TECHNICAL SKILLS:

Operating Systems: Windows 95, 98, NT and 2000, Novell 3.1 and 4.1, DOS, Unix OS(Sun Solaris and Linux 2.0)

Software: HP Openview Service Desk, Microsoft Back Office, MS Project 98, Visio 2000, MS Office 97 and 2000 and Intuits Quicken and QuickBooks Pro.

Protocols: LAN Protocols (10BaseT, 100BaseT and FDDI), WAN Protocols (ATM, FrameRelay, T1 and T3)Voice over IP, SNMP.

Hardware: Confidential Passport Switches 7440 and 15000, CVX 1800, CSG, CPM and CVX View, Bay Routers and Cisco Routers ;1600, 2500, 3600 and AS5300.

EXPERIENCE:

Confidential

Responsibilities:

• Took Part in a Decomposition of Existing Processes at Confidential to help re align Silos and Business Units in order to make their Environments more efficient and Agile.
• This involved Several assessments of the Business units and training of personnel.
• Conduct Interview/Workshop, Develop BSM Maturity Scorecard, and Develop Gap Analyses per process area,
• Develop BSM Maturity Scorecard for following processes: Incident, Problem, Change, Release, Configuration Management/CMDB and Asset Management.
• Current State and Future State sections of the BSM Transformation Roadmap (Report).

Asset Manager/Process Owner

Confidential

Responsibilities:

• Leading an effort to get all I.T Assets from Several Agencies to one Centralized Database using ITIL/ITSM Methodology in order for a new tool Upgrade.
• Interface with procurement, IT and business for direction concerning IT assets
• Tracking of all IT application software licensing and contract commitments
• Managing IT assets (control, audit, report, reconcile) from requisition to retire

Senior ITIL/ITSM Consultant

Confidential

Responsibilities:

• ITIL/ITSM Training & Awareness Workshops
• Strategic Planning and Project Management
• Design and Implementation of ITIL Service Support Processes, Asset Management and the CMDB
• Conducted ITIL Process workshops for all Service Support processes
• Training and education on process and ITSM tool
• ITSM Tool Implementation.
• Building of Service Catalog and defining the SLAs/OLAs.
• Continuous Process Improvement using Lean Six Sigma and Kaizen techniques.
• Project Management and Leadership at the executive level
• Managing the Culture of change - Newsletters, Town hall meetings, round table discussions, Focus group meetings.

Senior ITIL/ITSM Expert and Strategist

Confidential

Responsibilities:

• Conduct Interview/Workshop, Develop BSM Maturity Scorecard, and Develop Gap Analyses per process area, Develop BSM Maturity Scorecard for following processes: Incident, Problem, Change, Service Desk and Request Fulfillment. Current State and Future State sections of the BSM Transformation Roadmap (Report). Documented Results (including the Report and inclusive graphics from our tools, Interim PPT and Final PPT, and support Sharon on Change/Release) BSM Roadmap (visio + narrative)

Senior ITIL/ITSM Expert and Strategist

Confidential

Responsibilities:

• Conduct Interview/Workshop, Develop BSM Maturity Scorecard, and Develop Gap Analyses per process area, Develop BSM Maturity Scorecard for following processes: Incident, Problem, Change, Release, Configuration Management/CMDB and Asset Management. Current State and Future State sections of the BSM Transformation Roadmap (Report). Documented Results .BSM Roadmap (visio + narrative)

Confidential, Plano, TX

Specialist for Data Center Migration

Responsibilities:

• Was Part of a Migration team brought in to help Consolidate 27 Data Centers to 9 CoLo sites Globally in an effort achieve maximum efficiency for the Clients Network.
• Specialized in a Migration Tool called Confidential which helped plan and forecast devices in the Data Center Environment by determining Power Capacity and Cabinet Space by strategizing and configuring the devices in a Virtual Environment which helps the Data Network Engineers and Project Managers in their Deployment and Billing for the various Site Locations.
• Created Visio Drawings that gave a planned overview of upcoming projects and was updated as needed inn order to get the whole picture of the project at hand.

Confidential, Plano, TX

Configuration & Change Management Analyst, Consultant

Responsibilities:

• Key member of the Enterprise wide Change & Configuration Management team.
• Support an IT Enterprise wide Configuration Management database of over 200, 000 components and over 3, 000 IT users.
• Utilize the HP Open View Service Desk 4.5 GUI to access Configuration and Change modules.
• Primary role consists of engaging and training all IT groups on the ITIL based Configuration Management process.
• Ensure all IT group adhere to CM practices identified in documented CM standards.
• Assess the order in which infrastructure data will be housed in the Configuration Management Database.
• Daily utilization of the four tenets of Configuration Management, including Configuration Identification, Change Management, Status Accounting, and Configuration Audits.
• Perform daily Change operation activities such as rescheduling Change requests, and approving Change requests.
• HP Openview Service Desk and ITIL implementation consultant.

Confidential, Plano, TX

Technical Support

Responsibilities:

• Responsible for Providing Technical Support to a Special group of Customers that Use Intuits Confidential Software designed mainly for CPA’s who have small to Medium sized Networks mainly of Windows Based Networking Platforms.
• This includes supporting customers using Cisco Routers and Novell Netware Servers.
• The job is in a Call Center Environment which requires fast paced technical decisions.

Confidential, Irving, TX

Customer Technical Support

Responsibilities:

• Provide Windows 2000 Support such as Password resets, Network administration to a group of 200 internal customers.
• Provide 24 Hour Technical Support.
• Assist customers in Configuring Desktop for optimum and efficient use.
• Ability to work in a fast paced environment with quick analytic and problem solving skills.

Confidential, Richardson, TX

Data Network Engineer

Responsibilities:

• Project delivered on time with direct customer support and a high level of customer satisfaction.
• Participated in the planning and design with Bellsouth for the addition of an SS7 Network into their existing RAS Network, increase dial-up times and a cost reduction.
• Was part of a 5 man team that Implemented, Designed and Installed an SS7 Network in 3 Remote locations for Broadwing Communications, providing the technology to become and ISP. Delivered on-time and resulting in a Pride Award recommended by Nortel management and the customer.
• Received a Success award for completing the Cable & Wireless project in Jamaica on schedule.
• Received a Pride award for my Extensive role in the success of the Broadwing project.
• Provided design review and documentation on service setup and Method of Procedures for equipment configurations on all projects.