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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● (xxx-xxx-xxxx ● abc@xyz.com
Project Manager / OCM Practitioner / Scrum Master
ITIL V3 ~ Agile Development ~ Portfolio Leadership ~ Systems Analysis
IT Governance ~ Team Leadership ~ Solution Design ~ Change Management
Profile
Seasoned background in consulting, organizational change leadership, project/program management, and guiding high-level initiatives throughout complete software development life cycle (SDLC).
Extremely well-versed in ITIL and Agile project management frameworks and Six Sigma approach.
Adept at driving efforts to maintain rigorous SLA compliance and optimize KPIs for clients and employers.
Extensive experience in incident management, risk management, quality assurance, business continuity, disaster recovery, resource management, strategic planning, budgeting, forecasting, and scheduling.
Constantly focus on optimizing software/service performance, reliability, security, and usability.
Excellent strengths in hardware/software maintenance, systems administration, and technical support.
Professional Experience
CaskLLC, San Diego, CA, 2016 2017
Senior Advisor
Formulated and executed global organizational change management strategy for Visa to support overhaul of internal ITSM processes and facilitate seamless implementation of ServiceNow ITSM tool.
Analyzed and reinforced incident/problem management protocols for Visa s global IT structure.
Developed and coordinated ServiceNow implementation at Grainger including transitioning Tier 0 and Tier 1 service desk to Jacksonville, Florida facility and advising on ServicePortal branding for Grainger IT.
TEKsystems Global Services, Inc., Indianapolis, IN, 2012 2016
Practice / Lead Architect
Delivered compelling and informative presentation on resolving issues specific to outsourced solutions at first TEKsystems Global Services (TGS) International Conference in 2014.
Championed solution creation, organizational design, and pre-sales support for $6.4M+ in new IT outsourcing business for 2016.
Spearheaded oversight, governance, performance metrics, organizational change management (OCM), and ITIL best practices for application managed outsourcing (AMO) engagements.
Introduced Metrics as a Service for entire TGS delivery organization which enabled creation of KPIs from ServiceNow, BMC Remedy, and other IT operations software and ticketing systems.
Orchestrated solution creation, process design, and support for $2.7M in new AMO business as well as nearly $2M in renewal business for 2014.
Practice Manager
Shepherded cohesive and productive teams throughout organizational change management, knowledge management/transfer, and ITIL-based work process design efforts.
Provided sales support for global outsourced engagements and traditional project-based engagements.
Delivered ITIL and OCM best practice and performance metrics support to recover at-risk engagements.
KRG Technologies Inc. (Cummins, Inc.)Columbus, IN, 2010 2011
Project Manager
Governed large global IT projects including OBIEE 11g infrastructure upgrade, desktop virtualization, Cummins data center personnel disaster plan, maintenance release for Cummins data centers, and business continuity and disaster protocols for Cummins data center.
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Seven Corners Specialty Insurance, Inc., Carmel, IN, 2010 2011
Project Manager
Guided four technical professionals in implementing 23 IT infrastructure upgrades and successfully delivered critical financial software implementation within demanding timeline and budget parameters.
Recommended solutions to achieve compliance with HIPAA, HITECH, and FISMA standards.
TEKsystems, Inc. (Eli Lilly, Inc.), Indianapolis, IN, 2007 2010
Incident Manager
Commanded onsite and near-shore IT service while ensuring precise alignment with ITIL processes and best practices for approximately 500 applications and assets.
Directed and coordinated efforts of 60 personnel in two countries to optimize software and hardware architecture within 21CFR Part 11 regulated environment.
Achieved 99.984% first-time-right score and slashed overall cost of break-fix process from $98 per incident to less than $13 per incident.
Evaluated and rapidly transformed SLA compliance from 58% to 95% within four months.
Project Analyst
Compiled and clarified metrics by gathering data from sources such as BMC Remedy and background information from 12 managers for Lilly Discovery Engagement.
EGL Global Logistics, Houston, TX, 2004 2007
Warehouse Manager
Helmed full-scope operations at warehouse (Plainfield Indiana Station) comprising 40+ employees.
Reduced labor costs by 25% via streamlined scheduling, and exceeded 97% loading accuracy goal.
Domestic Supervisor
Directed all facets of daily operations for Hewlett-Packard facility inclusive of administrative functions, continuous improvement, P&L, staffing, training, and staff supervision at 24/7 offsite facility.
Generated 17% profit from delivery of $1.5M in services by strategically controlling resource rates, budget, and expenses.
Provided influential technical leadership during transition, start-up, and stabilization of HP manufacturing and warehousing expansion project.
Expediter Freight System, Inc., Carmel, IN, 1996 2004
Operations Manager
Efficiently structured multi-state scheduling of 30+ owner/operators to deliver exceptional levels of customer service, and held accountability for IT project management, risk mitigation, strategic direction, and systems architecture enhancements to support global end user base.
Education & Credentials
Bachelor of Science, Political Science, Ball State University, Muncie, IN
ASPE Certified Scrum Master
ITIL v3 Intermediate Qualification: Planning, Protection, and Optimization
ITIL v3 Intermediate Qualification: Service Offerings and Agreements
ITIL v3 Intermediate Qualification: Continual Service Improvement
ITIL v3 Intermediate Qualification: Operational Support and Analysis
ITIL v3 Intermediate Qualification: Release, Control and Validation
ITIL v3 Managing Across the Lifecycle Qualification
ITIL v3 Foundations
Microsoft Operations Framework 4.0
APMG Managing Successful Programs - Practitioner Certification
APMG Organizational Change Management Practitioner Certification
PRINCE2: Practitioner Certification
COBIT5: Foundations Certification
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