SUMMARY:

• An Information Technology Service Management Professional with exceptional experience in IT Service Operations. Developed and implemented IT service management processes for global and nationwide enterprise environments in the retail, wireless, insurance and financial services industries. Incident and Problem Manager specializing in reducing incident restoration times and developing recovery plans, problem identification, classification and root cause determination. Proven leadership in IT Service Management and IT Operations in high stress, high impact environments with the ability to build and manage both functional and virtual teams.

PROFESSIONAL EXPERIENCE:

Confidential, Bensenville, IL

IS Problem Manager

• Led and managed a project, which implemented enhancements in problem analytics in root cause determination, data analysis and problem trending. The effectiveness of the Problem Management process improved 25% each year for incident prevention and reoccurrence.
• Incorporated a rapid root cause analysis policy for problem solving all major incidents to 5 days to quickly identify and remove problems. Compliance across all support groups improved 58% over a three - year period.
• Collaborated with cross-functional teams and vendors for preventative actions to remediate problems and minimize repeat failures. Led efforts for actions to reduce incidents, which resulted in an increase of implemented preventative actions by 40% and improved Action Item SLA compliance increased by 30%.
• As part of the Process Improvement project team, created and implemented service delivery improvement plans and procedures by reducing change failure rates by 30% from an average of 20 failed changes per month to 14 failed changes and improving system availability and stability. Proactively identified problems, and prioritized key continuous improvement metrics of the Problem Management processes and the ITSM team.
• Audited, managed and measured metrics through KPI's for IT service lines and vendor performance to the Problem Management process and policies. Increased the SLA compliance for IT Operations from 50% to 85% over a two-year period.
• Provided technical and operational expertise in the Problem Management process improvement of policies and procedures for IT operations, business owners and vendor management.

Confidential , Chicago, IL

Change/Problem Management Manager

• Led new Problem Management project to provide Problem, RCA and SLA process workflows, an updated roles and responsibilities document, and major incident review procedures for the Problem Management team.
• Created and implemented new Root Cause Classifications to supplement existing categories for reporting, metrics and tracking of issues and assist in the continuous service improvement program and system availability.
• Identified and improved Change Management processes including workflows, procedures, roles and responsibilities and documentation for the current managed service provider environment.

Confidential, Lombard, IL

Incident and Problem Manager, Asset Management Segment

• Delivered incident management processes for incident investigation and diagnosis. Provided a sense of urgency to the team to identify actions to remove known errors from the infrastructure. Developed workarounds, restoration and recovery plans to prevent recurrence and reduced major incidents from system failures and server incidents by 40% from 10 major incidents per week to 6 per week in the first year.
• Drive Incident Reviews to track and progress actions for the weekly Service Forum and developed and managed service and departmental KPI’s to increase service availability to 99.99%. Provided accurate, timely, quality reporting to focus on the company initiative of increasing system availability. Led a process improvement project to support a new Incident and Problem process. Monitored and audited process for compliance, which met the company’s SLAs.
• Managed a team of database, system and network engineers for a five-month transition period. Led the team to a decrease of change-related incidents 15 to 8 (40%) in five month period.
• Assisted in the project for the new ITSM tool for Operations, which enhanced the company’s ability to track major incidents and changes for the prevention of service related issues. Utilized presentation skills, written and verbal communications for training of all technical teams on new system.

Confidential , Chicago, IL

Systems Support Engineer, Team Lead

• Served in the role of team subject matter expert for incident and problems to assist in all Severity 1 & 2 outages and provide quick resolution and follow-up of Root Cause Analysis and future preventative measures.
• Managed team through change management process and averaged three changes per day with no change-related failures.
• Served as Project Coordinator for three medium scale multi-thousand dollar infrastructure implementation projects to replace existing Firewall systems, data tickers and data feed hardware, which increased existing throughput over 40% and reduced incident related issues by 20% in the first year of service.
• Assisted as the Project Coordinator in the multimillion-dollar Reuters Plus Sunset Project which decommissioned or reused over 880 systems in data centers, remote and client sites, and saved over 121 Kw of power consumption and generated over $2 million in cost savings in the next year’s budget.

Systems Support Engineer,

Confidential

• Project Coordinator for a process improvement project for improvements in the change, incident and problem management processes. The project team exceeded company targets which were 25% per year by 33% in 2006 and 36% for 2007.
• Selected to lead a team and collaborated with customers, partners and internal constituencies to ensure successful implementation of all projects and solutions. A key project was the implementation of SOX controls and audits to meet our compliance requirements.
• Developed and updated operational run books, system configurations, databases and procedures to standardize operational control and troubleshooting processes.

Systems Support Engineer

Confidential

• Maintained a network of over 700 systems and 70,000 workstations for a financial information real-time trading equity-trading platform.