SUMMARY:

• Confidential is Senior - level experience in Business Analysis, Incident Management, Change Management, Project Management, Quality Assurance and Change Management as specialties.
• Over 7 years of experience with HP Service Manager development, maintenance and support.
• Over 7 years of experience with expertise in all components of the HP Service Manager modules and functional understanding of all modules of HPSM
• Over 7 years of experience with Development/customization experience with HPSM - forms, workflow, across service desk, incident, problem and change management modules
• Over 7 years of experience with HPSM dashboarding, reporting
• Over 7 years of experience with troubleshooting, resolving and supporting HP Service Manager problems.
• Strong skills in DevOps and Disaster Recovery as related to ITIL and Incident / Problem Management.
• Strong skills in Customer Relationship Management, Socialization of Workflow and Human Centered Design.
• Strong skills in Process Improvement, Managing Productivity and Agile/Scrum SDLC.

TECHNICAL SKILLS:

Methodologies: Productivity Management, Change Management, Service Desk, Information Engineering, Configuration Management, Function Point Analysis, Object Oriented Analysis, Strategic Planning, Business Planning, Operating Systems Deployment, SDLC, BI, ASAP, SOA, PMP, ERP, ITIL, PMBOK, CRM, CMDB, ETL, CMMI, PLM and Agile/SCRUM.

Tools: HP Service Manager & HP Confidential, Microsoft Office Suite, Microsoft Project, ABT Project Workbench, Support Magic, Remedy, Microsoft PowerPoint, SPR Knowledge Plan, Gartner Group Function Point Excel Worksheet methodology, Business Objects, ServiceNOW, Windows 10, plus Business Intelligence Analysis tools.

PROFESSIONAL EXPERIENCE:

Confidential, Hagerstown, MD

Program Manager

Responsibilities:

• Various information technology projects for small commercial entities (as needed)
• Writing business research reports for acquiring assets.
• Implementation of Web based BLOB affiliate sites.
• Use of Cloud based technology for Bookkeeping and Business Services.

Confidential, Harrisburg, PA

Senior Business Analyst / Change Manager

Responsibilities:

• Worked as a Change Manager for implementation of Configuration Items in IT Operations.
• Met with Project Leaders and Systems Analysts for gathering requirements.
• Used PMBOK processes & ServiceNow software to track and document Implementations.
• Collected and processed client’s Service Management business requirements and directed ServiceNow architects on implementing ServiceNow to meet client needs.
• Led a myriad of ServiceNow implementations, which included use of Documentation, Blackout, and Brownouts.
• Worked from home during the entire time of this engagement and used Agile/Scrum techniques.
• Work accomplished to date:
• Coordinated the implementation of 100 Requests for Change (RFC) per month successfully.
• Working with IBM & Unisys to keep the State of Pennsylvania IT Operations Running.
• Participated in Tower Lead and IT Management in Human Centered Design sessions for Change Management.
• Socialized the process improvement workflow of overall Change Management.

Confidential, Bloomington, IL

Implementation Coordinator / Change Manager / Scrum Master

Responsibilities:

• Planned the implementation and installation of Configuration Items for Incident / Problem Management.
• Met with Project Leaders and Systems Analysts for gathering requirements using Agile/Scrum.
• Used HP’s Service Manager for handling several hundred Requests for Change (RFC) successfully.
• Managed requirements for the deployment and implementation for Change Management and Service Management.
• Major Work accomplished to date:
• Coordinated the implementation of 33 projects successfully using Scrum Master project management.
• The highlight projects were (1) a 10-week rollout of Print Network enhancements to provide a bar coding process to reduce the cost of mail. 1% of USA mail is done for Confidential . This change resulted in millions of dollars saved. The Team included 18 people of varying skill sets: (2); a development of a Cloud based system to allow Customers to see policy and correspondence online with varying types of Smart devices. The Team included 50 people of varying levels across the development realm and the business realm. The resulting system and workflow improved the communications between Confidential and their Customers. The process of not having to mail all documents and communications resulted in saving millions of dollars for Confidential . Plus, customers could now access their data with various mobile smart devices.
• Participated in Director & VP direction setting meetings pertaining to Human Centered Design for the Directorate.
• The Socialized the process workflow of overall Change Management.

Confidential, Parsippany, NJ

Program Manager

Responsibilities:

• Planned the implementation and installation of Web based HP Confidential v9.03.
• Developed the design, architecture, implementation and configuration of HP configuration management tools:
• Confidential, Discovery (DDMa, DDMi, UD, TQL, Jython, C++ scripting), Configuration Manager and Confidential Browser.
• Established relationships in the Confidential which were reported in graphical representations with symbols representing objects for the Cost of Doing Business.
• This allowed the Engineers to see where essential phone configuration items were deployed and what realm they serviced.

Confidential, Hagerstown, MD

Program Manager

Responsibilities:

• Promoted the use of Agile Project Management and Cloud Technology to small businesses.
• Developed Bible related literature for Christian Organizations.
• Trained individuals on the use of Microsoft Office 2010.

Confidential, Dearborn, MI

Change Manager / Senior Business Analyst and TQL Developer

Responsibilities:

• Providing analysis and design and hands-on implementation for the HP Service Manager and HP Confidential for Ford’s Worldwide Computer Center Operations.
• Team role was related to the deployment, design and maintenance of discovery, CI maintenance and service/application modeling within the Confidential context; Implementation and maintenance of integrations between Confidential and other tools, both HP-based (Service Manager, Release Control, BSM) and external tools.
• Provided guidance and mentoring to junior Confidential consultants and client staff.
• Socialized and wrote new workflows / desk procedures for SPOC Request Management, Incident Management, Change Control, Disaster Recovery and Business Continuity based on the Human Centered Design.
• The project was completed and the processes were accepted by Ford Corporate.

Confidential, Kalamazoo, MI

Educator / Sales / Change Management Consultant

Responsibilities:

• Providing education assistance as a substitute teacher: (K-12)
• Instituted new methods of guidance and instruction for At Risk Students.
• Provided business intelligence analysis to introduce and develop Electronic Books for Teachers.
• Canvassing and sales for the Hanson company; pertaining to home improvements.
• Set up Internet sales for Specialty Merchandising Corp and the Whiz-Fish company.

Confidential, Kalamazoo, MI

Program Manager

Responsibilities:

• Provided CRM to owners and operators pertaining to financial services and business analysis for small Mid-West businesses.
• Provided business intelligence analysis to improve their profitability and developed a plan for increasing profits, with the use of Point of Sales devices, gas/electric discounts and Product Life Cycle Management.
• Sold and promoted the use of Electronic Books and Phone Text Messaging for Advertising,

Confidential, Groton, CT

Senior Business Intelligent Analyst / Change Manager

Responsibilities:

• Configuration Management team member for Infrastructure Services Release Management (ISRM) on the Release and Change Management teams within Confidential ’s World-Wide Technology and Engineering Group using HP’s Service Manager as an administrator.
• Performed dual roles of Change Manager and Release Coordinator where the Request for Change to Application and Infrastructure software related to Manufacturing and Plant Maintenance are assessed, planned, tested, scheduled and approved for entry into Stage and finally installed into Production.
• Negotiated with Program Managers, Project Leaders and Technical Architects to bring about the best plan for testing, configuration, release and change control using ITIL Incident and Problem management techniques.
• Assessed User Acceptance Testing and Configuration Metadata for the Implementation into an Enterprise Production Environment with Shared Application Management Services (SAMS).
• Worked on the Change Advisory Board (CAB) to analyze proposed changes to the multi-computer center infrastructure and multi-platform application environment.
• Determined the process workflow for Change Management and Problem/Incident tracking within the Confidential World Wide implementation of the ITIL process using HP’s OpenView data repository for tracking metadata pertaining to the global software environment.
• Provided business intelligence analysis to establish new procedures and workflows as needed to produce enterprise solutions for use of the HP Confidential database and the HP Service Center software process.
• Completed contract by training Confidential outsourced personnel from India to handle the turnover of CM processes and prepared them for the management of the overall environment.

Confidential, NY

Program Manager

Responsibilities:

• Working in Quality Assurance doing Function Point Analysis (FPA) and wrote a 100 page document along with a Power Point presentation using Gartner Group’s methodology to develop Confidential ’s approach to determining the FPA.
• Provided business intelligence analysis to further develop processes related to Project Management, Release Management, Testing Tools and Software Development Life Cycle.
• Worked with the quality assurance process to obtain Cost and FTE per Function Point. This information is then given to the Gartner Group to do Benchmarking for the CIO of Confidential Inc. Should there be process improvements observed, these are recommended for implementation. Used software from the Software Productivity Research Center developed by leading expert Capers Jones. Made test templates for testing functional components before production implementation.
• Finished contract by designing a Web Site for FPA using SharePoint which used stored fields and forms for archiving, tracking and reporting for systems related to Plant Maintenance and Inventory Control.