SUMMARY:

Technical Analyst with advance skills in Service Now, ITIL framework, Infrastructure Environments (Operating Systems, hardware, data center, security, network, voice, end user and server/web related applications.

TECHNICAL SKILLS:

P roductivity Software: Service Now, VR (Virtual Rooms), Microsoft Office Suite including Project, MS Office Communicator & Lync, Remedy (Change Request), Remote Access services, Active Directory, Microsoft Exchange, Track It, HPSM, BSM, OSI, Site Scope, HEAT, TechExcel (Change Request, Incident Request), ERP Software SAP Reporting, MS Office SharePoint Server 2003, TMS, Blackberry Administration Services, Blackberry Enterprise Server, System Center Operations Manager 2007 R2 (SQL), Oracle Enterprise Manager 11g

Operating Systems: Windows 7, Mainframe (UNIX), AS400, CITRIX, Client/Server, Desktop Applications, Servers and workstations; Infrastructure Environments (Operating Systems, hardware, data center, security, network, voice, end user and server/web related applications

Internet: Windows Desktop management in a network environment including Backup and recovery, Internet/Web technologies, EmailBusiness

Process: Service Management, Incident Management, Customer Relationship Management, Quality Control, Change Management, Project/Program Management, Vendor Management, Facilitation, Configuration Management, Problem Management, Production Monitoring, Disaster Recovery/Business Continuity Planning, and Crisis Management, Strong Customer Focus, Documentation Requirements

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

Analyst/Change Management (ITSM)

Responsibilities:

• Include facilitating the application change and release process through formal review board meetings, the elevation of the maturity level of the current change and release management practices, and implementation of program enhancements. The Change/Release Management Coordinator is responsible for assisting the Global IT Change Manager in assessing and minimizing business and technical risks from changes and release to the network infrastructure.
• Enforce Change and Release policy and processes; Ensure verifiable evidence exists demonstrating risks of Changes and Releases
• Analyze and produce Change and Release metrics; Chair Change and Release Board meetings as needed
• Authorize and approve Changes and Releases as needed; Work with suppliers to the Change and Release Management process to assess risk and feasibility of Changes and Releases
• Work with the appropriate scheduling authorities to coordinate implementation dates of Changes and Releases
• Report status of change & release management programs in appropriate format to functional teams and other stakeholders; Support production of monthly process KPI metrics and analyze for process improvement opportunities
• Monitor and review Change & Release Management process effectiveness

Confidential, Houston, TX

Analyst (Change Management)

Responsibilities:

• Work as Change Management Analyst in Service Now tool on a virtual, global, and multi - functional team to review and handle all technology changes including application, database, infrastructure, networking enhancements and upgrades.
• Review and processing of all change requests following filtering checklist and special handling instructions
• Creation of the enterprise forward schedule of changes
• Facilitation of the weekly Change Advisory Board (CAB) meeting;
• Publication of the CAB Meeting results; Supporting maintenance release activities including preparing final list of changes for reporting, drafting communications and communication procedures
• Supporting Final Approval Board by generating agendas and publishing list of changes to be reviewed
• Recording CAB and FAB approval decisions and action items in the change requests following standard procedures
• Updating monthly process metrics; Developing standard change templates; Performing audits;
• Providing Change-related reporting to support critical incident investigations
• First level support for general change management questions and processing requests
• Preparing monthly change-related communications

Analyst (Change Management)

Responsibilities:

• Operating as the Technical lead on a Service Now, virtual, global, and multi-functional team demonstrating customer management/service skills. Managing release processes for the progression of code in the development, test, and production environments.
• 5 Years in leading and interacting with Offshore and Offsite resources and leading teams of direct and indirect reports
• Providing leadership and addressing operational processes and policies while being a resource to the team in technical and business area.
• Ensuring the client operational health of their infrastructure and protecting production.
• Change Management/Implementation - Review, implement, and verify request for changes and solutions for risk to meet customer and/or HPIT infrastructure needs. Participate on Change Advisory Board. Mentor, coach, train in change management processes in addition to leading implementation efforts.
• Configuration Management - Ensure Configuration Management Database (CMDB) entries are up to date and accurate.
• Problem Management - Review problem tickets to ensure they comply with ITIL practices making sure they are assigned and prioritized based on problem.
• Conduct monthly problem reviews and internal meetings for HP teams for current update and status to communicate to the client.
• Patch and Security Management - Proactively monitor the environment for patch compliance.
• Analyze patches for compatibility with each customer or internal infrastructure environment.
• Service Management - Responsible for ensuring Service Now, Service Management policies and procedures are reviewed and updated.
• Solution Design - Apply HP solutions to meet highly complex customer, trade and HPIT infrastructure needs. Requirements gathering for system requirements by use of business processes.
• Maintain support delivery documentation for account teams to review for opportunities and renewal. Building and implementing communication strategies.
• Conduct training activities for HP delivery teams using client toolsets and processes via presentations using Microsoft PowerPoint, Virtual Rooms, and Microsoft Lync, etc.
• Work closely with Account Delivery Managers, Account Service Managers, and Project Managers.
• Project Management - Participate, propose, and lead customer, internal and end users’ projects across technology, including transformation.
• Working with the business on non-functional requirements gathering and documentation.
• Incident Management - Working with a team to resolve single and cross technology incidents independently.
• Customer Relationship Management – Influence with customer, internal business and end users regarding operational details, solutions, and proposals.
• Escalation Management – Identify, manage, and lead escalations through level 3 management, while assisting other teams to help manage escalations through level 5 top management.
• Quality – Provide feedback/influence change in internal and vendor-provided products and service offerings.

Confidential, Houston, TX

IT Operations Support Analyst III

Responsibilities:

• Responsible for assembling key Service Now team members via 16+ Virtual Rooms, Cisco IP Phones, and/or email for purpose of restoring services as quickly and efficiently as possible within HP guidelines.
• Drive leadership and guidance during events for the Incident Response Center.
• Knowledge in online space (user experience, social, web, privacy) including trends and technologies.
• Junior Project Manager, responsible for documenting all project-related assignments, assists in creating reports and presentations.
• Responsible for network management and monitoring including management of the key domains ERP, ETL, Middleware and WEB virtual rooms. In addition to monitoring the Oracle Enterprise Manager Dashboard, and System Center Operations Manager (SCOM).
• Responsible for ensuring that Major Incidents are driven, to minimize production downtime using the IT Playbooks according to escalation management methodologies. Ability to multi-task working with managers to drive best practices relating to processes, metrics, SLA and training in accordance with ITSM best practices.
• Provide input for resource optimization and availability of adequate resources to achieve SLA, and propose recommendations for additional resources to meet service delivery objectives.
• Support the Technical Lead to ensure analysts are periodically reviewing all existing operational documentation for accuracy, and drive the creation of process documents and collaborate via SharePoint Portal.
• Possess the ability to measure organizational performance by analyzing reports that reflect metrics, KPI’s, and SLA’s in adherence with ITIL framework.
• Actively participate in planning and facilitating Disaster Recovery exercises and implementing testing. Facilitate meetings with to telecom carriers.

Confidential, Houston, TX

Lead IT Helpdesk Support/System Applications

Responsibilities:

• Performed as lead on the helpdesk direct reports. Duties include PC hardware/software maintenance, setup, upgrade, configuration, troubleshooting, repair, cleaning, moving, network troubleshooting, auditing, and project management. Responsible for identifying new process base on the business needs and implementing them.
• Password moves, add, changes via Active Directory and other related software.
• 2nd level support for users requiring assistance with information technology issues via telephone and email; documenting & escalation requests.
• System administration adding, removing and modifying user accounts
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources
• Respond to requests for technical assistance by phone or email and logging the issues into the helpdesk management system TechExcel.
• Security administration including granting and removing all access on various and individual levels; managing overall system security.
• Tracking issues to resolution and updating the internal knowledgebase
• Escalate issues to the appropriate Tier 2 and Tier 3 supports teams as needed; Act as a liaison between customers and technical escalation teams.
• Training assistance for consultants and users on guidelines
• Coordinated, setup, and assisted in the configuration of end-user PC desktop hardware, software and peripherals to include Blackberry User Accounts (Blackberry Enterprise Server and Blackberry Administration Services), Microsoft Exchange email accounts.
• Manage approximately 2500 users on the Citrix farm utilizing Citrix access Management Console.
• Maintain the intranet Windows Share Point site
• Manage, lead, and prioritize multiple tasks and customer requests effectively with limited guidance and supervision.
• Respond and diagnose end user issues related to computer hardware and software.
• Provide consulting for clients for telecommunication networking, computer, phone equipment and support.

Confidential, Houston, TX

Administrator

Responsibilities:

• Analyze data gathered and develop solutions or alternative methods of proceeding.
• Consolidation of the IT Security group processes to meet SOX compliance.
• Password move, add and changes via Active Directory. Provide support to end users utilizing support services. Reporting and maintaining support information to service IS. Provide input for training needs, assist in the coordination and training of end users.
• Fulfilled project management role and created extensive documentation, training manuals, proposals and presentations. Provide network and systems support management to small business customers.
• Provide end user support, training, and communication for various software applications.
• Serve as point of liaison with Information Systems and company business units.
• Develop operational training and support documentation, gather and organize information on problems or procedures.
• Provide expertise in Business and Technology processes through consulting and administer of IT Security system applications.

Confidential, TX

Helpdesk

Responsibilities:

• Duties include PC hardware/software maintenance, setup, upgrade, configuration, troubleshooting, repair, cleaning, moving, network troubleshooting, auditing, and project management
• Operating systems included Windows 95, 98, 2000 and XP. Use of helpdesk software HEAT and Remedy, while working with CRM software support for Amadeus, RESULTS, and Lawson.
• Password moves, add, changes via Active Directory and other airline related software.

Confidential, Houston, TX

IT Support

Responsibilities:

• Administrator for MS SharePoint 2003 document management, collaboration and automation of business processes using workflow.
• Operating systems included Windows 95, 98, 2000 and XP. Helpdesk software Magic, Remedy, Track It and PeopleSoft.
• Manage approximately 2500 users on the Citrix farm utilizing Citrix access Management Console
• Remote desktop control software NetMeeting, RDP, and Go to Assist.
• Backup software Backup Exec used on Windows 2000 and 2003 servers. User account management via Active Directory
• Scheduling outside contractors to provide support for network installations.

l Studio 2008, C#.Net, ASP.Net 3.5, AJAX, Web Service, SQL Server 2005/2008, JavaScript, jQuery, T-SQL TFS, IIS 6