Service Management

CURTIS M. JOHNSON

Lead Program Manager

***** ******** ******* abj65z@r.postjobfree.com 703-***-**** (Home)

Sterling, Virginia 20165 214-***-**** (Cellular)

QUALIFICATION SUMMARY

Lead Program Manager with extensive experience managing and delivering

IT Service Management improvement programs from business case

development, business requirements analysis, project development,

solution analysis, program management, through project delivery,

process adoption, technology implementation and organizational change.

Recognized by colleagues and customers for achieving business

objectives through organizational alignment, process optimization and

technology enablement of IT Services utilizing the Information

Technology Infrastructure Library (ITIL) and Control Objectives for

Information and related Technology (COBIT) and Capability Maturity

Model Integration (CMMI) frameworks. Demonstrated significant

technical acumen architecting IT Infrastructure and IT service

management solutions. Mr. Johnson is one of only about 20 people

awarded the recognition of Distinguished Professional in Service

Management from the IT Service Management Forum USA. Mr. Johnson has

an active security clearance with a full background investigation from

U.S. Customs and Border Protection (CBP Full BI).

Extensive leadership and direct experience with the following

competencies:

IT Strategy & Portfolio Management Project Management Methodologies

IT Service Management (ITIL v2/v3) (PMP)

Operational Change Management

IT Governance (COBIT) Data Center Management and

Migrations

IT Infrastructure Management Service Delivery Lifecycle (SDLC)

Authored white papers on

. The Convergence of IT Best Practices - Utilizing the Best

Solution to Increase IT Value

. IT Service Management - Defining the New Operating Model for IT

. Prioritizing the Demands on Information Technology

. ITIL - What's In It For Me?

. Requirements Management - The Missing ITIL Process

CERTIFICATIONS

Distinguished Professional in Service Management (DPSM TM)

Project Management Professional (PMP)

Information Technology Infrastructure Library (ITIL) v3 Expert

Service Manager's Certificate in IT Service Management (ITIL v2

Master)

Control Objectives for Information and related Technology (COBIT)

Foundations

PROFESSIONAL EXPERIENCE

QinetiQ North America, Reston, Virginia

2009 - Present

Lead IT Service Management Architect & Program Manager

Lead IT Service Management practices for QinetiQ North America's Mission

Solutions Group. QinetiQ North America provides consulting, contracting,

and training services to U.S. federal agencies and organizations.

. Program Management of $12+ million service delivery and service desk

program managing over 100 employees including managing performance

reviews, goals, objectives, and employee satisfaction

. Develops key work products including Baseline Assessment Report (ITIL

BAR ) methodologies and tools, Assess-Innovate-Deliver service

improvement cycle, and Momentum Service Delivery Lifecycle , white

papers, marketing data sheets, service catalogs, and a process asset

library

. Enables QinetiQ North America's Homeland Security Program and Project

Managers to establish, grow or maintain IT Service Management excellence

across our delivery and management capabilities on Federal engagements

. Provides guidance and direction in the adoption and enhancement of IT

Service Management best practices including establishing ITIL, CMMI for

Services, COBIT, and ISO 20000 standards for Federal customers

. Lead initiatives to develop strategic plans, technical approaches, and

implementation of new service management technologies for QinetiQ North

America and our customers

. Develop strategic and technical roadmaps, schedules, and project

plans to manage the design, development, testing, transition,

and operations of IT Service Management initiatives

Accenture, LLP, Irving, Texas

2006 - 2009

Senior Manager

Accenture is a global management consulting, technology services and

outsourcing company. As a Senior Manager in the Data Center Technologies

and Operations group, managed programs for implementing and optimizing IT

Service Management processes and technologies.

. Lead Accenture's North America IT Service Management Community

of Practice

. Managed $2.6 million dollar implementation of process adoption,

organizational change and technology implementation of eight (8)

ITIL core processes at nation's largest municipal healthcare and

hospital organization including design of seven (7) merged

service desk into one (1) consolidated service desk

. Lead the on-boarding and quality assurance of ITIL v2 Service

Support process and significant Service Reporting improvements

for nation's largest software manufacturer

. Managed $1.4 program to design IT Governance, Operating Model

structure and IT Demand and Investment Prioritization for

federal government agency

. Managed programs including the budget management, account

planning, program management, architecture, design, and

implementation of IT Service Management and IT Governance

initiatives based on Accenture's Infrastructure Service

Framework, ITIL and COBIT

. Managed teams of up to 20 Accenture, client, and 3rd party

staff, including resource allocation, mentoring, and performance

evaluations

HEWLETT-PACKARD CO., Plano, Texas

1999 - 2006

Senior Solutions Architect

HP is among the world's largest IT companies providing personal hardware

systems, printing and imaging, and technology solution services. Senior

Solutions Architect role included design and implementation of ITIL

processes, OpenView software and providing ITIL education to external

customers.

. Lead and delivered design and implementation of Change and

Configuration Management processes and CMDB technology for major

telecommunication company

. Lead service monitoring architecture and implementation,

including migration of existing technologies, for a major

national healthcare and hospital corporation

. Managed ITIL v2 Service Support programs for state of California

agencies

. Managed service management and monitoring analysis and design

for e-communications program at national financial institution

. Achieved ITIL Instructor qualifications and delivered ITIL

Service Manager and Foundations courses

. Lead creation of process and technology enablement collateral,

including process guides and pre-designed Service Desk

application configurations

. Managed multiple data center disaster recovery, service

continuity, service monitoring and procedural design for

multiple financial institutions

HEWLETT-PACKARD CO., Roseville, California

1997 - 1999

Technical Integration Consultant Engineer

HP is among the world's largest IT companies providing personal hardware

systems, printing and imaging, and technology solution services. Managed

and delivered IT Service Management and Event Management technical

expertise to HP internal divisions and integration with HP internal IT

Support organization.

. Managed and delivered event management program aimed to provide

national single solution for monitoring of Hewlett-Packard's

educations, sales, and support web infrastructure

. Created initial monitoring architecture and technology of HP's

Windows-based web infrastructure, including monitoring of HP's

internal and external firewalls

. Developed extensive knowledge and experience with HP OpenView's

web, application, systems, and service management and

performance reporting products as well as integration into

Service Desk products such as Remedy, Prolin, and Service Desk

. Manage and partner with internal clients to analyze, design,

implement and test technologies and process to manage and

integrate with HP's IT support organization

EDUCATION

UNIVERSITY OF TEXAS AT DALLAS, Dallas, TX

Bachelor of Arts Degree - Management Information Systems.

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