PROFILE:

Highly skilled and accomplished Sr. IT Manager/Sr. ITIL Process Engineer with extensive subject matter expertise in IT Service Management (ITSM), ITIL methods, processes, strategic technology planning, and developing cost effective solutions to meet customer business needs. Expertise is complemented by skills in infrastructure management, disaster recovery, UNIX/Linux Administration, System/Event Monitoring, (SPOC) service desk design, and business engagement/customer relationship management. An asset to any organization and telecommunication providers by providing an insightful, multifaceted perspective in developing both strategic and tactical system solutions to critical business needs.

COMPETENCIES:

• Strategic Planning
• Tactical Planning & Delivery
• Project Management
• Transformation/Change Management
• Goal Setting/KPIs/SLAs
• Cross - Functional Communication
• Value-Added Services
• Governance/Continual Service Improvement
• Consensus Building
• COBIT & Lean Six Sigma
• ITIL & ITSM Processes
• New Technology Enterprise Deployments

TECHNICAL SKILLS:

IT Systems/Software: UNIX/Linux (HP-UX, Solaris, AIX, Red Hat, Ubuntu, Fedora Core, SuSe), Windows Server (NT 4.0, 2000, 2003, 2007, 2008), BMC Proactive Net, BMC Patrol, BMC Remedy, BMC BladeLogic, BMC ADDM, VMware Workstation, Pano, PGP Encryption, Double Take Replication, Nagios, HP OPenView Omniback II (3.X-6.X-Data Protector), Tivoli Storage Management, Veritas NetBackup, Platinum Autosys for UNIX, Samba, Symantec Ghost 8.0-11.0, Numara Footprints/BMC Footprints Service Core, Numara AMP Software/Patch Deployment, Numara/BMC Change Management, Numara Track-IT 7.0-8.5, Sales Force, ServiceNow, CA Service Desk Manager, CA Xtraction, WSUS, Active Directory/Group Policy, All Microsoft Office Products and Version, All Adobe/Macromedia Products and Versions, AutoCad, 3Ds Max, Maya, Poser, VPN, Citrix, Windows 10, 7, XP, 98, 95, 3.1; MAC, AS400

PROFESSIONAL EXPERIENCE:

Confidential, Mamaroneck, NY

SERVICE DELIVERY MANAGER

Responsibilities:

• Review broad-based corporate goals and align all IT efforts with strategic objectives.
• Change the paradigm of IT from a cost center to a value-added group.
• Develop goals, Key Performance Indicators (KPIs/SLAs) and Best Practices.
• Research new technologies, lead major projects (i.e. virtualization), manage new roll-outs, and direct enterprise-wide initiatives.
• Use performance metrics to take a proactive versus reactive response to risks and opportunities.

Confidential, Montvale, NJ

SENIOR ITIL PROCESS ENGINEER/TRANSITION MANAGER

Responsibilities:

• Coordinate and manage the delivery of all IT services to a Company’s clients and/or customers.
• Establishes policies to ensure consistently high service performance, monitoring employees and evaluation of customer feedback to develop quality improvement processes.
• Manage/Oversee other teams and staff involved in the Delivery Process (IT Related or other).
• Direct all facets of release management with oversight for end-to-end release processes on a company-wide basis (i.e. enterprise operating systems, Windows 7, XP, Adobe products, Microsoft Office, etc.).
• Use a hands-on style to deliver complete solutions from initial user requirements to final delivery.
• Design strategic technology infrastructure solutions for distribution and large scale data center heterogeneous environments.
• Manage ITIL and ITSM process integrations including full assessments, architecture, design, planning, implementation and roll-out of large scale technology solutions across the organization and integration for ITIL process areas.
• Research, develop and implement all new software projects (i.e. ServiceNow, Footprints Service Core, VMware, etc.).
• Conduct customer satisfaction evaluations to ensure customer/client is offered and receiving a consistent service experience.
• Develop standards/policies and constraints used to guide the design, development, operation and retirement of services.

Confidential

CONSULTANT

Responsibilities:

• Develop, maintain and streamline all service transition/operation policies/procedures (Change Management, Release Management, Incident Management, Major Incident Management (MIM), Problem Management, Service Request Fulfillment, Service Catalog, Service Desk, Event Management, Asset Management.
• Develop runbooks, documents and flow charts in order to successfully train and roll-out policies.
• Develop and conduct root cause analysis techniques for infrastructure support teams (5 Whys, FMEA, Pareto Analysis, Fishbone or Ishikawa or Cause-and-Effect Diagrams, Kepner-Tregoe Technique).
• Manage, design, implement and train service desks and develop strategies (SPOC), Data Models for Service Now, Remedy, Footprints Service Core, CA, TrackIT, SalesForce ticketing tools, and preform GAP analysis.
• Conduct detailed analysis of IT business model including people, processes, tools, workflows, and redesign of entire organizations.

Confidential, Norwalk, CT

SENIOR ITLIL PROCESS ENGINEER

Responsibilities:

• Oversee and direct transition initiatives including moving of operations overseas.
• Lead transition management in the process of migrating knowledge, systems, operating capability, documentation of all systems, and on processes and tools for off-shoring teams.
• Serve as the face of outsourcing to facilitate positive change.
• Manage migration to ensure project completion in an effective manner.
• Manage build and run operations including off-shoring.
• Ensure that the transitioning of goals of outsourcing achieve their cost/budget goals.
• Develop Onboarding and Off-boarding policies and procedures.

Confidential, White Plains, NY

SENIOR INCIDENT MANAGER/SERVICE DELIVERY MANAGER

Responsibilities:

• Direct projects from concept to implementation.
• Manage budgets, critical path schedules and resource allocation.
• Use cross-functional team facilitation to keep all project stakeholders focused and on-target at all times.
• Develop client-focused partnerships by sharing ownership and accountability with business units for of expectations.
• Work effectively in a matrix structure through effective client engagements with internal and external customers.

Confidential, Tarrytown, NY

SENIOR INCIDENT MANAGER/SENIOR UNIX ENGINEER

Responsibilities:

• Manage IT service desk incident response team and develop incident management processes and flow charts.
• Restore normal service operations to minimize impact on business operations.
• Categorize and route all incidents completed with SLAs, and analyze risks/trends.
• Manage critical application, services, servers, etc., and manage specific teams, notifications and escalations.
• Serve in a quarterback role managing all incidents/problems to completion.

Confidential, Tampa, FL

SENIOR EVENT MANAGER/UNIX ADMINISTRATOR

Responsibilities:

• Hands-on administrator experienced in multiplatform Unix/Linux environments, with expertise in server builds, networking and system integration.
• Administer operating systems, hardware and peripheral components and maintain databases.
• Perform installation, upgrades/patches and maintenance on Unix/Linux servers.
• Analyze and resolve diagnostic problems on Sun, HP-UX, Linux and AIX systems.
• Responsible for capacity planning and future expansion requirements.
• Designed and implemented back-up systems (Omniback, Veritas, etc.) and job scheduling (Autosys, Cron, etc.)

Confidential, Stamford, CT

SENIOR SYSTEM SUPPORT ANALYST

Responsibilities:

• Provide Business Analysis, System Analysis and Quality Assurance support to IT.
• Hired, trained and rolled-out - SPOC (Single Point of Contract Service Desk)/Incident Management Team with SLAs being met.
• Reduced incidents by rolling out Change Management Process and Change Advisory Board/ECAB.
• ITIL Compliant using the ITIL Process Framework within IT (Incident to Problem to Change workflow, Request Fulfillment, etc.).
• Designed/implemented Asset Management and wrote all Operations ITIL policies, runbooks and .

Confidential, Stamford, CT

UNIX ADMINISTRATOR/EVENT MANAGER

Responsibilities:

• Driving force behind getting Asset Management Platform (BMC ADDM in place).
• Successfully documented and trained Transition Team to move operations to India.
• Wrote Incident Management, Major Incident Management Policy and trained the new people (PowerPoint, one-on-one, etc.).
• Identified and documented their critical applications and developed major incident management process, notifications, response teams, technical bridge, management bridges for all critical systems and applications.
• Designed data model tool (Routing Matrix, Escalations, SLAs, Teams/Groups, etc.), transforming them into a Service Orientated IT Operation.

Confidential, Temple Terrace, FL

SENIOR SYSTEMS SUPPORT ANALYST/L3, UNIX & WINDOWS

Responsibilities:

• Designed/created processes for the technical products including IT Desktop Service Management.
• Developed QA/QC (CSI) processes to ensure quality processes are running and improving the production environment.
• Designed and implemented quality control metrics for processes released at the IT Desktop and technology level.
• Assist with the development and implementation of dashboard reporting tools as required to support the QA/QC (CSI) goals.
• Established Executive and SME process governance model for Continual Service Improvement Process.
• Managed all aspects of end-to-end release process for major roll-outs, including company-wide Exchange to GMAIL Platform, Windows XP to Windows 7 upgrade, company-wide Symantec Virus installation and upgrade.
• Assist with the development and implementation of dashboard reporting tools.
• Contributed to redesign of Sales Force service desk ticketing queue - Data Model, Asset Management, etc.
• Led domain migration for 1000 users when company was purchased.

Confidential, Tarrytown, NY

SENIOR INCIDENT MANAGER/L1, L2, L3/SENIOR EVENT MANAGER

Responsibilities:

• Designed and managed all aspects of end-to-end release process for major roll-outs, including ITSM tools, PGP Encryption for Desktops/Laptops, Microsoft Upgrades, and event monitoring tools (BMC Patrol & Proactive Net).
• Responsible for Healthcare Critical Systems and Applications (UNIX, Linux).
• Assisted Sr. Director of Infrastructure and CIO with changing culture and creating a harmonized cross-functional support environment.
• Lead improvement initiatives with Service Desk and other area Directors to improve MTTR and communication between Teams.
• Developed Sharepoint Site for Technical Documentation and assisted in disaster recovery site build.
• Presenter of Executive level presentations, influence of key stakeholders and build consensus for sponsorship.
• Spearheaded new software projects (i.e. virtualization, VMware, Pano, Enterprise Operations System).