SUMMARY:

• A highly experienced IT professional holding key positions in change, incident and problem management, operations, data analysis, process improvement, business continuity planning, training, data center and technical support management, process Governance, Risk and Compliance, as well as a business service management liaison I am a very organized and disciplined self - starter with a passion Service Management and who enjoys the daily operation work of change, incident and problem management I am experienced in analysis, improvement and daily operation of service management processes, from the inside out An individual who establishes excellent rapport with IT and business teams providing a healthy, productive and efficient work environment, aligned with strategic business goals and management expectations I am a community minded individual who gives back to the work, educational and local businesses My credo is: “Chasing perfection…to capture excellence”

TECHNICAL SKILLS:

Methodologies: ITIL (V2, 3), PMBOK, SDLC, OpEx, Balanced Scorecard, CMMI, Kepner-Tregoe, Lean Six Sigma, CobIT, MOF, Comparative Analysis (CoAn) (experience & education included)

Standard Tools: Microsoft Office 365 (Word, Excel, Outlook), MS Project, MS Visio, Lotus Notes, SharePoint

Forensic Tools: FSuite, DskImage, DataLifter, QuickView Plus, DiskEdit, File Inspector, Disk Explorer, FTK Tool Suite, Encase (experience & education included)

Business Acumen: Manufacturing, Finance/Banking, Consumer Goods/Retail, Supply Chain/Distribution, Marketing, Education, Transportation, Health Services, Pharmaceuticals, Government, Insurance and Consulting

PROFESSIONAL EXPERIENCE:

Confidential, Lincolnshire, IL

Problem / Change / Incident Manager

• Business and IT Manager, Managing and improving IT / Business processes. Performed the daily process operations in the following areas: Problem, Incident, Change, Governance, Risk and Compliance. Collaborated with process teams and provided training and communications to business stakeholders. Business experience includes: Financial / Benefits
• Reviewed incident, problem and change records for completion and compliance
• Created problem records, chaired PAB and GPRB,
• Developed metrics for the Service Management processes
• Developed training and reference documents and templates and published them in a repository on SharePoint Trained business and IT personnel in new problem management application
• Used ServiceNow ITSM Tool suite
• Created process flows, RACI charts, governance policies
• Created reports for all processes
• Documented processes for business service management
• Lead process improvement team

Confidential, Vernon Hills, IL

Organizational Change Manager

• Business and IT Manager, Managing and improving IT / Business processes. Performed the daily process operations in the following areas: Change, Incident, Problem, Release, Vendor, Configuration, Governance, Risk and Compliance. Collaborated with process teams and provided training and communications to business stakeholders. Business experience includes: Pharmaceuticals.
• Reviewed change and incident records for completion and compliance
• Developed metrics for the Service Management processes
• Developed training and reference documents and templates and published them in a repository on SharePoint Trained business and IT personnel in new change management application
• Used ServiceNow ITSM Tool suite
• Created process flows, RACI charts, governance policies
• Created policies and procedures for IT and non-IT areas
• Documented processes for business service management
• Created project plan for and worked with Vendor for upgrade of ITSM Suite

Confidential, Northbrook, IL

ITSM Process Manager / Sr Change Manager

• Managed several projects and chaired multi-area business meetings promoting process improvement and expediting cost and time saving measures. Extensive work within the Service Design, Transition and Operation areas of ITIL V3 includes: Service Level, Change, Release, Incident, Problem, Configuration Management. Managed area of change coordinators; release coordinators and performed analysis, coordination, reporting and presentation of approximately 50+ changes per week.
• Created process improvements for Change Management (CM) process for Encompass division of Allstate
• Reviewed change and incident records for completion and compliance
• Developed metrics for the Service Management processes
• Developed training and reference documents and templates and published them in a repository on SharePoint Trained business and IT personnel in new change management application
• Authored Change Management process documents for company-wide use Led weekly CRB meetings for IT and business units
• Used both ServiceNow and HP Service Manager

Confidential, Vernon Hills, IL

ITSM Process Operation Manager

• Business and IT Manager, Managing and improving IT / Business processes. Performed the daily process operations in the following areas: Change, Incident, Problem, Release, Vendor, Configuration, Governance, Risk and Compliance. Managed process teams and provided training to stakeholders. Business experience includes: Financial, Retail, Utility, Insurance, Hotel.
• Performed gap analysis for ITIL process improvement
• Performed daily governance operations for change, incident and problem management
• Investigated process relationship between change, problem and incident
• Discussed processes with stakeholders and compiled issues, concerns and expectations
• Developed reports for change, incident, asset, release and problem processes
• Chaired service management meetings with business and infrastructure support groups
• Reviewed change, problem, asset, release and incident records for completion and compliance
• Worked on Metrics and KPIs and reported performance
• Interviewed stakeholders and compiled requirements and expectations
• Created policies and procedures for IT and non-IT areas
• Documented processes for business service management
• Directed off-shore personnel in service management processes
• Created process flows, RACI charts, work breakdown instructions, governance policies
• Trained IT personnel in ITIL methodology
• Analyzed configuration management processes for a major financial company
• Evaluated Vendor data sources for required CMDB repository
• Documented and implemented configuration process for service assets
• Coordinated configuration discovery and modification procedures
• Created problem management process guide for a major financial company
• Performed daily Problem Management activities
• Documented and implemented problem process for critical incidents
• Coordinated problem follow-up procedures
• Chaired problem management meetings with development and infrastructure support groups
• Created User Experience documents
• Created Release management processes for a major retail company
• Performed daily Release Management activities
• Documented and implemented release process for small and large releases
• Coordinated eComm software releases
• Chaired release management meetings with development and infrastructure groups
• Used BMC Remedy and ServiceNow

Confidential, Westmont, IL

ITSM Process Operation Manager

• Business and IT Manager, Implementing process improvements within IT areas. Coordinated, developed and implemented SLAs for IT services with business units. Created ITIL based processes (Change, Vendor and Release Management, Governance, Risk and Compliance) for US Government. Evaluated current service center software and recommended application modifications for process improvement and critical data capture Improving processes and procedures to make current processes more efficient. Assumed roles of both change and release manager Business experience includes: DOD/US Army/USMEPCOM.
• Training team members in ITIL processes and change applications
• Integrating ITIL Service Design, Transition and Operation best practices into current processes
• Reviewed change, problem, asset and incident records for completion and compliance
• Developed reports for change, asset and release processes
• Developed Service Level Agreements for IT services in conjunction with the affected business units
• Created Change and Release management processes for US Government
• Completed gap analysis for ITIL change and release process improvement
• Created policies, procedures and user experience documents for IT and non-IT areas
• Developed a SharePoint repository for process documentation establishing a knowledgebase for Information Technology
• Chaired the CAB meeting for all changes
• Investigated change history for non-compliance
• Managed the Change and Release Management processes for MIT
• Assisted with CA Service Desk metrics and ITIL training
• Created process flows, RACI charts, work breakdown instructions, governance policies
• Participated in Vendor Management solution briefings and decisions

Confidential, Milwaukee, WI

ITSM Business Process Manager

• Lead ITSM Manager, managing client infrastructure projects. Security, data and application integrity and continuity. Performance analysis, business application analysis, audit controls and capacity planning provided. Along with, application support and database administration. Production support and design is, also, a responsibility. Business experience includes: Pharmaceuticals, Local Government, Marketing
• Product evaluation of IT software and hardware
• ITIL gap analysis for Service Transition
• ITIL Service Design, Transition and Operation service offerings for new business endeavor
• IT process evaluation, improvement and implementation
• Business analysis of processes and systems
• Database index evaluation, recommendation and implementation
• Marketing and Sales projects for account managers
• Six Sigma, ITIL V3 and PMBOK classes taken with certifying test scores
• Worked with sale and marketing teams Made sales calls, created service offerings, assisted account managers

Confidential, Vernon Hills, IL

ITSM Business Process Manager / Data Management

• Business Manager, implementing process improvements within IT areas. Coordinated, developed and implemented SLAs for IT services with business units. Established and trained a Data Management Team from non-IT business unit personnel Responsible for all business data. Validated, corrected, loaded and reported on all business acquisition and integrated data. Business experience includes: Medical Services, Manufacturing
• Improving processes and procedures to make current processes more efficient
• Training team members in ITIL processes and change applications
• Integrating ITIL Service Design, Transition and Operation best practices into current processes
• Developed Service Level Agreements for IT services in conjunction with the affected business units
• Completed gap analysis for ITIL process improvement
• Reviewed change, problem, asset and incident records for completion and compliance
• Created policies and procedures for IT and non-IT areas
• Managing team responsible for daily service requests
• Developed and managed processes for ETL of data sources using DTS packages and Access
• Ran Vendor Management software / business meetings and presentations
• Developed a SharePoint repository for process documentation establishing a knowledgebase for Data Administration and user experience documents
• Worked with sale and marketing teams Made sales calls, created service offerings, assisted account managers
• Managed Service Request team and established metrics and policy, process and procedures
• Used ServiceNow and Remedy

Confidential, Vernon Hills, IL

ITSM Process Manager & Data Center Manager

• Technology and Business Manager for two local campuses, including all business units, as well as branch offices in Minnesota, Wisconsin and Michigan Regional Internal Customer Relations Manager, East region infrastructure project and support manager, data center management and security audits. Managed several projects and chaired multi-area business meetings promoting process improvement and expediting cost and time saving measures. Employee restacks, operation center builds and data center moves were among my projects. Extensive work within the Service Design, Transition and Operation areas of ITIL V3 includes: Service Level, Change, Release, Incident, Problem, Configuration, Supplier, Vendor, Access, Asset, Request Management and Service Desk. Managed staff of change coordinators; lead entry, analysis, coordination, reporting and presentation of approximately 350+ changes per week; managed Change Management (CM) portion of the joint CM/Inventory Control (CMDB) project. Processes include: Change, Asset, Problem & Incident
• Created Change Management (CM) process for Home Loans (HL) division of WAMU
• Integrated HL process into the enterprise-wide process and managed enterprise CM
• Co-managed data centers in Vernon Hills and Milwaukee with DCM VP
• Inventoried and managed business and data center assets and performed quarterly security audits
• Established Regional Technical Operations Center (RTOC/NOC) in Vernon Hills
• Single point of contact for all technical and facility issues at the Vernon Hills and Milwaukee campuses, plus several Midwestern states
• Authored, coordinated and implemented Regional Duty Manager (RDM) process Established RDM training and trained new RDMs, resulting in a standardized enterprise-wide process, substantially improving both efficiency and productivity
• Reviewed change, problem, asset and incident records for completion and compliance
• Directed incident management activity for: Applications, Network, Infrastructure, Back Office Support, Service Desk, Procurement and Facilities
• Managed the design, scope and population of the Change and Configuration Management systems software project This includes: stakeholder meetings, requirement gathering, project management and milestone status reporting
• Participated in the design, scope and population Service Asset and Configuration Management Database project
• Evaluated and recommended Incident and Problem Management process improvement and functionality
• Monitored, classified, escalated and expedited Incident and Problem Management tickets for all IT technicians performing customer service delivery for desktop support, applications and server support
• Responsible for enterprise-wide Vendor / Supplier Management process which implemented process improvements that directly affected and fed into monthly customer service metrics for the executive dashboard
• Responsible for the Asset Management Remediation project which identified assets against maintenance agreements and saved and recouped over 1 million dollars, in maintenance fees for Washington Mutual
• Worked with and helped develop Request Fulfillment and Asset Management policies for Procurement
• Developed Internal Customer Relationship Management database, forms and reports for MW Region
• Authored Change Management Corporate Policy establishing one complete process document for company-wide use Led weekly CRB / CAB meetings for IT and business units
• Led implementation of Remedy Change Management System, updating old mainframe version to web-based ITIL compliant system, improving visibility and assuring enterprise-wide usage Managed third-party application development
• Developed metrics for the Service Management processes and reported these metrics to the Senior VPs
• Developed training and reference documents and templates and published them in a repository on SharePoint Trained business and IT personnel in new change management application
• Managed Vendor Management process; Chaired Vendor / Business meetings
• Created process flows, RACI charts, work breakdown instructions, governance policies
• Used Remedy and IBM manual process