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CJ
papacj56@icloud.com
206-714-2262
Seattle, WA 98199
ITSM CONSULTANT, FOR INCIDENT AND PROBLEM MANAGEMENT (CONTRACT)
8 years experience W2
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Summary

SENIOR IT Project Manager SERVICE MANAGEMENT CONSULTANT, Feb. 2011 to May 2016 November 2015

  • May 2016 Senior IT Project Manager & Process Lead for a diverse portfolio of Projects across Microsoft. October 2015 Senior Project Manager & Process Lead directly supporting the Microsoft Enterprise Cybersecurity organization. In this role I interfaced with 5 Incident Management Teams, and their respective Tools, to ensure timely, cost effective, and complete responses to resolving Problems as we identify them. In this role I will own responsibility to ensure clear collaboration and completion of all interdependent disciplines including Incident Management, Problem Management, Change Management, and Release Management. July 2015 Senior Program Manager providing leadership as part of the Cross Platform Information Security & Risk Management, SAFE-T team. In this role I am helping to lead efforts touching on Core Functional areas including: Device Connectivity, Inventory & Attribution, Patching, Identity & Authorization, Data Protection, & Hardening. In our team is applying these Security Improvements across multiple Platforms including: Windows Desktop, Windows Mobile, OSX (Apple Mac), IOS (Apple Mobile), Android, Linux, & IOT. June 2015 IT Business Process Analyst / ITIL-IT Service Management Maturity Assessment for PREMERA at their headquarters in Washington State. This assessment was focused on four primary areas including Incident Management, Problem Management, Change Management, and Release Management. While the details of the findings are protected by Non-Disclosure Agreements PREMERA Leadership will report the results will substantially influence and help shape their near and long-term strategy. June 2014
  • May 2015 Senior Project Manager / Process Analyst Washington State
  • HealthCare Exchange: Senior ITIL/ITSM Consultant for Incident Management, Problem Management, Change Management, and Release Management. Our emphasis in this project was to improve People, Processes, and Tools to help reduce Ticket Backlogs across the IT Operations Support Team. We accomplished in 9 weeks what the State estimated would take 6 months (from a Backlog of 4700 and growing to a place where ALL New Inbound Volume is addressed within 24 hours and the Backlog has been reduced to 700 and trending downward by an average of 100 per week) June 2013
  • May 2014 Senior Project Manager: Microsoft Global Foundation Services (GFS) supporting a Service Improvement Plan (SIP) to mature the processes for Incident Management, Problem Management, Change Management, Release Management, and Program Management related to Computing Infrastructure / Architecture. December 2012
  • March 2013 Senior Project Manager: Boeing ITIL/ITSM Consultant for Boeing IT implementing ITIL/ITSM leading process improvement in the disciplines of Incident Management, Problem Management, Change Management, Release Management, and Capacity Management.best practices for Capacity Management. May 2012
  • December 2012 Senior Project Manager Microsoft: ITSM Consultant for MSIT Operations supporting the Principal Manager for Electronic Licensing of OEMs installing Windows OS on their devices Senior SERVICE DELIVERY MANAGER for Microsoft (February 2011
  • April 2012) Incident Management: Leading a team of Systems Engineers successfully resolving more than 44,000 Incidents over a 12 month period Problem Management: Leading a team of Systems Engineers in applying the disciplines of Root Cause Analysis and Problem Management enabling the correction of common underlying issues collectively causing thousands of Incidents. Change Management & Release Management: Leading a team of Systems Engineers in the delivery of over 7,000 release activities impacting more than 1,500 Releases. Team Manager leading a team from 66 Systems Engineers Project Manager / Program Manager Effectively developed and implemented ITIL/IT Service Management processes and tools in support of a global Cloud Computing environment with more than 5,000 Servers and 3 Million users. SENIOR PROJECT MANAGER / IT SERVICE MANAGEMENT (ITSM) CONSULTANT, Microsoft, Issaquah, WA (June 2010
  • November 2010) Leading a team of Support & Service Delivery Engineers developing Service Improvement Plans for Incident Management, Problem Management, Change Management, Release Management, & Configuration Management Served as version compliance Change Manager & consultant and Project Manager ensuring consistency in both OS and MS SQL Server versions across a large scale enterprise Supported score card reporting on compliance progress Project Manager
  • Led a team of Senior Systems Engineers and Developers in team-wide initiatives affecting the accomplishment of the assigned compliance objectives

Experience
ITSM CONSULTANT, FOR INCIDENT AND PROBLEM MANAGEMENT (CONTRACT)
Mar 2010 - May 2010
Kirkland, WA
Served as ITIL/ITSM Subject Matter Expert for the process disciplines of Incident Management and Problem Management Served as ITIL/ITSM Subject Matter Expert for the process disciplines of Change Management & Release Management Led the implementation of "Service-now" Incident & Problem Management modules Performed System Testing and led User Acceptance Testing (UAT) Developed curriculum materials and delivered multiple training sessions for the end user community Served as consultant across the multiple IT Service Management process discipline areas
Change Management Incident Management Problem Management Release Management
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SENIOR ITIL/ITSM CONSULTANT
Jul 2009 - Dec 2009
Issaquah, WA
Established high performance and operational excellence through expert coordination, communication, and consistency in leading a 100+-member project team. Localization Change Manager & Release Manager
  • Led the implementation and ensured the successful delivery of a localization project with more than 25 locations and 24 languages, within scope, within budget, and within schedule. Program Manager leasing Service Improvement Plans (SIP) for Incident Management, Problem Management, Change Management, and Release Management Served as Release Manager
  • Overseeing a quarterly release delivery, of Remedy-like tool, with a budget of $6.5M that led to an additional 5,000 end-users. Project Manager with Process Improvement
  • Drove higher levels of potential business performance through the creation of a meticulous maturity assessment for the IT Program Management Office and ITIL/ITSM supporting processes.
Project Management
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SENIOR IT
Jun 2008 - Jun 2008
No skills were added
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Mar 2008 - Jun 2008
RELEASE
No skills were added
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PROJECT MANAGER
Sep 2007 - Mar 2008
Renton, WA
CHANGE Fostered sustainable momentum of an upgrade project for this global company that manufactured commercial vehicles for sale around the world through implementation of a Proof of Concept. Led a global team during review of the process and interim results that uncovered multiple deficiencies and incompatibilities. Ensured alignment with the overall strategic vision by examining business strategies, technology insertions, capacity planning, and impact to existing manufacturing. Accelerated innovation for the upgrade through concise recommendations that led to a savings of more than $1M through the ability to defer the project for up to two years.
MS Visio Project Management
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SENIOR IT PROJECT MANAGER / PROCESS ANALYST
Mar 2007 - May 2007
Bellevue, WA
Key Contributor in turning around a financial migration project covering several disparate systems into one that was behind schedule and over budget. Evaluated and clarified root causes, and contributed to recommendations made to realign the established handling of defined criteria and exception requests. The initiative was completed successfully that resulted in minimized requests for exceptions and several million in annual cost avoidance savings to Boeing.
Project Management
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SENIOR IT PROCESS CONSULTANT
Oct 2006 - Mar 2007
Redmond, WA
Challenged to resolve ongoing Change Management, Release Management, and Configuration Management issues for Global Operations provided expert analysis and change recommendations to senior management. Enabled the realization of long-term value after the successful implementation of new ITSM processes and tools that effectively reversed application configuration incompatibilities.
No skills were added
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IT PMO MANAGER (VICE PRESIDENT'S PROGRAM MANAGEMENT OFFICE)
Nov 2004 - Oct 2006
Renton, WA
Examined, recommended and implemented common processes and tools to secure sustainable revenue growth and reduce costs, including PMLC, SDLC, ITSM, and IT Governance. Managed a team of 21 direct reports and 49 dotted line reports during 200 concurrent projects and budgets of more than $100M. Established a dedicated PMO for the VP of Computing and Network Operations that, along with the implementation process tools, played a critical role in achieving 25% productivity increase enterprise-wide.
PMO Program Management Project Management SDLC
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EXECUTIVE VICE PRESIDENT (INFRASTRUCTURE & OPERATIONS)
May 2000 - May 2001
Seattle, WA
Managed the Directors of Software Development, Infrastructure, Project Management, and the Support Engineering Manager during various project implementations for this high-tech Dot Com venture of SaaS. In charge of recruiting and placing 36 highly qualified technical team members, and provided leadership during PMLC, SDLC, ITSM, ITIL, and IT Governance. Entrusted to act as COO in addition to regular management role supervised management personnel in HR, Finance, Operations, as well as the Office Manager.
Project Management
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LEAD PROBLEM MANAGER
Mar 1997 - May 2000
Renton, WA
In charge of 24 FTEs while directing the activities of 300+ technical team members in the support of software and systems for 60,000+ end-users. Lead the implementation of ITSM service capabilities and Remedy tools in Incident Management, Problem Management, Root Cause Analysis, Change Management, Configuration Management, and Capacity Planning, substantially improving business performance. Led the IT Department to peak performance, high availability, improved productivity, and reduced costs of several million dollars within the first five years following implementation. Reduced trouble tickets from a weekly average of 4,000 to fewer than 400 in less than two years' time. Continued improvements led to further reductions in tickets to less than 120 per week within 18 months. CERTIFICATES, COURSE WORK, DEGREES
Change Management Configuration Management Incident Management Problem Management
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Edit Skills
Non-cloudteam Skill
Education
Certifications
ITIL V4 Foundation
SEPG - Change, Release, Configuration Mgt
Carnegie Mellon
Course Work Complete: PMP (Villanova University)
Microsoft Project (v2013,120 hours in-person)
Microsoft MCSE (72 hours in-person)
HPUX (120 hours in-person)
PhD Level Courses (Research Methods & Disciplines)
Degrees
A.A. Arts & Sciences
B.A. Communication
M.A. Theology
Skills
Project Management
2009
4
Change Management
2010
3
Configuration Management
2000
3
Incident Management
2010
3
Problem Management
2010
3
PMO
2006
2
Program Management
2006
2
SDLC
2006
2
MS Visio
2008
1
Process Improvement
0
1
Release Management
2010
1
Risk Management
0
1