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Service Management / Project Manager

Location:
San Diego, CA
Posted:
December 15, 2016

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Resume:

Kee Johnson

acxwxa@r.postjobfree.com

619-***-****

Enterprise Solutions for Service Management

Product Lifecycle and Agile Methodologies

Business Management and Support Process Modeling

+Senior level consultant to drive enterprise service management and support modeling resulting in high adoption rates, standardized processes, and a lowered total cost of service delivery.

+Service reporting, business intelligence, and root-cause analytics consulting resulting in both process and technical improvement plans with clear cut proposals for customer solutions.

+Designing and deployment consulting for near-shore solution portfolios resulting in synergies for service management, project/portfolio, and application lifecycle management.

Finance and Business Restructure 9/2014 - 8/2016

Restructure of a family business including like-kind exchanges, financial modeling, and estate structure.

ServiceNow, CA 7/2013 - 9/2014

Engagement Manager/SCRUM Master Professional Services

SaaS Consultant for ITIL transformation cloud service management (Incident, Problem, Change, Config)

Delivered Pre-Sales presentations around the ServiceNow deployment methodology and worked with Sales to produce Statements of Work (SOW’s) based on customer requirements and roadmaps.

Lead deployment teams in SCRUM methodology / project management and planned and delivered project kick-off meetings, requirements capture, sprint reviews, and post project retrospectives

Delivered ITIL based Gap Analysis workshops to assist customer derived product requirements.

Custom application build and ServiceNow core deployments while being single point of contact / escalation point for the customer and hosting regular sprint reviews for build demo to Sr Management

Participated in design of managed service providers (MSP), data segregation, and datacenter solutions

Maintain client and project history and roadmaps for business continuity and further enhancements

Liaised with sales teams as pre-sales participant to build out client pipeline, scoping of custom application development, created customer enhancement requests, and participated on support issues

HP, San Diego, CA 9/2010 – 6/2012

Solutions Architect Pre-Sales/Professional Services

Consultant for IT transformations, near-shore support processes, and organizational change (OCM).

Product roll-out team of 45+ members for Executive Scorecard business intelligence suite across all HP product lines resulting in $1M+ in first year for new business line extensible to all customers and partners. This KPI data collected also furthered the sale of the HP SDLC/SM/PPM Suite.

Design, configuration, and Scrum deployment of custom Service Manager 9 (SM) projects including multiple data segregated instances, configuration for work tracking outside of IT, and cross synergies between run and build/project environments. This resulted in custom configurations that are reusable and repeatable in multiple business settings and modularly across other business verticals.

Actively directed and engaged customer pre-sales efforts to include Remedy to SM conversions, management of change, and custom software and solutions packaged solution deployments

Participated in the new learning platform Adoption Readiness Tool (ART) sales roll-out resulting in an exponential increase in customer adoption and learning retention of HP product suite. The addition of platform training to deployments resulted in 15% higher sales margins on all related deployments.

Lead division effort to collect, catalog, and share config/build files for a global unified knowledgebase.

SAIC, San Diego, CA 1/2009 – 12/2009

ITIL Service Management Consultant Office of the CIO

Consultant for ITSM support processes, business analytics/reporting, and a consolidated Remedy service approach across multiple business lines to insure governance, compliance, and improved service delivery.

Created 3-tiered service management values (service family, service category, service) and resolution categorizations to be applied to all Remedy records (incident, problem, change, and polling) as a stored un-editable stamp for cross silo transparency resulting in trending analysis data and support metrics.

Rationalized event management classification, and aligned their correlation to the service tier matrices, allowing for better service manager visibility and enhanced monitoring logic for reporting.

Created enterprise service manager and tower dashboards from data warehouse and BI cubes to enable real-time and historical management and SLA reporting, PPM, and service delivery data.

Directed the problem management portfolio for root cause, known errors, and on-going KM build-out, resulting in trending analysis, technology roadmaps, and 15% reduced run costs.

SRP Energy, Phoenix, AZ 11/2006 – 2/2008

ITIL Service Management Consultant Office of VP for IT-Enterprise Assets

Consultant staffed to establish ITIL service management adoption, SLAs, change and release to production touch points, incident and problem management processes, and engineered dc consolidation requirements.

Directed an incident, problem, and change methodology including all collateral, process citations, tool configuration, and roles and responsibilities hand-offs between service stakeholders.

Established enterprise change process in Planview/PPM to support Quality Center software development test cases and requirements to institute traceability matrices from business owner.

Liaised with vendors/procurement for incident, service desk, monitoring agents, and enterprise support tools and their deployment. SLA negotiations for availability and supportability baselines.

DHL-DPWN, Phoenix, AZ 1/2003 – 11/2006

Global Service Delivery Lead Office of SVP for Global Infrastructure

Global Service Delivery Lead for ITIL, migrations / integrations and decommissions, request management development, in a blended HP Service Desk and Remedy environment throughout 3 global datacenters.

Developed and executed follow-the-sun global ITIL support models for incident, problem, change/config management, and service management SLA’s for 24/7 stability and business continuity.

Established global service delivery processes and accounted for total cost of ownership models for budgeting, consumption catalog transparencies, and CMMI/COBIT and Six Sigma compliance.

Led integration teams for an acquisition datacenter migration for mainframe, servers/applications, and assets areas to insure cost containment, end of life technology transitions, and automation initiatives.

The Pentagon / Compass Group, Arlington, VA 1/2002 - 3/2003

Director II-Consultant

Consultant / Director of IT services process improvement consultancy for new business systems catalog deployment for a Pentagon account while controlling account expenditures, inventory, and tracking systems.

Extended new IT unit line resulting in 3 million yearly profit center outside of original DOD contract.

Developed a process improvement and adoption plan for streamlining business systems development.

EDUCATION, AWARDS, and MEMBERSHIPS

+ITIL Foundation Certification v.2 & v.3

+US Govt Meritorious Service Award

+Six Sigma, Green Belt Certification

+Business Intelligence, SDLC, ITSM

+Mergers and Acquisitions, near-shoring

+Contracts Paralegal Certification

+Strategy and Planning with C level execs

+B.A. University of Maryland

+ServiceNow Admin; SalesForce Admin

+SCRUM Master Certification (CSM)



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