SUMMARY:

• ITIL Expert Certified leader offering 13+ years of experience and a track record of success with ITSM Process Design, ServiceNow, Incident, Problem, Change, Knowledge, Request, Asset, and CMDB Management
• Led multiple ITIL and ITSM process integrations that included full assessments, architecture, design, planning, implementation, rollout, business case, ROI, TCO, governance, and cost - benefit analysis.
• Optimized ITIL and ITSM organizational effectiveness, best practice methodologies, and business value holistically in the areas of people, process, technology and information.
• Analyzed business requirements and drivers of IT resource consumption across multiple platforms.
• Managed data center and server consolidation, workload planning, migration, and implementation projects for various utility, energy information processing, and financial companies worldwide.
• Conducted readiness assessments and gaps analysis for the implementation of ITSM processes into TSM tool.
• Demonstrated knowledge and experience leading engagements related to IT infrastructure optimization, technology optimization and transformation, and service delivery capability enhancements.
• Directed efforts of IT Service Management teams, encompassing Incident, Problem, and Change Management.

TECHNICAL SKILLS:

Technology and Tools: IT Service Management Design & Best Practices ITIL/ITSM Process Integration IT Governance Program Management SLA Customer Service Operations Datacenter & Server Consolidations Network & Asset Management Agile Methodology Business, Solution & Technology Architecture CoBIT Methodology ServiceNow Integration Configuration Management Team Coaching & Mentoring End User Services Technical & Organizational Transformations Tier1/Tier2 Technical Support

PROFESSIONAL EXPERIENCE:

Confidential

Senior Manager - ITIL/ITSM Transformation / ITIL Process SME

Responsibilities:

• Created the ITIL Service Integration and Management (SIAM) processes for multi-vendor service management and third-party integration leveraging IBM Cloud and ServiceNow ITSM ERP tool. Integrated ITSM processes in ServiceNow CMDB, client’s third-party applications, and IBM middleware layer to enable exchange between agents, vendors, and IBM.
• Designed the Operational Procedure Manual (OPM), Service Integration and Management (SIAM) Interface Manual, and ITIL-aligned Service Integration and Management (SIAM) Transformation Plan that incorporated key service objectives, Critical Success Factors (CSFs), Key Performance Indicators (KPIs), and Technology, Process & Service (TPS) metrics.
• Drove the establishment of the governance structure into the SIAM framework to track the performance and compliance of third-party vendors for cross-process services.
• Developed a risk-based security architecture framework to identify, analyze, plan, manage, report, and review risks within the SIAM system based on TOGAF and ISO 27001 standards.
• Established and drove the adoption of securty standards by the IT teams based on SANS and OWASP best practices.
• Redesigned and implemented workday security for the entire organization to comply with Sarbanes-Oxley (SOX) regulations. Created new permission lists and roles leveraging workday best practices and industry best practices.
• Reviewed security risk management plan to validate compliance with corporate standards.

Confidential

Senior Manager - ITIL/ITSM Transformation / Senior Service Architect

Responsibilities:

• Led the ITIL-based service design and business requirements template enhancement to integrate the 4 Ps of ITIL Service Management¾People, Products, Products, and Partners. Incorporated design methodologies, key service objectives, Critical Success Factors (CSFs), Key Performance Indicators (KPIs), and Technology, Process & Service (TPS) metrics to deliver benefits.
• Trained third-party service providers on the utilization of enhanced service design and business requirements documents for the delivery of Capacity, Incident, Change, Release, and Issue Management services.

Confidential

ITIL Process/Service Management Consultant - Managed Data Center Services

Responsibilities:

• Improved Aon’s global network discovery capabilities with the implementation of ADDM BMC discovery that enhanced the value of the company’s CMDB, integrated asset and configuration items with incident, problem and change management, and improved resource utilization and impact.
• Utilized Python to develop a database for the automated detection of chassis alarms on 10,000+ switches.
• Standardized Lync QOS policies for cloud deployment automation across a Juniper LAN infrastructure. Created a rescue configuration across the Juniper infrastructure that established best practices in data management and recovery.

Confidential

Incident Management/Service Desk Consultant

Responsibilities:

• Validated incident classifications and scope, initiated/led major incident team meetings and communications, and provided status on major incident recovery progress and customer impact.
• Assembled and led a major incident team consisting of technical support, management, and stakeholder teams charged with the development, execution, monitoring, and tracking of integrated resolution plans.
• Developed and matured ITSM processes and tools that ensured proper handling and remediation of all issues and compliance with SLA specifications.
• Maintained the Service Now platform, ensuring compliance with knowledge management and solution best practices.

Confidential

Service Desk Consultant

Responsibilities:

• Created the processes for migrating the company to BMC Remedy that included ticket management documentation, response, categorization, and response.
• Documented and monitored process improvement implementation results to ensure effectiveness across the organization.