SUMMARY:

• Results - oriented, highly productive technical professional with a focus on Enterprise Configuration Management and Configuration Management Service Modelling.
• Successfully apply strong problem solving skills to clarify ambiguity and resolve highly complex issues within the tightest timeframes.
• Accomplished leader with the skillset ranging from marketing corporate objectives to IT Customer off the Shelf (COTS) solution operations, maintenance and security.
• Act as a key member of the team influencing a clear vision for success with an aptitude to establish goals.
• Expert communicator with the proven ability to synthesize complex information and translate comprehensive technical issues into the business language.

TECHNICAL SKILLS:

Operating Systems: Windows 9x/NT/2000/XP/2003

Programming: Topology Query Language (TQL)

Enterprise Systems & Tools: HPE Service Anywhere, HP Universal Configuration Management (UCMDB) User Interface (UI) v.10.x, HP Universal Discovery v10.x (UD), HP Data Dependency Mapping Advanced (DDMA), HP Configuration Manager (CM), HP Universal Configuration Management Database Browser (UCMDB Browser), HP Service Management (SM), HP Release Control (RC), HP SiteScope, CA Technologies IntroScope, SharePoint, Evernote, Google Drive, Oracle Primavera PM Systems, Salesforce CRM, Microsoft Outlook, Project, MS Office Suite, Visio and DOS, Internet Explorer, Mozilla Firefox, Command Prompt, PowerShell, Remote Protocol Connection (RPC), Server Management Console

AREAS OF EXPERTISE:

• Configuration Management
• Service Integration
• Cybersecurity
• Information Security
• Hardware Configuration
• Network Support
• Quality Assurance
• Project Management
• Change Management
• Business Continuity Plans
• Disaster Recovery Plans
• Technical Troubleshooting
• Cost Effectiveness
• Performance Improvement
• Effective Communication
• Customer Relations
• End-User Support
• Client & Vendor Relationships
• Direct and Indirect Sales
• Team Leadership & Adaptability
• Hiring & Recruiting

DOMAIN EXPERTISE

• Information Technology
• Professional Consulting
• Sales Operations
• Telecommunications
• Logistics
• Information System Security

PROFESSIONAL EXPERIENCE:

Confidential, PHOENIX, AZ

SR. CONFIGURATION MANAGEMENT DEVELOPER

Responsibilities:

• Designed, developed and drove the adoption of standards for Instance Based Business Application modeling, handoff and documentation across a targeted set of candidates as a pilot prior to the adoption across multiple organizational verticals.
• Served as a subject matter expert and advisor to the client’s end-users, gathered requirements, coordinated discovery polling, validated hosts, developed models and conducted iterative follow-ups to validate model accuracy and signoff.
• Assessed, compiled, maintained and reported on current modeling standings, metrics and other key performance indicators throughout all phases of project lifecycle.
• Liaised management team and executive stakeholders with the client’s end-users. Effectively coordinated multiple external departments, application owners, developers and solutions architects.
• Championed unparalleled customer satisfaction and displayed exceptional interpersonal skills while maintaining a driven and attentive focus during every internal team, client or end-user interaction.
• Created TQL based modeling and developed customizations on UCMDB’s OOTB CI Types and CI Type attributes via CI Type Manager & IT Universe.
• Performed daily audit validation of several dozen business application inventory trackers against all configuration items resident within the UCMDB. Discovered all types of configuration item’s (CIs) and built the “Business Application to Host” relationship dependencies for impact analyst reporting.
• Conducted daily system assessments to ensure all system components were functionally operating.
• Identified, assisted, and provided recommendations to resolve CI discovery related failures caused by permissions & connectivity issues.

Confidential, GREENBELT, MD

INFORMATION TECHNOLOGY TECHNICAL CONSULTANT

Responsibilities:

• Internal Revenue Services.
• Social Security Administration.

Confidential

PROJECT SUPPORT SPECIALIST | CUSTOMER SUCCESS MANAGER

Responsibilities:

• Provided effective and efficient helpdesk support to both federal and commercial end-users, as well as internal service delivery consultants and staff in adherence to security incident response policies.
• Researched and promptly resolved client issues and filled in for in-house IT services.
• Served as a liaison between the end user, Intact (Proper) and vendor when escalating to appropriate Vendor Solutions Engineers and management personnel.
• Maintained fluid and transparent communication, both verbally and written, throughout all phases of the service request lifecycle.
• Evaluated system and service effectiveness advised and recommended on a wide range of IT issues.
• Assisted colleagues with follow ups, reassignments and overall communication approaches.
• Consistently exceeded expectations for customer satisfaction and displayed exceptional interpersonal skills while maintaining a calm and empathetic demeanor during each interaction.

Confidential

UNIVERSAL CONFIGURATION MANAGEMENT DATABASE (UCMDB) SYSTEM ADMINISTRATOR

Responsibilities:

• Implemented security requirements, facilitated global and local settings and configured security system of System Administrator Accounts. Identified discovery methods available in HP Universal Discovery.
• Performed service mapping of targeted business services providing configuration management support during maintenance windows updates.
• Facilitated configuration management audit schedules, tools and reports, implemented procedures to identify, correct and prevent deviations and ensured high adoption rates.
• Designed and presented data flow management systems’ architecture, concepts, setup and purposes.
• Created business service model using HP UCMDB Modeling Studio to provide a graphical representation of the business unit’s and department’s technical architecture topology.

Confidential

PROJECT CONTRIBUTOR ANALYST

Responsibilities:

• Facilitated, documented, analyzed and enhanced incident, request and change management processes.
• Created, modified and maintained internal process artifacts including Incident Management Procedures, Request Management Procedures and Change Management Procedures documents.
• Served as New Candidate Interview Panel Member for new service offering: On Point. Accepted, denied or continued evaluation of prospective candidates.
• Participated in Career Day events driving company brand awareness and exposure to recent college graduates and heroic veterans into the Information Technology industry.

Confidential

CONFIGURATION MANAGEMENT ANALYST | PROJECT PRODUCT SUPPORT SPECIALIST

Responsibilities:

• Drove the on-boarding of new applications for configuration and change management to the Enterprise Configuration Management System.
• Gathered documentation on configuration items, consulted with subject matter experts for detailed analysis and performed service mapping of all related nodes.
• Created instance-based models using UCMDB Modeling Studio to provide business units with a graphical representation of its overall technical architecture topology.
• Ensured that completed models were approved, tracked engagement activity against a master engagement list and ensured adherence to program documentation and requirements.
• Provided status reports on modeling efforts, on-boarding wave work-streams, specific engagements, etc.
• Developed realistic As Built Architecture (ABA) Application Engagement scope estimates, detailed engagement plans, and engagement forecasting timelines.
• Identified and analyzed all assets and configuration items including hardware devices, operating systems, COTS software packages and configuration.
• Created, edited and maintained Enterprise Life Cycle required milestone artifacts such as new user training guide, information system contingency plan (ISCP) and computer operators’ handbook (COH).

Confidential

DEFECTS/ISSUES/508 COMPLIANCE TRACKER ADMINISTRATOR/DOCUMENTATION

Responsibilities:

• Facilitated, tracked and addressed issues and defects reported by end-users.
• Collaborated with end users, project members, vendor research and development teams in efforts to resolve issues and defects identified by the end users.
• Created workarounds to mitigate issues and defects until a permanent solution was implemented.

Confidential, COLUMBIA, MD

ORACLE PRIMAVERA ACCOUNT EXECUTIVE

Responsibilities:

• Built and maintained a sales pipeline in the Mid-Atlantic territory while cultivating relationships with internal business partners, sales and project management teams.
• Structured deals from assessment to close including software package and future revenue potential through annuitized servicing model.
• Leveraged Salesforce as major marketing tool to establish research data and information for target client list in conjunction with internal marketing and sales support teams and materials.
• Won and expanded market share with C-suite appointments and prospects, managed, mentored and recruited sales team in the region.