Production Engineer Resume Profile

Summary

Highly organized and creative management executive with experience building customer focused process following industry best practices and continuous improvement methods.

Areas of expertise include the following:

Service Level Management Expert	Six Sigma / CMMI Process Improvement
Change Management Executive	Disaster Recovery / Business Continuity
Project Management Professional	Technical Writing / Subject Matter Expert
Mentoring and Development Skills	ITIL Service Best Industry Practices

Professional Experience

Confidential

Bureau of Computing and Communication Services is a very large organization within CMS that provides Shared Services for many large IT data processing agencies for the State of Illinois as part of a unique rationalization initiative. This rationalization effort relies on the best industry practices of ITIL in the design and implementation of Shared Services.

Enterprise Change Manager

Senior Manager

Responsible for organizational wide deployment of Change, Configuration, Release, and Problem management following ITIL best practices. Responsibilities include:
Process owner and senior project manager for development and implementation of Remedy AR system for deployment of Change and Configuration Management.
ITIL Service Support specialist responsible for interfacing with State of Illinois agency CIO's in awareness, training and metrics reporting of enterprise change management.
Senior manager responsible for improving the organization knowledge asset inventory and IT configuration management database CMDB following ITIL best practices.
Metrics, Reporting and Trending Analysis specialist, heavily involved with the ongoing improvement of service delivery metrics across the organization.
Enterprise change manager using multiple legacy change management systems while deploying new Remedy systems following the ITIL framework.
Developed and implemented a new Shared Services enterprise service request system in Remedy for all support areas across the organization to handle routine end user desktop services for add, move or change.
Provide ongoing reach out in the awareness, training and support for new State agency customers involved with change management or shared services.

Confidential

Global Technology Infrastructure / Infrastructure Operations Center Organization within the bank providing batch monitoring for Mainframe, Midrange, and Distributed computing systems across a worldwide based, globally diverse / redundant command centers.

Technical Production Engineer

Project Manager / Sr. Process Analyst - for a wide range of process delivery, service level improvements, change management, and developing metrics / analysis tools within the operations center.

PM for the following:

Business Continuity / Disaster Recovery planning and documentation for Bank One mainframe operations. Logistical coordination of redundant monitoring and recovery locations between Columbus, Ohio and Chicago, Illinois.
Change Management Analysis and Reporting development for Mainframe and Midrange platforms. Designed process for MF / MR to monitor, track and report configuration release / capacity installations during IPL / conversion weekends.
Responsible for the maintenance of change documentation, departmental standards, policies, and procedures.
Work closely with development and IT managers to ensure that appropriate scope, estimation and resources are being assigned to implementation processes.
Metrics, Reporting and Analysis for Bank One mainframe and midrange operational platforms. Designed multi-platform based production jobs to gather metrics and populate into web based reporting and analysis tools for customer based delivery.
Root Cause Analysis project for production abend mitigation / cost savings initiative. Designed Lotus notes based database for centralized documentation repository and automated cost savings reporting tools. Provided process documentation and training to client specific Subject Matter Experts in all root cause analysis competencies.
Enhanced Critical Path Monitoring tools for mainframe platform. Designed enhanced escalation procedures for mainframe batch monitoring teams, deployed workload planner software tool to establish critical path process flows and validate jobs with service level agreements for historical analysis and reporting.

Confidential

Strategic Data Center Operations Production Control department for Mainframe CA-7 and Distributed Autosys scheduling platforms.

Operation Shift Supervisor

Shift supervisor / lead production control analyst over a team of 7 production control and peripheral operators with the primary responsibility to ensure early evening vendor index files were received to begin nightly processing. Expertise in network connectivity for mainframe and distributed platforms, monitoring hundreds of nightly process feeds into mainframe CA-7 and distributed Autosys scheduling tools. Primary escalation lead, establishing bridge conference calls in high-impacting issues, and documenting high level follow up for irreversible corrective action items. Created operational procedures and cross training program for learning improvement, mentored operations teams across shifts. Disaster recovery specialist, assisted in performing annual audit and risk assessment updates to business continuity plans.

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