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
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.
SENIOR IT
Jun 2008 - Jun 2008
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.
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.
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.
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.
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.
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
