Management Manager

Brian J. Florence

IT Service Management Professional

Phone: 586-***-****, E-mail: bflorence4

PROFESSIONAL HIGHLIGHTS:

IT Services professional with expertise in implementing ITIL Service

Management Processes, Data Center Management and Project Management.

Proven ability to establish and maintain strong business and client

relationships for Fortune 100 clients, providing decisive technical and

project leadership for cross-functional organizations, establishing and

maintaining strong rapport with client and internal leadership

Extensive Automotive Industry support experience for all three major US

automakers.

BUSINESS/PROFESSIONAL SKILLS:

( ITIL Service Management Processes/Strategy for Incident Management,

Problem

Management (Root Cause Analysis), Change Management and Release

Management

( Customer Relationship Management, Vendor Relationship Management,

Issues/Risk

Management, and Operations Management

( Data Center Management, Infrastructure Project Management/Leadership,

Program

Management Office (PMO) Leadership, including ongoing reporting of

business and project

metrics/statistics

( Project Scope and Requirements definition; Excellent written,

presentation, facilitation and

communication skills, including executive presentations

( SLC (Systems Life Cycle) understanding, including infrastructure

environment relationships

and implementations

( User training delivery (classroom as well as web/phone conference

hosting)

TECHNICAL SKILLS:

( HP Peregrine Service Center (v5, v6, and v6.2), ServiceNOW & CA Unicenter

- ITIL Service

Management tools

( UNIX operating systems, including Sun Solaris 10, and SUSE Linux (SLES

10)

( UNIX workstations and servers, Windows PC workstations and laptops

( Network connectivity and protocols - DNS, DHCP, TCP/IP, VPN

CERTIFICATIONS:

. Foundation Certificate (2011) in IT Service Management, (ITIL);

PeopleCERT

. ITIL (2011) Intermediate Certificate in Operational Support and Analysis

(OSA); PeopleCERT

. ITIL (2011) Intermediate Certificate in Release Control and Validation

(RCV); PeopleCERT

. Previously certified in UNIX System Administration for Solaris 2.5, 2.6,

and Solaris 8

. Previously Certified RSA SecurID Administrator

. Former EDS Certified Technical Instructor

EDUCATION:

. Bachelor's Degree (BS) in Business Administration; Grand Canyon

University, Phoenix, AZ

. Associate's Degree in General Studies; Macomb Community College, Warren,

MI

ADDITIONAL TRAINING:

. Received updated ITIL Training (Incident Handler, Incident Manager,

Problem Handler, Problem Manager, Problem Requestor, Change

Administrator) - 2009

WORK EXPERIENCE:

Third Sky, Inc. (VMware)

IT Service Management Consultant 5/13 to Present

While engaged as an ITSM Consultant for Third Sky:

. Provided ITSM consulting services for clients on the design and

implementation of IT Service Management processes.

SourceHOV

Infrastructure Project Manager 10/12 to 5/13

While engaged as a Project Mgr for SourceHOV:

. Managed infrastructure implementation, refresh and move projects,

interacting with, and maintaining strong relationships with, multiple

cross-functional teams to ensure application or customer environment

availability and stability. Provided weekly project status reporting,

including action items, issues and requirements.

Computer Sciences Corp. (CSC)

Project/Release Manager (Chrysler LLC) 06/12 to 09/12

While engaged as a Project/Release Mgr for Chrysler:

. Managed multiple infrastructure-related projects, including release

management projects, to strict execution timeframes, coordinating with

multiple infrastructure support teams. Also administered the program

management office (PMO) reporting and metrics for the full team's

activities (nine project managers).

Computer Sciences Corp. (CSC)

Incident and Problem Manager (Chrysler LLC) 01/12 to 06/12

While engaged as an Incident and Problem Mgr for Chrysler:

. Managed mission-critical, highly visible, automotive production

environments, handling all incident and problem resolution for the

environments to very strict service-level agreement (SLA) criteria, with

full 24x7 on-call responsibility, 365 days per year

. Provided cross-functional team/project leadership and collaboration with

status reporting for all activities, changes, root cause analysis and

incidents on a weekly basis (arranged to ensure effective communication)

. Reduced and prevented critical system and application outage time by

managing problems proactively, and by responding promptly to incidents

and ensuring the implementation of corrective actions identified in root

cause investigations, resulting in outstanding environment stability and

significant reduction of incident occurrence

CIBER, Inc.

IT Service Automation Architect 06/11 to 11/11

While engaged as an IT Architect for Ford:

. Provided IT Architecture guidance for ITIL Services provided by Ford IT

("IT for IT")

. Managed a major project to consolidate more than 100 Event Management

tools in the IT Portfolio down to a strategic list of 51 tools. Tools

were categorized as either strategic or non-strategic, and the non-

strategic were either decommissioned or determined to be for a strategic

use

KForce Technical Staffing

Program Management Office (PMO) Lead 08/09 to 06/11

While engaged as a PMO Lead for General Motors:

. Provided centralized management of project status and issues as PMO Lead

for team of project delivery managers who are responsible for multiple

areas of the GM organization. Provided executive reporting on a weekly

basis

. Assisted project managers with issues related to active projects within

an Automotive Hosting Services organization

. Measured and communicated project performance (projects executed by

multiple suppliers/vendors)

. Managed projects related to secure services and protocols

Electronic Data Systems/HP Enterprise Services

Multiple Positions Held - See Details Below

06/86 to 03/09

While engaged as an Infrastructure Specialist from 06/07 to 03/09 for Kraft

Foods:

. Administered mission-critical servers, supporting SAP/Oracle application

and database, running on Sun Solaris 10 operating system. Managed

incident and problem resolution, upgrades, changes, and other system

administration tasks for 38 physical servers with more than 260 "local

zone" virtual servers, including 24/7 on-call rotation

. Minimized and prevented system and application outages while maintaining

outstanding environment stability

. Managed Digital Workflow Service Center (DWSC) business processes (for

ITIL service management) for the UNIX hosting organization

. Delivered ITIL Service Management training for Kraft Foods organization,

preparing more than 200 people to use the DWSC tool (phone

conference/webinar format)

. Technical Environment: SAP, Sun SPARC, Solaris 10, DWSC

While engaged as an Incident and Problem Manager from 07/04 to 06/07 for

DaimlerChrysler:

. Managed two mission-critical, highly visible, automotive production

environments, acting as the single primary support contact for the

engineering data repository application and for the parts distribution

center warehousing application (servers and hand-held wireless devices),

located at sites all across North America (USA, Mexico and Canada)

. Manage all incident and problem resolution for both environments to very

strict service-level agreement (SLA) criteria, with full 24x7 on-call

responsibility, 365 days per year

. Provided cross-functional team/project leadership and collaboration with

status reporting for all activities, changes, root cause analysis and

incidents on a weekly basis (arranged to ensure effective communication)

. Reduced and prevented critical system and application outage time by

managing problems proactively and by responding promptly to implement

corrective actions identified in root cause investigations, resulting in

outstanding environment stability and significant reduction of incident

occurrence

While engaged as a Data Center Supervisor from 01/01 to 07/04 for General

Motors:

. Managed data center server activities (for hardware, software, and

facility) for a critical automotive product engineering facility (GM

Operations Control Center), maintaining a high standard for system

availability

. Managed server monitoring, facility monitoring and system vendor

interaction (for hardware vendor activities), and acted as change

advisory board (CAB) leader for the data center

. Assisted with data center team to define an organized structure for

software package

release management (operating system patches, CAD/CAM/CAE

applications, and

other IT support tools used within the data center - referred to as

"Blockpoint Releases")

. Coordinated server changes, metrics reporting, and data management

. Managed all data center incidents and problems, escalations and

resolutions, where a high level of security and reliability were required

While engaged as a Security and System Administrator from 12/99 to 01/01

for General Motors:

. Provided application and access support for two security applications

(IBM Policy Director and RSA Security ACE Server) running on three Sun

Solaris 8 UNIX servers

. Allowed/Managed a single-sign-on access for GM automotive executives

where high-levels of security and reliability were required

While engaged as a Technical Trainer from 07/96 to 12/99 for an Internal

EDS Team:

. Provided technical training delivery for UNIX system administration and

basic UNIX commands using Sun Solaris 2.5/2.6 operating systems (lecture-

style, with exercises)

. Provided support for UNIX workstations and PCs used for the training

. Maintained course content and course materials

. Delivered training at EDS corporate facility as well as at local client

facilities across the United States

While engaged as a UNIX System Administrator from 10/93 to 07/96 for

General Motors:

. Provided support for UNIX engineering workstations and servers at an

automotive product engineering facility

. Supported Sun Solaris 2.5, SGI IRIX, HP-UX, and IBM AIX servers running

CAE applications

. Maintained HP-UX workstations running UniGraphics CAD application

. Developed a set of standardized processes and work instructions for UNIX

system administrators to use at all GM engineering facilities, as a

member of a team of five. This process development included operating

system management, patch management, and backup/restore procedures

While engaged as an Engineering Specialist from 06/86 to 10/93 for General

Motors:

. Provided engineering analysis (statistical simulation for component and

assembly variation) for automotive product development and manufacturing

assembly processes using a specialized PC application developed for this

analysis

. Assisted with the development of user application training

. Functioned as team leader for group of five for 4 of the 7 years spanning

this activity

COMMUNITY INVOLVEMENT:

. Macomb Township, MI, Zoning Board of Appeals (12 years, including 2 years

as Chairman of that Board)

. Church Leadership Council/Board (15 years)

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