SUMMARY:

Over 21 years of IT experience in various industries including financial services, government, and telecommunications. Significant experience in IT Service Management (ITSM) with a focus on Change, Incident and Service Delivery. Focus on the delivery of quality software and infrastructure to support business transformation.

CORE COMPETENCIES

• IT Service Delivery Management
• Application Support
• Troubleshooting Software
• ServiceNow Incident, Change, CMDB
• Service Level Agreements
• Change Advisory Board Leadership

WORK EXPERIENCE:

Confidential, Vienna, VA

Senior Business System Analyst

• Lead the Change Advisory Board (CAB) for Confidential ensuring that every release is communicated and coordinated successfully prior to production deployment. Incorporated Agile methodology software practices into the new CAB process to ensure quality software is delivered to market faster.
• As teams change, administer ServiceNow roles, access, grants and privilege to enable teams to leverage the platform for Change Management. Provided training and support to ensure that software engineers and their management team members were able to leverage Confidential ’s change management process and conform to industry standards. Directly consulted in the requirements, analysis and testing of Confidential ’s change management module using ServiceNow.
• Created Stories to report bugs and/or future enhancements and track their progress with the ServiceNow development team until implemented into Production
• Configured Survey Questions and Risk Assessments for new Risk Base Process, which was successfully implemented to Production
• Developed and configured Maintenance Schedules and Blackout Schedules for over 70 Business Services in Confidential
• Created test - case to identify process flow bugs per Business requirements or enhancements

Confidential, Reston, VA

CORPORATE CHANGE MANAGEMENT ANALYST

• Lead the Change Advisory Board (CAB) for Confidential which ensures that all production technology changes are communicated, coordinated and reviewed to ensure quality prior to being implemented in production. Facilitate this board across all technology departments with sponsorship from our CIO and Business Operation Heads.
• Deliver Change Management standards, best practices and training across the Confidential Operations and Technology Division to ensure that all technology projects meet business requirements, are executed to a high degree of quality and are supportable post release.
• Leverage industry standards, methodologies and best practices such as ITIL, SOX IT, ITSM and COBIT to simplify Confidential processes for Agile execution.
• Collaborated with developers and operations teams to deploy ServiceNow (MyServices) to the Enterprise for Change Module
• Created and executed test-case for UAT
• Training / Production Support
• Assisted and generated Reports
• Support the successful execution of 250+ project executions year over year
• Coordinate across 5 business units and 10 technology departments
• Leverage influence skills to get technology departments to embrace change management process and procedures through training
• Develop strong client relationships with business operations and technology leaders at the Director and Vice President level
• Accountable for Confidential ’s ITSM policies, standards and procedures
• Continuously refine and simplify Confidential ’s software delivery processes

TECHNOLOGY OPERATIONS INFRASTRUCTURE ANALYST

• Led the production change and quality management practice for the Infrastructure Hosting Services division of Confidential ’s IT department. Implemented and sustained SOX IT controls across the division including identification of relevant controls, socialization of procedures with IT management and reporting on compliance. Worked with IT managers, information security, internal audit and senior management to create transparency into our compliance metrics.
• Assist management on a monthly basis to review/validate middleware access control reports to ensure we address our compliance needs 65 engineering
• Managed and monitored day to day IT operational activities including new hire, termination, and access control
• Collect pertinent evidence for Test Cases that are used for External Auditors to evaluate our Processes and Procedures to ensure they align with SOX Compliance Standards
• Create automated database reports using SharePoint Designer to measure DSM evidence compliance controls
• Develop test cases and performed User Acceptance Testing for the Remedy 7 upgrade and production implementation for Confidential
• Organize audit meetings with upper level management to ensure we are compliant with our overall security functionality per SOX standards
• Work closely with internal auditors to demonstrate proper procedures and processes are in place to meet compliance needs
• Manage activities and develop technical project plans for the annual maintenance activities for Web and Applications

Confidential, Herndon, VA

System Analyst/Project Manager

• Tracked and managed infrastructure deployment and upgrade projects for the database and middleware operation teams in Confidential . Managed the schedule, tracked the deliverables, communicated with stakeholders to set expectations and ensured best execution across all divisions within the firm. Projects included:
• Upgrade Oracle and Sybase Application Contingency Environments to the Sun Fire 6900 Platform
• Disaster Recovery testing for Sybase applications on Sun Platforms
• Numerous software deployments of applications on a Linux platform in the development, test, and production environments
• Create new and upgrade existing Weblogic middleware environments
• Migrating database storage to the EMC DMX platform
• Organized and communicated across all teams on up and coming project plans and their impact to the organization

Confidential, Herndon, VA

Unix System Administrator/Operations Manager

• Began as a Unix System Administrator responsible for installing, patching and upgrading servers that supported customers of a telecommunications company. Along with this, installed application software used to operate the customer provisioning, solved performance issues and implemented security. Promoted to a manager position responsible for running 24x7 support for all Unix and Microsoft platforms in the firm. Management responsibilities included:
• Collaborate with Senior leaders on strategic initiatives related to the Software Roll-outs to best provide support and standards to our customers
• Established and managed Network Operations Center (NOC) Service Levels
• Maintain and supported maintenance, patching, upgrades and backups across all servers supporting the enterprise
• Delivered and maintained Infrastructure Operation Procedures
• Coached and evaluated individuals on the team
• Led transformation projects to ensure resiliency and increase infrastructure reliability