SUMMARY

• Business - focused professional with demonstrated success in building and running high-performing and reliable infrastructure services. Skills include IT financial management, professional services delivery, IT service management, IT operations, technology architecture, and infrastructure engineering management. Experience includes software, manufacturing, financial, pharmaceutical, and technology industries. Innovative thinker and facilitator.

PROFESSIONAL EXPERIENCE

Confidential

Sr. Advisor, IT

Responsibilities:

• Contributed on matters including internal service business model development, financial management, and internal customer relationship management for IT enterprise tool organization (60+ products).
• Defined and managed service offering portfolio; Developed product lifecycle process.
• Advised on process development for IT tools research and evaluation, demand, and request management.
• Product manager for internal CRM solution utilizing Microsoft Dynamics.
• Product manager for tools usage analytics platform using ELK stack.
• Realized opportunity, obtained executive sponsorship, and implemented model for IT financial reporting and analytics based on internal service offerings. Established cost & revenue reporting model; Published periodic showback invoices and cost analyses. Oversight of conversion from manual to automated reporting. Presented to Confidential customers the model for internal IT services financial management.
• Supported effort to automate incident resolution via data analysis & extraction from ServiceNow ( Confidential achieved 30+% auto-resolution rate).
• Contributor to effort migrating IT Operations tool applications to Software-Defined Data Center private cloud model utilizing VMware products and tools.
• Led effort to consolidate vendor contracts in ServiceNow facilitating proactive access and management. Model implemented by other IT teams including Vendor Management team.
• Realized opportunity, obtained executive sponsorship, and implemented model for IT financial reporting and analytics based on internal service offerings. Established cost & revenue reporting model; Published periodic showback invoices and cost analyses. Oversight of conversion from manual to automated reporting. Presented to Confidential customers the model for internal IT services financial management.
• Managed service catalogs and published service description data sheets.
• Published white papers on IT operations trends, accomplishments, and automation success.
• Classroom instructor of ITIL ServiceNow training to corporate IT users.

Manager

Confidential

Responsibilities:

• Product manager for IT infrastructure hosting services for 32 mission critical business applications.
• Negotiated and wrote service level agreements, setting standards for service availability, performance, scalability, supportability, and recoverability. Published periodic service performance reports.
• Responsible for the services roadmap.
• Formed and led virtual team of 8 senior infrastructure engineers in establishing, evaluating, and improving infrastructure service quality. Included data center, networking, IT security, IT operations, storage, systems hosting, and cloud engineering. Published common key performance indicators (KPI) and metrics exhibiting quality improvement. Led to funding and execution of numerous improvement initiatives including Linux systems updating/patching and enhanced configuration management programs.
• Led effort to implement proactive application service monitoring, alerting, auditing, and quality metrics collection and reporting.
• Oversight of infrastructure health for mission critical applications and services.

Senior resource

Confidential

Responsibilities:

• Led Monitoring Effectiveness & Compliance program. Facilitated continuous improvement process.
• Managed demand, intake, and resource management.
• Key contributor for effort transforming tools technology to internal private cloud (VMware-based).
• Developed concept and directed development and launch of self-service monitoring offering available to all of IT.
• Led effort to update enterprise tools technical architecture to align with business application modernization (microservices, on-demand/automated server builds, public cloud services).
• IT Operations Event Management process owner.
• Represented Confidential IT in merger integration efforts with Confidential .

Confidential

Infrastructure Planning Architect

Responsibilities:

• Provided technical and business disaster recovery solutions for 26 mission critical state agencies leveraging new second data center (SDC) including virtualized compute, storage, data replication, and networking.
• Collaborated with IT stakeholders to conduct and demonstrate proof of concepts for new technology products.