SUMMARY:

• 20 years of IT consulting and professional services experience; career history includes IT operations and service management support to federal agencies and commercial environments, classroom instructor, solutions consultant, migration specialist, pre - sales engineering consultant.
• Configuration and Asset management consultant, process engineering specialist advisor, technical team lead, data center manager and migration solutions consultant. Designs, builds, and operates server/storage systems to support end to end lines of service.
• ITIL Expert v3, TIPA Certified Assessor, ITSM process consultant and ITIL program advisor.
• Service-Now certified Administrator and developer consultant, ITSM process consultant with focus on Change & Configuration management w/ special interest in SACM/ITAM arena
• Special focus in Performance Optimization and Capacity Planning

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Configuration Manager

Responsibilities:

• ITSM Configuration & Asset SME consulting on ServiceNow CSI program
• Configuration Manager responsible for process engineering, CI management, control & status reporting.
• Development of custom SIAM framework to hurdle the rogue vendor/customer tensions and to embark on an OCM effort fully vested in process monitoring, metrics reporting, E2E shared services integration of the 4 vendor/supplier organizations involving cross team collaboration activities, roles & responsibility designations with assigned ARCI ownership, scheduled reporting and published process performance metrics.
• ISO20000 & ISO27000 Security and best practice assessment and project planning
• IT & Business Service Catalog development& design planning to increase CMDB solutions

Confidential

Sr ITIL Process Consultant/Analyst IV&V

Responsibilities:

• Roadmap, strategy, planning & design for ServiceNow implementation from process capability
• TIPA based Assessment for all ITSM help desk processes w/ added IV&V Operations Assessor
• IT Service Operations and ITSM process assessment included Configuration, Change, Incident, Problem, Release & Deployment, Portfolio & Catalog, Service Request Fulfillment analysis
• Assessment report included SWOT Analysis, Gap Assessment, Recommendations for bridging each gap identified, KPIs, CSFs, reporting schedule, and on-going improvement recommendation
• Introduced 3 Phase Roadmap for ITSM process improvement initiative

Confidential

Strategy Advisor - ITSM Process Analyst

Responsibilities:

• Performed TIPA assessment of ITIL processes, current operational state Gap analysis on Core ITSM processes against future state processes designed in collaboration with Pink Elephant and provided Gap analysis and solution improvement recommendations to close identified gaps.
• Program analysis improvement program initiatives along with HR, Facilities and Security managements
• Conducted Program assessment design analysis and generated PPT assessment against ITIL methods of practice and provided recommendations refining strategic vision, defining goals, and detailing solutions
• Developed strategies to close gaps thru recommendations for process improvements
• Recommendations included R&R matrix selection of delegates and provided forward project deployment guidelines, policies, governance controls, KPI’s & CSF’s, reporting schedules and content requirements, provided gap solutions for growing organizational maturity.
• Delivered executive review

Confidential

Configuration Management & Systems Administrator

Responsibilities:

• Configuration & ITAM process design, performing CMDB analysis and design within Service-Now
• Maintained CMDB & Asset process and system documentation.
• Ensure the validity of configuration data through mature processes supporting ITSM workflow integrations
• Served as configuration manager and process designer for Service-Now implementation of CMDB. Adjunct consultant for Change process development. Initiated change and configuration control process
• Responsible for Service-Now Administration, Discovery, CMDB Configuration & Asset process engineering.
• Responsible AD/LDAP integration troubleshooting, data imports, tool customization, creating business rules, managing custom changes with update sets, managing data with import sets.
• Defined configuration policy, led CI attribute selection criteria, design configuration control processes, CMDB auditing, change control and discrepancy reporting
• Relationship dependency mappings, ongoing troubleshooting of tool configuration CMDB and Discovery
• Established and maintained baseline configuration. Tracked and monitored status of CRs/RFCs.
• Reviewed and refined testing strategy, and conducted regression testing.
• Validated and performed custom tool configuration and customizations to meet business needs
• Led the effort to implement the CMDB, change control and configuration managed process solution

Confidential, Columbus, Indiana

ITSM Process Consultant

Responsibilities:

• Performed GAP Analysis of global helpdesk processes for Confidential and worked with global process owners to re-engineer processes for SLM, Change, Problem, Incident, & Release managements
• In support of Remedy 7.0 to Remedy 7.6.1 upgrade project including tools integration, process engineering and end to end ITIL implementation Phase I
• Led process design team in the adoption of best practices for process improvements in Incident, Problem, Change and Release workshops and customer interfacing with project sponsor, and global process owners
• Collaborated with global worldwide leaders and process owners to redesign helpdesk procedures, perform taxonomy classification and categorization tasks with Remedy
• Gathered customer requirements for custom tool development needs adopting ITIL best practices.
• Led workshop activities for improvement of Incident, Problem, Change, Release processes

Confidential

ITIL Expert Consultant

Responsibilities:

• Conducted organizational ITSM CMMI maturity assessment conducted end to end on IT infrastructure support services as part of an organizational maturity assessment team.
• Initiated the tool assessment custom criteria remediation; as well as algorithm scoring review that initiated redesign of embedded macros within CMMI based tool scoring that changed the scoring model from mean to mode averaging method.

Confidential, Alexandria, VA

IT Operations & Data Center Consultant

Responsibilities:

• Operational support and process consultant for Incident, Change, Service Request process design.
• Managed service desk operations including hardware and software provisioning, change control coordinator for application upgrades, application release and deployment from testing to production systems, rollback planning, problem resolution, diagnosis & repair, change activities of patch/upgrade schedules
• Incident management practices included development of escalation procedures involving break-fix, problem resolution, application support, diagnosis & repair, system patching, scheduling, performance optimization.
• Incident management responding to trouble tickets, application problem solving and analysis
• Root cause analysis of infrastructure problems to ensure business continuity and availability.
• Vendor interfacing, identified software solutions and process solutions for Event management and Incident management.
• Red Hat Linux virtualization w/ VMWare deploy and support of SDLC process

Confidential, Pennsylvania

Data Center Migration Consultant

Responsibilities:

• HP/Pepsi-Co data migration effort involving data center relocation and forklift move international relo
• Consulting on a team of UNIX engineers &data migration specialists under HP directorship
• SAN hardware included EMC 3000series Clariion, DMX, and HP-EVA SANs.
• HP -UX servers were configured with Lpar and Vpar clusters with environments running on Superdomes on both PA-RISC and Itanium processors.

Confidential, Sterling, Virginia

Pre-Sales Engineer

Responsibilities:

• As a sales engineer supporting pre-sales engagements, I worked as a pre-sales and solutions architectr suppor ting customers, writing SOW, and solution spec build designs for custom solutions in SAN/NAS storage networking, specializing in EMC solutions (Clariion, Centera, Celera, VMWare)
• Performed problem solving and incident management services in support of Legato Networker .
• Upgrade planning and risk management for enterprise upgrade of Legato Networker 6.3 to 7.2
• Developed strategic corporate partner relationships with software product vendors to leverage channel partner sales relations to engage MTI in the enterprise space .

Confidential, Falls Church, Virginia

ITIL/ISO 20000 Consultant

Responsibilities:

• Performed ISO 20000 GAP Analysis for ARC and perform ed infrastructure discovery and benchmarking against best practice s and proposed recommendations towards stabilizing critical enterprise server & storage UNIX environment - AIX, HP, Solaris, Oracle, EMC, NetApp

Confidential, Silver Spring, MD

Data Center Lead

Responsibilities:

• IT Operations technical lead & manager of infrastructure service operations and team lead Infrastructure solutions architect of enterprise server/storage environments & database solutions
• Change management activities for software and hardware release, capacity planning, performance tuning, problem resolution, root cause analysis and incident handling, led hardware replacement and consolidation activities increasing ROI.
• Remedy help desk solution and service desk deployment w/ Core ITSM process design
• Information Security management, policy creation, primary firewall support, participated in DNS migration planning and implementation of Sidewinder to Gauntlet firewall cutover.
• Inventory management and asset control, decommissioning strategies, archiving, etc…
• Application management and upgrade planning, release and deployment into production.
• Performed warranty reviews, SLA reviews, cost-benefit analysis of IT services, developed improvement plans. Performed cost and value based asset lifecycle management.
• Procured and deployed new server/storage solutions and performed production data migrations
• Capacity planning & purchasing decisions w/ architected solution planning for expansion
• Repor ted to head security officer and program manager for major incidents throughout the consolidation of U.S. Health & Human Services operational divisions into one centralized IT
• Vendor interfacing and solution design decision making for new services (hardware specific)
• Performed server rack and installs, HP-VA & EVA with EMC SAN storage expansion, LUN distribution using LVM. Customized Unix kernel builds to optimize software configurations
• Participated in Security Management team which institutionalized access restrictions, introduced security change policy; security incident management, and deployed and replaced all perimeter firewall equipment for US HHS. Sidewinder to Gauntlet firewall migration/implementation

Confidential, Washington, DC

Infrastructure & Unix Lead

Responsibilities:

• Provided UNIX & SAN storage lead for design and deployment of rp4400 and rp7410 servers.
• RCA activities for all enterprise performance issues as being related to kernel configurations, improperly configured NFS and SAMBA, and data distribution, application & SAN rebuilds
• Change Managed and performed all custom kernel rebuilds on UNIX servers with specific performance tuning measures for optimizing Oracle 9i to run on HP-UX 11i.
• Supported Oracle 9i databases running on fiber attached SAN drives, and Oracle database s running Real Application Cluster (RAC) SAN Oracle RAC runs on top of MC ServiceGuard OPS.
• Root cause analyses identified SAN/Server configuration errors and led to remediation projects
• Purchased, installed and configured new rp4440 running HP-UX 11i & Red Hat w/ Oracle Warehouse Builder, attached to SAN, conducted zoning operations, and migrated the rp4440 into place as I repurposed staging, development and production servers

Confidential, Alexandria, VA

UNIX Team Lead - Solutions Consultant

Responsibilities:

• Team lead responsibilities include deployment and configruation of HP server database environments running Oracle on HP-UX 11i onto NetApp filers. Our team had individually assigned roles supporting an application environment which included BEA's WebLogic Application Server, iPlanet, OmniBack, and VERITAS Netbackup

Confidential, Rockville, MD

IT Solutions Consultant - Pre-Sales Engineer

Responsibilities:

• Proje ct lead and solutions architect for HP VA and EVA networked storage solutions
• Sales engineer for a sales team dedicated to providing storage solutions and client support for SAN and NAS environments utilizing HP EVA disk arrays