SUMMARY:

• Extensive managerial experience of creating, implementing, maintaining and managing the processes and tools of all IT Service Management disciplines under ITIL V2 and ITIL V3, using the guidance of CMMI, COBIT and AGILE in world - wide IT environments.
• I have demonstrated the ability to interact and persuade successfully with both internal and external customers, financial, technical and development groups, and day-to-day dealings with C-level Senior Management.
• I also have significant accomplishments in turnaround situations, team-building, strategic planning, cost savings and project management in.
• Data Center Management operations consisting of the relocation and creation of data centers, design and applications development in major financial services companies.

PROFESSIONAL EXPERIENCE:

Confidential

Lead IT Specialist

Responsibilities:

• Responsible for managing all aspects of the VIP Dashboard and Reporting including availability, problem solving, coding enhancements, implementations, creation of reports, creating and producing metrics, dashboard, management of releases to production, testing, backlog grooming, and scheduling of releases to production.
• Responsible for managing GCIO Consulting application team to perform all enhancements and implementations of coding, enhancements, releases to production under the guidance of AGILE.
• Responsible for managing team of 5 VA Management Analysts and 8 GCIO Consultants who are responsible for all aspects and the management of the VIP Dashboard and Reporting teams.
• Perform under the guidance of AGILE methodology, enhancements, programming, and creation of the VIP Dashboard.
• The VIP dashboard is the tool responsible for managing all IT projects and recording all IT costing, releases, contracts, and status of all IT Projects and reporting to Sr. Management in a real time reporting.

Lead IT Specialist

Confidential

Responsibilities:

• Provide technical input and support for the Executive Director, Confidential, with special emphasis in incorporating Information Technology Library (ITIL) principles into Confidential areas of responsibility.
• Also provide technical support to Confidential for planning, directing and managing existing and new organizational processes.
• ITIL Subject Management Expert (SME) and Project Manager for ITIL implementation into VA OIT. Work with consulting company and all areas within VA OIT to lead, create and document the process for all ITIL processes (Change Management, Incident Management, Problem Management, Service Request and Fulfillment Management, Access Management, SLAs, Knowledge Management, Demand Management, Service Catalog, and reporting metrics for the ITIL process.
• Lead all workshop with all OIT areas to obtain the as-is status and create and get approval for a process that will fit all areas to use as a centralized and standardized process.

Supervisory IT Specialist

Confidential

Responsibilities:

• Serve as Service Management Process Officer for Information Technology (IT) responsible for leading the evaluation, design and continuous Service Improvement of Enterprise-Level Information Technology processes utilized in the development of Enterprise Operations and Field Development (EO&FD).
• The Service Management Process Officer manages the Enterprise Process Group by which Enterprise Operations and Field Development processes are designed, developed, tested, and implemented, and ultimately affects the delivery of Veterans’ benefits and complex medical services.
• As the technical authority, the incumbent works closely with Executive EO&FD Managers and Executive Directors on issues related to IT process design, implementation, evaluation and Continuous Process Improvement.
• This assignment requires heading the application of IT process engineering and automated IT software tool sets skills to ensure proper and effective prioritization of process-related efforts to support continuous process improvement.
• Lead the development and implementation of the IT process strategy and framework for EO&FD, providing oversight to ensure that VA s strategic plans, mission, vision, and values are integrated into Business Operations strategies, goals, objectives, processes, work products and services
• Lead the engineering, implementation, evaluation and continuous improvement of Enterprise Operations and Field Development IT process efforts via which VA software solutions are designed, developed, tested, and implemented.
• Maintains a mastery in - depth knowledge of process management software tools used to support of IT process design and implementation
• Use project management skills and techniques to oversee the implementation and process improvement efforts
• Lead, trains and mentors technical workgroup (TWG) members, subject matter experts (SME) and external customers in regard to process management methodologies, procedures and automated tools
• Serves as technical advisor to TWGs on academic and applied IT process models and best practices.
• As subject matter expert, provides guidance to process deployments using established baselines; monitors outcomes for impact on existing processes, provides assessments and recommends changes to pilot and established process efforts.
• Serve as a subject matter expert on IT Service Management. Lead the effort to integrate the work of other IT departments outside of EIE in support of the standardization of IT Service Management processes.
• Advise senior management on urgent or complex issues.
• Ensure that quality standards, tools and techniques governing all aspects of IT process engineering are defined and implemented across the system with the goal of ensuring standardization and optimization of components.
• Serve as the subject matter expert to the process performance measurement program. Leads the efforts to gather the methodology, evaluate and improve process effectiveness and maturity.
• Contribute to the EO&FD Process Asset Library (PAL) by housing IT process artifacts for utilization enterprise-wide and the change management of PAL assets.
• Ensure appropriate documentation is developed to ensure usability and effectiveness of processes from the process engineer and customer prospective.
• Facilitate the effective exchange of information between stakeholders and all interested parties by sponsoring meetings and teleconferences, and coordinating sessions to ensure that all critical parties are informed of, and involved in, key IT process decision-making activities.
• Attend and/or sponsors meetings, training sessions and other appropriate forums to facilitate process information exchange with stake holders and all interested parties.
• Perform effective coordination and integration of all areas of responsibility within a geographically dispersed environment.
• Maintain a broad knowledge of methods used in an interactive and interpretive computing environment.
• Keep abreast of emerging technology trends, enterprise operations and infrastructure projects and activities, application packages and activities in the information technology/information management community, as well as current developments in operations systems, data base management systems and equipment related to the supported systems in the VA IT environment.
• Undertake Enterprise Operations & Field Development assignments of a special or critical nature. Conduct special studies and analyses that may have national impact and priority. Evaluates the impact of changes in business needs on current VA IT processes, conducts feasibility studies, identifies solutions, and presents recommendations to senior management.
• Utilize experience, discretion, judgment and knowledge in developing and revisiting IT process program guidance for national programs impacted by changing requirements, legislative and business drivers, and/or emerging technologies.
• Protect printed and electronic files containing sensitive data in accordance with all applicable laws, federal regulations, VA statutes and policies. Protect data from unauthorized release or from loss, alteration or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc. as put forth in the computer access agreement signed by the employee.

Confidential, Brooklyn. New York

Consultant

Responsibilities:

• Support day to day activities related to Release Management, Change Management, Problem Management, Service Level & Availability Management
• Support the design, enhancement & maintenance activities of ITIL - based / ITSM processes (e.g. Release, Change, Configuration, Problem, and Service Level Management, etc.)
• Provide subject matter expertise in Release Management, Change Management, Problem Management, Service Level & Availability Management
• Work on assessments, implementations and validations for Service Management processes from design to delivery
• Must have recent experience with the creation, implementation and management with the IT Infrastructure Library (ITIL) and IT Service Management processes (ITSM).
• Must be knowledgeable of the ITIL Processes that relate to ITSM and have an understanding of how to develop the ITIL Framework into a cohesive set of processes
• Three to five years managerial experience with Service Support and/or Service Delivery, including knowledge of process creation and development methodologies
• Two to three years experience working in IT Operations, Network Operations Center, or a Service/Help Desk environment is a plus
• Additionally, a working knowledge of industry standard ITSM tools (i.e., HP, BSC, CA, IBM, or others) is desired
• Skills & Qualifications Requirements
• Bachelor's degree preferably in technical field
• Experience with ITIL based Service Management tools
• Resilience and resourcefulness when solving problems
• Excellent communication and interpersonal skills
• Ability to define problems, collect data, establish facts, draw valid conclusions, and create solutions to related problems

Confidential, Livingston N.J, Parsippany, NJ

Director, Change, Configuration and Problem Management

Responsibilities:

• Direct and manage the Release Management, Problem Management, Change Management and Incident Management processes submitted for completeness and adherence to procedural and documentation standards. Determine AIGT’s long-term needs and hardware acquisitions to accomplish its business objectives.
• Direct the overall operations of the Release Management, Change Management, Problem Management and Configuration Management units, and the Service Automation unit which are responsible for the system configuration of the HP/Peregrine ServiceCenter tool and AssetCenter Management tools, and Remedy ARS system.
• Enhanced and upgraded the Problem Management, Incident Management, Change Management and Configuration Management tool and processes to use ITIL V2 processes, and Peregrine v6.1 and Remedy ARS 7.0 tools.
• Created and implemented and Release Management process working with the business units to perform scheduled application releases using industry wide PMIBOK standards, and SDLC processes..
• Responsible for reviewing 500 -600 changes a week using the HP/Peregrine Change Management tool and Remedy 7.0.
• Created and implemented a new Configuration Management Database tool, using HP/Peregrine ServiceCenter, and process, and later integrated the Change Management module with the CMDB.
• Chair the daily and weekly Change Management meetings and morning Operation Turnover meeting,
• Implemented the Problem Management process that has decreased the number of problems in the organization by 22% with follow-up and recommendations from the Problem Management unit.
• Renegotiated new Service contracts with vender
• Responsible for sun setting outdated tools and migrating them to new tool

Director Production Services

Confidential

Responsibilities:

• Direct and manage the application change process submitted for completeness and adherence to procedural and documentation standards. Determine Confidential ’s long-term systems needs and hardware acquisitions to accomplish its business objectives.
• Direct the overall operations of the Production Services staff
• Develop methods to document and improve the workflow for the production services group
• Direct ongoing development and implementation functions leading to improved efficiency.
• Maintain the availability of production systems.
• Research production problems and initiate corrective actions where appropriate.
• Manage input/output control, quality review and develop and enforce production standards to ensure the integrity of processes and databases as well as the quality of the output.
• Generate weekly/monthly reports of production systems errors.
• Review new or modified applications submitted for production for completeness and adherence t procedural and documentation standards.
• Manage staff to ensure alignment of activities with organization goals. Identify and resolve issues. Establish, develop, implement and review department policies and procedures.
• Manage, track and report production systems hardware capacity utilization, performance and upgrade plans.

Confidential, New York, NY

Director, Production Change Control Management

Responsibilities:

• Created successful business partnerships to develop corporate-wide strategies and processes in multiple sites.
• Created, implemented and institutionalized a corporate-wide Problem and Incident Management system and strategy using Peregrine ServiceCenter used in three help desk centers in three different locations.
• Created, implemented and institutionalized a corporate-wide Change Management system and strategy using Peregrine ServiceCenter used in multiple sites.
• Integrated the Change and Problem Management systems to assist in minimizing outage to the user communities, and help quicken problem determination methodologies.
• Chaired a Daily Change Management meeting, consisting of 50 associates from all IT areas in all locations across the country, to discuss and approve all upcoming change to the production environment.
• Evaluate financial and administrative system opportunities and recommend strategies, platforms and interfaces.
• Managed a $4 million budget responsible for all software and hardware purchases, all consulting expenses and staffing needs for the unit.
• Initiated and executed multiple innovative methodologies, financially and system oriented, which increased accuracy and efficiency by an average of 50%. (Converting ServiceCenter proprietary database to Oracle).
• Manage the Data Center operations in three sites responsible for a 24x7x365 shop for processing of all test and production batch related jobs, tape and cartridge processing, nightly data and database backups, DASD management, print pool responsibilities and system maintenance.
• Responsible for all physical activities of the Data Centers including implementing new security devices, handling all security issues, water and fire detection and prevention devices, all power related issues, infrastructure issues, making sure that all UPS, HVAC and A/C devices were monitored and reviewed on a constant basis. Made recommendations and corrections and implement changes as needed.
• Coordinated the project for the installation of a new data center in Denver, which was then used as the test environment and the Disaster Recovery site on a 24x7x364 basis.
• Coordinated the movement of the entire production Data Center from New York to Charlotte, which included 500 servers and 2 mainframe CPU’s.
• Implemented a “near time” R/O operational recovery system strategy, at a remote site, used for the purpose of instant switching of the online environment in the event of a system outage to the production environment. Would be able to go to a R/W environment in the event a disaster was declared.
• Implemented new automation monitoring tools (TIVOLI, BMC, Managed Objects) to proactively monitor the data center activities and online environments to assist in minimizing outages to the online environments and systems, and to help aid in problem determination and quicken problem resolution.
• Reduced the head count of data center/command center from 70 operators to 30 operators within 2 years, and continued to operate a 24x7x365 shop, and keep response time for the online environment to <1second and system availability to >99.9%.