SUMMARY:

• IT Production Management professional with a diverse background and refined skills in IT Production Management Support, Global Change, Incident, Problem, Configuration, Release and Project Management.
• Highly accomplished leader blending strategic thinking and continuous improvement with expertise in change management, strategy, operations and technology
• Experienced in developing and leading initiatives to drive employee and team performance improvements
• Experienced in employing technical and operational skills to streamline operations and increase efficiency with a proven expertise in organizational development, team building and mentoring
• Promotes a high degree of morale by inspiring trust and confidence amongst the teams as well as building credibility throughout the organization
• Expert in driving change and aligning organizational activities with business goals and needs
• Specializes in leading global and corporate initiatives, includes PMO, business process analysis and stakeholder engagement
• Influential leader focused on mentoring and developing team members to engage in strategy and deliver performance excellence

TECHNICAL SKILLS:

Change/Incident/Problem Management: strategy, operations and technology

Extensive Global: ITIL experience, ITIL Foundations

Service Management systems: ITSM, GSD, Remedy, Service Now & Peregrine

Project Management: SDLC /Agile/Waterfall / Business Analysis /Disaster Recovery

Capacity Management and Monitoring: Control - M & Splunk

Data Center Management: Mainframe, zSeries, iSeries, AS400, z/OS, DB2, ChangemanEndeavor, Windows, Unix/Linux, Cloud

Cognos Database: Metrics & Reporting / MS Office Suite / Office 365/ SharePoint

EXPERIENCE:

Confidential, Chicago, Illinois

Responsibilities:

• Conducted risk rating analysis on Projects, performed periodic Priority 1 incident reviews and production breakage analysis.
• Advocated for enhancement scope items; providing approvals on major project deliverables including non - functional requirements, architecture reviews, test strategies and deferred defects.
• Signed off on operability (PTO) checklist for each project and release going live into production.
• Facilitated and participated in project post mortem and lessons learned sessions. Communicated release status and PTO effectiveness to executive management.
• Coordinated Knowledge Transfer sessions ensuring proper training for support staff and documented support process changes.
• Provided guidance to project teams on conducting failure analysis and implementing monitoring capabilities.
• Measured production stability with focus on P1 incidents, enabling continuous PTO process improvements.
• Defined cross-tower and internal impact communication strategy; managed and communicated impacts; and collaborated with other lines of business on best practices.
• Evaluated PTO readiness for projects deploying into production; supported the organization and technologies once implemented.
• Conducted FTE budget analysis providing executive management with estimates for the 2018 budget.

Confidential, Lincolnshire, IL

Change Consultant

Responsibilities:

• Lead Change Management process workshops and engaged with Executive Management and Staff recommending and creating action plans for process improvements.
• Successfully launched an Enterprise wide Pre-CAB Change Management Process, soft launch was completed in December 2015. Completed a “Big Bang” implementation in January 2016.
• Managed the Enterprise Change process for division of approximately 2,000 Confidential employees.
• Responsible for chairing a bi-weekly Pre-CAB & CAB’s (Change Advisory Board Meetings), assessing and approving changes for “Go Live” into the production environment, liaised with executive management to review change readiness, risks and collisions.
• Lead a steering committee for the creation of an official Confidential CAB charter and successfully implemented the CAB Charter in February 2015.
• Created a roadmap, partnering with leadership to help them communicate and execute sustainable strategies with clarity and influence.

Confidential, Vernon Hills, IL

Service Assurance/Change Manager

Responsibilities:

• Includes IT Service Delivery, IT Service Acceptance (ITSA), Data Center Service Management (DCSM), Command Center Operations (CCO), Data Center NOC/IT Service Desk - Quality and IT Operations Change Management
• Successfully project managed the US, Canada and Americas (Mexico, Brazil & Argentina) rollout/deployment of Confidential ’s new (SPD) Service Assurance database. Responsibilities included performing UAT, system and stress testing, trained all personnel on the usage of the new tool, and chaired mass presentations presenting features and functions of the new software to over 200 Project managers within Confidential .
• Project managed and developed specifications / requirements for the installation of a new Global Change Management Intranet site. Created and installed a Change Management events calendar on the site which was instrumental in scheduling changes, identifying risks and mitigating change related impacts across multiple business units.
• Responsible for the day-to-day delivery and onboarding of new services within the Global & US data centers. Successfully managed over 600 projects that were implemented with zero high impact outages to the business.
• Responsible to ensure deployment of quality services and technologies into the Global & Regional production environment and is the single focal point for all transitional elements in Service Operations.
• Ensured that the Global & US Data centers were fit for purposes and that services are placed, managed and operated to the highest standards so that businesses supported receive the best value and resilience within (DCSM).
• Responsible for Production Suitability testing, Service Implementation & Support and disaster recovery. This includes documentation, operations acceptance testing and service operations.
• Managed the Change Control process within the technical environment on behalf of both Regional and Global Data Centers supporting over 2000 technical & business users. Change volumes averaged between 800-1000 changes per month.

Confidential, Vernon Hills, IL

Senior Change Manager

Responsibilities:

• Determined the course of action for monitoring, planning, development, testing and implementation of all Data Center changes.
• Managed changes that could potentially disrupt mission-critical functionality that involve hardware, software, operational and process modifications.
• Change success rate was 99.2% with a goal of 98.6% through year end December 2015.
• Developed and implemented a Global Change Readiness Review program.
• Partnered with the Project Management Office (PMO) analyzing readiness for major projects to determine and insure overall preparedness for changes and subsequent impact on workforce and service delivery.
• Performed quality checks on all changes validating implementation, verification and back out plans.
• Ensured that all required IT, Business and Management approvals were in place prior to change implementation
• Developed and implemented a Global Change Embargo, “Freeze” Restriction program around major system deployments. Success was measured by a reduction in the number of emergency changes with zero outages to the business during the freeze period.
• Created an ITO (IT Operations) Change Advisory Board (CAB) and chaired weekly IT Change review meetings performed a high risk event analysis utilizing (CAB) approval of major changes prior to scheduled activation or implementation.
• Ensured Change Management was compliant with all operational risk controls in accordance with SOX and IT Audit regulators standards and policies.

Confidential

Global Production Assurance Manager

Responsibilities:

• Managed multiple high-severity incidents requiring multi-vendor engagement and cross-functional team leadership. Responsible for driving an effective & efficient Incident Management process. Ensured timely service restoration and resolution of incidents while maintaining problem life-cycle in accordance with resolution and restoration SLAs.
• Monitored and managed event alerts, initiated bridge calls and escalated major issues to senior stakeholders
• Performed Root Cause Analysis provided leadership for teams in the analysis process to identify and recommend improvements, improve productivity and increase client satisfaction. Managed and escalated with vendors and third party support as needed.
• Administered the Change, Incident & Problem Management function across the Global production environment, served as user champion closely partnering with heads of IT to determine the needs and prioritization of changes within the group.
• Developed and delivered a global in house change management tool. Created test data and specifications for system testing and modeling. Responsible for all configuration changes and future tool updates.
• Lead cross-functional teams.
• Maintained balance between business and technical activities.
• Performed and led Root Cause Analysis.
• Collaborated with vendors, providers, local and off shore support teams
• Remained primary Point-of-Contact during and after incident.
• Provided on-call 24x7 support.
• Documented details of incident and reported to senior executives.
• Documented steps to resolve and mitigate future outages.
• Provided leadership and direction to technical teams.