SUMMARY:

• Accomplished Information Technology Service Manager with proven achievements in systems management involving infrastructure management, data warehouse management, process analysis and project management. Usability expert with innovation in intelligence design and implementation that execute Service Delivery objectives. Achievement highlights include:
• Structure three enterprises from the ground up in Asset/Configuration Management and IT Help Desk environment while successfully managing project budget and personnel.
• Design a Configuration Management Library Index (CMLI) to assist with better searching of IT assets.
• Formulate CI Relationship Report (CI to CI/CI to People) utilizing SAP Business Objects Enterprise XI (BMC Analytics).
• Create Personnel Mapping Blueprint employing MS VISIO detailing all employees within the organization.
• Receive 3 Customer Appreciation Awards for Outstanding Customer Service, Friendly/Courteous Service, as well as the Above and Beyond Expectations Service Award.

TECHNICAL SKILLS:

Software : Microsoft Office Suite, Lotus Notes, SAP Business Objects Enterprise XI (BMC Analytics), Remedy 7.x, Siebel, Service Now, Altiris, Symantec GHOST, BOMGAR, DameWare, SQL Query Analyzer, Sharepoint

OS : Windows 9X / NT / 2000 / XP / VISTA / 7, UNIX, Linux RedHat.

Hardware : Confidential, HP / Compaq, Confidential PCs, Blackberry, Linksys Routers, Printers, Xerox Workcenters, PDAs.

Networking : TCP/IP, LAN/WAN, DSL, Cable, VoIP troubleshooting, Wi - Fi, Cat 5e/Fiber.

PROFESSIONAL EXPERIENCE:

Confidential, Scottsdale, AZ

IT Risk Manager

Responsibilities:

• Serve as expert consultant in providing strategic business solutions to Service Assets and Configuration Management, IT Business Management and Business Relationship Management while enforcing the System Risk Management framework/methodology for all assigned IT processes.
• Act as liaison between user groups in providing training, problem resolution, user need assessment, and change recommendation while monitoring compliance with the Security Standards, Policy and Architecture surrounding all IT processes.
• Author Monthly/Quarterly/Annually Operational Risk Profile documentation containing Risk Metric (Level), Risk Gap Analysis and Risk Outlook information.

Confidential, Scottsdale, AZ

IT Migration/Transition Manager

Responsibilities:

• Lead as IT Migration/Transition Manager for Confidential IT Consulting-Transition Configuration Management (TCM) team. Cater various clientele worldwide performing the migration of CMDB/Asset data from Remedy 7.5/8 into Service Now (Eureka) tool.
• Collaborate with Data Consolidation Services (DCS) and Enterprise Process Owner (EPO) in generating CI Update/Create templates for all CI classes that refer to the Configuration Management Data Dictionary.
• Designated as Product Model report developer to assist with Product Categorization (PCAT) creation within Service Now module while managing PCAT requests regarding new Manufacturer, Product Name and Model Number data.
• Appointed as Service Now Report Specialist in generating CI Relationship Report while authoring new processes for Configuration Management to better utilize Service Now for data migration.
• Dictate Service Now Requests for Enhancements (RFEs) to enhance the Configuration Module including CI field creation and report development.

Confidential, Phoenix, AZ

Software Configuration Manager (contractor)

Responsibilities:

• Serve as Lead Software Configuration/Asset Manager in building and implementing the first database model from the ground up within the Service Now Eureka environment for Wyndham Worldwide Corporation.
• Perform Environment Management within SDLC (System Development Life Cycle) to manage and control the software application deployment form Development to Staging to Production.
• Lead as Process Design Specialist authoring Standard Operating Procedure (SOP) entailing Purchasing, Infrastructure Services, Facilities, Change Management and Configuration Management as they relate to Asset Management.
• Serve as Service Now, Process Design and Asset Management knowledge expert to team leads, project directors, development project teams and executive level management in supporting all life cycle phases.
• Master (1) Oracle Business Intelligence Enterprise Edition 11g (OBIEE) for report generation, (2) HP Project and Portfolio Management Center for automated deployment, (3) Assyst 9.0 (Axios Systems) for Environment Management task creation.

Confidential, Columbus, OH

Senior Configuration Analyst/Asset Manager (contractor)

Responsibilities:

• Serve as Senior Configuration Analyst for Confidential Consulting-IT Service Management department. Catering to the State of Ohio agencies at the State of Ohio Computing Center regarding the management of Servers, Storage, and Network devices within the Service Now CMDB environment.
• Appointed as Confidential Asset Management advisor to the State of Ohio Computing Center in collecting and maintaining all hardware and software assets within the Service Now Asset Management module.
• Design and implement UAT Test Cases/Scenarios that were used in implementing numerous Configuration and Asset Management processes as well as TADDM (Tivoli Application Dependency Discovery Manager).
• Master IT work tools such as AT&T Client VPN(Communication tool), Sharepoint(Content management), Lotus Symphony (Work Suite) and Lotus Notes Client (Email).

Confidential, Plano, TX

Senior Configuration Analyst

Responsibilities:

• Serve as Senior Configuration Analyst for Confidential IT Consulting-IT Service Management department. Catering various clientele worldwide (e.g. Corelogic, Locala, McDonalds, etc.) regarding the storage and product categorization (PCAT) of their technical asset data within a CMDB environment.
• Appointed as PPM (Process and Procedure Manual) document specialist. Dictating contractual agreements requested by clients entailing project workflow, report generation, auditing process and data incident resolution.
• Lead as Project Manager implementing automated asset true-up process between asset and configuration teams incorporating BOOMI and FIT tools to ensure batch load accuracy.
• Designated as PCAT Validation Authority; confirm valid requests received, research/update requested PCAT values with requestor and send off for final approval.
• Master IT work tools such as OPAS Explorer (Adhoc reporting), Confidential SonicWall VPN(Communication tool), Sharepoint(Content management) and Standard Reporting Services (Report manager).

Confidential, Austin, TX

Configuration Data Manager

Responsibilities:

• Serve as founding member of "Texas Department of Information Resource (DIR) Project" Configuration Management team while overseeing Xerox and ACS Inc regarding CMDB of 32 government agencies with 14000+ CIs, and defining both Hardware and Software Product Catalog in BMC Remedy 7.6x database.
• Police CMDB data quality against defined standard utilizing ServiceNow/BMC Analytics to produce project timeline designated reports.
• Verify and update CMDB data employing Auto-Discovery tool (CMDB Driver) and MS Access to correct discrepancies meanwhile authoring (1) Reconciliation Remediation (2) Define Precedence Rule documents.
• Successfully formulate and deploy User Acceptance Testing (UAT) process for the ServiceNow (a SaaS provider) console regarding report creation.
• Design FRD (Functional Requirement Documents) Process to generate CI information/relationships reports catered to Data Owner clients delivered at appointed collection times.
• Appointed as Change Coordinator for the Configuration Management Team leading CAB and emergency CAB meetings to implement change and expedited approval requests while documenting all Change Records.

Confidential, San Antonio, TX

Customer Relationship Manager

Responsibilities:

• Serve as Liaison between Army Enterprise Service Desk (AESD) and Network Enterprise Centers (NECs) located at 26 Army bases across country executing Operational Level Agreement (OLA).
• Monitor Incident Management (Tier 1 Support) and Problem Management to consolidate ticket routing and resolution utilizing Remedy 7.1x ticketing systems while collaborating with other ITSM process management in resolving cross impact of each department.
• Ensure accurate project data and status reports to generate trend analyses which identify technical issue origins.
• Design “Monthly Service Level Objective (SLO) Status Graph” detailing all SLO contracts and the execution within each category.
• Acquired SECRET Clearance for this position.

Confidential, San Antonio, TX

Asset Analyst

Responsibilities:

• Promoted from Asset Analyst to Asset Manager within 6 months of hiring.
• Manage configuration items (CI) in a Configuration Management Database (CMDB) for MCiS (Air Force/Navy/Army) in 59 hospitals and 364 health clinics worldwide with KPI/CSF and Gap Analysis quarterly updates.
• Create, search and modify CI records using BMC Remedy 7.1/7.6x (Asset Management Console) to ensure relationship and asset accuracy while dictating/authoring department procedure and policy incorporating Business Process Reengineering.
• Serve as Backup Configuration and Change Manager while collaborating with Incident Management and Problem Management regarding issue resolution in compliance with ITIL Service Level Management Process.
• Design and formulate (A) Configuration Management Library Index, (B) SSL Certificate Expiration Activation Process, (C) CI Relationship Report, (D) Personnel Mapping Blueprint and (E) CMDB Asset Audit Log that increase productivity and efficiency by 90%.

Confidential, San Antonio, TX

Tier 1 Technical Support

Responsibilities:

• Dispatch technical training/support for Military Treatment Facilities (MTFs) and clinics throughout 14 global regions serving Military Health Care clients.
• Successfully enlisting issue tracking system BMC Remedy 6.x environment while administering hardware/software support through phone, email and web portal communication.
• Optimize centralized interface remote management employing DameWare NT Utilities to effectuate Virtual Network Computing, server application installation/restoration, pass-through authentication and smart card support.
• Expedite enterprise remote support solution utilizing BOMGAR remote control system to deliver remote desktop control such as file transfer, session recording, multiple monitor support and chat.
• Acquired CONFIDENTIAL Clearance for this position.

Confidential, San Antonio, TX

Level III - Senior System Analyst (contractor)

Responsibilities:

• Identify, escalate and follow up on critical issues concerning 2100+ CITI branches worldwide to achieve first-call resolution (FCR) and remote troubleshooting.
• Interpret software (Orchestria, MS Office, Extra Attachmate and Remote Office web) and hardware (HP/ Confidential pc, printer, phone and scanner) issue origins utilizing MS Office, DOS, AVAYA Modular Messaging, Altiris Software Distribution, SQL Query Analyzer and Active Directory to restore functionality and generate solution procedure analyses.
• Successfully execute Service Level Agreements (SLA) project timeline in ministering desktop support for Corp Actions, Training, Unclaimed Property and Shareholder Service corporate clients with catered software to each department.
• Collaborate in creation of a Knowledge Database as a desktop support reference that ensure industry adherence to best business practices.

Confidential, San Antonio, TX

Secure Token Administrator

Responsibilities:

• Serve as a founding member in the creation of the first US Confidential delivery center while successfully managing $200K annual budget of IT purchases and implementations in a Managed Hosting Services environment.
• Manage and lead 10 technicians (desktop/help desk/server/network) supporting 3 locations in San Antonio and New Braunfels with 900 employees utilizing Siebel and Remedy incident tracking software.
• Provide project leadership in industry benchmark compliance while mentoring/coaching team members with one-on-one progress sessions.
• Achieve CMDB modernization from proprietary ticketing system to Remedy 6.x framework expediting CMDB maturity.
• Lead as RSA Secure Token Administrator and Imaging Specialist employing Symantec Ghost versions 7.5/8.3, which deliver catered interfaces to 40 pertinent corporate clients.
• Accomplish IT Asset Management process implementation and establish IT Asset auditing/verification procedure, which execute industry standards and accuracy in Asset Management Database (AMDB).