SUMMARY:

• High - energy, result oriented leader with a strong and varied background in pre-sales solution of Digital IT Solutions and Transformation. Approaches IT from a business process mindset to deliver critical solutions that streamline IT for service efficiencies
• Excellence in developing and building tusted relationships with customer/partner’s decision makers (CXO level executives) and their direct reports, as well as business unit decision makers within the customer’s organization
• Has a keen understanding of interrelationships between people, processes, and technology in complex business environments
• Enterprise Architecture (TOGAF) & Business process re-engineering skills, applies policy and governance framework, technologies strategies and solution architecture
• Advisory on evolving governance, compliance and regulatory landscape to IT & business
• Demonstrated program management capabilities, integrating business analysis, subject matter expertise, the project management discipline, using IT business management solutions, digital automation, hybrid cloud scenarios & automation technologies and tools to deliver positive results for providers and clients.
• Comprehensive industry expertise of pre-sales solution, infrastructure management processes, digital transformation and innovations, automation tool-set/solutions and best practices (Digital Automation, Analytics, Cloud computing, IDM, SIAM, BSM, ITAM, ITSM and ITIL).
• Expertise in financial-modeling, business case development and RFPs, cost analysis, and budget management in solution design and delivery processes and methodologies (SDLC, Agile).
• Proven ability to develop and lead cross-functional teams in the pre-sales, solution management and implementation of performance enhancing automated business processes.
• Excellent client/partner/vendor relationship building and management skills.
• Motivational leader with excellent communication, organizational, and team-building skills. Able to create true team culture and lead by example to achieve remarkable results.

SPECIALTIES:

IT Business Service & Portfolio Management, Dev-Ops, IT Automation and digital edge, Enterprise Architecture, SIAM, IT Asset Management, ITIL, Infrastructure Management, Business Continuity, Cloud Computing (AWS, Microsoft Azure, VMWare) and PaaS, Virtualization, Cloud Orchestration and Brokerage, Automation and Unified Infrastructure Data Management, Cognitive Automation and Analytics, Multi-vendor solution/tools expertise (ServiceNow, IPSoft, Arago, ClickFox, Apprenda, Pivotal, MuleSoft, CA, HP, BMC, Frontrange, Cherwell, Flexera, IBM), Business Process expertise.

EXPERIENCE SUMMARY:

Confidential

Solution Director/Enterprise Solution Architect

Responsibilities:

• As an Enterprise Solution Architect and business strategist on pre-sales/deals, responsible for providing thought leadership, best practice recommendations, optimum solution meeting architectural governance on complex deployments that involve multiple ITSM and/or cross vertical solutions. Engage tower Sol Arch as needed to ensure design and delivery of a well-rounded solution that includes People, Process & Technology.
• Responsible for supporting business development initiatives for the Practice, ensuring excellence in delivery of NAM deals/proposals and optimize costing towards the cross-functional and digital solution towers. (Deal sizes ranges from 5m -600m USD)
• Overseeing management of Standard ITSM Services Offerings and partner with Global team in development of new solution under cross-functional solution tower cost models.
• Support the cross-functional solution tower on strategic initiatives to build alliances with global delivery, transition and transformation partners and SiaM offerings.
• SME for cross functional solution tower vision towards Digital Edge vision, Infrastructure Mgmt., Cloud Service Mgmt., Dev-Ops, Request, Incident/Problem Mgmt., Service Desk, Service Catalog, Configuration Management, Release & Change Management, IT Asset Management, Portfolio Mgmt. & SiaM) Solution Architecture and Design for Confidential ’s customers globally utilizing ATF leveraging ServiceNow and other PaaS, Digital Edge and Autonomics technologies and tools.
• Provide ITIL/ITSM assessment, roadmap and assist customer in building capabilities including process, analytics data and tool design, deployment and improvement.
• Evaluate RFPs & develop and optimize solution for customer and internal bid/proposal team delivery.
• Presentation to customer’s executive team & Sr. Mgmt., Confidential internal executive team and leadership.
• Creation of Intellectual Property documentation and framework for Confidential Edge, ITSM, SiaM, cloud service management (CSM) and PaaS solution offerings.

Confidential

Director/Enterprise Business Solution Architect

Responsibilities:

• As Enterprise Business Solution Architect on customer engagements, responsible for providing thought leadership, best practice recommendations and architectural governance on complex deployments that involve multiple ITBM and/or cross vertical solutions. Engage Business and Tech Architects to ensure design and delivery of a well-rounded solution that includes People, Process & Technology.
• Responsible for supporting business development initiatives for the Practice, ensuring excellence in delivery of Services engagements, developing programs for ITSM field personnel and, overseeing management of Standard ITBM Services Offerings. Support the Practice VP on strategic initiatives to build alliances with GSI partners and SIAM offerings. Responsible for providing technical consulting to Product & Services sales organization to help close deals.
• Maintain responsibility for ITBM (Infrastructure Mgmt., Cloud Service Mgmt., Dev-Ops, Request, Incident/Problem Mgmt., Service Desk, Service Catalog, Configuration Management, Release & Change Management, IT Asset Management, Portfolio Mgmt. & SIAM) Solution Architecture and Design for CA’s customers globally.
• Maintain full responsibility for Service Strategy/Portfolio, Service Design, Service Catalog and Service Request and align to CA Enterprise solution framework for CA’s customers and enterprise customer accounts.
• Provide ITIL Assessment reports, CURRENT/AS-IS Process, GAPS, Process Model recommendation, Benchmark & advise implementation using CA’s Rapid/Solution Implementation Methodology approach for solution deployment globally.
• Provide ITIL/ITSM roadmap and assist customer in building capabilities including process, data and tool design, deployment and improvement.
• Presentation to CIO & Sr. Mgmt., recommendation for Short/Medium/Long term implementation and .
• Maintained full responsibility for Services strategy for Enterprise ITBM, virtualization and automation deployment and potential customer opportunity identification which boosted revenue levels & new deals ~5M USD.
• Evaluate RFPs & develop SOW’s for Services delivery.
• Creation of Intellectual Property documentation and framework for ITSM, SIAM and cloud service management (CSM)/PaaS solution offerings.

Confidential, Parsippany, NJ

Sr. IT Service Management Manager

Responsibilities:

• Evaluate Current IT Service Delivery & Support Model & Architecture recommendation
• Responsible to provide Assessment reports, AS-IS Process, GAPS, Process Model recommendation, Benchmark & advise implementation for the best practice recommendation (used UML notation, use case scenario, sequence Diagram and documented using VISIO)
• Presentation to CIO & Sr. Mgmt. North America operations
• Recommendation for Short/Medium term implementation and educate on ITSM
• Recommendation for IT Service Mgmt. tool implementation (BMC Remedy)

Confidential, Hoffman Estates, IL

Sr. IT Service Management Engagement Manager

Responsibilities:

• Maintained full responsibility to integrate Remedy Help Desk with the project team. (Module Incident, Problem & Change Management)
• Create and manage executing end-to-end Problem Management workflow conditions
• Technical Project/Problem Manager and associated responsibilities

Confidential, St. Louis, MO

Sr. ITSM Architect/Manager

Responsibilities:

• Maintained full responsibility to implement and integrate ServiceCenter6.x for IT support and Global One World Program rollout. Integrated Processes and modules are Incident, Problem Management, Asset Center, CMDB and Change Management.
• Complete responsibility for ITIL-based process design and implementation (Incident, Problem & Change Management)
• Led customers on process and tool implementation projects
• Delivered ITSM assessments, workshops and implementation services for ITIL processes.
• Assisted other Global team members in the development of process and procedures
• Delivered ITSM presentations to all levels of the organization
• Ran Global Root Cause Review meeting with Performing Suppliers & Global/Regional Operations group
• Full responsibility to be spokesperson Confidential Global Service Assurance/Governance forum for Americas operations
• Monitored Problem Management activities; Responsible for executing end-to-end Problem Management Process
• Led Problem Control as necessary
• Co-coordinated the resolution of multi-supplier Problems (both reactive and proactive)
• Assigned the Lead Supplier responsibility for problem resolution and root cause analysis
• Managed escalations in the multi-supplier environment, Managed reassignment from one Level 2 supplier to another
• Determined and allocated resources; performed root cause analysis
• Determined root cause, escalated if necessary; Updated Known Error Database (KEDB)
• Reviewed trend analysis report; targeted areas for preventive action based upon support and business impact; Took preventive actions
• Led the Knowledge Module integration and Metrics Reporting from Service Center
• Performed and assigned as Change Manager
• Coordinated the change process among Suppliers
• Complete responsibility for business segment or specific class of changes as assigned by Reuters
• Facilitated and validated complex change classification, approval, authorization and post implementation review
• Reviewed Change Plan, Design and Back-out Plan
• Technical Project/Problem & Change Manager associated responsibilities

Confidential, Bloomington, IL

Sr. Infrastructure Architect/Manager

Responsibilities:

• Developed several custom solutions for large Insurance Company in Mid-West. Interface for trouble ticket management system and OVO using Java under HP-UX. Currently the trouble ticket interface has been migrated to HP Service Desk.
• Worked as a part of team, which implemented world’s largest system and network management solution using OVO. The solution is currently monitoring around 27000+ Windows NT servers and 4000+ UNIX servers. It also monitors the entire network joining these servers.
• Performed various functions of software engineering like Requirement Analysis, Design, Development and Testing for integration of Window NT, MQ-Series, BMC Patrol, Lotus Notes, Exchange, SMS and several enterprise wide custom and Web based Applications with OVO.
• Performed various functions of software engineering like Requirement Analysis, Design, Development and Testing for integration of following with OVO
• Evaluation and recommend Enterprise Systems Management product to be used for the IT systems infrastructure
• Developed, integrated and customized framework for Dashboards and Service Level reporting using HP OVIS
• Used Process Management Framework and several metrics produced out of different OVO interface tools to in corporate continuous improvement in monitoring and managing the Business and Systems application
• Metrics produced were from Trouble ticket interface viz. HP Service Desk, OVO Service navigator and OVIS for reporting
• Feeding the metrics to current automation tools and templates to reduce the stress of duplicate monitoring of System alerts/events
• In corporate the metrics recommendation into ESM council charter/process to capture and prevent any future bottlenecks of monitoring and managing the IT environment.
• Metrics reports produced to several support interfaces for process improvement and management reporting to meet SLA/SLO and optimize OLA’s between several different support units with the IT Service functions.
• Deploying the Change Management process within Automation unit and several IT support service function
• Performed several operational IT process design and improvement for Complex IT architectural environment for Microsoft and J2EE WebSphere framework
• Assessment of ESM process leading to analysis and recommendation of prioritized ITSM improvement projects through the ESM Steering Council
• Performed several service management projects through planning, design and implementation phases, including new process components, organizational structures, tools/technology and policies
• ESM spokesperson to guide the development of the integration between client's Software Delivery Process and the implementation of projects
• Act as a subject matter expert on ITSM and ITIL best practices and drive continual improvement
• Service Desk work flow creation
• Incident Management Process & work flow
• Problem Management Process & work flow
• Change Management process & work flow
• SLA’s, OLA’s creation and tie it up in Service Desk
• Perform Special projects for the Corporate

Confidential

Systems Analyst/Project Lead

Responsibilities:

• Performed research, design, analysis, quality review, development, implementation of materials and setting up EDP Center in Quality Assurance department.
• As an Engineer responsible to implement and execute Technical Services function and Quality assurance model (ISO 9002) and SPC/SQC Implementation in the beginning.