SUMMARY

• “Can do” leader with a strong work ethic, team player fostering good working relationships with colleagues. Strong IT Service Management (ITSM) background in Information Technology Infrastructure Library (ITIL) coupled with heavy exposure to different technology disciplines.
• Key experience: 18 years designing and implementing ITIL based processes backed by workflows, process documentation and ITSM tool configuration to support defined processes. These processes include: Incident, Change, Problem, Service Catalog, Service Requests, Knowledge and Asset /CMDB Management.
• 10 years Project and program management - Experience in formal project methodology; a self-starter with a high sense of responsibility, accountability, and problem-solving ability. me consider myself to be proactive; one who takes initiative and is a bit tenacious. me can work independently or in a team to deliver results on schedule. me can collaborate with technical subject matter experts tan clearly document the results.

TECHNICAL SKILLS

Skills: MS Office (Visio, Excel, Word, PowerPoint), ITIL Service Ops, Service Design, Service Transition, process mapping and documentation, MS Project / Project Management, Six Sigma /DMAIC, working knowledge of Cobit 5 and ISO 20000/2011

IT tools: MS Office, MS Project, Remedy and Cherwell

PROFESSIONAL EXPERIENCE

IT Service Management

Confidential, Charlotte, NC

Responsibilities:

• Designed and built out the Enterprise Change Management policy, process, and procedures with roles and responsibilities based on the ITIL framework of best practices.
• Configured Remedy to support the documented process. Remedy Admin for configurations, trouble shooting, and adding new support members to groups.
• Conduct impact, risk, and readiness assessments. Monitored and evaluated effectiveness of changes.
• Created an ITSM and Change Management web site for self-help and process document repository (Knowledge base).
• Created key performance metrics to measure effectiveness of the change process against the number of major Incidents.
• Developed and drove change standardization through the use of Standard Operating Procedures (SOP) and Standard Change Request templates; adding higher efficiencies for commonly occurring low risk, low impact changes.
• Maintained day to day change management operations; review of communication plans, implementation tasks, back out plans, post change validation plans and schedules.
• Created standardized Change Communication templates for the branding of IT communication to stakeholders. People Management
• Raised the level of production change performance of others.
• Liaised with the technical staff and business community on change concerns.
• Liaised with Project Managers in the completion of the Service Design Package (Service design and support plan) for new application services.
• Resolved change planning conflict between support teams where roles and responsibility were not clearly defined.
• Provided training, support, and guidance to technicians on Change Management Training.
• Published weekly reports: CAB Agenda and Approved and Scheduled Changes.
• Maintained reports on the Change Management web site for reference in Incident Management. Knowledge Management /Service Design
• New Service Releases: Authored the Service Design and Service Operations Support Plan (Service Design Package) template for the transfer of Knowledge to the Service Desk and Asset Management to ensure appropriate levels of support before the “Go Live”.Asset Management
• Collaborated with IT application support owners to build out asset records in the CMDB. This enabled changes (and incident) records to be related to the asset giving technicians’ history and dependencies information.Problem Management
• Authored the Problem Management process.
• Authored the initial RCA template for investigations of major incidents.Incident Management
• Initiated Incident Management major incident communication templates
• Initiated and promoted the use of Root cause investigation template.ITSM Tool Configuration
• Collaborated on the configuration of Remedy for Incident, Change, Problem, and Asset management.
• Collaborated on the requirements and buildout of the Cherwell implementation.

ITIL Process Lead

Confidential

Responsibilities:

• Collaborated on the initial draft of the Service Catalog with Service Level Agreements (SLA).
• Designed workflows for the Service Catalog Service Requests dat enabled standardization how IT requests were made and fulfillment.
• Developed management presentation overview of Service Level Management and Service Catalog.
• Collaborated on the design of a new invoicing process.
• Wrote the initial Change Management process and procedures manual with workflows.

Confidential, Detroit, MI

IT Consultant

Responsibilities:

• Reviewed current IT Service Support processes and procedures for opportunities for improvement.
• Edited the new vendor SOW, documented process gaps, created process mapping for Incident escalation and Problem resolution procedures.
• Designed and documented Incident Management escalation model based on new Priority Matrix to achieve consistency.
• Emphasized data driven results: Defined and developed a holistic lifecycle approach to Incident Management dat emphasized ownership, accountability, and process consistency.
• Created performance (availability) metrics resulting in first time visibility into IT incidents due to failed changes, unauthorized changes, or hardware issues.
• Worked with Server team in the analysis of incidents and process improvements.
• Created an Incident Review Board to support the Problem Management process and refinement of data for monthly performance reporting.
• Audited and collaborated on the configuration of Remedy to support Incident, Problem, and Change Management processes.

IT Process/Project Manager

Confidential, North Carolin a

Responsibilities:

• Authored and developed Infrastructure Design Hosting Requirements document for onboarding new services resulting in standardization of how new servers and database are requested during the Design phase of a project.
• Acted as key liaison between Application Development project teams and Infrastructure teams for requirements, resulting in on-time delivery and correct sizing of hardware.
• Drove continuous improvement for Project Methodology.
• Project Manager for the re-engineering of the Mainframe Disaster Recovery process leading to successful DR tests.
• Project Manager for network integration for Datacenter Merger/Integration Project.
• Project Manager for Information Lifecycle Management (ILM) for electronic business records: wrote requirements and implementation plans for business document retention policy. What is a “business record”, how the record is classified, and how long is it retained.

Confidential

IT Consultant

Responsibilities:

• Facilitated the Technology Vendor Management Council: SLA Vendor Management, Scorecards and new technology review.
• Communicated and mentored PMO standards and conducted project plan reviews.
• Designed, documented and communicated IT Standards roles and responsibilities to the Global IT Standards Council for technology deviations, new technology requests, pilots, and approval process.
• Developed and published Vendor SLA Quarterly Scorecards for Executive review.