SUMMARY:

• 20+ years MIM experience with companies sizing from 100 to 100,000 employees globally, in retail, travel & banking
• A focused MIM when under pressure making fact - based decisions & acts confidently to restore services.
• Leader of major incident via bridge calls & war rooms with technical teams, business partners, vendors and C-levels.
• High EQ that helps manage conflicts across internal and external teams, striking a balance that produces restored services.
• Quickly, rationally & effectively push IT teams to resolve High Priority incidents; “own the call & control the chaos”
• Responsible for clear and concise communications on major incidents to IT, business and C-levels.
• Broad based infrastructure, security and network knowledge enables me to ask the right questions & steer the activities.
• Manages the technical troubleshooting, restoration and communications response of incidents to millions of impacted users
• Willingness to admit failure & be wrong, not letting ego get in the way of completing the task at hand.
• Stellar track record of improving uptime for services; increasing stability, efficiency & profitability.
• Continual Service Improvement by leading deep dives into RCA reviews with IT partners, reducing MTTR for incidents.
• Continuous awareness during major incidents of possible security, governance & compliance regulations, to avoid breaches
• Always maintaining a certain calmness over the bridge calls & never jumping to conclusions, gaining respect from IT peers

SKILLS:

Operational Software: ServiceNow, HP BSM, Cherwell, BMC Remedy, VM Horizon Team Foundations Server

Monitor & Alerting: HP SiteScope, HP ITSM, LDRPS, Splunk, Dynatrace, Mir3, SunGard, Riverbed, SolarWinds, Nagios

Financial Applications: CRD IMS, Latent Zero, OMGEO, CTM, Eagle PACE & PACE, DST, SunGard, & Advent

Functional: Office 365, MS Project, MS Visio, Oracle, SQL Server, SharePoint

Infrastructure: Windows OS, Unix, Linux, Redhat, VMWare vSphere, Dell/ EMC, NETapps, Hitachi, RackSpace

Knowledge: Load Balancing, Data Mining, Disaster Recover, High Availability, Failover, Clustering, Cloud, Business Continuity

PROFESSIONAL EXPERIENCE:

Confidential, Orlando, FL

Senior Root Cause Analyst

Responsibilities:

• Worked with Confidential & Operations to identify root cause during live major incidents, to eradicate the cause of incident.
• Developed reports to quickly identify gaps in problem task completions, process breakdowns & repeating pain points.
• Mentored staff to use 5 whys, Fishbone, Pareto & Ishikawa methods, to solve root cause & identify contributing factors.
• Assisted staff in identifying the “useful vs garbage” data for new ServiceNow instance.

Confidential, Orlando, FL

SR Service Delivery Manager

Responsibilities:

• Delivered Quarterly Business Account Reviews presentations to Client C-Levels highlighting key metrics from ServiceNow
• Directed Incident Management activities for assigned clients; engaging appropriate staff & vendor resources.
• Participated in RCA’s activities for continuous improvement initiatives, MTTR reduction, and performance enhancements.
• Managed Clients Change, Incident & Request tickets from their ITSM system integrated with Confidential ’s ServiceNow.

Confidential, Orlando, FL

Senior Manager of Incident, Problem and Change

Responsibilities:

• Responsibility for defining KPI’s to drive the root cause analysis activities by finding, defining and implementing permanent solutions, and tracking all action items to completion.
• Ultimately responsible & ownership for end to end Major Incident Management activities for P1/2 & Root Cause Analysis
• Drafted and delivered all companywide emergency notifications for Business Continuity and Priority 1 incidents.
• Presented monthly to entire company operational performance with an emphasis on continuous service improvement.
• Leader Change Management process & CAB meetings, increased reporting of changes by 200% within 3m of ownership.
• Was Business Continuity leader for P0 incidents; data center failovers, evacuations & relocations during adverse weather.

Confidential, Framingham, MA

Senior Manager

Responsibilities:

• Built and managed onshore and offshore ITIL process teams in delivering the highest level of global IT services.
• Enhanced team’s reputation, reliability and standing in company by continuous use of repetitive methods solving and resolving issues.
• Maintained & delivered clear/concise communications on incidents & problems, then creating useable knowledge articles.
• P1 Global Crisis leader for “Black Friday”, managed over 200+ people on war room bridge for OMS & supporting vendors.
• Reduced MTTR over 40% in 3 months by defining meaningful KPI’s to measure against in ServiceNow.

Confidential, Boston, MA

Service Director

Responsibilities:

• Built and led world-class internal user experience in IT services support all global users.
• Responsible for maintaining, securing, budgeting, hiring support staff and supporting for over 2k users.
• Designed & implemented a user-friendly and effective incident management program through selective and timely communications and dashboarding.
• Directed a team of 10-14 Team Leaders, Engineers, and Service Desk Technicians.
• Customer Service. Supported a dynamic customer base of 600+ with 24/7 global support at multiple sites.
• Configured CMDB in ServiceNow to improve end-users’ experience, resolving problems faster use linked knowledge articles to CI’s.
• Initiated training practices and programs that improved morale and productivity, achieving a 0 staff turnover rate.
• Decreased number of end-users’ repeated issues by 75% from 2 days to less than 2 hours by creating a KB based TAGs.

Confidential, Boston, MA

Manager of Services, ServiceDesk, Incident, Problem and Change

Responsibilities:

• Led all Confidential critical incidents for IT, C-levels, and Business Lines, for infrastructure, security, network & applications.
• Executed 1st firm-wide Incident Management & Communication Process, rapidly reducing the MTTR by 50% in 6 months
• Automated user requests by prioritization, classification, escalation, and department assignment of ServiceNow tickets
• Triaged over 12K+ requests per-year with an average MTTR of 15 minutes with a limited staff, exceeding SLA goals
• Coordinated and facilitated all changes, releases, and installs of management processes in accordance with guidelines.
• Reduced recurring problems by more than 85% in 6 months through root cause analysis.
• Implemented swift and effective processes & workflow designs used in ServiceNow improving users overall IT experience .