Owner/Principal Consultant Resume

SUMMARY:

Information technology leader with experience in enterprise systems management, infrastructure operations, project management, solutions architecture and strategy and supporting technologies. Particular interest and focus on the application of IT Service Management (ITSM) to align IT with business, control costs and improve quality.

PROFESSIONAL EXPERIENCE:

Confidential

Owner/Principal Consultant

Responsibilities:

Confidential - Engagement Manager for ServiceNow delivery in an Agile/Scrum environment. Managing a team of four, defined/architected/delivered a custom application through weekly stand up meetings, daily SCRUM meetings, weekly sprints, biweekly demos. Configuration of multiple modules (Managed Documents, Contracts, Legal Service Management).
Confidential - North America Service Catalog Management Process Lead (design/documentation) utilizing a blended onshore/offshore support model for ServiceNow to configure the tool per business requirements. Delivered corporate-wide tool training to end users in support of a Dublin to Fuji upgrade via webinars, phone and recorded sessions.
Confidential - Defined/documented Incident/Problem/Change/Service Catalog processes in a migration from Remedy to ServiceNow in a multivendor, outsourced environment. Coordinated on-site and off-shore resources for requirements analysis and development to configure and customize the ServiceNow tool based on client requirements. Conducted customized demos and training (lecture/lab) of ServiceNow.
Confidential - Deployed Knowledge Management/Service Catalog modules of ServiceNow in a Remedy to ServiceNow migration. Facilitated training, migration of existing knowledge, coordination of onshore/offshore resources.

Confidential

Program Manager, Service Management Program Architect

Responsibilities:

Managed the Confidential Business Service Design (OBSD) project, developing a methodology based on ITIL V3 Service Lifecycles for customers to define and rank services core to their business. Service definition, requirements gathering, heavy client interaction with stakeholders.

Confidential

Owner/Principal Consultant

Responsibilities:

AutoDesk - Documented Incident and Service Catalog/Service Request processes to migrate from a legacy Remedy system to InfraEnterprise, an ITIL- aligned tool
Environmental Protection Agency - Performed an ITIL maturity assessment and produced a roadmap for improvement
Weyerhaeuser - Documented current state of Incident, Problem, Change and Asset Management Processes (swim lanes, process guides and other supporting documentation) in a multi-vendor outsourced environment in support of a Remedy to OpenView migration.
Avery Dennison - Performed a process maturity assessment of internal Incident Management and outsourced Service Desk.
Confidential of Illinois - Provided technical and strategic advisory services for establishing a formal Change Management process.
Confidential - Defined and documented Incident and Change Management in a Remedy to OpenView migration.
Confidential - Implemented OpenView Service Desk. Early life project support, user training.
Delivered ITIL training domestically and internationally (partial list):
Confidential - ITIL Foundation and Service Manager training courses (Warri, Nigeria).
Confidential - ITIL Service Manager training course
Confidential - ITIL Service Manager training course
Confidential - ITIL Foundation training course (2), ITIL Service Manager training course (2)
Multiple open enrollment courses

Confidential

Systems Engineer

Responsibilities:

Led the effort at the Joint National Integration Center to codify industry best practices for Change and Configuration Management. Project management of requirements gathering and analysis, process design/mapping, gap analysis, tool evaluation and selection.

Confidential

Project Manager

Responsibilities:

Documented and consolidated five existing enterprise management tools for Qwest Communications. Following analysis and the development of an implementation plan, IT assumed monitoring of all aspects of corporate IT, addressing networks, systems and applications management, Service Level Agreement compliance.

Confidential

OpenView Solution Architect

Responsibilities:

Pre-sales/sales support for the OpenView product suite covering a 7 state territory. Assist customers to define/architect solutions utilizing the HP OV suite.