SUMMARY:

• A highly experienced Senior IT Service Delivery Manager with considerable expertise in developing and implementing, Problem and Change Management processes within IT Service Delivery. Accomplished in utilizing the ITIL/ITSM framework to achieve success and end user satisfaction.
• Implemented strict Process Management and System methodologies to streamline end to end Service Delivery and improve customer relations.
• Developed and administered a QA forum to streamline the Incident and problem management processes and created a positive business experience and customer satisfaction.
• End user support including overall satisfaction of all IT services.
• Oversaw daily IT operations ranging from staff supervision, end user support, service delivery, datacenter management, and overall customer satisfaction.
• Instituted a new Service - Centric model IT customer Support team using ITIL best practice with a focus on IT as a portfolio for business investments.
• Established a new ITIL based Service management tool (HP service center, BMC Remedy) that would quantify the business value of IT, its services and overall performance - As a result, business continuity and transparency was improved to senior executive management.
• Executed a complete robust three tier Service Catalog system: End-users, IT operations and Managers.
• Service Catalog clearly defined IT services and access through a portal, cost transparency, status for requests, business alignment and value assessment.
• Reduced IT costs by 25% through negotiating vendor contracts and initiating performance standards, managing project costs and delivery and all enterprise wide purposes.
• Implemented a companywide Process improvement ITSM project using ITIL Service Lifecycle guidelines.

PROFICIENCY:

• Problem Management
• Change Management
• Service Delivery
• Escalation Management
• BMC Remedy
• Incident Management
• Process Improvement
• Release Management
• IT Infrastructure Management
• Service Now System Analysis
• Risk Management
• ITIL

EXPERTISE:

Procurement ITIL Service Lifecycle Implementation / Enterprise Resource Planning (ERP) / Service Catalog Management Process / IT Transformation and Continual Service Improvement / Vendor management / Incident/Problem Management / SDLC Strategic Planning / Project Management Support Tools (Peregrine, HP, BMC, Service Now) / Data center Security/Disaster Recovery Planning / IT Asset and Risk management / Cloud computing / Process Improvement / Team and Capacity Building

TECHNICAL SKILLS:

SOFTWARE: CiteNet / CiteWeb / Microsoft Project / Visio / Windows NT/2K/XP/2K3 / Microsoft office suite / Lotus Notes / WHAT 6.0 / Mac OS Apps. Remedy / HP Service Center / Peregrine / HP Open View / HP Asset Center HP Node Manager / HP Project & Portfolio Management Center (Mercury ITG) / WhatsUp Gold / LANDesk / MS SCCM / Arc serve 6.x / Novell OS / Citrix / Autodesk products / MS - Exchange, Office 365 tools, Skype for Business, OneDrive for Business, OneNote, Groups and other propriety legacy applications

LAN/WAN: Windows 2003 / Web logic Server / Cisco Routers / Rumba / Citrix / MS-Exchange / Thin Clients / Web Publishing / SANS technology (StorageTek/XioTech) / Brocade Switches / TCPIP / Fax server / IPX/SPX / IPX/IP / ICMP / IP Relay / IP Tunneling / VPN / RAS / Routers & Switches / Novell Networks

INTERNET: MS-Internet Explorer / Web Enabled Apps / VPN, HTML, XML / MS.NET technologies / Windows Terminal Server / IIS 4.0 & Index server / Internet security / ISS / NetIQ

WORK H ISTORY:

ITSM ITIL SME (SME, SR.)

Confidential, Rockville, MD

Responsibilities:

• Creating processes, templates and guidelines for Service Configuration Management disciplines.
• Developed IT Policies Covering Enterprise Change, Release, Test, Configuration, Problem and Quality Management.
• Defining Service Level Management framework in consultation with various Businesses and IT groups.
• Reviewing and aligning existing ITIL processes to the new service model and tool.
• Developed Enterprise Change Management Plan, which included Enterprise Change Management Process, Activity Sub Processes, Procedures and Narratives.
• Managed process activity creation, sub activities development, policy development and procedures for Incident, Request fulfillment, Event, Change, Configuration and Release Management processes ensuring they align with Confidential organizational practices and overall IT strategy.
• Eliciting and documenting business requirements/process for the service management tool.
• Created Corresponding Operations Manuals for Each Process Developed, Including In-depth Explanation for each Process Activity, Subsequent Activity Sub-Processes, Sub-Process Activities and Corresponding Roles & Responsibilities.
• Performed a Configuration Management Process Assessment and Developed a Configuration Management Process Corresponding with Assessment Recommendations.
• Conducted training workshops, facilitated work instruction development sessions and coached process team members in regards to their responsibilities and how to perform them.

Environment:

• IT Service Management (ITSM) based on ITIL best practices.
• ITIL V3 Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
• ITIL V3 Service Delivery and Service Support areas of Service Level, Availability, and IT Service Continuity Management; Incident, Problem, Change, Release, Configuration Management and Service Desk.

IT Service Desk Delivery Manager

Confidential, Hyattsville, Maryland

Responsibilities:

• Managed day-to-day operations of the entire Service Desk relating to staff scheduling, coaching, ownership of incidents, end-user requests and problem management.
• Providing high-end technical support and leadership for the full life cycle for all tickets relating to Incidents, Requests, Problem management and ensuring high end-user satisfaction levels from resolution to closure.
• Ensure staff meets and exceeds its obligations in service delivery with respect to all Service Level Requirements (SLR's).
• Provide recommendations for new services and/or changes to existing services, which could benefit the Client in achievement of their business objectives.
• Develop & establish operating policies, ITIL practices, internal controls & best practice approaches for computing and IT systems/services; evaluate overall operations of computing and IT functions & recommend enhancements.
• Created and promoted the companywide surveys to gauge user satisfaction as well identify areas for improvement.
• Develop strategic plans & implement the objectives of the IT needs of the company to ensure the computing capabilities are responsive to the needs of the company's growth & objectives.
• Using Microsoft Project 2013 and Microsoft office suite 2013 to monitor progress of project and to manage outstanding issues also ensuring the quality & timeliness of the deliverables.
• Championed a new culture of understanding the importance of IT services and support to the business and the means and ways for the entire team to reacts to the Requests fulfillment process, incidents and problems.
• Maintained and reviewed daily overall monitoring tool results to ensure transparency and proactively avoid undue interruption of services.
• Reviewed SM data to ensure business and service support.
• Used service metrics to identify overall success of IT operations and value to the customer by coordinating and installation of a new Interactive Voice Response system and Automatic Call distribution system.
• Collaborate with other CEO, Department managers and process owners/stake holders to define adequate IT processes.
• Maintained day to day responsibility for the ownership and resolution of Service management issues by emphasizing the importance of Release and support documentation for every IT supported application.
• Oversee IT asset management while maintaining both cost and value.
• Integrated Configuration Items (CI) within service management tool as a way of managing assets and adequate change management decisions.

Environment:

• Monitoring architecture, topologies, Information Technology Service Management ( ITSM ) best practices, and Application/Infrastructure monitoring best practices.
• Produce written recommendation papers that clearly describe the process followed, alternatives considered, evaluation criteria, and rationale for recommendation and need for additional work.
• Map functional requirements into technological requirements.
• Service Desk/Operations.
• Track and report KPIs.

Incidence/Problem Management Consultant

Confidential, Laurel, MD

Responsibilities:

• Provided high-end technical support on systems, managing incidents and ensuring end-user satisfaction through effective resolution of system problems.
• Managed design & implementation of problems and conflicts; suggesting improvement in the operations and processes to making the system full-proof.
• Ensuring that the goals of the Incident Management process are achieved by restoring normal service as soon as possible.
• Mitigate the recurrence of incidents using ITIL problem management techniques and identifying trend analysis.
• Design and conduct classroom and web-based training for the company’s application suite of 7 products consistently meeting bonus objectives by achieving a quarterly customer evaluation score of 3.4 or higher on a 1-4 scale.
• Collected and collated data and generated periodic reports to monitor the movement of key performance indicators and to support/improve performance.
• Performed Major Incident Reports (MIR) in order to establish root cause and lessons learnt to improve future service delivery to the business and external clients.
• Communicated closely throughout the duration of incidents to both IT colleagues and key business stakeholders, ensuring communications are clear and concise.
• Identified, record and correct breach of practices within the established processes to ensure the alignment of IT services to meet and where possible, exceed the expectations of the business.
• Performing data backups, restore procedures, file replications and script management for servers, thereby monitoring servers on a proactive basis for service interruption, server performance and backup failures.
• Identified service improvement initiatives and Initiating service improvement plans (SIP), interpreting technical issues and relaying business impact to the business owners.
• Drove the creation of an Operational Readiness process leading to lower defect introduction, decreased resolution time of severity issues, increased vendor relationships, and overall system confidence.

Environment:

• Conduct proof of concept, pilots, and demos for the purposes of evaluating the suitability of given technologies for meeting requirements.
• Evaluate trade-offs between competing solutions.
• Produce written recommendation papers that clearly describe the process followed, alternatives considered, evaluation criteria, and rationale for recommendation and need for additional work.

Senior Network Support Engineer

Confidential, Reston, VA

Responsibilities:

• Analyzed corporate LAN and worldwide WAN to determine what improvements need to be made, before deploying HP Openview, Cisco Works 2000, SysEdge SNMP agent, and Tavve.
• Evaluated, and analyzed corporate LAN to determine what improvements need to be made.
• Reengineered the LAN for maximal performance by installing new Cisco 3524XL switch, and Compaq server.
• Documented the new network layout as needed.
• Deployed Cisco routers and switches throughout our entire network provided the administration as needed.
• Implemented HSRP on the Cisco 2948G Layer 3 switches, and EIGRP, OSPF on the 2 Cisco 7200 routers, 2 Cisco 2610 routers, the Layer 3 switch, 3 Cisco 3508XL Switches, 2 Cisco 3524XL switches for load balancing and fail over.
• Authored an in-depth document to show the Tivoli components as to how they worked and integrated with one another for the propose of educating Client Server Systems Support personal about Tivoli.
• Engineered, Implemented, and Administrated network and network simulations in a lab environment for the purpose of debugging commercial Hardware/Software so that performance analysis could be done.
• Responsible for the installation, configuration and management of a broad range of network equipment: Cisco routers, Catalyst switches, Cisco access servers, Local Directors, PIX Firewalls, F5 BigIPs, terminal servers.
• Troubleshoot CSU / DSUs, and Windows 2000 servers. Administered networks composed of Voice Over IP VOIP gateways, VLANs, VPNs, point-to-point T1s, Web and DNS servers. Initiated and analyzed ISDN traces to resolve T1 connectivity errors.
• Prepared documentation and Visio diagrams that described in detail the network infrastructure - used to enhance the productivity of the Network Operations Center (NOC).

Environment:

• Monitoring architecture, topologies, Information Technology Service Management ( ITSM ) best practices, and Application/Infrastructure monitoring best practices.
• Map functional requirements into technological requirements.
• Produce written analysis of research.

Network Engineer

Confidential, Ashburn, VA

Responsibilities:

• Remotely troubleshoot 56K, frame-relay, ATM, T1 and T3 lines on UNIX server. Test T1 and T3 end to-to-end connection using the HP Open view software to identify and resolved network problems.
• Implement static and dynamic routing, including access and prefix lists on Cisco 7,500 and 12,000 routers.
• Performed diagnostics, configuration and troubleshooting of customer end Cisco routers and largely Kentrox CSU/DSU.
• Apply network diagnostic, testing techniques and tools such as trace routes and ping to identify the root cause of network problems.
• Documentation of the North America external services internet-work i.e. using Microsoft Visio, Smart Draw and SnagIT for diagrams, design documents, etc.
• Third Level support of all areas of network emphasis, participation with Change Management organizations, including engineering change management documentation generation.

Environment:

• Conduct proof of concept, pilots, and demos for the purposes of evaluating the suitability of given technologies for meeting requirements.
• Monitoring architecture, topologies, Information Technology Service Management ( ITSM ) best practices, and Application/Infrastructure monitoring best practices using Service Now as the main tool for ITSM and to gauge KPI movements.