SUMMARY

• 10+ years of IT Support and Service delivery focused on applying ITIL best practices: Including organizations with: $800M IT budgets, $2B annual sales, 80k+ employees, PCI Level 1, public and private sector
• Strategic Planning and Management: Adept at analyzing enterprises, developing both high level and detailed strategic plans and executing to achieve desired outcomes across a variety of technology areas
• TOGAF Certified Enterprise Architect, ITIL Expert Certified and Certified Scrum Master: With experience adapting and applying frameworks and methodologies to best meet the needs of the organization
• Effective Team Leader: Proven ability to guide and motivate teams through goals and objectives
• Project Management: Able to manage multiple IT projects & teams, ensuring on - time and on-budget delivery
• Technical skills and learning: Engages in continuous learning to utilize best practices and technologies for the organization. Experience with many frameworks, standards, methodologies and assessments including PCI, ISO, Lean 6 sigma. Wide technology background including cloud (AWS Solutions Architect), Microsoft and Linux platforms, infrastructure, applications, development, deployment, SaaS and PaaS.

TECHNICAL SKILLS

Knowledgeable in Telcordia: GIS Software, OSP insight, MS office (Word, Excel, PowerPoint, Visio, Outlook). Fundamentals of AutoCAD.

PROFESSIONAL EXPERIENCE

Confidential, Santa Ana California

Senior IT Service Manager

Responsibilities:

• Collaborate with executive level technology managers, Assessed IT Service Management capabilities and performance, Developed a strategy and roadmap for supporting Southwest’s core vision and Executed projects
• Identified short and long-term Service Management objectives, KPIs and CSFs, Monitored improvement progress and Reported out on a regular basis to Directors and Executives
• Decreased incident resolution time by improving Southwest’s ServiceNow based Service Management platform
• Managed implementation and improvement efforts: Incident, Problem, Request, Config and Change Management
• Improved vendors and partners adherence to Southwest’s IT Service Management/ITIL best practices
• As a After-Action to Southwest’s high visibility outage on, managed assessment and improvement projects to identify and close technology and process gaps - regularly reported status to the CTO
• Managed a Configuration Management assessment project resulting in a reduction of unused Configuration Items and a governance improvement to ensure CMDB usage is focused on value to services and the business

Confidential

Computer Assistant

Responsibilities:

• Lead strategic and tactical projects under the CIO of the Department of Environmental Protection
• Assessed system and software development practices, capabilities and lifecycles
• Identified modernization and standardization opportunities aligning with the technology office and organization’s vision - Technology, processes & governance
• Implemented ITIL processes - Service Catalog, Incident, Problem, Change and Request Management

Confidential

Team Leader and Supervisor

Responsibilities:

• Directed support and maintenance of business critical enterprise applications on $12M/year contract
• Established product direction and improved user experience by ensuring that prioritization and product roadmaps support customer’s business functions
• Implemented and improved processes in alignment with IT Service Management/ITIL best practices: Incident, Problem, Request, Change, Release & Deployment and Asset & Configuration Management
• Business Relationship Management - Communicated reporting status and metrics to IT executives and directors
• Managed 12 developers, project leads and business analysts supporting enterprise apps and 25M end users
• Reduced incidents and support requests 55%, decreased down-time and improved end-user satisfaction
• Reduced resource allocation to support 50%, allowing for larger and faster development releases
• Reduced implementation defects by a factor of 10 | Reduced support SLA breaches to less than 4%

Confidential

Team Supervisor

Responsibilities:

• Advised CIO, providing strategic vision and direction for customer-facing web technologies
• Conceptualized, built business cases for and managed public facing application development projects
• Transformed application development team by implementing Agile and project management best practices, by interviewing and selecting high quality employees and by building a successful onboarding process
• Insourced mobile application development efforts to the improved development teams, saving $90k/year
• Reduced platform costs 15% by using open source technologies while increasing mobile/online purchases 12%
• Leveraged JIRA to manage projects and tasks, decreasing project estimation errors by a factor of 5

Confidential

Applications Development Manager

Responsibilities:

• Architected applications to automate security assessments and procurement processes across 46 state agencies
• Managed development and support efforts, setting priorities and team direction through Agile methodologies resulting in rapid solutions implementation
• Recognized by National Association State CIO (NASCIO) for Best Practices in Information Security & Privacy
• Evaluated and wrote security assessment policies for Department of Homeland Security (DHS) National Cyber Security Assessment workgroup

Confidential

Project Manager

Responsibilities:

• Managed selection, procurement and implementation of significant IT security initiatives
• Coordinated IT deployment activities affecting 80k employees across 46 agencies and 100+ network admins
• Authored policies on data encryption to ensure security of sensitive data for over 12M citizens
• Performed security analysis and source code scanning on 50+ applications to better secure citizen data, meeting audit requirements and improving developed code
• Recognized by National Association State CIO (NASCIO) for Best Practices in Information Security Architecture

Confidential

Technology Specialist

Responsibilities:

• Designed, procured and maintained all IT infrastructure: desktops, network, servers, and environmental systems
• Supported and improved legal document management system consisting of over 100K documents
• Designed and developed company-wide employee performance rating and review application
• Monitored data center operations, providing 24x7 support
• Planned infrastructure and software upgrades for all systems, minimizing disruptions and improving functionality
• Improved reliability and efficiency of IT systems increasing email and Internet availability to 99.95%