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CJ
papacj56@icloud.com
206-714-2262
Seattle, WA 98199
ITSM CONSULTANT, FOR INCIDENT AND PROBLEM MANAGEMENT (CONTRACT)
27 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
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
COO
2001
1
MS Visio
2008
1
ITIL
2010
1
ITSM
2010
1
Linux
0
1
Process Improvement
0
1
Release Management
2010
1
Risk Management
0
1
ServiceNow
2010
1
SQL
0
1
SQL Server
0
1