OBJECTIVE:

To seek a challenging position as an ITIL Consultant and Coordinator that would allow me to contribute my skills and experience to the goals of the organization.

PROFESSIONAL SUMMARY:

• Possess around 10.2 years of cross - platform experience in Windows IT infrastructure management and operational environment.
• A capable, intelligent and effective change manager who has an excellent track-record of delivering changes to large organizations
• Ensure and promote the correct use of the Change Management process
• Strong with Change Management, Incident Management, Problem Management processes and their tools.
• Good at communicating with the customer directly as an ITIL- process Consultant
• Breadth of exposure covering Data Center and applications, working with different Geographical teams to deliver the solutions to the clients, understanding of infrastructure management processes and process framework like ITIL.
• Good Knowledge on Change Ticketing Tools BMC Remedy, HPSM, Share Point, Service Now etc.
• An effective communicator with excellent skills in building relationships; possess strong analytical, problem solving and organizational abilities.
• Having good knowledge on Agile, SCRUM methodologies. SCRUM Master Certified

TECHNICAL SKILLS:

• Server deployment & administering and Decommissioning windows 2K/2K3 server
• Blade Servers
• Administrating TCP/IP Network Information (DNS, DHCP)
• Installing & Configuring Active Directory Services (ADS).
• Installing Microsoft Cluster Servers for High Availability of Applications
• Administrating User & Group accounts.
• Data Recovery exercises
• Anti: Virus configuration
• Share: point, HPSM
• Version One
• Jira Agile
• Sys Ops
• MS SQL, Win SCP
• Peoplesoft, Workday HCM application support

INTERPERSONAL SKILLS:

• Strong communication and presentation skills
• An understanding of the business and how IT contributes to the delivery of products or services to meet customer needs
• Good people management and administrative skills
• Negotiating and facilitation skills
• Good Technical knowledge
• Customer service oriented

PROFESSIONAL WORK EXPERIENCE:

Confidential, Richmond, VA

ITIL Coordinator/Lead

Responsibilities:

• Lead and coordinate all Incident Management activities and ensure processes are carried out efficiently and effectively within the SLA.
• Ensure that standardized methods and procedures of ITIL are used for efficient and prompt handling of all Incidents in order to minimize the impact of incidents upon service quality
• Manage incidents and ensure minimal disruption to the service.
• Responsible for handling P1 incidents and escalating to Major Incident Manager when it becomes a Major Incident
• Implementing of Escalation matrix appropriately to get appropriate level of focus from technical teams and management.
• Based on the severity and criticality handling and managing the tickets like Business Critical, Severe, Major, Minor, Urgent, Normal, Service Requests along with Proactive Tickets.
• Driving group chats and bridge calls effectively to resolve incidents.
• Participating in bridge calls (Tele-Con Calls), live/E meetings as well as evaluate customer needs and respond in a timely manner.
• Provide technical direction and coordination to the resolver groups involved.
• Process adherence, thorough understanding of Service Management foundations within the scope. Responsible for Infrastructure Process management.
• As per SLA, IT Operations Policies, based upon the Priority levels handling and closing “Incident/Problem/Change/Configuration/Release Management” Tickets in time with in the resolution time.
• Creating RFC (Request for Change) for new activity or changes (addition/removal) in the existing environment. Representing in CCB (Change Control Board) meetings and explaining about the significance of RFC, documenting the changes.
• Provide support and participate in the Change Control Board and change control process.
• Work with Problem Management and perform root cause analysis. Establish the associated action plan to avoid occurrence of similar incidents
• Working together with regional infrastructure teams to implement/execute Change Management Requests as part of the Change Management process.
• Provide on the incident management process to new users
• Creation of technically detailed reports on incidents to include trends, remediation steps taken, and feedback on how to prevent future incidents

Confidential, Austin, TX

Application support specialist/Incident Manager

Responsibilities:

• Work closely with Product Owners, Development leads, Test leads and Scrum master and plan/execute code releases and enhancements of a web-based loan origination application.
• Maintain the existing development/testing/staging infrastructure and manage the releases/iterations across sprints.
• Lead efforts in terms of application releases and enhancement rollouts strategically.
• Co-ordinate with other IT layers within the organization to effectively manage the connectivity, security compliance and utilization of multitiered application infrastructure.
• Analyze the change requests from the customers and approve them accordingly.
• Applying a well-structured change management plan, and methodology for any changes
• Implement IT change management framework, partnering with IT leaders and sponsors to establish change control approaches for specific investment-level projects and ongoing programs
• Define change management program success metrics and report outcomes.
• Track change policy compliance and work to improve policy adherence.
• Facilitate and coordinate technical meetings.
• Manage root cause analysis between technical teams.
• Actively manage issues and risks associated with the projects being managed Communicate status to stakeholders and customers as appropriate.
• Analyze and report incident trend data to identify and eliminate root causes.
• Lead and facilitate post mortem investigations
• Chair all change meetings and coordinate all change advisory board activities and emergency change processes

Confidential, Richmond

IT Operations Manager

Responsibilities:

• Coordinating & overseeing the execution of Major Release/Change Implementations in various test, staging & production environments.
• Creating CAB Agenda report every week before CAB and sending it to the appropriate groups.
• Representing “Release/Change/Incident Management” in daily meetings.
• Progressing RFCs through every stage and approving them as necessary, checking for UAT and PIA documents for every change.
• Reviewing and Closing RFCs after they are completed.
• Follow up with Business users and Change assignees for UAT and PIA docs, validation of Service Requests raised for TEST environments.
• Reviewing right Configuration Item (CI) is related to every change.
• Reviewing Application Managers approvals, LT approvals and other approvals are added in the RFCs.
• Defining documenting, negotiating and maintaining Product/Application Release Roadmap.
• Creation of Application Release Plan (Release Scope Planning & defining Milestones).
• Act as the ‘Single point of contact’ between Development, QA, Product Management, and Business Teams on a day to day basis to ensure smooth and timely releases.
• Responsible for getting Senior Management & Business Approval on all changes going into Production Environment.
• Managing day-to-day Project Release activities.
• Creating & conducting walkthroughs of ‘Deployment Plans’ for complex large scale Releases including Mock Deployments (Dress Rehearsals) in Pre-Prod environments & Production Installations.
• Plan & oversee the creation of new environments as per the Project’s needs & work with the Infrastructure team to plan the Maintenance Activities. Work as the ‘Single point of contact’ during these activities.
• Performing Project Release Risk Analysis & tracking Risks. Creating mitigation strategies & contingency plans.
• Identifying Cross function dependencies, conflicts & tracking them to ensure project stays on schedule.
• Defining, documenting, improving “End to End” Release processes from the time a defect / new requirement is created to its successful implementation in Production Environment.
• Manage a team of Release Analysts offshore throughout the successful installations and deployments of Releases.
• Running “Release Readiness Review” status meeting (Go/No-go Process), and Communicating “Release Status”
• Identifying issues & tracking them to closer.
• Well versed with Service now and Remedy for Change Management, Incident Management and keeping track of the release activities.
• Responsible for all aspects of regular (planned) and emergency patch releases.
• Have developed a repeatable & efficient Release & Change management Process.
• Developed install plans for complex Releases with detailed steps, clearly identifying inter & intra components dependencies, sequence of steps & persons responsible for executing them.
• Overhauled the Application Release process that has ensured shorter, efficient, cost effective and better-quality Releases.

Confidential

ITSM Process specialist

Responsibilities:

• Assuring that change requests, comments and changes are recorded accurately, scheduled, and controlled in accordance with the Change Management process,
• Facilitating Change Advisory Board (CAB) meetings the planning and operation of change activities in coordination with published maintenance window activities, as well as collaboration with other managers to coordinate emergency changes as needed.
• To assure that proper checklists and back-out plans are followed; prepare and publish plans, notifications, alerts and "all clear" notifications to users and impacted stakeholders
• Applying a well-structured change management plan, and methodology for any changes.
• Developing a change management plan considering the change details and the affected groups.
• Conducting readiness assessments, evaluating results and presenting findings in an easy-to-understand and logical manner.
• Identifying potential employee-side risks and anticipating the resistance and developing specific plans to address or mitigate the concerns.
• Supporting the implementation of plans by business leaders and employee-facing managers.
• Working with project teams in integrating change actions into the actual overall project plan.
• Identifying performance and resistance gaps and working to develop and execute corrective actions.
• Reduce the number of service disruptions, incidents and problems caused by unsuccessful or inappropriate changes.
• Increase the proportion of changes which meet the agreed requirements of the Customer the first time attempted, negating the need for re-work.
• Ensure that all changes obtain the correct, policy aligned, approvals before being implemented
• Managing the change process, help to promote the IT service management values and principles throughout the organization, and to educate the organization about IT service management and structured change management.

Confidential

IT Coordinator- Change and Problem Management

Responsibilities:

• Ensure and promote the correct use of the Problem Management process
• Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions
• Recommend important process Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics
• Monitor and report against the Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics
• Ensure process, procedure and work instruction documentation for Problem Management activities is up-to-date
• Ensure Problems are properly identified, classified and logged by Problem Analysts
• Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities
• Ensure that the individual activities of the process are carried out with regards to agreed service quality levels
• Ensures Problem Analysts are adhering to the Problem Management Process
• Provides status updates on problems and known errors
• Provides guidance, direction and coaching on Problem Management activities
• Contributes to Continuous Process Improvement activities by identifying opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the process
• Functions as point of escalation for Problem Management Analysts
• Conducts Problem Reviews
• Responsible for liaising with and providing reports to other Service Management functions
• Coordinates with Incident Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Problem Management process
• Coordinates Problem Analysts' time for problem resolution and proactive analysis
• Tracks status of Requests For Change (RFCs) initiated by Problem Management

Confidential

Project Engineer- Windows Server Administrator

Responsibilities:

• Involved in resolving the technical issues with respect to Infrastructure and Application Migration to the DCS environment. Coordinating with the Application consultants in order to analyze the applications.
• Responsible for the support and maintenance of infrastructure components within the global organization such as Servers operating systems, hardware. Remote System Administration from Offshore WINTEL Support team at Chennai Offshore Development Center.
• Good understanding of Incident Management, Problem Management and Change Management processes and their implementation.
• Clear Communication to Global teams on con-calls and via emails.
• Chairing the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
• Ensuring that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants, have the ability to review all planned changes
• Obtaining authorization for submitted change requests from the Change Authority.
• Ensures post review of exception changes to evaluate if the change addressed a real or a perceived exception condition, Utilizes the Change Management reporting system to monitor and track changes, negotiate end user down time for change implementation, create consolidated change schedule and resolves any scheduling conflicts
• Identifying the change requests that have not been acted upon in a timely manner to take appropriate action
• Ensuring that changes are communicated in a timely and adequate manner, create and distribute Change Management reports, Reviews all implemented changes to ensure that they have been carried out
• Closes change requests, carries out the Process Manager responsibilities for the Change Management process
• Collect Change Assessment Results and Issues, Reject Change, Ready and Present Change Authorization Package
• Key handshake between Problem and Change Management
• Conducting tollgate and monthly reviews to ensure process adherence
• Determine Process Relationships to Other Processes, Request Release Completion Approval, Monitor Change, Authorize Change, Assign Change for implementation.