Manager of ITIL Change Management Resume

SUMMARY:

Extensive experience building and leading IT operations teams
Leadership and Mentoring
Problem Management
Organization Integration
Metrics Creation, Trending, and Analysis
Major Incident Management
Continuous Process Improvement
Vendor Management
ITIL Foundations v3 Certified
Global Outsourcing
Six Sigma Green Belt Certified

PROFESSIONAL EXPERIENCE:

Confidential

Manager of ITIL Change Management

Responsibilities:

Improved efficiency and content of the daily and weekly reports by identifying tool and procedure enhancements and implementing both.
Expanded the skills of direct reports which in turn increased the maturity and productivity of the Change Process and the team.
Increased CAB meeting value by focusing attention on high risk changes as well as defining CAB members and roles.

Confidential

Manager, NOC and Major Incident Management

Responsibilities:

Implemented a managed service solution from Confidential for data network monitoring; ensured OLA adherence and data & reporting quality
Developed and implemented the internal Systems Operations Monitoring team which included the successful implementation of CA’s Confidential and NetFlow products along with the creation of baseline thresholds for proactive and reactive alerts
Established a daytime Major Incident Manager role which yielded a reduction in Confidential for Priority 1 Incidents by 37%; Updated, socialized, and enforced Incident Prioritization process which decreased misclassified Priority 1 incidents by 73%; started the implementation of a problem management process

Manager, IT Infrastructure Engineering and Operations

Confidential

Responsibilities:

During several reorganizations, led multiple teams including; Network, SAN, Service Desk, Sys Admins, and Windows Engineers
Created a tiered support team which allowed for participation in the 100+ projects
Consolidated SSL Certificates and Domain Management with a cost saving of 21%
Negotiated Microsoft EA with a cost savings from the previous one of 18%

Confidential, GA

Consulting ITIL Process Specialist

Responsibilities:

Consulting role for designing and building ITIL processes
Started the interdepartmental Change Management Process development

Confidential, Alpharetta, GA

Director of Technology Services

Responsibilities:

Led two distributed operations support teams and the Service Desk
Through data analysis and customer education reduced incoming call volume by 46%
Established a Problem Management process which reduced recurring incidents by 27%
Successfully built a working relationship between the local business unit and IT

Confidential, Norcross, GA

Director of Business Operations

Responsibilities:

Member in an ITIL SME Forum to ensure a consistent understanding and application of ITIL processes across IT Departments and Business Units
Created an infrastructure stabilization project for a struggling Business Unit

Director of Computer Operations & Operations Site Lead

Confidential

Responsibilities:

Reduced software licensing costs by $22,000
Implemented ITIL Incident, Change, Problem, and Service Request processes
Transitioned local IT staff to the enterprise IT organization. Staff included Mid - Range Support, Systems Administrators, Monitoring and a Capacity engineer

Director of Computer Operations

Confidential

Responsibilities:

Led a staff of over 100 associates across multiple technologies and locations in the US and India.
Provided tactical and strategic guidance to teams, risk assessments for business units, guidance for change execution, and performance evaluations. Administered an annual budget of more than $7.4 million supporting travel, training, and sundry spending.
Diverted 33% of NOC and DSO department functions offshore, while maintaining performance goals and service levels
Developed a Global Network Operations model that transformed 3 locally operated NOCs and one in India to provide consistent support from any location
Created a governance board that established standard monitoring and alerting

Manager

Confidential

Responsibilities:

Consolidated staff and cross-trained staff to ensure consistent support
Successfully off-shored 30% of Tier 1 Support. Approximate yearly savings of $223,000

Manager Distributed Systems & Network Operations

Confidential

Responsibilities:

Implemented an interdepartmental review meeting for DSO, NOC & Engineering

Manager, Network Operations Center

Confidential

Responsibilities:

Leadership duties included 24x7staffing, coaching, and yearly reviews
Improved Incident Ticket data accuracy and closure rates by 44%
Managed vendor relationships in regards to Network Operations

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