PROFESSIONAL EXPERIENCE:

Confidential

Technical Consultant

Responsibilities:

• System Admin trained
• Implement the Confidential platform to customers

Confidential

Enterprise Configuration Manager/ Remedy Program Manager

Responsibilities:

• Subject Matter Expert for Information Technology Service Management Suite for the IT department
• BMC Remedy tool configuration
• Designed system for both SOX and PCI compliance
• Built Remedy system inside Cloud environment
• ADDM implementation and configuration
• CMDB configuration with all gaming applications and systems dependencies mapped
• Within BMC tool built relationships between Change Management, Configuration Management, Incident Management, and Problem Management
• System to all IT and end users
• Managed budget for all ITSM
• Managed staff of 3 onsite and 9 offshore employees

Confidential

Change Management / Configuration / Quality Assurance Manager / Support Center Manager

Responsibilities:

• Subject Matter Expert for Information Technology Service Management Suite for the IT department
• Configured relationships between Change Management, Configuration Management, Incident Management, and Problem Management
• Created Change Management, Quality Assurance, and Configuration groups and process within IT
• SOX compliance expert
• Developed process to take Service Desk from 48% First Call Resolution to 97.5% FCR within 8 months
• Developed growth plans for staff to grow their own professional careers
• Managed staff of 4 managers and 30 staff
• Managed Vendor relations
• Budget management for all ITSM, Service desk and QA departments
• PCI compliance experience
• BMC Service Desk Express tool configuration
• ADDM implementation and configuration
• Managed and ensured all Configuration, QA, and CM processes are documented and followed for all IT staff
• Trained all IT and end users
• Developed asset management process
• Migrated 3700 people from Lotus Notes to MS Outlook

Confidential

Change Management Manager

Responsibilities:

• BMC Remedy 7.0 configuration
• BMC Atrium CMDB Configuration
• Aligned Configuration Management, Problem Management, Incident Management and Change Management to the business and departmental needs
• Created change management report, chaired and conducted Change Advisory Board Meetings, and had final approval for all changes
• Enforce, track, and control to support SOX and Audit requirements by monitoring change activity pre and post implementation
• Conduct change management
• Written and verbal communication with all IT Personnel including Group VP, VP, Directors, and Managers
• SOX and PCI compliance expert for my area
• Managed staff of 10
• Trained all IT staff
• Budget management for all areas of ITSM

Confidential

Senior Computer Operator Specialist

Responsibilities:

• Maintained a configuration database that had all hardware, software and contracts for Confidential and Confidential
• Installed all new machines and hardware along with running all cables for new machines and existing systems
• Responsible for all hardware vendor relations and was the final approval for all changes
• Project manager for the move project from Confidential to Confidential this included construction and build out of new data center

Confidential

Hardware service specialist

Systems used: BMC Remedy, Mainframes, UNISYS, AS400, UNIX (HP and SUN), NT servers, Networking, Banyan servers, XEROX printers

Responsibilities:

• BMC Remedy configuration
• Problem management, Change Management, Customer service, and Configuration Manager
• Managed Vendor Relations
• Created and maintained a configuration database that had all hardware, software, and contracts for over 1200 machines
• Installed all new machines and hardware along with running all cables for new machines and existing systems
• Working in a fast paced environment, reported all issues to customers, and created documentation for the department.
• Adapting to a constantly changing environment and completing all assigned projects on or before deadlines
• Multi - tasking by downloading and monitoring data of many different systems at one time
• Managed a staff of 4
• Budget management for all areas of IT operations