Innovative, experienced, and ITIL Certified Service and Support Professional (Engineering Manager, Help Desk Manager, Major Incident Manager, Problem Manager, Change & Configuration/CMDB Manager). Passionate and quality-focused implementation specialist ( Business Analyst, Help Desk Architect, Process Improvement Specialist and Solutions Consultant) with in-depth knowledge and diverse perspectives related to the planning, development, implementation, administration, maintenance, and ongoing operations of IT support systems in manufacturing and distribution, software development, government, academic, healthcare, and insurance verticals.
Microsoft, Cisco, CompTia Security +, BMC Remedy ITSM, and ITIL Foundation certified (ITIL®v2 and ITIL®v3) professional providing customer service, application development, support, and best practice solutions to a global community in extremely demanding enterprise environments.
IT Service Management
Help Desk/Service Desk
Major Incident/Crisis Management
UAT / QA
Software Distribution & Licensing
Continuous Service Improvement
ITIL (ITIL®v2 and ITIL®v3) BMC Remedy ITSM (7.x and 8.x)
BMC Remedy AR System (7.x and 8.x)
BMC Atrium 2.x
HP Service Manager
Microsoft System Center Operations Manager (SCOM)
Oracle Microsoft Windows NT Server
Microsoft Networking Technologies
Administering Microsoft Windows 2000 Server
Administering Microsoft Windows 2003 Server
Administering Microsoft SMS 2.0
05/2015 to 06/2016 Change, Asset & Configuration Mgt Choice Hotels International
Responsible for the planning, design/architecture, implementation, communication, adoption, execution and improvement of ITIL based Service Change, Configuration & Asset and Management services, policies, processes and procedures within Choice Hotels International.
Responsibilities and accomplishments included:.
Primary architect of asset and configuration management standards, plans and procedures.
Designed workflow along with process and procedure details for all in-scope ITIL processes.
Managed all Infrastructure Changes in an Agile/DevOps environment.
Configured, tested, and implemented technical solutions to enable and enhance optimum support services to a demanding medical community.
Created desired state documentation, technical reference materials, and user guides supporting short and long term ITSM solutions.
Developed SQL queries to perform configuration/asset audits aligned with Change Management.
Partnered with tools teams in monitoring the performance and capacity of existing asset and configuration management systems (CMDB).
Identified, recommended, and implemented improvement opportunities.
Developed reporting built around asset and configuration management metrics, KPI's and dashboard elements.
Performed on-going asset validation routines to ensure data integrity and accuracy.
Proactively worked with business units to resolve hardware and software data discrepancies.
Led Service Management implementation projects to successful completion.
ITIL Implementation Specialist02/2015 to 05/2015 District Medical Group
Responsible for requirements gathering, solution design and architecture, process development, configuration, testing, and implementation of an ITIL aligned Help Desk/Service Desk and Asset Management system providing Incident Management, Service Request Management, Asset Management, and Service Level Management to a Phoenix based medical group of over 1000 medical professionals in an extremely demanding and dynamic environment.
Responsibilities and accomplishments included:.
Analyzed customer requirements and identified risks and constraints.
Designed solution and led Service Desk implementation projects to successful completion.
Designed workflow along with process and procedure documentation.
Integrated selected ITSM tools with SQL and Oracle databases (configured, tested, and implemented).
Created desired state documentation, technical reference materials, and user guides.
Proposed and executed short and long term ITSM solutions.
Desktop Engineering Manager08/2014 to 12/2014 AZ Dept. of Economic Security
Provided oversight, leadership, and direction in the design, implementation, maintenance, monitoring, and support of Engineering teams and User environments to meet all current and future process and workflow needs within the AZDES agency.
Responsibilities and accomplishments included:.
Led IT system management projects to successful completion.
Developed, documented, and monitored work methods and processes adhering to state security standards.
Implemented technical solutions to enable and enhance optimum desktop performance.
Developed work-flows and processes which met the increasing demands of the desktop environment while developing and maintaining standardization among supported systems.
Managed the relationships with Division of Technology Services groups, key business stakeholders, development teams, vendors and technical service groups to identify strategic desktop requirements.
Developed processes and tools to enable and monitor the deployment of OS patches and upgrades on a regular basis.
Provided metrics for continuous improvement around Incident Management.
Defined computer hardware standards for adoption of the agency and its programs.
Monitored and audited ongoing practices to ensure consistency with policies, compliance regulations, control requirements, and all ITIL initiatives related to Desktop and Help Desk services.
Crisis Manager07/2013 to 08/2014 State Farm/TEK Systems
Provided oversight of the Incident Management processes in a 24x7x365 environment.
Led service restoration efforts during outages of mission critical IT services, while communicating key information to both infrastructure and business audiences.
12/2012 to 06/2013 ITIL Service Management Advisor Dell, Inc
Using a proprietary version of the BMC Remedy ITSM v7.x toolset, provided oversight, operation, and administration of ITIL based support and coordination of all core processes (Incident, Problem, Change, and Configuration Management) as well as customer account management in a diverse and demanding healthcare environment.
Major Incident Manager08/2012 to 12/2012 Red Cross/Unisys Corp
In support of all mission critical business functions for the American Red Cross, responsible for the monitoring, and resolution of critical issues in the client's IT environment.
Utilizing the BMC Remedy ITSM v7.x toolset.
Service Delivery Coordinator02/2012 to 08/2012 Gen Re/Charter Global
Provided research and analysis, solution design, documentation, and all communication and training necessary to ensure the successful implementation of ITIL based tools (BMC Remedy ITSM v8.x) and processes to introduce and develop the Problem Management practice across the enterprise.
ITSM Configuration Manager CIGNA07/2011 to 11/2011
Responsible for the assessment of current state and architecture of desired state for enterprise-wide configuration management tools and processes design to provide identification, control, recording, reporting, auditing and verification of configuration items as part of an ITIL focused Configuration Management Database (CMDB) as part of a complete SACM solution.
IT Global Help Desk Manager05/2010 to 07/2011 Chemtura Corporation
Responsible for ensuring that the operations of the Global IT Customer Support department were in alignment with the business objectives by planning, coordinating, directing and designing ITIL based support for daily operational activities,.
Designed and delivered targeted business intelligence reporting using Hyperion analytics.
Help Desk Architect DHS/US-VISIT09/2009 to 05/2010
Provided technical leadership and guidance supporting the Plan and Analyze phases of the implementation of BMC's ITIL based Remedy v7.x Service Desk (Incident and Problem Management).
Partnered with various client and vendor teams promoting and supporting the activities of future Design/Build/Test/Deploy phases as needed to support the US-VISIT Program.
BMC Remedy Specialist DHS/USCIS03/2009 to 09/2009
Responsible for detailed research and analysis of technical data to be utilized in developing the technology and processes necessary to effectively coordinate IT Service Desk Requests and Requests for Change through various divisions of the USCIS IT organization utilizing the BMC Remedy ITSM v7.x suite of tools.
Sr. Remedy Specialist12/2008 to 03/2009 Bridgewater Associates
Responsible for the requirements gathering, gap analysis, architectural design, and configuration of BMC Remedy ITSM v7.x Change Management and Atrium CMDB as a Phase 1 initiative aligned with the Server Support and Help Desk groups for a Phase 2 implementation and integration of BMC Remedy Incident and Problem Management solutions.
Sr. Business Analyst CIGNA/Strategic Staffing07/2008 to 12/2008
Responsible for the data collection, process development, solution design, documentation, and communication necessary to ensure the successful implementation of a complete ITIL focused IT Service Management solution across the enterprise.
As liaison between IT and the lines of business, was responsible for analyzing customer requirements, identifying issues, designing workflow, creating as-is and desired state documentation, and proposing and executing short and long term solutions.
Sr. Professional Services Consultant02/2007 to 07/2008 BMC Software / Remote
Led and contributed in small teams comprised of BMC, partner and customer resources at client sites to deliver required outcomes and produce additional business with BMC clients.
Primary focus on ITIL based Service Desk (Remedy Incident/Problem Management), Change Management, Release Management, Configuration Management, Asset Management, and Service Level Management.
Responsibilities and accomplishments include:.
Collected, analyzed and provided detailed documentation of customer business processes and requirements utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying business priorities and options.
Served as IT liaison within an organization to provide and enable process improvement, system integration, project status reporting, and problem reporting and resolution.
Designed and implemented Remedy v7.x Service Desk (Incident/Problem Management) and BMC Remedy v7.x Change/Configuration Management/CMDB tools and processes in line with business requirements, product functionality, and the ITIL framework.
Contributed to and led development of client deliverables such as SOW, Solution Requirements, Gap Analysis, and Solution Design documentation for ITSM implementations.
Developed QA test plans and customer-centric Use Cases.
Conducted functional and user acceptance testing (UAT), and monitored the overall testing process to ensure that business results were adequately tested and any risks were known and acceptable.
Installed and configured BMC Remedy v7.x ITSM applications integrating with Oracle and SQL databases to develop workflow/process definition in BMC Remedy Change and Configuration Management (Marimba), BMC Service Desk (Incident/Problem Management), and BMC Remedy Asset Management and CMDB (Atrium).
Sr. Manager of End User10/1997 to 10/2006 Computing Hyperion SolutionsStamford, CT
Led global Help Desk team providing ITIL based Incident Management, Problem Management, Configuration Management, Release Management, and IT Asset Management as well as the long term strategic planning, implementation, and administration of new and existing tools and technologies designed to align department policies and procedures with corporate initiatives and goals.
Monitored and governed performance utilizing Hyperion business intelligence integrated with COTS.
Responsibilities and accomplishments include:.
Managed, trained, and motivated local and remote staff responsible for all levels of application support, system imaging, configuration, and distribution of all laptops, desktops, servers, and peripherals to over 5000 globally distributed systems in a Microsoft 2003 Server/Active Directory/Exchange/Outlook environment.
Utilizing SQL and Oracle databases and performing necessary field mapping, integrated several COTS applications providing improved data accuracy, enhanced reporting, and meaningful metrics.
Developed and monitored Change Management processes and Service Level Agreements (SLA) in order to provide oversight and reporting to executive management.
Set bonus goals, developed individualized training plans, and provided performance reviews for staff of 16 Junior and Senior System Engineers.
Technical liaison to global Finance, Marketing, Pre-Sales, Sales, Client Services, Training, Engineering/Development, Customer Support, and Purchasing groups.
Worked with executives, managers, and team leaders to assess needs, recommend strategies, and implement solutions (people/processes/technologies) to provide best of class solutions and support for diverse employee groups throughout the company.
Authored and maintained technical documentation, policies, and procedures, and training materials to align department processes and activities with corporate initiatives and goals.
Managed on-time, on-target projects defining customer requirements, implementing solutions, and providing application support for individual business units.
Managed budget, developed RFP's for vendor services, and provided IT technical approval for all computer hardware and software purchases and contracts.
Liaised with purchasing department and vendors to develop processes and workflow to assure on-time delivery and distribution of all computer hardware and software.
Provided planning, technical consultation, and timely implementation and management of appropriate resources for support of corporate events such as annual global user conference, regional sales force training, and product consultant group meetings.
Designed, implemented, monitored, and improved technology standards, and corporate policies and procedures for equipment receiving and distribution, asset management, and application support.
Education and Training
Business/Information Systems2004University of PhoenixBusiness/Information Systems
Systems Analysis Certification Program. 1994 - 1995
*FAA (Federal Aviation Administration) - Oklahoma City, OK. Air Traffic Controller.1986University of South Florida
Steven W Cervera - ITIL Certified Support Professional
Steven W Cervera - ITIL Certified Support Professional: Computer Science/Liberal Arts1980Iona CollegeComputer Science/Liberal Arts
ITIL Foundations (ITIL®v2 and ITIL®v3)*
*CompTia Security +
*BMC Change and Configuration Management *
*BMC Remedy ITSM 7.x: Advanced Solutions Core Components *
*BMC Remedy Atrium CMDB 2.0: Implementation Best Practices
*Microsoft Windows NT Workstation Core Components*
*BMC ITSM 7.x: Advanced Solutions for Change and Configuration Management
Designing and Deploying Microsoft SMS 2003
*Managing Within the Law
* denotes industry standard certification
*American Mensa - Invited Member. 1986 - Present
*Greater Phoenix Mensa - Newsletter Editor. 2016 - Present
*Microsoft Work Essentials Group - Invited Panel Member. 2005 - 2009.
*IT Service Management Forum (ITSMF) - Participating member 2007 - Present
*Help Desk Institute (HDI) - Participating Member. 2004 - Present
account management, Active Directory, Agile, AR, architectural design, architect, Asset Management, agency, auditing, budget, Business Analysis, business intelligence, business processes, CCNA, Change Management, Cisco, Citrix, computer hardware, hardware, Configuration Management, consultant, consultation, continuous improvement, contracts, Controller, Crisis Management, Client, clients, Customer Support, data collection, databases, Database, delivery, designing, desktops, directing, direction, Documentation, executive management, Finance, focus, functional, Help Desk, HP, Hyperion, IBM, Imaging, ITIL, laptops, leadership, managing, Marketing, materials, meetings, Exchange, Microsoft Networking, Outlook, Microsoft Windows 2000 Server, Microsoft Windows 2003 Server, Microsoft Windows NT, Microsoft Windows NT Server, enterprise, OS, Oracle, Oracle and SQL, performance reviews, peripherals, policies, Process Design, process development, processes, process improvement, Project Coordination, Purchasing, QA, receiving, recording, reporting, requirements gathering, research, RFP, Sales, servers, Service Level Agreements, SLA, Microsoft SMS 2.0, Microsoft SMS, SQL, strategic, strategic planning, structured, Systems Architect, Systems Analysis, system integration, Desktop Support, technical documentation, training materials, upgrades, validation, workflow
Change, Asset & Configuration Mgt Choice Hotels International
District Medical Group
AZ Dept. of Economic Security
State Farm/TEK Systems
ITIL Service Management Advisor Dell, Inc
Red Cross/Unisys Corp
Gen Re/Charter Global
BMC Software / Remote
Computing Hyperion Solutions
University of Phoenix
University of South Florida
Job Titles Held:
ITIL Implementation Specialist
Desktop Engineering Manager
Major Incident Manager
Service Delivery Coordinator
ITSM Configuration Manager CIGNA
IT Global Help Desk Manager
Help Desk Architect DHS/US-VISIT
BMC Remedy Specialist DHS/USCIS
Sr. Remedy Specialist
Sr. Business Analyst CIGNA/Strategic Staffing
Sr. Professional Services Consultant
Sr. Manager of End User
Business/Information Systems 2004 Systems Analysis Certification Program. 1994 - 1995
*FAA (Federal Aviation Administration) - Oklahoma City, OK. Air Traffic Controller. 1986 Steven W Cervera - ITIL Certified Support Professional
Steven W Cervera - ITIL Certified Support Professional : Computer Science/Liberal Arts 1980
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