PROFESSIONAL SUMMARY:

• Experienced professional with planning and organizational skills that balance work, team support and ad - hoc responsibilities in a timely and professional manner. Interpret and discuss information with others which involves terminology or concepts
• PM experience includes charter, resource planning scope, baseline, budget and risk & communications management, utilizing Project Portal with a very strong technology background.
• An extensive Agile and ITIL process work in the areas of change, incident, service, problem, configuration and release management utilizing ITSM products tools.
• Highly adept at discovering the voice of the customer (VOC) and business process improvement opportunities through gap analysis and Scrum /Agile and Lean / Six Sigma process improvement methods.

TECHNICAL SKILLS:

• Scrum Agile Framework; Data/ Metrics/ Financial Analysis
• Business analysis; Just Do IT/ Kaizen
• Kanban; Change Management; Project Management
• IT Service Management ITIL; Technical/Customer Support
• Microsoft Project; Service Level Agreements; Continuous Improvement
• Systems/ Application Testing; Team Leadership; Procurement Asset Management;
• Windows XP, 7, 8, Windows Server 2003,2008; Unix, Linux Desktop Server
• Red Hat/Fedora; Open Suse; Ubuntu; PCLOS; BSD; HP-UX; AIX; Solaris; OS X, Cisco, IBM

PROFESSIONAL EXPERIENCE:

Confidential, Waukegan, IL

IT Project Manager/ Scrum Master

Responsibilities:

• Responsible for all phases of IT project management for Corporate Travel, Fleet and Creative Network.
• Work with business leaders to define and prioritize technology projects within and across diverse business areas.
• Develop project schedule based on project template and input from Program Manager, Operations Manager, Build Manager, Change Manager, and the Program Test Lead
• Brought together stakeholders from across the organization to confirm project charter, scope and requirements.
• Prepared estimates, budgets and timelines for projects and managed to them, providing weekly status updates and visual reporting to clients and senior management.
• Create a full range of SDLC documentation including project charters, project plans, requirements, risk / issue logs, test scripts, data privacy plans, release notes and support documentation.
• Serve as the Project Manager to multiple business areas, researching feasibility of new ideas.
• Assist the clients to create strategies for technology usage, facilitating vendor selection, and providing recommendations on optimizing system usage.
• Assisted multiple departments at Abbott in setting short and long-term IT priorities in order to successfully deliver on a 5+ item project request list.
• Minimized the risk of findings during future audits by consulting with experts in user security and IT Quality Assurance at Abbott to create a new process for recertifying user access to systems in Administrative Services.
• Manage project issues, risks, and action items.
• Developed contingency support plans for Abbott’s executive limousine scheduling system. The plans allowed the team to immediately re-create critical trip schedules that were lost due to a bug in the vendor system
• Use knowledge of both long-term business goals and potential areas for cost savings, co-led a comprehensive vendor selection effort to choose a data consolidation service for Abbott travel, credit card and expense reporting data.
• Conduct JAD sessions to determine functional and non-functional system requirements.
• Participated in/lead requirements and specification technical reviews.
• Create Use Cases, User Stories and other requirements documentation.
• Mentor team in modeling techniques.
• Remove obstacles.
• Support Development team, Project Manager, Product Owner.
• Assure information flow.
• Define and communicate roadmap of multiple software requirements with executive team and business partners.

Confidential, Deerfield, IL

Systems Engineer/ Business Analyst

Responsibilities:

• Responsible for coordinating Walgreen s Testing Labs.
• Implemented, maintained, and managed an Identity and Access Management (IAM) system for a centralized and role based user provisioning and de-provisioning program. This program encompassed an enterprise wide ID creation, modification and deletion process providing Role Based Access Control (RBAC) to applications, systems, and facilities nationwide, and include, but not be limited to: Active Directory, LDAP; Building Badge Systems; Databases - Oracle, Microsoft SQL; Identity Management Platforms; Microsoft Exchange; Tuxedo, Midrange and Mainframe - AS/400, z/OS, RACF; Open Systems - AIX, Linux, Solaris, Cisco, VMware, Fortinet. Compliance with healthcare industries policies and regulations such as: Walgreen CISP, PCI-DSS, FDA and HIPAA.
• Established and Oversee external service provider relationships providing additional vulnerability, assessment capabilities, and Incident Response services.
• Monitored and reported on all remediation efforts for vulnerabilities identified during assessment activities.
• Oversaw development and maintenance of IBM servers and HP/DELL computer systems. Identify departmental needs and made suggestions regarding technical direction.
• Set up organization's intranets.
• Designed and implemented system security and data assurance.
• Configured and installed computer systems for other organizations.
• Designed and developed software. Test software applications and systems.
• Developed different types of software, including business applications, operating systems,network control systems, and middleware.
• Applied knowledge of computing systems and software structure.
• Analyzed users' needs. Created flowcharts, diagrams, and other documentation.
• Jump server technologies for secure remote access; Database audit logging technology; Web Application Scanning and Firewalling technology; Encryption solutions for application based data; Whole disk encryption solutions; Two-factor authentication; Support the needs onshore/offshore applications development, testing operations teams/requests.
• Resolved incidents and defects associated with the development and testing strategies.
• Implemented, configured and maintained all equipment on testing labs. Participate on meetings with stakeholders like Quality Assurance, Health Cloud, Technology Labs, Greenway, CompuCom, and IBM.
• Worked on collaboration with stakeholders for shared project calendars, scheduled conference rooms and calls, verifying the access to the project databases.
• Elaborated the status reports and other important documents for the internal team and announcements that go outside the project team.
• Worked with clients to analyze current project needs and identified areas in need of improvement.
• Researched and deployed innovative usage of technology to improve client productivity and efficiency. Drafted quality technical documentation on projects, specifications, solutions and problems.

Confidential, Chicago, IL

System Administrator

Responsibilities:

• Managed the day-to-day operations on company host servers and computers by monitoring system performance, configuration, maintenance and repair.
• Ensured that systems downtime is kept at minimum and equipment inventory are properly maintained. Developed new system and application implementation plans, custom scripts and testing procedures to ensure operational reliability.
• Trained technical staff in how to use new software and hardware developed and/or acquired.
• Developed and coordinated project directions and schedules to maximize benefits and minimize impacts on the customer organizations.
• Leadership in planning and implementation of projects for computer operations/ systems administration.
• Managed the data center and computer host systems including hardware, software and equipment.

Confidential, IL

Help Desk Analyst

Responsibilities:

• Supported Walgreen’s help desk in large system upgrade of new POS Systems. Simultaneously managed 4-5 complex projects of company, stepping into situations requiring quick ramp-up and solid grasp of new/emerging regulations.
• Acted as a lead tech support assisting with and troubleshooting hardware and software on POS systems. Experienced troubleshooting network issues as well as support and troubleshoot printers and back office equipment.
• Used UNIX commands to troubleshoot printer /users problems as well as use UNIX to resolve server’s system issues when reviewing scripts.
• Worked as a business analyst getting involved with the development team, networking and troubleshooting on issues to see if resolutions can be resolved to get critical issues resolved.
• Worked with Remedy along with supporting users working with AS400, Register bases, helping configure LAN drops, scan guns and assisting with setting up back office PC’s and KVM switches, Tuxedo.
• Turned around client perception with one-time performance during high-pressure audit, leading company s computing system verification including security and business process workflow assessments.
• Supported and configured Cisco routers, Hughes routers, Fortinet UTMs, Axis 570 Print Server, Catalina Coupon Server, media terminals, Cisco IP phones, printers and personal computers; Performed remote and local troubleshooting of Point-of-Sales systems, LAN, WAN, IMS Blade Servers and nation-wide VPN; Installed Cisco AirNet 802.11n Dual Band access points; Generated technical documents for AS/400, Windows and Linux systems.
• Apply Scrum best practices and Agile framework for Software development. (Internal traning)
• Maintained policy for server vulnerability scans and performed remediation for all vulnerabilities. Executed RX server migration. Utilized Remedy to track and update tickets on all Point-of-Sales systems, AS/400 units, UTM, firewall, network, and application issues.
• Provided third-level support to VMware end-users; provided support status updates to end users according to the IT support policy.

Confidential, Schaumburg IL

System Support Technician

Responsibilities:

• Call Center / IT Service Center environment, with knowledge of a help desk ticketing system (BMC Remedy); Support and Administration experience in AD, Desktop / Server applications, Windows XP and Windows 7, Server 2003, Exchange, on site, over the phone, email or remotely to over 36.000 users across US and Canada, Blackberry, Office 2003/2007/2010, Adobe, Symantec, IE, Firefox, Ghost, SMS, Lotus Notes, VPN- Nortel.
• Minimized resolution times and maintain an efficient and structured incident escalation process.
• Processed, monitored and prioritized trouble tickets.
• Resolved complex IT Desktop and application issues in person and also recommend and implement corrective solutions to ensure quick and accurate service delivery. Saved over $2.300.000 in 18 months on finding and restoring assets on Zurich internal network. Instrumental in transition affecting CompuCom and CSC working location during post-merger integrations.