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.
• Construction of screen mock-ups and functional specifications documents detailing software performance expectations
• Conducted requirements gathering activities for specific infrastructure processes for integration with the Service Now EMS tool
• Extensive Incident, Problem, and Change Management documentation including training material per EMS tool (Service Now) in PowerPoint, Vizio process flows, and Standard Operating Procedure
• Conducted many “Trained the Trainer” sessions with individuals charged with overseeing the Change Management area of IT
• Hosted workshops using the CMMI model to quantify current process maturity levels, gauge desired maturity level, conduct gap analysis, and create process bridgework & requirements documentation to bridge the two
• EMS software tool modeling to current infrastructure production process standards, such as ServiceNow and IBM Smart Cloud Control Desk, in the form of tool mock-up diagrams and the creation of Use Cases (Stories)
• ITIL Asset Management process creation and oversight, including oversight of cross-country team members carrying out asset management duties and warehouse management
• Construction of First Call Resolution process responsible for achieving a 70% reduction in new Incident Record creation due to FCR elimination
• Exceeded Problem Management Service Level Agreement thresholds while maintaining complete process compliance

EXPERTISE AREA:

• Process Architecture - Business Analyst
• Incident Management
• Problem Management
• Change Management
• Asset Management
• Quality Assurance
• Metrics

EXPERIENCE:

Confidential, Hoffman Estates, IL

ITIL Problem Manager

Responsibilities:

• Responsible for oversight of Problem Management Records through the Problem Management process
• Assistance with the creation of Change Records to deploy permanent fixes procured from the Problem Management process
• 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

ITIL Change Manager, Change Analyst

Responsibilities:

• Responsible for all Change Management activities within the corporate division of Y
• Held CAB meetings with varying individuals to present proposed Changes, associated risk, readiness of technology, Change windows, back-out plans, human resources necessary to fulfill Change execution
• Risk assessment performed for all Changes proposed for the Corp domain, quantified with numerical risk assessment matrices
• Notification to stakeholders of FSC as well as respective risk assessments for Changes
• Responsible for documenting the Change Management process (Vizio, MS Word) as well as KPI definition for metric reporting
• Metric production specifically for Change Management, as well as that of Changes, Incidents, and Problems and their correlations
• Daily reporting of Corporate Change activities with Senior management
• Communications with Knowledge Management to ensure all Changes (successful/failed) available for knowledge research

Confidential, Seaside, CA

ITIL 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
• 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.

Confidential, San Jose, 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)
• Compiled pricing model for implementing the BMC Atrium product
• Built training 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
• 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

Manager, Infrastructure Process Management

Responsibilities:

• Created the Change Management process standard in accordance with the ITIL Process Framework
• Maintained Change Management database for all production Changes, chaired CCB for all Change review/discussion
• Developed the Service Level Management (SLM) & Capacity Management processes to construct the Service Catalog, SLA templates, and Service Level Objective Target metrics
• Created the Problem Management Process Standard and escalation procedures for all of Corio 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
• Built a DRL (Definitive Reference Library) to hold, maintain, and preserve the integrity of all SOP documents as well as additional corporate documentation (SLA, OLA, maintenance contracts