SUMMARY:

ITIL certified Business Process and Operations Improvement Analyst, with20+ years experience in Information Technology, Service Management, andOperations. Analytical problem solver with demonstrated ability to assess complex operational issues, identifydefects and waste, and develop solutions that improve delivery, eliminate causes, achieve cost savings and enhance productivity.Extensive background in multi-customer/multi-supplier environments and processes.Proven track record in the design and developmentof processes and standards, work instructions and metrics, and in operationalizing processes at the local, regional and global level.Ability to analyze business and customer requirements and assess how they can be enabled through alignment with appropriate processes and resources.Excellent communication, mentoring and training skills.Proficient at optimizing operational workflow as well as making technical information accessible and understandable for non-technical audiences.Known self-starterwhile working independently or as part of any team.

EXPERIENCE SUMMARY

Hewlett Packard Enterprise Services: Business Process/Operational Improvement Analyst:ITSM Process Lead for major strategic and operational redesign project, to allow for transition of legacy customer base to updated (ITIL v2/SDA to ITIL v3/SRA)Service Management processes and IT infrastructure.Consulted for multiple Global Process Leadership Teams to design, improve, standardize and operationalize ITIL-based Service ManagementGlobal Processes (including Event, Incident, Problem, Change, Release and Deployment, Configuration Management, and CSI). Reviewed and approvedcustomer requirements and business designs related to improvements in IT Service Delivery (hardware, software and applications) to identify and address problems.Worked with global training team to redesign training modules, providing alignment with Processes and Operational requirements and improved user experience.
Electronic Data Systems:Business Process Improvement Analyst
Refine and reengineer regional and globallevel ITIL-based Service Management processes, analyze problems and formulate solutions for identified causes, maintain performance metrics. Managed processes, related metrics and compliance for the business and many diverse local and global customers.Served as Global Process Governance Board member, Senior Global Subject Matter Expert (Incident and Problem Management), US region Process Owner (Incident Management).Change Manager, CAB/ECAB Operations Lead.

• Led or consulted for many projects to deploy ITSM processes and promote Continuous Service Improvement
• Developed Operational standards, work instructions, run time flows, and training documents at the regional and global level; Defined, reviewed and assessed customer and business requirements and Service Level Agreements
• As Process and Operations lead for a team, developed global-level Incident and Problem Management processes, allowing the consolidation of 40+ independent corporate quality systems
• Senior Incident Manager for Operations Management Service Desk
• Reduced number of high-priority Incidents by 62% in 18 month period through problem analysis, metrics refinements, training and compliance, as Incident Management Regional Process Owner (US Midwest)
• Trained customer and internal personnel in process awareness, execution, and supporting tool sets, reducing non-compliance approximately 20% per annum.

Service Center Analyst
Investigated Operational and ServiceManagementproblems, designed and developed processes, metrics, and run-time instructions. Provided training and instruction forITSM processes, methods and toolsto Operations and support personnel. Reviewed and consulted on customer Requirements and Service Level Agreements to ensure they were operationally feasible and supportable. Senior Americas Region Subject Matter Expert (Incident and Problem Management).

• Operations and Subject Matter Lead for multiple projects designed to align processes and methods with ITILframework and Best Practices
• Team Lead for development ofAmericas (North, Latin, South) Region Incident and Problem Management processes, enabling the first consistent international process set for Service Operations
• Operations and Subject Matter Lead for project to move Americas RtOP® notification system to a global level tool and process, allowing for the consolidation of multiple regional systems and significant cost savings
• Developed Operational standards, work instructions, run time flows, and training documents at the regional and global level
• As part of first Multi-Supplier Integration (MSI) effort, redesigned and consolidated multiple Service Operations Processes for the General Motors Customer, allowing for Global standardization of their delivery processes.

Computer Operator/Senior Operator/Enterprise Operator
Provided multi-platform (special focus on OS390 – Z/OS) first/second level support to outsourcing clients.Provided training and mentoring to Operations/Service Desk staff in the use of support tools and in process requirements and compliance.Developed Operational procedures and processes for regional Control Centers.Developed ISO compliant processes to ensure consistency of Service Management delivery.

• As Team Leader, mentored and trained staff in Operational monitoring skills, Service Desk methods,tools,Knowledge Management, processes and procedures
• Developed monitoring procedures and processes for use in multiple Control Centers, providing the first corporate US Regional Monitoring Standards for Control Center Operations
• Regional lead creating Incident Management process for the first ISO certified corporate Quality Management System
• Operations lead for development of Americas Response to Operational Problems (RtOP®) process, used to notify leadership in the event of high-severity Incidents
• Operations Lead for successful project to obtain International Organization for Standardization (ISO) certification for US Region

TECHNICAL SKILLS

ITIL Foundations Certified (v2 and v3 2011)
ITIL Practitioner Certified

Familiar with full ITIL Lifecycle; specialize in Event, Incident, Problem, Change/Release, Service Asset/Configuration and Continuous Improvement
Processdevelopment, deployment and improvement
Problem/Root Cause Analysis
Technical Writing, Training Development

HP Service Manager, ServiceCenter
Microsoft Office, Advanced: Word, Excel, PowerPoint
Microsoft Office, Intermediate: Visio, Project, Publisher
Microsoft Office, Basic: Access