PROFESSIONAL SUMMARY:

• An accomplished IT professional with a strong background in project coordination and implementing new initiatives designed to improve business functionality.
• Over 18 years of proven ability to establish and maintain strong client focus delivering superior IT service management
• Excellent detail oriented hands on approach to engage teams, stakeholders and external vendors ensuring project deliverable targets
• Demonstrated skills in formulating effective solutions for demanding business requirements with scope analysis

PROFESSIONAL EXPERIENCE:

Confidential

Change and Release Manager Consultant

Responsibilities:

• Manage governance for Change Request based on enterprise standards for 500 Global Markets Applications via ITSM Remedy
• Facilitate review calls of upcoming changes to ensure requirements are met for production readiness
• Report on Change metrics and trends
• Communicate special event dates impacting applications and facilitate Change Condition Events and Change condition exemption processing
• Execute Change/Release SOP adherence Quality Assurance/Quality checks on randomly selected change request

IT Project Coordinator Consultant

Confidential

Responsibilities:

• Provided Project Management support to Project Owners and ensure successful delivery of programs / projects (Sampling of Projects consist of: Application Release Automation, Application Access Management and Established Team of SMEs monitoring and supporting toolsets such as MiFID II & Hadoop across multiple LOBs)
• Maintained full and accurate visibility for project statuses and health via the Tradeplant portal
• Assisted the Project Manager set up an Equities Tradeplant PMO Governance team to establish and maintain program/project delivery, including but not limited to - practices, standard operating procedures (SOPs), communications, supporting process guides and necessary templates/documents
• Defined high level project lifecycle (PLC) in context of PMI and firm Enterprise standards
• Defined processes for on-boarding new projects

IT Business Analyst Consultant

Confidential

Responsibilities:

• Performed feasibility analysis, scope projects, prioritized deliverables, recommended alternative solutions and schemed strategies, as well as engaged in negotiations for a migration of 200,000 users to Microsoft Office 2013 enterprise wide
• Assembled, analyzed, and represented business requirements
• Organized high level implementation plans, data, process models and data graphs
• Prepared deployment team on-boarding documentation process and procedures as well as FAQ’s (Frequently Asked Questions) documentation
• Liaised between Office 2013 Team and Deployment Maintenance Operations to ensure deployment process is seamless and proper approvals for Change Request are granted based on deployment restrictions and LOB requirements
• Drafted and submitted proposals for change management plans
• Oversaw all business readiness activities, issues and risk for software deployments
• Performed as a team leader for Lines of Business/Organizational Departments

Project Coordinator Consultant

Confidential

Responsibilities:

• Facilitated solutions with users, developers, and support teams to ensure Global Equities information migrates properly via an Application Program Interface (API) to ITSM Remedy
• Performed as SME for Change, Incident and Problem Management
• Prepared One-Pager reference guides for ticket system users
• Conducted QA testing to validate API to ITSM Remedy data flow
• Served as a liaison to Global Equities Department for TI solutions

Confidential

Incident Manager Consultant

Responsibilities:

• Instigated and chair technical and management bridge conference calls with the objective of driving to resolution the most severe technical issues causing reputational, financial, and regulatory impact to the firm; provide a command and control presence as an authoritative representative of the Global Technology Infrastructure Production Assurance Center
• Sent technical executive-targeted email communications giving status updates of the incidents
• Investigated ITSM change management record for potential Root Cause Analysis for related significant technology incidents
• Enforced the firm’s Emergency ITSM Change Management process to address significant technology incidents
• Attended and represented the Global Technology Infrastructure organization on recovery efforts and Root Cause Analysis reviews
• Participated in major command centers and critical site tests coverage
• Reviewed the problem management tool for lower severity issues and ensure that the appropriate focus is being given by the assigned technical team

Confidential

Outage Coordinator Consultant

Responsibilities:

• Coordinated IT Outages to ensure proper escalation procedures were promptly executed using NYU’s ITIL framework
• Facilitated conference calls for all Priority 1 issues impacting EPIC users to ensure all required parties are engaged and were resolved within the required Service Level Agreement
• Managed the incident ticket’s lifecycle from time of detection to restoration point
• Managed incident tickets via Front Range ITSM ticket system

Incident Manager/Project Administrator Consultant

Confidential

Responsibilities:

• Triaged incidents to ensure Claims Integration Production Support Service Requests are expeditiously fulfilled during Mainframe Migration Projects
• Generated issue status reports for Senior Management
• Coordinated resources for facilitators in problem resolution and escalation
• Escalated incidents to 2nd Level Support or Management when appropriate
• Ensured ticket statuses are continually updated in the Remedy ticket tracking application system
• Monitored and informed management of critical incidents, recurring problems and incident trends
• Liaised between both technical and functional support groups, command center managers and business users
• Developed and maintain procedural documentation for Command Center processes via SharePoint

Confidential

Project Coordinator Consultant

Responsibilities:

• Worked with Project Manager, Team Lead, SME and IT Security Team to coordinate Mainframe Entitlements Simplification Project
• Managed on-boarding process for all Axis team members
• Tracked and documented all issues and risk impacts for the project planning
• Managed all required access to Confidential Network and Mainframe for Axis team members via Marketplace
• Provided weekly status on pending issues, concerns, and customer feedback to the IT Security Department
• Performed as liaison between Axis Technology team members and Confidential employees

Confidential

Analyst

Responsibilities:

• Provided technical support for large corporation Service Desk during an extensive network migration
• Maintained a high degree of customer service for all support inquires and adherence to all service management principles
• Provided daily records of each support inquiry via Confidential Maximo- an incident management tracking tool
• Assisted end users with authentication to a network resource via RSA SecurID allowing remote access
• Managed departmental support for sales force (CRM), MS Office, and troubleshoot software & hardware issues

Confidential

Access Management- Project Administrator

Responsibilities:

• Implemented account provisioning, on-boarding, system security, application entitlements, Windows login accounts, ILX market data, mainframe applications, general desktop configuration settings and maintained account security via Identity & Access Management on Wealth Management Workstations for over 750 ML branch offices
• Collaborated with project managers, developers and vendors to support project maintenance, stressing adherence to project timelines and reported project metrics to identify development progress and potential risk.
• Performed as a liaison between ML Call Center Personnel and End Users to minimize the disruption of IT services
• Oversaw and trained interim employees via the Branch Office Security Systems to provide access to the Wealth Management Platform and troubleshoot issues for BLACKROCK (external) users
• Reduced time to resolve problems by streamlining incident and problem resolution, technical documentation and escalation procedures via SharePoint using ML’s ITIL framework
• Improved processes using work flow charts to validate and test change

Deployment Service Support

Confidential

Responsibilities:

• Worked with project team and stakeholders to deliver the scope outlined with Statement of Work (SOW)
• Assisted with network conversions and provided hardware/software post upgrade support to ML branch offices ensuring users could logon successfully with access to all applications before the next business day
• Coordinated and executed deployment for new, closing, and relocating branch offices
• Provided backend support to assist vendors with network issues and collaborated with internal support groups

Systems and Applications Operations Specialist

Confidential

Responsibilities:

• Created all logical definitions on mainframe systems connecting the company to all currency exchanges, automated trading systems and host print traffic queues for domestic and international offices
• Managed all user accounts - generated user profiles, implemented user rights, accounts policies, permissions, security settings and data migration, mapped users to home directory and hidden share drives and restored user data
• Built printer configurations on Confidential mainframe system and setup print shares on Windows Print Server
• Processed specified trouble tickets via Remedy ITSM ticket system to ensure that proper escalation procedures were promptly executed and managed the request lifecycle from time of detection to restoration point
• Provided professional expertise to resolve issues and concerns while maintaining Service Level Agreement (SLA), Automatic Call Distribution (ACD) and Mean Time to Repair (MTTR) guidelines for Financial Advisors