OBJECTIVE:

• Experienced and accomplished service delivery professional with over fifteen years of experience seeking to leverage extensive background in operational support, process management, analytical reporting, and excellent interpersonal skills.

SUMMARY:

• Results - driven, competent and dynamic individual powered with experience in multi-facets of information technology (IT) and business intelligence analytics. Quick to learn and master new technology; and proficient in a range of computer systems, languages and tools. Decisive, energetic, focused team leader/player who leads high-performing teams through implementing change and improvements.
• Expert in gathering, analyzing and defining business and functional requirements; provide data collection and analysis, designing/re-engineering processes, workflows and technology. Resourceful, creative problem-solver with proven aptitude to analyze and translate complex customer requirements and business problems; and design/implement innovative custom solutions.
• Design & Improve analytical reports
• Cross Functional Team Building & Management
• Coaching/Mentoring
• Technical Writing &
• Executive level Presentations
• Comprehensive Research & Root Cause Analysis
• Problem Resolution & Decision making
• Continuous Process & Performance Improvement
• Technical Support & Troubleshooting
• ITIL v3 Foundations
• Python, Perl, Powershell & VBScript
• Agile/Scrum Environments
• SQL/MS SQL/SSRS
• AppDynamics/HP BSM /Oracle DB/NetCool OMNIbus

TECHNICAL SKILLS:

Languages: SQL, Perl, Python, VBScript, Powershell

Applications: MS Office, MS Project, MS Visio, QlikView, McAfee Endpoint Encryption, Norton Ghost, VMWare, MS Virtual PC/Server, Cisco WebView Reporting, Remote Support (RDC, TeamViewer, pcAnywhere), Misys/AllScripts Tiger, iKnowMed, GE Centricity Business, Rx3000, SQL Developer, MoogSoft, IBM NOI, Oracle DB, Splunk, AppDynamics

ITSM: ServiceNow, FrontRange HEAT 8, Track-IT

Services: Active Directory, DNS, DHCP, Exchange Server 2010/2003, Lync Server 2010, SQL Server 2000, Citrix XenApp 6 management, Altiris 7 Deployment Solution, Terminal Services, Mobile Device Management (Blackberry Enterprise Server, Goodlink), HP BSM

Platforms: Windows 10/7, Windows Server 2008 R2/2003, Linux

PROFESSIONAL EXPERIENCE:

Confidential (t)

Technical Business Analyst

Responsibilities:

• Investigated metric-based performance alerts in support of Root Cause Analysis
• Utilized AppDynamics to provide performance analysis the in-house solution of the ServiceNow platform
• Monitored business critical applications with HP BSM suite
• Maintained event data synchronization between Oracle database and NetCool OMNIbus
• Designed sythentic events for the Proof of Concept of MoogSoft and IBM NOI as future monitoring/alerting solutions
• Gained comprehensive experience in designing normalized SQL-compatible database and Oracle schemes

Environment: ServiceNow, HP BSM 9.x, AppDynamics, MoogSoft, IBM NOI, Oracle SQL Developer, Python, Qlikview, NetCool OMNIbus

Confidential

Business Intelligence Analyst

Responsibilities:

• Provided extraction, transformation, modeling and analysis of structured and unstructured data for business initiatives
• Explored opportunities with various departmental leads for QlikView report design and analysis
• Delivered analytical support for efficient operation in global consumer markets
• Responsible for the ceration, direction and delivery of QlikView operational status reports

Environment: ServiceNow, MS Office 2010, QlikView, SSRS (SQL Server Reporting Services)

Confidential (Dallas, Texas)

Service Desk Manager

Responsibilities:

• Provided guidance and support for a 400 end user environment
• Documented existing and new process workflows and SLAs for daily operation
• Coordinated staff levels and skill progression amongst analysts
• Advised on corporate-wide technical projects, including a ServiceNow account migration
• Provided analytical support for efficient operation in global consumer markets

Environment: Windows 7, Windows Server 2008R2, Exchange Server 2010, Lync Server 2010, ServiceNow, MS Office 2010, Cisco VPN, MozyPro Backup, Symantec Endpoint Encryption (PGP), ShoreTel VOIP Management, RSA SecurID, Active Directory User & Computer Management

Confidential (Columbus, OH)

Service Desk Manager

Responsibilities:

• Managed client relationships and presented executive level presentations
• Identified areas of improvement through data mining, analysis and reporting
• Initiated development of career pathing within the Service Desk
• Managed budgeting between assigned clients
• Collaborated on the implementation of new clients or expanded client services
• ServiceNow administration with user groups, roles and accounts for each client domains

Environment: ServiceNow, MS Office 2010, Cisco WebView Reporting, Windows 7

Confidential

Service Desk Team Supervisor

Responsibilities:

• Managed client relationships to ensure SLAs were satisfactorily delivered
• Goverend master schedule of team members to ensure alignment with operational and overall budget demands
• Developed and implemented communication strategies to ensure positive and productive relationships with internal and external stakeholders
• Created and presented monthly and quarterly trend reporting to executive leadership, internal and external
• Datamined root cause analysis of raw data in order to find trends and recommend process improvements

Environment: Windows 7/XP, MS Office, Citrix XenApp, Altiris 7 Deployment Solution, McAfee VirusScan, McAfee Endpoint Encryption, IronPort, Active Directory, DNS, DHCP, FrontRange HEAT, Cisco WebView Reporting, Blackberry Enterprise Server Administration, ActiveSync (iPhone/Android), Remote Desktop Assitance, TeamViewer, pcAnywhere, Misys/AllScripts Tiger, iKnowMed, GE Centricity Business, Rx3000

Confidential

Service Desk Technical Analyst III

Responsibilities:

• Applied active troubleshooting for a multitude of issues for over 30 different business, radiation and clinical systems
• Managed end-user account lifecycle for domain and application access.
• Assisted end-users with application delivery through Citrix and local desktop enrivonments
• Utilized Altris Deployment Console for remote workstation connectivity and packaged application installations

Environment: Windows XP/2000, MS Office 2000/2003, Citrix XenApp, Altiris 6 Deployment Console, McAfee VirusScan, McAfee Endpoint Encryption, IronPort, Active Directory, DNS, DHCP, FrontRange HEAT, Blackberry Enterprise Server Administration, Goodlink, Remote Desktop/Assistance, Misys/AllScripts Tiger, iKnowMed, GE Centricity Business, Rx3000

Confidential (Columbus, OH)

IT Manager

Responsibilities:

• Responsible for the administration of the client infrastructure at Oberfields' during a transition of company ownership. Provided support for all Microsoft Windows workstations and office peripherals throughout six locations with remote tools and collaborative on - site support.
• Managed vendor relationships to fulfill the technological needs of the company, and generated all management reports for distribution throughout multiple departments.

Environment: Microsoft Windows XP/2000, MS Exchange 2000, Crystal Reports, MS Excel

Confidential

PC Support Technician

Responsibilities:

• Provided support for remote and on-site users for Confidential Inc. during a deployment of new workstations as part of a company-wide Windows 2003 domain migration.

Environment: Microsoft Windows 2000/XP/2003, MS Exchange 2000/2003, Norton Ghost, VBScript, Track it

Confidential (Columbus, OH)

Network Architect, Consulting Services

Responsibilities:

• Sucessfully migrated the Columbus School for Girls from a Novell environment to Microsoft 2003 domain with Exchange 2003.
• Assisted OhioHealth Grady Memorial Hospital with the upgrade to a Microsoft 2003 environment from NT 4 and trained the staff on the new environment.
• Assisted TP Mechanical in the migration to a new Microsoft 2003 domain environment and the re-configuration of desktop clients.
• Contributed in a team environment to provide administration of internal infrastructure for the small business office.

Environment: Microsoft Windows XP, Microsoft Server 2003, MS Exchange 2000/2003, MS Office

Confidential

Facilities Coordinator, Services

Responsibilities:

• Designed methodology and tools to increase flexibility of the deployment process and reduced deployment time by 30%.
• Lead interdepartmental teams to determine efficient use of allocated classroom resources.

Environment: Microsoft Windows 2000/XP/2003, MS Exchange 2000/2003, MS SQL Server 2000, MS ISA Server 2000, Novell 5.x/6.x, Cisco, Lotus Notes, A+ / N+, CISSP, Norton Ghost, VBScript