SUMMARY

• 94% + customer satisfaction rating in a 24 X 7 cross platform environment ( Confidential )
• Provided CMMI Assessment & training increasing the Operations maturity 47% ( Confidential )
• Consulted clients on developing processes & policies for Defining & Implementing Services & Capabilities to support Organizational Goals & Objectives
• Co - Managed the rollout of ITSM tools (Remedy, ServiceNow, Heat, Tech Excel)
• Delivered $1.6mil Safeboot Encryption project achieving Time & Cost targets ( Confidential )
• Delivered the Confidential ’s 1st Paperless & Wireless Remote Vendor Evaluation site
• Managed IT Operations teams (Service Desk, Call Center, EUC, Mobile Device, Field Support, Telecon, Training, & ITSM tools (ServiceNow, Remedy, Heat, Tech Excel, HP Service Center) ( Confidential
• Initiating the cohabitation of cross functional teams resulted in 40% increase in incident resolution cycles ( Confidential )
• Improved remote provisioning process, translating into $70,000 in Ops savings ( Confidential )
• Developed Enterprise Change & Configuration Management processes standardizing roles, responsibilities, activities, and governance controls ( Confidential )
• Stood up the agencies’ 1st Remedy User Group (RUG) - Change Advisory Board ( Confidential )

• Project Management
• IT Service Management (ITSM)
• Operations Management
• Stakeholder Management
• Change, Incident Management
• Performance Reporting
• Risk Management
• Service Level Management
• Cross functional Collaboration
• Scope Management
• Budget, SOW Adherence
• Problem/Issue Management

PROFESSIONAL EXPERIENCE

Sr. ITSM Project Consultant

Confidential, Des moines, ia

Responsibilities:

• $480,000 project to replace the Integrated Work Request System (IWR) with ServiceNow
• Saved time & cost by conducting requirements workshops across 40 teams to start coding

Methodologies/Tools: ServiceNow, Visio, Service Catalog, Agile, Business Rules, Workflow, UI Policy, Data Analysis, Requirements-Schedule Management, Project

ITSM SME/SR CONSULT

Confidential

Responsibilities:

• Introduce Organizational Change, Incident, & Problem Management to develop an agency wide- standardized approach for procedures, practices, governance, & resource assignments to align processes into a single Service Delivery platform utilizing Remedy
• Provide SME support & guidance in developing end to end processes, metric controls, drafting project & process documentation to Integrate Resources, Policies, & Tools.

Methodologies/Tools: Remedy, SERVICENOW, Use Case, Configuration, SOW, UAT, CSI, SaaS Enhancement, GLOBAL SERVICE DESK, ROADMAP, DATA CONVERGENCE, REQUIREMENTS, ITSM

PROGRAM & SR TRIAGE MGR

Confidential, NEWARK, DE

Responsibilities:

• Created change control process for reporting on Project & Program performance against P & L targets which provided a single standardized approach for reporting changes
• Served as Global Triage Manager coordinating the closure of major Incidents, Problems, & Evaluating Infrastructure changes during the Meryl Lynch - Countrywide merger

Methodologies/Tools: Peregrine, RCA, Global, Change Controls, Infrastructure, PPM, QA, Visio, ITIL, SPOC, Knowledge, INCIDENT, PROBLEM, CHANGE Management

ITIL PROJECT MGR

Confidential

Responsibilities:

• Provide project support & consulting guidance on integrating industry best practices during the VOIP (Data, Voice, & Video), Vendor Management, & CMMI Projects
• Consolidated supplier list 20% reducing overlap produced 8% in cost savings
• Administered CMMI Assessment & Training of the Confidential ’s Ent Networks Div. increasing the operational maturity score by 47% (Service Strategy, Design, Operations, Transition, & CSI)
• Developed Service Catalog for Unified Communications Division

Methodologies/Tools: HP SERVICE CENTER, SharePoint, KPI, SLA, CISCO, ITIL, VOIP, SERVICE REQUEST, Roadmap, QA, CSI, MACD, Service catalog, DOCUMENTATION, CMMI, PROJECT

IT SERVICE DELIVERY MANAGER

Confidential, WASHINGTON, DC

Responsibilities:

• Led 15 direct reports in the transition & onboarding of a 5-yr $60 mil ITSM Project
• 94% + customer Satisfaction rating while successfully meeting the “Go-Live” target date

Methodologies/Tools: HEAT ITSM, Incident, Problem, EVENT, ACCESS MGt, NOC, RFP, SLA, KPI, Service Desk, Mobility, transistion management, ITOM, DISASTER RECOVERY, MACD

IT SERVICE DELIVERY MANAGER

Confidential, WASHINGTON, DC

Responsibilities:

• Simultaneously managed projects across functional teams which helped improve operations resulting in being recognized by the Managing Director for “Developing the most mature IT Service Support Operation within the Confidential ”
• Led 27-member team (Service Desk, EUC, Telecom, Application & Asset Mgmt.) to deliver IT Service Improvements to ensure the alignment of Business & Technology projects incorporating the ITIL Framework on 5 -yr. $35 mil IT Project.
• Administer $2 mil annual Operation Expense Budget for Service Operations team.
• Ticket handing strategy increased resolution periods 30%
• Call Center team reduced abandoned call rate > 8%, Avg. speed to answer > 28 Confidential, & increased first call resolution to 70%
• Knowledge system aided support teams to resolve request 25% faster & more efficient

Methodologies/Tools: Remedy, Heat, Incident, problem, Change, Active Directory, Dameware, SMS, ITAM, Cisco, RCA, RFP, SOW, CSI, Active directory, mobility, security