PROFESSIONAL SUMMARY:

• Skilled IT Professional with more than 20 years of experience in Information Technology, IT Management and ITSM Consulting fields and over 14 years in the both the domestic and international oil & gas industry.
• Repeat successes with ITIL implementations and documented positive performance at all levels of IT Service Management (ITSM), Service Integration and service delivery at all Program levels.
• Developed and implemented policies & procedures for IT cost reduction and over - all IT service delivery efficiency and service capability aligned with CSI (Continuous Service Improvement).
• Digital Service Management contributor and consultant to energy sector companies.

PROFESSIONAL EXPERIENCE:

Confidential, HOUSTON, TEXAS

Infrastructure & Platform Manager (CTI Contract)

• Completed 6 month ServiceNow CMDB implementation project in 5 month due streamlined process improvements and corrective IT collaborations.
• Managed the ServiceNow PaaS support transition from a multi-vendor contract to 100% offshore solution.
• Guided vendor engagements on Incident, Change and Configuration Management process improvement.
• Providing governance on ITIL / ITSM process improvement efforts with international operations.

Confidential, HOUSTON, TEXAS

Senior Corporate Account Manager

• Implemented new procedures on status reporting and stability of project oriented design efforts.
• Established the Global Services PM processes and methodologies for the IT community, ensuring timely delivery on team Projects and aligned with BU requirements; completed 100% within budget and to customers’ expectations.
• Coordinate with all Program Managers, Senior Management and business community partnering to identify and prioritize opportunities for more effective IT utilization.
• Provided objective and independent counsel, consultation and risk management support in strict harmony to the AIG global financial services risk frameworks and tools.

Confidential

Global Service Integration Manager

• Engaged by Global IT Service Management team to contribute on global process improvements for several North American, European and Latin American multi-tenant IT support sites.
• Primary point of contact for global ServiceNow SaaS Service Integration project.
• Integration targeted areas were: Service Desk, Incident Management, Major Incident Management, Problem Management and Change Management for multi-national offshore service teams.
• Provide guidance and management on the overall improvements of the IT Service Management process; as well as ITSM platform (PaaS) service tooling design SME for ServiceNow implementations for the America’s, Europe, Middle-East and Africa (EMEA).

Confidential, HOUSTON, TEXAS

Executive IT Services Coordinator

• Managed End-to-End Incident Management for global IT operations; managing both domestic and international Incident teams; with special service responsibilities to the executive level as part of Service Management.
• Coordinator on continuous improvement activities by documenting the repeatable / reportable / measureable performance of the IT organization to the business managers; inclusive of the company split and transition to exclusively E&P Company via ITSM SaaS.
• Partnered in the overall ITSM improvement and global process alignment for all Upstream and Downstream O&G (Oil and Gas) enterprise operations.
• Conduct UAT (User Acceptance Testing), inclusive of internal and external penetration tests with Cyber-security approved network monitoring tools.

Confidential, HOUSTON, TEXAS

Service Level Management Analyst

• Collaborated with the SLM development teams on maintenance of Confidential ’s detailed catalogue of services offered by Service Management (SM).
• Documented all new process and remediated SLA’s to ensure conformance to the processes described within the Service Catalogue Project.
• Project coordination with onsite teams and third-party vendors to enhance Confidential ’s service catalog and IT services portfolio offering.
• As part of SLM project improvement, delivered new and improved service contracts for key support vendors of the trader organization.
• Delivering all SLA’s, OLA’s and UC’s for Houston Confidential regional service operations and ITSM via the creation of updated SLM documentation, and cost models for ITS.

Confidential, Houston, Texas

IT Desktop Support Supervisor

• Managed 15 Helpdesk and Desktop support staff.
• Ensure that all operations met ITIL & ISO standards.
• Support of over 500 field techs; monitoring performance for improvement recommendations.
• Maintain & manage all SLA’s for Houston TWC computer support and maintenance.
• Managed all “on-call” support schedules for Houston based IT staff.

Confidential, HOUSTON, TX

IT Service Manager / Service Desk Manager

• Incident & Service Request Manager for the global onshore and offshore seismic teams, vessels & rigs.
• Implemented ITSM global integrated services based on an ITIL methodology.
• Integral role in SLM development and SLA process with the global business units.
• Managed support personnel and service providers to the global Petro-tech & Geo-physical service environments (onshore, offshore, land, rigs and vessels).
• Managed procurement and IT asset budgets in excess of $10mil.

TECHNICAL SKILLS:

Operating Systems / Platforms: Windows OS, UNIX, Linux, Citrix, Oracle, Mac iOS.

Networking: LAN, WAN, DHCP, DNS, PPPOE, PPTP, NIS, SAN, Active Directory (AD), VoIP.

Security: Symantec, McAfee, Trend Micro, Checkpoint, VPN, Websense.

Network Application Software: ServiceNow, Remedy, Exchange, OWA, Windows Server, Altiris, SQL, OpenView, SCOM, SCSM, Crystal Reports, SAP, Track-It, Microsoft CRM, Cognos.

Hardware: Dell, IBM / Lenovo, HP, Apple / MAC / iPad, Toshiba, Sony, ViewSonic, NEC.

Desktop Application Software: Microsoft Office, Mac Office.

Web: HTML, eCommerce, SharePoint.