Summary

• ITIL, ITSM and SACM Implementation Process SME
• Unique, seasoned leader possessing diverse experience and skills in Business Management, Program Management, Business Transformation, IT Service Management ITSM and Service Asset and Configuration Management SACM implementation and transformation. Exemplary record of success spearheading multi-million-dollar, mission-critical programs from concept to completion.

ITSM and SACM SME

• Successfully perform as a subject matter expert in the following areas:
• Program / Project SACM Implementation, Transition Development
• SACM systems solution, process development, UAT and Training:
• IT Asset Management
• Software Asset Management
• IT Contracts Management
• Configuration Management
• ITSM systems solution, process development, UAT and Training:
• Service Request Management
• Incident Management
• Change Management
• Business Service Management
• Assessment, gap analysis, requirements roadmap
• ITIL Best Practices

Business Management

• Client and Vendor Contract Development Negotiation
• Financial and accounting for public company
• Budget, proposal and RFP response preparation and management
• Program / Project Management
• Outstanding oral and written communication skills
• Natural motivational style and interpersonal demeanor
• Build and manage multi-disciplinary teams
• Effective presenter to Fortune 250 executives, corporate management and team members
• CAREER ACCOMPLISHMENTS CAPABILITIES

Confidential

• IT Outsourcer for Neiman Marcus
• Performed Asset Management assessment and developed project plan, client deliverables, data model, tool changes and process documentation.
• Designed and managed development of an Asset Management SQL Reconciliation Engine using asset discovery and monitoring tools as source data to keep the CMDB complete and accurate.

Confidential

• Developed requirements assessment and complete off-the-shelf Process Documentation for IT Asset Management, Change Management and Incident Management. The Process Documentation includes policy, process plan, integrated procedures, reporting, KPIs, etc. that enable ease of modification and implementation, and aligned with the clients selected ITSM tools.
• PM for the upgrade of the Internal Revenue Service's Service Manager v7.11 to 9.30 and Asset Manager v5.22 to v9.31. Project focused on upgrading with no functional changes to IRS custom configurations. Program successfully accomplished in half the allocated time due to delays in the project start, among other major obstacles. Acknowledged as the smoothest cutover in IRS history by the IRS's CTO.
• Developed proposal strategy for the long term integration of the IRS's underutilized and redundant HP Software Systems Service Manager, uCMDB, Asset Manager, Release Control, Business Service Management and Operations Orchestration.
• Developed proposal to the IRS for a Service Catalog Proof of Concept to include HP's Service Manager, Request Fulfillment, Service Catalog and uCMDB to determine fit for use and purpose in meeting the IRS's current required capabilities and long term needs.

Confidential

• Leading business process outsourcing and information technology provider
• Served as PM for the remediation of ITAM hardware and software services provided to a key international client. Developed Asset Reconciliation Engine using trusted source data to audit AMDB. Lead in the development of a Remediation Plan including ITAM tool and process gaps, and best practice solutions. Developed Global End to End Software Asset Solution Proposal. Developed integrated, end to end ITSM, ITAM and EUC process sets.
• CAREER ACCOMPLISHMENTS CAPABILITIES

Confidential

Leading International IT Consulting Advisory Service provider

Supported Adobe Systems Business Service Management taxonomy including business processes and underpinning technical services and Service Catalog design and taxonomy. Lead the roll-out priorities of Adobe's CMDB Data Model including in-scope configuration items, attributes and CI to CI relationships.

Confidential

• Leading business process outsourcing and information technology provider
• Designed and lead implementation of the America's out-sourcing full life-cycle SACM and Contract/Financial Management processes for Warner Brothers Entertainment, Smith and Nephew and Ontario Power Generation, including integration with Incident and Change Management, UAT and Training. Performed current state analysis of process and operations, identifying process short falls and gaps.

Confidential

• Nationally recognized provider of ITSM process, technology and support consulting services acquired by Cognizant Technology Solutions
• Lead major Canadian out-sourcer in design and implementation of best practices for ITSM processes integration with ITAM, IT delivery and functional areas, policies, staffing and client rollout.
• Assessed nation's eighth largest hospital network and its outsourcer's ITSM processes for gaps and shortfalls. Built transition plan to bring all IT Services back in-house including roadmap, tool selection, process development, staffing, etc.

Confidential

• Designed and implemented the America's full life-cycle ITAM processes, integrating the company's ITIL processes, IT delivery and functional groups.
• Developed processes, policies, reporting, data requirements, KPIs, position descriptions, audit plans, UAT, training, etc.
• Managed and implemented company's first SACM roll out to a global pharmaceutical client, requiring special consideration for FDA assessment processing.

Confidential

• Leading business process outsourcing and information technology provider
• Transitioned company's first Configuration Management client Meadwestvaco transition strategy to the company's HP platform, including hardware and software mapping of the client's IT infrastructure relationships.
• Implemented IT processes, reporting and related documents for major Fortune 500 clients.
• Directed efforts of company-wide cross functional teams to develop ISO 20000 gap analysis, tools analysis and implementation plan.
• Designed comprehensive custom Auto-Discovery Reconciliation Process comprising automatic data collection, processing and reconciliation, back-office exception resolution process and procedures, test plans and reporting.