SUMMARY

Production Support Manager
Pursuing ITIL Foundation Certification

Highly accomplished professional with a dedicated 20+ year career managing, expanding, and ensuring optimal uptime of highly transactional production environments. A process-oriented leader whose ability to evaluate, recommend, and introduce new standards, processes, and best practices has resulted in reducing defects, enhancing quality, and improving uptime of critical systems and services across global distributed environments. Strength in partnering with leadership, global teams, users, and vendors to analyze, plan, define, and implement critical solutions with strong ROI.

Core Competencies

• ITIL Service Management Best Practices
• Change & Release Management
• Incident & Defect Management
• Technology Evaluation & Rollout
• Project Planning & Management
• Team Training & Leadership

Professional Experience

Confidential, New York, NY, 6/2011 - 9/2011

CONSULTANT
Retained and given full accountability to design and build conference registration websites for events, removing the need for mailing out event registrations. Partnered with leadership and technical teams to identify needs, resolve issues, and align investments with Courts needs. Assisted in redesigning content of various SharePoint 2007 MOSS intranet sites within the court to provide ease in finding information and better navigation to sub sites. Developed wireframes to provide visual representation of their design to move to a branded SharePoint sites
Successes & Solutions:

• Built and implemented web site registration applications to enable ease of attending scheduled court events.
• Developed prototypes using Adobe Fireworks and Dreamweaver to be implemented as branded SharePoint solutions.

Confidential, New York, NY, 2010 - 2/2011

CONSULTANT
Retained and given full accountability to build and oversee the adoption of change / defect management, business modeling, and testing processes and tools to reduce defects and enhance quality delivery of software to clients. Partnered with leadership and technical teams to identify needs, resolve issues, and align investments with business goals. Deployed tools, established standards and models, and trained users on technologies and best practices.
Successes & Solutions:

• Established a fully automated configuration and defect management process leveraging IBM Rational ClearQuest. Migrated issues from 17 development projects to new environment, providing a 50% improvement on the ability to track defects. Established a role-based process and workflow within the environment to enhance security, traceability, and governance.
• Built and implemented a web interface to the IBM Rational ClearQuest platform to enable the outsourcing of testing operations.
• Set-up Software Architect and IBM Functional Tester environments to create use cases and conduct regression testing.

Confidential, New York, NY, 1989 - 2009
Built an impressive record of achievements through a series of increasingly responsible positions for this global financial institution.

BUSINESS ANALYST & TECHNICAL SPECIALIST / VICE PRESIDENT (2005 - 2009)
Selected to assist in establishing an integrated software configuration management and change management framework to improve traceability and control across the software development life cycle. Partnered with business, development, testing and project management teams in defining and implementing IBM Rational ClearQuest and ClearCase UCM tools and processes to achieve regulatory compliance, and improve overall quality of systems.
Successes & Solutions:

• Built out new centralized change management and configuration management environment and best practices leveraging ClearQuest and ClearCase tools. Based upon success, expanded environment to integrate 75 additional systems across Market Risk Technology into the standardized change management framework, capturing and removing 95% of defects.
• Led the utilization of third-party tool to enhance email notifications within new change management environment, improving current process by 60%.

TECHNICAL SPECIALIST / VICE PRESIDENT (2005 - 2009)
Chosen to develop a centralized platform and process to load financial data into core Global Market Risk System. Collaborated in designing new shared ETL environment leveraging Ab Initio; defining standards for creating load routines; migrating applications to new hardware platforms; and re-engineering legacy application leveraging Ab Initio and Java.
Successes & Solutions:

• Pivotal role in establishing new automated ETL environment, reducing timeframe to upload data from 15 systems by 50%.
• Evolved as a SME on the tool and process and assisted other technical groups in implementing centralized ETL environments.

TECHNICAL SPECIALIST / VICE PRESIDENT - Confidential (2001 - 2004)
Selected into assist in testing, validating, and integrating Solomon Brothers' interest, foreign exchange, and equity trading data from 25 disparate systems into the Citibank's Global Market Risk System in response to merger. Provided escalated support to Help Desk and Level II Production Support teams on resolution of issues across complex environment.
Successes & Solutions:

• Created an automated menu-driven system to sequentially extract, transform, and load data from 50 disparate systems into centralized Global Market Risk System processing more than one Terabyte of data annually.

DATA CAPTURE UNIT SENIOR PROGRAMMER ANALYST / ASSISTANT VICE PRESIDENT (1998 - 2000)
Brought on to oversee the integration of data from multiple systems across 50 countries into Global Risk Management System to provide a global view of risks and exposures. Designed and implemented new tools and best practices to integrate data feed validation into nightly production operations. Led team of 2 in scheduling changes and processes, resolving all escalated issues impacting production environment, and ensuring successful completion.
Successes & Solutions:

Pivotal role in re-engineering and rewriting Global Market Risk System to comply with new Risk Exposure Specifications.

PRODUCTION SUPPORT DEVELOPER / ASSISTANT VICE PRESIDENT (1995 - 1998)
Promoted to lead team of 3 in providing 24/7 production support to Global Risk Market System supporting global businesses. Collaborated with traders and risk managers to develop and maintain custom reports to analyze exposures.
Successes & Solutions:

Contributed to rolling out new VAX / ORACLE based Global Market Risk System, consolidating Citibank's worldwide trading positions for the calculation of Capital Risk Exposure / Value at Risk.

OPERATIONS SUPERVISOR / MANAGER (1993-1995) Computer Operator / Assistant Manager (1989 - 1993)
Recruited as Operator and promoted to Assistant Manager of night-shift production operations for the Interest Rate and Foreign Exchange applications within one year. Advanced to Operations Supervisor for mission-critical Global Risk Management System. Managed team in ensuring the optimal loading, processing, and reporting of key data for management.
Successes & Solutions:

• Conceptualized, developed, and implemented tool and process to automatically capture and load data from 20 disparate applications into Global Market Risk System and generate critical reports leveraging Progress 4GL, reducing human errors and improving overall efficiency.

Education & Credentials

Bachelor of Arts in Computer Science
Certifications
Pursuing ITIL Foundation Certification
Pursuing Cisco Certified
Internetwork Professional (CCIP)
Cisco Certified Voice Professional (CCVP)
Cisco Certified Network Associate (CCNA)
Cisco Certified Network Professional (CCNP) Cisco Certified Network Associate Voice (CCNA Voice)
Cisco Certified Entry Networking Technician (CCENT)

Technology Proficiency
IBM Rational (ClearQuest, ClearCase, Requisite Pro & Functional Tester) Tools
Quality Manager, Software Architect & HP Quality Center Tools
MS Office, Visio, HTMLPad & SnagIT Software; Oracle & Progress Databases
SharePoint 2007 MOSS, HTML, CSS, Adobe (Dreamweaver CS5.5FireWorks CS5), JavaScript
SQL, C, Pascal, COBOL, VBScript, Korn Shell, Perl & Python Languages
UNIX / Solaris, Windows & Novell NetWare Operating Systems
H322, SIP, MGCP, SCCP, TCP/IP, RIP, BGP, OSPF, EIGRP & HSRP Protocols