An accomplished results-driven Senior IT Services professional with an extensive background in Information Technology: health care operations and telecommunications delivering services improvements, implementing technologies, establishing governance and enable cultural change transformation. Strengths include problem solving, coordination and planning, organizational and leadership skills diligent in detail and thorough in documentation support resulting in efficient and high performance business solutions and a better customer experience. 13+ years extensive SME in IT Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. Proven leader and problem solver. Proficient communicator, negotiator, facilitator, and team builder. QUALIFICATION HIGHLIGHTS ITSM/ITIL Strategic Program Development and Project Implementation * Performed and participated in the execution of large strategic IT Service Management programs. * Multiple ITIL and ITSM process integrations that included full assessments, architecture, design, planning, implementation and roll out and oftentimes included developing Business Cases, ROI, TCO, Governance and Cost Benefit Analysis and best practice methodologies for ITSM holistically in the areas of people, process, technology and information across the organization and integration for those ITIL process areas. Most of the ITIL and ITSM Organizational Optimization and Business value added process integrations were performed across all or many ITIL Service Support and Delivery areas. Each successful project completed on time and within budget that met or exceeded customer requirements and expectations. Process and Services Governance * Implemented BPM Governance - Standardized Process Initiatives, encouraging continuous process improvements, creating synergy between initiatives. * Successful completion of Service Organization Controls (SOC) and Fundamental Working Knowledge of CobiT framework and best practices * Business Impact Assessment and Business Continuity/Disaster Recovery_Regulatory Compliance Application Software/Methodologies Used * Practices: ITIL v2 and v3 certified, CAP, Agile, ISO:200000, CMMI, CoBit, Six Sigma Tools - Intro to Six Sigma, TQM, FMEA, SIPOC, Lean, TapRooT, 5S Mistake and Proofing, Process Mapping, Cause and Effect Matrix, Kaizen Principles. SAS70, SSAE 16, SOC

Highlights:

• Compliance
• Coding
• Engineering
• Infrastructure
• Network Services
• Networking
• Services
• Business Management
• Document Management
• Management