Summary:

Project Management, Project Coordination, Release Manager / Release Coordinator Change Management / ITIL/ITSM Change, Incident, Problem, Release Configuration and Implementation Specialist, Helpdesk Management/Specialist Business Analyst Service Operations Incident, Problem, Knowledge, Change and Release Management

Skills:

HP Service Manager, Remedy, Maximo, FileNet, SharePoint, QlikView, eGain, Cognos, ManageNow, UNIX, Windows, Visio, Powerpoint, Excel, Word, Crystal Reports, Mainframe, Outlook, Lotus Notes, PeopleSoft, Bloomberg, Tandem, Solstice, Telnet, FTP. Backups, Network, Web Services, Wireless Devices, Handheld devices, Hyperion Servers, VMWare, Tradeworks, Infrastructure, Networks, UNIX HPUX, Solaris Servers, Windows Servers, Mainframe, Application Development, Software Development, Data Center Migrations, Project Management, Project Coordination, Vendor IBM, Remedy, HP Management, Patch Update Management, Release Update Management, Primavera, Service Delivery, Change Management, Incident Management, Problem Management, Knowledge Management, Release Management, Disaster Recovery, Process Improvement

Professional Experience

Confidential

ITIL Independent Contractor

• Manage vendor Implementation of Web Based ITIL tool Vivantio throughout entire SDLC.
• Perform analysis of existing state of company to asses any gaps in quality of service against SLAs and furnish reports and provided tool suggestion that address existing sate of business objectives and scalability for steady state and future state of service support desk
• Created and published self service knowledge items
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Coordinate processes and procedures for Operations Support Team including Help Desk support and Systems Support Infrastructure. Introduce processes for Change Control logging and routing tickets

Confidential

ITIL Process Improvement Change Manager

• Project Consisting of Updating HP Service Manager Release 7.xx to HP Service Manager Release 9.3 and Updating ITIL Tool Releases Cognos Releases, Egain Releases, Filenet Releases, Sharepoint Releases
• Manage and strengthen relationships across the business by engaging global business leaders to establish credibility, solve problems, build consensus and achieve objectives, Map, measure and improve the underlying processes to ensure effectiveness and efficiency. Implement corrective action plans, as needed.
• Proactively engage global business leaders to assist in defining and prioritizing process improvement opportunities that have a positive impact on the profitability of the business.
• Create RFC in support of Customer driven changes for integration into FSC.
• Approve and reject changes based on change classification details.
• Initiate escalations as appropriate.
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Provide user feedback on changes.
• Meet with IT staff and business representatives regularly to establish productive relationships with key staff.Work with the Service Provider Change Management and or Service Delivery Manager to ensure full coordination and communication within ACT.
• If required, assists the Change Approver in assessing urgent changes or deciding on the approval, delay or rejection of changes
• Work with Service Provider Change Management assist in coordinating CABs including E-CAB to review and approve changes.
• Communicates within the organization about necessary specific content needed to approve the changes.
• Identify trends and potential problem sources.
• Work with all functions within the IT community to ensure processes are executed as designed and measured accurately and completely.
• Ensure alignment of processes to the corporate and IT strategy.
• Communicate with and manage the expectations of customers.
• Gather problem-solving resources from across IT and other organizations to address issues.
• Negotiate with other managers on priorities and resources required to meet resolution demands.
• Produce regular and accurate management reports.
• Serve as liaison with clients and vendors as requested.
• ITIL Process Roll Out ITSM
• Deliver infrastructure and environments that meet project requirements and deadlines.
• Manage Tier 1 Team and Tier 2 Team
• Develop and analyze business and process metrics to identify, improve and verify business processes and their results. Develop predictive analytics keyed to problem prevention and sustainability of results.
• Manages the day-to-day project activities for infrastructure. Infrastructure may include servers, workstations, operating software, network, security, middleware database, integration, etc , software deployment and others.
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.
• Insures the infrastructure resources are included in the project plan. Monitors team member activities and tasks.
• Manages infrastructure issues, problems, and risks.
• Identifies and manages infrastructure project dependencies with other efforts.
• Communicates status and manages problems
• Research best practices within and outside the organization to establish benchmark data, and use continuous process improvement and change management disciplines to achieve results.
• Collaboratively ensure readiness for change across business by ensuring effectiveness of change management programs that will result in the early adoption of the new solution and business processes. Ensure design takes into consideration long-term behavioral change goals for organization.
• Coordinate processes and procedures for Operations Support Team including Help Desk support and Systems Support Infrastructure. Introduce processes for Change Control logging and routing tickets
• HP Service Manager Implementation and Support of all ITIL process improvements

Confidential

ITIL Change Management Analyst

• Conduct Stakeholder and Operational Impact Analysis
• Design, Develop and Deliver Training Conduct user group meetings, focus groups and powerpoint presentations
• Assist in the development and implementation of Change Management Plan
• Assist in user acceptance testing document findings and escalate operational and system issues/risks
• Develop and maintain training schedules training evaluations and student lists
• Create user tools such as job aids, procedures and cheat sheets Provide user support as needed
• Assist in the development of user communications Work with end users to ensure successful user adoption of new system

Confidential

Change Management Analyst

• Monitor Requests for Change RFCs in the Change Management system and review them for completeness, quality, and compliance with established Change Management standards
• Release management of IBM ManageNow Release to IBM Maximo Release
• Project Management of Global Data Center Migration Move Microsoft Server Patch updates and UNIX Solaris Release updates
• Create RFC in support of Customer driven changes for integration into FSC.
• Approve and reject changes based on change classification details.
• Initiate escalations as appropriate.
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Provide user feedback on changes.
• Meet with IT staff and business representatives regularly to establish productive relationships with key staff.Work with the Service Provider Change Management and or Service Delivery Manager to ensure full coordination and communication within ACT.
• If required, assists the Change Approver in assessing urgent changes or deciding on the approval, delay or rejection of changes
• Work with Service Provider Change Management assist in coordinating CABs including E-CAB to review and approve changes.
• Communicates within the organization about necessary specific content needed to approve the changes.
• Identify trends and potential problem sources.
• Work with all functions within the IT community to ensure processes are executed as designed and measured accurately and completely.
• Ensure alignment of processes to the corporate and IT strategy.
• Communicate with and manage the expectations of customers.
• Gather problem-solving resources from across IT and other organizations to address issues.
• Negotiate with other managers on priorities and resources required to meet resolution demands.
• Produce regular and accurate management reports.
• Serve as liaison with clients and vendors as requested.
• Deliver infrastructure and environments that meet project requirements and deadlines.
• Monitor approvals of RFCs and escalate when necessary
• Develop reports and analyze trends
• Develop and analyze business and process metrics to identify, improve and verify business processes and their results. Develop predictive analytics keyed to problem prevention and sustainability of results.
• Manages the day-to-day project activities for infrastructure. Infrastructure may include servers, workstations, operating software, network, security, middleware database, integration, etc , software deployment and others.
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.
• Insures the infrastructure resources are included in the project plan. Monitors team member activities and tasks.
• Manages infrastructure issues, problems, and risks.
• Identifies and manages infrastructure project dependencies with other efforts.
• Communicates status and manages problems
• Assess risk and identify conflicts of changes and escalate when decisions can't be reached
• Ensure Post Implementation Reviews PIRs are being executed on less than successful changes
• Serve as a point of contact for our customers and continue to educate them on the Change Management process
• Identify bugs, enhancements, and new functionality requests for the Change Management system and help identify new Change Management processes and technology trends for continuous improvement
• Test new releases of the Change Management System to ensure they have been built to the specifications listed in the requirements document
• Help prepare reports and documentation for recurring Change Advisory Board CAB Meetings to review RFCs for the reporting period
• ITIL Process Roll Out ITSM
• Manage Tier 1 Team and Tier 2 Team

Confidential

IT Manager / Senior Market Data / Trading Systems Support

Responsibilities:

• Troubleshoot, diagnosed and resolved problems and outages in production, UAT, and QC
• Defined, configured, implemented and managed the Remedy 7.2 CMDB tool
• Managed all aspects of the Global IT Services BMC Remedy Helpdesk in Change, Incident, Problem, Release and Implementation Management based on ITIL standardization and procedures as outlined by the organizations Service Level Agreements
• Supported the Market Data Bloomberg Platform for the NYSE, Tokyo and London exchanges for brokers' trading activities
• Provided Order Management and Operations Management Support
• Release Management of Bloomberg Market Data Tool The Bloomberg
• Resolve all 2nd and 3rd level escalated service desk issues

Confidential

Change Management Analyst - Market Data / Trading Systems Support

Responsibilities:

• Defined, configured, implemented and managed the BMC Remedy 7.x CMDB tool
• Deliver infrastructure and environments that meet project requirements and deadlines.
• Troubleshoot, diagnosed and resolved problems and outages in production, UAT, and QC
• Provided real-time application support to eliminate or avoid customer impact
• Create RFC in support of Customer driven changes for integration into FSC.
• Approve and reject changes based on change classification details.
• Initiate escalations as appropriate.
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Provide user feedback on changes.
• Meet with IT staff and business representatives regularly to establish productive relationships with key staff.Work with the Service Provider Change Management and or Service Delivery Manager to ensure full coordination and communication within ACT.
• If required, assists the Change Approver in assessing urgent changes or deciding on the approval, delay or rejection of changes
• Work with Service Provider Change Management assist in coordinating CABs including E-CAB to review and approve changes.
• Communicates within the organization about necessary specific content needed to approve the changes.
• Identify trends and potential problem sources.
• Work with all functions within the IT community to ensure processes are executed as designed and measured accurately and completely.
• Ensure alignment of processes to the corporate and IT strategy.
• Communicate with and manage the expectations of customers.
• Gather problem-solving resources from across IT and other organizations to address issues.
• Negotiate with other managers on priorities and resources required to meet resolution demands.
• Produce regular and accurate management reports.
• Serve as liaison with clients and vendors as requested.
• Supported front office and back office brokerages and worked on Trading systems with problem resolution involving broker trades
• Managed all aspects of the Global IT Services Helpdesk in Change, Incident, Problem, Release and Implementation Management of ITIL Tool Remedy based on ITIL standardization and procedures as outlined by the organizations Service Level Agreements and Business Objectives
• Develop and analyze business and process metrics to identify, improve and verify business processes and their results. Develop predictive analytics keyed to problem prevention and sustainability of results.
• Manages the day-to-day project activities for infrastructure. Infrastructure may include servers, workstations, operating software, network, security, middleware database, integration, etc , software deployment and others.
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.
• Insures the infrastructure resources are included in the project plan. Monitors team member activities and tasks.
• Manages infrastructure issues, problems, and risks.
• Identifies and manages infrastructure project dependencies with other efforts.
• Communicates status and manages problems
• Compose procedural documentation and designed architectural layouts utilizing Visio and Word
• Managed, resolved, escalated all 1st and 2nd level service desk issues related to overall enterprise

Confidential

Systems Administrator

Responsibilities:

• Trained staff in all aspects of Networking, Applications and Servers for maintenance
• Supervised a team of 4 operators to train and oversee the efficiency of the overall network of 100 in house desktop users and maintain a 100,000 member database updates via tape backups
• Deliver infrastructure and environments that meet project requirements and deadlines.
• Release Management of Microsoft Release 1998 to Windows Release 2000
• Managed all aspects of the Global IT Services Helpdesk in Change, Incident, Problem, Release and Implementation Management based on ITIL standardization and procedures as outlined by the organizations Service Level Agreements
• Created, furnished and presented data flow diagrams and architectural layouts for all levels of Management
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.