SUMMARY

• Skilled project management and ITIL professional with the proven ability to deliver on time projects while executing optimal solutions for complicated business problems. Excel at successfully building and maintaining complex relationships between technology delivery, business operations, and consumer groups to ensure the highest levels of client satisfaction.

PROFESSIONAL EXPERIENCE

Confidential - Dallas, TX

IT Transition Project Manager

Responsibilities:

• Liaison between customer and other key stakeholders to assess the business needs of the customer and identify challenges, constraints and risk
• Effectively communicated the needs and concerns of the business into the project charter
• Responsible for the design, look and feel of template used for HITNS solutions
• Able to successfully obtain sign-offs and communicate approved SLA requirements to implementation team
• Responsible for tracking the scope and schedule of the project to ensure minimal changes to project
• Organized weekly status calls and health checks as well as communicated minutes to project team, customers and key stakeholders throughout transition
• Documented the created processes, and trained over 30 support analyst on how to properly create and submit HINTS solutions
• Prepared lessons learned to enhance quality of project deliverables
• Prepared disaster recovery plan in alignment with current business recovery strategies
• Led the continuous improvement review of HINTS solutions submitted by IT support analyst

ISR Project Leader

Confidential

Responsibilities:

• Responsible for recruiting and managing project team
• Distributed all with the project scope, charter, and assigned responsibilities
• Interact with customer to define project deliverables, assign team leads and develop project plan to manage cost, schedule, and quality to ensure the project deliverables were successful.
• Execute and manage the delivery of the project deliverables per the project plan
• Participate in operations meeting and track action items to ensure key deliverables were met
• Monitored Remedy que to ensure that flow of tickets created to build needed infrastructure did not exceed SLA
• SPOC for escalations of critical technology issues impacting business and customer facing systems
• Responsible for following Aerospace Export Compliance as it relates to the transition of all ITAR data
• SPOC of all approvals for change requests related to various outages during transition into production
• Successfully added application to BMC Atrium CMDB (ITIL)
• Led UA Testing over a span of 170 hours to ensure consistency of reporting across WAN. Was able to identify key bandwidth issues and quickly adjust load balancing to resolve issue

Confidential - Dallas, TX

IT Regional Business Analyst

Responsibilities:

• Member of service delivery team responsible for transition from BMC Remedy to Service Now.
• Coordinated managed services for 3 projects and member of project coordination team that has successfully delivered 10 projects over a 3 year span.
• Project Manager for SharePoint project that provided all Aerospace users a centralized repository for procedures, processes, & work instructions to daily issues resulting in a 20% decrease in calls made to the service desk and a 15% decrease in ticket creations.
• Coordinate service support resources for vital technology systems and IT infrastructure running in a production environment
• IT Liaison between IT cross functional teams globally, ensuring that key project milestones and deliverables are met for multiple SBUs within assigned region
• Create, Manage, and Lead ITIL based Business Continuity Management activities (ISO22301)
• IT POC for projects implemented by Confidential Enterprise Support Leaders who use both Agile and Waterfall SDLC
• Asset Manager for all hardware located at sites located in central US
• Manage and approve all site related Infrastructure request for IT production systems
• Facilitate, coordinate and report on multiple project lifecycles across U.S. ensuring the highest level of CSAT (Customer Satisfaction)
• Primary IT focal for Security and Compliance sustainment tasks and projects including
• IT Site Audits, Infrastructure Risk Assessments, IT Site Assessments, Safety and Risk Remediation, Asset Inventory,
• Develop, validate and implement process improvement projects required by Confidential resulting in cost savings and CSAT (Customer Satisfaction)
• Analyze current ESUS (Enterprise Support US) support work instructions as part of CS Improvement
• Recognized as having the #1 region in cost reduction for 2016
• Knowledge of client’s legacy systems led to being appointed as backup to Power User during SAP SI project after primary resource left company during project.
• Tasked with coordinating all existing dependencies as part of the financial data (15 years/2TB) transition from multiple legacy systems into SAP
• Played key role in acceleration of project scheduling for LAN/WAN refresh due to client reducing delivery date by 20%
• Implemented and managed project that provided all Aerospace users a centralized (SharePoint) knowledge based for procedures, processes, & solutions to daily issues resulting in a 20% decrease in calls made to the service desk and a 15% decrease in ticket creations.
• Created and managed multiple IT Business Continuity Disaster Recovery plans for Central US sites in accordance to Confidential Business Continuity Management.
• Able to identify key risk associated with existing plan which led to an immediate revision that was aligned with ISO 22301. Plan was approved and implemented by SBG by BC Manager
• Recognized by Confidential for achieving 100% BCM SOX compliancy over 5 plus years at each site within my assigned region

Confidential - Irving, TX

IT Service Desk Manager

Responsibilities:

• Performed upgrade to Win7 of 1200 workstations across Americas
• Coordinated pre-deployment testing and image creation handled by IT Service Desk
• Strategized rollout schedule across Americas
• Identified risk associated with rollout and escalated to senior management
• Liaison between business and IT cross functional teams to ensure delivery of project remained on schedule
• Worked with stakeholders and third party service provider to ensure all applications were functional prior to image creation
• Over 238 hours of user testing both pre and post rollout
• Created non-automated process for the unique imaging of machines as it related to the various departments across US
• Documented all lessons learned to assist with future OS rollouts
• Managed the daily support activities of 10 Service Desk techs across US
• Created & managed call groups within Cisco Unified Communications Manager for IT Service Desk
• Served as SPOC for all HW being tested, and implemented
• Member of CAB responsible for approving and reviewing infrastructure and software changes
• Delegated and oversee projects assigned from senior management which included OS testing,
• Liaison between Service Desk, Senior Management, Vendors, and other cross functional teams
• Incident Manager for all Sev 1 & Sev 2 incidents responsible for communications across IT
• Distribution of phone & email metrics daily, weekly, bi-weekly & monthly to Service Desk Staff & Senior Management
• Performed quarterly and yearly performance reviews for US Service Desk employees
• Created and managed internal knowledge base for internal Service Desk technicians and Network Engineers
• Coordinated service desk support to cover 24x7 operation
• VIP Executive Support for Senior Management including multiple C-Level Execs
• Support escalated Windows OS issues as well as LAN/WAN issues reported by over 4,000 end-users
• Created over 10 unique standard images for multiple SBUs within the company
• Created and managed LAN accounts, servers, computers, and users via Active Directory
• Processed requests for both new and existing GPO via Active Directory
• Responsible for GPO creation and management for newly acquired company employees and infrastructure
• WSUS Server management
• Network and monitoring of LAN/WAN bandwidth
• Part of MIT (Major Incident Team)
• Represented Service Desk during weekly CAB calls
• Distribution and management of Static IP addresses for employee’s VPN accounts