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ITSM ITIL Process Design Project Manager Business Analyst

Ridgewood, New York, United States
January 31, 2018

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Glenn Polick

New York, NY *****


Core Strengths :

Over 14 years of both technical & business consulting skills including work on organization-wide business solutions & strategic initiatives

ITIL Certified subject matter expert, advanced experience in Service Strategy, Design, Transition, Operations & Governance along with Continuous Improvement

Providing strategic thinking to service management for purposes of business alignment, cost efficiencies and improved quality of services.

Expert at process design/process re-engineering for efficiency, economy, quality and improved customer experience

Solid understanding and use of ITIL, MOF, Six Sigma, ISO 20000, COBIT, CMMI, PMBOK, SDLC & Agile

Extensive experience delivering on the full project lifecycle of client management, from pre-sales, proposal development, Project Definition Design, managing resources, schedules, risks, changes, costs & budgets and ROI of solutions and organizational change management

Solid hands-on understanding of enterprise compute, SaaS, operating systems, data center, cloud, storage, database, scripting and systems and network management

Software Experience/Technical Tools Summary :

ServiceNow, Remedy, HP Service Manager & Axios Assyst

MS O365, Project, Sharepoint, MS Visio, Word, Excel, Powerpoint, Access, OneNote

ITIL v3 ITIL Foundation Certification; planning Intermediate exam now

Windows OS, Unix OS, and various shell scripting languages, SQL

HP Openview, Solarwinds, Micromuse NOC products, Manager-of-Managers

WAN/LAN & Data Center/Infrastructure technologies

Employers :

Owlpoint Consulting, LLC, 9/2017 -

Unisys, ITSM Architect, 2/2014 – 6/2016

Fruition Partners, ITSM Consultant, 10/2013 - 11/2013

Red Too, ITSM Consultant, 6/2013 – 10/2013

Genesys 10, Senior ITSM Consultant, 2/2013-4/2013

British Telecom Professional Services, Senior Consultant/Business Consultant, 10/2006 - 12/2012

Lucent Technologies Global Services, Senior Consultant, 4/2000-9/2006

Bloomberg LP, Network Management Engineer, 4/1998-3/2000

UBS/Warburg, Network/Telecom Engineer, 5/1996-3/1998

Standard & Poors/JJ Kenny, Network & LAN/WAN Manager, 12/1993-5/1995

Accenture, PM&S Engineer, 4/1992-12/1993

Owlpoint Consulting (September 2017 – current)

Serving as a senior Service Management consultant. Client engagements consisting of Service Management assessments, gap analysis, roadmaps, process design and implementation. Working with development teams in Agile environment to implement business requirements in ServiceNow solutions. Managing project and client engagements. Leading process design teams in Six Sigma DMAIC project.

July 2016 – August 2017

Collaboration writing and editing a colleagues Service Management publication.

Undertook extensive career-based training and skills development in ITIL and Six Sigma with online courseware.

Unisys (February 2014 – 5/2015)

Served on a team of expert Service Management/ITIL consultants working with customers to:

Respond to RFP’s and develop proposals to deliver complex cloud-based ITSM solutions along with Remedy and Service Now implementations

Develop and deploy improved strategic, design, transition and operational processes, to better meet the requirements & demands of the customer and the business. Use of KPI’s, SLA’s, Continuous Process Improvement and Service Improvement Plans along with Six Sigma tools to re-engineer and to mature business processes

Conducted ITIL assessments; conducted ITSM process maturity rankings, gap analysis and delivered roadmaps to reach needed future maturity expectations

Employed additional methodologies/standards such as MOF, COBIT, ISO20000, and PMP

Red Too for client Celgene (Summit, NJ); (July 2013 – November 2013)

Served on an Agile project as a Business Analyst and ITIL expert to plan, build and deploy Service Now’s Incident, Service Request and Knowledge management modules.

Developed high-level implementation strategy and planning, including an extensive requirements gathering, and creation of functional specifications

Developed the Business Requirements Document, assembled Use Cases and User Stories. Participated in planning, training and delivery, UAT, pilot activities and Early Life Support

Oversaw release activities into production

Genesis 10 for client PGI (Olathe, KS); (April 2013 – June 2013)

Conducted a needs assessment and requirements analysis addressing current and future business needs, leveraging Six Sigma to improve organizational and process performance, maturity, growth, and the ability to meet customer demands thru ITIL best practices.

British Telecom Professional Services (January 2009 – December 2012)

Served as a Senior Consultant and trusted advisor to over a dozen clients in the roles of ITSM/ITIL Expert, Business Analyst and Project Manager, predominantly in the Service Management space. Conducted numerous ITIL/Business Process assessments, base-lining, gap analyses, capability, maturity ratings, roadmaps, process-re-engineering and governance efforts. These efforts and transformations typically included observation, review of existing documentation and/or development of new process documentation that includes process policy, purpose, scope, input, output, boundaries, controls and flows. Worked with departmental and cross-functional teams to illicit team participation to drive the service & process discovery and design efforts. These results were expertly utilized to design, deliver & implement optimized services and processes, and organizational change for improved financial results.

Worked in Operational roles in areas such as Service Desk, Problem management, Request Fulfillment, Configuration management, Service Asset & Configuration and others, serving to manage process & staff and assist delivery of these services. Many of these efforts were also combined with undertakings to improve monitoring and delivery of services via defined CSF’s, improved KPI collection and analysis, and improving the customer experience.

Partial List of Clients with brief engagement summary:

Bristol-Meyers-Squibb (Princeton, NJ) – Served as PM on a team that documented all existing ITIL processes and Work Level Instructions followed by capability assessment, gap analysis and design of improved processes.

Southern California Edison (Los Angeles, CA) – served as Project Manager for a team of four on an assessment of people, process and tools for Release, Capacity & Availability Management to drive improved CIO financial results. Responsible for exceptional relationship building with this new client.

Proctor & Gamble (Sao Paulo, Brazil & Cincinnati, OH) - Responsible for developing and delivering into production new ITIL-based processes for managed WAN, LAN, Voice, Security & Mobility services.

Willis Insurance (London & Nashville, TN) – served as Business Analyst to collaborate with process owners of Incident, Problem, Change, Configuration, & Service Level processes to understand requirements and business needs for services; produced process flows and RACI charts

Lucent Worldwide Services (April 2000 – December 2008)

Began as a Member of Consulting Staff for the Network Management practice, subsequently promoted to Senior Member Consulting Staff for the Business Consulting practice. Delivered primarily for clients globally on Service Management/ITIL engagements. Additionally worked with clients delivering IT Architecture and Infrastructure, Cloud solutions, Data Center, Storage, and Network Management solutions primarily serving the financial services industry

Partial List of Clients with brief engagement summary:

AT&T Managed Services (Basking Ridge, NJ) – served as Business Consultant to assess the operational & cost benefits of implementing an enterprise-wide Knowledge Management system; produced ROI & TCO on two proposed solutions

AT&T Managed Services (Raleigh/Durham, Tokyo, Singapore, Hong Kong & Manila) – Project Manager for an international team responsible for analyzing existing Service Desk and support processes at 12 international Call Centers, in order to re-engineer, document, train staff, conduct a pilot, and a Ready To Go Live plan

Active24 (Oslo, Norway & Amsterdam, NE) – Organization, process & technology assessment of NOC, Service Desk functions & operational processes; managed subsequent design & deployment of ITSM software Axios Assyst; drove KPI collection & use

Lenovo (Beijing, China) - Examined potential in-sourced, out-sourced, & co-sourced support models of operating internal Service Desk function to meet new strategic objectives

Swiss Bank, Standard & Poor’s, & Accenture experience (April 1992 – May 2000)

Duties included managing network support staff, administering Unix servers, responsible for systems management software and writing scripts to automate processes and analyze to improve network performance. Acted as 3rd Level Network Management Engineer monitoring operations and performance for the production environment of bank and trading networks.

Professional Education

Manhattanville College

B.A. in Economics/Management

3.6 GPA

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