Summary:

Accomplished Technology Manager with extensive experience in: ITIL Service Management, Release, Change and Configuration Management, Project Management, Technical Writing, QA Testing and IT Procurement. Additional experience as a Systems Analyst, ISO lead Auditor, Quality Assurance Manager, Editor and Teacher. Ancillary experience with audit Federal, external, internal , Regulatory Compliance and Risk Management. Eleven years as a Senior Technology Manager for the second largest Trust in North America. ITIL Specialist for the largest Grocery store chain in the US. ITIL IT Change Manager for a major railroad. Led the ISO 9000 certification effort for the largest Credit Card plant in North America. Editor at the best selling magazine in the world. Adjunct Faculty in the California State University System. Highly analytical, metrics driven, strategic and tenacious while focused on creating value and building lasting partnerships. An adept negotiator and mediator, with a reputation for effecting win-win scenarios and gaining consensus among parties with diverse motivations.

Areas of Expertise

Career Progression

Confidential

Senior Technical Writing

Providing effective leadership and management during significant outage situations to ensure recovery is achieved as quickly as possible. During incidents, delivering clear and concise notification to all relevant stakeholders of the incident, the strategy used to correct the problem and the expected return to normal operations. Conducting the daily production meeting discussions and Post Incident Reviews related to all production incidents.

Confidential

ITSM Process Consultant/At Zoetis Pfizer

Lead the design and development of the Zoetis core Service Catalog and all related process workflows and supporting documentation. Responsibilities: Lead the effort to identify Zoetis Service Catalog and those items to be offered via Self-Service and/or Request Process work will include design through full implementation . In partnership with BT Risk Management and Compliance Office as well as with the ServiceNow Vendor, lead the delivery of the Zoetis CMDB relationship model and data mapping. Work with BT teams applications and infrastructure to identify all integration points with related systems, i.e. Identity Management System, Risk Management

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Confidential

Availability Manager/Analyst at Vanguard

Providing effective leadership and management during significant outage situations to ensure recovery is achieved as quickly as possible. During incidents, delivering clear and concise notification to all relevant stakeholders of the incident, the strategy used to correct the problem and the expected return to normal operations. Conducting the daily production meeting discussions and Post Incident Reviews related to all production incidents.

Confidential

ITIL IT Change Manager at CSX

Lead the ITIL IT Change Management effort. Directed the weekly CAB meeting and monitored all IT Changes at CSX. Assisted with the effort to migrate the Service Desk and ChangeMan to the IBM MAXIMO application. Further incorporating the discovery tool to continue to mature the cCMDB. I was brought in initially to created a GAP analysis review of the CSX IT Change Management Processes with ITIL evaluation and maturity assessment. After presenting the report, I was asked to stay on and implement my suggestions and observations. Many of these suggestions were incorporated into the Production environment within 90 days.

Confidential

ITIL Service Management Specialist at Delhaize America

Created the Service Design Packages for core systems. These packages included: complete documentation and VISIO diagrams of all Service Details, complete Service Configuration Models, Services Topology, Service Impact and Owners, Warranty Exclusions, Maintenance Windows Matrix and Responsibilities. After establishing appropriate monitoring, baselines were established and after Service Level Objectives SLOs were negotiated between the Service Owner and the appropriate IT Departments supporting the system s .

Confidential

Senior Technical Writing/Editorial/Content Management Consultant - Project Management

Provide technical writing editing, management and support of multiple on-going, interdependent projects, and marketing efforts that support the growth of Current Innovative Solutions. Serve as a key liaison and support resource for the functional areas of the team including: sales, business development, project execution, management, and business technical process development.

Confidential

Senior Technology Manager - OAG Operations and Automations Group

Change Control and Configuration Management: Established Change Management processes that are considered IT best practices ITIL/ITSM . IT environment: 1200 servers not including VM servers , 700 branches, 1200 ATM's, SANs and other backups storage and hundreds of back office applications that require support, upgrades and monthly patches. Previously these functions were outsourced, re-established in house in 2000.

Designed a Change Management process and application where Change Requests were submitted for review and approval. Including: project management, all acquisitions, patch management upgrades. Process changes are credited with lowering Change related problem tickets by >30 bank wide. Generated metrics for Changes monthly report , broken out by Network, Server, Firewall, Applications, SAN/Storage and third party vendors with total numbers, success/failure and comparison to the previous year's metrics provided monthly . Established a post mortem process for Changes that generated help desk tickets. Accommodated federal auditors, external auditors and internal audits OTS, E Y, PWC , by providing required regulatory materials, documentation and records as requested.Worked closely with IT Security, Risk Management, Disaster Recovery Teams and Engineering to meet security criteria and Federal regulations such as SOX . Created and led the weekly Change Advisory Board CAB meeting, averaged 1000 changes a month Migrated from homegrown Change system to a more robust ITIL based system. Designed the module BMC - Service Desk Express , performed QA, created training materials, documentation and gave the training classes for the new application. All CM processes and exceptions were clearly defined and included in the documentation. Established appropriate communications between IT groups, third party vendors and business units so sufficient advanced notice was given for all IT changes. Ported data from homegrown Change application, other IT tools ORION, SMS etc. , and PeopleSoft to BMC Helpdesk application to create a CMDB Configuration Management Data Base .

Confidential

Successfully implemented IT Procurement Asset Management processes. Previously these functions were outsourced, re-established in house in 2000.Designed IT Procurement Asset Management process flows. Directed OAG annual spend of 12 to 15 million a year for hardware software. Successfully re-negotiated contract with Microsoft new agreement allowed a realized savings of > 300,000.00 the first year and an upgrade for all of our SMS agent licenses at no additional cost. Established a competitive environment for vendors. Created redeployment process for IT equipment resulting in a 20 reduction in inventory. Standardized IT orders approved server builds, PC builds, network gear , for Project Managers to gather cost estimates for project estimates and continuity of orders. Initiated a certified secure disposal of old IT assets that generated more than 30,000.00 a year.

Confidential

Initial QA/Configuration priorities focused on preparing the bank for Y2K.

Assisted with developing testing methodology and evaluation criteria for the project. Met quarterly with the OTS representatives to present status updates. Trained to use the Mercury Interactive Testing Suite to develop scripts for testing. Revised and tested the Disaster Recovery Plan within the structure of the overall Business Continuity plan.

Confidential

Quality Specialist - The largest supplier of VISA MasterCard cards in North America

ISO 9000 Lead Auditor/Technical Writer

Primary liaison with the Registrar Documented SOP's. Flow charted system processes. Created manuals for newly purchased machinery.

Confidential

Technical Writer

Devised appropriate tests to insure software met TV Guide specifications. Documented all editorial procedures and trained the TVGOS Editorial staff.

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