Senior IT Consultant Resume Charlotte, North Carolina - Hire IT People

SUMMARY:

An analytical and results-driven IT professional with a demonstrated track record of achievement in IT service management (ITSM and ITIL) assessment and implementation, service and ITSM architecture, project/program management, Business Analysis, Agile/SCRUM methodologies, budget management, service cost modeling, and service-level management. Proven aptitude in risk and compliance management, ITSM and PMP training, software development lifecycle, needs assessment, vendor relations, proposal writing and ISO 9001, 20000 and 27000 Implementations. Extensive expertise working across various industries, including finance, higher education, technology, non-profit, federal contracting, and retail/eCommerce.

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, North Carolina

Senior IT Consultant

Responsibilities:

Working with all levels of stakeholders to understand requirements and develop architectural diagrams and definitions to enable a clear understanding of conceptual, logical and physical views of the solution.
Tasked with developing an integrated approach for inter-department coordination. This entails defining and documenting processes, roles & responsibilities, triggers and outputs to streamline and enhance architectural service offerings.
Providing leadership in developing Architecture as a Service model from planning, developing a project plan, through implementation.

Confidential, Ashburn, Virginia

Associate Director, IT Service Management

Responsibilities:

Worked with senior management to develop and implement strategic roadmap for ITSM initiatives such as service portfolio maturity, service monitoring and event management, configuration management maturity, and ITSM tool and process maturity.
Interfaced throughout all levels of the company, acting as the conduit between senior management and operational staff.
Worked with other senior managers to develop budgets for department.

Confidential, Vienna, Virginia

Deputy Program Manager and Chief Architect

Responsibilities:

Functioned as deputy program manager and chief architect on NOAA National Service Desk (NSD) project to consolidate help desks into single ITIL-based service desk utilizing ServiceNow. Designed solution and led technical implementation, including working closely with customer on discovery and business analysis. Delivered National Service Desk (NSD) project on time and on budget under aggressive timetable, using hybrid agile and traditional project management methodology and allowing for development of long-term milestones while still showing progressive results allowing for course corrections as needed.
Evaluated technical and business requirements and identified, documented, and implemented governance such as SLAs, policies, and procedures.
Worked with vendors and developers to deliver solution.

Senior ITSM Manager

Responsibilities:

Consulted customer-facing projects regarding service management initiatives, including assisting existing operation efforts as well as architecting new service desks, utilizing technologies such as ServiceNow, BMC Remedy, and Serena ITSM.
Developed service catalogs, created practices and processes, ensured consistency of ITSM policies and procedures across customer projects, and developed SLAs for customers such as NOAA, Department of Energy, DISA, and FAA.
Supervised internal development and infrastructure teams, including network, database, storage, and virtualization platforms.
Worked with senior management in prioritizing and managing multiple concurrent, highly visible internal projects utilizing agile (SCRUM), traditional PMI, and hybrid project management methodologies.
Provided strategic guidance for organization, acted as technical trainer for ITIL foundation and intermediate classes, assisted with proposal writing, set strategic goals aligned with vision of business, and developed project plans to achieve strategic goals.
Oversaw service-level management, including creating, monitoring, and reporting on service-level targets/agreements against service-level achievements.
Contributed on proposal writing as SME, interfaced with senior management and customers, coordinated and managed relationships with partners and vendors, and oversaw evaluation and procurement of tools and services.

Confidential, Seffner, Florida

eCommerce Service and Operations Manager

Responsibilities:

Managed multiple concurrent projects and assisted with budget development for eCommerce
Developed and maintained business and IT processes, procedure and policies
Developed service-level targets and service-level agreements
Managed various consultants and contractors and coordinated interdepartmental relations

Confidential, Washington, D.C.

Web Operations Manager

Responsibilities:

Administered IT budget.
Oversaw site and search engine optimization.
Interfaced with clients and customers.
Prepared weekly and monthly analytics reports for executives.

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Senior It Consultant Resume

Charlotte North, CarolinA

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