Application Performance Management Architect Resume

SUMMARY

I want to add value in everything I do that involves both stabilizing the environment and offering the services and solutions that the business needs to be profitable. Customer - obsessed, data-driven, quality-focused and find a way to say yes.
Professional with expertise in planning, process reengineering, small to medium-scale project management, information technology management and operations analysis.
Successfully meet strategic objectives through development and implementation of programs to improve profitability, productivity and service levels.
Offering over 20+ years of IT experience and a solid background leveraging and integrating people, process and technology across business functions within Fortune 500, high growth, and public organizations.
Proven experience, improving efficiency, and maximizing effectiveness in a variety of industries (Healthcare, Technology, Retail, Telecom, Finance, Insurance, and Manufacturing).

TECHNICAL SKILLS

Microsoft Office products, Big Fix, MobileIron, Symantec EP Encryption and Security, Altiris Management Solution Suite 6.0
LANDesk Management Suite, MySQL, Windows OS, Mac OS X, Active Directory Management, Sophos, VMWare, SCCM
Bomgar, BDNA, ITSM Products (Cherwell, BMC Footprint, Front Range, Heat, LANDesk Service Desk, Remedy 6.0
Peregrine, CA Service Desk Suite), Cherwell Administrator Management, FireScope

PROFESSIONAL EXPERIENCE

Confidential

Application Performance Management Architect

Responsibilities:

Started a team to monitor enterprise applications to improve service delivery to end users.
Wrote process and procedure on how to govern the newly developed team.
67% increase on Customer Relations by developing partnership with the business and by improving IS process.
Managed and developed ITSM processes (ITAM, Incident, Change and Problem Management) to improve IS Services.
Accountable for providing Customer Technical Support for 65k+ users and 95k+ device asset.
Ensured target outlined by the SLA and KPI’s are achieved.
Developed policies, procedures and processes inline with standards within the IS environment.
Communicate and work with members of the Technical Operation Support and Application teams as well as assisting other members of staff from the consortium.
Monitored and identified trends on ticket logged with the Support groups that could relate to potential IS issues.
Maintained the underlying security systems that supports all computer based information security, data integrity and data protection.

Confidential

IT Manager

Responsibilities:

Leadership and management of Global IT Technical Support group (Desktop, Service Desk and Hardware teams)
Accountable for on-boarding 20-30 users a week. Improved EU experience by 35%
Implemented Information Technology Infrastructure Library (ITIL) and Control Objectives for Information and Related Technology (COBIT) frameworks best practice for Service Desk, Incident, Problem and Change Management processes
Developed a Self- Service (Tier zero) support offering, enabling end users to support and remediate certain simple and predictable incidents via work-flows and documentation, 30% decreased on calls and emails to the Service Desk
Vendor management to reduce cost; 10% discount on Apple laptop and 20% on accessories. Accountable for $5M budget
Provided support on Windows 7/8 and OS X: 55/45 ratio
Utilized SCCM, Big Fix and MobileIron to deploy SW to end users devices

Confidential

IT Project Manager

Responsibilities:

Developed ITIL/COBIT practice for the organization in the areas of Incident/Problem/Change/Release/Availability.
Initiated Continuous Service Improvement Program (CSIP) for IT Services focused on building relationship with our business to create solid, supportable technology answers for business opportunity
Re-designed Incident and Change Management work flow processes for IT
Developed and maintained process and procedures documentation
Operational Management - decrease the number of SOX audit finding within 6 months on the job by implementing process improvement and departmental procedures
Customer Satisfaction - met customer Service Level Agreements and exceeded customer expectations in all facets of services provided. Increased customer satisfaction by 42%