SUMMARY:

As Senior Project/Program Manager, have wide - ranging experience managing the following types of IT programs and projects:

• Complex Global IT Infrastructure Integration programs and projects
• Application Development programs and projects, including ServiceNow implementations
• Enterprise Software Acquisition & Implementation programs and projects

Overall, have managed diverse, cross-functional, matrixed, multi-geographic, multi-cultural teams that include project managers, staff, consultants, vendors, end users and customers, for enterprise-scale projects and programs. Have developed project and program management methodologies, delivered project management training and mentoring, and have conducted project audits. Have performed as Solution Architect, Business Analyst, Process Architect, Application Architect, Data Analyst and Implementation Specialist for a number of the projects I have managed. Experienced in delivering ITIL-oriented IT service delivery models. Expert in Microsoft Office applications, including Project, Excel, PowerPoint and Word. Works autonomously and is experienced in adapting to corporate program and project management methodologies. Experienced in remote project/program management.

TECHNICAL SKILLS:

• Program Management, Project Management, Transition / Transformation / Integration Management, Solution Architecture, Requirements Analysis and Business Process Engineering, Data Analysis, Data Modeling, Software System Architecture and Design, Software Development, Coding
• Project Domains:
• Asset Management, Change Management, Clinical Data Operations, Clinical Trials, CMDB, Configuration Management, Contract & Rebate Management, Cross Functional, Desk Side Support, Drug Discovery, Drug Safety, Health Services, Help Desk, ID Administration, Incident, ISM, IT Service Management (ITSM), IT Infrastructure, ITIL, JavaScript, Knowledge Management, Maximo, Measurements & Reporting, Orchestration/Integration, Project Portfolio Mgt (PPM), Problem & Change Management, Remedy, SaaS, Security, Self - Enablement Portal, Server Consolidation & Refresh, Service Catalog, Service Portal, Service Desk, Service Request, ServiceNow, SharePoint, SQL, Strategic Outsourcing
• Industries:
• Automotive, Chemical, Communication, Energy, Entertainment, Financial Services, Government, Healthcare, Industrial, Insurance, IT, Manufacturing, Pharmaceutical, Publishing, Staff Augmentation, Supermarkets

PROFESSIONAL EXPERIENCE:

For the Confidential, was lead ServiceNow® Business Analyst, primarily for its Service Portal and also for other enhancements related to the ServiceNow® Incident and Change applications. Also advised on its upgrade from the London version of ServiceNow to the New York version. In addition developed the process and framework for its business analysis and architecture.

For the Confidential, managed and coordinated the solutioning efforts of 4 Architects for many ServiceNow applications, including Asset, CMDB, Discovery, Incident, Problem, Change, Demand, Knowledge, Survey, Service Catalog/Portal, Performance Analytics and Security.

For Confidential, as project manager and architect, worked on ServiceNow’s Automated Test Framework (ATF), on Service Catalog/Portal, and on fixing existing bugs in DOW’s customizations of various ServiceNow applications. Also managed and advised on its upgrade to the Istanbul version of ServiceNow.

As solution architect, advised the Confidential regarding its upgrade of ServiceNow from the Eureka version to the Geneva version. Provided architectural advice with regard to the integration of its ServiceNow applications with its other enterprise applications. In addition, built a custom ServiceNow application to support its Firewall Request and Fulfillment process. This work was done remotely, from my office in New Jersey.

For Confidential, managed its service desk, ticketing tool and ITSM process deployment and transition project, implementing and supporting the following ServiceNow ® applications:

• Self-Service • Service Desk • Incident

• Problem • Change • Survey

• Asset Management • Data Analysis & Reporting • Managed Documents

• CMDB (Service-Aware) • Service Level Management • Content Management

• Service Catalog • Knowledge Base • Metrics

• Custom ServiceNow® applications

As project manager, architect and business analyst, advised Safeway, a major supermarket chain, in the following areas:

• Developed detailed project plan for the client’s ServiceNow ® upgrade from Eureka to Geneva.
• Advised the client on issues it would face upgrading Knowledge Management and Service Catalog apps.
• Designed the strategy for reducing the number of ServiceNow ® licenses being used for resolvers/fulfillers and approvers.
• Participated in the development of various catalog items.
• Performed business analysis and wrote code for the auto-escalation of retail self-service incident tickets.

This work was performed remotely, from my office in New Jersey.

As ServiceNow ® project manager, solution architect and business analyst, for Confidential, a national mail-order pharmacy, implemented its Service Catalog and ESS portal. This work was performed remotely, from my office in New Jersey.

Worked for Confidential - see above entry.

As IT Transition/Transformation Program & Project Manager for Confidential ’s client, State Street Bank, managed a global program to deliver “hands & feet” support to the client’s data centers in 33 different countries worldwide. Managed the rollout in the United States as project manager and globally as program manager, with region-specific project managers reporting to me. In addition, as Process Architect, developed the global processes for this work stream. The hands & feet technicians perform on-site services for system administrators who are remotely administering servers, storage arrays and other devices. I managed this program/project remotely, from my home office in New Jersey.

As IT Transition Project Manager for Confidential ’s client, CNA, managed 4 projects transitioning Help Desk, Deskside Support, MAC (Move, Add, Change), Asset Management and Reporting to a new service provider. Remedy was the underlying ticketing tool. Also, had program-wide scope for developing a QC process as well as reports, to help the project managers improve the quality of their Microsoft Project schedules. The projects were managed remotely, from my home office in New Jersey.

Deskside Services Transition Project Manager for Confidential . The client was Standard Insurance Company. Implemented Confidential Deskside Services and IMAC (Install Move Add Change) Perform Services, including: (1) On-site support for end-user workstations and associated end-user computing equipment, (2) Dispatched deskside support for remote locations, (3) Desktop Virtualization (VDI), (4) End-user orientation, (5) Utilization of remote resolution techniques for troubleshooting, (6) Management of swap and loaner pools, (7) Preparation of equipment for disposal, (8) Performing refresh of desktops and laptops, (9) Coordination with Service Desk, IMAC Coordination, Asset Management, ID Admin and Incident, Problem and Change process teams. I managed this project remotely, from my home-office in New Jersey.

Senior Project Manager/Analyst for Confidential, an ITIL consulting company. Managed two ITIL transformation projects - one for Sentry Insurance and one for the Social Security Administration - involving the deployment of the following HP Service Center modules: Service & Incident Management, Problem Management, Knowledge Management, Configuration Management (CMDB), Service Request, Change, OpenView Integration and SMS Integration. The projects involved business process engineering, requirements analysis, design, tailoring and customization, testing and deployment. This work was performed on-site.

For Confidential, a major international Financial Services firm, was Senior Project Manager, managing the development and enhancement of the client reporting software used for its large customers. Also performed as Business Analyst and Process Architect for some of the major requirements, and developed a project management methodology for the management of smaller projects. The project also included analysis and redesign of workflow facilitated by office automation using Visual Basic for Applications (VBA) and SharePoint. This firm managed investment portfolios for private and institutional investors, managing ~$800 billion of financial assets. One of the challenges in this project was the complexity of the underlying data and process, which resulted from mergers and acquisitions. The data for the reports had to be combined from various incompatible legacy systems. Difficulties in relating the data from system to system required business and data analysis, with resulting process re-engineering. The reporting included transactions, performance and performance attribution data and analysis.

Confidential Professional Services: As Senior IT Project/Program Manager, employed by Confidential, managed the following projects:

For Confidential, worked as Cross Services Transition / Transfor­mation Program Manager, responsible for 9 integrated global projects: Asset Management & CMDB, Incident & Problem Management, Change Management, Incident & Change Tools, Manual and Automated Bridges between Client and Confidential tools, Service Desk, Measurements & Reporting, Security and UAT. Each project was managed by a project manager who reported to me. Geographically, the scope of these projects included the US, Canada, Argentina, EMEA and APAC. In addition, managed the inter-project dependencies and enforced consistent compliance with project scheduling standards across all 23 projects in the program. All projects involved the eliciting of user requirements, with the associated knowledge transfer, installation of software tools (and hardware where needed), software configuration, process and procedure development and training, system testing and user testing. Synchronization, between the client’s Incident and Change systems (custom-built in Clarity) and Confidential ’s systems, was required. Confidential did not have standard processes and procedures for performing this synchronization. To fill the gap, I performed as Process Architect and Business Analyst in developing the processes and procedures, working with client and Confidential process owners and service delivery teams. This work was performed remotely, from my office in NJ.