SUMMARY

• 14 years IT experience focused on IT Service Management/ITIL process & solution design, business process management, process and tools implementation, operations, support, and software solutions delivery. Roles include Change & Release Management subject matter expert, global process owner, solution manager, and customer support manager. Extensive ITIL-based process experience defining requirements, designing, implementing (business process and support tools), and delivering training. Award winning customer partnership and excellence accomplishments. ITIL certified. Published IT best practice guides. Founding member of Microsoft Operations Framework (MOF).
• Lead designer for creating and implementing an Operate Process Model – ITIL-based business processes for Change & Release Management, Configuration Management, Incident & Problem Management, Service Level Management
• Global Process Owner and Manager for Release and Change Management; Enterprise CAB Manager
• Authored best practice guides, SDLC process for Change & Release Management, and developed courseware on change and release management
• Established IT service management office tasked with developing and enabling IT service management processes and standards
  
• My passions and strengths include: business operations and process management; customer excellence and satisfaction; project and program management; Microsoft technology and products; leadership, team building, and people development/management/training.

RELEVANT PROFESSIONAL EXPERIENCE

Confidential, Redmond, WA 14 years

Global Process Owner & Solution Manager 
Responsible for designing, implementing, managing and improving IT business processes for company business units. ITIL-based Process leader accountable for driving standardized business operations processes across the organization. Supporting duties include driving new software business requirements, and driving management of change – training, marketing – through development and execution of training courses, town hall events, websites, and newsletters. Accountable for defining and managing KPIs, metrics, SLAs, and OLAs.

• Designed and implemented new business processes and governance models utilizing ITIL principles and best practices as a foundation
• Global Change and Release Manager responsible for ensuring highest levels of quality and integrity of changes and releases implemented into the corporate IT environments
• Team leader in successful design and implementation of new business process platform (ITIL-based business processes and ITSM global software platform) for 7000 users encompassing all critical Microsoft IT business processes – Change & Release Management, Configuration Management, Incident & Problem Management, Service Level Management - in two years
• Achieved 100% overall adoption of newly designed IT services and business processes across Microsoft IT in eighteen months

Confidential, Microsoft Services 
Responsible for managing a business critical global Change & Release process in delivering product, tool, and process updates and training across Microsoft (15,000 consumers).

• Achieved seven year KPI highs in overall NSAT (Net Satisfaction) and release quality

Sr. Program Manager, IT Service Management Office
Responsible for establishing a service management office tasked with developing and enabling IT service management processes and standards across Microsoft IT. The role objective is to increase Microsoft productivity and reduce cost through service oriented governance.

• Published industry case study on implementing IT Service Management
• Achieved 98% IT service capability maturity compliance across Microsoft IT services

Sr. Program Manager, Enterprise Customer Solutions 
Responsible for delivering customer solutions encompassing IT business processes, technology, tools, training, and support components. Also responsible for provision of technical guidance to Microsoft customers, partners, and consultants on deploying and managing IT solutions.

• Developed and shipped global courseware on IT change and release management processes.
• Lead author for the Microsoft Operations Framework – MOF was created to provide prescriptive guidance across the entire IT life cycle (complementary to ITIL), providing organizations with the knowledge to seamlessly blend business and IT goals while establishing and implementing reliable, cost-effective IT services.
• Delivered enterprise customer solutions on Managing the Windows 2003 Server platform including Windows Server 2003 Product Operations Guides, Account Management, and Management Architecture guidance. Received Windows Server 2003 Ship-It award.
• Developed and shipped Windows product operations guides – received MS Ship-It award. Represented Microsoft’s first Windows product operations guides

Operations Support Manager, Product Support Services
Responsible for managing Microsoft’s mission critical business and customer support systems and tools. Managed support teams and responsible for achieving or exceeding customer services levels per SLAs and contracts.

ADDITIONAL PROFESSIONAL EXPERIENCE

Confidential, Seattle, WA
IT Project Leader 

Confidential, Fresno, CA 
Information systems project manager

Confidential, Bellevue, WA 
Business Development Manager

• Achieved Customer Satisfaction Index (CSI) of 96.7 – re-engineered business processes and procedures. National leader in customer satisfaction 4 times.

Confidential, Seattle, WA 
Guest Services Manager

• Re-engineered customer services operations processes to increase efficiency and guest satisfaction. Reduced customer dissatisfaction (volume of customer complaints) by 40%.

OTHER
Developer of websites for local non-profit organizations – schools and sports leagues.
Program director for local youth baseball leagues; Youth baseball coach for 12 years.

EDUCATION
Confidential, B.S. program, Business Administration 
Multitude of post-educational courses in technical, management, and leadership disciplines.