Project Management

Amos Herrera, MBA, PMP

***** ***** **. ******** ******, CA 92708

714-***-**** ***********@*****.***

PROFESSIONAL EXPERIENCE

INFORMATION TECHNOLOGY MANAGEMENT IT OPERATIONS MANAGEMENT BUSINESS DEVELOPMENT IT PROJECT MANAGEMENT

Results driven IT Business professional with PMP, recent MBA in International Business, and 12 year track record of

success in global IT management, international business, and multinational project management, leveraging broad

business experience, technical knowledge and analytical skills to help organizations achieve their strategic objectives.

Continuously seek innovative ways to improve operation productivity, through the introduction of new technologies,

systems, methods and controls to achieve desired results. Strong team builder and coach: skilled at inspiring

confidence, leading by example and building loyal, high performance teams committed to quality. Proactive problem

solver: implementing solutions with careful consideration to the bottom line, long range goals, feasibility and ease of

use. Fluent in Spanish.

IT Operations IT Business Development IT Project Management

Systems Administration Staff Management & Training IT Procurement

PROFESSIONAL EXPERIENCE

FIRST AMERICAN CORPORATION/ CORELOGIC, Santa Ana, CA 2005 – Present

Lead Sr. Network Operations Center (NOC) Analyst

Advanced on fast track to plan and manage migration and integration of Santa Ana and Dallas based IT operations to

India, overseeing project team in all 3 locations, utilizing project management methodologies, including management of

international vendors and suppliers, in country staffing, etc. Currently manage and develop day to day operations and

combined international staff of 25 30 in US and India handling service desk and incident management

requests/incidents to consistently achieve 100% of aggressive SLA objectives. Day to day duties also include:

• Full life cycle project management handling with communication on every stage of the project and manage a

variety of project stakeholder types: including both technical and non technical stakeholders via PowerPoint

presentations, email, and project dashboards.

• Build key working relationships with IT Change Management, Problem Management, and Service Level

Management by working through strategic objectives and managing within ITIL’s framework

• Assist SAS 70, SOX auditors in locating key information and provide reports via Service Online as needed.

Provide immediate consult and remediation efforts to rectify any deficiencies identified

• Document business and technical processes geared towards a technical and non technical user audience

• Develop and maintain monthly detailed call center and resource reports via Crystal Xcelsius Reports to help

model and forecast trends

• Global Administrator for AlertFind Mass Notification developed a robust notification system to aid in mass

notification during IT severity outages. Responsible for architecture changes and work with SaaS provider to

solve complex system issues

• ServiceNow IT Operations Administrator responsible for user administration, workflow layout for service

desk/incident management module, role configuration and maintenance. Continuously find ways to improve

functionality by documenting business processes and testing in ServiceNow sandbox environment. Advanced

reporting setup for monthly and ad hoc use. Work with developers to test proof of concepts, such as CMDB

and Knowledge Management interfaces in UAT and helped coordinate deployment into production. Train staff

on new functionality. Work with ServiceNow SaaS provider to report major issues and participate in

ServiceNow technical forums to troubleshoot and resolve issues reported.

• Assist Technical Automation Team with set up of BAC/SiteScope scripts for IT Operations automated alerts

using SOAP API.

KEY ACCOMPLISHMENTS:

AMOS HERRERA ***********@*****.***, Page 2 of 3

• Reduced future migration timeframes by up 50% by establishing standard project process and WBS (Work

Breakdown Structure) with project management plans based on best practice methodologies by creating

corporate project templates.)

• Established quality management plans for current/future departmental projects and operational production

utilizing Kaizen, Six Sigma, Lean, and TQM techniques.

• Cut vendor costs as acting Procurement Manager by introducing scoring model, RFP, vendor comparison, and

overall vendor selection process.

• Created full Business Continuity Plan (BCP) for international operations in the event of foreseen/unforeseen

circumstances to circumvent impact to business production.

• Project Dashboard – MS SharePoint system to give Senior Management high level overview on IT Operations

Projects (on time, slipping, issues, cost overruns)

• Recipient of Employee Excellence Award in 2009 for demonstrating exemplary customer service, improvement

and development in a major business process area, and displaying highest form of business integrity and

ethics when working with fellow employees and customers alike

SELECTED PROJECTS:

• Helpdesk Call Support migration Successfully lead and managed a cross functional project team of 12 to

migrate a call center from San Diego to Santa Ana. Consolidation efforts saved company over $500K .

• International Infrastructure migration of 24x7 IT Operations Managed project and virtual teams to successfully

initiate a 24x7 IT operations in Bangalore, India utilizing International Business Management techniques to

manage across culturally diverse teams during and post project migration efforts.

• ServiceNow Ticket system migration to IT Operations Directed and managed a project team to deliver a new

ticket system to IT Operations as part of a corporate initiative. Subject Matter Expert (SME) in ServiceNow

functionality. Created documentation and trained IT Operations staff on all areas of ITIL ticketing/reporting

processes.

• Infrastructure enhancement project Cost reduction project to review legacy servers in data center and

integrate into cloud computing/virtualization environment. Responsible for documenting and coordinating a

technical staff to move physical legacy infrastructure into virtual environment (virtualization). Cost reduction

project yielded over $1M in company savings.

ENVIRONMENT:

MS Office Suite, MS Project, Advanced MS Excel (Formulas, Macros, Pivot Tables, Data Analysis), MS

Exchange, SharePoint Portal, NetBackup, Crystal Reports, Business Objects Xcelsius Business Reporting,

IPS/IDS, VMware, ESX Hosts, Cloud Computing, AlertFind Mass Notification, Remedy, Tracker, Heat,

TechExcel, Service Now

ALLERGAN PHARMACEUTICALS, Irvine, CA 1999 – 2005

Lead NOC Analyst – Global Operations Center

Senior NOC Analyst – Global Operations Center

Primary Support Specialist – Latin American Support (Bilingual English / Spanish role)

Led and developed cross functional staff of 10 in 24x7 support of network operations center with operations supporting

50 countries and 5000+ users. Worked closely with Global IT Managers in 50 countries and aided in resolution of

internationalization and translation issues as well as inter cultural communication. Oversaw team handling

administration of multiple enterprise systems. Managed escalation of mission critical issues to IT managers and

AMOS HERRERA ***********@*****.***, Page 3 of 3

executives. Oversaw business continuity / disaster recovery compliance including SAN backup and off site tape

production processes. Also ensured regulatory compliance with ISO and FDA requirements.

KEY ACCOMPLISHMENTS:

• Selected to oversee business continuity / disaster recovery compliance.

• As Lead NOC Analyst, played major role in substantial performance improvement in NOC team metrics –

response rates, resolution timeframes, and system uptime.

• Slashed risk from pending infrastructure and system changes by spearheading risk assessment / risk

mitigation in change control meetings.

ENVIRONMENT:

HP OpenView/OVOW (Network Node Manager, IT/Operations), CiscoView, CiscoWorks, Sniffer Pro, Fluke, VitalSuite,

Autosys, Omniback, Network Storage Exec, Cisco Routers, HP Servers

EDUCATION

Honors Master of Business Administration (MBA) International Business 2011

UNIVERSITY OF LA VERNE

Bachelor of Science (BS) Telecommunications Management 1999

DEVRY INSTITUTE OF TECHNOLOGY

Project Management Professional (PMP) #1223565

PROJECT MANAGEMENT INSTITUTE (PMI)

ITIL Foundations Version 3Certified

ITIL FOUNDATIONS

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