PROFILE:

• I am an innovative and results - oriented senior manager with over thirty years of management and technical lead experience, with a wide range of strategic contributions in all aspects of software engineering, IT operations and service management.
• My professional emphasis is internal process assessment, improvement, standardization, and optimization.
• I am frequently engaged to develop and introduce a process-oriented discipline to an organization.
• I have built and stabilized teams of contributors in all areas of IT operations and software engineering.
• I have designed solutions of both local and global scope, including the construction and migration of data centers and the establishment of operational standards firmly grounded in industry best practices.

KEY SKILL AREAS:

• Process Innovation and Management
• Business Systems Analysis and Solution Design
• IT Governance and Compliance (FDA, Sarbanes-Oxley, PCI)
• IT Service Management (ITSM) Solutions
• IT Infrastructure Architecture
• Curriculum and Program Development and Delivery

EXPERIENCE:

Confidential

Business Systems Analyst

Responsibilities:

• As a key member of the core solution delivery team, partnering through a third-party support vendor, I support continuous process improvement of an ITIL-conformant ITSM platform (using the ServiceNow solution) within the IT division and business groups throughout the company.
• I am directly responsible for engaging with internal business teams, gathering and validation of business requirements (including classification and categorization of services provided by each business group), translation of business needs into actionable technical designs, and verification of technical implementation.
• Major project work includes service catalog and knowledgebase implementations for both IT and its business partners, and implementation of the ServiceNow Change Management application with custom extensions, including the authorship of all artifacts (e.g., technical specifications) required in a regulated industry setting.
• I provide key guidance to both the company and its support partner in the design of base functionality and core processes (e.g., change management, service catalog, CMDB, notification and communications mechanisms, self-service portals, and KPI/metrics reporting facilities).
• In addition, I contribute content and curriculum to the IT department, as well as lead or facilitate large-team and small-group sessions and workshops.

Confidential

Business Systems Analyst

Responsibilities:

• I was a core member of the project team that extended an ITIL-conformant ITSM platform (using the ServiceNow solution) to Confidential ’s internal workplace resources (WPR) division.
• I was directly responsible for gathering and validation of business requirements, translation of business needs into actionable technical designs, and verification of technical implementation.
• I also led the efforts to gather, normalize and prepare business data (e.g., worldwide WPR assets) for introduction to the tool’s database.
• I also led the design of several key ITSM service automation offerings within the IT division and was engaged in similar initiatives including a critical ITSM transformation project sponsored directly by the CIO.
• I have developed and delivered a comprehensive program that includes live presentations and workshops, video-on-demand, on-line materials, and a divisional website and blog.
• I have designed a process governance model for the division, which includes a process project office and advisory council comprised of senior divisional thought leaders.
• A key complement to this project was my development of a process for defining and maturing business processes, with the goal of maximizing automation, consistency, repeatability and measurement of those processes, applying the features and functionality of the tool to facilitate achieving those goals in conjunction with adopting business process best practices.

Confidential

Systems Architect

Responsibilities:

• I was directly involved in the design and development of the operational and infrastructural aspects of complex, highly-visible initiatives that directly supported divisional programs fueling explosive business growth. These included the introduction of ITIL-conformant ITSM practices in key process areas (beginning with CMDB/ITAM for data center, desktop and facilities/WPR assets), expansion and re-platforming of critical eCommerce systems, expansion of virtual systems service offerings (servers and storage), and data center management optimization.
• In this role I was involved in all aspects of initial project design, including business, vendor and cost requirements gathering and analyses, technical architecture design, and on-going communications with business partners.

Confidential

Systems Process Engineer

Responsibilities:

• I institutionalized key aspects of operations and support, including change management, asset monitoring, standardized service definitions, support workflows and enhancements to existing control systems.
• As the departmental infrastructure architect, I designed a virtualization service offering (virtual servers and storage) to meet the dynamic and ever-expanding needs of our customer base (internal engineering, marketing and analytics groups).
• In this capacity I contributed to a broad range of initiatives, from disaster recovery planning to data center design, with direct responsibility for the business analysis, operational and service support aspects of projects with multi-million-dollar budgets.

Confidential

Senior Systems Engineer

Responsibilities:

• I designed and implemented a comprehensive change management policy utilizing industry best practices and ITIL models.
• I was directly responsible for project scoping, technical design (including toolset upgrades and extensions), role definitions, reporting, governance, and self-audit exercises.
• I was a part of the development team migrating on-line content and digital asset management from a proprietary to enterprise-class business solution, contributing expertise in the areas of operations liaison, environment build-out, disaster recovery, service level management and internal process standardization.

Confidential

Technical Process Architect

Responsibilities:

• I was responsible for all deliverables related to the re-design of the overall IT services ordering process within the Confidential division, for data center-related services.
• I developed and documented key processes and procedures, including an optimized equipment provisioning methodology that leveraged existing technical facilities (primarily the Pinnacle and Remedy ARS control systems), as well as emerging technologies for unit-of-work management (Pathworks).
• In addition, my deliverables were adopted comprehensively by the larger order management re-design project as the templates and standards for documentation, ranging from process narratives and flow diagrams to Use Case constructs and procedure inventories.

Confidential

Senior Manager

Responsibilities:

• I initiated and managed a series of process-improvement, standardization and automation projects, including change management and issue/resolution standards, the development and extension of critical systems documentation, the design and deployment of a common, automated server build process and the implementation of a comprehensive service offerings model.

Confidential

Senior Manager

Responsibilities:

• I performed process and policy assessments within the Worldwide IT division, and provided comprehensive project management for the production deployment of a strategic middleware solution which now serves as the integration framework for key business processes across all corporate units.
• At the request of the CIO, I introduced a program for process maturity assessments to drive an agenda of process adoption and evolution across the corporate infrastructure, using the SEI CMMI model.
• I initiated and managed a series of process-improvement projects, including change management standards, source code/CM process and data consolidation, the development of a centralized process repository based on Microsoft’s SharePoint technology, production-readiness processes and checklists, and the adoption of a standard suite of software lifecycle documents.
• I was a lead member of the core IT team documenting, testing, and refining general computer controls for corporate Sarbanes-Oxley reporting compliance, providing both the design, consolidation, and standardization of controls (advisory) and on-going periodic tests of control effectiveness (required for attestation).
• I collected, analyzed, consolidated, and standardized all change management controls for IT worldwide, documented the optimized processes, developed control test plans and performed periodic control testing throughout the fiscal year.
• I also developed the suite of documentation templates and document management standards, and served as a consultant to the Security, Operations, and Program Development tracks.
• I was the CM track liaison to both the corporate Internal Audit team and the external auditors, collaborating regularly with three of the Big Four audit firms.

Confidential

Senior Project Manager

Responsibilities:

• I performed comprehensive asset management functions for the Product and Platform Technologies division, a group with consistent demands for large quantities of hardware resources (workstations, servers, clusters, networks). In collaboration with engineering managers, I developed the first comprehensive resourcing model for platform porting/development.
• The model was used to quickly and efficiently identify resource shortfalls and in long-range planning.
• Initial application of the model drove a $4.5M asset acquisition from a major hardware vendor, with research and recommendations presented to all management levels, including the CEO.
• I managed all aspects of the project, from vendor relations to liaison work with business units, support, and systems administration, maintenance contract negotiations, and site preparation, delivery, and installation.