PROFESSIONAL EXPERIENCE
Confidential
Technical Consultant
Responsibilities:
- StartNow certified (internal project management for Confidential )
- System Admin trained
- Implement the Confidential platform to customers
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
