PROFESSIONAL SUMMARY:

• Work various types of campaign/projects and implementations within budget and on time. Essential responsibilities depending on the scope could include leading a team of PM’s/SME’s, during a transition/transformation/project, prioritizing tasks, developing projects plans, monitoring progress, risk avoidance, reporting to senior managers, liaising with clients, and attending client meetings and more.
• Service Desk Project Management transition implementation lead and oversee/coordinate Service Desk dependency service towers: ITSM(ServiceNow), Incident Management, Problem Management, Service Request Management, Service Level Management, Asset Management, Network, Knowledge Management, Reporting, and Service Desk .
• Under the Service Desk umbrella one of the towers include ServiceNow implementation/transitioin/build. Requirements, asset management/CMDB in scope, Configuration (Tiers), modules to be included such as Problem, Incident, Service Request, Service Level Management, Portal etc.
• Agile
• Project Management
• Analysis of Requirements
• Data Gathering
• New Business Analysis
• Client Presentations
• Data analysis
• Cost /Price review/anaylyst
• MS Project, MS Word, MS Excel, MS Powerpoint
• Due Diligence
• Statement of Work (SOW)
• ServiceNow Requirements
• Mentor
• Pre - Sales Support
• SLA / KPI

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Commmercial, Federal and State Multiple Service Desk Transtions Implementation - Responsible for the Unisys Service Desk implementation which includes the foillowing activities: Review the SOW, Data Analysis, Service Desk cost model review for resource agent calculation accuracy, personal postions for transition and steady state. Create the Service Desk project plan/schedule and update task completions during the transition throrugh Hypercare. Worked directly with the Unisys transition Knowledge Manager PM, reporting PM, Telephony PM, Network PM, Automation PM and other services/towers depending on the scope of the Service Desk. Validate due diligence against the assessment documentation for accuracy, client meetings and more.
• State Asset Management Projects include the following - Lead Project Manager working with the account personal for the implemementation of the Assest Management Service. implementations which includes the Asset Management software Snow* install, servers setup/configuration, CMDB (ServiceNow module) and testing to name a few activities.
• Engaged in the Upgrading a States Judicial Systems Project (Agile Methodology) - Interface into the FBI systems plus the creation of new process, procedures and documentation.
• My role using Agiles methodology was to review the new process, procedures and documentation per the Statement of Work (SOW) with the client prior to submission for final approval.
• Required Security Clearance for all Federal and State transition/projects
• Internal Unisys Project (Agile Methodology)
• Responsible for updating and rewriting the Service Desk transition/implementation process and procedures documentation plus templates using Agiles methodology.
• Global Windows Upgrade - I lead the year long project working with Unisys level 2 technical field support personal and 3rd party vendors providing Unisys level 2 technical field support personal to do the Windows upgrade.

Confidential

Sr. Lead Solution Integrator

Responsibilities:

• Review all solution and cost components with management and follow governance processes and policies
• Evaluates alternative solutions to determine and assure corporate/client business unit objectives will be met
• Work independent or with a team on new business opportunities developing a strategy direction and solution
• Routinely exercises independent judgment in developing methods, and criteria for achieving objectives
• Mentor and guide team members
• Qualification of new business by working with business developers
• Responsible for ensuring the highest level of client satisfaction through on-going personal attention and by working closely with support functions to ensure smooth hand-offs for conversions, implementations,, and client support

Confidential

Responsibilities:

• Act as global escalation point for the regions process related questions and issues
• Lead, manage, track and drive to resolution all outstanding relationship issues
• Demonstrated experience and competence in a complex support environment
• Clearly and comfortably delegates both routine and important tasks and decisions to team members
• Corrected program delivery and customer satisfaction issues
• Work with strategic business units, problem/resolutions, presents findings to management
• Analysis current support cost and recommend cost savings while maintaining service levels

Confidential

Responsibilities:

• Monitor and Evaluate existing EDS account help desk, help desk personnel for improvements
• Managed the EDS/Sprint service desk through transformatoin
• Created process and procedures for the help desk transformation
• Hired and trained help desk agents and new help desk manager
• Created electronic knowledge database and trained agents on the use of electronic database