PROFILE
Seasoned IT professional (** year career, including 4 years as a trainer, 4
years as a team leader, 6 years as a manager, 12 years as a consultant in
the US, with a total of 15 years ITSM Program/Project Management
experience) with broad experience and possessing extensive technical,
managerial, subject matter and project skills and many and varied positive
personal qualities which are transferable into any industry.
ITIL Expert, ISO20K Certified Consultant and twenty-year veteran
practitioner of the ITIL framework with practical implementation experience
with Fortune 200 organizations in the UK and US - one of an estimated 200
people with this skillset worldwide.
Specialist in undertaking IT Service Management maturity assessments;
Roadmap creation; process creation, implementation and
institutionalization; complex metrics reporting; training; consulting;
Governance; and auditing using industry standard best practices and
frameworks (ITIL, CoBIT, CMMi, ISO20K), all within a Program framework.
Dynamic, results-oriented individual with quantified successes in complex
operations management. Determined, proactive solution provider. Conceptual
thinker and problem-solver with a talent for effectively handling complex
challenges. Extensive experience dealing with customers at senior
managerial level. Energetic leader whose results reflect high levels of
motivation, enthusiasm and a strong customer focus. Excellent team builder,
organiser, administrator and time manager who is able to exhibit
flexibility when required. Consistently customer-focused and always
demonstrates commitment to the delivery of a quality service. Extensively
experienced working under pressure while maintaining positive
relationships. A quick learner and possessor of excellent verbal and
written communication and interpersonal and presentation skills at all
levels. Equally able to work at a strategic and at a tactical level.
PROFESSIONAL STRENGTHS
IT Service Management ITIL Expert ISO20000 Consultant ITSM
Implementation
Team Building Customer Relations Training and Development Process
Improvement
Project Management Business Analysis Operations Management
Audit and Compliance
Incident Management Problem Management Change Management
Configuration Management
Service Level Management Service Catalog Management Financial
Management Capacity Management
Availability Management ITSC Management/DR/BC Access Management
Event Management
Information Security Management Service Request Fulfilment
CAREER HISTORY and SELECTED ACHIEVEMENTS
November 2013 - April 2015 Texas Comptroller of Public Accounts (CPA),
Austin, TX
Senior Technology Process Analyst
. Managed the implementation of CPA's ITSM Program (consisting of 20
Projects) which had three core elements - people, processes (14 ITIL
v.3 processes), and tools (ServiceNow ITSM tool suite, CMS, DML,
integration with federated data sources)
. Created the ITSM Roadmap; undertook ITSM awareness and ITIL Foundation
training; generated process and tool requirements; created Incident,
Service Request/Service Catalog, Problem, Knowledge, Change, Event,
Access, Service Portfolio, Service Asset and Configuration, License
Compliance, Service Level, Financial, Business Relationship, and CSI
processes and ensured integration between each; undertook process/tool
training; designed the ITSM Governance model; developed monthly
reporting dashboards; undertook CSI
March 2012 - November 2013 Capgemini (State of Texas DCS account), Austin,
TX
Cross Tower Operations Manager
. Successfully completed the staffing of the 30-person Cross Tower
Operations team that oversees Major Incident, Problem, Change,
Release, Software License Compliance, and Configuration/Asset
Management processes
. Oversaw the successful implementation of the ITSM processes and Tools
used operationally on the account
. Retained overall accountability for the operational performance of
processes and team members measured by Contractual SLAs; effected
changes to improve/optimize the overall performance of the team and
undertook continuous improvements while ensuring costs were kept
within the team budget ($2M)
CAREER HISTORY and SELECTED ACHIEVEMENTS (continued)
January 2010 - February 2012 Affiliated Computer Services (ACS-Inc, a Xerox
Company), Austin, TX
Systems Consulting Senior Manager (IT Service Management)
. Owned the organizational IT Service Management roadmap and initiatives
(people-, process-, and tool-related)
. As Process Architect, created Incident, Problem, Service Request,
Change, Event, Access, Information Security, Configuration, Service
Level, Service Catalog, Capacity, IT Service Continuity, Defect, and
Audit processes
. Coached and mentored 189 staff to ITIL v.3 Foundation certification
. Designed the governance model for IT Service Management and developed
monthly management dashboards
. Implemented initiatives to ensure the successful passing of PCI,
SSAE16, and Wells Fargo Audits
July 2009 - December 2009 Owlpoint, Hillsborough, NJ
Senior ITSM Consultant
. Worked with clients to implement and institutionalize ITSM Programs
April 2009 - June 2009 ITSM Authority, Austin, TX
President and Senior ITSM Consultant
. Conducted maturity assessments and created ITSM Programs for clients
(US Dept. of the Interior, Monsanto)
Jan 2007 - March 2009 Plexent, Austin, TX
Senior ITSM Consultant
. Worked with clients (Unisys, Dell, Hughes Network Solutions, Laurence
Livermore National Labs, Austin Energy, Aviva) to implement and
institutionalize ITSM Programs which typically consisted of process
maturity assessments (comparing the current state to industry best-
practices and assigning a CMM-based score); ITSM Roadmap creation;
ITSM awareness and ITIL Foundation training; new process creation
(based on ITIL, CoBIT, CMMi, ISO20K best-practices and regulatory
requirements); tool requirements gathering, selection, configuration
and customization; process/tool training; process/tool implementation
and institutionalization; setting up an ITSM Governance body;
metrics/reporting; and continual process improvement
April 2005 - Dec 2006 USAA, San Antonio, TX
Business Project Manager/Business Architect/ITIL Training Coordinator/ITIL
SME
. Managed as a member of a four-person team, the implementation of
USAA's ITSM Program (consisting of over 30 Projects) which had three
core elements - people, processes (10 ITIL v.2 processes), and tools
(integrated ITSM tool suite, CMDB, DML) - the benefits to USAA of
which are estimated at over $30M
. Acted as ITIL SME and process SME guiding the creation of to-be
processes and had sole responsibility for ensuring integration between
processes and that audit requirements were met
. As ITIL training coordinator evaluated and selected a vendor,
undertook contract negotiations, training evaluation, course creation.
Managed over 400 staff to ITIL Foundation and 16 staff to ITIL
Practitioner certification
May 2004 - April 2005 Capital Group of Companies, San Antonio, TX
Senior Business Systems Analyst (ITIL, Service Management, Change
Management, SLA Consultant)
. Implemented Enterprise-wide IT Service Management industry best-
practices as a member of a four-person internal consultancy team with
responsibilities for Change Management and Service Level Management
May 2004 - May 2004 International Bank of Commerce, San Antonio, TX
ITIL Consultant
. As ITIL Consultant, produced extensive report (both strategic and
tactical) documenting current state of IT Help Desk, proposed future
state, gap analysis and recommendations based on ITSM best-practices
Oct 2003 - Jan 2004 Northwestern Mutual, Milwaukee, WI
ITIL Consultant
. Undertook the role of ITIL Consultant within the Service Desk and
Problem Management Projects
CAREER HISTORY and SELECTED ACHIEVEMENTS (continued)
May 2003 - Jul 2003 University Physicians Group, San Antonio, TX
ITIL Consultant
. Implemented a Service Improvement Program (SIP) and instigated a
Service Culture based on ITIL best-practices
. Implemented Service Desk, Incident, Problem, Change and Contingency
Planning/Disaster Recovery processes
Aug 2002 - Apr 2003 Emigrated from the UK to the USA (ineligible to work
during this timeframe)
Jan 1998 - Jul 2002 First Direct Bank (HSBC), Leeds, UK
Team Manager, Incident/Problem Management Teams, IT Department
. Pioneered, launched and managed First Direct's ITIL-based Problem
Management process and function
. Established, supervised and led Incident Management and Problem
Management teams
May 1995 - Jan 1998 First Direct Bank (HSBC), Leeds, UK
Team Leader, IT Operations/Incident Management Team, IT Department
. Liaised during service outages with customers, HSBC data centres and
third party IT service providers at senior management level at all
times maintaining excellent working relationships and using best
practices
. Coached, trained, developed and mentored team members, created and
maintained individual development plans, performed appraisals, decided
annual performance scores and bonuses, promotions and hiring
Nov 1995 - Jun 1996 First Direct Bank (HSBC), Leeds, UK
Project Manager, IT Department
. Led twelve-person team to successful completion of IT Operations'
'Training, Education and Development' Project
Sep 1989 - May 1995 First Direct Bank (HSBC), Leeds, UK
Computer Operator, Computer Operations Team, IT Department
. Responsible for operating First Direct's computing and telecom
environment and Services across multiple platforms
. Produced user guides and training packages to help the development of
colleagues
Jul 1985 - Aug 1989 University of Huddersfield, Huddersfield, UK
IT Resource Center Technician
. Designed and produced training packages and presented these in a
classroom environment
. Designed the layout and managed the day-to-day operation of the
Resource Center which drew praise from Her Majesty's Inspectorate
(HMI) for its work and adherence to good working practices
EDUCATION and CERTIFICATIONS
. ITIL Expert 2008
. ITIL v.3 Foundation 2008
. ISO20000 Foundation 2008
. ISO20000 Professional (Manage and Improve) 2008
. ISO20000 Professional (Control of IT Services) 2008
. ISO20000 Professional (Alignment of IT and the Business) 2008
. Introduction to CMMI v1.2 2008
. Skillsoft HDI Customer Support Specialist 2007
. Skillsoft PMP PMBOK Guide Third Edition 2007
. Skillsoft Certified Associate in Project Management (CAPM) 2007
. ITIL v.2 Support and Restore Practitioner certified trainer 2007
. ITIL Practitioner (Establishing and Managing IT Services) 2005
. ITIL Masters in IT Service Management (coursework and SS exam passed
to 'distinction' level) 1998
. ITIL Foundation in IT Service Management 1996
. BSc Degree equivalent Computer Studies, Huddersfield University