Objective: To work with an excellent team as a technology architect leveraging my IT service management and technology skills.

Strengths:

• Twenty years of IT technical, managerial, and leadership experience thirteen of those years exclusively focused on ITSM education and consulting. Six additional years of military service
• Leading IT Service Management transformation projects for Fortune 100 companies developing and implementing ITSM roadmaps, producing work effort assessments for RFPs, and facilitating organizational change
• Conceptual design of Enterprise IT Management solutions based on Industry best practices and premier tool sets BMC/Remedy, ServiceNow, HP Service Manager
• Design and implementation of Self Service Solutions and Service Catalogs using BMC Remedy/SRM.
• Expertise in IT Management: Incident, Problem, Change, Release, Configuration Management Service Level, Financial, Availability, Capacity, Service Continuity Management
• Experienced ITSM trainer: MOF, ITIL Foundation, Practitioner, Service Manager, Intermediate Courses
• Extensive communication skills including: C-level, sales, education, strategy, execution, organizational change
• Deep technical background with a wide assortment of technologies provides the ability to drill down into detailed business/technical requirements and produce architectures and roadmaps
• Proven leadership level experience in a Fortune 50 company with enterprise responsibility for service management

Additional competence in:

COBIT, Six Sigma, Operational Risk Management, Value Chain Analysis, Balanced Scorecard

Professional Experience:

• Lead ITSM related projects large and small for some of the largest companies in the world with accountability for people, budgets, and project results. Worked with client account teams to develop further business, contributed to RFPs, and created ITSM IP for Accenture use. Devised strategies for ITSM adoption. Created Roadmaps and lead global process design efforts. Designed, architected, evaluated, and implemented ITSM tool sets REMEDY, HP Service Manager, Servicenow.
• Staff Augmentation role as Lead Architect with State Farm Insurance Company. Held enterprise responsibility for strategy, direction, and architecture for service management including budget development, project governance, leading people, setting direction, working with directors and vice presidents, vendor management, service management suite deployments, compliance, and senior ITSM SME. Worked daily with two functional directors to deliver enterprise wide service management, with twenty plus managers and 300 staff. Architectural lead for HP Service Manger upgrade and in-depth Servicenow evaluation.
• The SF role was a public and highly visible role where my association with the client is and was public knowledge

Ran all aspects of the business including sales, delivery, and back office support. Developed an accredited ITIL training program, partnered with other companies to deliver ITIL training and consulting, wrote three books on IT Service Management, successfully and profitably self-published two of the three. Created and delivered certified and non-certified training and awareness courses. Consulted with and trained C-Level executives. Contracted as an Examiner with APMG contributing directly to the Service Manager Bridge Exams and indirectly to several other exams. Contracted with EXIN to review and create English language ITIL Foundation exam questions. Co-developed a graduate program in ITSM at the University of Dallas. My book was used for that course and at other universities around the world. I coached the instructor through the first delivery of the initial course and was a member of the steering committee. Worked with the itSMF Academic Committee to develop and facilitate the annual academic conference.

• As a Solution Architect I helped Enterprise customers improve their management of existing technologies through implementation of operational best practices toward the following goals:
• Implementing strategies that better align technology activities and expenditures with the creation of value
• Designing service improvement projects that significantly increase ability to manage existing technologies
• Realigning IT activities and integrating technology silos with the larger vision and purpose of IT and the business
• Increasing effectiveness of core IT processes such as responding to incidents, resolving problems, and managing changes
• Leveraging efficiencies to begin proactively improving IT service delivery and business perception of IT
• Improving understanding of IT costs and allocating costs to IT services delivered to the business
• As a Technical Account Manager for Microsoft I was responsible for the ongoing support relationships for Premier Support customers. My primary responsibility in this capacity was to ensure my customers experienced a quality support relationship with Microsoft.

Supported 2 divisions for fortune 500 wireless technology company, sysadmin 600 800 workstations. Experienced first-hand the importance of process in large complex IT environments. I worked through the difficulties of poor change control and IT group silos. Built bridges across silos and negotiated informal SLAs. Was an advocate for a more integrated and managed IT infrastructure.

Supported fortune 100 customers integrating NetLOCK IPsec compliant, packet level network encryption software into enterprise networks. Diagnosed and replicated customer problems in complex TCP/IP and IPX network environments. Set up multiple sub-nets in a laboratory environment and configured NT, Solaris, and HPUX multi-homed machines to route to these sub-nets in conjunction with Cisco routers. Voting member of the Software Change Request Review Board. Reviewed and authored end user documentation and provided in house NT technical support to developers and Quality Assurance technicians. Developed web based documentation using Front Page and MS Personal Web Server

Turned around a disorganized, out of date network environment, in two separate companies, which was heavily dependent on the network administrator for routine tasks. Organized daily activities, trained non-technical staff to do routine activities, trained IS assistant to do semi-technical routine duties, prepared for and drew up plans to upgrade critical systems. After three months daily operations were running smoothly, upgrade plans were postponed due to cash constraints, and IS activities were turned over to a part time IS contractor.

• Recruited by direct sales/multi-level marketing company that was experiencing 50 growth per month for three months in a row. Purchased and installed new workstations, upgraded network systems, optimized existing business software, drafted an inventory control plan that effectively utilized strengths of existing software, isolated questionable data, reorganized corporate databases. Participated in corporate reorganization plan. Managed computer systems, software development, telecommunications, management reporting systems, and provided support for general operations.
• Integrated SCO UNIX with NetWare 4.1 .
• Developed software and procedures for converting data across applications and platforms
• Analyzed multi-level marketing software package inclusive of accounting and inventory functions to determine its operational capabilities and limitations SCO UNIX.
• Worked with multi-level marketing vendor to provide infrastructure and assist in the installation of a voice response system and an integrated on-line credit card server.
• Created new accounts receivable system, which accurately tracked receivables and increased revenue.

• Joined international direct sales/multi-level marketer of herbal and vitamin products as an intern, hired as Network Administrator, promoted to Manager of Computer Operations with responsibilities covering IT services, company-wide. Managed all technology operations as company grew from approximately 6 million to 16 million in sales across six countries.
• Managed an integrated SCO UNIX and Novel NetWare 3.12 network using TCP/IP and NFS. 50 DOS/Windows 3.1, Windows 95, Telnet, WAN
• Devised program to upgrade application server hardware and software to handle 100 increased transaction load moving to a Compaq multi-processor raid level 5 system running SCO UNIX open server 5.
• Developed and implemented custom interface between third party MLM software and third party accounting/inventory software greatly reducing man-hours required to accurately maintain inventory.
• Conducted analysis of current operating systems to determine ways of extracting data from legacy systems and convert it into useful information. Utilized Visual Fox Pro to develop programs to solve specific business problems.
• Assisted in the assimilation of a purchased company. Directly coordinated all technology aspects of the merger and personally supervised consolidating all existing data with a unified tree structure.

Performed post assembly quality control checks on hardware and software in a PC / UNIX manufacturing environment.