SUMMARY:

• ITIL framework implementation, Strategic/Tactical Planning, Software Development MethodologyCustom Development, Service Management, On - shore/Near Shore/Off Shore Development, Program/Project Management, Project Recovery, Partner/Alliance Management, Software Test, Process Improvement.

TECHNICAL SKILLS:

Operating Systems: Windows XP/200X, HP/UX, Solaris, Linux, Unix

Software / Databases: Servicenow, SOA, .Net, J2EE, Puppet, Chef, CliQr, Morpheus, CRM, ERP, EDI, EAI, Rational, Oracle, SQL Server, MySQL, Informix, C/C++, Powerbuilder, Visual Basic, Open Source, OLTP, Voice Recognition/TTS

PROFESSIONAL EXPERIENCE:

Confidential, Huntington Beach, CA

ITIL/ITSM Development Lead

Responsibilities:

• Orchestration based cloud integration for fulfillment through the application stack including One Cloud, Amazon, Azure, and VMware.
• Full ITSM suite implementation - Finance of America, LLC. Implementation and custom scripting of Servicenow Geneva including ITSM, Azure/ADFS SSO, PPM, Vendor Management, Security Operations, and Governance, Risk, and Compliance.
• GRC module implementation - FHL Bank SF. Implementation and custom development of Servicenow Geneva including data validation scripting, server/client side evidence scripting, Security Operations, and GRC.
• Change Management - FHL Bank SF. Process maturity and Servicenow customization Change module.
• Vendor Management - Finance of America, Fitness International. Contract management and Vendor association. Full implementation assessment and maturity roadmap.
• Request Management - Human Longevity. Human Resources on-boarding, off-boarding, and transfer. Performance Analytics for worker trends. Custom scripting for self-service portal implementation.

Confidential, Long Beach, CA

ITIL Process SME/Development Lead

• Implementation lead for ITSM solution. Technical lead for custom Servicenow development in broad based national healthcare environment.
• Full ITSM suite implementation of customized cloud based software solution (Servicenow) including incident management, problem management, change management, service catalog.
• Custom server/client side scripting including platform upgrade customization, UI scripting.
• Design and development of self-service portal for non-IT user base access to IT service offerings.
• Structure and custom implementation of configuration management database (CMDB), including required attribute tracking and multiple source consolidation.
• HP Service Manager transition to ServiceNow.
• Coordination of production version updates from Calgary release through Fuji, including analysis of upgrade issues to Geneva.

Confidential, Anaheim, CA

Interim Manager

• Implementation of resolution processes for high impact incidents of medical software systems potentially affecting patient care. Rapid response and engagement processes for Meditech and PACS teams.
• Formalization of support processes and escalation cycle for Meditech, Allscripts, and PACS environments.
• Implementation of formal Incident and Problem Management practices reducing daily application incident occurrences by 30% and critical outages by 76%.
• Servicenow POC implementation of solution for full ITSM suite.
• Management of 32 person multi-tier 7x24 Service Desk across remote locations. Volume average of 28,000 calls per month with overall FCR of 58%.
• Creation of Configuration and Release Management practices inclusive of creation and audit of Enterprise Configuration Management DB containing over 35 thousand configuration items.

Confidential, Irvine, CA

Senior Service Manager

• Optimized IT service offering increasing net revenue by 60% for existing service contracts.
• Managed international integration of application portfolio for client's acquisition of multi-national IP software testing company. Subject matter expert for upgrade of custom analysis tools to Windows 7 x64, .Net, C++.
• Database design, SQL optimization for distributed asset tracking system (Oracle 10g)

Confidential, Huntington Beach, CA

Director

• Developed technical roadmap for growing utilities organization reducing data center footprint 65%.
• Implemented operation procedure changes allowing cross functional utilization of PM teams for application, database, and infrastructure rebuild resulting in zero downtime integration for Confidential business acquisitions including portfolio management of 80+technology diverse applications.
• Created formalized application remediation process including rebuild of applications for 350+ application portfolio inclusive of Oracle, SQL Server, C/C++, Java, VB technologies.
• Development manager for Mortgage Backed Security rewrite from VB to C++, including user requested enhancements and reporting for SOX compliance.
• Managed worldwide operational support during (India, EMEA, US) desktop application deployment for LaSalle Global Trust engaging offshore project management and technicians.
• Developed user acceptance test process for application portfolio across global user base.
• Redesign and enhancement of Warehouse Management System (WMS) running 3 distribution centers nationwide with international customer access (C, Oracle, SAP).
• Architecture and development of automated interface to 3rd party Warehouse Control System including application interface to Oracle and UI.
• Conceived, designed and managed development of .Net client contact system providing real-time tracking and updates for custom real estate development companies.

Confidential, Mclean, VA

Senior Manager

• P&L responsibility for $17 million in technology services revenue on consulting engagement with county government.
• Operational management for full lifecycle rebuild of application portfolio for county government involving 17 direct manager reports and 61 indirect software engineer reports.
• Solved critical application rebuild issues resulting in successful final phase completion of $650M managed services contract.
• Enhanced Project Management Organization establishing effective communication process between client and four partner corporations.
• Directed twenty-three project teams, coordinating daily activity for application analysis, re-platform, application rebuild, and mid-transition ERP database upgrade of Oracle 8 to Oracle 10g.
• Managed application rebuild for Health and Human Services application portfolio including pharmacy, and records management systems.
• Managed implementation and delivery of web services to 30,000+ customers during test and production cut-over.
• Implemented risk mitigation strategy allowing for effective zero down-time of County critical applications inclusive of: Public Safety, Health and Human Services, and County financial services

Confidential, Huntington Beach, CA

Director

• Successful restructure of IS department, improved software development lifecycle process and coordinated remote (off-site) development for staff of 15.
• Network operations management and optimization for online software sales and support processes.
• Overall management of $1.5M IT budget, including 3 direct and 28 indirect software development resources for specialized COTS application.
• Directed facilities relocation, including network operations, with zero down-time for $5million/year software development operation.
• Mentored IT management and development teams in design, development and testing techniques for full SDLC in both waterfall and RAD.
• Reduced time to production of product enhancements by 30% implementing Agile methodologies.
• Comprehensive market and customer analysis to develop business requirements for creation and production deployment of wide area distributed inventory sharing system for retail sales, order tracking and fulfillment.

Confidential, Scottsdale, AZ

Director

• Operational responsibility for staff of 150 inclusive of product development and technical support.
• Creation of policies and procedures for worldwide operations across 35,000 internet reservation sites including, Travelocity and Hotels.com.
• Established project management team to handle international scheduling and appropriate governance between business and IT operations.
• Development of speaker independent voice recognition component interfaced to Confidential engine.
• Reduced cost of operations by 23 percent, through orderly dissolution of redundant acquired services.
• Global implementation of service desk team for “follow the sun” support.