EXPERIENCE SUMMARY:

Driven, excellent communicator, negotiator, high energy, detailed, results - driven information professional with a demonstrated ability to successfully lead business or technical initiatives with demonstrated experience Program Manager, ServiceNow, PPM, Developing PMO’s, KPI’s, Data Center Migrations and Consolidations, Project Portfolio Management, strategic road maps, organizational change management, ITIL SME, IT Service Management and PMO, Project Management, improvements from requirements to implementation, Business Intelligence, Program Management, Project Management, CMMi, ITIL, CoBiT, Risk Management, ITSM, Strategic and Tactical Planner, Release Management, Availability Management, Event Management, Enterprise Solutions with BMC, ERP, HP, SME in key areas leadership, and infrastructure management covering full life-cycle application development & integration, strategy & IT architecture implementations/roll- outs. Accustomed to large, complex initiatives ranging in budget/resources from $200 million/100/700 resources to approximately $800 million/200 resources to the implementation of IT projects. Has a proven track record of using varied technologies enabling clients to achieve their overall strategic and tactical goals. Ensures strategic alignment of information resources with business priorities, risk management and comprehensive assessment, implementations and management of project scope, risks, communications, and requirements for the enterprise portfolio of projects. Focus on effective business and technical leadership, facilitating consensus and understanding the business needs, as well as, an ability to work with executive leadership and line management has complimented his development and implementation of solutions. Strong ability to provide leadership and build effective, high-energy teams has supported him in developing workable solutions for clients as well as coaching and mentoring team members under his direction.

AREAS OF EXPERTISE:

• Project Management PMBOK
• Implementation ITIL V2 and V3
• ERP Oracle E-Business and SAP Implementation and Health Checks
• Confidential Rational Implementation
• Evaluation and Implementation of BMC, ServiceNow, Confidential and HP products
• Strategy Planning & Development
• Project Planning & Development
• Risk Management
• Executive Health Checks
• CMMI, ITIL Assessments - Gap Analysis - Implementation
• Communication Management
• Scope Development and Management
• Resource Management
• ITIL Service and Tactical Strategies
• Implementation and Deployment Industry Standard Tools
• Mergers and Acquisitions
• Customer Relationship Management (CRM)
• Rapid Application Development (RAD)
• Joint Application Design (JAD)
• Technical and Business Use Cases
• Enterprise Application Integration (EAI)

FUNCTIONAL AREAS:

• Project Portfolio Management
• ERP Implementation
• Change Management
• Quality Assurance (QA)
• Organizational Change Management
• Software Development Life Cycle (SDLC)
• Policies and Procedures Development
• Business Development
• Contract Negotiations
• Sarbanes-Oxley
• CMMi Assessment and Implementation
• ITIL Assessments and Implementation
• Configuration Management (CM)
• BMC ITSM Remedy Implementation
• ERP Implementation
• E-Commerce (B2B and Supply Chain)
• Personnel Management
• Strategic Planning
• Vendor Management
• Process Improvement

TECHNICAL SKILLS:

• ITIL V2 and V3
• CMMi
• CobiT
• Agile
• CMMi - IEEE
• ISO 20,000
• Software Development Life Cycle
• Microsoft Project
• NIKU (Project Workbench)
• BMC ITSM Remedy
• Confidential Rational Enterprise Tools
• HP Service Manager
• HP PPM
• HP Demand Management
• WebSphere
• Java / .NET

PROFESSIONAL EXPERIENCE:

ServiceNow SME - ServiceNow Implementation

Confidential

Responsibilities:

• Responsible for arriving on site and planning out overall migration from New Scale to ServiceNow Service Catalog and providing best practices and expertise in the area of implementing new services and existing services.
• This included developing the stories, facilitating scrum meetings and sprint planning.
• Responsible for developing key processes and managing onshore and offshore resources across the development.
• This engagement included developing work flows, technical specification, and documenting opportunities to migrate services and rework services to improve overall user experience.
• Engaged with ServiceNow resources to provide expertise in the area of communication plans, training, training material and organizational change management, configuration management, reporting capabilities in the area of out box and customization with focus on building out stories and aligning the details with requirements.
• Provided expertise in the area of Organizational Change and developing the overall approach with communication, training and UAT Training.

Confidential

Lean Adoption Enablement Mentor

Responsibilities:

• Responsible for providing daily support across the Enterprise with focus on Lean SDLC Methodology, PPQA Audit, and mentoring programs and project teams on Lean SDLC and Tools across Confidential Enterprise.
• This included working with Confidential and vendors in setting up repository to support Requirements, Source Code, Test Plans, Test Cases and Scripting to support the standards and enablement across projects. The focus is to provide Lean SDLC support with the core programs and projects across the Confidential footprint.
• This role included working with teams in the development of the deliverables, training the user community and liaison between the PPQA team and project teams in meeting their audits/compliance in obtaining approval for each phase of the Lean SDLC.
• Engaged with project managers and senior architecture to prepare for PPQA compliance audits with reviewing the required deliverables for compliance and reviewing architectural documents based on Inception, Elaboration, Construction and Transition.

Confidential

Global Services Director, Operations

Responsibilities:

• Implemented a PMO Organizational, developed project management standards, PPM, Score Cards, PMO Portfolio Management dashboard reporting.
• Some of my key accomplishments included IT transformation to improve the maturity of IT Service Management capabilities to provide an effort to structure and improve delivery of IT services.
• Developed project plans, facilitated infrastructure and movement of SAN, Physical and Virtual Servers, developed business case documents, pricing, ROI’s, executive decks tracking overall work streams to date.
• This engagement included the migration from BMC ITSM Suite of products to ServiceNow to enable new way of working in line with IT Service Management with focus on Service Request, Asset Management, Incident Management, Service Catalog, CMDB and Change Management.
• The key deliverables developed and implemented included Road Map, Timelines, Standard Operating Procedures (SOP), Training Material, Quick Reference Guides, Work Instructions, service implementations, business and technical requirements,
• Facilitated and negotiation between the stakeholders and IT towards a common process and definition, development of KPI’s and costs of services; Cost Saves and lowering operating cost.
• Reported to executive management and program management office as part of an overall transformation.Tracked and updated the weekly GIU Cost Saves Governance deck that was part of the cost saves across the GIU program.
• The responsibilities included working with each of the governance members, team leads, finance and audit to validate and update the governance deck weekly.
• Lead a process improvement initiative in the area of project portfolio management with the use of HP PPM and project management methodology.
• This included tracking the status on the overall development of service request and defining new requirements for running discovery across all regions.
• Developed all Steering Committee decks and presented the overall Business Unit Integration (BUI) on work force head count, migration of servers, process and standards implementation, on boarding process .

Confidential

Senior Executive Consultant

Responsibilities:

• Reported to the Confidential PMO as part of the overall transformation. The migration was a worldwide engagement with clients around the globe with focus on tracking each project from discovery to completion.
• There were over 389 BMC projects that were tracked from the overall schedule, risk, issues, mitigation, availability management and all required escalation to executive management. This included strategically reviewing project plans, critical paths, key milestones and mitigating all risk to plan.
• Key responsibilities included producing weekly dashboard reports for executive management an overall status of program to date with focus on risk management.
• Provided support in the area of negotiations with CA and professional services for each BMC Mainframe and Midrange projects. Interviewed consultants and reviewed the final SOW for approval.
• Developed all required executive and program management presentations for executive management.
• This included tracking cost of projects and the facilitation of all program related meetings.
• Managed and engaged with all project managers across the program with a focus on schedule reviews.
• Liaison across the program between Confidential and HP transformation sponsors.
• Attended weekly calls with outside vendors to review and discuss overall status of SOW’s and resource staffing.

Confidential

Senior Consultant

Responsibilities:

• Led and managed the enterprise implementation and development of overall Enterprise Capacity Management Project.
• This included the migration of home grown systems to BMC Performance Assurance and the development of business and functional and technical requirements.
• Developed the overall Capacity Management Plan which included the RACI, Capacity Planners, Capacity Modeling, and working with all the lines of business and developing the overall final deliverable with sign off from the client.

Confidential

Senior Program Manager

Responsibilities:

• Led the overall BMC Service Level Management Implementation across the Confidential transformation Program.
• Setup the overall PMO organization and developed and implemented all the standards, templates, dashboard reporting as part of an overall process improvement for PPM.
• This included building the relationship with the PMO and Program Manager with Confidential .
• Developed communication plans, business case, project plans, tracked overall cost of the entire program, scope documents and facilitated all required workshops to identify the customer requirements. Key responsibilities included the planning and implementation of the BMC Business Service Management for Confidential with key ITIL processes.
• Facilitated and managed all workshops in the area of Asset Management, Identity Management (IdM/ESS), Run Book Automation, ITSM Remedy, Change Management, Incident Management and working with the dependencies across Service Request Management.
• Developed all required presentations for executive management to report on the overall program status to date and developed all required Confidential EMCAPS deliverables for each gate to obtain funding and approval.
• Prepared all presentations for weekly and monthly presentations for sponsors and stakeholders across the program.

Confidential

Program Senior Consultant

Responsibilities:

• Responsible for arriving on site and developing Dashboard View Framework for Confidential program which included the development of Project Plans, Scope Document with focus on identifying key stakeholders across the Enterprise and interviewing them to obtain business, functional and technical requirements.
• The focus with the development of new dashboard views is in the area of Capacity Management, Performance Management and Availability Management based on best practices in the industry.
• This engagement was identified as short term engagement with a focus on the Planning and Analysis Phase based on DHS UDM Service Delivery Methodology.
• The goal is to obtain high level requirements and develop Dashboard Prototypes for the Confidential management teams.

Confidential, Washington, DC and Silver Spring, MD

Director of Operations

Responsibilities:

• Reviewed the current “as is” state against best practices “to be” stated measuring the areas of CMMi maturity model. The Assessment was part of an overall organizational restructuring of operations with a focus on resource skill sets, improving overall quality and customer service, lowering operating cost, utilizing in-house tools more effectively, reviewing infrastructure, operating processes and procedures, and developing an overall road map.
• As part of the organizational restructuring of operations, it was necessary to in corporate support for Confidential ’s growth and increasing customer demand while taking into account varying business requirements as well as other industry changes and technology.
• Developed the overall comprehensive project plan with work break down structures, ETC’s, Resource Leveling and interfacing with all the business users.
• The assessment included the following disciplines with focus with Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, Release Management, Service Level Management, Availability Management, Capacity Management, Event Management, Security Management, IT Service Continuity Management, Event Management, Pain Points, Tools/Technology and overall skill sets across the IT Operations organization.
• Road Map which included 200 page comprehensive reports was mapped out in 5 phases over the last 12 months with specific deliverables and timelines to meet. This engagement was managed and implemented with only internal Confidential resources as part of the identified Process Improvement Team.
• The organization as whole is Union based Insurance Company that had not been introduced to change for years. The initial first two phases were educating the organization on the change and the benefits of restructuring the organization and introducing processes and procedures across the organization. The IT Operations group was responsible for managing over 200 Physical servers, 30 Virtual Servers, Data Center, IT Support Desk, Build and Deployment, Configuration Management, Change Management, Asset Management, Business Continuity and planning of the entire IT Infrastructure across Confidential . We were responsible for performing all the testing for Disaster and Recovery and implementing the new environment with off sight contract with HP facility. As I introduced ITIL V3 to the organization as whole we identified champions across the organization as key owners of key processes. As we restructured the organization, I was responsible for reporting directly to the CIO and managing the entire IT Operations organization as Director, IT Operations. This was an engagement where the position would then be filled with FTE position upon completion of the engagement. I was responsible for hiring all the new FTE’s across the organization and screening the new position and writing the requirements for Director, IT Operations. This engagement will be wrapping up over the next month.

Confidential, NJ

Senior Lean Consultant

Responsibilities:

• Responsible for performing assessment and developing Release to Production (RTP) framework.
• Arrived on site met with stakeholders across application teams.
• Developed Six Sigma SIPOC based on the current change control process, version control process, segregation of duties.
• Based on the SIPOC identified the hand offs and entry and exit criteria based on best practices to develop overall release to production process to deploy packages from request management to production.
• The following deliverables were produced based on initiative RTP Process, RTP Work Instruction, RTP Policy and Road Map detailing the current “as is” and provided recommendations based on ITIL V3 and also best practices.

Confidential, Houston, TX

Senior Consultant - Service Catalog

Responsibilities:

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• Met with Key stakeholders throughout the Globe via interviews and remote conference calls to obtain requirements to develop ITIL V3 capacity management processes and other ITSM key processes.
• Met with CIO to obtain his Vision and Goals of ITIL V3 and CMMi Actionable Service Catalog and documented these conversations into detailed Service Catalog Requirements., Asset Management Design.
• Developed a detailed ITIL V3 Road Map Document and Strategy to support Capacity, Availability, Performance based on interviews with key business units.
• Responsible for interviewing and assessing the offshore model for Service Desk Support and Incident Management.
• Met with the CIO to provide weekly progress updates on identifying the requirements to develop a costing model.
• Met daily with the Service Level Management team to provide leadership, mentoring, assistance to team members in regards to ITIL V3 key processes in the area of Incident Management, Problem Management, Change Management, Configuration Management, Capacity Management, Performance Management, SLA’s, Business IT Continuity.
• Developed comprehensive blueprint detailing the decomposition of the Business Services and IT Services throughout BMC.
• Met with PMO to obtain requirements to customize ITSM Remedy 7.5 to track the cost of each IT Service against each of the business services worldwide/business units
• The goal of this initiative was reduce overall cost of IT Services and improve overall quality.
• Mentored the Service Level Manager and provided my expertise in the area of Incident Management, Problem Management, Change Management, Configuration Management, Asset Management.
• Provided guidance in the area of the integration of ITSM Remedy, SRM, Configuration Management, CMDB, Incident Management, Change Management, and Problem Management.
• Provided guidance and examples in the area of developing Key Performance Indicators (KPI’s) and metrics to start collection of these in the area of Incident Management, Problem Management, Change Management and Asset Management.

Confidential

Senior Program Manager

Responsibilities:

• Served as liaison between the functional and technical teams in driving requirements in workshops and building partnership upon Confidential.
• Responsible for working with the blueprinting team in integrating financial and logistical requirements based on Supply Chain and P2P.
• Developed key processes in tracking requirements and documenting them in RequistePro and ARIS Modeling Tool and customizing Rational and HP Tools.
• Developed key CMMi processes and detailed policies, procedures, work instructions and CM Plans
• Attended the weekly Steering Committee with executive management and presented changes to requirements and change orders.
• Developed the overall topology of the setting up and implementing the Confidential Rational Products, HP PPM, Demand Management and Quality Center products
• Implemented and configured HP PPM and developed the key work flows for Portfolio Management and Demand Management.
• Developed processes to supporting the processes and use cases for detailed blue print requirements which was part of the implementation of Confidential Rational Enterprise Tools.
• Provided leadership within the Change Management and Configuration Management Teams around best practices with CMMi Framework.
• Developed the overall Configuration Management Plan and Change Management Plan which included the decomposition and mapping of CI’s across the program.
• Reported weekly to executive management on the Earned Value of deliverables to USAF and Executive Management Team
• Developed Key deliverables for the program which included: Communication Plan, Systems Engineering Plan, Change Management Plans, Oracle E-Business Functional and Technical Blue Prints
• Developed Confidential Rational and HP Administrative Guides, Users Guides, Training material for all staff members throughout the Program.
• Lead the weekly Change Control Board Meetings and Software Configuration Meetings which included developing minutes, updating the change control system, and documenting risk and mitigation
• Liaison between Business and IT to communicated the vision and perform as change agent to introduce change and negotiate and obtain agreement across executives and team sponsors.
• Developed key process documents to support defect management, change control and state transition for ClearQuest.

Confidential, Atlanta, GA

Senior Program Manager

Responsibilities:

• Met with stakeholders throughout both EDS and E-Commerce with specific questions identifying gaps in the current process and procedures across Environment Management.
• Liaison between EDS and E-Commerce in driving functional and technical questions and obtaining agreement on Environment Management.
• Provided recommendations to the offshore team in regards to managing the builds, configuration managing and coordinating work efforts in parallel based on the time difference.
• Developed key roles/responsibility documents details roles and SLA’s for offshore and US support.
• Met with sponsors to obtain their Vision and Objective of the Assessment.
• Documented their Vision and Goals, which were captured and documented within Vision document.
• Developed a detailed Road Map for executive management and obtained approval to implement the recommendations.
• Updated Build Management and Configuration Management Policies and Procedures.
• Developed a BEA Plum tree Process and Procedures Guide for offshore support.
• Developed a requirements specification document specially focusing on Lab Manager and VMware.
• Participated in weekly meetings with the Proof of Concept Lab Manager product.
• Participated and provided expertise in the risk and subject matter background with weekly deployment meetings.

Confidential

Senior Assessment Consultant

Responsibilities:

• Developed the key questions and matrix for the team to divide up the core areas of the process, organization and operations ITIL assessment.
• Interviewed key stakeholders throughout Confidential organization based the key questions and matrix developed as part of the overall assessment.
• Interviewed key offshore resources to determine skill sets and consolidation.
• Developed key deliverables in the area of Detailed Road Map and presentation detailing the gaps and recommendations and examples based on best practices.
• Presented the final deliverable to the CIO and key executives as part of the SOW.
• Provided key metrics and key performance indicators based on ITIL best practices in the gaps identified in the overall assessment as to benchmark and measure performance, availability, RFC in the future.
• Provided my expertise in the area of Change Management, Software Configuration Management, PMBOK - PMO Project Management Practices, Data Center Consolidation.

Confidential, Baltimore, MD

Senior Consultant

Responsibilities:

• Developed key health check and pulse check questions which were presented to the change agents.
• Participated in weekly conference calls provided updates and feedback from the executives.
• Developed Organizational Change Management Plan and Communication Plan.
• Trained the executives in the area of Organizational Change Management.

Confidential, Naperville, IL

Senior Consultant (SME)

Responsibilities:

• Viewed the configuration of Visual Source Safe and the early recommendations to migrate to Subversion.
• Assessed the current build management and automation using VSS and VB Scripts.
• Assessed the structure of VSS and release structure based on CMMi key processes.
• Met with key stakeholders and Operations to provide recommendations and best practices in the following areas: Release Management, Build Management SCM Model, Parallel Development, Version Control and Automation.
• Mentored and educated executive management and key team members with CMMi
• Developed SCM requirements specification document based on investigation and interviews and documented VSS documentation.
• Developed key presentations to executive management on quick wins and long-term strategy in implementing Enterprise SCM Solution.
• Structured and set up Windows Service to prototype ClearCase/UCM and ClearQuest
• Structure Subversion using standard structure of working copies and files using trunk and branching strategies using Subversion.
• Compared functionality of the tools based on the identified SCM requirements and recommended based on the release structure and number of maintenance releases deployed daily that ClearCase/UCM and ClearQuest would meet the needs of the business and specified SCM requirements.
• Presented my findings to executive management and operations and recommending implementing the Confidential Rational Tools.
• The contract ended due to the merger and acquisition of Confidential .
• Confidential has called me back on specific recommendations and ongoing support.
• The focus of this engagement was Engineering, QA and Management team to improve in their overall Release Management Process.
• Assessment was performed bottom up with a focus in reviewing the key process documentation in the area of Software Configuration Management, Release Management, Build Management and packaging and deployment.
• Identified key gaps throughout the key processes across Engineering, QA and Operations.
• Gaps were documented and presented to management in Road Map document and best practices and recommendations to improve overall Quality and Improve Release Strategy.
• Responsible for meeting with Executive Management and presenting my finds in a detailed deliverable and metrics that could be collected to start measuring performance, availability, quality and cost.
• Final deliverable was Road Map document documenting the “as is” and gaps and recommendations based on best practices in the industry with a combination of ITIL and CoBiT.
• Mentored FTE’s in the area of best practices around Release Management and rolled off the project.

Confidential, Harrisburg, PA

Senior Program Manager

Responsibilities:

• Developed the Change Management Policies and Procedures.
• Developed key deliverables based on the ITIL and CMMi Framework.
• Developed the Configuration Management Plan.
• Developed detailed project plans the implementation and training of the Confidential Tools.
• Set up and implemented the Confidential Rational Tools which included customization of ClearCase, UCM, ClearQuest, RequistePro and training and mentoring FTE’s throughout Confidential .
• Developed training material and users guides

Confidential, Cleveland, OH

Program Manager

Responsibilities:

• Reviewed subcontractor agreements and Sow’s from outside vendors to hire contractors to support the quality assurance organization.
• Developed detailed project plans and Quality Strategies for Executive Management.
• Interviewed contractors to support the Quality Assurance Organization to develop test plans, automate performance and load testing scripts using HP Mercury tools
• Worked with various projects in implementing Agile and working the areas of requirements management and testing cycles.
• Evaluated HP PPM and Demand Management for Executive Management.
• Developed training material and presentation to team members on best practices in implementing Quality Standards and Improve overall Quality throughout your organization.

Confidential, Richmond, VA

Senior Program Manager

Responsibilities:

• Managed the key team of Project Configuration Management Analysis (PCMA’s) responsible for supporting the gates and deliverables for each phase of the lifecycle.
• Develop root cause analysis reports for executive management based on key metrics and KPI’s in the area of change control, defect management, change management and root because analysis based on ITIL Framework.
• Prepared all decks and presentations for TSYS Executives and Confidential Executives based on the weekly progress updates which included KPI’s and Root Cause Analysis reports.
• Facilitated the Weekly Change Control Board Meetings and developed the agenda and minutes from these meetings.
• Provided recommendations in the area of Change Management, Release Management, Configuration Management based on the ITIL Framework.
• Change agent for the program with all key personal with residence to change.

Confidential, Boston, MA

Senior Consultant

Responsibilities:

• Directed and analyzed the conversion of migrating from Synergy to Confidential Rational ClearCase/UCM.
• Developed key deliverables in the area of Road Map and gap analysis with key processes across the Development, QA and Configuration Management Organization.
• After 5 weeks on site sold the SCM Solution and the client signed off on my recommendations for 6- month engagement.
• Developed key scripts to automate from Unix Environment to Windows based Environment.
• Developed detailed Project Plans, Requirements Specification Documents, Cross comparison of functionality from Synergy to ClearCase UCM Model for the user community.
• Developed Training Material and Trained both Upper management, Development, QA, BA’s, Configuration Management Organization.
• Migrated 465 Releases over to ClearCase UCM and developed the scheme to support the implementation of ClearQuest.
• Developed process and procedures document with focus on parallel development, release management and change management.

Confidential, Boston, MA

Senior Consultant

Responsibilities:

• Met with key stakeholders throughout the organization to identify gaps in the current process and provide recommendations in the area of Impact Analysis.
• Documented my findings in gap analysis document and developed a Road Map document with recommendations based on Best Practices using ITIL and CoBiT framework and the Implement of HP Mercury Products.
• Provided straw man documents and trained the user community on best practices around impact analysis.

Confidential, Charlotte, NC

Senior Consultant

Responsibilities:

• Met with SME’s and business units in identifying risk management and key controls throughout all financial and IT General Controls.
• Lead the testing effort for all IT General Controls and met with Confidential and E&Y to obtain feedback and guidance when required from 404 SOX compliance.
• Developed Test Plans and mapping of key controls based on ITIL, COSO, PCAOB, CoBiT as a framework for compliance.
• Responsible for updating the Change Management Policies and Procedures, Release Management Process Documentation based on our auditing findings.