Summary

• Innovative information technology professional with more than 15 years of experience designing and managing technologies and systems that advance corporate strategic and financial goals. Specializing in Infrastructure Library ITIL Service Design,Transition and Support. Requirements Determination and Process Reengineering. Expert in needs assessment, process assessment and best practices that create more efficient operations and facilitate on time/on budget project completion. Areas of expertise include:
• ITIL Process Areas Incident/Problem/Change/Configuration/Asset/Release/Service Request/Service Desk Network and Voice Services Project Management Systems Design Requirements Deter - mination Proposal Creation Regulatory Compliance and Correction Business Process Improvement and Re-engineering Team Building Continuity of Operations/Disaster Recovery Data Modeling
• Use Cases, Dataflow Diagrams Entity Relationship Diagrams Functional Hierarchy Diagrams

PROFESSIONAL EXPERIENCE

Confidential

Title: Asset and Configuration Manager on assignment to United States Department of Agriculture

• Obtained/determined CMDB CI product requirements for all NITC National Information Technology Center owned and supported devices servers, routers, switches and applications, OS's, IP's etc .
• Created custom Normalization and Reconciliation Requirements Document for the Continuous Configuration Monitoring and Management project for BMC Remedy 7.6 based Atrium Auto Data Discovery Management ADDM tool for all National Information Technology Center NITC owned and supported devices servers, routers, switches, applications, OS's, IP's, etc
• Loaded Product Catalog via AIE upload with new ADDM CI formats. Responsible for maintaining the Product Catalog and supporting any tickets that affected the Product Catalog.
• Created/ran Normalization Jobs. Assisted with Reconciliation management. Created gap reports Excel based on what is in the CMDB versus what is found by the ADDM tool.
• Made minor form changes to Asset Management Module to include extra attribute fields.
• Assisted with Process Documentation and Training for system administrators to enter new data via the Asset Management Form so that data integrity may be maintained for all phases of configuration management from commissioning to decommissioning/end of life of a CI.
• Methodologies/tools include: BMC Remedy ARS 7.5, BMC Atrium CMDB 7.6, ADDM

Confidential

Title: Senior ITIL Process Engineer on assignment to AT T, Process Integration Center of Excellence

• Engaged on multiple deals including: State of Georgia, Amgen, Smiths, DHL, and CNA Insurance.
• Developed Incident/Problem/Change/Escalation/Service Desk Processes and Desk Level Procedures for all data and voice service lines i.e. Firewall, F5s, SSL VPN, RAS, LAN, WAN, DNS, Webhosting, Fixed Voice, Mobility, VOIP/ IP Telephony etc.
• Trained IBM Tier 1 Service Desk Associates to triage AT T services and obtain service specific minimum data sets. Trained ATT Life Cycle Management Team LCM on above processes and how to open/update/close tickets in ATT One Ticketing System AOTS Remedy based.
• Worked with the internal AT T Ebonding Tools team to assist with defining required fields for all data and voice services including queue management and closure codes to ensure the ebond would be able to support the Incident process. Engaged AOTS team to make updates for new services.Ran Incident Operational Readiness Tests ORTs and Ebond Tests for all service lines. Corrected processes and deficiencies prior to go live, obtained customer authorization.
• Created Process Agreements between ATT LCM/Tier 2 teams and Third Party vendors that support various data and telecommunications services.
• Supported LCM team in Atlanta for 2 wks during cut-over to provide transition process support
• Compiled entire Policy and Procedures Manual for DHL for all ITIL processes, lead meetings through entire development phase updating comments/tracking changes to refine processes and document/correct process until base-lined on site in Phoenix .
• Obtained customer, partners, vendors and internal team sign-offs on all processes and procedures.
• Significant contributor to joint IBM and ATT venture to create an Incident Management Process and Procedures document that would be used for future joint deals.
• Created an ebond mitigation process for multiple clients to aid in the event the ebond or the IBM ticketing tool, or the AT T ticketing tool failed and either one or both of the Service Desks were to revert to a manual ticketing method.
• Mentored other incoming process engineers.
• Methodologies/tools include: ITIL 3.0, Remedy 7.0, Visio, SharePoint, Business Objects basic user, MS Project, MS Office, Maximo limited use

Confidential

Enterprise Server Asset Management Group

• Assisted Project Manager with creating Project Charter for two major projects: Global Asset Discovery and Server Utilization. The ultimate goal was to realize a cost savings through 1 identifying all assets 2 placing them under configuration control and 3 determining the servers that could be virtualized.
• Created detailed current owner state business processes and future owner state business process diagrams, detailing processes.
• Facilitated meetings and elicited business/system requirements from all stakeholders.
• Created Requirements Document, Requirements Traceability Document and Design Document. Assisted with database design and modeling.

Coached junior Business Analysts.

• Generated monthly scorecards to determine compliance sites must provide critical field information such as leasing, location, operating systems, cost etc. for various assets such as servers, laptops, phones, printers, fax machines and all other electronic devices that would have access to the Ford internet for all Asia, North America, South America and Europe data-centers.
• Drove large scale ITIL configuration management data cleanup effort and process reengineering required of all data-centers so that management could make informed decisions on future asset purchases.
• Created configuration processes with respect to enterprise hardware and software tracking of Controlled Items CIs in Configuration Management Database CMDB . Information was pulled from 8 different inventory tracking systems to create data warehouse and CMDB.
• Assisted project manager in tracking and reporting all phases of the project including gate reviews.
• Worked on creating user and support training material as well as verification/improvement of data reported back by network scans and Tivoli.
• Methodologies/tools include: Six Sigma, Visio, Access, Oracle 9i, DataStage, Business Objects, MS SharePoint, JavaScript, HTML, Word, PowerPoint, SDLC, eTracker, Peregrine Asset Center .

Confidential

Title: Office Manager/ Project Manager/ Business Analyst

• Successfully led agency through State of Michigan Medicare final audit on May18th, 2007 after agency had failed two previous audits.
• Assisted nursing supervisors in writing correction plans for deficiencies found by Medicare.
• Reengineered existing policies/procedures and performed in-service training for staff.
• Audited patient chart audits and made compliant with Medicare Conditions of Participation.
• Audited all personnel files to comply with Medicare/State/Federal requirements and obtained over 30 new/updated pieces of information for employees including licensing, training, vaccinations, etc.
• Recruited/hired field staff RNs, LPNs, RPTs, PTAs, MSWs, OTRs, COTAs and RDs
• Supported computer network for entire office software installation, support, and training .
• Supervised office staff team 10-15 and performed annual performance reviews.
• Processed payroll for all field staff/office employees approximately 60 personnel .
• Methodologies/tools include: Access, Word, PowerPoint, Home Health Care Patient Software, Medicare Billing Software, and Medicare Conditions of Participation .

Confidential

Title: Incident Manager/ Problem Manager/ Change Manager/ Project Manager/Process Manager on assignment to General Motors Information Systems and Services Organization

• Provided enterprise network systems management ITIL support for over 200 worldwide General Motors B2C and B2B websites in North America, Latin America, Asia Pacific, Middle East, Europe and Australia. Websites ranged from GM's core sites such as, dealerships, production lines ie. downloading engine and transmission calibrations, user groups, financial services and product applications such as OnStar. Interfaced with multiple vendors over 300 contacts at one time with respect to a particular incident. Vendors included IBM, CapGemini, EDS, Covansys, AT T, EMC and Compuware etc.
• Created Managed Network Services Business Proposals outlining SLAs and all ITIL services to be provided.
• As an Incident Manager performed the following tasks:
• Provided on call 24/7 support for severity 1 and 2 incidents.
• Determined Incident Severity - In the event that one or more websites were unavailable determined within 5 minutes of the monitor alert, if there was a legitimate site outage or degraded performance based on a variety of information which included testing the website, using Site Scope and Active Watch monitoring tools, connecting to web, app, ftp, and database servers, and/or checking change calendars for scheduled mainten ance windows.
• Facilitated SWAT calls - For Severity 1 incidents paged and assembled customer and support teams various application developers, webmasters, db administrators, and
• perations managers to join the conference calls to resolve the incidents. At times an incident could span days.
• Analyzed and improved processes in the areas of change/release management, as well as Tier 1 help desk response, to prevent/decrease likelihood of further outages and to I mprove response time to resolve future occurrences.
• Supervised, trained and mentored India offshore help desk support team approximately 30 team members to accurately document and follow existing processes and maintain ticket queue levels to an acceptable level. Used an EDS home grown Ticket Tracking and Operational Service Request Change Database tool similar to BMC Remedy
• As a Problem Manager performed the following tasks:

1. Determined root cause analysis for all severity 1 incidents with technical team support.

2. Created Power Point presentations identifying root cause, outage minutes, uptimes for each site SLA tracking done in a separate Excel spreadsheet, process improvement,action items and incident timeline. Discussed and delivered slide presentation on a weekly basis for all severity one incidents to high level GM Information Technology Management for review and sign-off.

• As a Project Manager performed the following tasks:
• Assigned/tracked tickets/action items for all severity 1 and escalated severity 2 incidents through completion.
• Reviewed all application operations documents prior to major upgrades or new applications that were coming just coming online to validate health checks, server restart instructions, site monitors etc for all environments.
• Facilitated get well projects for applications that had a high rate of severity 1 incidents. Created project plans, assigned and tracked tasks in weekly project meetings.
• As a Change Manager facilitated Change Control Board meetings and Change Advisory Board meetings to review and approve upcoming changes to production environments. Changes could not be authorized unless there was an approved implementation plan approved by a Database Administrator and WebMaster/Middleware or Solutions Architect . Back out plans were also required.
• Tracked/updated metrics with respect to SLA agreements and reasons behind outages defect in vendor software, hardware failure, software defect, other etc. . Also reviewed weekly with high level GM Information Technology Management for review and sign-off.
• Methodologies/tools include: ITIL 2.0, PowerPoint, BEA WebLogic Server, Solarix 8, TeamConnect, TimeTrack, Site Scope, Mercury Active Watch, Java, JavaScript, Interwoven, Oracle 9i, Access, SDLC, thorough understanding of general database topics i.e. triggers, stored procedures, normalization, optimization, constraints and rollbacks

CAREER NOTE: Previous experience includes 1 Business/Systems Analyst, Project Manager/ Software Engineer with EDS, at Detroit Diesel, in the Engineering Research Lab on Emissions Benches 2 Software Engineer, Process Engineer and Assistant Project Manager with Resource Technologies Inc., at Daimler Chrysler, on a parts bar-coding system 3 Technical Lead, Project Manager, Business Analyst, Training Specialist with EDS, at all GM Division Customer Assistant Centers, for a document management workflow application 4 Process Engineer, Systems Analyst with CPI Inc., at General Dynamics Land Systems, on an Armored Vehicle Modernization Program for the M1A1 and M1A2 tanks 5 Software Quality Assurance Engineer and Requirements Analyst with Avril Inc., at Cadillac Gage, on an Army Light Armored Vehicle LAV 105mm Program 6 Software Engineer with Tech Aid Inc., at Rockwell International Corp., on a Cobra, Apache and C130 Avionics Communications System Program. Full details available upon request.