EXPERIENCE SUMMARY:

• 10+ years Process and Project/Program Management, Risk, including Regulatory Risk, ITIL/ ITSM Assessment and Implementation skills, with experience involving full life cycle transformational and migration projects.
• ITIL expert level certified, PMP and Prince2 Practitioner certified. Experienced with SDLC, Risk, Supplier, Governance and Issue Management.
• Implemented life cycle projects using Microsoft Project, Visio, Powerpoint and other Microsoft Office tools. Managed and oversaw large, long range, or multiple projects. Develop project scope, cost estimates, human resource requirements, work plans, time schedules, communication plans, and make work assignments to meet project or program objectives. Establish and monitor program priorities, objectives, and procedures, determining area objectives, targets of service, and resource needs allocation.
• Provides leadership and direction to the functional team so that tasks and activities are coordinated for project scope control, quality control, communication management, change control management, risk management and issue management. Develop, establish and oversee project prioritization process that contribute to the PMO Call for Projects. Manage and oversee work request process. Design and develop the configurations to be deployed on systems using the approved solution assessment to meet customer requirements. Develop and maintains records, prepare reports, and compose correspondence relative to the work. Serves as a liaison between the PMO and the customer/users concerning requests, standards, and other program and project matters. Align portfolio with client and company strategic goals.
• Experience implementing end to end ITSM tools like Service - Now, BMC Remedy, HPSM and CASM. Development methodology based on Lean, Waterfall and Scrum Agile. Projects usually involved migrating from one version to another or from one platform to another. Experience with Sharepoint servers and social media interfaces.
• Incident Management, Problem Management, Root Cause Analysis, Risk Management, Supplier Management, Issue Management, Service Desk Management, Asset Management, Catalog Creation, Change Management, Service Catalog, Service Costing, Request Management, Service Level Agreements, Release and Deployment Management, Knowledge Management, CSI, CMDB design and construction.
• Advised on best practice governance: Cobit, ISO27001, CMMi, COSO, TOGAF, Six Sigma, Basel 2 and Basel 3. Knowledge of GRC tools like MetricStream, BWise and Qualys. Reengineered the mortgage products at Wells Fargo to a stream lined risk based model.
• Well versed in supplier risk and SLA management, HL7, Sharepoint, CMDB Design & Construction, Configuration, Change Management; as well as Service Desk, Incident, Problem and Release Management. Skilled in organizational change management - helping large groups, departments, or units deal with the headaches of adoption of new processes. Setup BU CABs and enterprise CABs to facilitate change management processes.
• Incident and Problem Management roles. Defined thresholds and KPIs that measure when incidents turned into problems. Implemented formal root cause analysis (RCA) to resolve issues at different levels of the organization. Defined a formal methodology for RCA: defining the problem; getting an understanding of it; finding best solutions; implementing best solutions. KPIs used to measure performance included: time to close RCA; number closed every year; percentage effectiveness of solution; cumulative savings created. Documented best practices. Defined roles and responsibilities. Created a known error database that ultimately became part of the knowledge base.

EMPLOYMENT HISTORY:

Confidential, ISELIN, NJ

ITIL /ITSM project manager

Responsibilities:

• Project manager delivering software solutions, usually global migrations or upgrades, based on ITIL best practices and good governance.
• ITSM Service tools included Service-Now(six full life cycle implementations), BMC Remedy( four implementations) and HP(one). Set up change management processes that ultimately updated the CMDB. Set up all the elements of service operations and their management: event, incident, problem, request fulfillment, access control and social media interfaces. Set up a change management module that covered changes to all base line assets as well as all configuration items across the entire service lifecycle.
• Emphasis was on application/database integration, information delivery and subsequent analysis based on different matrices.
• These solutions were successfully delivered within budget and on time to several public and private sector organizations.
• Established and used benchmarks for measuring supplier/vendor performance.
• Created a system for collaboration and supplier development.
• Established control across the extended enterprise.
• Create integrated supplier networks.
• Extended performance management benchmarks to second and third tier suppliers.
• With a transparent, accessible and comprehensive set of supplier information, the firm has been able to monitor suppliers for behavioral changes which contribute to overall stability, including: changes in the supplier’s management team, EPA violations, OSHA incidents, Quality issues, noticeable lags in response time to inquiries, OFAC violations.
• Defined and agreed release and deployment plans with stakeholders.
• Ensured all release packages had a set of assets and service components compatible with each other and recorded accurately in the CMS.
• Ensured all packages were tracked, installed, tested, verified and could be backed out if necessary.
• Manage deviations, risks, issues related to change service and took corrective action if necessary.

Confidential, NEW YORK

Project Manager

Responsibilities:

• Performed Risk Assessments for their Cisco IT Firewall Infrastructure, Web Servers, and Online Business Application.
• Re-Engineered Internet Firewall and DMZ Network Security Infrastructure with add-on deployment of ISA 2006 Reverse Proxy Firewall.
• Developed Disaster Recovery Planning and Testing Documentations. Knowledge of different storage solutions like NetBackup, EMC and others.
• Provided technical support and end-user training to internal and external customers on network, software, and computer systems. Reports done via Powerpoint and Excel.

Confidential, NYC, NEW YORK

Project Manager/ Sr. ITIL Consultant

Responsibilities:

• Worked with implementing or migrating different SFA/CRM packages including SalesForce, Siebel, TeamLab, Microsoft CRM and customized in-house packages. retail, wealth management, mortgage and credit cards. Used Cognos, Business Objects and other custom interfaces to create detailed reports to users and map trends within accounts.

Confidential, ANDOVER, MA

Project Manager/ITIL Consultant

Responsibilities:

• Responsibilities included Firewalls, Network and Systems Infrastructure Support & Risk Assessments Audits.
• Managed customized, secure Intranet/Extranet Application & Messaging Solution Development & Implementation with a team of 40 resources.
• Managed IT Infrastructure Projects for Design, Install and Upgrade for various divisions. Designed, owned and managed the business analysis, development, policies, procedures, controls and standards in support of technology solutions, hardware, software development, infrastructure and support.
• Filled the role of business/technology liaison, tasked with discovering, articulating and driving the strategy and tactics of the global technology solutions with both senior business leaders and the technology teams.
• Established a consistent business analysis process for gathering, understanding and time/resource sizing of business needs.
• Conceived, designed and led a team to build and deploy an internet news delivery product.
• Conceived, architected, developed and deployed a ERP/CRM data warehouse client coverage solution.
• Provided functional knowledge for the development of help desk system, customer relationship management system, expense tracking application, IT changes control process, library management, project management, human resource management system and purchase management system.

Confidential, NYC

Messaging and Compliance Consultant

Responsibilities:

• Work Included expert level advice on enterprise messaging systems, network and systems infrastructure Support & Risk Assessments Audits
• Provided expert consulting services to clients in risk assessment focusing on PII. Interacted and communicated with the clients and external auditors
• Worked as a IT consultant to manage network/ Lotus Notes servers, write different applications.
• Performed all aspects of IT administration and Support on Novell and OS/2 servers, Firewalls, Network Cisco Routers, Switches, and Critical Servers.
• Managed and monitored enterprise network LAN/WAN corporate network, 75 productions servers, and 50 plus ISDN and Frame Relay communications link connections connecting 3 remote locations.