SUMMARY

Accomplished ITIL certified Manager with 15+ years of experience leading and contributing to business critical initiatives for industry leaders in the areas of Service Strategy, Design, Management, Operations and Transition. Currently focused on Service Delivery while establishing, implementing and enhancing ITSM implementations. Responsible for all aspects of ITIL’s framework between development, infrastructure, and support teams. Tasks to implement and Director ITSM - Service Support maintain environments include SLA and future resolution development, service restoration, setting up structure for root cause analysis, conducting project risk assessments, developing contingency/disaster recovery plans, and training management on Incident, Problem and Change Management methods. An active member of the Change Advisory Board with responsibilities including establishment and enforcement of Change Management Policies and Procedures. Ability to assess, evaluate and recommend solutions for issues pertaining to all Service Management areas. A strong project management background combined with understanding and experience in process improvement and ITSM.

Project Management

Change/Release Management

Incident/Problem Management

Asset/Configuration Management

PMI – PMP Methodologies

Resource Management

Team Leadership/Development

Performance Management

Vendor Management

Client Relationship Management

Contingency Planning/Disaster Recovery

Human Resources

Budget Accountability

Planning and Forecasting

PROFESSIONAL EXPERIENCE
Confidential,Itasca, IL 2010 –
Change Manager
Responsible for maintaining and improving IT Change Management and Release Management in Development, Test and Production environments; IT introduction and training for Incident and Problem Management; Project Management for IT projects; ITIL compliance across the design/implementation lifecycle.

Key Accomplishments:

• Provided IT training for Incident and Change Management/Release Management
• Developed Change Management documentation for development and testing environments
• Implemented a new testing environment as Project Manager allowing for accelerated production turnaround
• Gatekeeper for all changes in the Development, Test and Production environments
• CAB representative for IT Infrastructure

Confidential,Chicago, IL 2009 – 2009
Consultant
Short term assignment with responsibilities including leadership, direction, enhancement and improvement in the utilization of ITIL’s Problem Management process.

Key Accomplishments:

• Reduced the number of open Problem tickets by over 50% within a two month period
• Developed the Problem Management process documentation
• Developed and implemented process improvements for accuracy with open vs. closed tickets; metrics capabilities; determining root cause analysis
• Provided experience and leadership to a recently assembled Problem Management Team

Confidential,Lincolnshire, IL 2005 - 2008

Project/Process Consultant
Liaison between business partners and Information Technology Services (ITS) with responsibility for developing and maintaining client relationships, consulting on technical infrastructure issues, developing new policies and improving existing policies with regard to ITIL, production infrastructure and software changes.

Key Accomplishments:

• Introduced a Change Management process for migrating development code to a production environment, which improved the ability to meet an availability standard of 99.5% and improved communication between the application development and the infrastructure teams
• Facilitated Change Management platform review meetings for business groups ensuring all client facing changes are implemented or rejected based on the best interest of Hewitt Associate customers
• Developed a Production Certification process designed to ensure all approved projects are properly approved and production ready as part of Change Management.
• Negotiated hardware and software changes between business teams and ITS as part of the Change Management process, resulting in increased application availability
• Negotiated, developed and maintained approximately forty (40) Service Level Agreements between business and ITS partners
• Facilitated, negotiated and resolved issues concerning SLA’s that were not meeting the minimum availability requirement as per written agreement
• Negotiated resolutions regarding disputed SLA’s and project resources, timelines and priorities
• Coordinated planning and testing for hardware and software disaster recovery exercises
• Coordinated Problem Management reporting between ITS infrastructure and business teams to ensure weekly status and/or solution to long term or frequently occurring systems problems, per Hewitt Associate’s policy

Confidential,Chicago, IL 1998 - 2004
Project/Programming Manager II
Initiated and directed $MM projects across lifecycles. Projects included PeopleSoft Enterprise Performance Management, IntelliMatch check reconciliation, Pegasystems check imaging, and a Customized Information Delivery system. Managed teams of varying sizes, from a single staff member to over 20 internal and external resources.

• Developed fiscal year project plan and established relationship with client to determine priorities and cost for projects
• Hired, trained, mentored and allocated resources

Key Accomplishments:

• PeopleSoft EPM: Led team of 23 on this $MM project to implement a web-enabled management reporting system supporting 2,800 departments, 625 products and 8,000 accounts

Application improved business decision making, financial analysis/profitability and risk management across the organization

• System was implemented on time and within budget
• Customized Information Delivery: Successfully allocated resources and managed a team of 8 (annual budget $1.5MM) on a series of small mainframe projects designed to create over 500 reports and data files for external customers
• Generated revenue for the bank dependent upon the complexity of the requested report
• System generated over $3MM annually through report requests
• IntelliMatch: Oversaw deployment of this third party client/server check reconciliation application, ensuring 97% or above application availability
• Pegasystems: Headed on-time implementation of this check imaging application, requiring establishment of a test/development environment as well as vendor management
• Project saved more than $1MM annually

EDUCATION, ORGANIZATIONS and CERTIFICATIONS

Project Management

MS Project

ITIL V3 Foundation Class Certification

Six Sigma Overview

Java

Object Oriented Analysis and Design

C++

Smalltalk

Team Building

Computer Operations and Programming