PROFESSIONAL SUMMARY

• Skilled IT Professional with more than 23 years’ experience in the Technology and IT Management fields and over 12 years in the domestic and international oil & gas industry.
• Repeat successes with ITIL implementations, project management and documented positive performance at all levels of IT Service Management, SI and service delivery at the PMO level.
• Experienced leader in diverse and changing IT environments, with a keen understanding of communications, leadership and management at all levels of any organization.
• Proven ability to implement and manage technology - based solutions for business problems and IT processes.
• Developed and implemented policies & procedures for IT cost reduction and over-all IT service delivery efficiency.
• Excellent written and oral communication skills

TECHNICAL SKILLS

Operating Systems / Platforms: MS-DOS, Windows 3.1, 95, 98, NT 3.5, NT 4.0, Windows ME, Windows 2000, Windows XP (Home & Professional versions), Windows Vista, Windows 7, UNIX, Red Hat Linux & Linux FC, Citrix Metaframe, Oracle, Fusion Middleware, Mercury, PPM, Novell NetWare, Mac iOS, Sun Solaris. (Military Electronic Systems BUC’s, BCS, TAC-Fire)

Networking: LAN, WAN, TCP/IP WINS, DHCP, DNS, PPPOE, PPTP, NIS, SAN, Active Directory (AD), ISDN, DSL, T1, VoIP, Telnet

Security: Checkpoint Firewall 1, iPass, Symantec & NAV systems, VPN, SecurID, McAfee Virus Defense, Trend Micro, Ad-Aware, Spybot, Websense, Cisco PIX, Tarantella, Blue Logic, Orbital

Network Application Software: Remedy, ServiceNow, Network Node Manager (NNM), OVIS, Exchange, Outlook Web Access (OWA), Windows Server, ACE, Altiris, SQL, PeopleSoft, HP OpenView Service Desk, SCOM, SCSM, Crystal Reports, SAP, Ghost, Track-It, Microsoft CRM, BidBase, VERITAS, Oracle, Cognos.

Hardware: Dell, IBM / Lenovo, HP / Compaq, Sun, Cisco, Linksys, Belkin, EMC, Apple / MAC / iPad, Tandy, Acer, Packard Bell, Lexmark, Epson, Toshiba, Sony, ViewSonic, NEC

Programming Languages: Visual Basic, GW-Basic, Pascal, Access, Crystal Reports, and SQL

Desktop Application Software: Microsoft Word, Excel, Outlook, Access, PowerPoint, Publisher, Visio, SharePoint, Adobe, PC Anywhere, Photoshop, Mac Office, Star Office, Microsoft Office Tools, Microsoft Office (all versions), Corel, Lotus & Lotus Notes, CC-mail, Roxio, Nero, ACT, Desk Mate, AutoCAD, Netscape, Netscape Communicator, IE, Firefox

Web: HTML, Dream Weaver, FrontPage, e-Commerce, SharePoint and MaraView

Phone Systems: Cisco VoIP & Call Manager, iPhone, Blackberry, Avaya, Lucent, PBX, AT&T, NEC, Nortel, Panasonic, Samsung, Mitel, and Plantronics

PROFESSIONAL EXPERIENCE

Confidential, SI

Global Service Integration Manager

Responsibilities:

• As an ITIL & ISO SME (subject matter expert) was engaged, via ITSMF relationships, to assist with process improvements for several North American, European and Latin American operational IT support sites.
• Primary business being supported is a world-wide insurance conglomerate. Functional and process areas targeted were: Service Desk, Incident Management, Major Incident Management, Problem Management and Change Management.
• Provide guidance and, in many cases, management on the over-all improvements of the Service Management process; as well as service & design SME for ServiceNow implementations for the America’s and EMEA.

Confidential, Texas

Executive IT Services Coordinator / Incident Management

Responsibilities:

• Global Incident Manager for Marathon Oil Enterprise Services (ES).
• Managed both domestic and international Incident teams; with special service responsibilities to the executive level as part of Service Management.
• Daily focus on IT team, supply-chain and third party vendor end-to-end resolution of Severe Incidents.
• Manage continuous improvement activities by documenting the repeatable / reportable / measureable performance of the IT organization to the business managers.
• Managed End-to-End Incident Management for global IT operations.
• Supervise all levels of executive support from the IT teams.
• Ensure customer satisfactions level are maintained and or exceeded.
• Monitor progress and execution against all SLA’s & business plans.
• Developed the reporting models used by all of IT for CIO & IT Management.
• Continuous advocate of Change and Change controls at all IT levels as part of the CAB.
• Reporting in both verbal and written form to the C-level Executives of the company.
• Managed Apple device roll-out to all execs & board of directors, iOS Project.
• Project coordination site-survey / foot-print blueprint model for pre-made build out of new upstream sites (e.g. platforms, rigs, wells, etc.) for international & domestic locations.
• Led and or assisted with global projects for procurement, process improvement, hardware, ERP/SAP application upgrades, SOA and multi-vendor sourcing of support.
• Project coordination on Cisco VoIP global conversion.

Technical Proficiency

Confidential

Responsibilities:

• Daily, weekly and monthly enterprise wide assessment and reporting on ITSM.
• Employ pro-active strategies to better support those that consume IT services.
• Coordinate with team managers on quality of services, with a QA approach.
• Support and Incident resolution on SAP project upgrade & HR ERP coordination.
• ServiceNow implementation project; Incident & Problem process owner.
• Engaged to spear-head a multi-million dollar improvement project to remediate the antiquated Service Management procedures at Marathon Oil Corporation, implementing ITIL based best practices to enhance the service delivery to the customer.
• Upgraded the Help Desk to a full Service Desk function (inclusive of updating the tool sets for improved measurement & reporting); standing up the initial phases for a full ITSM integration.
• Through extensive cost-saving business improvements and adding a more end-to-end service delivery model, these collaborative efforts helped Marathon’s IT department realize a 174% improvement on SD efficiency in less than a year; realizing continued improvements, cost savings to the infrastructure and an over-all customer satisfaction improvement of close to 90%.
• By the end of the sixth year, of a seven year contract, was able realize a profits on the contract (for the first time). These ITSM improvements allowed the Marathon Oil Service Desk to achieve repeated ISO certifications.
• Coordinated team efforts, measuring performance against SLAs and KPIs.
• Constant assessment of service fulfillment and business customer satisfaction.
• Facilitate the resolution of Major Incidents and integrate with Problem elimination through effective RCA resolutions and enhanced Change controls.
• Notify, escalate and communicate to senior management on the status of the IT environment, project development and architecture in relationship to SOW.
• ITIL & ISO SME and coordination on business / customer facing solutions.
• Supply-chain and cross functional IT management.

Confidential, HOUSTON, TEXAS

Service Level Management Analyst

Responsibilities:

• Led and assisted with the SLM development, population, and maintenance of a detailed catalogue of services offered by Service Management (SM). Documented all new or changed services to ensure conformance to the processes described within the Service Catalogue Project. Crucial role in the deployment of the SLM maintenance and improvement projects for all BP sites. Utilized the Service Catalog and CMDB to facilitate agreements on (SLM) service requirements for the different global BP customer groups; as well as negotiating service targets with the global and BU-specific clients by producing SLA’s, OLA’s and 3rd Party Under-pinning Contracts (UC’s).
• Project coordination with onsite teams and third-party vendors to enhance BP’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.
• Led investigation of service failures for SM DCT teams, via constant review of the SLM process to identify and implement service improvements.
• Delivering all SLA’s, OLA’s and UC’s for Houston BP regional service operations and ITSM via the creation of updated SLM documentation, and cost models for ITS.
• Assisted with the Service Implementation process, functioning as temporary BP SIM.
• Provided all input and research for phase-1 of the Remedy Upgrade Project and, as a key member of the Service Catalog & Remedy v7 Research team. Functioned as an international co-project manager for the service model implementation.

Confidential, Houston, Texas

It Desktop Support Supervisor

Responsibilities:

• Manage all Desktop and Helpdesk support for Houston operations, coordinating technical support teams for the support of upwards of 3500 internal users, maintaining high performance standards and analyzing / monitoring operations to affect continued improvement and efficiency; working closely with Network & IS managers to enhance performance service delivery times.
• Managed all Helpdesk and Desktop support staff.
• Facilitated the testing and migration teams for system (hardware & software) upgrades.
• Ensure that all operations met ITIL & ISO standards.
• Support of 500+ field tech’s; monitoring performance for improvement recommendations.
• Maintain & manage all SLA’s for Houston TWC computer support and maintenance.
• Security Management, for both user population and IT support staff.
• Managed all “on-call” support schedules for Houston based IT staff.
• Managed the IT project converting Time Warner to Comcast for all of Houston Ops.

Confidential, Houston, TX

IT Service Manager / Service Desk Manager

Responsibilities:

• Incident and Service Request Manager for global onshore & offshore seismic teams, vessels & rigs, land-based corporate operations and domestic and international data centers.
• Led project efforts to build out an ITIL based global service management model.
• Integral role in SLM development and SLA process with the global business units.
• Developed & implemented the PGS global Service Desk process; managing services in the US, UK, Norway, Southeast Asia and Australia (75% improved customer satisfaction in first year).
• Successfully coordinated projects that converted most Sun / UNIX systems to Linux OS and Apple iOS, for the running of the PGS Holoseis 3D software.
• Managed procurement and IT asset budgets in excess of $10mil.
• Cross functional IT team, vendor and supply chain management.
• Reported directly to the VP & CIO of IT, managing all global ITSM processes.
• Global PBX to IP PBX and Cisco VoIP conversion project coordinator.