Service Manager
Resume:
Joseph L. Brock, ITIL, CTFL
***********@*****.***
linkedin.com/in/joseph-l-brock
SUMMARY
Accomplished customer-focused IT Professional with broad IT experience. Key strengths are in IT Service Management and building and leading teams to achieve a technical outcome. Additional skills include:
Team Leadership (Onshore and Offshore)
Coaching and Mentoring
Application of Software Development Lifecycle Principles
Knowledge of Identity and Access Management Principles
Project and Program Management
Budgeting / Forecasting
Practical Application of ITIL Principles
Application Portfolio Management
Analytical / Critical Thinking
Communications, Oral and Written
TECHNICAL KNOWLEDGE
Microsoft Office / Project
Sharepoint
Macintosh / Windows
BMC Remedy 7.6 & 9.1
PeopleSoft Financials
SmartIT 1.4
JIRA / Confluence
BMC Portal
Clarity
C / C++ / SQL / UNIX / AIX
PROFESSIONAL EXPERIENCE
LOWE’S COMPANIES, INC., Mooresville, NC
1999 - 2017
Publicly-owned Fortune 50 home improvement retailer operating more than 2,355 stores in North America with sales of $59.1 billion.
IT Software Engineering Manager, 2016 – 2017
Responsible for leading a 10-12 person team who managed and owned an application portfolio consisting of IT Service Management, IT Compliance, and Performance Monitoring applications. This team was responsible for all aspects of application health including maintenance, support, enhancements, projects, and end of life.
Hired and on-boarded an offshore team to supplement the onshore team as part of the company’s strategic workforce plan.
Integrated Performance Monitoring team into the Software Engineering team to align to IT’s strategic goals.
Assisted with the implementation of a new IT Service Management application platform.
Led the stabilization and improved performance of the IT Service Management application after project ended.
On-boarded team into JIRA/Confluence to promote collaboration and organization of workstreams as part of strategic IT Modernization efforts.
IT Program Manager, 2014 – 2016
Responsible for defining program scope, budget, forecast, resources and timelines and adhering to company’s Program Management methodology throughout the execution lifecycle of each program.
Led the execution of an information security risk reduction roadmap program which became the basis of company’s multi-million dollar, multi-year information security risk reduction program.
Managed the execution of an Identity and Access Management roadmap program which became the basis of company’s longer term Identity and Access Management strategy.
Oversaw the completion of an Identity Manager conversion which was part of a $26MM program.
Collaborated with software engineering and project managers to institute portfolio management for the corporate administration, legal and risk portfolio of applications.
Joseph L. Brock
Page Two
Solutions Service Delivery Manager, 2012 – 2014
Responsible for all maintenance and level two support for multiple application portfolios which included Human Resources, Finance, and Business Intelligence / Data Warehouse.
Led transition from onshore in-house support model to an offshore managed service support model for Human Resources application portfolio to drive efficiencies with support costs.
Implemented project to support transitions for new applications/services to improve support of new applications / enhancements.
Managed level two Incident Management team providing 24x7, 365 day/year support as well Problem Management team which provided analysis, design, testing, and implementation of fixes to prioritized problems to improve service level agreements with business teams.
Provided weekly reporting to business users of on application health.
Implemented local change advisory board for Human Resources suite of applications. Served as approval point for all changes within that space. Participated in change advisory boards and approval point for Business Intelligence and Finance as well.
Senior Systems Analyst, 2006 – 2012
Responsible for team leadership of store-based applications across Websphere/AIX, PC, Mainframe, and AIX/C/Sybase platforms including maintenance, support, enhancements, and projects.
Conducted effort to move level two support from employees to a near shore model including process improvements with the level two support processes which reducing support costs.
Participated in a task force to define incident, problem, change and release management processes for a service delivery organization to improve organization’s support posture.
Led development team through software development life cycle for a project to integrate a large-scale vendor solution with a custom legacy system to drive company sales for installations.
Communicated project status through weekly project team meetings and Program Management Office meetings with IT and non-IT business partners.
Provided cost, time, and resource estimates for development solutions to assist managers with project execution.
Coordinated multiple development efforts simultaneously with both internal, contract, and vendor teams.
Supported multiple system/integration and user acceptance testing cycles.
Developed test cases, documented, and tracked defects using Mercury Test Director and later Quality Center.
Senior Programmer Analyst, 2003-2006
Programmer Analyst, 2001 – 2003
Programmer, 1999 – 2001
EDUCATION
Bachelor of Science, Computer Science
North Carolina State University, Raleigh, NC
CERTIFICATIONS
ITIL, v3, Foundation Level in IT Service Management
ITIL Service Lifecycle Intermediate Certificate in Continual Service Improvement
ITIL Service Capability Intermediate Certificate in Service Offerings and Agreements
ITIL Service Capability Intermediate Certificate in Operational Support and Analysis
ITIL Service Capability Intermediate Certificate in Release, Control and Validation
Certified Tester, Foundation Level
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