Profile

Twenty seven years of successful and progressive experience in diversified areas of IT Management and Operations. Hands-on experience with various types of computer systems, environments and applications. Excellent interpersonal and leadership skills and proven ability to interact effectively with all levels of management, staff and clients.

Professional Background

Confidential

Sr. Business SME Asset Manager / Remedy Admin.

• Manage IT assets, analyzing technical and financial data for Infrastructure assets from requisition through retirement.
• Accurately track hardware, as well as manage warranty, leases and maintenance renewal contracts
• Collaborate with IT process owners and the technical teams for responding to asset related requests
• Create, analyze and distribute operational Asset Management reporting
• Executes day-to-day operations analyzing data correcting data errors and ensure scheduled activities are completed
• Delivery assurance of ITIL SACM lifecycle processes
• Identify and ensure continuous improvement, simplification and automation of process for managing company IT assets
• Oversee vendor management process including agreement negotiations and vendor performance monitoring
• Conduct regular asset reviews to ensure performance trend data, utilization, and standardization
• Provides Remedy administration support for service requests, incident, problem, asset and change tickets, which includes research, resolution and communication.
• Interfaces with vendor resources, when appropriate, in support of BMC ITSM administration tasks constrained by permissions.
• Mentors and guides IT support teams in implementing ITSM/ITIL best practices into application, data, infrastructure architecture, design and use activities related to Remedy implemented technologies
• Understands the overall ITSM strategy and ensure technological directions are supportive and consistent with the company and its culture.
• Maintains consistent communication between vendor and IT leadership
• Develops and maintains naming conventions of picklists, report folders, dashboards, etc. to improve system usability
• Tests and executes all configuration changes
• Regularly audits data to uncover data integrity issues and/or opportunities for process improvement

Confidential

Configuration Manager

• Ensures version control integrity for software and non-software components by reviewing account requirements. Establishes approach for resolving discrepancies to ensure requirements are met.
• Performs audits for projects or accounts according to the configuration management plans. Ensures baselines are established and approved by the appropriate control board.
• Develops initial technical installation guidelines and other documentation of hardware and software standards to facilitate tracking. Assists customers and support personnel in understanding product configuration.
• Assists lead personnel for assigned accounts/regions.
• Provides leadership and work guidance to less experienced personnel.
• Develops and maintains account/region standards and procedures to ensure that configuration management controls are capable of supporting deployment activities and implementations to meet business needs.
• Interprets configuration management activities and tools as defined for the account and applies them to project activities. Works with the project manager to develop configuration management plans, milestones, and schedules for projects. Revises and assists in implementing new strategies as appropriate.
• BMC Remedy ITSM, Remedy CMDB Administration, incident management, problem management, change management and deployment.

Confidential

Operations Manager Tools Monitoring Services Dept

• Develops process requirements, parameters, presentations, plans, flow charts and instructions in relation to more complex projects in accordance with processing/production methods.
• Interprets and develops quality standards for receiving, processing and inspecting in accordance with company and contractual requirements.
• Reviews product requirements with design staff on assigned projects to ensure compatibility of processing methods. Determines equipment requirements to ensure that equipment is compatible with process.
• Investigates and resolves more complex work-in-process issues. Interfaces with customers, vendors and other company personnel to investigate and resolve technical and quality matters of significance.
• Evaluates existing process, recommends and implements improvements and/or modifications in sequence of operations, equipment utilization and related matters.
• Assists in the review of proposals from outside vendors regarding the purchase of new or modernization of existing production/processing equipment. Completes research and assists in developing the recommendations to management as appropriate. Responsible for metrics coordination, consolidation and reporting across the IS Enterprise Solutions LoS service structure. Works closely with EUSS, CSS and CNS.
• Creates implements and manages projects for automation opportunities.
• Works closely with vendors to ensure that proper service is being delivered to the Integration Services Engineering Staff.
• Develops process requirements, parameters, presentations, plans, flow charts and instructions in relation to more complex projects in accordance with processing/production methods.
• Interprets and develops quality standards for receiving, processing and inspecting in accordance with company and contractual requirements.
• Reviews product requirements with design staff on assigned projects to ensure compatibility of processing methods. Determines equipment requirements to ensure that equipment is compatible with process.
• Investigates and resolves more complex work-in-process issues. Interfaces with customers, vendors and other company personnel to investigate and resolve technical and quality matters of significance.
• Evaluates existing process, recommends and implements improvements and/or modifications in sequence of operations, equipment utilization and related matters.
• Assists in the review of proposals from outside vendors regarding the purchase of new or modernization of existing production/processing equipment. Completes research and assists in developing the recommendations to management as appropriate.
• Remedy ITSM Asset Management CMDB Configuration Management.

Confidential

Duty Manager

• Oversees multiple employees operating within a defined support operations area.
• Works with clients to develop, implement and review customer relations service improvement programs to enhance delivery of service.
• Implements core business processes and assists in process improvement initiatives in order to enhance customer service. Recommends changes to policies and establishes procedures that affect immediate policies and procedures.
• Maintains communications with customer staffs and management to ensure that service is delivered on time and within budget. Interacts with subordinate supervisors, customers and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
• Leverages business, technical, and interpersonal skills to manage center operations, customers, and operations personnel.
• Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.
• Coordinates and communicates with other area managers to leverage resources and discuss solutions to matters of significance.
• Provide continuing training and review and/or development of related policies and procedures.
• Touch Labor for Windows based systems, UNIX/Wintel Servers, Monitor health of Network Servers and coordinate CHANGES for Network Operations, focal point for hardware and software vendor activity.

Confidential

Operations/Duty Manager Remote Infrastructure Operations

• Manages operational management team and service delivery staff to ensure service levels and objectives are met. Implements operations improvements to meet established objectives across multiple facilities. Assists in managing activities related to customer requirements, budget challenges, human resource needs and plans for new business development within assigned area.
• In charge of Data Center Operations for Production Operations on a 24/7 basis, acted as facilities manager when needed, ensure all customer Service Level Agreements are met, develop and implement preventative measures for Root Cause Anomalies.
• Project Manager for AS400 Systems 58 LPARS Migration from Ft Worth, TX to Newark, DE, performed all discovery, hired and managed transition and training of staff, worked directly with Service Delivery Managers and Directors to ensure timely deliverables, managed physical migration of AS400 Servers from Ft Worth, TX to Norwich, CT, consistent interfacing with AS400 Production Control Programmers to transition production environment, liaison for direct customer and CSC per business unit.
• Facilitates customer relationship and satisfaction while ensuring adherence to company policies and processes. Investigates matters of significance, recommends and implements appropriate course of action.
• Coordinates and communicates with other managers to leverage resources and discuss solutions to matters of significance. Develops and implements processes for leveraging and using resources to meet customer needs.
• Implements moderately complex core business processes and assists in process improvement initiatives in order to enhance customer service. Identifies process matters of significance or enhancements and implements.
• Develops and maintains communications with the customer, management and staff to ensure that service is delivered on time and within budget or contractual obligations. Investigates and resolves matters of significance as appropriate. Ensures maintenance of customer relationships and may build upon same.
• Selects and hires employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Motivates and rewards employees including providing salary increases, bonuses and promotions within allocated budgets and company guidelines.
• Prepares and recommends operating and personnel budgets for approval. Monitors spending for adherence to budget, recommends variances as necessary.

Confidential

Senior Computer Operator

• Fast Past environment utilizing the following applications on a daily basis, JES2/JES3, CICS, IMS, TSO, SDSF, Automation Point.
• Console Monitoring for Multiple IBM Mainframes, z/OS/MVS Up to 120 LPARS Daily.
• Weekly Mainframe IPL's average of 75. OPSMVS Automation
• Cycling of CICS Regions, IDMS tasks and IMS Applications.
• Varied tape devices and DASD online/offline per request.
• Performed JOBS and managed user System Priorities.
• Followed daily production checklists with various operational tasks to ensure system integrity.
• Supervised operations team to ensure service levels and objectives are met. Implemented operational improvements to meet established objectives across multiple data centers.

Confidential

Computer Operator/ Production Control Analyst

• Modified JCL, analyzed production abends using associated run books for problem determination and resolution.
• Performed multiple weekly IPL's of the mainframe. Utilized MVS/JES2 console commands, monitored CPU utilization.
• Managed problem ticketing via MANAGE NOW. Worked with following utilities on a daily basis , JES3, CICS, IMS, TSO, SDSF and OMEGAMON.
• Monitored nightly batch flow on an OS/390 MVS Platform. Utilizing CA7, CA11, JOBTRAC and CA Scheduler.

financial experience

• Analyzing change and conducting risk assessment New Service Offerings
• Participating in strategic planning Cost vs. projected results for continuous business
• Formulating long-term business plans for federal programs

disaster recovery Technical summary

• Basic Principles of Disaster Recovery Planning
• Establishing Continuity and Recovery Function
• Understanding the Steps of Disaster Recovery Planning
• Organizing the Disaster Recovery Planning Team
• Documenting Disaster Recovery Procedures
• Preparing to Handle Disasters
• Training, Testing and Rehearsal
• Network Monitoring
• Engineering assistant UNIX, Wintel, VMWare
• Server builds, cabling, performance testing, IBM,DELL,SUN,HP