Technical Consultant Resume

PROFESSIONAL EXPERIENCE

Confidential

Technical Consultant

Responsibilities:

Confidential

Enterprise Configuration Manager

Responsibilities:

Subject Matter Expert for Information Technology Service Management Suite for the IT department
BMC Remedy tool configuration
Designed system for both SOX and PCI compliance
Built Remedy system inside Cloud environment
ADDM implementation and configuration
CMDB configuration with all gaming applications and systems dependencies mapped
Within BMC tool built relationships between Change Management, Configuration Management, Incident Management, and Problem Management
System training to all IT and end users
Managed budget for all ITSM
Managed staff of 3 onsite and 9 offshore employees

Confidential

Change Management / Configuration / Quality Assurance Manager

Responsibilities:

Subject Matter Expert for Information Technology Service Management Suite for the IT department
Configured relationships between Change Management, Configuration Management, Incident Management, and Problem Management
Created Change Management, Quality Assurance, and Configuration groups and process within IT
SOX compliance expert
Developed process to take Service Desk from 48% First Call Resolution to 97.5% FCR within 8 months
Developed growth plans for staff to grow their own professional careers
Managed staff of 4 managers and 30 staff
Managed Vendor relations
Budget management for all ITSM, Service desk and QA departments
PCI compliance experience
BMC Service Desk Express tool configuration
ADDM implementation and configuration
Managed and ensured all Configuration, QA, and CM processes are documented and followed for all IT staff
Trained all IT and end users
Developed asset management process
Migrated 3700 people from Lotus Notes to MS Outlook

Confidential

Change Management Manager

Responsibilities:

BMC Remedy 7.0 configuration
BMC Atrium CMDB Configuration
Aligned Configuration Management, Problem Management, Incident Management and Change Management to the business and departmental needs
Created change management report, chaired and conducted Change Advisory Board Meetings, and had final approval for all changes
Enforce, track, and control to support SOX and Audit requirements by monitoring change activity pre and post implementation
Conduct change management training
Written and verbal communication with all IT Personnel including Group VP, VP, Directors, and Managers
SOX and PCI compliance expert for my area
Managed staff of 10
Trained all IT staff
Budget management for all areas of ITSM

Confidential

Senior Computer Operator Specialist

Responsibilities:

Maintained a configuration database that had all hardware, software and contracts for Confidential and Confidential
Installed all new machines and hardware along with running all cables for new machines and existing systems
Responsible for all hardware vendor relations and was the final approval for all changes
Project manager for the move project from Confidential to Confidential this included construction and build out of new data center