SUMMARY:

• Responsible, self - motivated, and thrives in an energetic and fast-paced environments.
• Strong team player with excellent interpersonal and communication skills - written and verbal.
• Organized, detail oriented, and able to adapt quickly in a dynamic technical environments.
• Results-driven and action-oriented with more than 20 years of experience in information technology.
• Leadership experience in multiple industries, offering outstanding skills in management, project management, customer service, conflict resolution, team building, and collaboration.
• Proven track record for delivering quality work in a timely manner by utilizing critical thinking, creativity, analytical, management and problem-solving skills

PROFESSIONAL EXPERIENCE:

Confidential

Jersey City, NJ

Lead IT Service Management Solutions Architect

Responsibilities:

• Lead ITSM Solutions Architect for multi-million-dollar project; interfacing with Confidential C level executives to obtain a fundamental understanding of business objectives, documenting project scope and helping work streams to create requirements.
• Properly engaged stakeholders and operated independently to serve as principal focal point for project ownership, and interacted with senior management while directing the activities of project team members to accomplish project objectives
• Facilitated integration of ITIL methodology for IT Service Management processes and software development; ensuring that best practices for business functionality, requirements, and industry standards were addressed.
• Worked closely with ITIL Process owners (Service Desk Managers, Incident Managers, Problem Managers, Change Managers, Configuration Managers and analysts) to facilitate conversations, analyze, determine, document, improve, and implement new processes.
• Implemented improved Change Management process to securely apply software patches across multiple platforms.
• Provided complex technical leadership, serving as the subject matter expert to lead seamless integrations with all modules of HP Service Manager, HP Asset Manager, HP UCMDB via Connect-IT.

Confidential

Atlanta, GA

IT Operations Project Manager

• Responsible for setting up an offshore NOC in Bangalore, India to support Tier 2 onshore NOC Support Analysts.
• Created training plans for left shift knowledge transfer of Tier 2 onshore telecommunications network support to offshore, which includes shadowing/reverse shadowing of duties for more cohesiveness and synergy between the onshore/offshore teams.
• Created training plans for left shift knowledge transfer of Tier 3 to Tier 2 telecommunications network support, which included shadowing/reverse shadowing of duties for more cohesiveness and synergy between the Tier 2 and Tier 3 teams.
• Responsible for managing and overseeing the operational support within the offshore Network Operations Center (NOC), while developing and providing metrics to senior managers that indicate workload and churn.
• Managed project timelines and assigned tasks to produce measurable deliverables. Monitored and tracked progress of project and work plan.
• Enforced established operational policies and procedures ensuring a high level of attention to detail, accuracy, and on-time delivery.
• Created and established new standards and procedures and translated high level work plans into detailed assignments for team members.
• Identified process inefficiencies within the NOC, conceive of changes, and supervised implementation of new processes. Directed and facilitated continuous process improvement.
• Supervised implementation of new tools and assigned tasks via ServiceNow and Remedy.
• Facilitated meetings with key clients, stakeholders and cross-functional delivery teams.

Confidential

Atlanta, GA

Managing Consultant - ITSM

• Government - IRS
• Retail - Macy’s
• Project Manager and IT Service Management Solutions Architect leading multiple engagements in the implementation of enterprise ITILv3 based IT Service Management solutions. IT Service Management and ITILv3 methodology Subject Matter Expert
• Properly engages stakeholders and operates independently to serve as principal focal point for project ownership, and interaction with senior management while directing the activities of project team members to accomplish project objectives
• Manages teams through all stages of the project life cycle, involving analysis of business requirements, risk and issues management, application development, hardware installation, resource leveling, implementation, and production support. Excels at taking ambiguous requirements and situations and transforming them into clarity that leads to accomplishing goals.
• Strategically prioritizes project objectives and collaborates with team members to deliver quality results; helping teams to define success criteria and metrics.
• Works closely with ITIL Process owners and analysts to determine, document, improve and implement processes. I help to improve business operations by strategically aligning business requirements with process and technology.
• Extensive experience with handling PCI, HIPPA and PII data for IRS. Public Trust Security Clearance.
• Demonstrates a positive, constructive work attitude which inspires team members to achieve results and grow professionally.

Confidential

Atlanta, GA

ITSM Solutions Architect

• Government - SRA/TSA, IRS, EDD of California
• Healthcare - Cedars Sinai Medical Center
• Retail - General Motors
• Financial - PricewaterhouseCoopers
• Transportation - CN Rail, United Airlines
• Energy - Xcel Energy, Valero Energy, Tennessee Valley Authority
• Insurance - State Farm, Liberty Mutual
• Road warrior traveling 80% - Conducts workshops for customers on HP Service Manager 9 capabilities and thoroughly completes requirements for the Service Desk, Incident, Problem, Change, Release, Configuration, Asset, Service Catalog, Request and Service Level Management modules
• Properly engages stakeholders and operates independently to serve as principal focal point for project owner, and interact with senior management while directing the activities of project team members to accomplish project objectives
• Facilitates integration of ITIL methodology for IT Service Management processes and software development; ensuring that best practice business functionality, requirements, industry standards are addressed
• Developed process decomposition diagrams, and created process and data flow diagrams
• Data analysis: Creates customized Service Level Objectives, Surveying and reporting via Business Objects/Crystal Reports from relational database structures, which include Oracle, SQL and DB2.
• Lead efforts to develop seamless integrations with HP ServiceCenter or HP Service Manager with a variety of enterprise products, including but not limited to HP Release Control, Asset Management systems, Configuration Management (UCMDB), PeopleSoft, email systems (notification & feedback surveys), web (Intranet & Internet), HP Quality Center(QC), HP Project and Portfolio Management (PPM), and monitoring systems (BSM, OO, Network Node Manager, Net Cool)
• Reviews statements of work, financials and project budgeting with senior management and vendors to manage cost and expectations. Conducts technical reviews of multi-vendor, multi-technology bids for ITSM projects.
• Created customized Crystal Reports from relational database structures, which include Oracle, SQL and DB2

Confidential

Atlanta, GA & Houston, TX

ITSM Solutions Architect / Project Manager

• Lockheed Martin / CDC – SA - (Oct 2010 – April 2011)
• Halliburton - SA/Technical Lead (Jan 2010 - July 2010)
• Deloitte Consulting for CDC – SA/Technical Lead (Sept 2009 – Dec 2009)
• The Home Depot – Configuration Manager (May 2009- Aug 2009)
• SunTrust Bank – SA/Project Lead (Aug 2008 - April 2009)
• Coca-Cola Company – IT Project Manager (Feb 2008 – Aug 2008)
• Conducted workshops to educate and thoroughly completed project traceability matrices for IT Service Management implementations. Architected IT Service Management solutions for fortune 1000 clients. Designed and implemented IT Service Management technologies, processes, and organizational structures to improve the overall effectiveness and business alignment of a corporate IT portfolio
• Obtained a fundamental understanding of business objectives and documented project scope by conducting interviews, developing use cases, technical assessments, and requirements for the Service Desk, Incident, Problem, Change, Configuration and Service Level Management modules. Effectively scoped, estimated level of effort, resource leveled and managed risk for project implementations making sure that delivery objectives were obtainable and clearly understood by resources and stakeholders
• Served as subject matter expert to lead ITIL methodology based implementations of HP Service Manager 7.x -9.x integrating with HP Quality Center (QC), HP Project and Portfolio Management (PPM) and UCMDB
• Managed project resource leveling and technical staff consisting of Testers, Integration Lead and HPSM Developers using Microsoft Project. Collaborated with and facilitated meetings with key clients, stakeholders and cross-functional delivery teams, successfully managing vendors and ITO and off-shore resources
• After learning the current as-is environment for data, infrastructure and application interdependencies, lead THD to define transition steps from the current as-is environment to the future CMDB architecture, including interoperability with existing application migration strategies, infrastructure decisions and rollout strategies. Designed the UCMDB to-be technical architecture, process and implementation strategy to properly align people, process and technology and set baseline standards for continuous process improvement.
• Managed the software development life cycle (SDLC) of large, multi-million dollar, multi-cultural, global, complex Request Management project quickly adapting to TCCC PMI based GIT methodology & PMBOK best practices
• Collaborated with and facilitated meetings with key clients, stakeholders and cross-functional delivery team of more than 30 team members that are in units from Europe, Asia, Africa, Pacific & Latin America to accomplish project objectives and achieve business outcomes. Successfully managing global resources. Served as principal focal point for the project owner, scheduling Toll Gates, product demonstrations and coordinating regression, unit, system integration, performance and network testing with Central Quality Test Team for TCCC
• Created project Charter, Architecture Exception Request, Business Requirements, Reporting Requirements, Communication Plan, Detailed Functional Design, Implementation Strategy, Project Control Book, Logical Design Report, Physical Design Report, Training Strategy and Testing Strategy

Confidential

Atlanta, GA

ITSM Project Manager/Solutions Architect

• Road warrior; traveling 80% to manage the software development life cycle (SDLC) of large complex, multi-million dollar IT projects from conception through completion, with a great track record for completing projects within scope, on time and within budget
• Ensured the overall success of IT projects, whether the optimum solutions involve people, process, or technology. Provided complex technical leadership, serving as subject matter expert on ITIL process implementations with all modules of HP ServiceCenter
• Strong consulting skills working exceptionally closely with customers, leveraging my experience and knowledge of Service Desk, Incident Management, Change/Release Management, Request Management, Configuration Management, UCMDB, Service Catalog and Service Level Management
• Communicated complex technical contents plainly and simply while able to set a vision and create clarity in ambiguous situations. Created documentation and conducted training for several user based groups
• Directed the activities of project team members ranging in size from 10 to 20 members to accomplish project objectives and has the skills/experience to turn a project around
• Operated independently and serves as principal focal point for the project owner, and interacted with senior management. Has strong consulting skills, flexibility and resourcefulness
• Customized all HP ServiceCenter modules to integrate with asset management systems, Configuration Management, UCMDB, email systems, web portals (Internet/Intranet) and network management systems.
• Created customized Crystal Reports from relational database structures, which include Oracle, SQL and DB2

Confidential - Atlanta, GA

IT Project Manager/Sr Technical Consultant

• Managed the software development life cycle (SDLC) of multiple, multi-million dollar, complex IT projects from conception through completion, with a great track record for completing projects within scope, on time and within budget. Successfully managed vendor and ITO resources on multiple projects for industries that include, but are not limited to the following:
• Government –State of Georgia (GTA), State of Delaware, IRS
• Health – Northrop Grumman, CDC
• Financial – SunTrust Bank, JP Morgan Chase, Morgan Stanley
• Experienced in formal project management methodologies (PMI and Agile) using Microsoft Project.
• Developed use cases, test cases, testing strategies and detailed test plans for user acceptance, integration and systems testing
• Served as ITIL Subject Matter Expert, providing analysis, definition and direction to install, develop, upgrade, integrate, administrate and teach HP OpenView (Peregrine) ServiceCenter Service Desk (SD), Incident (IM), Configuration (CMDB), Change (CM), Problem (PM), Service Level Management (SLM), Service Catalog and Request (RM) Management modules.
• Managed project resources developing high level risk assessment and risk mitigation strategy, which includes implementation, maintenance, and documentation of project risk, as well as resolution procedures. In charge of project documentation including charter, project plan, project scope, status reports, use cases, test plans, assessment of customer satisfaction and closeout documentation
• Excellent interpersonal skills and uses effective, professional, oral and written communication. Excellent writing skills. Created presentations, documentation and training plans, as well as, conducted training for Train-the-Trainer and several client groups
• Facilitated meetings, lead presentations, technical demonstrations and proof of concept demonstrations for management while promoting integration of ITIL processes for application development and ensuring that correct business functionality, requirements, industry standards and best practices are addressed within the application

Confidential

Atlanta, GA

Sr. Technical Consultant

• Worked directly with customers at customer sites, traveling 100% (Road Warrior), providing analysis, definition and direction to install, develop, upgrade, integrate, administrate and teach HP (Peregrine) ServiceCenter Service Desk (SD), Incident (IM), Configuration (CMDB), Change (CM), Service Level Management (SLM), Service Catalog and Request (RM) Management modules.
• Health – CDC, HHS, CMS/HHS, Vencor, John Hopkins, Novant Health, Baptist Health, Alfa Laval, Kindred Healthcare, Kaiser Permanente
• Retail – Meijer, Black & Decker, Eckerd, WR Grace, AAA Michigan
• Financial – Fiserv, Banco Popular, TIAA Cref
• Legal – Alston & Bird
• Telecom & Technology – AT&T (Chicago), AT&T (Tampa), E3, Rapid Link, EMC
• Energy – Tampa Energy, FirstEnergy
• Government – IRS
• Created customized Crystal Reports from relational database structures, which include Oracle, SQL and DB2
• Microsoft Certified Professional with strong networking and troubleshooting skills including TCP/IP, DNS, and DHCP protocols
• Interfaced with customers to obtain a fundamental understanding of business objectives and documenting project scope by conducting interviews, developing use cases, technical assessments, gathering requirements, developing process decomposition diagrams, and creating data flow diagrams
• Configured HP ServiceCenter to integrate with other applications, which included AssetCenter, HP OpenView Network Node Manager, various email systems, web applications, paging, PDA, BO, CA Uni-Center AMO, and other network management systems

Confidential

Atlanta, GA

Sr. PC Support Specialist

• Served as leader/mentor for PC Support Specialist supporting ADP PCPW desktop software with Windows 95/98/NT/2000 or client server application integrated with Oracle in Novell or Microsoft LAN/WAN environments
• Provided helpdesk hardware infrastructure/software application support to regional operations, sales, client services and ADP payroll departments regarding the resolution of PC/LAN related problems occurring from unique processing or technical difficulties
• Assured adherence to SLA/OLA and contributed to the achievement of company and department goals with the operation and monitoring of telephony, data communications and access to the service delivery environment
• Installed ADP desktop and server software, upgrades and patches. Provided troubleshooting for all peripherals utilized by ADP software, including modems and printers
• Provided technical troubleshooting of ADP SQL & Oracle software in a Novell or NT client/server environments using TCP/IP protocol and Dialup Networking. Ensured coordination, testing, and distribution of new software releases and manual updates both internally and to external clients
• Adhered to proper escalation procedures and served as primary interface between ES group and the region on PC related issues such as Awareness Bulletins and Problem Notifications
• Maintained complete and accurate records via CLARIFY and Goldmine to ensure documentation of proper escalation and resolution
• Windows NT MCP Certified, A+ Certified

Confidential 

New Orleans, LA

Computer Operations and Service Desk Supervisor

• Managed a 24x7x365 helpdesk/call center of Tier 1 & Tier 2 operators while overseeing all shift duties and providing on-line user support and system availability to a complex mission critical environment. Documenting and managing first call and escalated incidents using Magic Support Desk
• Responsible for technical training, process training, staff retention, hiring, evaluating, counseling and motivating computer operations staff
• Responsible for planning, forecasting, staff activities and using effective, professional, oral and written communication, reporting directly to the Director of IS
• Responsible for career counseling and performance reviews. Managed the growth and augmentation of staff talent
• Served as first point of incident escalation notification for all critical hospital applications and computer systems issues. Responsible for incident assignment and resolution to critical and non-critical customer (hospital staff) issues as required
• Wrote/Created and maintained all documentation, operations policies, procedures, report distribution lists and daily task lists.  Implemented service desk processes and looked for ways to improve them
• Served as Project Manager for all of the operations area system conversions, software/hardware upgrades, and installations
• Provided hardware/software technical support and administration of the end-user environment to progressively complex LAN/WAN utilizing Support Magic Help Desk.  Troubleshooting, monitoring user restrictions to Novell 3.12 & 4.1 Servers, TCP/IP connectivity, Bridges, Routers, T1 lines, modems, Smart/UNIX, Collection/UNIX, BARR, Gateway, Meditech, Windows 3.11, 95, NT, Meditech MOX, GroupWise, Magic Support Desk and Kronos
• Knowledge and experience in using risk management procedures.  Implemented disaster recovery processes. Performed all data and operating system backups for all hospital systems