SUMMARY:

A respected hands - on IT Professional with a diverse background in Information Technology. I have a plethora of experience supporting a global infrastructure with enterprise-class applications, tools, and services. I am proficient in IT Service Management (ITSM) and experienced on ITIL processes such as change management, configuration management, service management and incident management. I am personally recognized by internal customers as intuitive, analytical, dynamic, and a consummate student of leadership and execution intelligence.

TECHNICAL SKILLS:

Environment: Client/Server, Exchange 5.5, 2000/2003/2007/2010, Outlook 2000/2003/2007/2010, Blackberry Enterprise Server, Faxination, Office Communicator, Microsoft Lync 2010

OS & Productivity: Windows (Server 08, Server 03, 7, Vista, Windows 7 & Windows 8), MS Office, Adobe, MS Project 2010, Microsoft Word, Excel, PowerPoint, Access

Business Intelligence: Visio, Confidential Project and Portfolio Management (PPM), Confidential Business Service Management (BSM), Confidential Service Manager (HPSM), Confidential Caliber, Confidential Service Desk

Prototyping and Presentation: Visio, Excel, PowerPoint

Knowledge Management: SharePoint 2010, Remedy, Confidential Playbook, LiveLink

QA: Quality Center (QC) Test Management Tool, Confidential OpenView Monitoring System, Confidential Load Runner & VuGen, Confidential Service Center

Hardware: POS terminals, Backoffice (BOS) systems, OPT, IPT, ICR, PinPad, fuel pumps/controllers, Automatic Tank Gauge, Electronic Payment Systems

PROFESSIONAL EXPERIENCE:

Confidential, Houston, Texas

Service Operations Manager

Responsibilities:

• Service Operations Manager or Americas Team Lead for the Site Automation Distributed Team that supports the AMERICAS region which covers the United States, Canada and Argentina.
• Manage a team of onshore and offshore contractors.
• Review and approve service provider invoices on monthly basis and maintain a 3.5 million yearly budget.
• Help to build and manage operationally strong relationships with supplier(s) and leverage their capabilities to develop differentiated products / services.
• Manage vendor service contracts.
• Responsible for ensuring application service levels are achieved in accordance with the contract.
• Responsible for the operational processes so Retailers are able to manage the sites and ensure service is restored in a timely manner when issues occur.
• Travel to different Retail regions to meet with different retail stakeholders regarding service and operational concerns.
• Perform Internal Vulnerability Scan risk analysis to make sure PCI-DSS compliancy is maintained.

Confidential

SR. BUSINESS ANALYST

Responsibilities:

• Work with IT, businesses and vendors to resolve technical and business issues at Retail Sites.
• Supports standardize Point of Sale (POS) solution.
• Insure business needs are adequately documented and provided to outsourced vendors.
• Work with the Retail business, Shell IT and the software vendor to identify and address gaps between legacy systems and the new GSSP solution.
• To guide members of the team by example, on expected quality, standards, best practice, and adherence to organizational policies and procedures.
• Be instrumental in identifying, documenting and implementing modifications to business applications and business processes.
• Act as a primary liaison between the software vendor and functional areas within the business to address changes in requirements and/or address application functionality questions/problems.
• Work as XCAB Focal and approves all change management activities as it pertains to SAD OLM landscape.

Confidential, Houston, TX

Monitoring Services Business Analyst

Responsibilities:

• Served as IT Monitoring Services Client Engagement Lead to the Supply Chain, Data Management and Enterprise Business IT business units regarding their monitoring solutions.
• Worked with businesses to drive end-to-end (E2E) monitoring implementations using standardized change management process.
• Provided on-going support to end users, assist with troubleshooting business availability monitors via HPSM, email, office communicator or phone.
• Ensured all production changes adhere to ITSM and management of change controls utilizing Confidential Service Manager.
• Provided business availability and performance reporting data weekly to management and assigned business units.
• Conducted and managed GAP Analysis’ Project Team to determine production applications currently not monitored in global data centers and tagged non-compliance. Worked with team members to design new workflow for implementing business availability monitors on applications going into production.
• Ensured the service level management process is adhered to by continuous review with partners and business users.
• Worked with the businesses in developing methods for supporting innovation and change across the organization.
• Used software development lifecycle tools (SDLC) tools such as CaliberRM and Confidential Quality Center to create and manage requirements where appropriate.
• Understand and estimate the business value & cost savings of all monitoring requests.
• Proactively identify and reduce the administrative workflow by recommending/implementing simplifications to current processes. Proactively identify and design new efficient processes with automation solutions where ever possible. Defined work flow metrics changes as needed
• Mentors and consults with team members and other organizations, customers and vendors on complex monitoring issues.
• Served as subject matter expert (SME) for monitoring business availability change requests.
• Independently reviews and manages highly complex and high risk changes to critical business systems.
• Worked with businesses to develop monitoring solutions to complex business and technology problems.
• Worked with change stakeholders to accept and embrace changes being implemented in their business environment
• Participated in Confidential Change Advisory or Technical Advisory Board.

Confidential

Business Analyst

Responsibilities:

• Served as a Global Business Intelligence (GBI) Business Analyst for the Direct Sales Management Information User Interface Project.
• Managed the design, testing, implementation and warranty phases of the DSMI project. Project required an end to end (E2E) solution.
• Served as Change Supervisor role for processing and monitoring change requests and collaborated with the Global Change Advisory Board (CAB) in obtaining change approval for medium to high risk changes deployed globally within the monitoring infrastructure.

Confidential

Management Lead

Responsibilities:

• Analyzed and reviewed change impacts relative to the HPIT Global Messaging Team.
• Managed and coordinated messaging service deployments.
• Adhered to processes and practices defined for release and change management.
• Ensured team compliance with internal and external audit requirements.
• Ensured proper, complete and timely communication and coordination of all change activities.
• Assisted in process improvement efforts and provide process training as needed for team.
• Updated configuration management (CMDB) items within Confidential Service Desk.
• Coordinated move-to-production requests.
• Served as Change Manager Back up for approving Global Messaging planned changes.
• Served as a SME for Change and Configuration Management Lead for messaging team.
• Responsible for the planning, execution and maintenance of messaging configuration assets.

Confidential

Global Messaging Lead

Responsibilities:

• Supported and administrated one of the largest Messaging environments in the world.
• Experienced in operations management, incident management, problem management, change management and configuration management.
• Experience with all phases of the systems development life cycle (SDLC) of a project
• Served as the Messaging Service Coordinator for the Global Messaging Team.
• Served as the Global Messaging Change and Configuration Management Process Lead
• Served as the Global Messaging Team Lead for 3 years.
• Managed and coordinated Messaging Team Deployments:
• Migration of 200,000+ Exchange 2003 mailboxes to Exchange 2007 servers into Confidential Next Generation Data Centers.
• Coordinated the application build and production readiness of Exchange 2007 servers with messaging team members and other service towers.
• Championed the migration of Compaq Exchange 5.5 mailboxes to Exchange 2000 for approximately 80,000 customers.
• 75 Messaging servers upgraded from Windows 2000/ Exchange 2000 to Windows 2003 /Exchange 2003 platforms.
• Migration of legacy Patrol monitoring tool to Confidential OVO Monitoring System for 200 messaging servers.
• Consolidated remote Exchange supported sites (i.e. Canada, Latin America) into our standardized corporate Americas environment.
• Utilized IT Service Management Program “ITSM” into the HPIT Messaging support environment. This included Incident Management, Service Management, Problem Management and Change Management.
• Integration of pmCPQ and pmHP messaging services. Identify GAPs in services and work toward common platform of service.
• Implementation of Confidential OpenView Change Management policies and standards within global Messaging environment based on ITIL industry best practices.

Confidential

Messaging Support Specialist

Responsibilities:

• Setup and maintained Exchange 2000/2003 servers, Fax and Blackberry servers.
• Maintained standard hardware and software baseline configurations for all Messaging servers.
• Coordinated and approved all maintenance changes within Global Messaging Team.
• Maintained server assets in Inventory Tracking Tool.
• Served as project lead for the integration of pmCPQ and pmHP messaging services. Identify GAPs in services and work toward common platform of service.
• Responsible for the daily Exchange 2000/2003 administration and support of approximately 100 messaging servers in the Americas.
• Participated in 7x24 on-call/after hours support.

Confidential

Lead Technical Analyst

Responsibilities:

• Supervised the daily operations of the Americas infrastructure for the Messaging and Collaboration team. This includes the supervision of eleven team members who oversee an Exchange 5.5/2000 environment.
• Provided guidance to an operations team responsible for up-time verification of systems, backups, rollout of standardized hardware and software installations.
• Assisted the Manager in the management of all employee personnel related activities according to corporate standards.
• Maintained a work environment that promotes growth and opportunity for all employees, recognized and rewarded achievement, recognized issues/deficiencies and worked to improve where needed, and challenged to excel.
• Participated in testing and deployment planning, and manage the production implementation of all Messaging Engineering released technologies with a goal of zero customer impact. This included the migration of Exchange 5.5 and Exchange 2000.
• Ensured adequate processes and procedures are in place to support mission critical servers.
• Documented key roles and responsibilities, including escalation paths and plans for disaster recovery.

Confidential

Technical Analyst III

Responsibilities:

• Provided Level II NT administration and support to the corporate site including server maintenance to include service packs, tools, and server based Applications on the Microsoft NT platform.
• Maintained 99.8% server uptime availability by coordinating and scheduling routine downtime maintenance with users and Change Management.
• Responsible for providing Exchange administration and support on approximately 80 servers in the corporate site.
• Supported and maintained the core and optional components running on the Exchange servers.
• Provided second level support and resolutions to problems that have been escalated to the Back office Technical Support Group.