OBJECTIVE:

Obtain a challenging position within a world - class company where I can effectively contribute my IT experience to the team and make a major difference for the company, its partners, and customers

SUMMARY:

• Change, Release, Incident and Problem Process Management with 14-plus years of increasing responsibilities in technical leadership, information technology, who has and continues to strive in facilitating the synergistic needs of business enablement through IT alignment across the enterprise.
• Practical understanding of service management processes and governance alliance with PCI, SOC and Cobit ; working knowledge of networking and security concepts; hands-on experience of middleware applications and troubleshooting techniques at infrastructure layer. Proven problem-solving root cause analysis abilities with attention to detail and aptitude to work effectively in any world class multitier, result-driven, fast-paced environment.
• Demonstrated capabilities to align IT strategic direction with business vision to obtain superior results.

TECHNICAL SKILLS:

• Strategy and tactical skills in leadership and problem solving
• Quick learner who enjoys keeping up with latest developments in technology
• Solid reputation in upholding high ethical standards
• Astute in adapting to company vision and ailing IT objective to achieve corporate goals
• Persuasive and very capable in developing rapport and trust with peers
• Experience in positively influencing attitudes and ideas of others
• Very articulate, personable and able to effectively manage multiple priorities.

PROFESSIONAL EXPERIENCE:

Confidential

Release/Deployment/ITIL Consultant

Responsibilities:

• Deployment manager for Oracle Access Manager
• Deployment manager for Oracle DB
• Deployment manager for Hitachi storage
• Assess intake and schedule necessary resources, engineers, and implementation window for bi-monthly Websphere fixpak releases
• Work with business Units, Dev/QA, and testing teams for production update and/or releases
• Drive and/or managed technical Production project to enhance applications under my management
• Coordinated and prioritized all escalated activities, including testing, project management and implementation of system upgrades, enhancements, and bug fixes
• Drive and/or managed technical Production projects such as Firewall upgrade, VMware build-out, RHEL or OEL upgrades
• Managed relationships and interfaced with managers/engineers of impacted releases and track exceptions to resolution
• Review infrastructure changes and quarterly releases, while conducting self-directed investigations into data irregularities, and proactively identifying and resolving potential system problems
• Assist in the definition and creation of change modules for repeatable changes
• Coordinate the resolution of Problem, Change and Release issues as part of Wiki knowledge base artifacts
• Coordinate/assisted in build-out/creation of DevOps environment with Ansible, Github, Docker, and CA Lisa
• Review changes that cause sev-1 and/or sev-2 incident for root cause and corrective action plans
• Part of review team to access ITIL processes such as change and incident for areas to improve
• Create Project and release schedule for build-out of virtual environments from Dev, QA, Pre-prod to Prod.
• 100% remote work during deployment, release, migration and day-to-day IT activities
• Work with internal and external vendors such as Devops, IBM, Hitachi, Adobe and Oracle on release/delivery of service from Dev to Production
• Deployment manager for the deployment of AEM into QA, Pre-prod and production; worked with Adobe and AEM engineers.

Confidential

Service Management and Support (Consultant

Responsibilities:

• Troubleshot Sev-1 and Sev-2 incidents during major outages
• Manage configuration, incident, change, release and support activity of Off-shore technicians
• Work with Application and Infrastructure groups on impact analysis work-flow during risk assessment
• Responsible for the forecast and supporting plans for both applications’ functionality and capacity requirements
• Work with business Units, Dev, and QA teams during functional and regressions testing of application before accepted into Production
• Manage RCA meetings and interface with impacted departments across the Enterprise on release, change, problem and incident
• Implement service improvements plans with specific focus on customer satisfaction via release improvement plans
• Assess SDLC and provided action items relative to CSI for the applications under my management
• Drive and/or managed technical production projects to enhance applications under my management
• Facilitate releases from Dev, UAT/QA, Pre-Prod to Production
• Facilitate environment readiness and the tracking of defects post performance testing

Confidential

Change Manager (Consultant)

Responsibilities:

• Lead enterprise-wide change management project effort on socializing users with new Change Management policies and procedures
• Managed Change and Software Release relationships, and interface with all Bus across the Enterprise
• One of two Release managers to facilitate monthly release of EPIC software
• Worked with Application and Infrastructure groups on impact analysis work-flow during risk assessment
• Worked with Release and Incident Managers on engagement procedures during outages caused by change
• Utilized Remedy 8.x for Reports and KPIs, with the help of QlikView
• Defined and developed RACI charts for ITIL Change process
• Defined, developed and assisted in implementation of Problem, and Release processes
• Defined and pilot ITIL Change Management process workflow
• One of two project leads in the migration from FrontRange/ITSM to remedy 8.x
• Lead creation/update of ITIL Change Management policy and procedures
• Created weekly FSC for CAB review
• Host monthly root cause analysis during PIR review
• Create monthly trend analysis for upper management
• Define and create change modules for repeatable changes
• Utilize Six sigma methodology for Change Management process improvement
• One of 4-member team to assist Problem manager during RCA review
• During major outages helped with troubleshooting and isolation of root cause for Sev-1 and Sev-2 events

Confidential

eCommerce Weblogic/Websphere Analyst

Responsibilities:

• Worked with Business Units, Dev, and QA teams during functional and regressions testing of application before apps are accepted into Production environment
• Daily utilize system data to analyze system performance and create reports for executive and business review, while proactively suggesting ways to improve system stability, availability, performance and reliability
• Coordinated and prioritized all escalated activities, including testing, project management and implementation of system upgrades, enhancements, and bug fixes
• Worked with systems and application architects, developer, program managers, project managers, DBAs, etc on POC system/environ builds/architecture
• Responsible for the forecast and supporting plans for both applications’ functionality and capacity requirements in a rapidly growing Websphere, Weblogic, .NET, ESOA, TIBCO, JAVA, SQL, UNIX, Windows, SAP, SOA, Jira, Bamboo, environments.
• Assisted in determining the impact of operational issues and provide input into their resolution via data extraction and quantification, while assessing critical paths and assisting with implementation of any project required by the business
• Proactively review infrastructure changes and quarterly releases, while conducting self-directed investigations into data irregularities, and proactively identifying and resolving potential system problems
• Developed solid relationships with BUs, DEV, infrastructure/operational teams and leverage the relationships to improve system stability and availability
• Lead efforts in complex troubleshooting, recovery and root cause investigation via ITIL processes and Six Sigma methodologies
• During major outages work with other engineers to troubleshoot and isolate root cause during Sev-1 and Sev-2 events
• Troubleshot issues with CQ5 during production outages.

Confidential, Atlanta, GA

Enterprise Support Manager and Change Manager

Responsibilities:

• Primary driver/owner of ITIL Change Management Process
• Lead business units and enterprise-wide change management efforts on socializing users with new Change Management policies and procedures
• Hire, managed, coached/trained direct reports
• Managed relationships and interfaced with impacted departments across the Enterprise
• Helped in driving employee’s adoption of changes to systems, business processes, job functions in line with organization deliverables
• Managed entire change management lifecycle utilizing ITIL process methodology, while adhering to SDLC
• Utilized ITIL process to drive the resolution of Service Desk Severity-3, Severity-4 and Severity-5 incidents
• Rotating situation Manger on sev1 & sev2 support issues, with responsibility of researching and writing Root Cause Analysis for each event
• Created/reviewed quarterly change metrics on trends for senior managers
• Managed applications and server support for: Apache 1.x, 2.x; Tomcat 5.x, 6.x; VMware Infrastructure 3.5, Jrun; Tuxedo; NetBackup; RedHat ES 3, 4; Solaris 8, 9 and 10; BEA Weblogic; WebSphere MQ; NetApp Filers, Window 2003; IBM Bladecenter HS21/22s, Oracle 10g; CA Unicenter, etc in development and implementation of SLAs between application support and business groups
• Managed the schedule and career path for a team of 12 Engineers
• Drove and/or managed technical Production mini-project
• Oversaw/assisted in the development SAS 70 Type II policy for Datacenter/BUs
• Drove programs in support of business lines through successful completion including delivery of operational objectives, quality improvement initiatives and customer satisfaction objectives
• Worked with security and delivery to achieve PCI compliancy for 2009
• Served as Release manager, facilitating OAT (operation acceptance testing) and (UAT) user acceptance testing
• Helped in the creation and/or update of ITIL Release Management, Change Management, Problem Management and Incident Management policy and procedures
• Updated/wrote policies and procedures for Change and Problem Management Processes
• Created weekly FSC for CAB review
• Implemented service improvements with specific focus on customer satisfaction via release improvement plans
• Utilized Business Objects app for monthly delivery of change metrics to senior management and business units.
• Utilized Six sigma to drive process improvement plans
• Worked with Dev, and QA team to deploy and/or upgrade/update applications to Production environment
• Primary Release Manager for initial two years, then assisted in all major releases

Confidential

Technology Manager/Interim Director of Technology

Responsibilities:

• Organized, developed and lead a professional team of service & infrastructure operations staff
• Oversaw budget for technology department
• Release manager for all new and/or package update to environment
• Ensured the Service & Infrastructure Operations team adheres to the highest working standards
• Managed both WAN/LAN support and all service requests
• Managed technical projects such as build, configure and maintenance of computer labs for students
• Managed media center support and upkeep
• Developed school technology policy and procedures
• Facilitated/Managed all Changes, Incidents or Problems to devices and/or infrastructure
• Project lead for the implementation of service improvements with specific focus on customer satisfaction
• Built, managed, and matured the change management and release processes
• Lead Change Advisory Board
• Assisted is the rollout of CA Unicenter for Change, Incident and Release modules
• Assisted with Implementation of enterprise CMDB
• Defined, implement and execute day-to-day functions of ITIL process workflow
• Created, implemented and managed day-to-day functions of ITIL Release, Change, and Problem Management
• Updated/wrote policies and procedures for Change and Problem Management Processes
• Pulled change record from CMDB and created weekly FSC for CAB review
• Performed monthly PIR reviews
• Lead business units and enterprise-wide change management efforts on socializing users Release Management policies and procedures
• Managed relationships and interfaced with impacted departments across the Enterprise
• Created, developed and deliver change management strategy for management deliverables and/or expectations such as: implementation plan, communication plan, back-out plan, and Confirmed Test results on all major or minor releases
• Helped in driving employee’s adoption of changes to systems, business processes, job functions and organization deliverables, and work as situation manager on Sev-1 and sev-2 events

Confidential

AIX Admin/Operations Support Analyst

Responsibilities:

• Installed WebSphere deployment and application manager
• Coordinated changes with Metavante, TSYS, checkfree and other third party venders to align with SLA
• Troubleshot WebSphere application to minimize down time during Sev-1 and Sev-2 events
• Recycled/maintained Apache webservers on weekly maintenance
• Troubleshot HP-UX and NT server farm on Cisco local directors
• Installed object and upgraded releases on Checkpoint firewall
• Add and remove routes on Cisco routers
• Wrote and process Korn shell scripts for batch jobs
• FTP to bank sites for credit card files/batch processes
• Monitored batch jobs, network via Openview, Maestro, and Net Cool
• Nightly backup of data base servers on Legato to be archived off-cite
• Queried Informix database with SQL statement for customer information
• Troubleshot Forte application, Hubs, SNA, Tuxedo, and RJE for connectivity
• Troubleshot issues with third-party vendors such as Metavante and Checkfree
• Logged all tickets activity in Vantive tracking log