PHILLIP C. MACLIN **** Village Drive, Hazel Crest IL 60429

Full Stack IT Pro with an Outstanding Service Delivery History: 708/261-1492

Excellence in Project Management, Business Systems Analysis, acqisd@r.postjobfree.com

Continuous Service Improvement, Change Management, Process Analysis & Design and Web Development.

EXECUTIVE PROFILE

Expertise Summary

• 8+ years in Business Analysis/ •Expertise in project management, business analysis, process decomposition, and

Project Management documentation of stakeholder requirements and root cause analysis.

•Unique I.T. Leadership with experience from multiple SDLC perspectives. “Full

• Starter League Web Dev

Stack” IT Professional – Experience in every phase of the lifecycle.

• ITIL Foundations Certified

•Superior technical writer, including use cases, user story modeling talents in agile

• ITED Certified (scrum) environments, and curriculum development.

• Business Process Improvement •Outstanding in the area of written and verbal communication.

specialist and End-to-End •Strategic thought leader in the areas of business development.

Service Manager •Core competencies and contributory highlights involve solution delivery in the areas of

I.T. Operations Management and Process Improvements.

• SDLC Waterfall & AGILE

•Core organization development competencies include: Continuous Improvement with

(Scrum) Methodologies

regard to I.T. Support services and the problem event lifecycle. Record of improving

• Mentor, Coach, Brewer and

processes through rigorous review, data collection and root cause analysis.

Consummate Team Player

CAREER HISTORY

BlackStonePark IT Co., Metro Chicago, IL Dec 2014 – Present

Technology Consultant/General Consultation

Scope: IT generalist and technology consultant for local businesses and non profits. Working with several non profits to

align tech and business goals; Deploying no-cost/low-cost marketing and advertising tools to support business objectives

(e.g. improving search engine results, improving web presence and tech profile). Includes web design, custom application

development with the Rails framework, organic search engine optimization (SEO), competitor analysis, UI enhancements,

web analytics, technical writing, training and tech-focused business planning, requirements gathering and light

troubleshooting.

Controls: Working with business owners, stakeholders and system users to deploy no-cost/low-cost, open source tools.

• Consulted and developed web marketing strategy for local non profit with national profile. Includes setting up

donation and web advertising strategies.

• Created custom desktop and mobile (responsive) application for local business.

• Working with west loop incubator on several other tech-focused small business projects.

INSURANCE AUTO AUCTIONS INC (KAR), Westchester, IL Aug 2012 – Aug 2014

Service Delivery Manager – I.T. Operations

Scope: Interfaced closely with the IT Support team to ensure an optimal level of performance with regard to end-user

interaction with the help desk and other groups providing services to the enterprise. Worked closely with Development and

Infrastructure teams to accurately report the status of internal and external outages while providing real-time feedback

throughout the problem event lifecycle. Responsible for the continuous improvement of existing services and processes

while continuously seeking new opportunities to improve service delivery. Maintained business satisfaction and confidence

by increasing trust through consistent service delivery. Generally worked to use data and metrics to more closely align I.T.

with business goals.

Major accomplishments includes the enhancement of the Root Cause Investigation process resulting in the increase of event

root cause to percentage increases each year, while the number of events decreased as a result of cleaner metrics and

commitment to learn about the problem event lifecycle. Moreover, my dogged pursuit of root cause drove a cultural shift in

IT and an increased sense of ownership by development and infrastructure groups. IT SDM for Fortune 1000, Information

Week Top 100 (33) 2014 company.

Controls:

Managed daily operations for IT Operations team, acting as interim Operations Manager (Team of 7), working

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closely with and assisting with the management of support teams.

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Maintained root cause data (including knowledge base) and analysis while leading RC investigations; doggedly

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pursing root cause for all enterprise events, and maintaining data and metrics.

Through metrics, and creation of a service delivery catalog, generated the ability to maintain the true cost of IT

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Services. Added value by helping IT Department significantly decrease year-to-year root cause percentage, based in-

part on a well maintained knowledge base.

Instituted Knowledge Sharing lunch sessions, facilitating the transfer of knowledge from infrastructure groups to the

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Operations Team, therefore increasing OPS’ ability to monitor systems and troubleshoot issues.

Added value by leading Lessons Learned/Post Mortem meetings as part of a comprehensive problem event and

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knowledge sharing strategy.

Continuous improvement initiatives including the drive to improve enterprise-wide communication strategies.

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Created and maintained ITIL-inspired documentation including the Service Catalog and CMDB.

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Leading role with migration from old ticketing system to new platform (Service Manager).

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Responsible for publishing several enterprise-wide product and system health reports.

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Added value by redesigning the Beginning of Day report (B.O.D.) resulting in a more visual, easier to consume

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report accessible on desktop and mobile devices; Report was distributed at the executive level.

INSURANCE AUTO AUCTIONS, Westchester, IL Apr 2011 – Aug 2012

Business Systems Analyst – Project Manager/Business Solutions – E-Business (B2B)

Scope: Performed business process analysis, design, requirements gathering, technical writing and application

decomposition. The role required the ability to interface with technical, development and infrastructure teams as well as

business stakeholders. Major accomplishments include a significant role with the creation of the visual documentation

(technical and functional requirements) for a successful B2B product integration project that introduced new enterprise-wide

financing (vehicle “flooring”) technology for over 160 physical locations.

Controls: Liaison between stakeholders, internal and external business users and application development teams.

Highlights include work as co-lead BSA to design XML based data exchange system with sister company. Major role in

visual representation of data schema. Excellence with verbal and written communications. Recruited to I.T. management

position in I.T. Operations.

INDEPENDENT IT CONSULTANT, Metro Chicago, IL Feb 2010 – Apr 2011

Technology Consultant/General Consultation

Scope: Work primarily with micro, small- and medium-size business on IT related business needs including web design

and application development (.Net), organic search engine optimization, competitor analysis, business intelligence, web

analytics, technical writing, general technology business planning and issue clarification.

Controls: Work with business owners, stakeholders and system users with SMBs and Non-Profit organizations.

• Advised decision makers on best technical focused business planning.

• SMB tech evangelist promoting “no cost/low cost” (cloud and open source) business tech options.

• Web design and small business web-based application development, data gathering and database normalization.

GEORGE S. MAY INTERNATIONAL COMPANY [GSMIC], Park Ridge IL May 2007 – Jan 2010

Information Technology Business/Systems Analyst

Scope: Conduct business process analysis, design, requirements gathering, technical writing (user manuals, training

materials, white papers, business plans), application decomposition, technical training, tech planning, consultation and client

support. PM Lead with move of entire business unit to a 100% virtualized network lowering the overall TCO of the

department and increasing IT support efficiency.

Controls: Primary liaison between stakeholders, internal and external business users and the application development team.

• Mapped and documented “As-Is” and target departmental business and systems processes and custom ERP suite.

• Project Management lead in the development of IT consulting business, including strategic planning, market and

competitor analysis and new sales compensation structure, marketing, advertising and impact branding;

• Strategic thought leader, visionary; assisting with the re-shaping the organization’s mission.

JP MORGAN CHASE – Treasury & Services, Global Client Access (Contract), Chicago IL Feb 2007 – May 2007

Systems Analyst II - Contractor

Scope: Conducted business process analysis, requirements gathering, process decomposition and technical writing.

Controls: Worked as part of the GCA team during the BankOne Merger to decompose and document mainframe business

processes.

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Worked as part of a team of analysts to map and document “As-Is” business and system processes in order to

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facilitate merging systems; Facilitated requirement gathering and employee interviews via survey and questionnaire.

CITY OF CHICAGO, Department of Children and Youth Services (CYS) Jan 2005 – Feb 2007

Project Manager/Technology Consultant, City of Chicago (Jan.-Oct. 2005)

Scope: Project Manager on two major initiatives, including a new web-based maintenance and reporting tool for Head Start

program management; Design & development of multi-faceted user registration process for training purposes.

Controls: Supervised a team of 10 providing training, technical guidance, troubleshooting and outreach to over 1000 end-

users and staff. Project Managed deployment of a new data-driven training curriculum with standardized lesson plans and

revamping of support desk of the support desk. Support desk project value add was the new ability to track and quantify

incidents and resources. As a result the department was able to determine the true cost of I.T. Support Service.

METROPOLITAN PLANNING COUNCIL (MPC), Chicago IL March 2003 - Nov. 2004

Technology Associate

Scope: Conducted policy analysis, research, small business and non-profit outreach and project management on technology

and telecommunications infrastructure projects as they related to economic and community dev., and public education.

Controls: Promoted technology-based economic development initiatives; formed strategic alliances with key government

and community leaders including local and state politicians and major vendor reps.

• Published (managed research, generated the main concepts, art- & copy-directed, led team) “From Broad Shoulders

to Broadband,” a 10-minute video and supporting documentation extolling Chicago’s advanced telecommunication

infrastructure. Collaterals included a press release carried by both major Chicago newspapers and Crain’s Business.

PROFESSIONAL DEVELOPMENT

Education:

Starter League Web Development program (Mar. 2015); Bachelor of Science, I.T. (Oct. 2001), DeVry Institute of

Technology, Tinley Park, IL, Nat’l Deans’ List, 2001

Bachelor of Arts, Political Science – Pre Law, Morehouse College, Atlanta GA

Certifications: ITIL Foundations Certified 2012; Completed 36hrs course for PMP, ITIL, Six Sigma GB & MS

Sharepoint; IT Executive Development certified 2013;

Affiliations: Infant Jesus of Prague Advisory School Board Member and Head Football Coach 2013 - Present; The Little

Bear Foundation Board Member (2006 – Present); IIBA (2010-present); CTCNet Chicago Board member/Policy and

Advocacy Co-Chair (2003-2005),

Applications: Web Development (Ruby on Rails Framework, HTML, CSS/Bootstrap, Java Script), Microsoft System

Center – Service Manager Administration (.5yr), Drupal CMS development (2yrs), Excel, One Note, Adobe Dreamweaver

(12yrs) for wire framing and prototyping, Photoshop (12yrs) for design, MS Project (7yrs), Visio (9yrs) for process mapping

(decomposition and improvement), Sharepoint for collaboration (3yrs).

Hobbies: Avid Home Brewer, Youth Mentor and Coach (Football, Baseball and Basketball school and community

programs), Long time Dee-Jay & Emcee

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