OVERVIEW:

• Nicholas Brotherton is an accomplished Information Communication Technology (ICT) professional who TEMPhas a comprehensive experience of ICT Service Operations and Engineering processes that support business strategies. He TEMPhas a wide range of technical skills including Configuration, Asset, DEV/OPS, SLM, change and release management, process engineering, system specification and design, application configuration, integration, customization and migration
• IT Management and Business technology to support business functions. Nicholas is ITIL manager V2 and V3 certified, wif over 15 Years in the field of IT Service Management technology, Service Support/Delivery/Development processes and IT organization transition.

TECHNICAL SKILLS:

Assessment: IT Score - Gartner; Pink Scan; Confidential - ADM, HP Consulting PM

Process: ITIL, Agile, CI/CD, Demand, Change, Incident, Problem, Configuration, Release, SACM, Capacity, SLM, Catalogue

Applications: Lotus Notes, Jenkins, Trellis, Aperture, Cramer (NCM),Virtual Center, SCCM, Cognos, ServiceNow (Helsinki), CA Service Desk R12, Remedy ATRIUM, Troux, Sharepoint, Excell, SQL Reporting Services, Visual Studio, Team Foundation Server, Clear Quest, CyberArk, Merant Version control Manager, Subversion, Connect - IT, Avepoint, Nortel BCS, SCSI storage monitor, Control-M, Tivoli TWS, MS Office, SQL Enterprise Manager, TOAD, Active Directory, Requisite Pro. Borland’s Star Track, CliQr, JIRA, Brocade, CFengine, CyberArk

IDE’s: Interlink Service Manager Administrator (CI mapping to Business Service), Eclipse, Visual Studio, SQL Manager, Service Manager, CA - UAPM, BMC ARS SAP ChaRM, SharePoint. ServiceNow (CMDB - MID server config, admin interface for Business Service mapping)

Hardware: Symbol Portable Radio Terminals, Barcode Printing Systems, CISCO routers, SCSI drives. Nortel BCM, Fluke Bandwidth Analyzer, Citrix, Power supplies and Frequency Analyzers. GPIB programable devices

CPU Series: Dell Poweredge, HP9000; Intel, Motorola, Toshiba Super integrated CPUs

Services: ESX, BizTalk, Middleware, Help Desk (CMI), Cloud, XCOM, Connect Direct

Op Systems: AIX, HP/UX, Red Hat, OS/2, MS-DOS, NT, OS/9, Win 2003/8 server, WIN 7, 8.1

Databases: Oracle. SQL server, Solid, Access

Network: SAML2, BGP, TCP/IP, T1, Frame Relay, BRI, VOIP, VPN, FTP, HTTP, Telnet, RS232, MNP4, V17, SNA LU6.2

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Release Manager - IT consultant

Responsibilities:

• Transitioned Service Management processes from legacy CA Service Desk to ServiceNow for Incident, Change, Knowledge, Catalog and Reports processes. For large insurance company responsible for Protected Health Information regulations and governance.
• Coordinate releases for Bluestar, a customer facing health insurance web site, (enrolments, Business Acquisitions, Sales Force,) for changes in JAVA Ear and WAR files, Scripts, Profiles and Forms
• Collaborated wif development and product owners to ensure all testing and implementation, validation and back out plans are approved by the CAB for 7 major changes per month.
• As Change initiator, responsible for validating that all Configuration Items contain accurate attribute descriptions and Request for Change post validation, closeout.

Confidential, El Segundo, CA

Enterprise System, SNOW Project Coordinator - IT consultant

Responsibilities:

• Coordinated the creation of Enterprise CMDB instance, including; cleanup of the current CMDB golden data sources to Vcenter, Infoblox, Splunk, SCCM, ServiceNow Mid servers, SolarWinds, AWS, CyberArk, Nlyte and Ariba (SAP) .
• Unix Scripting / Java / XML for discovery of all infrastructure components
• CMDB Data Population Plan, eDiscovery, CMDB Tuning, PROD to DEV cloning, update promotions to PROD. Data source ownership agreements.
• Establishment of Program Office - Roles and Responsibilities to maintain Trusted data from gold sources.
• Scheduled stakeholder workshop sessions. Established the process guide for CMDB data consumption and provisioning. Defined use cases for sprint development, Unit and UAT testing. Use cases also included Incident and change process scenarios. Definition of the communications plan (director channels and employee social media channels)
• Configuration Management System module experience; Configuration; Knowledge; Catalog; Workflow; Change and Incident
• Defined CMDB modeling requirements for Business Service, servers, networks, storage, and other IT equipment. CMDB infrastructure models that captured IT resources, their important attributes, and their interdependencies in the context of supporting defined customer facing services
• Supported Telecommunications and Entertainment Content provider companies’ Technology Strategy and Standards by identifying operational patterns, revealing and managing the exceptions, to provide support for the Broadcast Administration System
• LAB projects included provisioning infrastructure for Data Center consolidation, Big Data, Firmware (iOS, Android and Set Top Boxes), Source Code Control, VM management and Configuration Management)
• Developed technology roadmaps to fulfill current and future requirements
• Lead cross-functional teams to create requirements, evaluate solutions and identify new solutions, as needed. Integrated and matured the environment
• Lead, supervised and mentored staff
• Designed, reviewed and presented solutions to other peer groups and internal customers
• Documented non-functional requirements, infrastructure design, hardware, software and professional services appraisals and costs
• Reviewed new technologies that could reduce overall costs, create efficiencies and provide significant value
• Evaluated potential cross-platform consolidation tools
• Researched and identified automation strategies

Confidential, Elmhurst, IL

Configuration Manager - IT consultant

Responsibilities:

• Configuration Manager wifin the Service Configuration Management (SCM) function of the IT Asset Estate of a global bank.
• Configuration Item identification, Service mapping and modeling - all US and Brazil Data Center Hardware, Internal / External Hosted Services, Applications, Hosts including iSeries, zSeries, Unix, Mainframes, Databases, Interfaces, Storage, Network, Middleware and Batch.
• Designing / Managing the automated synchronization of America's Configuration Management System (CMS) and integration / federation of ETL above sources to the CA Service Desk R12.
• Ensuring data protection / control / governance of the CMS Host Sources, relating wif the Service, data source and data owners to verify assure accuracy.
• Responsible for the strategic direction, delivery of policy, process, methods, automation and governance for the appropriate adaptation for the IT Operations Best Practice Service Management to the business, includes Cognos and SSRS reports.
• Ensuring the predefined-on shore and off shore configuration activities are aligned wif the change management process.
• Ensuring the CMS provides accurate and up to date information.
• Normalizing the data between the Data repositories (Aperture (Hardware, SCCM (Software), Mainframe Database, Web sphere, Enterprise Information (Application - Troux) to provide information to map the IT Services for the Development, Contingency and Production environments, in the CMS. Then for further utilization in the Service Desk for the Incident, Change and Problem processes.
• Implement a Service Assurance process wif focus on validation of current projects, including ever greening and data center consolidation, Non-Functional Requirements for transition to production.
• Ensuring regular snapshots and configuration baselines are taken and protected
• Supporting the business and customers control objectives and requirements
• Minimize the number of quality and compliance issues caused by improper configuration of services and assets.

Confidential, Lake Forest, IL

Change and Release Analyst - IT consultant

Responsibilities:

• Assessed and documented the application and infrastructure change and release process for a FDA regulated Global manufacturing company using an outsourced (Wipro) BMC ITSM tool (Remedy) for infrastructure changes and an internal SAP Solution Manager / ChaRM for application releases. Evaluated process gaps to ITIL best practices.
• Followed the companies SDLC, business process architecture (Process Framework) and FDA Quality process (SAP- ChaRM) to validate a new Infrastructure Change SharePoint application.
• Introduced the SAP ITSM tool in a pilot environment to evaluate its compatibility wif the enterprise ITSM change and incident process management requirements.
• Integrated ChaRM to SharePoint to provide release tracking
• ChaRM Role configuration for FDA regulation process
• Presented suggestions for Change & Release process improvement and provided milestones for the IT roadmap to upper management.
• Provided IT support / and developed a sustainment matrix for the new SharePoint / InfoPath tool, thus providing a path for continual improvement and high availability of the Change Management service.
• Reviewed each change and leveraged change activity control procedures during the infrastructure and application weekly CABs to improve the performance of the change process

Confidential, Chicago, IL

ITSM Change / Release Manager

Responsibilities:

• Performed IT Operations assessment using the Pink Scan method. Collaborated wif all the infrastructure and application tower leads to create the Release process charter.
• Operational role. Created “Implementation Service” using IT Service Now Suite including Change, Release and Incident modules, for a fast moving finance management company of 250 IT associates.
• Documented, validated and implemented ITSM functional requirements for change and incident processes leveraged the IT Service Center (SCSM) and SharePoint Technology to ensure success by embedding business requirements and providing targeted to four categories of end users.
• Hired and supervised a TFS subject matter expert to perform build / release / version control of all code for the Business Applications.
• Obtained release approval from business application support teams, help desk and infrastructure support. Scheduled implementation resources to meet business demand. Embedded developer segregation of duties to meet audit and compliance requirements.
• Contributed to every weekly Change Advisory Board meeting and followed up wif the IT user community to capture continuous improvement ideas for the IT Service Manager technology.
• Project to meet SSAE16 / SOX requirements - remediated developer’s server access to the Los Angeles office, production and test environments, using excellent AD/ windows permission kills.
• Guided the Asset Management discovery phase of configuration management data normalization / import of configuration and operational data into the IT configuration repository. Captured the Business Services and related Configuration Items (People, servers, software, licenses, and applications) in the CMDB.
• Created server decommission process, included application, database, infrastructure and third party data center data in decision / approval steps to de-proliferate the environments, provide P2V and ready for the Datacenter Integration project. (In sourcing). Automated using Service Manager Workflow and custom Service Requests.

Confidential, Houston, TX

Change / Release Coordinator / Backup Business Analyst - IT consultant

Responsibilities:

• Remedy ITSM Incident management process for a company wif a plant maintenance culture. Manage the detail of Enterprise application change requests, orders and deployment into production. Create sustainment activities and implement them to ITIL V3 best practices wif a team of 4 engineers to support Infrastructure Support Groups, Departments and Organizations.
• Gathered incident process operational statistics from the existing help desk database, reviewed results wif stakeholders to gain concurrence, approval and consensus regarding Service Desk migration project. Proposed process improvement approach to manage the transition to the new enterprise incident process using the Service Management tool to automate and streamline the process.
• Manage activities in the Change / Release process using Release Track tool for version control of Remedy configuration components across DEV, QUAL and PROD environments.
• Environment included system event monitoring integration (Tivoli), out sourced service desk, level 1 support tier, management reports (Business Objects) and On-Call support (Telemon), Use Cases, Test Cases - Scenarios., release and change management (Track-IT)
• Technology involves .NET 2.5, Java, Tivoli, Remedy ARS and BMC Analytics, SQL, Serena Change manager.
• Remedy ITSM Incident requirements phase for change and incident management process migration for new acquisition. Technical business analyst role. Configuring Remedy import spread sheets for operational, product and service level target for new stakeholders
• Liaison wif outsourced Service Desk function to synchronize knowledge based articles, major incident, request, failure and Quick cards () all accessed from Remedy home page.
• BMC Analytics XI, administration of user accounts, patch management and Incident Universe.
• Level 2 support duties included on-call and weekend maintenance tasks for Remedy application
• Documented existing change process and collaborated wif stakeholders to create migration plan to new enterprise change process.

Confidential, Lisle, IL

Services Architect

Responsibilities:

• Interviewed all the EA service line managers wif respect to their Service Level Objectives, captured the “Service Management Current State” for Customer, HR, Asset Management, Software Development and Production, Service Desk, Facilities and Security support.
• Documented Use Cases and collated requirements and fed back to managers and oversight committee. Performed process gap analysis wif ITIL best practices and documented a Service Desk / Asset Management solution specification for the gap design (Change process).
• Created updatable reports that transformed offshore partner application support data into actionable information, enabling the measurement and hence enforcement of SLAs.
• Advised CA asset correlation runs to provide useful and actionable information in the CMDB
• Utilized Mind Maps, Swim Lanes and UML diagrams to portray “As Is and To Be” process thus enhancing the collaboration process wif the customer and identifying the required support roles and solutions.
• Designed new asset management processes and systems to provide more efficient and TEMPeffective business support processes, reduced organizational change risk, process overhead and provided better process alignment across global departments wif increased use of web self service and email notification.
• Provided Service Desk design specification for integration to Cognos, for employee performance data.
• Developed specification for a web services solution to integrate software assets data into the service desk.

Confidential, Chicago, IL

ITIL Consultant - IT consultant

Responsibilities:

• As a process engineer, lead discussions on the most efficient way to manage the pipeline of IT projects in a program office, interfaced wif the resource provisioning department and process.
• Designed presentations of project management best practices wif Microsoft PowerPoint and Visio, for the Mangers of IT support groups that supported typical projects, such as the opening of a new High Street Insurance office.

Confidential, Minnetonka, MN

Process Architect

Responsibilities:

• Service Desk Tool analysis (Remedy) of global organizations business support structure and operating categories.
• Designed alternative Remedy foundation data structure for Company, Support Organization and Support groups.
• Acquired regional approval for structure from Latin America, EMEA, North America and Asia Pacific. Factored in code for Service Desk Outsourcing - Service Level Agreements wif Meta data schema of Service Desk Tool.
• Enabled Remedy Service Desk KPI reports to outsourcer’s requirements. Managed the Configuration control of migration objects during design, build and test project management phases.
• Mapped existing foundation data from two different versions of Remedy Service Desk to latest version of new Service Desk Tool (Remedy).
• Managed development of Unit and User Acceptance Tests, tracked to original Procedure and Product Change Requests.

Confidential, Lindon, UT

IT Service & Asset Management Consultant

Responsibilities:

• White paper on managing the release to production process using Confidential Total Management Solution, incident workflow, rules and policies.
• For a Maryland, DC Health Care Company, architected software package server design considering placement of LAN and WAN components for HTTP and file sharing in a DNS managed infrastructure.
• Installed and deployed inventory management agents and configured solutions for asset control, application metering, and software contract management.

Environment: Active Directory, Windows Server, SQL Server

Confidential, Chicago, IL

IT Consultant

Responsibilities:

• Worked inside the local government’s IT department to create a State wide, Technical Model, representative of the current standard IT assets and technologies.
• Interviewed the central and agency CIO’s to develop a list of technology owners and their technology.
• Installed a technology lifecycle ‘gated’ management process to help de-proliferate the number of technology standards and provide the basis for the service catalog.