Brian Avakian

Sherman Oaks, CA – 651-***-**** – ac2awd@r.postjobfree.com – LinkedIn URL – https://www.linkedin.com/in/brian-avakian-1585052

IT Executive

Director, IT Operations ~ ITIL / ITSM Management

Increase Efficiencies

Project Delivery

Disaster Recovery Planning & Testing

Quality Assurance

Multiple Industry Experience

Managed geographically diverse cross-functional teams

Analytical, highly adaptable professional with extensive experience managing the development, deployment and evaluation of systems aimed at improving quality and efficiency.

Published author with over five articles in Data Center Management & TechTarget - SearchStorage magazines.

Strong knowledge and comfort within large scale, disparate server environments, along with all peripheral processes.

Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.

Extensive experience in Financial Services, Call Center, Wealth Management, Brokerage & Clearing Operations & Design and Assessment.

Benchmarks & Milestones

Directed the development, enhancement and deployment of multiple ITIL disciplines for Ameriprise Financial.

Directed the global integration and process standardization of the Thomson Reuters DCO First Line Support Teams.

Managed the deployment of new IT Security, Engineering and Operations for Integration of the University of Minnesota Physicians Group with Fairview Systems.

Directed the development and implementation of an independent BI and Reporting Capability.

Managed multiple Data Center and Best Practice Assessments, which led to the creation of specific improvement plans and multi-million dollar savings.

Career Progression

HP Minneapolis, MN 05/16 – 02-17

Program Manager

Use PM and ITIL/ITSM skills at a customer location. Lead multi-national application support teams in a matrixed environment.

Client Service: Leader of cross-functional troubleshooting of complex Loyalty Program & Reservation systems, software, applications and programs; deliver recommendations for solutions and improvement.

Project Management: Control and manage customer projects to ensure delivery of a product that surpasses expectations.

HOLLSTADT & ASSOCIATES Minneapolis, MN 06/15 – 10/15

Project Manager

Principal strategist and visionary for IT upgrade and Migration to Business Services.

Client Service: Ensured on-time delivery of products and provided follow-up support.

Project Management: Leader for the delivery and implementation of multiple high profile projects including ServiceNow platform upgrade and ITIL Process redesign & Implementation of Microsoft Enterprise Security.

THOMSON REUTERS Eagan, MN 03/13 – 11/14

Director-Data Center Command Center & First Line Support

Standardized the Thomson Reuters DCO First Line Support Teams, globally, resulting in service unification, balancing of the workload across multiple sites, and a reduced TCO. Implemented the “Right to Left Shift” project to streamline work performed by the 24/7 Data Center Operations Team while substantially decreasing the usage/cost of paper.

Operations Management: Reimagined various aspects of records management systems, leading to reduced manual verification, decreased processing time and increased organization accuracy distribution. Coordinated a cross-functional team including vendor resources, software and hardware engineers and product/sales organizations.

Systems Administration: ITIL/ITSM expert. Coordinated and integrated various technical project requirements to meet operational requirements including the development of SLAs, KPIs and RACI diagrams

AMERIPRISE Minneapolis, MN 02/06 – 11/12

Director-Technology Operations

Developed and implemented an independent BI and Reporting capability based on the Ameriprise IT KPIs. Led a cross-functional team that managed independent BI initiatives and standardized reporting. Created and published a learning portal, reducing the cost of facilitated trainings and standardized testing. Reconstructed Problem Management service offering, leading to increased effectiveness and reliability. Introduced and delivered a comprehensive improvement plan consisting of a Document Library, Data Management, and SM Team and Process Integration.

Efficiency & Quality Improvements: Improved reliability, leading to a reduction in Root Cause identification from 22 days to three days.

Server Support: Managed Citrix MetaFrame, Network Infrastructure, Service Management, Process & Quality and Operations. Managed multiple large projects implementing applications and infrastructure.

Operations Management: Managed geographically diverse cross-functional teams.

Systems Management: ITSM expert: Process Owner, QA, Change Champion for ServiceNow implementation.

IMATION Oakdale, MN 01/00 – 12/04

Regional Manager, Data Solutions Group

Managed the Data Center Solutions business, including the Assessment and Best Practice Assessments for customers. Provided consultation on strategies for IT operations and cost-reducing practices. Conducted speaking engagements, including Data Center Best Practices, Disaster Recovery Theory and Practice, and Operational Effectiveness.

Technology Proficiencies

ITIL / ITSM processes, M&A, New Application and Application Enhancement Integration, Data Center & Operations Management, Call Center, Disaster Recovery Planning and Testing, Financial Services: Brokerage & Clearing Operations & Wealth Management, Design and Assessment.

Mainframe transaction processing, Open systems; Grid computing, Cloud computing, Desktop. Storage; SAN, NAS, Nearline, virtual & offline. Network; LAN, WAN, MPLS, VPN.

Education and Certifications

Prescot University

Bachelor of Science, Computer Information Systems Management

Certifications

ITIL Foundations Certified AQMS Certified-CMMI Based Project Management Certification

Unisys Total Quality Management-UTQP Total Quality Management- Phil Crosby

Foundations of Leadership, Zenger/Miller Management Training American Management Association

How to Manage Effectively, Manage Stressful Situations, and Manage Anger in the Workplace

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