SUMMARY:

• Professional with an MBA emphasizing Management of Technology and over 20 years experience in the IT field, including over 8 years as an adjunct technical instructor and over 8 years of ITIL IT Service Management business process experience including Major Incident Management, Problem Management, Asset Management and Configuration Management managed via Remedy.
• Exceptional presentation and interpersonal communication skills.
• Excellent analytical and problem solving skills.
• Impressive ability to multi - task and organize various aspects of a project to meet deadlines.
• Keen aptitude for providing effective individual user training and classroom training.
• Extensive experience in the ITIL v3 processes of Incident Management, Major Incident Management, Problem Management, and Configuration Management.
• Technical experience with the following:
• Windows Server platforms (NT, 2000, 2003, and 2008
• Windows Desktop platforms (XP, Vista, 7, 8, and previous versions)
• Novell Netware 6.0, 4.1, 3.12, 3.11, and Novell Intranetware 4.11
• Exchange 5.5, 2000, 2003, and 2007
• GPO (Group Policy Objects)
• Novell Border Manager, Zenworks, and Groupwise
• Active Directory, WSUS (SUS), IIS, Terminal Server, TCP/IP, DNS, WINS, and DHCP
• Syspro ERP and Syteline ERP
• Unigraphics NX2 and NX4
• Network Imaging using Ghost
• MS SQL Server 2000 (system administration)
• Virus/Spyware Removal
• Veritas Backupexec and Synsort Backup Express
• PCs on a LAN/WAN environment (Peer-to-Peer and Client Server)
• DSL, Cable, Dial-Up, and T1 Support
• Cisco Internet Routers
• System/Server Builds
• VMWare
• Wireless Networking
• AS400 and HP 3000 Connectivity
• Installation of hubs, switches, network and phone cabling, and network printer servers.
• Extensive experience with the installation, configuration, repair, and application of a variety of hardware and networking devices.

PROFESSIONAL EXPERIENCE:

Confidential, Tysons, VA

Responsibilities:

• Maintained the Configuration Management Database (CMDB) in Remedy 7.6
• Prepared Monthly billing files
• Worked with the various technical teams, providing training and guidance, to achieve and maintain a high level of accuracy of the CMDB
• Reviewed health checks and communicated with the technical team who submitted those for any clarifications
• Worked with Asset Management to perform regular audits of the CMDB data
• Attended Daily Service Review meetings to provide any feedback needed from Configuration Management
• Attended project meetings to ensure that ITIL and global CMDB processes were followed in relation to the CMDB data
• Provided monthly Service Level Agreement reports regarding the CMDB data
• Provided ad hoc reports from Remedy and BSM upon request

Configuration Manager

Confidential

Responsibilities:

• Maintained the Configuration Management Database (CMDB) in Remedy 7.6
• Worked with the various technical teams, providing training and guidance, to achieve and maintain a high level of accuracy of the CMDB
• Reviewed health checks and communicated with the technical team who submitted those for any clarifications
• Worked with Asset Management to perform regular audits of the CMDB data
• Attended Daily Service Review meetings to provide any feedback needed from Configuration Management
• Attended project meetings to ensure that ITIL and global CMDB processes were followed in relation to the CMDB data
• Provided monthly Service Level Agreement reports regarding the CMDB data
• Provided ad hoc reports from Remedy and BSM upon request
• Attended regular Change Management Board meetings to review changes and ensure that CMDB processes were followed.
• Reviewed changes for CMDB process compliance

Incident Manager

Confidential

Responsibilities:

• Ran Daily Incident Tracking reports and reported on those during the Daily Service Review Meeting
• Wrote and updated process documentation for Escalation and Notification tailored to the Confidential
• Trained transitioned employees in the Confidential Escalation and Notification process
• Performed Monthly SLA reporting and analysis
• Worked with Remedy to track Incident and Request Tickets
• Daily review of incident tickets to validate/update the classification
• Managed Severity 3 and 4 incidents as required

Configuration Management Systems-SME

Confidential

Responsibilities:

• Wrote process documentation for Configuration Management - Audit and Verification; Status Accounting Process
• Perform SLA reporting functions
• Perform testing in UAT and PreProd
• Help with the Asset Management Reconciliation
• Work with Remedy, CCMDB, and TAMIT
• Created documentation for the creation of Configuration Items in Remedy 7
• Helped with Transitional process and procedures

IT Major Incident and Problem Manager

Confidential

Responsibilities:

• Owned the resolution and coordination between technical and managerial teams during high severity outages from the first notification through the creation of the Root Cause Analysis and Action Item follow-up.
• Managed resources during a tech call to resolve high severity technical issues
• Coordinating with operations
• Managing multiple people on conference calls
• Documenting the recovery effort/plan
• Led the group in Root Cause Analysis discussion post recover
• Prepared the Situation Analysis Report for Major Incidents
• Led tech call participants in a Postmortem meeting
• Confirmed root cause and permanent corrective action
• Assigned Action Items
• Publish final Situation Analysis Report to tech call participants and VIPs
• Assisted in the tracking of Action Items
• Created Incident and Problem records in Remedy as needed.
• Approved Change Request in Remedy as needed.
• Reviewed and approved changes that would affect the availability of technical resources
• Developed training for peer learning sessions
• Coordinated recover efforts with operations on lower severity technical issues
• Performed Sentinel duties as needed for the daily Availability Meeting
• Communicated with team, management, operations, and technical engineers as needed
• Helped with Transitional process and procedures

Adjunct Instructor

Confidential, Wyoming, MI

Responsibilities:

• Teaching courses for the IT/CNS and Business/Technical Project Management departments

IT Situation Manager

Confidential, Grand Rapids, Michigan

Responsibilities:

• Managed resources during a tech call to resolve high severity technical issues
• Coordinating with operations
• Managing multiple people on conference calls
• Documenting the recovery effort/plan
• Led the group in Root Cause Analysis discussion post recover
• Prepared the Situation Analysis Report
• Led tech call participants in a Postmortem meeting
• Confirmed root cause and permanent corrective action
• Assigned Action Items
• Publish final Situation Analysis Report to tech call participants and VIPs
• Assisted in the tracking of Action Items
• Reviewed and approved changes that would affect the availability of technical resources
• Developed training for peer learning sessions
• Coordinated recover efforts with operations on lower severity technical issues
• Performed Sentinel duties as needed for the daily Availability Meeting
• Communicated with team, management, operations, and technical engineers as needed