SUMMARY:

An analytical and results - driven IT professional with a demonstrated track record of achievement in IT service management ( Confidential and ITIL) assessment and implementation, service and Confidential architecture, project/program management, Business Analysis, Agile/SCRUM methodologies, budget management, service cost modeling, and service-level management. Proven aptitude in risk and compliance management, Confidential and PMP training, software development lifecycle, needs assessment, vendor relations, proposal writing and ISO 9001, 20000 and 27000 Implementations. Extensive expertise working across various industries, including finance, higher education, technology, non-profit, federal contracting, and retail/eCommerce.

EXPERIENCE:

Confidential, Charlotte, North Carolina

Senior IT Consultant

Responsibilities:

• Developing and maintaining solution architecture for enterprise wide Confidential transformation project developing solutions to align with business needs.
• Managing a project as part of the leadership to overhaul and restructure the group. Providing system and technology recommendations based on strategic goals and roadmaps.
• Working with all levels of stakeholders to understand requirements and develop architectural diagrams and definitions to enable a clear understanding of conceptual, logical and physical views of the solution.
• Tasked with developing an integrated approach for inter-department coordination. This entails defining and documenting processes, roles & responsibilities, triggers and outputs to streamline and enhance architectural service offerings.
• Providing leadership in developing Architecture as a Service model from planning, developing a project plan, through implementation.

Confidential, Ashburn, Virginia

Associate Director

Responsibilities:

• Directed Confidential Operations and Service Portfolio Management teams responsible for PPM and Confidential tools.
• Led implementation of Remedy Confidential tool suite, standing up configuration management and problem management as well as migrating change and incident management from legacy system into new one.
• Spearheaded effort to modernize service portfolio in new Confidential tool and served as project owner for replacement of project and portfolio management tool.
• Delivered both projects on schedule and on budget.
• Worked with senior management to develop and implement strategic roadmap for Confidential initiatives such as service portfolio maturity, service monitoring and event management, configuration management maturity, and Confidential tool and process maturity.
• Interfaced throughout all levels of the company, acting as the conduit between senior management and operational staff.
• Worked with other senior managers to develop budgets for department.

Confidential, Vienna, Virginia

Deputy Program Manager and Chief Architect

Responsibilities:

• Functioned as deputy program manager and chief architect on Confidential National Service Desk ( Confidential ) project to consolidate help desks into single ITIL-based service desk utilizing ServiceNow.
• Designed solution and led technical implementation, including working closely with customer on discovery and business analysis.
• Delivered National Service Desk ( Confidential ) project on time and on budget under aggressive timetable, using hybrid agile and traditional project management methodology and allowing for development of long-term milestones while still showing progressive results allowing for course corrections as needed.
• Evaluated technical and business requirements and identified, documented, and implemented governance such as SLAs, policies, and procedures.
• Worked with vendors and developers to deliver solution.

Senior Confidential Manager

Confidential

Responsibilities:

• Gathered service-level targets and developed service catalog and service-level agreements.
• Received ISO 20000 certification. Directed implementation of information security management system, working with senior management to develop risk management framework, policies, procedures, business continuity, disaster recovery, risk register, etc.
• Received ISO 27000 certification. Integrated closely with IT service management program.
• Consulted customer-facing projects regarding service management initiatives, including assisting existing operation efforts as well as architecting new service desks, utilizing technologies such as ServiceNow, BMC Remedy, and Serena Confidential .
• Supervised internal development and infrastructure teams, including network, database, storage, and virtualization platforms.
• Worked with senior management in prioritizing and managing multiple concurrent, highly visible internal projects utilizing agile (SCRUM), traditional PMI, and hybrid project management methodologies.
• Provided strategic guidance for organization, acted as technical trainer for ITIL foundation and intermediate classes, assisted with proposal writing, set strategic goals aligned with vision of business, and developed project plans to achieve strategic goals.
• Oversaw service-level management, including creating, monitoring, and reporting on service-level targets/agreements against service-level achievements.
• Contributed on proposal writing as SME, interfaced with senior management and customers, coordinated and managed relationships with partners and vendors, and oversaw evaluation and procurement of tools and services.

Confidential, Seffner, Florida

eCommerce Service and Operations Manager

Responsibilities:

• Managed projects including bringing in SharePoint solution for document management and department collaboration, session archiving for converted orders from eCommerce website, selecting new robust web analytics tool and integrating with current tools, and researching and implementing an end-to-end monitoring solution.
• Introduced industry best practices for both project management and IT service management, particularly ITIL methodologies, to eCommerce department.
• Created configuration management database ( Confidential ) and directed continuity and Disaster Recovery Management (DR).
• Managed multiple concurrent projects and assisted with budget development for eCommerce
• Developed and maintained business and IT processes, procedure and policies
• Developed service-level targets and service-level agreements
• Managed various consultants and contractors and coordinated interdepartmental relations

Confidential, Washington, DC

Web Operations Manager

Responsibilities:

• Managed projects including developing in-house application for targeted email newsletter solution, complete site redesign, implementing DR continuity management plan, creation of internal portal, and attaining Confidential certification for application used by Confidential .
• Designed, developed, and transitioned into operations applications, utilizing Confidential and application design lifecycle best practices.
• Oversaw website development/architecture and web server/database administration.
• Administered IT budget.
• Oversaw site and search engine optimization.
• Interfaced with clients and customers.
• Prepared weekly and monthly analytics reports for executives.