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Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx


Global IT Operations New Business Development Multi-Project Management

IT Services Best Practice Methodologies Consultations Social Media Marketing

Strategic Analysis / Planning Trends Tracking Budget Control Team Building / Training

Change Management Process Optimization Systems Administration Stakeholder / Vendor Relations


Highly Accomplished IT Executive who makes sound decisions to reflect positively on global, growth-focused technology operations in alignment with a company s vision, value, and goals, and who offers advanced knowledge of international financial institutions and banking markets and start-up operations to maximize bottom-line performance. Skillful Self-Starter who contributes solutions-centric critical thinking for insightful, change-oriented business results while maintaining cutting-edge technical skills and up-to-date industry trends awareness. Visionary Professional who rises above IT / business challenges to achieve winning outcomes, including quickly adapting to evolving scenarios. Excellent Communicator who develops synergistic relationships with cross-geographical executives, IT teams, and clients, and who leads peers by example and with ethics and integrity to optimize success while completing small- / large-scale global projects.


Professional Synopsis


Global IT Service, LLC, Xxxxxx, XXXXXX

(2017 Present)


Founder President

Capitalize on the opportunity to lead the start-up and successful operations of this private service global IT company delivering excellence in IT service management assessments, comprehensive consultations, and IT service automation. Develop and implement a detailed business plan for the company through the Small Business Administration (SBA) practice.


  Initiate innovative, results-centric social media marketing campaigns.

  Currently lead the strategic development of a detailed service structure.

  Successfully built the core pillars for the company as a dynamic new LLC.


NEX Markets, Parsippany, XXXXXX

(2011 Present)


Global IT Service Manager

Utilize broad scope of dynamic IT services acumen toward delivering a full-scale global transformational program for technology tools and process pre- and post-separation project between electronic trading business units represented in EBS BrokerTec and voice Global Broking represented in TP ICAP. Manage, deliver, deploy, and support IT Service Management processes to support EBS BrokerTEc business vision through ServiceNow platform. Collaborate with ServiceNow enterprise account executive to introduce a Customer Service Management module. Design bi-directional integration between NEX Group (NewCo) and TP ICAP ServiceNow instances to manage case ex-change for incidents and Service requests tickets, as well as key ITSM process code in ServiceNow. Automate application, database, and QIP access requests via online approval process and automatic assignment through ServiceNow platform.


  Built custom applications in ServiceNow to manage circuits data and carrier scheduled outage.

  Collaborated with auditors during CMBD global audit to implement outcome recommendations.

  Led training on ITSM / IT operations for domestic and international support groups (i.e. EU, APAC).

  Automated incident handling to reduce manual intervention and generate weekly project status reports.

  Negotiated with top vendors to cost-effectively manage key contracts, as well as annual software budgets.

  Built self-service portal in ServiceNow to enable teams to submit, track, and escalate requests or incidents.

  Built global software distribution infrastructure for NY, London, and Tokyo using Radia Client Automation.

  Built global discovery tool to realize production infrastructure via HP Universal Discovery / uCMDB tool.

  Achieved approval for ServiceNow as SaaS solution; prepared ITSM project budget, business case, implementation, and deployment methodology; and coordinated all ICAP and EBS stakeholder workshops.


ICAP Services North America, Jersey City, XXXXXX

(2006 2011)


Enterprise Systems Manager (2010 2011)

Collaborated with industry-leading ICAP software and hardware vendors to attain best pricing and set up chargeback policies. Directed a global senior technology team with key reporting across the US, UK, and Tokyo. Expertly deployed production global infrastructure monitoring via HP OpenView Operation, software deployment / distribution through Radia Client Automation, IT infrastructure inventory discovery through HP Universal Discovery / uCMDB, and global ITSM processes.



Yyyyyy x. yyyyyy Page Two (xxx-xxx-xxxx


ICAP Services North America, Jersey City, XXXXXX



Enterprise Systems Manager (continued)

Directed IT service management infrastructure hardware / software to deliver ITSM processes using HP Service Desk / Service Manager / Asset Manager. Delivered monitoring services as part of incident management processes to an ICAP global infrastructure by upgrading and managing HP OpenView Operations and Network Node Manager monitoring infrastructure. Delivered technical hands-on support via ServiceNow administration, development, workflow, and custom integrations with HP OpenView, xMatters, LDAP, Custom CMDB, Radia Client Automation, and HP Network Automation.


  Actively reduced software maintenance contract costs annually by 20%.

  Decreased operational costs 20% via effective technology tools and automation.

  Managed and upgraded Radia / HP Client Automation infrastructure to latest 7.9 version.

  Optimized efficiency via management of xMatters for global on-call schedule and notifications.

  Managed DDMI and DDMA infrastructure for automated discovery to populate Asset Manager database.

  Successfully migrated common management technology infrastructure from Sun Solaris to Linux Red Hat.


Technical Lead IT Service Management (2006 2010)

Led targeted development and implementation of change management processes and workflow using Service Desk and automated assignment and approval procedures to deliver strategic implementation, verification, and / or rollback plans. Directed technical teams and specialists throughout incident resolution processes, including promptly investigating network-related areas (i.e. routing, DNS, TCP / IP connectivity). Liaised among IT senior management and business lines via communications presentations and demos of IT values to drive successful business to the firm. Developed a global team-focused central website to publish support information, on call reports, calendars, projects, and monthly accomplishments.


  Built diverse business logic to enforce company-specific change management policies.

  Built custom reports using Business Objects to automate scheduled reports for staff and managers.

  Developed and built globally used CMDB and asset management process, workflow, and procedures.

  Reduced operations manual calls out by automating incidents management processes using HP OpenView.

  Relocated operational roles and functions to Xxxxxx IT command centers from EMEA and Asia regions.

  Led migration of ICAP FX operations from EDS Service Center v2.10 to HP OpenView Service Desk v4.5, including directing all technical in-sourcing project efforts to ultimately save the company $1 million annually.


International Financial Data Services IFDS, Toronto, ON

(2005 2006)


Canada Manager Technology Services

Applied strong leadership talents toward directing top-performing senior-level infrastructure Unix administrator teams and Progress data administrators in exceeding IT objectives. Built and consolidated production databases infrastructure into one EMC storage library. Managed large-scale EMC storage infrastructure, tape library, and remote support. Collectively implemented and enforced change management processes, as well as a Service Recovery Team (SRT) concept to manage operational incidents, reduce incidents impact, and develop processes to research root cause analysis. Worked with developments, networks, and production support to eliminate reoccurring incidents and drive problems through life cycles.


  Collaborated with global OPS teams to promptly respond to multi-level incidents.

  Efficiently consolidated various Unix servers into one SuperDome HP-UX system.

  Continually updated business lead and management of up-to-date technology services.

  Introduced time-, space-, and cost-saving virtual servers and technology into daily operations.

  Reduced overtime costs by prioritizing tasks between operations and infrastructure technology team.


Hewlett-Packard Managed Services Americas, Toronto, ON

(2002 2005)


Canada Manager Common Management Technology Infrastructure

Drove IT infrastructure success by managing customers RFP responses for ITSM solutions, including facilitating infrastructure monitoring solutions for high-profile HP customers (i.e. TD Bank, CIBC Bank, GM, Ford, Halliburton, Credit Suisse Group). Prepared project-specific estimated costs and resource skill set, managed project solution architect and design to implement Proof of Concepts, and provide operations with documented support procedures. Directed an Enterprise Automation Infrastructure team (CMTI) tasked with on-time project delivery, as well as support for OpenView applications infrastructure on HP-UX platform and Oracle database. Served as solution architect for migration projects from Remedy and Infoman to OpenView Service Desk for HP Managed Services customers. Integrated OVO with the notification system. Led ITSM pre-sales technical presentations and demonstrated ITIL processes using OpenView Service Desk.



Yyyyyy x. yyyyyy Page Three (xxx-xxx-xxxx


Hewlett-Packard Managed Services Americas, Toronto, ON



Canada Manager Common Management Technology Infrastructure

Built OVSD infrastructure on multiple application servers and a cluster Oracle database environment utilized for incident and service request management, configuration management, and change and problem management to support large-scale financial institutions, as well as HP-Canada enterprise automation operations. Directed CMBD data model, design, and core relations with business and operational services.


  Automated incident procedures, assignment, notification, and escalation using OVSD.

  Delivered comprehensive training for end users on the HP OpenView Service Desk application.

  Developed and automated workflow to apply ITIL best practices for Service Desk 5.0 in HP-Germany.

  Served in the Solutions Architects Group for HP IT Service Management Best Practices for Service Desk 5.0.


CIBC, Toronto, ON

(2000 2002)


Technical Lead Analyst

Expertly managed HP OpenView IT / Operation installation and integration within a key notification system, including coordinating and managing project-specific testing efforts and coordinating meetings to establish estimates, detailed designs, and testing strategies. Installed and configured HP-UX 11.0 and applied recommended patches and service packs for UX, IT / Operation, Remedy, and HP OpenView Service Desk. Reviewed, implemented, and automated logical procedures and actions using HP OpenView Service Desk to meet Enterprise Help Desk and Configuration Management requirements.


  Developed all custom scripts for efficient monitoring and auto-paging as a proactive procedure.

  Built, developed, designed, and automated procedures using Remedy ARS functionality and capability.

  Continually met and / or exceeded incident management requirements for auto-ticketing and paging efforts.


Intria HP, Mississauga, Ontario

(1990 2000)


Senior Technical Analyst

Played a vital role in building and supporting Remedy Action Request System v3.2 running on an HP-UX 10.20 environment. Integrated Telalert with Remedy ARS v3.2 software paging system. Developed PL / SQL Plus scripts to effectively support a customized in-house accounting system. Managed HP-UX tools and Korn shell scripts, and applied essential patches.


  Seamlessly supported and managed an infrastructure ticketing application.

  Actively led hardware upgrades, servers, workstations, and network connections.




Bachelor of Science in Applied Mathematics & Engineering

Queen s University, Kingston, ON


Executive Leadership Certificate

Cornell University, Ithaca, NY


Professional Development


Hewlett-Packard Education Centre

HP Asset Manager Administration Perl Programming

ITIL Service Delivery Manager ITIL Service Support Manager

OpenView Service Desk Administration OpenView IT / Operations I


DeVry Institute of Technology

Oracle DB SQL / PL SQL Unix Tools & Utilities


Additional Training & Development

IT Service Management 101 Training Course

Advanced Topics Action Request System 4.x Remedy Corporation

ServiceNow Administration Training Enterprise DBA Architecture & Administration Oracle Corporation


Excellent Professional References Provided Upon Request


Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx






Hiring Agent Name

Company Name


City/State/Zip Code




I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your success.


To acquaint you with my background, I offer proven expertise in Global IT Operations, New Business Development, Business Start-Ups, Multi-Project Management, Team Building / Training, Strategic Analysis / Planning, IT Trends Tracking, and Budget Development / Control. I am also well-versed in Systems Administration, Change Management, Multi-Process Optimization, Best Practice Methodologies, Contract Negotiations, and Stakeholder / Vendor Relations, among other areas, and consistently achieve winning global IT operational outcomes due to my superior skills in critical thinking, resource allocation, conflict resolution, and attention-to-detail.


I concurrently excel as the Founder / President of the start-up service global IT company, Global IT Service, LLC, and as the Global IT Service Manager of NEX Markets. In the former role, I lead initiatives to deliver excellence in IT Service Management assessments, comprehensive consultations, and IT service automation. In the latter position, I demonstrate my myriad of professional talents and strong leadership acumen toward directing a full-scale global transformational program while managing, deploying, and supporting IT Service Management processes and designing bi-directional multi-company integration, as well as negotiating among top vendors to cost-effectively manage key contracts and annual software budgets.


A sample of my recent accomplishments include:


  Collaborating with auditors during a CMBD global audit to implement outcome recommendations.

  Automating incident handling to reduce manual intervention and generate weekly project status reports.

  Leading training on ITSM / IT operations for domestic and international support groups (i.e. EU, APAC).

  Building a self-service portal in ServiceNow to enable teams to submit, track, and escalate requests or incidents; global software distribution infrastructure for NY, London, and Tokyo using Radia Client Automation; and a discovery tool to realize production infrastructure via HP Universal Discovery / uCMDB.

  Achieving approval for ServiceNow as SaaS solution; preparing ITSM project budget, business case, implementation, and deployment methodology; and coordinating ICAP and EBS stakeholder workshops.


To complement this experience, please note that I earned a Bachelor of Science in Applied Mathematics & Engineering from Queen s University and hold an Executive Leadership Certificate from Cornell University. I also participated in rigorous professional training / development with the Hewlett-Packard Education Centre, DeVry Institute of Technology, ServiceNow, and Oracle, to name a few.


I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.






Yyyyyy x. yyyyyy


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