Principal Architect Resume
Southboro, MA
SUMMARY:
- Plan & execute transformation so business priorities drive strategy & spend.
- Offer hands - on and leadership experience in all phases of program delivery in agile and waterfall environments at global organizations.
- Manage and grow global relationships with customers using a consultative approach.
- Develop high-performing teams, leveraging individual strengths to provide optimal value to stakeholders.
- Expertise in a wide range of IT technologies.
- Thought leader on best-practices with proven commitment to customer success.
- Focused on continuous learning to keep up with changing technologies in the industry.
EXPERTISE IN:
- IT Service Management
- ITIL
- Lean Six-Sigma
- ServiceNow ITSM
- BMC Remedy ITSM
- CMDB
- Agile / Waterfall Projects
- Process Governance
- Business Analysis
SKILLS:
Technology: Service Management BMC Remedy ITSM, ServiceNow ITSM, EasyVista, Atrium CMDB, ServiceNow CMDB, Atrium Discovery and Dependency Mapping (ADDM), ServiceNow Discovery, ServiceWatch.
Event Management: BMC Proactive Performance Management, BMC Event Manager, BMC Service Impact Manager. Integrated with numerous other home-grown and vendor tools.
Databases: Oracle, MSSQL, MongoDB.
Programming: C, Shell programming, SQL.
Networking: TCP/IP, SNMP v2
Responsive: Web Design JavaScript, HTML, CSS, Bootstrap, Meteor, MongoDB.
Virtualization: VMware
Operating Systems: Linux, Unix, Windows, OSX.
PROFESSIONAL EXPERIENCE:
Confidential, Southboro, MA
Principal Architect
Responsibilities:
- Enterprise Service ManagementPlanned and executed the enterprise service management (ESM) strategy for IT. Provided solutions architecture for major projects.
- Drove continual service improvement for service management processes. Lead the implementation of new capabilities within service management.
- Streamlined IT Service Management process differences between Dell and Confidential ensuring continued support for existing organizational structures.
- Eliminated duplicate license and labor costs across both organizations, resulting in estimated $3M annual savings.
- Designed and continually improved service strategy processes on the ServiceNow platform.
- Implementing the end-to-end process from service demand initiation through service charter and release, ensured all new services and enhancements spend was based on actual customer demand.
- Reduced mean time to restore service (MTRS) approximately 25%, reduced support costs and improved service quality with a redesigned configuration management database (CMDB).
- Improved team engagement across and beyond IT by coaching, developing and promoting the capabilities of direct-reports to other departments.
Confidential, Waltham, MA
Senior Manager
Responsibilities:
- Drove consulting services’ revenues growth and improve profit margins.
- Increased profit margin 5% by improving consistency and efficiency of services delivery through standardized set of tools for implementation projects.
- Increased pipeline for new services sales with demand generation plays leveraging customer relationship data.
Business Service Management Architect / Principal Consultant
Confidential
Responsibilities:
- Executed strategic projects, built customer relationships, and developed best practices. Evangelized best practices for service management at various customer facing events.
- Improved consistency and reduced cost of solution implementations for the services organization by defining, harvesting and documenting best practices around service management implementations.
- Reduced the cost of service delivery and operations for a large insurance company through efficient IT processes aligned to the organization model; led the 23-member team through a $3M project to implement service management and service assurance.
- Reduced costs for service operations at a large pharmaceutical company leading a $1.2M project to implement IT processes using industry best-practices of the ITIL framework within Remedy ITSM and Atrium CMDB.
- Drove service delivery improvements by monitoring systems and processing error events based on configuration items affected to create, prioritize and route incidents.
- Drove cost reductions in financial and insurance companies by right-sizing environment based on current and expected demand.
- Used BEST/1 tools to provide predictive capacity management.