PROFESSIONAL EXPERIENCE:

Confidential, Vienna, VA

IT Service Manager

Responsibilities:

• Assisted the Jacksonville City Council with how to design and send electronic newsletter blasts and manage a subscriber list.
• Trained staff in the Confidential 's Office and Public Information Office on how to blog using Confidential .
• Assisted ITD and the Human Resources Department with training plans and strategy for rolling our Windows 7 and Microsoft Office 2010 to at least 6000 employees across COJ.
• Provided extensive training to the JSO for their rich client time and attendance system both on site with officers and in the Duval County Pre - trial Detention Facility (jail).
• Designed and conducted the Jacksonville Public Library (JPL) training when COJ implemented e-commerce and allowed ACH and credit card transactions in our branches.
• Trained all COJ Parks and Recreation staff on the Online Summer Camps Registration Process and assisted citizens with Technical Support via telephone.
• Received exemplary ratings on performance from my supervisor.
• Managed and developed two major products for the e-marketing and commerce department.
• Created a working demo of the entire live HomeSide online mortgage origination site by capturing live JSP pages, converting to html, and modifying the Java code.
• Created CD-ROM demo used by HomeSide's Sales and Marketing team for client presentations throughout the United States.
• Gathered information from cross-functional teams to understand how they measured key performance indicators (KPI) for their teams. Used this information to apply the production changes necessary to achieve the KPI metrics outputs
• Migration and maintenance of Infrastructure documents and libraries on SharePoint.
• Management of multiple Remote teams, including offshore consultants.
• Regular communication to the Business and Senior Leadership regarding What to Expect and How to Prepare for coming changes and deployments.
• Coordination of Service Desk support for Infrastructure Rollouts from First Day of Business through Maintenance via email, Service Now, phone support (local and offshore), as well as Bomgar Sessions.
• Consulted with businesses and non-profits to streamline and improve business processes utilizing Six Sigma, CMM, SDLC, PMBOK, and ITIL principals.
• Assisted local IT Development Start-up Company with staffing, recruiting, and business plan.
• Manage project scope and proactively identify and resolve client challenges. Identify risks, issues and migrations and manage these during the life-cycle of a project.
• Represent the team and Prosum while leading a Sev1 and Major incidents.
• Provide technical direction and coordination to the resolver groups involved.
• Ensure trouble free access to Application and database 24 hours a day.
• Skilled in collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams
• Having good understanding in infrastructure technologies like (UNIX, Servers, Middle ware, Email and Messaging Services and Networking, etc.)
• Manage project scope and proactively identify and resolve client challenges. Identify risks, issues and migrations and manage these during the life-cycle of a project.
• Created a Marketing Portfolio web site for Global E-Business Development, which included all banner and tile ads available from our department, various templates, and examples of marketing and sales tools (PDF and DOC files), press releases, e-marketing and direct mail campaigns, client relations information, public relations information, and company information.
• Created a CD-ROM version of the Marketing Portfolio for use as a sales tool.
• Participated in many departmental projects such as editing web content, direct mail pieces, and brochures.
• Wrote web and printed content. Trained in mortgage banking, Freddie Mae, Fannie Mac, Sallie Mae, HUD, Secondary Mortgage Market, Hazard, Tax, Escrow, Insurance, REO, Liens, Lease Holds, and Origination.
• Project Lead for online documentation for Confidential 's client-server/thin client product, Director, as well as all custom Director projects, and MSP.
• Used various versions of RoboHelp, MasterHelp, MS Office, Paintshop Pro, and Visio.
• Worked with developers, designers, and analysts to create HTML, context-sensitive, and Windows-style help.
• Established the first web design standards for Confidential 's online help products which utilized HTML, ActiveX, Java, and JavaScript.
• Manually coded HTML and used authoring tools (FrontPage, Dreamweaver).
• Designed and conducted usability tests for my documentation products and the Director product.
• Supervised the creation of an Confidential Publications Products CD-ROM catalog that was distributed to all Confidential clients.
• Supervised the work of other employees and reviewed their work.
• Participated in the interface design process for Confidential 's thin client products with browser delivery.
• Participated on a task force to set standards for Confidential .
• Wrote feature articles for the Confidential corporate magazine.
• Participated on the planning committee for all Confidential corporate events in Jacksonville.
• Provided leadership for the Operational Support Teams and subcontracted vendors. Responsible for implementing the technology and refresh plan for data protection, storage, network, server, mainframe and ther infrastructure solutions. Directed teams to meet or exceed the required services. Worked with vendors to provide the required technology and installations to fulfill the service requirements. Maintained relationships with Xerox Client Service Managers and client Customer Service Representatives to address service issues.
• Designed and managed collaborative team sites using SharePoint.
• Mentored and trained employees on PMBOK tools, Six Sigma tools, ITIL framework, and SDLC in order to ensure continuity and understanding across project teams.
• Implemented practices to enable regional change managers, distributing locally impacting change management activities to local country IT offices
• Developed a SharePoint based risk register to calculate and color code project risks for communication to stakeholders
• Managed build-out of two remote hosting centers in Canada with a combination of managed services and co-location models to allow for hosting of Canadian based customers.
• PM and Business Process Analyst- led SAS IT’s Change Management Project from inception through 2nd release. Key goals of reducing incidents and problems related to changes, thus decreasing downtime and customer impact, by the creation of a unified change process and supporting system across IT. Leveraged existing custom MIDAS ticketing system and PERC CMDB delivering enhanced functionality through familiar tools.
• Managed multiple releases of MIDAS (SAS’s ticketing system) and PERC (SAS’s CMDB) including leading evaluation and prioritization of requested enhancements and ensuring that they fit with the overall Service Management Strategy.
• PM and technical resource for HA3, SAS’s out-of-band monitoring and alerting for critical systems including hosted solutions providing alerting even in the event of a campus-wide failure
• Managed the design and implementation of a High Availability infrastructure for SAS’s ticketing system and CMDB to ensure uninterrupted availability even during a major incident
• Implemented remote disaster recovery co-location data center for use by SAS Solutions onDemand to host customer solutions as well as for business continuity of critical SAS internal systems. Managed technical resources during planning, implementation, and go-live phases.
• Developed standard data center footprint documentation to detail the typical starting point for services when establishing a new remote location
• Project manager for global IT infrastructure, service management, cost reduction, and process re-design projects
• Project manager for implementation of a large, enterprise IT cost reporting application (Apptio)
• Lead managed network services (MNS) mobility rationalization project for oil/gas major
• Executed weekly reports, metrics, and dashboards for the client IT leadership team
• Executed IT communications strategy and plan for large IT programs as the organizational change management lead
• Manage and maintain accurate budget, forecast, resources, invoicing, and overall profitability for infrastructure projects through stringent adherence to oil & gas project delivery frameworks
• Streamline Downstream business IT cost reporting process and management dashboard to improve accuracy of budget forecasting and demand planning activities
• Executed multiple IT tools rationalization projects reducing licensing cost for the client
• Enhance end-to-end request to pay processes for IT organization by implementing a standard purchase order reporting and tracking process
• Support general client strategy with regular internal & external presentations to business stakeholders & leadership teams
• Develop and maintain trusted business relationships at senior management level
• Executed numerous total cost of ownership & return on investment assessments for new technology roll-out via cost modeling
• Implement IT service management framework and standard processes based on IT Infrastructure library (ITIL V3) methodology
• Responsible for planning and managing the Application and Infrastructure releases for the IS organization
• Working with Application Directors to develop a prioritization process and method to bundle the request for changes into manageable releases
• Scheduling after hours impactful changes that may cause degraded services during the business day
• Ensuring all changes pass Quality Assurance testing and User acceptance testing
• Managing deployment planning to ensure we have the capacity for implementation in the allotted time frame of the release
• Facilitating post deployment validation conference calls
• Responsible for developing and maintain the trending metrics dashboard for Release & Deployment Management specifically for successful vs. failed deployments
• Following up with the implementation team to ensure all failed changed were backed out according to the back out plan assigned to the change record
• Developing weekly presentations, providing status and a health report of the release to the Application and Infrastructure organization
• Determining the impact of Infrastructure changes for monthly maintenance weekend activities
• Maintaining the release calendar for maintenance weekend activities
• Developed and Managed the IT Service Management / ServiceNow Strategic roadmap
• Managing day to day development of ServiceNow while supporting the production environment
• Conducted regular product road mapping session with Senior leadership to prioritize workload
• Monitored Incident Management Service Desk Functions in order to meet SLA's
• Accountable for the quality and effectiveness of key ITIL services including Request, Incident, Problem Change, and Knowledge Management.
• Facilitating the setting of policies and standards to be applied in the ITSM environment
• Designed and built a Service Portal reducing manual tracking of requests
• Developed Shared Service Level agreements among multiple providers while to managing business process outcomes (end to end).
• Responsible for the ongoing maintenance of Service Now including upgrading on a regular basis
• Accountable for ensuring team members follow all documented policies and procedures
• Responsible for managing demand/supply balancing for multiple IT groups
• Responsible for cascading communications throughout the IT organization
• Managed demand intake with cross-functional teams in order to prioritize workload.
• Performed hosting operations duties including review and approval of change request tickets, representing the hosting team at weekly check point meetings and change review meetings, and ordering and managing of services at remote managed service facilities (HP)
• Developed a site-wide dynamic Intranet menu system using ASP, Active-X, and SQL Server. Developed menu management system (ASP / SQL / COM) to allow developers to register their applications to appear on the menu automatically, relieving administrators from maintenance of the menu system
• Managed vendor relationship to prioritize production issues
• Developed escalation path for critical production issues.
• Developed a customized portal page in a combination of Lotus Domino and ASP to provide each location or region of the world with customized news and announcements
• Lead Infrastructure PM for all Infrastructure Renewals and Service Contracts including legal review of SOWs, Change Orders, and other contracts.
• Point of contact for Procurements, Finance, Accounting, Vendors, and Payment Resolution for Infrastructure Team.
• Subject Matter Expert (SME) for Procurement, Vendor Management, Incident Management, and Change Management for other PMs.
• SME for Business and Partners for Infrastructure Group processes and communication including relationship with PMO (budget requests, time-tracking, project tracking, resource-leveling, and future planning).
• Developed COJ Enterprise Resource Planning (ERP) Project communications plan, which included developing an internal web site and monthly newsletter.
• Lead Analyst for the migration of the Clerk of Courts to the City of Jacksonville's Portal and Time and Attendance system.
• Project team Confidential: developed user documentation, trained Content Editors, and migrated content.
• Assisted the Public Defender with securing hardware and software funding which included money for Video Conferencing technology at all Duval County Correctional Facilities.
• Projects include Procurement Tracking System (Online Bids), Payroll Disaster Recovery, Public Works Utility Consumption web site, Drug Court, Family Court Case Management, Maximo-GIS interface, Business Intelligence sites, Digital Imaging, Server Virtualization and Storage, Cloud Services, and Server Upgrades.
• Work with customers, developers, User Interface Designers, Quality Assurance Testers, Project Managers, and Geographical Information Systems (GIS) staff to document proposed and current projects.
• Assist fellow writers with peer review, standards, and managing work load.
• Track the progress of technical writing and training projects.
• Work on numerous development projects from the design phase through implementation and production.
• Established Governance for general administration to handle priorities in the production environment.
• Represent the team and Prosum while leading a Sev1 and Major incidents.