It Manager - Service Desks/project Manager Resume
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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