Manager Management
Resume:
Antonio G. Petillo
Burlington, CT 06013
Phone 860-***-****
E-mail **********@*****.***
Summary Savvy, resilient, ambitious and energetic professional with
well-developed written and oral communication, analytical, customer
service, mathematical and organizational competencies. Exceptional
leadership and problem solving skills with the ability to work under
pressure to meet tight deadlines. Skilled at troubleshooting and
resolving situations rapidly and effectively with a proven ability to
interact professionally in problem solving situations with a team.
Certifications
ITIL Level III Certification, achieved in 2010
Obtained CMMI Level I cert 2005 and served as a team member of the
Professional appraisal team for department certification.
Experience Aetna Hartford, CT 2001 to 10/2012
Lead Change/Release Manager
Used ITIL and CMMI disciplines to support over 20K changes a year, which
included all infrastructure, application and facility changes running in
all Production, Development and QA and Stress environments, supporting
all vendor supported disciplines in all Aetna Data Centers and field
offices across the country and internationally. Was responsible for all
change criteria and ensuring change activities co-existence and timings,
preventing any collisions and/or possible impact to business processing.
Chaired weekly CAB meetings, to protect the data processing environment
from changes that are potentially disruptive or that carry unacceptable
risk/impact. This included the processes on installation planning,
communicating, project management, coordinating, scheduling,
implementation monitoring, and post-change-analysis. All are accomplished
via a controlled process, based on technical and business evaluations,
prioritization, coordination, and optimum use of resources. Performed
continuous process improvements; determined standards and measures, and
analyzed change activity data toward meeting / exceeding Six Sigma
service levels. Identify and respond to Problems caused by change and
hold problem cause analysis meetings in order to reveal route cause and
future prevention.
Project Management
Provided project leadership and/or project participation on moderately
complex business or IT driven initiatives spanning multiple
organizations.
Represented the Enterprise Change Management team and helped to lead a
project to implement the BMC Remedy IT Service Management suite;
initially the Change Management application and Configuration Management
Database (CMDB). This work included gathering requirements, designing
customization and performing regression testing through the Agile
framework.
Learned how to use Captivate software in order to create 12
Technology-Based-Training (TBT) classes to train 1500 users of the new
Change Management tool BMC Remedy.
Narrated 6 of the TBTs that are used to provide the training and gain
access to the Remedy tool.
Led information sessions, workshops, and lunch and learn sessions to
assist in training users with a more hands on approach for those that
needed further assistance.
Initiated, structured and coordinated the first all department one day
conference, to provide overviews to pier organizations. Developed the
Power Point presentation that was used in a live broadcast across the
Infrastructure and Application organizations via conference rooms,
telephone, video and web broadcasting. Also presented the Change
Management process portion of the presentation.
Represented Department for new companywide scorecard structure used to
evaluate EE's for mid-year and annual performance. Also trained all
personnel (manager, non-manager, and department heads) on the new
process.
Release Management
Organized all application release plans, orchestrated the release weekend
through documented weekend application readiness details using Share
Point. Responded to, documented, resolved, and communicated any problems
to the appropriate area for follow-up as well as senior management for
awareness. Trained all Data Center personnel on Release activity over the
weekend of major application installs.
Aetna Middletown, CT 1998 to 2001
Production Services Analyst
Used standard tools/processes, to prepare Customer Batch/Online cycles,
provided updates on daily processing information, due dates, and special
instructions for Workload Management execution. Reviewed prior day's
batch cycles, verified integrity to Customer, and confirmed Online
availability to Customer. Identified Customer requirements, negotiated,
and resolved exceptions to Production Control guidelines. Monitored
hardware/software changes to application and environmental portfolios.
Relayed change information and potential impacts to Customer/Application
Development areas, to facilitate awareness of upcoming activity. Kept
management informed of all major changes, unplanned activities, and
resource reallocation.
Provided and solicited information and proposed recommendations from
available set of options to close or resolve problems. Tracked/resolved
recurring service issues. Responded to day-to-day operational issues.
Facilitated batch related application outages recovery sessions to
closure (service restoration and resolution of identified gaps).
Identified issues, investigated causes and developed options to resolve.
Independently negotiated to reach agreement on recommendations.
CSC (Computer Sciences Corporation) Norwich, CT 1997-1998
Workload Manager
Was responsible for two major government contracts for armourment systems
where I prepared nightly batch runs and maintained service level
agreements for online availability. Identified and responded to any
problems or issues, making decisions on resolution while keeping
management informed. Controlled the introduction of changes to the batch
and online environments to ensure system integrity.
Aetna/Moore Middletown, CT 1985 to 1997
Team Leader/Workload Manager
Monitored and expedited electronic print products within a high
production environment, resolving batch/print problems that may affect
product goals. Also responsible for overseeing several operators,
ensuring all were properly trained and kept informed of procedures in
their appropriate area. Maintained and expedited problems with peripheral
devices. Acted as backup to shift administrator for the print environment
as well as print focal point at daily customer status meeting. Project
leader for the automated print tracking facility to upgrade system
integrity. Facilitated meetings with customer service to update AEPATS
database, with correct service level agreements.
Education
ITIL vs3 certified 2010
ITIL vs2 certified 2008
CMMI level 1.1 certification 2005
Aetna Project Life Cycle (APLC) Project Planning.
Total Quality Management training
Pixnet XL Maintenance & Training, Zeke & Zebb Operations Training,
Production Control CA7, JES II JES/MVS Commands, Making Meetings Work,
GUNG HO, Learning MAPS.
Software/Utilit
ies Microsoft suite: Word, Excel, Power Point, Outlook, Visio, Internet
Explorer, Windows 95/98/NT/XP/Vista/Win7/Win8. Zeke, Zebb, CA7, JES/MVS,
TSO, Infoplex, Integrated Service Desk, Quickbase. IBM hardware and
software literate, BMC Remedy/CMDB (Configuration Management Data Base).
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