QUALIFICATIONS PROFILE

• Accomplished IT Service Management professional, with more than 15 years of comprehensive information technology experience, and hands-on skills in IT Operations, change management, release management, service catalog and service asset and configuration management, utilizing ITIL v3 best practice framework.
• Proactive and dynamic Leader, results-driven business leader with hands-on expertise in the design and implementation of core IT business processes that meet business needs. Provides leadership, direction and oversight to on-shore/off-shore staff. Ability to manage competing priorities under tight deadlines. A self-starter whose able to work independently, as well collaboratively.
• Effective communicator, Strong written, oral and interpersonal communication skills. Effective leader who thrives under pressure. Possess strong organizational, technical, problem-solving , managerial, and leadership qualities.

CORE COMPETENCIES

Technical Leadership IT Service Delivery Continual Service Improvement Performance Improvement KPI / Metric Reporting Strategic Planning, Goals Measures IT Service Management ITSM Change Management Business Relationship Management Service Transition Project Management SACM Release Management Tool Solution Optimization IT Operations Impact Analysis Risk Assessment Mitigation SOX / COBIT / PCI Compliance Cross-Functional Team Leadership Process Design Efficiently Effectiveness

PROFESSIONAL EXPERIENCE

Confidential

IT Manager - IT Service Management

• Managed onshore/offshore IT technical staff, lead the strategic organizational development, design and delivery of IT Services ITSM for change and release management
• Manager responsible for core ITIL business processes within IT Service Management
• Spearheaded the implementation and deployment of global common processes, policy procedures
• Provided leadership and direction to cross-functional team
• Change enabler responsible for promoting and driving change adoption across the IT organization.
• Managed project change initiatives and release deployments.
• Performed monthly KPI metrics reporting
• Served as one of the primary escalation point for failed implemented changes.
• Primary enabler for the change adoption process
• Ensured adherence to regulatory compliance, internal/external audits
• Performed software release readiness planning activities for web-application deployments.

Confidential

IT Manager - IT Service Management

• Provided strategic and expert oversight to on-shore/off-shore team in creating ITIL v3 business process design and documentation in support of the strategic business outsourcing transition initiative. Key member of BSO team responsible for driving change adoption across the organization. Lead the organizational design and delivery of IT Services ITSM for change and release management.
• IT Process Owner accountable of process efficiency, effectiveness, governance and adherence.
• Primary change enabler responsible driving change adoption across the IT organization.
• Reduced the number of Emergency request for change introduced into the managed environment by 20 of the total volume of changes.
• Developed the annual Strategic Roadmap for IT change and release management.
• Produced weekly/monthly KPIs, balanced scorecards and executive dashboard for CM RM for IT leadership team.
• Conducted quarterly Process Maturity Assessment.
• Ensured policy and process adherence working in conjunction with IT governance, regulatory standards compliance departments.
• Conducted quarterly Process Maturity Assessment.
• Provided reporting of SLAs and OLAs and baseline measurements provided continuous upkeep on baselines to ensure SLAs and OLAs are met per agreement with the business.

Confidential

IT Compliance Analyst

• Accountable for the IT compliance policy and procedures for change management. Responsibilities include ensuring all hardware and software changes are tested and pass rigorous Quality Assurance Testing test cases prior to deploying into production, assessed and reviewed functional design specification and technical design specifications for accuracy and completeness. Conducted risk assessments, resolved general computing control risks requiring remediation with internal/external auditors in a timely manner.
• Prepared quarterly SOX verification audits. Worked closely with corporate finance, internal/external auditors to ensure the SAP financial application are in compliance with government regulations: Sarbanes-Oxley SOX 404, General Computing Control and Objectives COBIT .
• Conducted Continual Service Improvement CSI enhancements to both tool and processes to for proper alignment with business needs and requirements.
• Improved IT Service Management enterprise-wide to promote process standardization using industry best practice standards or ITIL v2 framework.

Confidential

ITIL Manager Technical Consultant

• ITIL Manager responsible for implementing ITIL v2 best practice for the Oracle 11i upgrade project enterprise-wide.
• Facilitated the CAB meeting and published the Forward Schedule of Change calendar.
• Authorized and prioritized software and enterprise infrastructure changes.
• Scheduled and coordinated monthly code deployments and releases.
• Established and maintained the monthly maintenance freeze window.

Confidential

IT Change Management Analyst Technical Consultant

• Technical IT Consultant responsible for coordinating with the implementation of IT shared services within the Walt Disney Company business units.
• Facilitated the biweekly change advisory board meetings.
• Supported and coordinated efforts in the delivery of shared services model within information technology at Walt Disney Parks and Resorts, ABC Television and various other Walt Disney Company business units.
• Documented change management process policy and procedures.
• Conducted knowledge transfer meeting and training to less experienced staff.
• Accessed risk and impact of change requests for back out/rollback plan, testing and validation.
• Scheduled stakeholder meetings to discuss enterprise-wide change impact.

Confidential

Change Control Analyst

• Change Control Analyst for the PeopleSoft ERP Common Management System CMS system at California State University, Office of the Chancellor's twenty-three state-wide campuses.
• Facilitated the weekly Change Advisory Board meetings
• Managed and implemented the change control process to mitigate risks and ensure stability in the production, development and testing environments.
• Prepared the weekly Forward Schedule of Change calendar
• Assessed change requests and communicated potential risks.
• Coordinated and communicated daily scheduled and monthly maintenance outage window
• Ensured that all change requests have obtained necessary approvals prior to deployment into production.
• Worked closely with dba's, PeopleSoft HRMS system administrators, IT Service Desk, IT Operations infrastructure and Network Operations teams.

Confidential

Production Acceptance Coordinator

• Data Center Production Acceptance Coordinator primarily responsible for providing daily status report updates to the IT Executive Management Team on the status of the organizations 24/7/365 data center operations and availability. Worked closely with IT Operations to report on any failed outages impacting IT infrastructure systems, database, application or Networks. Provided
• Accountable for the support and improvement of IT processes related to various aspects of IT Operations
• Facilitated the Production Status meetings and reported outages to IT Leadership.
• Performed root-cause analysis on all request for change that resulted in known service interruptions affecting developers, testing, pre-production, staging and production environments.
• Worked closely with internal IT auditors, business analysts and Sarbanes-Oxley SOX auditors to provide supporting documented evidence of testing.

Confidential

IT Operations Analyst

• IT Operations Analyst for a major utility company located in San Diego, CA. Computer Operator in a large IBM Mainframe MVS OS/390 environment utilizing TSO/ISPF and JES3. Resolved system JCL abends. Monitored the IBM MVS 0S/390 mainframe, Intel and Unix servers.
• Scheduled production batch processing jobs using BMC Control-M Scheduler.
• BMC Control-M batch processing job scheduler.
• Monitored nightly production batch processing.
• Interacted with system programmers and applications support analysts.
• Executed CA-Endevor and MKS ad-hoc program source code migrations.
• Prepared daily/monthly reporting metrics for system availability.
• Change Management coordinator for data center activities e.g. UNIX, Wintel and mainframe platforms.
• Data center Project Coordinator for Disaster Recovery testing.

TECHNICAL SKILLS

Microsoft SharePoint, HP Service Manager 6.2, BMC Remedy ITSM 7.5, Microsoft Outlook, .Net, IBM Mainframe MVS OS/390, VTAM, Lotus Notes 6.5, Unix O/S Sun Solaris, Linux, Unix , Business Objects, PVCS / MKS version control, JES2/JES3, CA Scheduler, BMC Control-M, BMC Atrium CMDB / ADDM, BMC BladeLogic, Microsoft Windows 7, Microsoft Suite Word, Excel, PowerPoint , Serena Team Track, Project Management Agile / Waterfall / SDLC , SaaS, Cloud Computing, PaaS