SUMMARY:

Certified ITIL professional with over 15 years of experience. Expert in ITIL aligned process efforts from design to implementation, operations and service improvement. Utilize best practice IT Service Management tools and methodologies to develop effective solutions to align business requirements. Known for the ability to develop comprehensive cost effective solutions to satisfy business needs.

AREAS OF FUNCTIONAL/TECHNICAL EXPERTISE:

• ITSM Tool Customization
• System Development Life Cycle (SDLC)
• Service Desk & End User Support
• Continual Service Improvement
• Gap Analysis
• Change Management
• ITIL Framework
• Service Catalog & Self Service
• Project Management
• Risk Management
• Requirements Elicitation
• Business Process Improvement
• Agile Methodology
• Scrum Framework

QUALIFICATION HIGHLIGHTS

• IT Service Management (ITSM) based on ITIL best practices
• ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk
• Process Improvement and Implementation
• ITSM Tools - ServiceNow
• Cloud based Applications - ServiceNow
• Service Transition Planning
• Requirements Elicitation

PROFESSIONAL EXPERIENCE:

Senior IT Service Management Consultant

Confidential, Germantown, MD

Responsibilities:

• Responsible for business process mapping, documenting business cases, process improvement efforts, creating workflows and SOPs
• Responsible for eliciting and documenting business and technical requirements
• Developed and maintained detailed requirements traceability matrixes, business/technical requirements documents and process maps
• Responsible for creating workflows and storyboards that accurately map back to documented business requirements
• Created and maintained project plans
• Set deadlines, assign responsibilities, monitor and summarize progress of project based upon product roadmap
• Worked with development teams during agile development iterations, documented risks and designed and approach for risk mitigation
• Identified, tracked, and ensure the resolution of issues and removal of any barriers
• Responded to inquiries from internal stakeholders

Senior ITSM Consultant

Confidential, Washington, DC

Responsibilities:

• Developed an ITIL aligned problem analysis and resolution management plan and implemented a problem management process which resulted in an 80% reduction of recurrent incidents within the IT infrastructure.
• Implemented an enterprise risk management approach to address risks by developing a risk response strategy for capturing, prioritizing and addressing risks resulting in a comprehensive enterprise risk register.
• Created and maintained a Known Error Database (KEDB) to leverage the Service Desk function to restore services by facilitating the resolution of incidents; resulting in a 90% increase in first call resolution.
• Facilitated deep dive workshops for problem management, risk management, change, configuration and asset management to ensure a seamless and adequate transition of business services between contract service providers.
• Responsible for managing the performance of the problem management team to achieve defined KPIs based on defined Service Level Agreements.
• Collaborated with the change management team and participated in Change Advisory Board reviews to ensure that 99% of implemented changes had minimal or no disruption to operational services.
• Created root cause analysis and business case documentation for problems with identified root causes and submitted to the program manager for approval.

Senior IT Consultant

Confidential, Gaithersburg, MD

Responsibilities:

• Implemented a Self Service and Service Catalogue Modules within the ServiceNow tool which improved the user experience by providing a catalog of business services which can be requested.
• Improved business service levels by implementing a request fulfillment module separate from incident management which resulted in 95% improvement rate of achieved Service Level Agreements.
• Facilitated collaboration between business and ServiceNow vendor resources .
• Mentored process leads by assisting with best practice implementation, aligning ITIL guidelines with business processes, recommending module templates, and staying focused on configurations that return the most ROI for time invested .
• Facilitated implementation activities with the vendor to ensure that the ITSM tool can be independently maintained and expanded to minimize cost and maximize ROI.
• Documented customization requirements directly with developers and translated business requirements to be used for proof of concept for customized modules needed by the business.
• Performed a post deployment application health check and compiled a list of bugs and enhancements to be implemented within phase two of the project implementation.
• Enhanced the Configuration Management process by implementing the asset discovery tool to automatically discover network assets and populate the CMDB providing increased controls and facilitating incident resolution by the Service Desk function .

IT Consultant

Confidential, Bethesda MD

Responsibilities:

• Performed an analysis and review of incident and request management for operational and resolution categories for business units and design solutions to enable reporting and metrics for incidents and requests.
• Performed gap analysis on the ITSM tool and processes, identified system deficiencies and recommended appropriate cost effective solutions.
• Provided a broad and in depth technology knowledge to architect a service management solution by mapping a business problem to an end-to-end technology solution.
• Identified key customer requirements and communicate identified requirements to development stakeholders.
• Developed and modified policies, procedures and workflows that included the analysis of business and user related needs for various IT projects and systems development to facilitate solution outcome.
• Responsible for documenting process controls, analysis, identification and monitoring root causes to assist in streamlining business needs and stabilizing the IT infrastructure.
• Collaborated with the Asset management team to enforce proper acquisition and disposal of assets to ensure compliance and minimize cost to the business.
• Maintained, documented and made available to other service management teams information about problems, workarounds, and resolutions using a Known Error Database to facilitate the resolution of incidents.
• Participated in Change Advisory Board (CAB) meetings to ensure that approved and authorized changes are implemented with minimal or no impact to the business.
• Responsible for defining, creating and implementing cross functional team processes.

IT Consultant

Confidential

Responsibilities:

• Developed and maintained Incident and Problem Management Standard Operating Procedures.
• Responsible for problem analysis, identification, and remediation from incident tickets.
• Tracked and communicated status of problem resolution efforts.
• Responsible for performing quality assurance to ensure continual service improvement.
• Served as the primary Queue monitor for routing and escalating requests.
• Ensured that all required technical resources are notified and engaged on the technical bridge within specified timeframes.
• Performed root cause analysis and trending in problem resolution efforts.
• Produced problem reports to management as needed.
• Performed problem review meetings with various service areas to document lessons learned for process improvement.

IT Specialist

Confidential, Bethesda, MD

Responsibilities:

• Responsible for incident life cycle management including incident recording, detection, classification, prioritization, resolution and recovery.
• Documented, maintained and communicated information specific to incident management initiatives to the business.
• Participated in weekly operational readiness and operational meetings to provide updates on the state of the infrastructure environment.
• Collaborated with other stakeholders in the infrastructure environment to develop incident management related processes.
• Responsible for developing and maintaining strategic relationships with the Service Desk including improving cross functional team collaboration and overcoming roadblocks in either direction.
• Maintained open communications with the business to keep them aware of operational situations that may impact their respective areas.
• Performed proactive problem management and incident trending to eliminate recurrent incidents from the environment.