SUMMARY;

• Process Analyst ITIL/ Confidential /Project Management
• Responsible for developing IT Service Alignment Model based on Business Requirements
• Developed IT Project Management Plan
• Infrastructure Lifecycle Best Practices ITIL certified and experienced “Functional & Technical”
• Developed Business Continuity and Disaster Recovery Plan in collaboration with Business and IT stakeholder
• Developed Best Practice work flow processes for automating and implementing Confidential Tool such as Remedy, Service - Now, Altriris, and HP-OpenView based on:
• Pain Value Analysis - Identifying the business impact of one or more problems
• Pattern of Business Activity - Workload profile
• Business Impact Analysis - activity in business continuity management that identifies vital business functions and their dependencies
• Service Acceptance Criteria - To ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when deployed

SKILL SET:

• Cisco Routers, Switches, NT, VMWare, UNIX, SOA, and LAN /WAN, SAN & NAS architecture, Frame-Relay, ISDNT1, DS3, VOip, EVPN, MIS, AVTS, IPT, ATM, Call-center IVR, ACD Protocols: TCP/IP, Telnet, FTP, SMTP, DNSSNMP, NFS, RPC, TFTP, TCP, UDP, and ICMP, Routing Protocols: IGRP, EIGRP, RIP, and OSPF. Development
• VB/C# .NET, Web Services & MS-ADDM, ClearCase, Java, Java Script, HTML, XTML,SOAP, C+Key Technologies - Siebel, CVS, EDI & EDIFECS, Oracle & Job scheduler, ICM, SDLC, GSDP, SQL, SybaseSAP, MS Office, Excel, Access, and MS Projects & Server.
• Servicenow, Remedy, HP Service DeskAltiris, HP-OpenView, Confidential -Atrium Discovery Dependency Mapping, IBM-Tivoli Application Discovery
• Dependency Mapping, HP-Discovery Dependency Mapping, Symantec-Altris, Microsoft System Center -
• Orchestrator & Configuration Mgr, Oracle-Automatic Database Diagnostic Monitor, VMware-Application

PROFESSIONAL EXPERIENCE:

Confidential, Framington Hills, MI

ITIL Process /IT Project Manager

Responsibilities:

• Manage client development team to ensure optimal overall performance. Responsible for Confidential technology integration enabling business transformation to Servicenow, Plan Scope Management.
• Collect Requirements.
• Define Scope.
• Create Confidential .
• Collaborate With Service Assets Manager, the ServiceNow Asset and Configuration Applications including Infrastructure Asset Managemnt to manage Assets and Inventory Records.
• Validate Scope and Control Scope.
• Managed, Service Catalog and interfaced with hardware & software vendors using Servicenow Procurement and Contract Management and Expense Line to track costs and point-in-time expenses in addition to Servicenow Project Management.
• Responsibilities also included managing the completion of activities such as Infrastructure Confidential Best Practice for Incident, Problem, Change Control, Release Management.
• And operations acceptance using Confidential and Confidential and implementation of SLA’s and OLA to ensure successful delivery of SOA.

Confidential, Long Island, NY

ITIL/ Confidential Service Manager

Responsibilities:

• Activities related to implementation of Confidential Service Catalog request fulfillment processes Service Catalog vendor SLAs and pricing
• Change Management, Asset Management, Service Catalog related Configuration Management.
• Evaluations of SaaS models - Service-Now and Confidential - Remedy Service On Demand as well as HP Discovery and Dependency Mapping (DDMA), Confidential -Atrium Discovery Dependency Mapping,Tivoli Application

Confidential, NYC

ITIL/ Confidential Process Analyst

Responsibilities:

• Contractor bid for proposal to provide S&P ITMS Framework of Best Practices for on-going Incident Resolution.
• Short-term fast paced requirements gathering, collaboration, gaining clients Business IT Vision, and cross resource silo’s maturity capabilities measurement ( Confidential ).
• Provided evaluation and re-engineering recommendations as required, of work-flow process for Event - Incident - Problem and Change Management in support of Confidential Bid Team Project Management.

Confidential, Warren, NJ

ITIL/ Process Analyst

Responsibilities:

• Colaboration with vendor Project Management for SLA's and targeted performance Confidential & Confidential 's achievements and metric requirements.
• Building interfaces, dependencies and consistency between the IT Service Catalog and IT Service Portfolio
• Developed Best Practices Interfaces and Dependencies between all services and RACI Managers within the IT Remedy Confidential ’s and the CMS Areas of Responsiblities
• IT Services and their respective Service Level Agreements, Underpinning Contracts and Operational Level Agreements (SLA’s & OLA’s)
• Developed Roles & Responsibilities for stakeholders (Business Users & IT Team) to provide critical input process / workflow information through customer developed templates
• Implemented Business Rules for Service Catalog change control process and approvals

Confidential

ITIL Process Analyst

Responsibilities:

• Analyze workflows, design and re-engineered processes to ensure effective and efficient standardization with Best Practice Framework to sustain Business Continuity across the Enterprise and provided Disaster Recovery Planning
• Collaborated with System Administrators for Implementation and socializing across the Enterprise for Windows Networking (switching, routing, DNS, ARP tables, etc.)
• Developed and managed Service Assets ( Confidential ’s) Management Policies
• Collaborated with Q&A on Enterprise Standardization using Confidential Appraisals, ISO and ITIL models across System Lifecycle to minimizing and eliminating resource silo environments while developing improved OLA’s

Confidential, Bedminster, NJ

Sr. ITIL Process Engineer

Responsibilities:

• Developed Process Engineering for Software Development / Designed Teams with ITILv2 process workflows for Managed Vendor Inquiry and Dispute Billing System
• Identifying and resolving critical Incident & Problem MTTR issues by reviewing managed vendor tickets, processes, and Remedy Screen work flows adding, modifying, deleting tasks as continual process improvement to ensure vendor operation in accordance to GM SLA’a and ITIL Best Practices, COBIT and country of record for international locations, using Confidential Vender Relationship Management
• Developed RACI charts for both team resources and system workflow processes that also included stored procedures with the underpinning Remedy Service Modules and developing processes that aligned vendor service elements to business requirements using best practices
• Lead team driving ITILv2 & 3 process integration for hands-on managed and automating critical service support for all Managed Vendor Services using Remedy - Event, Incident, Problem, Change, Release, Service Asset and CMDB Management Modules to assure MTBF, MTTR, for Baselining and Lifecycle Analytics

Confidential, Lyndhurst, NJ

MS Access Developer

Responsibilities:

• Developed an MS Access /MS Project & MS Excel application solution that provided in-depth accountability for project procurement initiation, vendor selection and product acquisition schedules
• Provided senior management monitoring / control through the Supply Chain Procurement Life-Cycle
• Responsible for the client, agent training on MS Access, MS Projects and SharePoint “Team Services” collaboration, for performance reports, status and Gantt Chart/Project Tasks Scheduling. Cognizant of 21 CFR Part 11

Confidential

IT Project Manager

Responsibilities:

• Managed end to end content development and project work, create, execute, monitor, tracked project plan and provided status reports - Implementing processes, tools and techniques used in the project life cycle
• Lead team Development of Software Data Mining Cube processes using Siebel, UML, and RUP along with VISIO diagram for data “slice & dice” search.
• Developed RACI charts for both team resources and system workflow processes which also included stored procedures within workflow process management tools, as well as Business Continuity and Disaster Recovery
• Lead design/ development using WebServices (XML & HTML) Applications & Services API plugins integrated between CRM and CTI platforms, including SDLC methodology, IP Network interface for e- Commerce, Call Center IVR call vectoring, and resource management

Confidential, Oakland, Ca

Sr. Project Manager

Responsibilities:

• Developed Confidential meetings to create required deliverables for all client services projects including requirements analysis, specifications and cost for relocating hosted servers
• Created Post Sales Project Deliverables Reports, including verification checklist of client Confidential Interface, NAT Table, IP Private Addresses details as part of client post sales and product support package