Manager Management

Raymond Ortiz, ITSM, ITIL V*

210-***-**** *******.*******@*****.***

Highly skilled and versatile ITSM professional with 10 years of experience

capable of pushing the limit creatively in a fast-paced, multi-faceted IT

environment.

Summary of Qualifications and achievements

Accomplished Information Technology Service Manager with proven

achievements in systems management involving infrastructure management,

data warehouse management, process analysis and project management.

Usability expert with innovation in intelligence design and implementation

that execute Service Delivery objectives. Achievement highlights include:

. Structure three enterprises from the ground up in Asset/Configuration

Management and IT Help Desk environment while successfully managing

project budget and personnel.

. Design a Configuration Management Library Index (CMLI) to assist with

better searching of IT assets

. Formulate CI Relationship Report (CI to CI/CI to People) utilizing SAP

Business Objects Enterprise XI (BMC Analytics).

. Create Personnel Mapping Blueprint employing MS VISIO detailing all

employees within the organization.

. Receive 3 Customer Appreciation Awards for Outstanding Customer

Service, Friendly/Courteous Service, as well as the Above and Beyond

Expectations Service Award

Technical Summary

Microsoft Office Suite, Lotus Notes, SAP Business Objects

Software: Enterprise XI (BMC Analytics), Remedy 7.x, Siebel, Symantec GHOST,

BOMGAR, DameWare, SQL Query Analyzer

OS: Windows 9X / NT / 2000 / XP / VISTA / 7, UNIX, Linux RedHat

Hardware: Dell, HP / Compaq, IBM PCs, Blackberry, Linksys Routers, Printers,

Xerox Workcenters, PDAs

Networking TCP/IP, LAN/WAN, DSL, Cable, VoIP troubleshooting, Wi-Fi, Cat

: 5e/Fiber

certificat (A) Process Capability Training: (1) Physical Design Review

es of Coaching (2) Procedure Development Training. (B) Business Scenario

completion Training. (C) Introduction to Change Management Workshop. (D)

: Remedy 7.6 Change Management Workshop.

(DoD)

Work Experience

Capgemini America LLC, Austin, TX May 2012 - Present

Configuration Data Manager

. Serve as founding member of "Texas Department of Information Resource

(DIR) Project" Configuration Management team while overseeing Xerox

and ACS Inc regarding CMDB of 32 government agencies with 14000+ CIs,

and defining both Hardware and Software Product Catalog in BMC Remedy

7.6x database.

. Police CMDB data quality against defined standard utilizing

ServiceNow/BMC Analytics to produce project timeline designated

reports.

. Verify and update CMDB data employing Auto-Discovery tool (CMDB

Driver) and MS Access to correct discrepancies meanwhile authoring (1)

Reconciliation Remediation (2) Define Precedence Rule documents.

. Successfully formulate and deploy User Acceptance Testing (UAT)

process for the ServiceNow (a SaaS provider) console regarding report

creation.

. Design FRD (Functional Requirement Documents) Process to generate CI

information/relationships reports catered to Data Owner clients

delivered at appointed collection times.

. Appointed as Change Coordinator for the Configuration Management Team

leading CAB and emergency CAB meetings to implement change and

expedited approval requests while documenting all Change Records.

Fort Sam Houston US DoD/TEKsystems, San Antonio, TX November 2011- April

2012

Customer Relationship Manager (contractor)

. Serve as Liaison between Army Enterprise Service Desk (AESD) and

Network Enterprise Centers (NECs) located at 26 Army bases across

country executing Operational Level Agreement (OLA).

. Monitor Incident Management (Dell Tier 1 Support) and Problem

Management to consolidate ticket routing and resolution utilizing

Remedy 7.1x ticketing systems while collaborating with other ITSM

process management in resolving cross impact of each department.

. Ensure accurate project data and status reports to generate trend

analyses which identify technical issue origins.

. Design "Monthly Service Level Objective (SLO) Status Graph" detailing

all SLO contracts and the execution within each category.

. Acquired SECRET Clearance for this position.

Military Health System Cyberinfrastructure Services US DoD/FRC, San

Antonio, TX June 2010 - November 2011

Asset Analyst (contractor) [June 2010 - December 2010]

Asset Manager (contractor) [December 2010-November 2011]

. Promoted from Asset Analyst to Asset Manager within 6 months of

hiring.

. Manage configuration items (CI) in a Configuration Management Database

(CMDB) for MCiS (Air Force/Navy/Army) in 59 hospitals and 364 health

clinics worldwide with KPI/CSF and Gap Analysis quarterly updates.

. Create, search and modify CI records using BMC Remedy 7.1/7.6x (Asset

Management Console) to ensure relationship and asset accuracy while

dictating/authoring department procedure and policy incorporating

Business Process Reengineering.

. Serve as Backup Configuration and Change Manager while collaborating

with Incident Management and Problem Management regarding issue

resolution in compliance with ITIL Service Level Management Process.

. Design and formulate (A) Configuration Management Library Index, (B)

SSL Certificate Expiration Activation Process, (C) CI Relationship

Report, (D) Personnel Mapping Blueprint and (E) CMDB Asset Audit Log

that increase productivity and efficiency by 90%.

Fort Sam Houston Enterprise Service Desk US DoD/Goldbelt Raven, San

Antonio, TX November 2009 - June 2010

Tier 1 Technical Support-Enterprise Service Desk (contractor)

. Dispatch technical training/support for Military Treatment Facilities

(MTFs) and clinics throughout 14 global regions serving Military

Health Care clients.

. Successfully enlisting issue tracking system BMC Remedy 6.x

environment while administering hardware/software support through

phone, email and web portal communication.

. Optimize centralized interface remote management employing DameWare NT

Utilities to effectuate Virtual Network Computing, server application

installation/restoration, pass-through authentication and smart card

support.

. Expedite enterprise remote support solution utilizing BOMGAR remote

control system to deliver remote desktop control such as file

transfer, session recording, multiple monitor support and chat.

. Acquired CONFIDENTIAL Clearance for this position.

CITI Group/Capital Group, San Antonio, TX January 2008 - November 2009

Level III - Senior System Analyst (contractor)

Desktop Support Technician (contractor)

. Identify, escalate and follow up on critical issues concerning 2100+

CITI branches worldwide to achieve first-call resolution (FCR) and

remote troubleshooting.

. Interpret software (Orchestria, MS Office, Extra! Attachmate and

Remote Office web) and hardware (HP/DELL pc, printer, phone and

scanner) issue origins utilizing MS Office, DOS, AVAYA Modular

Messaging, Altiris Software Distribution, SQL Query Analyzer and

Active Directory to restore functionality and generate solution

procedure analyses.

. Successfully execute Service Level Agreements (SLA) project timeline

in ministering desktop support for Corp Actions, Training, Unclaimed

Property and Shareholder Service corporate clients with catered

software to each department.

. Collaborate in creation of a Knowledge Database as a desktop support

reference that ensure industry adherence to best business practices.

Accenture, San Antonio, TX July 2006 - January 2008

Workstation Lead

RSA Secure Token Administrator

IT Asset and Configuration Manager

. Serve as a founding member in the creation of the first US Accenture

delivery center while successfully managing $200K annual budget of IT

purchases and implementations in a Managed Hosting Services

environment.

. Manage and lead 10 technicians (desktop/help desk/server/network)

supporting 3 locations in San Antonio and New Braunfels with 900

employees utilizing Siebel and Remedy incident tracking software.

. Provide project leadership in industry benchmark compliance while

mentoring/coaching team members with one-on-one progress sessions.

. Achieve CMDB conversion from proprietary ticketing system to Remedy

6.x framework expediting CMDB maturity.

. Lead as RSA Secure Token Administrator and Imaging Specialist

employing Symantec Ghost versions 7.5/8.3, which deliver catered

interfaces to 40 pertinent corporate clients.

. Accomplish IT Asset Management process implementation and establish IT

Asset auditing/verification procedure, which execute industry

standards and accuracy in Asset Management Database (AMDB).

Valero Energy Corporation /Select Staffing Services, San Antonio, TX

August 2005 - June 2006

Help Desk Technician (contractor)

. Serve as point of contact for front-end enterprise level remote

technical support to 20,000+ corporate employees via phone, email and

web portal.

. Successfully deliver trouble ticket resolution in software (SAP, MS

Office, FuelFACS, MAGIC, IXOS, Railcar, and Remote Admin), hardware

(desktop, laptop, monitors, printers and peripherals) and network

connectivity issues.

. Sanction as AirCard Administrator certifying VPN permits while

logging, tracking and dispatching mobile modems to VIP personnel.

. Perfect urgent/priority ticket resolution employing Magic Issue

Tracking System and BMC Remedy Action Request System in concordance

with Service Level Agreement (SLA).

Earthlink Internet Services, San Antonio, TX January 2005 - July 2005

Help Desk Technician

EZ Storage, Columbia, MD January 2004 - December 2004

Relief Manager

IT Network Specialist/Desktop Support

Education and certifications

Currently pursuing an undergraduate degree in Information

Technology/Computer Science through distance learning. List of colleges

attended:

ST PHILLIPS COLLEGE-San Antonio, TX

AAS in Network Security Administration.

Attended Fall 2005 - 2006

CCBC COMMUNITY COLLEGE OF BALTIMORE COUNTY-Baltimore, MD

AAS in Network Technology.

Attended Fall 2004 - 2005

OLLU OUR LADY OF THE LAKE UNIVERSITY-San Antonio, TX

BBA in Computer Information Systems.

Attended Fall 1991 - 1992

. A+ - CompTIA Computer Technician 8/25/2004 COMP001003198395

. MCP - Microsoft Certified Professional 2/6/2010 SA6DTT5111

. ITIL V3 FOUNDATION - Information Technology Infrastructure

Library 9/12/201*-********

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