of America Chicago, IL 2000-2014
Senior Technology Manager-IT Service Management Feb 2008-June 2014
Responsible for the Global Asset and Configuration Management teams. Management of IT
assets and configurable items throughout their lifecycle, from receipt through decommissioning
using the IBM Maximo tool suite. The Asset and Configuration Management scope includes the
design and implementation of Service Transition processes, and interfaces to internal and
external service providers where assets and configurable items require control.
• Decreased server count by 45% while maintaining cost allocation and infrastructure stability
goals. Surpassed asset tracking and configurable item data quality in support of an
infrastructure simplification project.
• Served in a leadership role with the integration of Service Management processes and tools
for legacy Bank of America, Countrywide, and Merrill Lynch.
• Managed virtual and multicultural teams
Senior Technology Manager, Global Trading/Service Management Feb 2005-Jan 2008
Led the design and implementation team, which implemented ITIL-compliant Service Operation
and Service Level Management processes throughout Global Trading Infrastructure, Global
Corporate & Investment Banking, and Global Wealth & Investment Management business
technology groups.
• Achieved a 54% decrease in the number of incidents incurred over the prior year. Business
Partner testimonials were received as part of satisfaction surveys stressing the value added by
this project.
• Designed and implemented event, incident, and problem management processes, including a
Known Error Database to improve infrastructure stability and decrease time of service restoral.
• Recognized by Global Trading Infrastructure senior management as a key leader and driver
of change by fostering deep and productive relationships with Network Computing and
Business Technology Groups supported across Global Technology and Operations.

3. Technology Manager, Application Hosting/Change and Release Management Jul 2000-Jan 2005
As Manager of Change and Release Management, managed a team that supported the
deployment and testing of over 200 web-based applications. Responsible for the support of
external facing applications for Global Treasury Services, Global Equities, and Global Foreign
Exchange. Internal web-based applications include Customer Relationship Management, GCIB
Risk Management, and the Real Estate Group. Responsible for risk assessment and approval
of changes being deployed across the Global Corporate Investment Bank’s lines of business
and core cities that house their data centers.
• Decreased manual and rejected change approvals by 20% by implementing Voice of the
Customer recommendations and enhanced training for the auto-approval of recurring and
standard changes.
• Responsible for building a 24x5 support team to manage early performance and pre-
production environments used by multiple development teams working on diverse projects using
multiple technologies.
• Defined and negotiated Service and Operational Level Agreements with internal and external
business partners to establish agreed-upon service availability and response levels.
• Developed and implemented an initiative chargeback model and metric reporting by business
group.
EDUCATION
Electronics and Computer Technology DeVry University
TRAINING & CERTIFICATIONS
ITIL v3 Foundation, ITIL 4 Strategist: Direct, Plan and Improve, Operational Risk Management,
Diversity and Inclusion, Power BI Fundamentals for End Users