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It Manager - Service Desks/project Manager Resume

SUMMARY:

  • Highly effective, proven Senior IT Management leader with demonstrated ability in setting strategic business direction and implementing creative information technology solutions to maximize business results.
  • Visionary that connects business units and goals by way of technology to create reliable, streamlined processes in rapidly changing business environments.
  • Recognized for leveraging technical knowledge across a wide spectrum of platforms and a passion for identifying process improvement opportunities and impactful solutions.
  • 18 year career leading high - performing functional and project teams in Information Technology across all levels.
  • Industry experience includes health care, energy, financial services, software and consulting.
  • Fluent in oral and written Spanish.

EXPERTISE AREA:

  • Management and team leadership
  • Strategic planning and budgeting
  • Mergers and acquisitions
  • SAP and custom ERP
  • SDLC processes - Waterfall & Agile
  • IT Service Management (Service-Now, Service Desk Plus, Service Wise)
  • Project management
  • IT audit & compliance (SOX, SOC1, FFIEC, state & federal regulatory audit)
  • IT governance and frameworks (ITIL, COBIT)
  • Process improvement
  • Change management
  • Disaster recovery & business continuity

PROFESSIONAL EXPERIENCE:

Confidential

IT Manager - Service Desks/Project Manager

Responsibilities:

  • Led project teams in the planning and execution of activities resulting from the merger of organizations of equal size
  • Created a strategic roadmap to upgrade ITSM platforms, including transformation of existing processes in Incident Management, Problem Management, Knowledge Management and Change Management
  • Developed processes and authored knowledge base material for legacy applications, EMRs and third-party applications from acquisitions to standardize support
  • Led initiative to transform service desk processes to align to an ITIL framework
  • Developed a formal staffing model to manage anticipated volume created from business expansion and implemented a competitive compensation program to address staff attrition
  • Cultivated partnerships with area universities and technical colleges resulting in new staffing channels
  • Created a comprehensive set of KPIs used to measure performance and identify areas for improvement within both service desks

Confidential

Manager - IT Process and Controls

Responsibilities:

  • Led project to aggregate events from SAP into ServiceNow creating trackable incidents to identify root cause issues
  • Redesigned comprehensive IT Change Management process, including formalizing policy and managing the development of customizations in ServiceNow; resulted in 200%+ increase in reported changes
  • Managed complete rewrite of Disaster Recovery Plan (DRP) to ensure adherence to and support of the Business Continuity Plan; conducted tabletop exercises of the DRP to demonstrate readiness and identify areas for improvement
  • Developed User Access Administration (UAA) initiative formalizing the provisioning of access to enterprise systems, including network access (Active Directory) and SAP
  • Managed compliance group tasked with facilitating IT audits and acted as single point of contact for audit requests; established a process that managed review of SOC1 controls for service providers to monitor SSAE16 compliance

Confidential

Vice President - IT Quality Assurance and Compliance

Responsibilities:

  • Directed testing activities, automated and manual, for all customization of products
  • Recruited and mentored a diverse team of information technology professionals (50) including offshore staff (15) to manage quality assurance initiatives
  • Led cross-functional software teams to reengineer Solution Delivery Framework model to conform to Agile approach, resulting in 15% increase in efficiency in the first 60 days
  • Redesigned Quality Assurance processes to conform with Agile, which emphasized accountability to product deliverables that led to an increase in reliability of certified features
  • Enhanced offshore testing strategy resulting in a 50% decrease in non-standard work hours for onshore teams
  • Led compliance team in facilitating 15 state and regulatory audits, internal and security audits

Confidential

Project Management Consultant

Responsibilities:

  • Collaborated with client in the development of streamlined foreclosure audit review process that yielded a 20% decrease in resources, saving the client $1.5M annually in one business unit
  • Developed reporting dashboards to improve the tracking of foreclosure audit remediations
  • Led testing initiatives, including planning, execution and defect remediation for foreclosure audit review process

Confidential

Vice President

Responsibilities:

  • Managed technology audits, including FFIEC, SOX, state and federal regulatory audits
  • Improved productivity 33% and increased level of test coverage by developing and maintaining full cycle testing platform, using Quick Test Pro
  • Led process improvement team in expanding the scope of test lab to include a strategy encompassing security and compliance reviews
  • Maintained an annual operating budget ($3.5MM)

Assistant Vice President

Confidential

Responsibilities:

  • Led process improvement initiatives to increase system reliability by leveraging a virtual testing environment
  • Trained, mentored and promoted a diverse staff of testing professionals, technical writers, and business analysts that supported 800 users
  • Authored policies and procedures for decentralized reporting
  • Partnered with internal audit in developing the SOX control matrix for IT
  • Led quality assurance project for the redesign of the company’s proprietary CRM system (RADAR)
  • Created a formal testing program
  • Evaluated and selected an enterprise change request management solution
  • Managed project for professional services development activities for change requests management
  • Led the continuous improvement initiative for change requests resulting in increased visibility and SLA creation of change requests

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