TECHNICAL SKILLS:

• Implementer: Service NOW (Aspen
• Berlin
• Calgary
• Dublin and Eureka
• FUJI
• Helsinki
• Istanbul
• Jakarta): Domain Separation
• Service Catalog
• CMS Portal
• Service Portal
• Asset Management
• Configuration Management Databases
• Mobile Asset Management
• Change Management
• Local Translations(German
• French
• Turkish
• Italian
• Japanese
• Chinese
• Polish
• Russian)
• Problem Management
• Security Operations
• Incident Management
• Performance Analytics
• Service Management Level
• Discovery
• Project Management (PPM)
• Demand
• Facilities Automation
• Facilities Maintenance
• Finance Management
• IT Risk Management
• LDAP
• Human Resources
• Password Reset
• ServiceNow Security Operations
• SAP GRC Integration
• SAP Vendor Master Integration
• SAP employee data integration
• SPLUNK
• Qualys Integration
• Event Management integration with Ever bridge
• Security Operations Suite
• Reporting
• Dashboards Process Implementer and Influencer: Yale ITSM - ITAM Program
• Harvard Business School ITSM Program
• Information Technology Infrastructure Library Service (ITIL v3) Management
• COBIT Controls and Global Business Process Improvement Modeling
• Global Disaster Recovery Planning (DRP)
• Global TDLC(Testing Development Life Cycle)
• Global Service Level Agreement(SLA) and Global OSLA(Operational Service Level Agreement)
• Global Change Management Methodologies(CMM)
• Global Application Vulnerability Testing Process
• Global Application Security Testing Process
• Global Application Ethnical Hack Process
• Access and Identity Management
• Global Technology IT Project Manager (PMO)with Project Planning
• Monitoring & Controlling and Execution Expertise for IT Application Projects utilizing PMBOK
• BABOK and Six Sigma Black Best Practices Certified CSAM
• Certified Six Sigma Black Belt
• Certified ITIL v3 utilizing PMBOK
• BABOK and Six Sigma Black Best Practices Certified ITIL Service Manager
• Certified ITIL Measuring & reporting and Executive Management Dashboards
• HIPAA Certified Business Analyst and UML Expert
• Use Cases
• Collaboration
• Sequence
• Entity
• Activity
• Class
• State Chart
• Interface
• Domain
• Component
• Process and Device Models MS Project
• ServiceNow PPM
• Clarity
• Primavera
• PlanView
• HP-PPM
• Ms Project Server MS VISIO
• MS Word
• MS Excel
• MS InfoPath
• MS Publisher
• MS Power Point ITIL and ServiceNow Captivate Curriculum developer and Instructor Java Scripting
• AJAX Scripting
• MS
• IIS
• HTML
• WebSphere
• SSL VPN
• COGNUS
• Perl Script
• Jelly script
• VB Script
• SPLUNK Integration

PROFESSIONAL EXPERIENCE:

Confidential, NY

Senior ServiceNow Domain Separated Implementation Specialist

• Responsible for managing the consolidation of Mizuho Securities, Mizuho Bank and Mizuho Trust & Bank on a ServiceNow domain separation instance. Upgraded ServiceNow Helsinki to ServiceNow Jakarta Patch 2 from cloning Mizuho Securities ServiceNow production.
• Responsible for implementing CMDB, CI Relationships and Discovery for the following classes using the Securities baseline: Business Partners (Services), Application, Computers. Server, Environments, Database, Domains, Routers, Devices, Firewall, SANS, Network, Data center, Location, and more).
• Responsible for Agile Deployment utilizing the ServiceNow Agile Modules, Stories, Configuration, Testing and Enhancement
• Deployed Incident, Change, Problem, CMDB, Discovery. Asset Management, Data Certification and Integrations (JIRA, SCCM, LDAP, SAP, and other trusted data sources).
• Implemented CI Data Certification, tasks and workflows for auditing for Trust and Bank.

Confidential, New Haven, CT

Senior ServiceNow Solutions Architect

• Responsible for successfully implementing the ServiceNow Configuration Management Database, Discovery, Asset Management(ADMB), SDLC, PPM, Demand, Resource, Software Asset Management and Change Management for Configuration Items and creating dependencies between classes.
• Responsible for implementing Demand, Resource Planning, Cost Planning and Portfolio/Project Management for Public Safety and CCT Project Office.
• Discovery Schedules which are utilized by the Business Services, Services, Service Offering, Infrastructure Services for Managing: Cis (Application, Server, Environments, Database, Domains, Routers, Devices, Firewall, SANS, Network, Data center, Location, and more),
• Implemented CI Data Certification, Event Management, tasks and workflows for continuous service improvement(CSI).
• Worked with the Service Management Enterprise Committee (SMEC) Board which governs: Change, Problem, Incident, Request and Service Asset & Configuration Management
• Created the policy and procedures for Service Asset and Configuration Management
• Configured integration with "trustworthy data" with the Data asset inventory, including IT Contracts information and Service Models within the Asset Configuration Management Database (ACMDB in ServiceNow).
• Manage the team responsible for the Application, Infrastructure and Software inventory in CMDB
• Ensure compliance with Asset management policies and processes
• Provide reports to various stakeholders including but not limited to procurement, vendor management, project managers and operations teams as necessary

Confidential

Senior ServiceNow Configuration Management Implementation Consultant

• Designed & Architected the SNI CMDB Data Model to manage CIs (Configuration Items) attributes and associations to functions, business services, infrastructure services, subnets, and locations for the Global implementation
• Implemented Global Mid-Servers in US, EMEA, ASIA-PAC, LATAM
• Implemented ServiceNow Discovery Module using WMI, SNMP, PowerShell UNIX-LINUX probes/sensors to scan the SNI global Forest for AIX Serves, Unix Servers, Window Servers, ESX Servers, VMWARE-VCenter, Network CIs, CPU/Memory, Clusters, Active Processes, CIMs, Printers, OS information, Storage Pools, Routing, Switches, load balancers, software products, databases (Oracle, MS SQL) and other Cis.
• Set up CMDB CIS to track GxP qualified services
• LDAP, SSO, Initial Data Loads, base Import Sets, automated integrations and address exceptions
• Reports, Service Level Agreement, Notifications, and Alerts
• Developed Captivate ServiceNow User Training Modules for CMDB, Change Management, Incident Management, Problem Management, Human Resources(HR) Modules
• Transitioned Global ServiceDesk P1-P4 from Remedy BMC to ServiceNow
• Implemented Global Reporting and Dashboards
• Implemented Facilities Module
• Implemented ServiceNow Change Management Module for managing Application and Infrastructure change requests
• Implemented ServiceNow Incident Module for managing incidents
• Implemented Problem Management for managing alerts
• Implemented ServiceNow ASSET Management Module for managing Facilities assets
• Implemented COST Management Module to manage cost
• Configured Integration with SCCM for desktop, computer identity
• Configured Integration with Workday for employee, contractor information
• Configured Integration with LDAP
• Configured Tivoli
• Import data from AT&T Desk
• Import data from Tango
• Import data from Remedy CMDB
• Configured and implemented Air-Watch for Mobile Device Management, and email management
• Configured, Compliance Polices, Email containers, Application containers for Android, iPhone /IPADs, tablets)
• Migrated data from legacy systems into ServiceNow using transform maps
• Developed training guides for application support and Service Desk Support

Confidential, Orance, CT

Senior ServiceNow CMDB Implementation Consultant

• Implemented ServiceNow Mid-Server on Windows VM Server for Discovery and Password Reset
• Implemented Performance Analytics for enterprise service management metrics
• Implemented ServiceNow CMDB Module to capture Enterprise Infrastructure Configuration Items (CI’s)
• Implemented Discovery using probes/sensors for AIX Serves, Unix Servers, Window Servers, Network, CPU/Memory, Clusters, Active Processes, CIMs, Printers, OS information, Storage Pools, Routing, Switches, load balancers, installed software, Oracle, MS SQL, and more with PowerShell, WMI, SNMP, SUDO files protocols to collect enterprise configuration items (Cis)
• Developed Captivate ServiceNow User Training Modules for CMDB, Change Management, Incident Management, Problem Management, HR and Facility Module
• Implemented Discovery Schedules for maintaining Enterprise Infrastructure Configuration Items(CIs)
• Implemented ServiceNow Change Management Module for managing change request
• Implemented ServiceNow Incident Module for managing incidents
• Implemented Problem Management for managing alerts
• Implemented ServiceNow Human Resource (HR)Module for managing on/off boarding
• Implemented ServiceNow ASSET Management Module for managing Facilities assets
• Implemented Facilities Service Automation Module for managing work orders
• Implemented Facilities Automation and Maintenance Module for routine and preventive Maintenance work orders
• Implemented ITRC Management Module for Risk Management
• Implemented COST Management Module to manage cost
• Implemented Content Management (CMS) Portal to improve user experience
• Implemented PPM Module for the PMO
• Integrated SAP to obtain resource information
• Configured and implemented Air-Watch for Mobile Device Management, and email management
• Configured and implemented MobiChord for Mobile Asset Management for CORPORATE, BYOD Devices
• Configured, Compliance Polices, Email containers, Application containers for Android, iPhone /IPADs, tablets)
• Implemented Northern America Electric Reliability Critical Infrastructure Protection (NERC CIP) committee Application using CREATENOW
• Implemented Task boards to manage Incidents, Facility Request and Tasks
• Authored ServiceNow eLearning Captivate Training Modules
• Authored ServiceNow SMOKE, Regression and UAT manual and automated test plans
• Migrated data from legacy systems into ServiceNow using import functions

Confidential

Senior ServiceNow Operations Implementation Consultant

• Authored and Delivered Requirements Specifications, Test Plans, Captivate Training Modules
• Configured, Tested and Implemented ServiceNow-Service Management for following to support the NPAC NOC L1/L2 call center functions: Technical Service Catalog, CMDB (Asset Management), and Discovery (SNMP protocol)
• Enabled UI14
• Developed Captivate ServiceNow User Training Modules for Change Management, Incident Management, and Problem Management integrated the NPAC GUI using Rest API/WSDL with ServiceNow to create NPAC customer accounts
• Implemented LDAP Integration
• Configured and implemented ROLES, permissions for NOC Resources
• Configured Service Catalogs for Service Requests, Law Enforcement Requests and IT Services Request (i.e. password reset)
• Configured and implemented Service Level Agreements Module
• Configured and implemented ServiceNow Human Resource(HR) Module for Law Enforcement
• Configured and implemented ServiceNow Change Management Module for managing development changes
• Configured and implemented ServiceNow Incident Management module
• Configured and Implemented ServiceNow Problem Management Module
• Configured and Implemented ServiceNow CMDB Module
• Configured and Implemented ServiceNow Asset Management Module
• Configured and implemented KPI reports
• Migrated changes from DEV, to Test, to Production Environments using update sets
• Deployed team for Continuous Service Management to mitigate significant RISK (RAID) and Issues.

Confidential

Senior ITIL Process Consultant

• Authored and Delivered Requirements Specifications, Test Plans, Captivate Training Modules
• Conducted POC with ServiceNow-Eureka Enterprise Service Management (ESM) for following to support call center functions: Business and Technical Service Catalog, CMDB (Asset Management), and Discovery(SNMP protocol), Data Sources (SAP, SCOM, SCCM, Active Directory (AD), IAM) using API protocols
• Configured and implemented ROLES, permissions for Service Desk, Human Resources, and IT Resources
• Configured and Implemented Request Types for Business and IT Requests
• Configured Service Catalogs for Service Requests, HR Requests and IT Services Request (i.e. password reset)
• Configured and implemented Service Level Agreements Module
• Configured and implemented ServiceNow Human Resource (HR) Module
• Configured and implemented ServiceNow Change Management Module for managing development changes
• Configured and implemented ServiceNow Incident Management module
• Configured and Implemented ServiceNow Problem Management Module
• Configured and Implemented ServiceNow CMDB Module
• Set up Mid-server Appliance for Discovery in Datacenters
• Configured and Implemented ServiceNow Asset Management Module
• Configured and Implemented GUI Frames for customer access
• Configured and implemented KPI reports
• Authored, Managed and Obtained approval for Business Case, Program Charter and Program Schedule (WBS, Critical path)using Microsoft Project (EPM) to obtain and manage $9 million (CAPEX-OPEX) budget to implement the Enterprise Service Management Solution
• Deployed Service Provider Team to Conduct Service Management Workshops to elicit HR Services Call Center (Case Management, Payroll, Benefits), IT Services Call Center (Software/Hardware), Security Management Services Center (IAM), and Facilities Services Center (Office) to determine services RACI, RAPIDS, Workflow, Metrics, Data elements, User-Interface, data element to deploy services in ESM Solutions using ARIS and NAVVIA Modeling Tools for L1/L2/L3 Support
• Configured Changes from DEV, from Test, to Production Environments
• Deployed team for Continuous Service Management to mitigate significant RISK (RAID) and Issues.
• Conducted Vendor Selection and Vendor Proof Of Value using KT Methodologies
• Negotiated Master Service Agreements, Statement of works, and SaaS for ESM Solutions (Service Now, BMC/Remedy on Demand); Service Management SMEs (Pink Elephant, CASK, NAVVIA); Professional Services (SAP,) with legal and procurement

Confidential

Global Technology Senior ITIL Process Consultant

• Developed ITSM Training and Instructed Confidential domestic and international resource of IT Service Management
• Responsible for migrating AIG Intranet, Internet and Proprietary Software applications into the Confidential Enterprise
• Responsible for determining and maintaining project tasks and holistic metrics
• Responsible for ensuring that ARCHER Modules in corporate IT controls, allowable compensating controls and questions required to conduct Assessments
• Responsible for overseeing, conducting assessments and providing metrics for all Application, AVT, AST, AEH, APS, Vendor, PCI, HIPAA, ITC assessments and IT Risk Findings
• Responsible for developing Training Packages for all practices.
• Designed Assessment Interactive PDFs for teams not able to access network.
• Responsible for ensuring all ALICO applications were migrated into the Enterprise Application Inventory

Confidential

Senior ITIL Process Consultant

• Responsible for integrating Front Range HEAT for Problem Management, Incident Management and Change Management. And Asset Management
• Responsible for Implementing Data Warehouse for Critical data housed in Proprietary databases. Utilized Oracle Business Intelligence Enterprise Objects (IBIEE) 11g 0, and Crystal Reports, to deliver LOB reports.
• Responsible for designing the Road Map, configuring and implementing, the Incident Management, Problem Management, Release Management, Human Resource (HR) Management ( which includes On-boarding and Off-Boarding Processes), Assets Management and workflows in the Help Desk Application.
• Responsible for Vendor Management; Developed and Implemented: Under Pinning Agreements and reviews with Vendor, Procurement and Legal, SDLC Deliverables(Requirements, Test Results), SLAs, Standard Metrics and Measurements, Reports
• Responsible for designing, configuring and implementing Change Management workflows for managing, the Project Life Cycle governance for Expedites, Small, Medium, Large and COTS, and Maintenance Projects, including Defect Tracking and enhancement Tracking
• Responsible for Implementing the SDLC process from Inception to Transition.
• Responsible for Training SDLC process and Roles with IT Project Teams and Business Sponsors and Stakeholders.
• Responsible for developing, and configuring the Configuration Management Process for Software Release Management
• Responsible for the Hardware Infrastructure Projects Best Practices and Processes
• Responsible for determining and implementing the SQL and ORACLE Configuration Management Databases for SOX audit controls of the workflow process.
• Integrated the ITSM and Deming Cycle Disciplines
• Designed, developed and implemented an online IT Service Catalog
• Designed developed and implemented SLA with Business Units and OSLA between IT Units
• Integrated the ITSM and Deming Cycle Disciplines
• Designed and Implemented Share Point Collaboration Site for all Mission Critical Project teams to collaborate and communicate within IT and to the Business Stakeholders and user community
• Designed and developed Executive Dashboards or reporting Client Priority Projects
• Implemented Change Advisory Board, Executive Committee

Confidential

ITIL/ITSM Instructor

• Designed and developed training material with teaming hands on exercises for Change Management, Service Catalogs, Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement
• Designed and developed templates for Change Management, Incident Management, Problem Management, Configuration Management, Release Management, Vendor Management, Service Catalog, SLA, OLA and underpinning agreements
• Augmented training with Lean Six Sigma
• Developed the Road Map for HP Service Manager Implementation.

Confidential

Senior Technology Consultant

• Developed, designed, implemented Service Strategy and Service Operations including failover and disaster recovery
• Developed Functional Use Cases and Test Cases for testing Oracle HRMS, ORACLE GL, AR, AP, Oracle Time and Labor, Oracle Project Accounting, and Oracle Workflow
• Developed, designed, implemented and managed the integration process: COBIT and Payment Card Industry Data Security Standard (PCI-DSS). Functional Test Requirements, Non-Functional and Test Requirements and Test Cases
• Developed, designed, implemented and managed the controls to ensure Quality Testing to meet Sarbanes-Oxley audits

Confidential, Cleveland, Ohio

Senior Information Technology Project Manager

• Defined and implemented the Enterprise wide standard artifacts and process for measurement and reporting of the Change Management, Software Configuration Management, Problem Management, Vendor Management and Release Management for each software application.
• Defined roles & responsibilities of all actors involved in the change and migrations management process.
• Defined Metrics & Measurements to monitor the processes in U.S, and India.
• Defined and implemented standard artifacts for measurement and reporting of the Change Management, Software Configuration Management, Problem Management, and Release Management for each software application.
• Managed Quality Test Services Reengineering Change Management Process Workflow utilizing ITIL Principles
• Integrated Sarbanes-Oxley Controls and Information Technology Infrastructure Library into the QTS Process Workflows
• Lead and performed SOX Testing for the application development organization
• Designed, Developed and Implemented Quality Testing Services Business Process Models.
• Determined the Actors and activity flows based on scheduled change, unscheduled change, and emergency change.

Confidential

Senior Global Project Manager SOX and BASEL II Lead

• Developed and implemented quarterly SOX and BASEL II Test cases/Plan utilizing the Information Systems Audit and Control Management & International Convergence of Capital Management and Capital Standards & COBIT audit controls for Program Development & Change (Scheduled changes, Expedited Changes, Emergency Changes), Access to Programs Data (Logical Access), Computer Operations (Job Scheduling and Backups) at the application development, operating system, database, and platforms and infrastructure levels;
• Performed Quality Assurance on evidence to ensure that each test case was met; Developed and implemented a Source of Excellence Program to improve the SDLC Process and IT Service Delivery Process utilizing the ITIL Framework; SOX and BASEL II training provided best practices to improve Change Management, and Software & Configuration Management processes for 70 critical mission applications;
• Trained, Mentored and Coached over 600 resources in United States, England, Scotland, India, and Singapore to improve the quality of SOX and BASEL II test evidence to meet the ISACA controls;
• Implemented Under-pinning agreements to improve the Vendor Change Management Process; Developed ScoreCards to rate each Vendor and application/infrastructure SOX and BASIL Testing; Reviewed SAS70 artifacts; Developed Remediation Plans to improve the control of process changes
• Implemented eSOXs product which automates the SOX and BASEL II Program Process Management.
• Defined & Implemented Service Operations and Continual Service Improvement for mission critical investment back applications: Murex, ENDUR, LoanBook, Concorde, Position Server, IMPACT, Star Muni, Abstrac, Merlin, TCPV, COLT, Globalnet, VARS, Finestra, Kapital, PTP, PRM, Aladdin, GlobalSql, R2. SBL, ISIS, MOSS, NAPOLI, SCALA, UNION, SPINX

Confidential

Senior Information Technology Consultant

• Defined and implemented standard artifacts for measurement and reporting of the Change Management, Software Configuration Management, Problem Management, Vendor, and Release Management for each software application. Performed pre-audit SOX-404 Compliance to reviews and remediate with each application to prepare them for SOX-404 compliance. The process meets with ITIL and SOX-404 Compliance and will decrease application defects rates by %25 in the production environments.
• Implemented, configured and deployed a Centralized Integrated Rational solution for SDLC Management of their application development teams.
• Designed and Developed SLA with Business Units OSLA between IT Units
• Responsible for Implementing, ITIL (IT Infrastructure Library) and RUP best practices to provide a Management Implementation Process and Standards.

Confidential

Senior Information Technology Consultant

• Responsible for Implementing, ITIL (IT Infrastructure Library) and RUP best practices to provide a Management Implementation Process and Standards.

Confidential, New York

Senior Information Technology Consultant

• Developed Vendor Management Practice: Under Pinning Agreements, SLA, Determined Vendor Deliverables(Requirements Artifacts, Test Plan/Results Artifacts), Measurements and Reports
• Developed SLA with Business Units and OSLA between IT Units
• Process and Standards (MIPS); Responsible for Implementing all Rational Tools for GMAC CF IT Project Management Office worldwide aligning GMAC Business Units and IT Business Units in teams to integrate Sarbanes-Oxley (SOX-404), CMM Level 3, ITIL (IT Infrastructure Library) and RUP best practices to standardize their Software Development Life Cycle (SDLC); IT Projects utilize RUP and RUP artifacts;
• Responsible for mentoring and coaching of IT and Business resources globally in the United States, Germany, Poland, London, England on Rational Products, RUP and Software development Life Cycle processes for Software Configuration Management

Confidential

Senior Enterprise Technology Consultant

• Responsible succesfully designing and implementing the eMPIRE enterprise archive (.ear) . The e-MPIRE Websphere Tax Applications was developed and deployed to meet Internal Revenue WEB Standards/codes for the 18 million plus state residents. The Websphere Portal application was built utilizing RUPS iterative build methodology. Applications module include: Corporation Tax, Individual TaxPayer, Search taxpayers, Cigarette Processing, Maintain Sensitive Taxpayers, Maintain Exempt Organizations, Time and Reporting, Maintain EFT, Taxpayer profiles. Security was implemented by integrating LDAP (Lightweight Directory Access Protocol), Framework and NETEGRITY (SITMINDER) RBAC (Rules Based Access and Controls) and policies. Utilized COGNUS for reporting.

Confidential, COLUMBIA, SC

Senior IT Test Manager

• Responsible for successfully providing management, analysis and performed testing from Inception through transition for, the design, and implementation of the consumer AgSCORE Application. The AgSCORE application is a web portal business/consumer loan application software package for 50, 000 users. The package utilizes SBSS and Consumer Fair Isaac Score Cards through the Liquid credit Interface to approve/decline or review business/consumer loan applications. The decisions are based on pre-score Scoring, and post-score management parameters policies. The product uses XML transactions to provide rapid response to financial institutions from Confidential, Experian, Transunion, DB, and other credit bureaus. The application reduces Identify fraud. It provides protection against cost saving to financial intuitions that utilize the package is over 70% per transaction.
• Designed and developed SLA with Business Units and OSLA between IT Units

Confidential, Tallahassee, Fl

Senior Technology Consultant

• The application uses Microsoft SQL as its relational database management system.
• The system which is HIPAA compliant performs point of sale, registration, amendments, and statistical analysis, reporting, health care payers, issuance and tracking of certifications and security paper, correspondence and controlling the entire array of Vital Statistics and Accounting transactions for Birth, Death, Marriage and Divorce.
• The system interfaces with Federal agencies for homeland security, state, national networks, physician’s offices, hospitals and other such facilities.
• Methods of connectivity include various means that supports the TCP/IP protocol including LAN, WAN, Internet, VPN and dial-up lines.
• In addition, the system is available as an application using Citrix through the Web, requiring nothing more than a web browser present on the client box.

Confidential, Kansas City, MO

Senior Test Consultant

• Developed and managed budget of $250 million and over 600 internal staff and contractors, including projects managers, business analysts, network engineers, quality assurance analysts and software developers.
• Designed Data Warehouse to enable Local Number Portability and WNP Data elements to be accessed by the various application channels of Sprint and SPRINT PCS.

Confidential, Atlanta, GA

Senior Technology Consultant

• Responsible for succesfully providing management, analysis and performed testing for multiple large-scale web applications to increase revenues by offering new products to their 2.7 million Internet banking clients database. These web applications provided real time access for their 200, 000 customers. Managed $20 million dollar budget and 4 project teams. Designed Data Warehouse for use by Internet Banking, Mortgage BU, and Securities BU.

Confidential, Rockville, MD

Senior Technology Consultant

• Deployed Rational Unified Process utilizing Rational Rose Analyst Studio for Requirement Gathering, ClearQuest, and ClearCase, ERWIN for Data Modeling and Mercury-Interactive for Quality Assurance Testing to control the process.
• Facilitated the Requirements Gathering JAR/JAD sessions using Rational Rose RequisitePro 4.5.
• Managed the Business Flow Process using Visio 5.0.
• Establish project documentation standards.
• Developed Risk Mitigation Strategies.
• Establish Escalation/Issue resolution process

Confidential

Senior Technology Consultant

• Responsible for requirement gathering, application development, implementation and deployment of the Trouble Administration Call Center for Confidential clients. The system is developed client-server using MFC 4.0 GUI to store and present information using ODBC to interact with the ORACLE Database.
• Major Tasks included choosing Location, Phone System Selection, IT Software Development, IT Technical Support, Performance, User Testing, Disaster Recovery, and Acceptance of the System. The Core team consisted of key managers from the Software Development team, IT Support Team, Risk Assessment Team, Change Management Team, System Acceptance Team.
• Managed the risk assessment team. Major Tasks includes Disaster recovery, Alternate location, Alternate Systems and Sites, Methods and Procedures, Performance issues. This team consisted of system engineers and IT technical Support.
• Change management managed the change management process. Team responsibilities included identification of user upgrade of software and long range planning. T his team consisted of end users, software developers.
• System Acceptance team set up a team for end user testing and system testing. This team consisted of IT support, End User testing and software development personnel.
• Developed Disaster Recovery Planning for Systems and Call centers.
• Budget management: developed and managed the budget for implementation of $12million.

Confidential

Senior IT Project Consultant

• Designed and Implemented Work Plan utilizing Ms Project
• Utilized Gates management of project states.
• Performed JAR and JAD Sessions to gather requirements
• Utilizing offshore centers for disaster recovery planning.
• Managed database Conversion of manufacturing inventory databases.
• Developed Change Control process for on-going upgrades to software

Confidential

Senior IT Project Manager

• Designed and Developed SLA with Business Units and OSLA between IT Units
• Utilized ABT Workbench for budget tracking.
• Utilized Remedy for Issue management
• Re-Engineered Billing for Local Number portability ordering.
• Implementation of the Local Service Center for processing Local Service Orders (LSR) .
• Designed and developed Application Disaster Recovery Plan for BST
• Managed the Software Change Management.
• Managed the Requirements Gathering JAR/JAD sessions using Rational Rose Requisite Pro 4.5.
• Managed the Business Flow Process and Disaster Flows using Visio 5.0.
• Establish project documentation standards.
• Establish escalation/issue resolution process.
• Establish risk mitigation strategies.
• Established disaster recovery standards and plans