SUMMARY:

• My expertise: Leveraging technology to deliver solutions based on business processes and ITIL best practices.
• A results - oriented information technology professional, with demonstrated skills in Business Process Design and Service Management. HP Service Manager, Incident Management, Change Management, and Problem Management.
• Customer Service, and End User Support essential to achieving company strategic objectives.

TECHNICAL SKILLS:

• IT Service Management
• ITIL V3 Service Strategy, Design, Transition, Operation and CSI
• ITIL V2 Incident, Problem, Change, Release, Configuration, Service Desk, Service Level Agreement, Capacity Planning, Performance Monitoring, Incident Queue Manager, Project Management, Process Improvement, Capacity Planning, Performance and Operational Assessment, Data Center Monitoring, Disaster Recovery Planning

PROFESSIONAL EXPERIENCE:

Confidential

PYRAMID ATLANTA SENIOR DEVELOPER / CHANGE & INCIDNET MANAGER

• Developed and delivered IT Service Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology perspectives of providing business solutions
• Direct contact for all Change and Incident issues where the impact is high and the priority is 3 or less
• Coordinate meetings between teams to ensure systems are back online as quickly as possible
• Manage Incident and Change queue to ensure SLA is maintained for internal and external customers
• Liaison between the Business Process owners, Tech teams, Customers and Managers
• Communicate status of applied Change to relevant parties… IT technical staff, end users, and management
• Establish a confidential file on each Critical Change and ensure the file contains all Change reports, facts documentation, including details of the RFC, copies of related emails, testing results, validations, records of CAB advisory, and details of everyone involved in the Change process
• As soon as possible, after a Critical Incident, coordinate meeting to review the implementation procedures and the effectiveness of the responses
• Developed and delivered solutions that include: planning architect, design, and implement technology solutions for enterprise wide heterogeneous IT environment to meet business requirements. These solutions included Change and Incident Management, Service Level and Problem Management, Performance Management, cost and Risk Management, etc.
• Demo & trained Incident, Problem& Change Management processes based on ITIL standards
• Analyze KPI trends to stay proactive on operations issues and mitigate potential risks
• Hosted CAB meetings to validate Change requests, ensure Change policies and adhered to, ensure all changes are within established time guide lines, ensure Change categories correspond with business objectives i.e. Standard, Normal, Expedite and Emergency
• Developed methods to prevent process owners and managers from attempting to bypass change schedule.
• Institute managed policies to hold violators of change policies accountable for non-compliance to change schedule and process
• Monitor trends, potential risk situations and report to process owners and management
• Reviews all implemented changes to ensure proper functionality in the environment
• Facilitates communication, documentation and training for initiatives that could affect production including successes, failures, back outs and lessons learned
• Worked collaboratively with all Business project teams to support high system availability while being proactive with managing risks in Production, Testing and sometimes in Development
• Assessed, approved and managed various change requests and releases before moving to production
• Participated in monthly internal audit review meetings to identify and remediate compliance gaps 

Confidential

SENIOR TECHNICAL CONSULTANT

• Team lead responsible for development of ITSM tools and Processes in a highly secured environment.
• Performance tuning, load balancing, matrix measurement via Service Level Objective
• Lead architect developer, responsible for designing and implementing ITSM workflow strategies
• Integrated HP Service Manager Tool ensuring business processes adhere to ITIL best practices
• Coordinate cross department communications when required to assist in resolution of Incidents and Changes
• Provided technical consulting, requirements gathering to implement ITSM processes
• Designed Incident, Change & Problem Management Processes to fit the business objective
• Conducted system monitoring to proactively identify predisposing problems, underlying problem patterns, and relationships between Incident Management, Root Cause Analysis and Change
• Monitored KPIs to ensure SLA agreements are met, Technical team performance and Knowledge are relevant
• Implemented Incident, Problem and Change Management processes
• Supported and participated in the Change Control Board and Change control process

Confidential, WASHINGTON DC

SYSTEMS ENGINEER/ITSM

• Defined and design ITSM process strategy throughout the PBGC enterprise
• Used ITIL standards to facilitate stability, improve Service Desk and customer service delivery
• Managed Major Incidents (Sev1 &2), ensuring proper documentation, prioritization, quick diagnosed
• Created processes to ensure escalation between caller and Service Provider navigates appropriately, consistent quality Service and conformance standards are adhered
• Coordinate Major Response Team and customers to ensure appropriate communication during Incidents
• Brief staff on outstanding issues, ensuring documented workarounds are relevant, clear and accessible to all
• Oversee day to day process execution, including Request and Incident queues
• Produce and annotate incident reports following major incidents and availability issues
• Provide training and ongoing education to end users and technical personnel.
• Designed a disaster recovery alternative and processes to guarantee high Availability Management.
• Made recommendations and designed the hardware platform to increased production efficiency
• Identified trouble areas, troubleshooting & resolving them before becoming problems
• Examines Incidents and Problems in jeopardy of missing service agreements

Confidential, COLUMBUS, GA

SENIOR DEVELOPER

• Analyze requirements gathered via TSYS’ focus group and design processes to meet those requirements
• Implemented Request, Incident, Change, Problem, and Service Desk Management
• Tailored Incident management process with strong emphasis on restoring normal service operation as quickly as possible and minimize adverse impact on business operations
• Provide customers with consistent high quality experience during Incident Management fulfillment
• Improved IT staff satisfaction with the overall Incident, Change and Request Fulfillment process
• Define and coordinate KPI measurement to drive continued improvement for business operation
• Use Incident Management to provide input for Problem, Knowledge, and Change Management processes
• Analyze KPI’s to determine trend
• Communicate with TSYS customers with updates every hour or as addressed in SLS during outages
• Responsible for recording events throughout critical Incident, Change and Problem management
• Validate resolution of Major Incidents, and notifying management and all external parties of resolution
• Provide training and support to TSYS’ Clients, both internal and external
• Created documentation for new users and the Service Desk for compliance with ITIL standards
• Applied practical working knowledge of the ITIL processes to real-world business problems

Confidential, Atlanta, GA

Supervisor- Service Desk and Incident Manager

• Provide the highest level technical customer support (proactive and reactive) for Mission Critical High-Availability Services and Customers.
• Responsible for engaging, escalating and communicating with cross-functional groups within and outside the firm
• Provide support to a broad range of products in a complex High- Availability, distributed configured business environment
• Analyze and review firm’s system configurations (operating system, patch level, firmware, hardware revision control data) and make recommendations for continued business improvement
• Provide direct
• support remotely to recover from complex critical business production outages and problems within contractual timeframes; provide failure analysis and solutions
• Document and provide training on Incident activity, technical analysis, technical processes and procedures
• Participate in problem reviews, such as open/closed calls and monthly/quarterly customer meetings
• Manage Service Desk personnel (on-site and remote), assigning tasks, mentoring, reviewing resumes for new hires, setup new policies and procedures, analyzing fiscal period budget, researching/recommending new software and team building for the Atlanta, New York, Houston, London, and Washington DC offices.
• Served as a team lead in Windows 2000 Rollout Project. Migrated workstations to Windows and Exchange 2003. Also, directed training guidelines geared to increase analyst’s efficiency.
• Implemented Incident Management process which involve the restoration of normal service operation as quickly as possible thereby minimizing adverse impact on business operations, and ensuring that the best possible levels of service quality and availability are maintained
• Reduced customer call abandon rate from 10% to an average below 2%
• Reduced staff from13 to 10 while maintaining world class customer service status (a savings of over $200k annually in salary, bonuses, and benefits)
• Improved retention of analysts from 14 months (industry standard) to an average of over three years
• Implemented standards geared toward boosting customer service and customer confidence
• Introduced Asset Center to the firm as an inventory-tracking tool, which saved over $2M in managing legacy computer systems.

Confidential, Atlanta, GA 

Supervisor

• Supervised 11 LAN and WAN technicians
• Operated as the Technical point person for the Atlanta Technical Service Center
• Handled critical needs of high visible customers
• Project Leader on high profile technical projects for Technical Service Center
• Level 3 technical support at Ceridian
• Project manager for ongoing customer service improvement processes, including system monitoring, configuration, and data transfer
• Trained 7 LAN troubleshooters on cutting edge technology