*** ******** ***** ******, ** ***** (***) ***–**** ac0b8f@r.postjobfree.com

SU M M A R Y:

IT executive who serves as the voice of the business with expertise in the delivery of IT and business products/services ensuring value and securing operations stability. Well versed in organization change management solidifying the adoption of change and program acceptance. Experienced in Driving Service Value by creating fully-connected service organizations across the enterprise balancing customer satisfaction, resource utilization & profitability from boutique-size niche operations to Fortune 100 size operations.

EXPERIENCE:

April 2015 – present AMERICAN HOMETOWN MORTGAGE Hackensack, NJ

Senior Consultant – Project Management

Recruited to manage the resolution of service management weakness and the transformation to a hybrid cloud environment

Create service stories to define value that builds awareness, grows loyalty, and creates a trustworthy brand

Manage the Transition Planning and Execution for the Hybrid-Cloud Transformation imitative focused on the planning, architecture and transition of Servers, Storage, Network and Application Infrastructure

Govern the entire portfolio lifecycle from justification to project initiation & execution to benefits realization

Responsible for creating a Service Integration Center of Excellence focused on improving and managing business performance through the strategic improvement & application of Service Management practices including the Service Lifecycle: Service Desk Support, End-User Computing, Incident Management (including Major IM), Problem Mgmt., Change Mgmt., Asset & Configuration. Mgmt., Field Services.

June 2012 – April 2015 PEARSON Upper Saddle River, NJ

Global Service Manager

Managed team pools of 80 Account Managers, Engagement Managers, Architects, Engineers & Consultants for the delivery of ITSM services covering North America, EMEA, Asia and South America.

Conducted ITSM OSR’s (Operations Strategic Reviews) – created roadmaps, developed service blueprints, defined roles, assessed environment, gap issues, created service improvement plans

Lead the creation of OCM practices to mitigate business disruption and facilitate the adoption of new business models and technologies: Planning, communications, governance, stakeholder management, marketing, workforce alignment, risk management

Managed the vendor relationship with IBM SO (Service Operations) and IBM BPO (Business Process Outsourcing) a combined 20 Million overall budget. Reviewed all 3rd party underpinning agreements. Improved & Managed integrated vendor services (four vendors, three sub-vendors accounting for 550 consultants)

October 2011 – January 2012 VIRTUAL DYNAMIX Cranford, NJ

Senior Consultant (Assigned to TD Ameritrade)

Supervised and kick-started the activities requisite to developing a process maturity paradigm for North America:

Created a framework baseline for the development and integration of strategic planning of the synchronization of Project Management, Demand Management, Resource Management, and Service Design & Control

Identified & road mapped the elimination of organization process silos

Initiated Service Operations improvement activities focused on Incident Management, Problem Management, Change Management, and Service Request and Fulfillment.

Created an end-state vision and gap analysis that identified improvements requisite to supporting the Windows 7 deployment as well as a scheduled and incremental set of recommendations for improving maturity to achieve end-state vision

January 2006 – October 2011 AMERICAN HOMETOWN MORTGAGE Hackensack, NJ

Project Manager

Established a service delivery model that garnered $3.3 million in cost reduction/avoidance and productivity gains:

Restructured Service Delivery organization according to newly defined enterprise standards.

Designed BTSR’s (Business/IT Strategic Reviews) focused on providing critical insight into the health of service management processes

Conducted ITSM OSR’s (Operations Strategic Reviews) – created roadmaps, developed service blueprints, defined roles, assessed environments, gap issues, created service improvement plans

November 2002 – January 2006 ONE SOURCE MORTGAGE Hackensack, NJ

Senior Program Officer

Responsible for successful execution of projects utilizing industry standards (ITIL & PMBOK)

Created a standardized PMO approach focused on driving service value

Ensured the alignment of activities across multiple projects

Drove the achievement of strategic objectives and the delivery of business benefits

Provided support and guidance of program planning, implementation, and project evaluation creating a culture of continuous learning and improvement

Lead, facilitated, and ensured the strategic planning, implementation, & coordination of program activities

Cultivated productive working relationships among staff, vendors and lines of business through the creation of supportive communication channels and feedback mechanisms

May 1998 – November 2002 AXA FINANCIAL New York, NY

Manager – Infrastructure Services

Responsible for the day to day management of desktop computing for headquarters in midtown Manhattan and offices located throughout North America approximately 30,000+ end users

Managed the Executive Support Team to the highest level of standards

Supervised help desk operations and served as focal point for lines of business

Provided system performance, tuning, internals and root cause determination

Produced and maintained Service Level Agreements (SLA’s) by working with the Applications Team to ensure delivery of applications to support established performance measures.

Ensured effective and efficient communication on status updates, outages and planned outages

E D U C A T I O N:

New Jersey Institute of Technology - Newark, NJ Bachelor of Science in Electrical Engineering (cum laude)

T R A I N I N G:

Project Management Professional v4, ITIL, Toastmasters International, Leadership Development (AXA University), Project Management (ICS), Six Sigma Green Belt Training (Design, Improvement, Leadership development)

C E R T I F I C A T I O N S:

PMP, Project Management Institute Inc.#1549536

Six Sigma Green Belt,

ITIL v3 Foundation,

ITIL Expert (in progress)

Contact this candidate