Professional Services - ITSM/Social/eLearning Professional

Profile

Self-motivated professional with ** years of experience in professional services.

Top performer with strong background in knowledge/content delivery.

Respected for ability in building cross-team relationships.

Demonstrated ability of providing high quality solutions contributing to improved user experience and client satisfaction.

Areas Of

Expertise

Knowledge Management

KM Publishing Process

Taxonomy and Metadata

System Administration

Content Migration

Social/Community Management

Learning Management

SCORM Packaging

System Administration

Quiz/Survey Building

Reporting

ITSM

ITIL Processes

System Administration

Business/Process Analysis

System Integrations

Reports Automation

Business Administration

Service Offering/Business Analysis

Project Management

Vendor Relations

Reporting Services

Departmental Management

Performance Management

Scheduling

Budgeting

Hiring Practices

Technical Expertise

IBM/Kenexa Learning Management System

IBM/Kenexa Participate KM System

IBM eESM/HelpNow/ManageNow System

BMC Remedy/Service Desk Express System

Perigrine/Tivoli Service Desk

MS Office, MS Project, MS SQL and SSRS applications

MS SharePoint

Adobe Captivate/Presenter

Professional Accomplishments

Manager of Self-Service and Knowledge Exchange, NextGen Healthcare

Service delivery management of systems and support resources responsible for the web

Delivery of self-help, community, documentation, product release, eLearning and

incident management functions for leading healthcare software development

organization.

Selection of IBM/Kenexa application to replace BMC Knowledge Management Express and multiple content source/websites for single source delivery.

Departmental management of a 13 member delivery team to include content creation, system administration and business administration teams.

Integration of Learning Management System, BMC Service Desk Express, NextGen Store for single source delivery.

Implementation of new client social/community offerings related to product support and professional services.

Primary interface between client support, implementation and content creation teams for standardized delivery.

Technical Lead, Sage North America

Consultant responsible for implementing of BMC Remedy and BMC network monitoring tools for Sage North America.

System administration for ‘out of box’ implementation.

Technical lead for overall implementation team.

Application Architect, IBM Global Services

Service offering technical lead responsible for the southeast managed services infrastructure. Offer consisted of IBM eESM incident/problem/request/change and asset management functions utilized by IBM internal helpdesks as well as external client helpdesks. HelpNow service offering provided client facing portal for knowledge management, content delivery and incident management functions

Service offering architecture, coordination with IBM Global Technology Center for coding/development and release strategy of application

Technical lead responsible for the delivery teams comprising of dba, server admin, web portal admin, client transition and client services functions.

Development of application bridges from e-ESM system to external customer systems

Migration off multiple IBM legacy systems (CPMA)

Automation of internal and external reporting functions.

Member of IBM Global Services Hub Council, IBM Common Knowledge Management Council, ITIL Steering Committee

Work History

August 2014 – January 2015 (6 month contract)

Technical Consultant, BMC ServiceDesk Implementation, Atlanta, GA

February 2015 – July 2015 (6 month contract)

Technical Consultant, SharePoint Taxonomy Implementation, Lawrenceville, GA

October 2009 – August 2014

Manager, Self-Service and Knowledge Exchange, NextGen Healthcare, Atlanta, GA

April 2007 – September 2009

Consultant, BMC Implementation Lead, Sage North America, Lawrenceville, GA

April 2005 – April 2007

IT Operations, Catalyst Technologies, Snellville, GA

December 1996 – April 2005

Applications Architect, IBM Global Services, Atlanta, GA

Education

May 1986

International Technical Institute, Associates, Control Engineering, Baton Rouge, LA

May 1980

Missouri Military Academy, High School/ROTC, Mexico, MO

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