All,
I am looking for a new position in Remedy leadership or training. Below is my
information:
Summary of Qualifications:
• Skilled IT Manager with a total of 10 years of experience with teams
ranging in size from 10 to 20+
• 10 years of ITIL process implementation
• ITSM implementations that support ITIL Incident, Change, Problem,
Release and Configuration Management
• 9 years of Agile development and project management experience (XP,
SRUM)
• Developed and designed multiple ITIL process solutions utilizing a
variety of technologies
• 6+ years of Remedy end user training experience
• 6+ years Instructional design experience
• Developed web based, classroom and virtual classroom curricula
• Developed professional web based and classroom training materials
• Well-rounded IT Management background with teams that specialize in
multiple disciplines (Oracle, Java, .Net, C#, Web applications, Remedy, Netcool
(IBM Tivoli), CA eHealth Performance management)
Skill Set:
Remedy; MS-SQL; Adobe Captivate; Camtasia Studio; Prezi; SQL; Systems Analysis
and Design; Business Analysis; Budgeting and Planning;
Experience:
ActioNet
Project Manager/Sr. Trainer Jan 2011 – Present
• Responsible for training FAA employees and contractors on all aspects
of ITSM
• Established ITSM training program to support ITIL best practices
• Utilized multiple delivery channels and adult learning principles to
deliver training
• Created Web Based training for Incident, Change, Asset and Knowledge
Management for the FAA
• Developed assessments in order to evaluate effectiveness of training
program
• Created Web Based training utilizing Adobe Captivate, Camtasia, Viso,
and Prezi
• Developed Training SharePoint site to provide FAQ’s, Self-paced
training and BMC refresher WBT’s
• Project Manager for the implementation of Knowledge Management and
Self-help based on ITIL best practices
• Developed job aids and user guides for the implementation of Knowledge
Management and Self-help based on ITIL best practices
• Project Manager for FAA Human Resource service desk ITSM Remedy
enablement
• Managed day to day team operations
• Relationship manager to FAA Asset, Configuration, and Software
management teams
Software Transformations, Inc
ITSM 7.x Trainer May 2010 – Dec 2010
• Responsible for training Chevron IT employees in Incident, Change and
Release Management
• Created and edited ITSM training materials for Chevron IT
• Developed and provided training to international Chevron IT staff
• Trained classes of sizes from 5 to 20
• Trained classes to Chevron desktop support and IT network operation
groups
• Provided ITIL overview training to Chevron IT members
• Created and edited ITSM ITIL best practice education materials for
Chevron IT
US Cellular
Software Development Manager Nov 2007 – Apr 2010
• Introduced ITIL concepts to IT teams and key business stakeholder
• Built business relationships between IT and Engineering/Operations
organization
• Created Incident Management roadmap to enable ITIL best practices
• Created Change Management roadmap to enable ITIL best practices
• Utilized ITIL best practices to develop ITSM Incident Management
architecture
• Utilized ITIL best practices to develop ITSM Change Management
architecture
• Established ITIL based Problem Management process to develop IT
improvements
• Introduced metrics to evaluate ITIL process for continuous improvement
efforts
• Provided high delivery of business functionality through SCRUM
methodology
• Developed integrated service management road map/architecture
• Doubled team productivity by implementing Agile (specifically SCRUM)
development methodology
• Created initial roadmap for the implementation of SCRUM for the
application development department
• Set strategic direction to modernize Web interfaces
• Architected Remedy hardware environment to include training and testing
instances
Qwest Communications
Software Development Manager Jun 2001 – Mar 2007
• Provided Remedy ITSM enterprise solutions for fortune 500 company
• Designed Remedy ITSM solutions to replace multiple legacy REMEDY
solutions.
• Delivered RDBMS based fail over and reporting environment
• Managed solutions utilizing multiple technologies such as (XML, Tibco,
.Net etc...)
• Performed employee performance evaluations that encouraged employee
growth and development. Encouraged employee growth through providing
promotions and disciple when needed.
• Negotiated vendor contracts for software and licensing purchases with
several COTS development companies
• Wrote statements of work between consulting companies and Qwest
Communications Corp.
• Oversaw outsourcing of software development consulting companies and
provided direction in the offshore development model to make it successful, and
ensuring project deliveries.
• Managed 20 on-shore personnel and 5 off-shore contractors
• Transitioned all maintenance activities off-shore
• Managed team responsible for Java and .Net web application development
• Led team to create enterprise .Net applications
• Responsible for B2B java web page interface
• Created continuous training for new Remedy application users
Computer Horizons Corp., Qwest Communications
REMEDY Support Team Lead Jan 2000 – Jul 2000
• Responsible for the supervision of REMEDY Administrators assigned to
the Support team
• Responsible for developing user manuals
• Performed on-site and off-site training to users of the Remedy system
• Responsible for REMEDY application maintenance
• Responsible for REMEDY application performance
• Responsible for REMEDY application patch development
• Responsible for Help desk procedure amendments concerning REMEDY
Education:
Regis University – B.S. in Computer Information Systems GPA: 3.33,
Minor: Communications arts
SCRUM Master Certified
ITIL V3 Foundations Certified
Amazon Web Services Business Professional Accreditation
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