PROFESSIONAL SUMMARY:

• A proven self - starter and leader with a strong strategic solutions and results oriented background; with a remarkable career devotion and hands-on experience within IT Service Management specializing in IT service delivery, integration and operational excellence from service desk operations to software development and engineering.
• I have worked in a technical capacity within the following areas of ITSM as well as developed and implemented processes within Incident, Problem, Knowledge, Asset & Configuration, Event, Security, Change, Deployment and Release Management.
• I am well-versed in the practice of the IT Infrastructure Library and IT Service Management model, a master of IT service delivery and ITILv3 certified.
• I also possess a working knowledge and hands on experience implementing processes across organizational production environments utilizing the following process improvement methodologies:
• Software/ System Development Life Cycle (SDLC), Agile and SCRUM; along with a deep understanding and working knowledge of Project Management methodologies, LEAN Six Sigma, National Institute of Standards and Technology (NIST), PCI, SOX and ISO/ IEC 20000 frameworks.

TECHNICAL SKILLS:

Steep technical knowledge of: infrastructure, service mapping, application software and cloud based support and maintenance

Languages (familiarity): VBScript, HTML, Java/J2EE, Spring, Strut, REST Web Services, Power Shell, Python and SQL, T-Scripts

ITIL and ITSM platform tools: ServiceNow, BMC, IBM Maximo, HP Service Manager, JIRA, Flexera and SCCM

Operating Systems: Windows 7/ 10/ Azure, Linux/Unix and Exchange Platform

Microsoft tools: SharePoint, O365, Word, PowerPoint, Excel, Outlook and Visio

Other technical expertise: Active Directory, SAP, SAS Management Studio administration, TCP/IP protocols VMWare platform suite, IIS administration, Oracle environment, Agile and SCRUM

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Sr. Manager

• Managed and coached a global IT Service Management team that comprised of incident, problem, change, asset and configuration management analyst, consultants and junior managers
• Delivered strategic roadmap for the development and creation of the operation excellence organization from incident, problem, change and SCAM processes and identified key roles and responsibilities for each major function
• Developed and implemented the support structure for escalation issues through incident, problem, change, asset and configuration management policy and standards; along with standard operating procedures for end-user devises and printing services globally across all six business units
• Developed and influenced the implementation of the SACM, Incident and Problem Management processes and rollout of tool module through Service Now rollout
• Established and enhanced Service Level Agreements and Operational Level Agreements between third party vendors and internal technical teams for all end-user support throughout all six major business units
• Led Windows 10 upgrade project; overseeing the upgrade implementation of over 36,000 end-user devices successfully enterprise wide
• Collaborated with IT Finance and Service Desk, Service Delivery and Executive leadership team(s) for asset triage, billing, IT asset service request, contract review and hardware inventory reconciliation and process implementation.
• Led enterprise wide hardware asset validation and reconciliation project where over 40,000 unidentified printers and PC(s) and over 10,000 device surpluses resulting in over 1 million dollars of savings for the fiscal year for the organization while through implementing ITIL methodology

Manager ITSM / CMDB Architect

• Determine Service to Configuration Item data requirements and perform activities needed to effectively integrate HTML web facing tools into the CMDB through BMC and Service Now through NIST standards
• Create and publish monthly reports and metrics that contain performance, capacity and risk related data points and SLA and OLA objectives reporting
• Investigate process gaps, exceptions, data mapping and configuration accuracy issues and resolving to root cause
• Perform inventory of all infrastructure assets to logical CIs and documented all findings through logical and physical architectural mappings to asset impact to changes in production and lower level environments of support while adhering to NIST standards
• Ensure all infrastructure, software and application(s) Configuration Item or source tags are maintained in a configuration management system CMDB and ensure information is up-to-date accurate auditable for production releases while adhering to the ITIL framework and applying NIST standards
• Assist in the development of reporting to address management requirements to obtain information
• Create and communicate weekly status updates to project team and senior management
• Formulate and implement processes and procedures for tracking and analyzing incident, problem and change management modules
• Responsible for development of service level KPIs for defined services and service offerings.

Sr Support Engineer

• Develop and implemented internal and organizational process documentation for Incident, Problem and Change Management handling within a production support environment adhering to ITIL/ ITSM framework
• Provided technical leadership and direction to on/offshore team and contracting team resources, ensuring all incident, problem and change maintenance and support SLAs were adhered to through the ITIL v3 ITSM framework
• Created and maintained application support documentation from Standard Operation Procedure and Application Overview Documents to key system and application architectural diagrams
• Ensured all problem and critical incidents where escalated and reported to senior leadership through a communication plan and resolved in a timely manner, while ensuring root cause analysis
• Primary responsibility as an incident and change manager include performing investigation and ensuring proper notifications and function or hierarchical escalations are performed as needed while determining risk and impact of any changes that go through production environments
• Led Disaster Recovery exercise for tier 2 and 3 applications for the Merchandising, Marketing, Pricing and Promotions area
• Facilitated the implementation and maintenance of business and enterprise software solutions to ensure successful deployment of released application while working with appropriate resources manage application security licenses as necessary to comply ITIL and NIST frameworks
• Severed as lead QA tester in the CMDB, IT Service Catalog (BMC My IT/ Smart IT) and Knowledge Management model in the BMC Remedy 8.1 upgrade

Systems Architect

• Provided technical leadership and guidance to the architecture development and maintenance team in all phases of development, deployment and maintenance of IT architectures
• Serve as liaison between application support teams and operational teams to provided and communicate system integration issues
• Ensured that individual IT solutions and applications fit within the organization business strategy, comply with the organization’s IT standards and fully support the enterprise-wide IT architecture
• Identify legacy systems integration and migration problems and provided suitable answers in terms of models and practical implementation solutions for the Oracle Hyperion suite
• Architected an application within the nuclear plant environment while working in an Oracle environment (experience with architecture, support and administration)

Lead Applications Support Engineer

• Imparted 24 x 7 on-call support and handled daily interactive and job batch processing schedulers (i.e. Autosys, Flow Manager and SAS Management Console)
• Responsible for the day to day support and administration of IIS 7x web servers and hosted web sites for national rate sheet’s data
• Led enterprise project which included major cleanup of over 6100 SLA’s and data mapping migration system to Windows .Net environment using SDLC throughout the project process and adhering to ITIL/ ITSM methodology for critical banking applications
• Led continuous improvement efforts by reviewing incidents, escalations, identifying gaps, and iterating on best practices within .Net, Java and IIS application hosted environments
• Collaborated closely with development and DBA team(s) within production processes changes and major incident resolution and root cause analysis through problem management.
• Responsible for implementation and creation of change releases while also guiding the needed teams through the change process
• Participated in the development, implementation and ongoing compliance monitoring of all incident, problem and release management activities and documentation

Major Incident and Problem Management

• Provided 24x7 comprehensive IT production and test support; including problem definition and root cause analysis, incident resolution and vendor management adhering to ITIL methodology.
• Gather requirements for implementing new methods for enhancing performance and reliability for processes and procedure while also creating and maintaining detailed documentation and metrics.
• Track all functional design questions and issues from Business, IT and third party vendors ensuring resolution through ensuring compliance with IT policies by identifying, appropriately escalating and resolving issues.
• Served as test environment manager which included daily monitoring of test environments and rigorous UAT and defect configuration in preparations for production releases.
• Assist both change, incident and problem management process teams in day to day project support in building and implementing two new IT processes utilizing ITIL framework.
• Assisted in the design, installation and administration of business servers; also serving as the key designer of multiple virtual desktops and clones utilizing the Citrix Xen platform (XenServer 6.1, XenCenter 6.1 and XenApp 6.5)

Network Capacity and Availability Management Engineer

• Ensured that all IT infrastructure, processes, tools, roles are aligned to the agreed availability targets and IT service mapping as it applied to ITSM lifecycle within targeted line of business TCP/ IP domains.
• Developed test cases and participated in UAT within QA environments; testing environments included: Windows, Linux, Verisign, Safepass SSO and Active Directory.
• Followed ITIL methodology to improve the quality and reduce defects in resolving all level 2 and 3 escalation issues and establish development, system changes and procedures to prevent further application and tool issues.
• Acting as a liaison between the technical, business, testing groups to provide them with require specifications/ documentation and to resolve any issues within SafePass SSO environment.
• Daily use of Maximo application for tracking and incident management actives; ticket issue resolution, tracking metrics and creation of format configurations.

Systems Administrator

• Provided migration support from Windows XP to Windows 7 operating system; as well as training to both technical and non-technical users for the Windows 7 support and navigational day to day use
• Install, configure and troubleshoot desktop systems, workstations, servers and network issues through Exchange System Manager
• Maintain password, data integrity and file system security for desktop environment; file/ folder mapping and permission through remote servers and terminal servers
• Support IT related monitoring systems (backups, network security, antivirus/ firewall protection, security and download updates, etc.)
• Managed Active Directory groups, users, printer rights and permissions and group polies and maintained organization Flexible Single Master Operations (FSMOs).