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ITSM Implementation Consultant, Vice President Resume Example

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ITSM IMPLEMENTATION CONSULTANT, VICE PRESIDENT
Career Overview

ITIL certified results-driven IT Professional with experience in ITSM implementation with diverse industry experience in banking, telecommunications, food/beverage and health care.

Qualifications
  • Project Management Professional (PMP) Certified
  • Information Technology Infrastructure Library (ITIL) Foundation Certified
  • Technical Documentation
  • Graphical User Interface & Tools
  • Process Improvements
  • Program Status Reporting
  • Cross Work group Relationship Builder
  • Effective Communicator
Technical Skills
SkillsExperienceTotal YearsLast Used
MS Office SuiteExpert13Present
ITIL Best PracticesExperienced8Present
Accomplishments

Requirements Analysis 

  • Work with business and technology counterparts business requirements analysis including the evaluation of systems specifications.
  • On an continual basis, refine business process to improve client experience and technology efficiency.

Leadership 

  • Familiarity with business decisioning and project negotiations.
  • Demonstrate a bias toward action, self-directed and ability to adhere to strict deadlines without sacrificing quality.

Relationship Retention 

  • Lead large scaled meetings and direct attention to project objectives.
  • Ability to manage relationships within a cross-functional team environment.
Work Experience
ITSM Implementation Consultant, Vice President09/2006 - CurrentLeidosFramingham , MA

Process Improvement

  • Improved the Enterprise Change Standards by utilizing ITIL best practices.
  • Defined project tracking regiments for Technology Project Managers to align to ITIL standards and improved infrastructure project completion and costs.

ITSM Implementations

  • 2006 – 2012; managed the development of the Request Processing System integrating the system with enterprise Incident and Configuration Management processes/toolsets.
  • 2006 - 2012; implemented new engagement process for 100 Cross Technology groups, resulting in the elimination of manual engagement methods to one streamlined process.
  • PPRT - redefined Enterprise CIO program, project, risk tracking process for 2012 tool deployment of Program Project Risk Tool (PPRT).
  • 2012 - 2013; implemented HP vendor management functionality within organizational portfolio management system.

Project Administration

  • Provided KPI Service Transition and Continual Service Improvement reports to project team, stakeholders and Sr Leaders.
  • 2006 - 2010; developed and maintained toolset user guides, quick reference guides, Administrator/Support manuals, and role specific training.
  • 2008, delivered instructor led RPS training to over 200 bank associates within 10 business days to meet organizational goal to quickly adopt RPS project tracking tool set.
Data Center Technology - IT Asset Management Consultant03/2006 - 09/2006AccentureCity , STATE

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.
Change Manager 03/2005 - 03/2006MISI Inc - JPMorgan ChaseCity , STATE

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 Implementation Consultant01/2005 - 03/2005Global Consultants Inc. - Lucent TechnologiesCity , STATE

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.
Change & Configuration Management Lead Analyst 01/2004 - 01/2005Aetea Information Technology - Capital OneCity , STATE

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.
eBusiness Analyst - Consultant07/2003 - 12/2003CDI Corp - Horizon Blue Cross Blue Shield Of NJCity , STATE
  • 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.
Help Desk Analyst - Consultant06/2003 - 07/2003EDS - Bank Of AmericaCity , STATE
  • 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.
Software Project Coordinator05/2000 - 12/2001SAICCity , STATE
  • 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.
Education/Certifications
6/1998A.S:DeVry Institute of Technology - Telecommunications ManagementCity, State, USA
12/2003B.S:New Jersey Institute of Technology - Computer Engineering TechnologyCity, State, USA
Certifications
InteQ
  • Certified Information Technology Infrastructure Library (ITIL) Foundation Practitioner
Project Management Institute
  • Certified Project Management Professional (PMP)
Villanova University
  • Master Certificate in Applied Project Management
Awards
Bank of America Spirit Medallion Award, 2009
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Resume Overview

School Attended

  • DeVry Institute of Technology
  • New Jersey Institute of Technology

Job Titles Held:

  • ITSM Implementation Consultant, Vice President
  • Data Center Technology - IT Asset Management Consultant
  • Change Manager
  • ITSM Implementation Consultant
  • Change & Configuration Management Lead Analyst
  • eBusiness Analyst - Consultant
  • Help Desk Analyst - Consultant
  • Software Project Coordinator

Degrees

  • 6/1998 A.S : DeVry Institute of Technology - Telecommunications Management
    12/2003 B.S : New Jersey Institute of Technology - Computer Engineering Technology

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