SUMMARY:

• Over 16 years’ experience in the IT Ops Management arena while working with different software applications and product suites on all 3 major platforms (UNIX, NT/SMS and Mainframe).
• Provided management and oversight of service restoration processes across multiple business and operational functions to actively govern the performance of product support.
• Developed and maintained the Incident Management process including documenting process and procedures in accordance with ITIL standards
• Experience with Service Now/HP Service Manager in pulling reports and managing work queues.
• Experience in Instituted Incident, Major Incident, Post Incident processes, Ticketing Standards, Queue Management, defined Impact and Urgency, set up internal SLAs, and much more
• Experience in Project Management, Release Management, Technical Process Management represents a unique combination of disciplines.

TECHNICAL SKILLS:

Ticketing/Monitory Systems: ServiceNow, HP Server Manager, Tivoli & many other

OS Experience: Microsoft Windows NT, Windows 7, etc., UNIX, Linux, MainframeTools: Microsoft Office Suite Product, MS Project, Visio, Lotus Notes, Share Point, Control - M, CICS, Oracle, Rumba, PeopleSoft, Siebel

PROFESSIONAL EXPERIENCE:

Confidential, Wayne PA, Jessup MD

IT/Change Management Consultant

Responsibilities:

• Experienced in reviewing, assigning, post-cert and documenting International Change Records and Task within ServiceNow/HP Service Manager (Vanguard)
• Experienced in pulling reports, and managing queues to ensure all tickets are resolved in a timely manner using ServiceNow (Vanguard)
• Facilitated and Lead the smooth transitions of ownership from one owner to the other. (Anytime Fitness)
• Spearheaded the transition from paper membership applications to web-base via an Ipad (Anytime Fitness)
• Support and maintained all IT equipment’s including installations, updates and replacements (Anytime Fitness)
• Provide monthly status and recommendations on business performance base on marketing strategies. (Anytime Fitness)
• Designed, facilitated, & implemented best practices on caring for adults with ADL at Odilia's House Assisted Living Facility to address the low rate of employee retention. After this implementation, employee moral went up 90%, and 0% turn over since implementation of changes in September 2017 (Odilia’s House)

Change Management Supervisor

Responsibilities:

• Experience in managing and elevating Production changes, evaluating their associated risk, impact & conflict analysis within ServiceNow and HP Service Manager
• Responsible for Incident, Problem, & Change Management for applications and infrastructure. Provide management and oversight of service restoration processes across multiple business and operational functions to actively govern the performance of product support.
• Establishing Policies and Procedures, creating Knowledge Management Systems, and driving concepts
• Manage planning activities by coordinating with release teams and TO PMO to effectively plan large and high-risk elevations.
• Liaises with Service Level Management to ensure all Incidents are resolved within established SLA timelines, and established service
• Managed full Disaster Recovery exercise (failing all Services from one Data Center to another). Ensured all Deliverables and SLAs were met.
• Schedule and forecasts resource allocations for elevations (personnel, tools, time), Chair Planning Meetings and coordinate new tool roll-outs.
• Provides senior level support to the HP Service Manager and ServiceNow tools and support enhancements, troubleshoot CMDB tool issues and perform impact analysis of scheduled Production changes.
• Spearheaded engagement activities within the IT department to foster a more collaborate work force across departmental lines.
• Completed a 3-year rotation with the HP Service Manager Support Team providing administrative functions such as, granting requestor's access to workflows, setting up profiles, configuring user menus, design and implement workflows and many more admin functions.
• Lead instructor at Vanguard University to document and teach how to use and navigate HP Service Manager to all IT crew members
• Managed and facilitated the largest Mainframe migration in Vanguard’s history moving over 10,000 JCL/Cobol batch and CICS modules. Ensuring that each library had adequate space capacity. This was a 12-hour migration project which ended successfully.
• Project Manager for the migration of HP Services Center to ServiceNow for the IT department
• Release Manager responsible for facilitating all Corporate division IT Releases on both the Open system(Unit/NT) and Mainframe platform
• Developed and taught monthly brown bag sessions for our US and Australian Crew on best practices for navigating within HP Service Manager and ServiceNow.
• Following an ITIL Model: Event, Incident, Problem Management changing culture driving best practices

Deployment Analyst - Supervisor

Responsibilities:

• Responsible for managing and assigning tasks and incidents to be completed and resolved in a timely fashion within HP Service Manager
• Resolve, manage, and mitigate risks and related issues, keeping upper management advised of all issues that may have a negative impact on the business operations, disrupt service levels, or vary from agreed upon standards.
• Use Control-m to elevate both open systems (NT/Unix/Linux) and Mainframe elevations. Monitor work daily to ensure distribution and completion of all validation and execution task.
• Coordinate the introduction of new processes, technologies, and releases, while recommending and implementing improvements to the Deployment process, and procedures.
• Work with managers to develop and implement staffing and operational plans. Document all projects and assignments and provide accurate and timely updates to the management team and department as needed.
• Project Manager: migrated all procedures (i.e. how-to documentation) to share point site. This project saved the team 40% of time spent on rework and reduced common deployment mistakes. Kept all documentation in a centralized location.

Technologist Specialist (Tier 2 Support)- LEAD

Responsibilities:

• Identify, troubleshoot and resolve all technical alarms being generating by our monitoring system (Tivoli) on the Mainframe
• Manage escalations and cooperated with supporting engineers, infrastructure and system integrations personnel in researching of system and networking issues
• Provide service notifications, concise documentation and daily reports on ongoing or resolved service impacting the clients
• Create and administer new scheduling requests which are part of the production acceptance process
• Centralize documentation by migrating all standard operating procedures (SOPs) to SharePoint

Operations Administrator

Responsibilities:

• Responsible for the creation and maintenance of production workload scheduling across all computing platforms
• Introduced Run Books to all functions, all teams to create Team Work across functions. Implementation of this standard reduced time spent on scheduling task by 45% and reduced scheduling rework
• Provide 24 X 7 on-call support for the production batch and transmission cycles
• Perform standard Incident Management duties and Major Incident Management duties