SUMMARY:

• Experienced IT Manager with international experience managing and supporting global infrastructure and service management projects in the United States and Europe
• Technical experience with core IT infrastructure and service management technologies and solutions
• Ability to manage and create relationships with global stakeholders and customers through effective leadership and communication

TECHNICAL SKILLS:

Infrastructure and ERP Systems: Active Directory, Cisco UCS, Exchange, Oracle Manufacturing, SAP Business Objects, VMWare Virtual Server Management, Windows Server and Desktop OS

Service Management: BMC Discovery (ADDM), BMC Remedy, BMC Atrium CMDB, HP Universal Discovery (DDM, uCMDB), ServiceNow, Alemba vFire (formerly Infra/VMWare Service Manager)

IT Management Experience: Service Delivery Management, IT Infrastructure Management, IT Service Management, Financial Management, Customer Relationship Management, IT Customer Service

PROFESSIONAL EXPERIENCE:

Confidential, Pittsburgh, PA

IT Configuration Manager Administrative Office

Responsibilities:

• Manage the planning, build out, and implementation of the BMC Discovery and BMC Atrium applications to establish a Configuration Management presence for the AOUSC
• Build and manage the Configuration Management processes and policies to be used by the AOUSC in creating their Configuration Management Database (CMDB)
• Perform administration of the BMC Discovery, Remedy ITSM, and Smart Reporting servers and applications
• Drive adoption of the BMC tools for use by the AOUSC to replace existing systems or use as new systems
• Assist other ITIL process owners with integration into the Configuration Management data and work with the AOUSC Enterprise Change and Configuration Management Branch to deploy standard procedures and processes

IT Service Delivery Manager Data Center Services

Responsibilities:

• Responsible for delivery of all Infrastructure services provided by the server hosting layer (Processing) including but not limited to server procurement, backups, patching, monitoring and alerting, maintenance contracts, storage, security, and governance
• Manage delivery of the above services for the Workplace and SharePoint Processing server environments (300+ servers) and Confidential Midrange server environment (4500 servers)
• Manage the statements of work (SOWs) for the various services under Workplace and Enterprise SharePoint
• Manage and approve financial cycles related to the hosting services and for any hardware procurement required for ongoing projects and initiatives
• Manage business relationships between the corporate Confidential team and its suppliers and internal customers

IT Service Delivery Manager IT Service Management

Responsibilities:

• Responsible for all aspects of customer relationship management between Confidential (XBS) and Confidential Information Management (XIM) regarding the ACS Management Platform (AMP), which consists of BMC Remedy, SAP Business Objects, SharePoint 2010 and an internal web portal, Compass.
• Manage the processes and delivery for AMP application support, account administration, billing, and core ITIL processes - Incident, Change, Service Request, and Configuration Management
• Manage the implementation of the statement of work (SOW) requirements for small transition projects related to the AMP applications
• Responsible for managing and meeting SLAs/KPIs related to the AMP applications and services
• Main point of contact between XIM and XBS for any AMP steady-state projects, issues, and requests

Senior IT Controls Analyst

Responsibilities:

• Project leader for Configuration Management to plan, design, and implement an enterprise Configuration Management Database (CMDB)
• Designed and enforced Incident, Change, and Problem Management processes as part of the IT Service Management team
• Led network and infrastructure discovery efforts for impact analysis methods related to critical business and technical services

International Project Leader IT Infrastructure and Service Management

Responsibilities:

• Implemented a Configuration Management Database (CMDB) on global scale for a Fortune 500 company based on ITIL principles
• Designed integration between Configuration Management and existing Incident and Change Management processes
• Managed IT Service Management and consolidation projects up to $2M and consulted with outsourced and global service management organizations and business units
• Leader and facilitator of the Change Advisory Board (CAB)

Performance and Architecture Systems Analyst

Responsibilities:

• Global infrastructure project lead for the integration of the largest acquisition in company history, SigmaKalon, based in the Netherlands
• Completed enterprise performance and infrastructure analysis models related to new and existing products and applications
• Assisted international ERP (Oracle) projects and implementations by measuring the performance of the backend systems and acting as a liaison between global infrastructure teams in Pittsburgh and local personnel (On-site in Europe)
• Created and maintained service level agreements for critical business applications
• Provided tier four support and internal consulting to infrastructure groups to help solve their toughest incidents (all enterprise technologies)

Exchange and Active Directory Analyst

Responsibilities:

• Administered a global Exchange system of approximately 80 servers and Active Directory domain controller fleet of approximately 150 servers
• Migrated enterprise Exchange server fleet from Exchange 5.5 to Exchange 2000
• Served as tier three technology support to strategic business units and the Global IT Service Desk

Customer Support Analyst

Responsibilities:

• Employee of the Year - MVP