Manager Service
Resume:
Raul Mora
ITIL Service Management/IT Project Management
Multifaceted technical career with focus on leadership, continuous improvement, and availability of IT through innovation, vision, and dedication
Technically sophisticated IT Engineering Professional with solid history of effective IT Service and Delivery Management; improving the Availability and Stability of Information System and Services. Focused on ensuring that IT meets the targets in accordance with the planned business objectives. Strong leadership qualities with a history of innovative solutions, proven track record as a team leader, project manager, and facilitator. Passionate about innovative technology solutions and being proactive in terms of thinking, knowledge, and anticipating future challenges. Skilled at understanding and integrating IT best practices into the operations model. Inspires teams with energy and confidence to embrace the common vision and to achieve exceptional performance towards fulfilling that vision.
Core Competencies:
IT Service Management
IT Infrastructure
Project Management
IT Storage Solutions
Client Relationship Management
Change, Problem and Stability Management
Availability Service Level (ASLs)
Metrics, Reports and Trend Analysis
Incidence Response Plans
Stability Management
Problem Resolution / Troubleshooting
Root Cause Analysis
Business Continuity and DR Planning
Optimization
ITIL Foundation
Jira
Service Level Agreements (SLAs)
ServiceNow / ITSM
Hewlett Packard Service Management (HPSM)
Professional Experience
Catchafire – Nationwide, USA 05/2019- Present
Consultant - IT Service Management Professional
Catchafire matches skilled professional volunteers with nonprofits to help them increase their capacity and achieve their missions. Since our inception, Catchafire has worked with over 5,000 nonprofits and 50,000 volunteers. We build customized capacity building programs for foundations and virtual volunteering programs for companies.
Key Achievements:
Customer support, nonprofit advisers, and account management teams provide thorough, thoughtful assistance for nonprofits, volunteers, and our foundation and corporate partners.
Connects talented professionals who are looking to donate their skills to non-profit organizations.
Provide Remote Technical assistance to non-profit organizations as needed.
Raymond James Financial Services - St. Petersburg, Florida 07/2018 - 03/2019
Consultant - ITIL Problem Management
Provided ITIL Service Management to the business by partnering with Incident Management, Change Management, and multiple Service Delivery Teams to improve availability by reducing and preventing service impact. Launched a process improvement effort to improve existing Problem Management process to include better metrics capture for mean time analysis and Cause/Sub-Cause categorization inside the ServiceNow ITSM tool.
Key Achievements:
Partnered with the ServiceNow team to enhance metrics capture and end user experience.
Perform root cause analysis on I.T. problems impacting our company and suggest permanent corrective actions through documentation.
Coordinate and facilitate the resolution of major issues impacting the firm.
Work with Project Management during latter stages of project deployment to ensure successful delivery.
Eliminate inefficient business process through continuous process improvement.
Raymond James is a showcased partner of the ServiceNow IT Service Management tool.
New York Life Insurance Company- Tampa, FL and New York City, NY 07/2014- 07/2018
Service Availability/Delivery Manager
At New York Life, the Tampa AARP office, I was the Service Availability/Delivery Manager that introduced ITIL Service Management in the Systems/Operations group to that office; including the initial process development, presentation to senior management, through installing the processes and training teams starting at the root and throughout the organization. Included Incident, Problem, and Change Management.
Key Achievements:
Performed System Reviews of deployed IT Services to leverage newer technologies and reduce IT Ownership costs; proven results via before and after availability metrics.
Facilitated daily morning Service Availability Review with Operations teams to identify, analyze, and remediate vulnerabilities.
Performed business impact analysis to identify baseline services and current ASLs and SLAs; on a day-to-day basis; oversees monitoring of operations to ensure that ASL levels are exceeded.
Conducted Business Continuity and Disaster Recovery planning and testing, and post-event performance audits.
Identify and deploy improvements following BIA/ASL audits.
Performed root cause investigation by identifying the issues, analyzing data to determine root cause, developed corrective action plans, and implemented the plan with continuous monitoring of corrective actions and tracking mean time reductions.
On a regular basis, developed and maintained availability metrics, reports, and trend analysis.
UnitedHealth Care Military and Veterans - Minnetonka, MN 06/2013- 04/2014
Project Manager / Security Consultant (TRICARE)
Delivered business continuity by implementing tools to perform risk assessments of internal systems and applications. As a member of the Change Advisory Board (CAB), participated in the change process, provided approvals to ensure on-going product life-cycle compliance and availability. Oversaw audits to ensure compliance with relevant National Institute of Standards and Technology (NIST) Controls; NIST SP 800-53. Possessed National Agency Check (NAC) clearance level.
Key Achievements:
Contributed to the accomplishment of organizational missions by improving and securing IT systems that store, process, or transmit organizational information.
Served as project manager in creating plans and deliverables in the implementation of operations security specific tools and systems; in addition to collaborating with the engineering and development organizations to minimize risk, maximize compliance, and to deliver cost effective products with reduced effort and shorter timeframes.
Verizon Communications- Tampa, FL 04/1995 – 01/2012
Service Delivery Manager: Stability Manager/Project Manager Business Analyst/Field Engineer
As the stability manager engaged in bridging the gap between all compartmentalized IT operations, successfully merged these IT infrastructures representing separate business enterprises (fGTE, fMCI, fBell Atlantic) into Verizon Enterprises of today. Areas impacted included all applications, services, processes, audit infrastructure, disaster recovery facilities, call centers, data centers, vendors, and strategic business units. On a daily basis, performed all aspects of Problem and Stability management.
Incident and Problem Management, Metrics and Trend Analysis part of daily routine.
Key Achievements:
Twice, as Stability project manager, in response to a catastrophic power event resulting in the service loss of an entire datacenter, conducted the root cause investigation of the event and the subsequent audit of the power infrastructure of all Verizon Datacenters to apply lessons learned. Also ensured diverse power from UPSs through PDUs, and to every major computing and network system (Resulted in over 350 Change Records.)
Facilitated 25+ short term projects to improve availability of internal mission critical applications and systems in addition to billing, time reporting, VoIP call center applications, national, and international networks.
In a 2-year period, delivered results by facilitating the merger of three separate infrastructure Security Policy with Malware Intrusion Prevention and Response Plan with key stakeholders and executives, creating buy-in at every level.
Collaborated in the design, build, test, and deployment of a pre-paid wireless system with 20+ CISCO/Summa4 switches distributed over a large geographic footprint incorporating SS7 technology.
Discovered a Microsoft code defect in billing application code, resulting in a corrective emergency patch deployed by Microsoft. Additionally, found a timing fault in Erikson wireless switches, leading to a global deployment of a patch to repair the defect.
Received Leslie H. Warner Technical Achievement Award, the highest technical recognition available at GTE (previous to the merging of GTE, MCI, and Bell Atlantic into Verizon).
Technical Proficiencies
Methodologies:
ITIL Structured, SCRUM for large data, AGILE, SDLC, ADAPTIVE
Tools:
Hewlett Packard Service Management (HPSM), ServiceNow, MS Project, CMIS, Action Tracker ITSM (Verizon Proprietary)
Education and Credentials
Engineering Technology, Deans List, Phi Theta Kappa
Pasco-Hernando State College, Dade City, FL
(I/1980 – 5/1984)
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