PROFESSIONAL SUMMARY:

• ITIL Certified with over 15 years experience in IT. Instrumental in ITIL processes - Design, analysis, implementation, and improvements - of Configuration Management (CfM), Release Management (RM), Change Management (ChM), Incident Management (IM), IT Asset Management (ITAM), Service Management (ITSM), and Team Management (10 - 20 in size).
• Strong background in process consulting, management, development, analysis, improvement, implementation, and training -- all of which are instrumental to the delivery of IT services to the organizational business units
• Good understanding of regulated environments, IT Control and Compliance issues such as SOX, HIPAA, COBIT, audits and security, and business continuity both in the private sector and Government.
• Strong initiative and results orientation
• Excellent teamwork and collaboration skills
• Experience in Integrated Teaming and Global Teaming
• Excellent oral and written communication skills, as well as ability to present and explain technical information that establishes rapport, gaining understanding
• Experience in Data Center Operations Management and project management
• Client oriented and customer focused with excellent communication skills (multilingual)

TECHNICAL SKILLS:

ITIL Tools: CA Unicenter tools suite (CA / USD) Service Desk, UAPM, CMDB, release R11, R12. Exposure to BMC Remedy, HP ITSM, Symantec ITIL tools (VCM (CMDB Discovery tool) VPM (Provisioning), I3 (Governance)), Axios ASSYST (Incident, Problem, Change), Artilis (ITAM), Service Now, EMC Infra

SCM Tools: ClearCase, ClearQuest, UCM, and Multisite, PVCS/ Tracker, PVCS/Version Manager, Endevor/MVS.

Change Management Tools: Peregrine Service Center - (currently HP - Service Center); Onyx, ASSYST, InfoMan.

Office Productivity Tools: Microsoft Office 2010, 2007, 2003, SharePoint, Visio, Excel 2003, 2007, 2010.

OS: Distributed and Client Server Windows 7/8, XP, NT, 2000, UNIX, Mainframe OS/390, VM/XA, VM/SP, MVS/XA, MVS/SP, MVS/ESA, JCL, TSO/ISPF, VTAM, SNA, NetView, CICS, Endevor, FileAid, related software products.

EXPERIENCE:

Confidential, Seaside, CA

ITIL Architect, Consultant

Responsibilities:

• Designed, developed, analyzed and improved upon new and existing ITIL processes at a low maturity level.
• Developed ITIL Policies and procedures for the following ITIL processes: Incident Mgmt (IM) Change Mgmt (ChM), Configuration Mgmt (CfM), including process flow diagrams.
• Introduced, led, and collaborated to achieve major improvements of ChM process. Revamped the entire ChM process and CAB practices to increase efficiencies, better Change assessment and approval process; eliminated “rubber stamping” Change approvals. Realized Cost savings: 6 hrs/month meeting time and conference room cost, 450 hrs / personal meeting time. Conservative estimated saving $22,500/month.
• Reduced Change Induced Incidents as a result of the above improvements.
• Improved coordination between CAB and scheduling boards.
• Designed and implemented a Standard Change Process.
• Designed CfM policies and process. Tightened the integration of IM, ChM, and CfM processes to further improvement.
• Designed CI Naming Standards for registering into CMDB. Improved size and quality of CMDB by enforcing through tool automation, as well as evangelizing and soft collaboration. Resulting in CMDB increase from few Asset and non Asset CIs to about 10,000 and growing number of CIs. Relationships to CIs have grown from handful to over 30% of relevant CIs, and still growing.
• Introduced measurements KPIs.
• Collaborated with the Tools technical team to modify, automate, and upgrade CA / USD tool suite to support above improvements.
• Started developing a Service Catalog.
• Achieved increase in maturity levels per assessments from initial 2008 to the latest July 2011: IM: 1.0 / 2.9 - general industry comparison: 2.7; ChM: 1.5 / 2.8 - General industry: 2.6; CfM: 0.0 / 2.6 - general industry: 1.7

Environment: Mixed Windows / UNIX / Virtual operating environment, ITIL / ITSM: CA Unicenter tools suite (CA / USD), SharePoint used for collaboration.

Confidential, San Jose, CA

Change Management Consultant

Responsibilities:

• Collaborated with immediate and extended team members to understand a new SaaS based architecture technology for the client that requires a scalable Change Management solution.
• Collaborated to gather requirement for a Change Management framework
• Write a Change Management Framework that is ITIL based and will fit in with the ITSM Strategy, and at the same time will provide the scalability to satisfy SaaS requirements.

Environment: MS Word, ITIL, MS Project, SharePoint, Windows, Cisco, SaaS, WebEx

Confidential, Milpitas, CA

Consultant - Change Process Manager

Responsibilities:

• Chair regularly scheduled global Change Advisory Board (CAB) meetings.
• Consult on best practices Change Control Process. As a result, Change Request are better scrutinized at CAB meetings; Risk assessments, network and firewall changes, and impact analyses are more theral, leading to a reduction in Emergency and Exception changes despite a growth in the overall number of changes per week.
• Established new OLA for change cutoff time to meet QA and CAB approval schedules.
• Improve the Change Management process by defining, developing, and implementing a process for Standard changes to reduce the number of changes discussed at the CAB. This increased the efficiency and effectiveness of the CAB and would reduce its costs over time, and improve meeting or exceeding the SLAs.
• Develop and introduce an Emergency Change Process and procedures that will collaborate with an Incident Management process currently in development.
• Redesign the SharePoint based Request for Change (RFC) form to accommodate the new improvements. Developed training material for the improved process.
• Design the future ITIL based Change Control Process.
• Analyze RFCs
• Work with Audit to address findings with current process, address some SOX 404 issues resulting significant reduction in gaps.

Environment: Mixed Windows / UNIX operating environment, SharePoint also used as the current Change Control tool. Future ITIL tools: BMC Remedy tool suite.

Confidential, Pleasanton, CA

Consultant - Manager of Change Management Services

Responsibilities:

• Manage daily staff and group responsibilities for change, SCM, Build and deploy, and release activities. Collectively, the teams are responsible for about 80 releases and deployments per week.
• Manage resources (staff resource augmentation, allocation, motivation, reviews).
• Expend SCM services to include on-call rotation 24/7, as an improved OLA for production deployments.
• Responsible for increasing visibility of the group by introducing major process and service improvements:
• Development and implementation of an online Forward Schedule of Changes (FSC)
• Development and implementation of the group portal on Company SharePoint
• Develop and introduce a Change Advisory Board (CAB) charter; implement the CAB.
• Develop and introduce a Change Classification Matrix to improve the assessment and categorization of changes, and OLA for cutoff time for CAB bound changes.
• Develop a Service Catalogue.
• Participate in strategic planning towards phasing in ITIL CM, Change, and Release Management processes. Introduce the future processes; evaluation and testing ITIL compliant tools; Consult on CMDB and ITAM requirements.
• Work with internal and external IT auditors to address current compliance issues (such as security, access control, segregation of duties, process adherence, etc.), and improve the process for future SOX audits.

Environment: Mixed windows and UNIX, SharePoint, SCM tools: PVCS/VM, PVCS Tracker, Subversion. Future ITIL tools: Symantec VCM (CMDB Discovery tool) VPM (Provisioning), I3 (Governance), Axios ASSYST (Incident, Problem, Change), Artilis (ITAM)

Continental, San Diego, CA

Consultant - Configuration Management Process

Responsibilities:

• Consult as a SME on Change, CM processes and IBM Rational Tools on a major SCM implementation strategy.
• Develop SCM Plans documentation.
• Develop CM process, procedures, and architecture documents conforming to Macroscope methodology.
• Involvement in the initial implementation and testing strategies of IBM Rational ClearCase, ClearQuest, UCM.
• Address and raise awareness of Access Control and security issues unique to the toolset and as related to Control and Compliance issues (security, segregation of duties, SOX).
• Knowledge Transfer to Client’s SCM staff.

Environment: ClearQuest, IBM Rational Tools, SOX, Word, Excel, PowerPoint, SharePoint

Confidential, San Francisco, CA

Consultant - Process Improvement and Change Management

Responsibilities:

• Analyze, assess and study existing processes by utilization of various means, including staff assessments and interviews.
• Reporting to SVP and work with VPs to achieve buy-in from all involved. This includes close contact and coaching to Team Leads at the VP level.
• Established open communication with staff by frequent updates on progress of the improvement initiatives. This is done to maintain buy-in, momentum and fresh thought process of the business ahead.
• Elicited requirements and needs from department personnel by brainstorming sessions.
• Developed the roadmap, high-level, and detailed plans for process improvements.
• Developed a multi-phased process improvements strategy and action plan, leading to a Service Catalogue and establishment of Key Performance Indicators (KPI), Key Success Factors (KSF), SLAs, and OLAs.

Environment: MS Word, MS Excel, MS Project, Peregrine, Lotus Notes

Confidential, Moffett Field, CA

Software Process Improvement Engineer

Responsibilities:

• Conducted internal CMMI assessment to determine compliance with tailored Ames procedural requirements for flight mission software of the Phoenix Mars Exploratory vehicle. Documented a gap analysis, improvement recommendations, and implementation action plan.
• Developed SPI presentation materials for new pilot project engagements.
• Evaluated and improved a CM Plan that was developed by the Engineering Process Group.
• Developed capability to track aging high priority JIRA issues (requirements, bugs, features) as a risk mitigation tool.

Environment: Integrated Agile development environment (Extreme Programming); JIRA, Confluence; Integrated Teaming.

Confidential, Orange, CA

Consultant - CM Strategist

Responsibilities:

• Write a proposal for an improved enterprise wide CM solution along ITIL framework, and compliance with SOX 404 requirements of more robust security and tighter segregation of duties.
• Manage projects that are due for SCM implementation.
• Conduct CM Assessment meetings with development groups to determine the CM needs for new application deployments at Inception; develop CM Plans of the assessed projects at the Elaboration phase.
• Coordinate user access control requirements; coordinate or create the project architecture in ClearCase, ClearQuest, and UCM at the Construction phase.
• Conduct Transition Review meeting at Transition phase.

Environment: IBM Rational tools suite, Lotus Notes, Niku (Clarity), Peregrine Service Center, RUP

Confidential, Foster City, CA

Sr. Software Configuration Management Analyst/ Release Manager

Responsibilities:

• Responsible for Software Configuration Management for Visa/Inovant software assets in the client-server and open systems environments. Release Manager for scheduled software releases in multi discipline environment. Instrumental in the development and management of processes, procedures, and SLA / OLA for code management for the Company, following ITIL best practices, and CMM standards; these are now standard procedures being used across the Confidential organizations for CM and SCM support. Adherence to the processes contributed to significant reduction of the number of DRs (Defect Reports) generated from QA, integrity of software assets, and improve Controls and Compliance.
• Responsibilities:
• Manage the delivery of IT services to and maintained relationship with various business units.
• Release Manager for scheduled software releases in multi discipline environment.
• Consult on process and CM issues to diverse functional groups within Visa, as well as external customers, contributing to revenue generation by the SCM Department. Developed SLA and OLA for the SCM services.
• Lead an effort of developing technical requirements to improve tools automation. This would shorten OLA / SLA issue resolution and migration support.
• Oversee support and administration of SCM tools such as ClearCase, ClearQuest, UCM, Multisite, PVCS/Version Manager, PVCS/Tracker.
• Plan, Implement and deploy project conversions from PVCS to ClearCase / ClearQuest architecture as well as new projects.

Environment: ClearCase, ClearQuest, UCM, Multisite, PVCS/Version Manager, PVCS/Tracker, Peregrine Service Center