SUMMARY

• A Goal - driven, seasoned professional with extensive experience in leading large-scale IT operations in various industries including financial, telecommunication, manufacturing, distribution, and aviation.
• Trusted consultant to senior leadership on IT Process, IT Operations and Service Management, tools and solutions.
• Creative, strategic change agent, instigating process and service improvement across the enterprise.

AREAS OF EXPERTISE

• Asset and Configuration Management
• Incident, Change and Problem Management
• Agile and Waterfall Methodologies
• IT Governance, Compliance and Strategy
• Business Relationship Management
• Information Security Management
• Budgeting and Accounting for IT Services
• Program and Project Management
• Continuous Service Improvements
• Release and Deployment Management

PROFESSIONAL EXPERIENCE

Confidential, Stamford, CT

Configuration Manager

Responsibilities:

• Accountable for configuration management database (CMDB), created different models in CMDB with end-to-end workflows in Service Now to capture different attributes related to Applications, Servers, Network devices, Locations, Asset management, GDPR, Governance, Compliance and FIC (Financial Internal Controls) regulation for Internal Audit.
• Responsible for 30% to 97% increase in data completeness and data accuracy for applications models.
• Created reports to track compliance, governance, data accuracy and data completeness, worked with Enterprise IT in risk mitigation, performed audits of discovery.
• Designed ServiceNow Forms to capture data required to manage the IT Application and infrastructure services; captured application attributes and map application dependencies in the ServiceNow CMDB.
• Information Technology Services Management (ITSM) Project Lead responsible for the design, implementation, and management of a global IT Service Asset and Configuration Management process based on the IT Infrastructure Library (ITIL) framework.
• Provided best practices guidance on ITIL process design, implementation and operations.
• Led on-boarding of an acquired company (Catlin) onto a single ITSM platform.
• Chaired monthly forums with senior executives to track progress related to Data accuracy, completeness, governance, Continuous service improvements (CSI) and innovation.

Confidential, Stamford, CT

Service Delivery Manager | Business Relationship Manager,

Responsibilities:

• Led and directed numerous multidisciplinary teams in developing and implementing global projects, following the solution delivery lifecycle (SDLC) to ensure that high quality solutions are supplied on schedule and within budget.
• Built trust relationship with chief information officers and senior vice presidents, Served in vendor management and governance capacity by conducting monthly reviews of vendor SLA performance, Application Availability, staff changes, incident metrics, Continual Improvement programs and other elements of an TEMPeffective operation along with bi-weekly discussions on incident, problem, demand, and capacity management.
• Visited ODCs in India and Mexico to assess the operation, and developed TEMPeffective partnership with Delivery Management Teams in India, Mexico, United Kingdom, and the United States to instill a “One Team” mentality across the supplier and retained organizations, which resulted in significant improvement in end-to-end global support across service delivery centers.
• Metrics driven continuous improvement of Change, Incident, Problem and Configuration Management processes leveraging extensive ITIL experience and process management.
• In conjunction with the businesses, developed and implemented appropriate technological strategies, such as Cloud and, VDI, Implemented technological and infrastructure solutions, such as servers, storage, virtualization, application middleware and delivery, web platforms, database platforms, BI, and identity management.
• Ensured 24/7/365 service and support from onsite, off-shore and outsourced technical teams specializing in application support, databases, OLAP technologies, data warehouses, directory and identity management services, Citrix, Documentum, portal and web applications.
• Identified and decommissioned unutilized technologies resulting in $1M savings.
• Deployed SCRUM methodology for faster development of ITSM and ITOM services on Service Now.
• Collaborated on projects including, OS upgrades to windows 2012, SQL upgrades to SQL 2015, server/application consolidation, Service now upgrades Dublin, Fuji, Helsinki.

Confidential, Stamford, CT

Assistant Vice President, Application Services

Responsibilities:

• Pioneered the development of Confidential business processes that guarantee contractual compliance.
• Created highly structured process workflows permitting off-shoring of daily Configuration Item ( CI ) maintenance tasks.
• Developed operational-level agreement (OLA),Under pinning contracts, SLA, and key performance indicators (KPIs), CSF while guaranteeing performance and viability of service levels through process governance, reporting, and service provider performance monitoring.
• Maintained active communication with finance manager and service provider contract manager in evaluating vendor performance, as well as with business stakeholder executives on degraded or missed service levels.
• Implemented Change Management and functioned as the domain change manager for application services as well as the ECAB representative from the Application Services Section.
• Ensured regulatory compliance, Sarbanes Oxley (SOX), and Solvency II requirements for all IT processes involved in managing and supporting Critical Financial Applications. Collaborated on the design and implementation of appropriate controls to ensure compliance, IT Governance, Risk and Compliance Management (GRC). Implemented the first ITSM tool in the organization CA Service desk and tan Service Now Calgary and followed by an upgrade to Dublin.

Project Manager | Technical Lead | Senior Systems Engineer

Confidential

Responsibilities:

• Served as a subject matter expert and technical lead in the Confidential to Microsoft Exchange Mail Conversion Project for a global deployment to 5,000 users.
• Pioneered the migration of GAPS portfolio following company purchase from Swiss Re, which involved moving 300 global users from Confidential to Microsoft Exchange.
• Management team member responsible for consolidating 5 datacenters to 2 major data centers, significantly reducing infrastructure costs, contract issues, and improving disaster recovery capabilities to meet the company’s RPO and RTO.

TECHNICAL SKILLS

Operating System: Windows | Unix | Linux .

Database and Content Management: MS SQL | Oracle | Documentum | Confidential | Share Point.

Data Warehousing and BI: Informatica | Cognos | Hyperion.

Application Server: Oracle Application Server | WebSphere | WebLogic.

ITSM: Service Now: Calgary - Kingston | Remedy .

Software: Microsoft Exchange | MS Office Tools | IBM Confidential | Audit Db | Aveska | IIS Visual Studio.NET | ASP | Citrix | XenApp | F5 Load Balancing | Active Directory | FIM | VMware | Quicker.