Summary

Versatile technical business professional BSM Information Technology Infrastructure Library ITIL v3 ITSM Project Manager Six Sigma Black Belt with 12 years consulting in project management, metrics design reporting and data analytics experience in the management of the design, development integration of the ITSM Availability Initiative framework within the CTO ITSM business at The Hartford Financial Services Group that involved the integration of the BMC ProactiveNet Alerting Monitoring Solution. Advanced analytics experience with the ability to unlock the multitude of data elements to gain critical and valuable strategic insights for executive dissemination and business decisions.

Profession Project Management Skills:

Proven ability to interact and perform in many different cultures Middle East /business/industry verticals such as, FAA, NASA Space Program, DoD - U.S. Foreign Military Turkish, British, French , Canadian Consulate, Property Causality Insurance, Wealth Management, Healthcare Insurance, Aerospace, Government Civilian Contracting and U.S. Marine Corps Leadership.

Areas of Expertise

• Business Service Management, BSM Six Sigma Black Belt Certified ITIL v3 Planning, Protection Optimization
• Project Management Experience IT Service Management, ITSM Certified
• Business Process Improvement, Lean Vendor Management Relationship/Engagement Accountability
• Managed Services Consulting Practice Governance
• Metrics Design Reporting Root Cause Analysis Diverse Business Acumen

Professional Experience

Confidential

Managed Services ITSM ITILv3 Lead:

Reporting to the Director of Strategic Sourcing Management the accountabilities include:

Accomplishments - Implemented operationalized Managed Services day to day support for 55 Applications using ServiceNow as the ITSM tool to enforce and track the critical SLTs Partner performance

Act as a change agent by working with the IT and Business Unit leadership teams to identify, recommend and implement transformational sourcing models based on business needs Establish and communicate vendor governance standards, procedures, and tools for use in selecting, directing and managing relationships with third parties Consult with IT teams on the construction and ongoing maintenance of their vendor engagements Develop and execute on the strategic sourcing strategy to support day to day processing and all related administrative support activity in accordance with the team's policies and procedures Participate in and lead, projects to create, improve, or standard processes that support vendor operations in a global delivery model Analyze and manage to resolution vendor issues escalated by internal teams Execute on relationship management strategies by which vendors are evaluated, selected and managed in accordance with established guidelines and best practices RFI/RFP, Scorecards, Performance Metrics, escalation/response processes, etc. Define and track quantifiable measures of success for the team Investigate, propose, and implement tools and processes to automate vendor reporting Develop, improve, and report on measures of vendor performance Partner with CareFirst IT teams to perform spend analysis and identify savings opportunities Work closely with compliance, procurement, and legal to ensure vendor programs comply with policies and vendor agreements conform to CareFirst best practices

Results Recognitions:

Recognized at the CTO town hall for the successful implementation of the Managed Services day-to-day application support maintenance program

Confidential

BSM ITSM ITILv3 Project Manager

• Identified gap analysis of current state ITSM processes design and designed to be state solutions within 30 days obtaining Business IT ownership approval and improved process flows eliminating waste Lean
• Responsible for the Stakeholder communication strategies and status/metrics reporting that supported escalation of risks and increased project awareness 100 to all critical stakeholders
• Designed a version controlled artifact project repository on SharePoint resulting in improved quality control of document retention improving the quality of the project artifacts
• Management of the project scope, identifying critical path schedules, managing and elevating risks Issue/Risk Logs and deployment of risk mitigation strategies throughout the Project lifecycle
• Project Management Support of the Enterprise IT Service Management EITSM Practice Business Service Management BSM BMC Proactive Operations Model PoPs Service Impact Model IT Availability Initiative.
• Member of the Center of Excellence CoE team responsible for the implementation of the BMC Proactive Operations Model PoPs that establishes well defined ITIL policies, procedures, processes and governance to manage the full lifecycle of 'Service Instrumentation' which includes identifying the service, modeling of the service, defining the monitoring Monitoring what Matters , building, deploying and post production processes for all targeted mission critical applications in the business portfolio ahead of schedule
• Accountable for the implementation of the BMC BSM BPPM project success metrics that illustrated the strategic objectives of the reduction of incidents by 33 and a reduction of MTSR by 20 have been achieved and surpassed driving IT availability to a constant 100 since implementation
• Responsible for the successful design implementation of an automated standard Availability Management Monthly Availability Report with key Availability metrics: Availability , Lost User Minutes, MTBF, ,MTRS, MTBSI, Downtime Hours, Cost of Unavailability

Results Recognitions:

September 2011: Recognized for successful delivery of a critical Summit 1 Objective in support of the BMC Proactive Operations Model PoPs Project: Top Tier Application 94 Mappings for the ADDM Tool

Project Manager Confidential

Production Engineering Process Architect responsible for the development integration of best practices and process improvement designs that adhere to the Six Sigma Process Improvement Framework Methodologies PMBOK concepts in support of the Application Delivery Life Cycle, SDLC.

Project Manager Confidential

Supporting the CIO Transition Support Team of the Sourcing Program Office in a project manager role managing multiple Work Breakdown Structure WBS projects for timely completion of all project tasks that are associated with an alternative off /on/near shore RBAC sourcing engagement.

Project Manager Confidential

Internal consulting role with The Hartford HTSC BPM Portfolio. Objective was to provide engaged clients a big picture perspective that considers the connections between people, process and technology and how these factors need to be aligned with the strategic goals of the business utilizing Six Sigma Process Improvement Framework DFSS / DMAIC.

Confidential

Project Manager

• Project managed various high-level business-wide projects Commissions / Sales Marketing with the focus on business processes improvements and the identification and realization of business benefits related to the root causes of the determined business defects. The key objective is to diagnose process improvement opportunities for business problems and to develop fully integrated solutions using the principles of process excellence / Six Sigma and standard tools.
• Additional Technical Experience: Aerospace 1979-1999 Lockheed Martin, NASA Space Shuttle Program, FAA A P Mechanic Environmental 1992-1995 VBR USAFE Turkey-ECAMP, US Test, Universal Engineering-Impact Assessments

Affiliations Awards

CareFirst Excellence Appreciation Award: Managed Services Implementation,

• BMC ProactiveNet Solutions: BPPM, ADDM, TM-ART, EUEM, BMC Dashboards for BSM, Remedy 7.1 and 7.6
• IT Monitoring Tools: BladeLogic, LogLogic, Tealeaf, Symantec i3, IBM BAC Dashboard The
• Hartford Movers Shakers IT Awards 2
• TeamWorks Lombardi Software BPMN Task Workflow / Simulation training, 2005
• Black Belt Certified / Master Black Belt training UnitedHealthcare Operational Excellence, 2004
• MoreSteam Six Sigma Black Belt Training Web Based, 2004
• Fulcrum Mergers Acquisition Seminar, 2000
• Robert Stone Associates Team Development Leadership Seminar, 2000