Problem Manager Resume Hoffman Estates, IL - Hire IT People

SUMMARY:

Analytical process oriented professional with extensive ITSM experience spearheading process architecture and optimization to achieve Operational Excellence.
Skilled in assisting end - users reach root cause behind difficult IT incidents, procure long term solutions for such complex problems.
Continuously focused on process governance and building cohesive cross-functional relationships to drive strategic operations.
Complex metric analysis and sophisticated reporting to ensure process operational efficiency and effectiveness.

PROFESSIONAL EXPERIENCE:

Confidential, Hoffman Estates, IL

Problem Manager

Responsibilities:

Responsible for oversight of Problem Management Root Cause and Permanent Fix attainment through the Problem Management process
Responsible for Major Incident call handling and corresponding Major Problem Record assignment and followup
Participant in the Change Advisory Board meeting to review Changes being proposed for introduction to production environments
Integration of Change Record IDs with respective Problem Records after successful Change deployment has occurred
Created the Major Problem Review process used to investigate wide spread Incidents, Chaired Major Problem Review meeting
Conduct weekly director level review meetings covering major incidents and corresponding Problem Record analysis
Tool dependent User Guide construction/maintenance

Confidential, Santa Clara, CA

Change Manager, Change Analyst (Contract)

Responsibilities:

Responsible for all Change Management activities within the corporate division of Y
Revision recommendations for the production Change process to increase efficiency and effectiveness
Responsible for documenting the Change Management process as well as KPI definition for metric reporting
Metric production of Changes, Incidents, and Problems and their correlations
Daily reporting of Corporate activities with Senior management

Confidential, Seaside, CA

Problem Manager, ITIL Asset Manager

Responsibilities:

Managed the Problem Management investigative processes in accordance with the overall ITIL governance model
Construction, deployment, and oversight of the ITIL compliant Asset Management process enterprise-wide
Review / revision of Service Desk handling of Incident Records such that new Incidents may be resolved immediately
CMDB relationship mapping
Configuration Management integration with other Service Support disciplines, such as Change and Incident Management.
Created and oversaw the Asset Management (ITAM) process enterprise-wide for all fixed-asset procurement valued at 70USD or more
Performed procurement for assets approved for ordering by senior management

Confidential, San José, CA

Advisory Architect

Responsibilities:

Consulted on engagements focusing on process re-engineering/improvements, including requirements gathering and process modeling
Conducted workshops with key stakeholders to determine the desired maturity level the client will be driving towards (using CMMI)
Built documentation used to educate Information Technology personnel to improve process standards
Conducted assessments of organizations pivoted across Best Practice disciplines from the ITIL process framework

Confidential, Castro Valley, CA

Content Developer

Responsibilities:

Expanded on the ITIL paradigm by developing bridgework spanning many areas of the process framework that lacked clear definition to facilitate practical implementation, specifically:
Known State to Known State for Change Management
Balanced Scorecard creation for Problem Management
Responsible for the architecture and design of software development efforts in the production of a fully compliant ITIL EMS application based off previously developed workflow blueprints and SOP documentation

Confidential, San Carlos, CA

Change Manager, Infrastructure Process Management

Responsibilities:

Creation and oversight of the Change Management process in accordance with the ITIL Process Framework
Commissioned externally developed software tool to engage the Change Management process
Created the Problem Management Process Standard and escalation procedures for all of Confidential in conjunction with Change Management
Re-engineered the ITIL Problem Management standard by building a scorecard analysis used to make intelligent decisions regarding the decision to research and develop resolutions of known errors

Confidential, San Jose, CA

Senior-Staff Project Manager, QA

Responsibilities:

Lead of Quality Assurance Professionals
Preformed scheduling, delegation, tracking, reporting of all related QA project tasks

Confidential, Poughkeepsie, NY

Associate, Strategic Application Evaluation Test

Responsibilities:

Technical Lead on AIX, HP-UX, and Solaris system administration, taught department classes in AIX and TCP/IP
Complete testing of EMS tool Tivoli’s interface to RACF on the MVS operating system
Published “Introduction to TCP/IP and AIX”, and “Analysis of Automated Software Testing Products”