I T S E R V I C E M A N A G E M E N T

IT leader with expertise establishing or rebuilding IT organizations by implementing best practices and aligning the IT goals with the business. Experience encompasses all aspects of IT operations management, customer service and applications support. Expertise in leveraging people, processes, and technology to meet business goals. Professional capabilities include:

• IT Strategy Planning
• T / Business Alignment
• Process Engineering / Process Improvement
• Strategic Initiative Implementation
• IT Infrastructure Operations I O
• Customer Service and Satisfaction
• Leadership Team Building
• Distributed Organization Management
• Disaster Recovery / Business Continuity
• Financial Management
• Management by Metrics
• Supplier Management

E X P E R I E N C E

confidential

Principal, IT Consultant

Deliver IT Service Management Best Practices to organizations by applying IT Infrastructure Library ITIL set of practices for IT service management ITSM that focuses on aligning IT services with the needs of business through the five core processes: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Provide solutions that meet ISO/IEC 20000, the International Service Management Standard for IT service management. Recent projects:

• As part of State Street's new IT General Controls function, drove the inaugural Direct Data Access certification analysis and validations and performed impact analysis for key access findings for State Street's
• 146 SOX and SSAE 16 applications
• Performed an environmental scan of business, technology, economic and societal factors to facilitate the development of the client's IT Strategic Workforce Strategy
• Facilitated IT Governance communications by creating a new SharePoint web site and quarterly newsletter
• Designed a Business Operations Playbook from the initial procedures template design to creating and integrating new procedures to be accessible through the client's intranet site
• Analyzed applications for prioritization of access control testing automation

Senior Vice President, Operations Engineering

• Established BBH's Fund Accounting Service Delivery's FASD Operations Engineering function, focused on core processes and tools to effectively scale the organization to support the growth of the business function while delivering customer and business service improvements. Created or enhanced FASD's process flows by employing ITIL best practices for Event Management, Incident Management, Request Fulfillment, Knowledge Management, Problem Management, and Change Management, IT Service Continuity, and Audit Compliance for the division.
• Developed the IT Service Management process flow for the division's key Service Transition Knowledge
• Management, Change Management and Service Operation Incident Management, Request Fulfillment, Problem Management processes, establishing, documenting, and educating the IT Staff and business users on the transition between processes and improving service delivery.
• Established Problem Management function, identifying and resolving over 800 problems, establishing a customized problem prioritization method to focus on the most important problems, and driving the division's focus to reduce the number of open problems over 22 in two months.
• Designed and created tools to facilitate the efficient management of IT Service Management functions, including a home-grown database tool to track and report on incidents, problems, and tasks, and enable trend analysis for proactive problem management, and a tool to efficiently prioritize problems for root cause analysis and resolution.
• Previously, oversaw BBH's Global Fund Accounting Support function responsible for the technical and business support of the company's proprietary version of the Eagle STAR application.

Production Support Manager

• Launched and staffed the Production Support function and assumed responsibility for the End-User Support function. Defined IT Service Management best practices for the investment business systems, established Service Level Management, standardized and implemented desktop and mobile technologies, and provided 24x7 Event, Incident and Problem Management, Service Desk, Request Fulfillment, Service Validation, and Testing, Release Management and IT Service Continuity for Software as a Service SaaS and legacy applications.
• Established first-response responsibilities for all mission critical applications, data feeds, and business processes, establishing Service Level Management and best practices to effectively manage the environment.
• Absorbed support responsibilities for all trading support system applications and functions, including: factor model creation, optimization processing, HiNet portfolio accounting, OpenSTaARS reconciliation, and FactSet, Bloomberg, Compustat, MSCI Barra, and Reuters data feeds.
• Managed the migration to a Windows 7 64-bit platform running Office 2007 in one quarter. Migrated the firm's 2,000 batch jobs to a multi-platform enterprise scheduling system.
• Collaborated with Development Teams to enhance Release Management and satisfy SAS70 audit requirements.

Senior Business Systems Analyst

• Implemented multiple ITIL-based service management processes, including Event Management, Incident Management, and Knowledge Management, by partnering with business and technical staff members, establishing Service Level Management, and performing tool installation, configuration, and training to meet service up time requirements.
• Developed and implemented a new application support model and established a support infrastructure including the design of a central Command Center.
• Establishing Knowledge Management, including a implementing a Software Knowledge Management System SKMS or knowledgebase , to improve the reliability of the applications and the efficiency of the support staff's Incident Management process.
• Implemented Event Management for business applications, which included developing synthetic user scripts to ensure application availability and key performance indicators KPIs were met achieved 100 issue recognition for dozens of configured applications.
• Designed and implemented the application support processes 'War Room' for efficient Major Incident Management. Implemented the company's first integrated Event Management solution for the WebLogic environment.

• Directed computer support and service to over 20,000 students, alumni, faculty, and staff across multiple campuses.
• Managed over 100 multi-cultural, full- and part-time employees responsible for the services provided in the student computer labs, ebars, and the residential student network ResNet , while overseeing Service Desk responsibilities that contributed to the student experience.
• Created and enhanced computer lab processes resulting in a 20 increase in lab usage and a 35 increase in print output, while reducing print output wait time over 90 .
• Streamlined the Fall Move-In ResNet registration process so that over 90 of the students were registered by the end of the weekend, a 12 increase in registered users with a 50 decrease in time over the previous best.
• Coordinated the implementation of new and enhanced services for the Student Web Portal, including the implementation of a new Admitted Student Portal new capabilities included self-service functionality.

• Supervised the operation and management of hosted software vendor / application service provider SaaS / Cloud environment, managing over 60 full-time employees providing Application Management, Technical Management, IT Operations Management, and Service Desk functions, and Request Fulfillment, Event Management, Incident Management, Problem Management, Change Management, Release Management, and IT Service Continuity Management processes.
• Provided sales support by visiting senior-level customers, understanding their needs and service levels, and promoting and delivering new, value-added support services.
• Implemented Change Management and Problem Management, reducing processing interruptions by more than 90 . Fashioned a new use for an existing technology that reduced the batch run time of targeted firms over 35 , while
• the customer simultaneously increased their transaction volume over 80 .

confidential

Director of Data Center Operations

• Designed and oversaw the implementation of a new support architecture that included new system technology and a real-time, Event Management automation utility that reduced missed events by over 85 .
• Formalized Service Level Management and Continuous Service Improvement processes, reducing missed client service levels over 90 .

Systems Director

• Direct all aspects of the systems environment, including Service Portfolio Management, IT Financial Management, Strategy Management for IT Services, Demand Management, Service Asset and Configuration Management, Availability Management, Capacity Management, Information Security Management, Access Management, Supplier Management, and IT Service Continuity Management.
• Established and administered an annual budget in excess of 15M, provided expense control through continual IT Asset Management and vendor management reduced expenses by over 500K annually while meeting increasingly challenging service level objectives.
• Created Capacity Planning and Performance function to proactively monitor and address application and system performance issues and perform trend analyses to plan for future growth requirements.

• Managed the installation, configuration, and support of the hardware, software, and communications components of the company's Tandem HP NonStop and AS/400 servers.
• Reduced disaster recovery time from about 36 hours to less than one hour.
• Implemented software management and monitoring programs to improve system availability reduced missed critical events by over 75 and reduced physical space requirements for monitoring consoles by 75 , while consistently achieving established service level requirements.
• Established and administered an annual budget in excess of 4M, while reducing expenses over 1M in five years.
• Upgraded obsolete tape environment to the latest technology, reducing the tape storage requirements for a growing data repository by approximately 60 and reducing operator intervention requirements 80 .
• Converted a legacy batch commercial loan application to a real-time solution by implementing the first corporate AS/400 system, improving productivity for over 200 employees managing 2.2B in loans.

Prior to 1994, worked as a Systems Administrator and Data Security Analyst.

P R O F E S S I O N A L A F F I L I A T I O N S

HDI VP of Programs, New England Chapter , itSMF

T E C H N I C A L S K I L L S

ActiveBatch, Bloomberg, BMC RemedyForce, Cherwell Service Management, Desktops/Laptops Dell, HP , EasyVista, FactSet, Foglight, Foglight Transaction Recorder/Player, FootPrints, Global Trading Support Services GTSS , HiNet, LatentZero, Lotus Notes, Mac, MarketQA, Microsoft Office 2003/2007/2010, Microsoft SQL 2000/2005/2008, Network Data Mover NDM , ONYX CRM, OpenSTaARS, Phase3, Prognosis, Red Hat Linux, Remedy, Remote Database Facility RDF , SAFEGUARD, Satuit CRM, SecurePerfect, ServiceNow, ServiceWare, SharePoint 2010, Sun Solaris, STAR, StatPro, Tandem HP NonStop , TCP/IP, Transaction Monitoring Facility TMF , UNIX IBM, Sun , Virtual TapeServer VTS , Visio, VMware vSphere Client, Windows 9x/2000/NT/XP/7/Server 2003, Xpressfeed Loader