SUMMARY:

• ITIL Certified Service and Support Professional (Engineering Manager, Help Desk Manager, Major Incident Manager, Problem Manager, Configuration/CMDB Manager).
• Passionate and quality - focused implementation specialist (Business Analyst, Help Desk Architect, Process Improvement Specialist and Solutions Consultant) with in-depth knowledge and diverse perspectives related to the planning, development, implementation, administration, maintenance, and ongoing operations of IT support systems in manufacturing and distribution, software development, government, academic, healthcare, and insurance verticals.
• Microsoft, Cisco, Remedy ITSM, CompTIA Security+, CompTIA Advanced Security Professional (CASP), and ITIL Foundation certified professional (ITIL®v2 and ITIL®v3) providing customer service, application development, support, and best practice solutions to a global community in extremely demanding enterprise environments.

AREAS OF EXPERTISE INCLUDE:

• Asset Management
• Change Management
• Configuration Management/CMDB
• Business Analysis
• Documentation/Training
• Software Implementation
• IT Service Management
• ITIL (ITIL®v2 and ITIL®v3)
• Process Design
• Help Desk/Service Desk
• Desktop Support
• Problem Management
• Project Coordination
• Major Incident/Crisis Management
• UAT / QA
• System Management
• System Imaging
• Software Distribution & Licensing
• Continuous Service Improvement
• Security Management

ITSM TOOLS AND TECHNOLOGIES:

• Remedy ITSM (7.x/8.x/9.x)
• Remedy AR System (7.x/8.x/9.x)
• Atrium 2.x
• HP Service Manager
• Service Now
• VMware
• Citrix
• IBM TADDM
• Microsoft SMS
• Microsoft System Center Configuration Manager (SCCM)
• ManageEngine
• SysAid
• Altiris
• SQL
• Oracle Purchasing & Order Management

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Provide system engineering and analysis support for Confidential Remedy ITSM, Remedy Analytics, Remedy SLM, Remedy SRM, and Remedy RKM for the Army enterprise including installation, integration, maintenance, Tier 3 support and process governance.
• Provide governance to the Incident and Change Management Process and the Remedy ITSM infrastructure.
• Provide recommendations and guidance in regard to changes in processes, configuration, software, and hardware, as needed.
• Provide engineering, test and evaluation, and operational, post deployment and life-cycle support of the Army Enterprise ITSM, Remedy Analytics, Remedy SLM, Remedy SRM, Remedy RKM, Confidential Performance Management (BPPM) Suite and Confidential Remedy Analytics and Dashboards as deployed in all theaters.
• Interface with IT management, specialists and engineers throughout all echelons of the LandWarNet in support of Incident/Change/Problem/Configuration/Asset Management and CMDB.
• Provide training and guidance in response to customer needs.
• Provide scheduled and ad-hoc reporting.
• Identified and implemented templates, documentation and training for standardized system changes for the infrastructure engineering team.
• Recommended and implemented scheduled service interruptions to release and deploy changes. Standardizing the changes and implementing scheduled interruptions helped to improve efficiencies within the process.
• Documented system engineering procedures for Change and Incident Management processes. These procedures were incorporated into the ESMS Change and Incident Management plans and the ESMS Capability standard procedures.
• Implemented the use of Tasks and Task templates within the Change Management process enabling the ESMS team to became more effective in managing changes that require cross-functional coordination for the successful execution of activities across ESMS team functions as well as across organizations.
• Improved the ESMS Team’s Release and Deployment Management Processes to initiate and track activities of releases that require work contributions from RCC-C (external organization), ESMS Engineering sub team, ESMS Capability Management sub team, and the ESMS Data and Application development team.
• Contributed to the ESMS Capability Continuous Improvement Process through gap analysis and solution design improving the integration of the ESMS ChM team with the DODIN-A ChM team.

Change, Asset & Configuration Manager

Confidential

Responsibilities:

• Developed asset and configuration management standards, plans and procedures.
• Designed workflow along with process and procedure details for all in-scope ITIL processes.
• Managed all Infrastructure Changes in an Agile/DevOps environment
• Created desired state documentation, technical reference materials, and user guides supporting short and long term ITSM solutions
• Partnered with tools teams in monitoring the performance and capacity of existing asset and configuration management systems (CMDB) and identified and recommended, and implemented improvement opportunities.
• Developed reporting built around asset and configuration management metrics, KPI's and dashboard elements.
• Performed on-going asset validation routines to ensure data integrity and accuracy.

Sr. Professional Services Consultant

Confidential

Responsibilities:

• Led and contributed in small teams comprised of Confidential, partner and customer resources at client sites to deliver required outcomes and produce additional business with Confidential clients.
• Primary focus on ITIL based Service Desk (Remedy Incident/Problem Management), Change Management, Release Management, Configuration Management, Asset Management, and Service Level Management. Responsibilities and accomplishments include:
• Designed and implemented Remedy v7.x Service Desk (Incident/Problem Management) and Confidential Remedy v7.x Change/Configuration Management/CMDB tools and processes in line with business requirements, product functionality, and the ITIL framework.
• Contributed to and led development of client deliverables such as SOW, Solution Requirements, Gap Analysis, and Solution Design documentation for ITSM implementations.
• Developed QA test plans and customer-centric Use Cases. Conducted functional and user acceptance testing (UAT) and monitored the overall testing process to ensure that business results were adequately tested and any risks were known and acceptable.

Sr. Manager of End User Computing

Confidential

Responsibilities:

• Managed, trained, and motivated local and remote staff responsible for all levels of application support, system imaging, configuration, and distribution of all laptops, desktops, servers, and peripherals to over 5000 globally distributed systems in a Microsoft Server/Active Directory/Exchange/Outlook environment.
• Developed and monitored Change Management processes and Service Level Agreements (SLA) in order to provide oversight and reporting to executive management.
• Set bonus goals, developed individualized training plans, and provided performance reviews for staff of 16 Junior and Senior System Engineers.
• Technical liaison to global Finance, Marketing, Pre-Sales, Sales, Client Services, Training, Engineering/Development, Customer Support, and Purchasing groups.
• Worked with executives, managers, and team leaders to assess needs, recommend strategies, and implement solutions (people/processes/technologies) to provide best of class solutions and support for diverse employee groups throughout the company.
• Authored and maintained technical documentation, policies, and procedures, and training materials to align department processes and activities with corporate initiatives and goals.
• Managed on-time, on-target projects defining customer requirements, implementing solutions, and providing application support for individual business units.
• Liaised with purchasing department and vendors to develop processes and workflow to assure on-time delivery and distribution of all computer hardware and software.
• Designed, implemented, monitored, and improved technology standards, and corporate policies and procedures for equipment receiving and distribution, asset management, and application support.