Ronald T. Copney

SUMMARY

• Senior-level experience in Business Analysis, Incident Management, Staff Leadership, Quality Assurance and Vendor Negotiations as specialties. ITIL and PMP certified with three years experience using the latest HP Service Manager and HP uCMDB products for Help Desk, Configuration and Change Management.
• Extensive applied knowledge of state of the art processes such as Business Analysis, Change Management, Release Management, Business Intelligence, Operations Management, Program Management, Function Point Analysis, Mitigation Management, Agile/SCRUM and Customer Relations Management.
• Strong legacy data mapping and data mining skills.
• Skills in Plant Maintenance IT processing along with MRP and Inventory systems.
• Strong skills in Business Intelligence Analysis as related to ITIL and Program Management.
• Strong skills in Customer Relationship Management, Service Desk Workflow and Data Warehousing.
• Strong skills in Process Improvement, Managing Productivity and Sales both inside and outside methods .

Exact Computer Services

Senior Business Intelligent Analyst

• Promoting the use of Agile Project Management and Cloud Technology to small businesses.
• Developing Bible related literature for Christian Organizations.
• Training individuals on the use of Microsoft Office 2010.

Advantage Technical Resources Ford HQ IT Infrastructure

Senior Business Intelligent Analyst and UCMDB / TQL Developer

• Providing analysis and design and hands-on implementation for the HP Service Manager and HP uCMDB for Ford's Worldwide Computer Center Operations.
• Senior Business Analyst and Developer for the World Wide Ford Configuration Management team. Special emphasis on ITIL V3 best practices and the use of Agile techniques for the SDLC.
• Provided business intelligence analysis to write new workflows and desk procedures for SPOC Request Management, Incident Management, Change Control, Disaster Recovery and Business Continuity.

KPS Public Schools

Educator / Sales / Consultant

• Providing education assistance as a substitute teacher: K-12 worked for both PESG KPS.
• Instituted new methods of guidance and instruction for At Risk Students.
• Provided business intelligence analysis to introduce and develop Electronic Books for Teachers.
• Canvassing and sales for the Hanson company pertaining to home improvements.
• Set up Internet sales for Specialty Merchandising Corp and the Whiz-Fish company.

Exact Computer Services

Senior Business Intelligent Analyst

• Provided CRM to owners and operators pertaining to financial services and business analysis for small Mid-West businesses.
• Provided business intelligence analysis to improve their profitability and developed a plan for increasing profits, with use of Point of Sales devices, gas/electric discounts and Product Life Cycle Management.
• Sold and promoted the use of Electronic Books and Phone Text Messaging for Advertising,

Senior Business Intelligent Analyst

• Configuration Management team member for Infrastructure Services Release Management ISRM on the Release and Change Management teams within Pfizer's World Wide Technology and Engineering Group using HP's Service Manager as an administrator.
• Performed dual roles of Change Manager and Release Coordinator where the Request for Change to Application and Infrastructure software related to Manufacturing and Plant Maintenance are assessed, planned, tested, scheduled and approved for entry into Stage and finally installed into Production.
• Negotiated with Program Managers, Project Leaders and Technical Architects to bring about the best plan for testing, configuration, release and change control using ITIL Incident and Problem management techniques.
• Assessed User Acceptance Testing and Configuration Metadata for the Implementation into an Enterprise Production Environment with Shared Application Management Services SAMS .
• Worked on the Change Advisory Board CAB to analyze proposed changes to the multi-computer center infrastructure and multi-platform application environment.
• Determined the process workflow for Change Management and Problem/Incident tracking within the Pfizer World Wide implementation of the ITIL process using HP's OpenView data repository for tracking metadata pertaining to the global software environment.
• Provided business intelligence analysis to establish new procedures and workflows as needed to produce enterprise solutions for use of the HP UCMDB database and the HP Service Center software process.
• Completed contract by training Pfizer outsourced personnel from India to handle the turnover of CM processes and prepared them for the management of the overall environment.

Senior Business Intelligent Analyst

• Working in Quality Assurance doing Function Point Analysis FPA and wrote a 100 page document along with a Power Point presentation using Gartner Group's methodology to develop Corning's approach to determining the FPA.
• Provided business intelligence analysis to further develop processes related to Project Management, Release Management, Testing Tools and Software Development Life Cycle.
• Worked with the quality assurance process to obtain Cost and FTE per Function Point. This information is then given to the Gartner Group to do Benchmarking for the CIO of Corning Inc. Should there be process improvements observed, these are recommended for implementation. Used software from the Software Productivity Research Center developed by leading expert Capers Jones. Made test templates for testing functional components before production implementation.
• Finished contract by designing a Web Site for FPA using SharePoint which used stored fields and forms for archiving, tracking and reporting for systems related to Plant Maintenance and Inventory Control.

Exact Computer Services

Senior Business Intelligent Analyst

• Received the 2006 National Leadership Business Advisory Council Award from President Bush and presented by the U.S. Congress.
• Provided BI techniques to Develop web sites to handle the drop shipment of products to clients using HTML.
• Worked in sales with Western Southern Life Insurance and Primerica Financial Services. Sold life and health insurance, plus annuities to both businesses and individuals.
• Salesman for the NONI Health Food and Drink Corporation and the Ozone Air Filtering Corporation. Made sales and serviced clients throughout the state of Michigan.

Confidential

Program Manager

• Operations Program Manager overseeing LAN, Help Desk, Servers, Client Services, Desktop, Security, Infrastructure and Administrative support processes for the Computer Center of the U.S. Defense Logistics Information Service. Had over 200 Dell and HP servers interacting with War-fighters worldwide.
• Managed a staff of 40 people who worked to keep the system up and running in a 24 x 7 operation. Responsible for delivering Logistics Information Services to every U.S. Armed Force worldwide. Kept track of configuration items CI and Service Desk transformation using various Configuration Management tools.
• In 3 years, successfully led over 13,000 small, medium and large projects to completion using proven methods of empowerment, situation / productivity management and task tracking using Support Magic / Remedy software. Used ITIL Incident and Change Management techniques and tools.
• Established SLA's and OLA's to specify the levels of availability, serviceability, performance, and operation. These agreements were part of a service contract where the level of service is formally defined for each sub group pertaining to Helpdesk, Desktop, Security, Servers, Infrastructure and Architecture. The agreements had to meet Pentagon Goals, Base Commander's Expectations and Directorate Workflows. Enhanced the ability of the Operation's Staff through training to meet the SLA. Reported metrics to the Base Commander / Pentagon / Civilian Authorities weekly and was graded Green for 3 years. Was given bonus dollars for performance by Northrop Grumman Corporation each year.
• Finished contract and received the Who's Who Award for Executives and Professionals from National Register, and later awarded by the United States Congress for productivity and quality.
• Used techniques from FPA, ETL, ITIL, PMI, BI, SOA, ERP and CRM to re-engineer operations and work flows. Worked on the FLIS database for the Catalog Re-engineering System CRS .
• Data Manager responsible for the design of the data requirements of the U. S. Defense Logistics Information Service DLIS CRS cataloging process for item management of all supplies delivered to all military services worldwide. Used Business Objects and involved 500 users to get details for existing ERP processes.
• Designed data process flow which involved the use of a multi-platformed mainframe, client server and mid-tier system using IBM's DB2, Oracle, Microsoft's SQL database management system with interfaces to SAP ERP systems. The data path and table designs allowed for a multi-platform data flow to deliver logistics information to varying segments of the military Army, Navy, Air force and Marines . Wrote specifications to make the final RFP for data migration legacy systems.
• Mapped all Armed Forces Military legacy based data to determine a new method of ETL data delivery.
• Using CRM wrote final RFP for the data flow design which was used to develop the CRS system.
• Worked with the implementation team to assure adherence to approved data model.
• Worked with Army, Navy, Air Force and Marine personnel to develop strategy for transition, testing and implementation of final system while being the DLIS IT Operations Program Manager.
• Helped in the coordination of efforts to deploy the final implementation of CRS world-wide on to the varying platforms needed for data delivery to the war-fighter as the Operations Program Manager.
• Developed standard practices for operation and maintenance of the final implementation on the production environment using PMP and Program Management techniques and tools.

Exact Computer Services

Program Manager / Information Engineer / IT Supervisor

• Involved with multiple major Fortune 500 projects dealing with Year 2000 Compliance as the Program Manager. Led a team of consultants in planning and directing the scheduling of events needed to make vital systems Y2K compliant. The companies involved were the Michigan National Bank ATM Bank Card System, the Whirlpool Manufacturing Order Processing System and the Pharmacia Sales Management System. Used FPA for sizing systems and determining exit strategies for complete processes and saved reusable code.
• Set up CRM strategy to be used for planning, testing, programming, deployment and final implementation involved in the project management of a full scale re-engineering of 142 plants of the Owens-Illinois Bottle Manufacturing Company, worldwide. Led a team of 10 experts in the field of plant automation for Plant Statistics and Process Improvement to deliver automated processes using NT based client server processes. These ERP processes allowed the plants to increase productivity and communicate with themselves and the main corporate headquarters. These ERP processes allowed for Statistical Process Control to take place at the plants which allowed for more quality control of the product.
• Mitigated problems with the AEP plant managers at Cook Nuclear Plant and the executive management of Revive Technologies. Hired a new information technology staff and revised plans for projects which were doomed for failure. Resolved issues pertaining to budget, consultants, customer complaints, tracking, requirements planning, contractual disputes, hardware, software and schedule. Brought in new staff, re-aligned the existing staff and completed projects with favorable results. Was given bonus dollars for performance and was given written recommendations for future work.
• IT Program Manager for the Upjohn Company. Led project teams to deliver vital NDA information to the FDA for drugs pertaining to cosmetics and infectious diseases. Designed and developed new workflows and automated processes to collect data using SQL and text storage / retrieval techniques. Worked in several divisions including medical, scientific, computing, and marketing.
• Tools: HP Service Manager, HP Universal CMDB, Microsoft Office Suite, Microsoft Project, ABT Project Workbench, Microsoft Visio, Support Magic, Remedy, Microsoft PowerPoint, Microsoft SharePoint, SPR Knowledge Plan, Charismatek Workbench, Gartner Group Function Point Excel Worksheet methodology, Business Objects