Seasoned IT professional (** year career, * years as a trainer, 4 years as a team leader, 4 years as a manager, 8 years as a consultant in the US, 7 years Program/Project Management experience) with broad experience and possessing extensive technical, managerial, training and project skills and many and varied positive personal qualities which are transferable into any industry.

ITIL/ITSM Expert and ISO20K Certified Consultant. Dynamic results-oriented individual with quantified successes in complex operations management. Determined, proactive solution provider who thrives on challenge. 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 individual who 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.

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

CAREER HISTORY and SELECTED ACHIEVEMENTS

January 2010 – present Affiliated Computer Services (ACS-Inc, a Xerox Company), Austin, TX

Systems Consulting Senior Manager (IT Service Management)

• Owned IT Service Management roadmap and initiatives (people-, process-, and tool-related) across the whole of the Payment Solutions Group organizational silo

• Created, as process architect, 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 metrics

• Undertook the role of organizational Auditor managing initiatives to ensure the successful passing of PCI, SSAE16, Wells Fargo Audits

• Lead and influenced cross-functional teams and regularly interfaced with senior executives

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 Projects involving maturity assessments (comparing the current state to industry best-practices and assigning a CMM-based score to the processes in scope); 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

• Created commercially-available on-line training materials (Skillsoft)

• Winner of Golden Plexus Award for outstanding customer contributions

CAREER HISTORY and SELECTED ACHIEVEMENTS (continued)

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 which has three core elements - people, processes (10 ITIL v.2 processes), and tools (integrated ITSM tool suite, CMDB, DSL) - the benefits to USAA of which are estimated at over $30M

• Acted as process SME guiding the creation of to-be processes and had sole responsibility for ensuring integration between processes and that audit requirements were met

• Undertook Business Architect responsibilities at the Program level ensuring each Project met it’s individual requirements while also supporting and enabling all other Projects within the Program

• Undertook the role of ITIL training coordinator which involved evaluating and selecting a vendor, contract negotiation, training evaluation, course creation, and SME role. Managed over 400 staff to ITIL Foundation certification and 16 staff to ITIL Practitioner certification

• Acted as ITIL SME on the process improvement Projects and various tool Projects within the Program

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

• Undertook the role of ITIL Consultant within the IT Department. 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 which introduced ITIL-based enterprise-wide Incident Management processes, upgraded the existing Help Desk to an ITIL-based Service Desk, and formalized the Problem Management function

May 2003 – Jul 2003 University Physicians Group, San Antonio, TX

ITIL Consultant

• Implemented a Service Improvement Program and instigated a Service Culture based on ITIL best-practices

• Implemented Service Desk, Incident, Problem, Change and Contingency Planning/Disaster Recovery processes

• Undertook ITIL Foundation Certificate training for key staff members to ensure the Service Improvement Program flourishes and an ITIL legacy remains

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

• Designed, implemented and tested IT Operations department’s BC/DR Plan based on ITIL ITSCM best-practices

CAREER HISTORY and SELECTED ACHIEVEMENTS (continued)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 the First Direct IT Operations ‘Training, Education and Development’ Project (reporting directly to the head of the IT Operations department)

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 equipment 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. The Center drew praise from Her Majesty’s Inspectorate (HMI) for its work and adherence to good working practices

EDUCATION

• 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) September 2005

• ITIL Masters in IT Service Management (coursework and SS exam passed to ‘distinction’ level) January 1998

• ITIL Foundation in IT Service Management June 1996

• BSc Degree equivalent Computer Studies, Huddersfield University, 1982-85

ADDITIONAL TRAINING

Various Team Leaders’ Courses Powerdialler SQL

Appraisal Skills Aspect (ACD) Customview Producer & Director

Personal Development Aspect (ACD) Customview Editor

Positive Influencing Skills/Relationship Building Introduction to Unix (AIX10)

Customer Care Workshop Introduction to Microsoft Project

InfoMan (IBM Change Management) ITSM/Service Desk tool experience

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