ITSM Implementation Consultant, Vice President Resume Example

Operational Maturity Model Refresh Project - Implementation Date 4/2006

• Refurbished Accenture's IT Asset Management offering assessment documentation; Operational Maturity Model(OMM).
• Consulted with Senior Management and Marketing department for input on the content and aesthetic appearance of OMM materials which included; external Marketing Materials, Client Assessment tool, and Project duration/cost Estimator.

ITAM Transformation Project - Cadbury Schweppes - Implementation Date 6/2006

IT Asset Management Assessment Lead

• Evaluated the Global IT Asset Management process, procedures, and tool sets for Cadbury Schweppes Utilized the Operational Maturity Model assessment package to calculate Cadbury's current ITAM maturity level.
• Conducted document reviews, process analysis, tool set examination and client interviews to develop final assessment.
• Created a formal Cadbury Schweppes ITAM assessment report detailing 'As Is' State Tool/Process, 'As Is' State Organization, Operational Maturity Model Rating, and Gap Analysis.

HPSD - Change Management Migration Project – Best Buy – Implementation Date 1/2007

Project Manager

• Established client and Accenture HP Service Desk Migration project team.
• Identified key milestones and deliverables.
• Developed streamlined Peregrine to HPSD change management process for migrating preparation.
• Effectively communicated project status to client and Accenture Sr. Management.

ECMS Migration Project – Implementation Date 12/2005

• Managed the Private Bank's migration from 5 change management systems to the ECMS (Enterprise Change Management System) tool and process.
• Coordinated the completion of key project deliverables and milestones.
• Ensured project communications were distributed to project team members and stakeholders.

Change Process Improvements

• Developed a concise ITIL framework Change Management operational process.
• Streamlined the interrelationships between the Change Management process and associated Incident and Problem Management processes.
• Improved the stability of the Private Bank's infrastructure by instituting regular change restrictions.

Change Management Operations

• Cultivated working relationships with Technology and Business counterparts promoting proper ITIL best practices.
• Prepared and chaired the weekly Change Advisory Board (CAB) meeting.
• Produced weekly and monthly change reports for senior management review.
• Distributed change management communications to Private Bank associates.
• Facilitated scheduled and spontaneous Change Restrictions.
• Reviewed, coordinated and approved change requests.

ITSM Phase I Deployment Project - Implementation Date 3/2005

• Consulted in ITSM Phase I deployment of the Service Support, Service Delivery, and Security best practices.
• Participated in IT initiative to achieve Sarbanes-Oxley compliance.
• Collaborated in the development of the process flow for the Change, Configuration and Release Management processes.
• Identified ITSM Phase I objectives and milestones.

ITSM Phase I - Training Plan

• Developed a Training plan for the Phase I deployment.
• Ensured the Training Plan project milestones were achieved on schedule.
• Performed coordination between HP and Lucent Technologies to ensure timely receipt of training deliverables.

HP Open View Service Desk - Administrator

• Maintained data content in CMDB, Service Desk, and Organization modules.
• Administered the creation of system roles, system accounts and system forms as well as system and customized views.
• Skilled in desktop installation and configuration of the HP OV Service Desk client.

Enterprise Change Integration Project (Service Desk module) - Implemented 12/2004

• Migrated mission critical Domino Change process to HP Service Desk Change process.
• Collaborated in the integration on the Change and Configuration Management processes.
• Primary Trainer for all IT and Business groups on the ITIL Change and Configuration Management process.
• Led the preparation of the CMDB data and CMDB User community for Change integration.
• Performed daily change operation activities such as rescheduling changes and preparing for Change Advisory Board meetings.

Configuration Management (CMDB module) - Implemented 02/2004

• Key member of the Enterprise Change & Configuration Management Operations team.
• Engaged all IT and Business groups on ITIL Configuration Management discipline.
• Supported a Configuration Management database of over 200,000 components, numerous relationships, and over 3,000 IT users.
• Assessed the order in which infrastructure data was housed in the Configuration Management Database as identified by the CMDB Object Model.
• Ensured the adherence of CM practices by the user community through system and process audits.
• Daily utilization of the four tenets of Configuration Management, Configuration Identification, Change Management, Status Accounting, and Configuration Auditing.

• Served as the Junior Project Management support to Lead Project Managers, by assisting them with meeting schedule deadlines, locating the proper templates, and archiving completed projects.
• Provided 2nd support by monitoring telephone support lines, Web-based support queues, and designated e-mail boxes and responded to questions in relation to IT Solutions deliverables.
• Tracked user troubles via the Peregrine Service Center ticket system.
• Coordinated with IT-Solutions team to develop and maintain Reference Books, user manuals, technical documentation, and other Reporting Procedural Guides.
• Utilized my proficiency with all Microsoft Office applications particularly Project, Word, Excel, and Access.

• Provided technical support to over 3000 Windows 2000 users.
• Supported multiple applications such as Outlook 2000, Lotus Notes 5.10, Active Directory, VPN, PAL, IE 5.5, Netscape Navigator 4.08, Sametime, and multiple Bank of America applications.
• Created and tracked user troubles via the Peregrine Service Center ticket system.

• Utilized MS Project to create a schedule for the development and testing of new software releases.
• Assisted Lead Project Managers in meeting deadlines outlined in project plans.
• Adhered to waterfall life cycle process for software releases.
• Coordinated testing environments on IBM H70, R50, and B80 servers.
• Performed the development and testing of telephony software by the use of UNIX languages.