SUMMARY:

• He is an analytical, highly adaptable professional manager focused on enhancing IT service delivery management.
• Skilled in aligning end - user needs with long-term resolutions to complex IT challenges.
• Track record of success driving revenue growth and providing excellence to the customer experience.
• Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive and organizational success.
• He has extensive expertise in strategic and operational consultancies, current state assessments, gap analyses, and Lean Six Sigma.
• Hands-on project management including support of full range of IT Service Management processes and solutions. Continually focused on applying best practices to detect, identify, mitigate, and resolve risks.
• In-depth experience of all functions of the major IT service management tools (ITSM), such as ServiceNow® (System Administration trained), Remedy, HP SM9, and CA SD.

EXPERTISE AREA:

• IT Service Management Value
• Summary Customer Support
• Client Relations Focused
• Team Player
• Help Desk Management
• SDLC
• Matrix Management
• ITIL® Service Management
• Problem Resolution
• Relationship Building

TECHNOLOGY PROFICIENCIES:

Applications: Major Enterprise business applications such as CRM, SaaS, PaaS, ERP, EDM, EPIC, SAP, etc.

Databases: Confidential, MS SQL

OS / Software: MS Windows, MS Office, Office 365, LINUX, most Windows applications (Outlook, Visio, etc.).

Networks: TCP/IP, Active Directory, LDAP, DHCP, DMZ, VLAN, Apache Tomcat, etc.

Servers: HP, Confidential and Dell

CAREER PROGRESSION:

Confidential, Thousand Oaks, CA

Senior Service Delivery Manager

Responsibilities:

• He successfully managed services for the Amgen Identity Management ( Confidential ) group which provides administration of digital identity of all users accessing Amgen’s global systems.
• He quickly became an authority using the ServiceNow® ITSM system.
• He provided value added processes with extensive hands on skills in all the ITSM functions including service requests, incidents, problems, change, release management and CMDB (asset management) updates.
• He was accountable for all standard, normal and emergency changes/releases and participation in the weekly CAB and Release Management boards.
• His significance in problem management included RCA documentation and Continual Service Improvement (CSI).
• He reported well received operational metrics to management for all global environments including, capacity management, CMDB health, service improvement, and performance monitoring.
• He’s owned all critical severity incidents and adherence to auditing requirements such as SOX, HIPAA and GPx.
• He always focused on improving users and partners experience while emphasizing data security, availability, integrity, and optimal performance.
• He continually improved the technical staff of twenty one (21) SME’s globally and on-site to ensure Customer success.
• Provided substantial value to the initial implementation of ServiceNow® at Amgen.
• His attention to Customer support excellence consistently exceeded all assigned SLA’s.
• Successful implementation of Confidential and the Shared Access Password Management (SAPM) systems.
• Contributed to successful move of all Confidential infrastructure systems to “ Confidential ” data center eco-system.

Confidential, Los Angeles, CA

Problem Manager

Responsibilities:

• Provided problem life cycle functions consistently exceeding operational guidelines.
• Consistently achieved 100% customer service management quality standards.
• Achieved 2 years of significant reduction in mean time to resolve outstanding problems.

Confidential, Los Angeles, CA

Change Manager

Responsibilities:

• Saved engineering labor costs by reducing unplanned outages 30%/year.
• Transitioned manual Change Management process to Confidential Maximo Service Management System.

Confidential, Reston, VA

Principal Consultant

Responsibilities:

• Served as ITIL SME, assessing data from 165+ VA sites to align IT with organization’s needs, mission, and priorities.
• Defined ITIL model process workflows, roles, and related resources.
• Developed IT performance measurement and implementation plans.

Confidential, Los Angeles, CA

Senior Support Manager

Responsibilities:

• Ensured timely support delivery through onsite field services while directing 19 subject matter experts (SME).
• Increased annual revenue to $38M and achieved significant cost savings by implementing ITIL best practices.