Description
SUMMARY OF QUALIFICATIONS Management professional working in the Governance area of IT for 16 years. Diverse experience includes Washington Mutual as Regional Duty Manager Processes reporting Daily status for multiple date centers. Presented to CIO and staff daily, responsible for performance and service at (Downers Grove & Vernon Hills and one Wisconsin data centers (Milwaukee). * Developed policy for Change, Problem, CMDB and Release management for (DOD/Great Lakes, Allstate, State Farm, Kohls, AbbVie and Aon) covering benefits, consequences and guidance to perform these processes. * Architected/designed processes at: Discover (CMDB) WAMU (Change and Incident) Kohl's (Release) DOD (Change and Asset Mgmt.) AbbVie (OCM Allstate (Change) Northern Trust (Problem). Performed discovery and analysis, establishing a baseline, determining improvements, implementing the new process, documenting policies and procedures and training the staff. Held stakeholders meetings throughout the development and rollout. All deliverables approved by management. * Created process training and led classes in ITSM and ITIL, as well as policies, guidelines, job aids and reports. * Inventoried data centers coordinated facility projects maintained security access coordinated the processes and performed daily operational work. Metric reporting and Executive Management presentation was, also, a product of my Governance work. ITIL V2 Foundation certified - 2005 V3 - 2009. I am one of the top five ITSM/ITIL experts in the Chicago Region. TECHNICAL COMPETENCIES * ITSM Process Improvement * Change / Release Management * Availability Management * Business Continuity Planning / DR * Problem Management * Data Center Management * Business - IT Liaison / End User Support * Configuration Management (SACM) * Asset Management * Service Level Management * Identity & Access Management * Organizational Change Management * Training / Technical Writing / User Experience * Computer Forensics / Security Mgmt * ServiceNow / BMC Remedy / CA Service Desk / HP Service Manager * Vendor / Supplier Management / Procurement * Technical Support / Data Administration * Audit Support / GRC * Knowledge Management * Incident / Service Desk * Campus / Facility Management
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