Scope of Professional Experience:
Owl Point Consulting, New York, NY September 2017 to Present
Review current Service Desk ITIL processes.
Work with Service Desk to review existing or create new process documentation.
Create workshops to review selected Incident tickets in ServiceNow.
Initiate Service Desk Operation Level Agreements with Technical Management, IT Operations and Application Support.
First Republic Bank, New York, NY September 2016 to September 2017
Incident & Problem Manager
Initiate Service Desk review for the Incident and Problem Management Processes.
Developed Service Desk Aged Open Incident Report to show management the actual maturity level in the ServiceNow tool.
Initiate a pilot for Service Desk & Operations Management. Initial success improved the Aged Open Incident Queue from Months down to days.
Initiated improvement of Asset & Configuration Management related to Public Bank Offices. Successful audit and update conducted for ServiceNow to improve integration with SolarWinds monitoring.
Montefiore Information Technology, Yonkers, NY December 2010 to June 2016
IT Service Manager
Initiate development of the Configuration Management Process to support IT Service Operations.
Develop and document the Configuration Item Lifecycle Process in Remedy.
Work on integration of Remedy with vendor monitoring tool to improve service of mobile devices on Patient Care Units.
Build awareness for technical support teams value of the CMDB and how the Change Management Process maintains it.
Manage the Service Desk Team to support IT Service Operations for 68 Patient Care Units at Montefiore Medical Center.
Develop baseline measurements to identify current process maturity level and areas for improvement.
Created IT Service Operations Procedures manual.
Present a plan to support the development of Service & Operation Level Management.
Provide direct contact with doctors and nurses to manage expectations and insure Continual Service Improvement (CSI).
Apex Systems Inc. New York, NY September 2009 to December 2010
ITIL Service Manager (contract consulting)
Provide Continual Service Improvement consulting for ITIL Best Practices at Deutsche Bank Service Desk.
Build staff awareness in Incident monitoring and trending to support reactive and proactive Problem Management using ServiceNow.
Develop the Problem Management role as well as Subject Matter Experts in 2nd & 3rd Level Support, and how to utilize ServiceNow to support and report all activities.
Depository Trust & Clearing Corp, New York, NY March 2006 to July 2009
ITIL Incident Manager
Manage Service Desk newly implemented Incident and Problem Management Processes. Insure Continual Service Improvement.
Tackled an out of control Open Incident Queue. Realized 80% reduction.
Utilized Incident trending to identify a major Problem (PM0000635) with a single IT Service. The Root Cause Analysis resulted in a successful Change to the Application, which ended the continual outages to customers and service restoration costs of approximately $100,000.
Children’s Hospital of Philadelphia, Philadelphia, PA September 2004 to March 2006
ITIL Service Manager
Manage the implementation and daily delivery of the ITIL Service Management Processes.
Evaluated process maturity levels using CMMI/ITIL model. Resulting improvement from Level 2 to Level 3 Certification.
Provided Continual Service Improvement of existing Incident, Problem and Change Management Processes. Resulted in an Operational Level Agreement (OLA) that improved Incident Mean-Time-to-Resolution by 60%.
Cap Gemini America, Inc. New York, NY January 2002 to July 2004
Provide the development of Service Desk Operations at Beth Israel Medical Center. Main Campus consisting of 8 buildings as well as 15 remote locations in the metro area.
Collected, interpreted and analyzed all existing documentation. Organized and documented revised workflow and process documentation to comply with ITIL/CMMI standards. As a result, the organization met CMMI Level-3 certification.
Developed real-time and historical reporting. Worked directly with 3rd party vendors Support Staff using Remedy software to manage the Incident, Problem, and Change processes. Reduced Mean-Time-to-Resolution by 15%.
Prior to 2002: Elsevier Science INC. Global Service Desk Manager in NY, Oxford and Amsterdam.
ITIL Service Management V.3 Certification
Bachelor of Science Degree
Springfield College, Springfield, MA
The IT Service Management Forum (ITSMF)