Matthew N. Owen

E-mail: acy1nh@r.postjobfree.com P: 315-***-****

https://www.linkedin.com/in/mowriter/en

SUMMARY

ITSM and SDLC Consultant: ITIL-certified Process Architect/Engineer, Business Analyst, Problem Manager and Change Manager, supporting the Financial Service, Aerospace, Manufacturing, Medical, Federal, and US Military industries.

Virtual office + travel since August 2011

SKILLS

Process and SDLC:

Process Architecture: ITIL, ITSM, ISO process development, with full SDLC traceability and mapping; Experienced in BPMN, Six Sigma and IDEF0 standards.

Tools: Visio (all versions), Tibco Business Studio 3.5.3

Business Analysis: Produce and Manage full SDLC deliverables (Requirements, Design, Testing, User Documentation). Proficient in Waterfall, experienced in Agile/Scrum.

Operational ITSM:

Project Management: Trained in PMBOK Fourth Edition. Manage SDLC, Documentation projects.

Problem Management: Root cause analysis and long-term solution identification. Reactive and Proactive Problem focus. Introduced organizational change regarding need for Problem focus.

Change Management: Chair CAB meetings, enforce deadlines and policies, deliver reporting.

Documentation Project Manager: Prior Senior Technical Writer experience, Documentation Librarian. Leverage collaboration tools (Office 365, WebEx, Google, Share Point, Info Path).

Additional Skills:

Editor, The Truth About SharePoint: Essentials for Executives and Managers by Mo Hasan, MCT

Life Insurance Licensed, Virginia, 1997 – 2010.

Fearless Public Speaker and Trainer

CERTIFICATIONS and CLEARANCES

ITIL V3 Foundation Certification (c.899702, February 2009)

(Inactive) Top Secret (SSBI)/DISCO; Inv. 6/15/05, Elig. 10/5/05

EXPERIENCE

Wells Fargo (July 2015 – January 2017)

Process Consultant, Information Technology Asset Management

Process Architecture: Chair process workshops and produce deliverables for the ITAM regulatory project (Governance and Policies work stream). Deliverables include: Request Asset Standards, Release Management, Asset End-of-Life, and Full Architectural life cycle. Document and validate entry/exit criteria for internal and external process relationships.

Sr. Process Architect, Configuration Management

Process Architecture: Chair Process Workshops and produced processes for Enterprise Interim and Aging-Based Vulnerability Remediation, Exception Management, Forecasting, CIO Communications; Mapped multi-process interfaces between key processes; Converted processes into BPMN format.

Audit Support: Directed internal audit team on strategy and delivered matching documentation.

Program Management: Guided team on advanced process architectural best practices; Delivered Process Architectural strategy deck for Director-Level approvals

HCL (January 2012 – May 2015)

Problem Manager (April 2013– May 2015) Account: Gulfstream Aerospace Corporation

Transition: Lead Problem Management transition into Remedy Help Desk, retiring the manual, legacy solution. Totally eliminated backlog of legacy tickets prior to Remedy deployment.

Operations: Exceeded SLAs with 99.5% adherence over contract term, zero breaches in first year of operations. Shepherded user community from high-touch support to culture change where end users self-initiate tickets with minimal oversight.

Proactive Problem Management: Identified and requested corrective action against 1000+ erroneous/redundant Event Management alerts, causing 90+% of EvM “noise”.

Training: Trained HCL and Customer users on process and tool usage. Significantly enhanced corporate training deck, including new Instructional Design documents.

Reports: Scrum sessions with offshore team to develop weekly/monthly Problem reports to account executives. P1, P2 Incident reporting, integrated to Problem duties (candidate problem identification).

Other Duties: On-boarded and coordinated background and security validation for multiple off shore developers per ITAR constraints.

Process Engineer and Architect (January 2012 – March 2013) Accounts: Cummins Inc. and Gulfstream Aerospace Corporation

Project Manager for process re-engineering workshops, produced ITIL Incident, Problem, and Change Management Processes, obtained customer sign off, aligned client legacy processes with HCL Gold Standard processes. Validated numerous client Six Sigma findings aligned to HCL and ITIL methodologies.

Lead JAD sessions and process mapping workshops with customer and HCL developers to produce Functional Specification documents for Incident, Problem and Change release; Leveraged agile development approach.

Audited and enhanced legacy UAT scripts against implemented tool as preparation for UAT sessions.

Project Manager for production of Remedy-External Tool Integrations document with stakeholders.

Audited Remedy out-of-box tool for UAT development and customer demonstrations.

Completed ISO 20K assessments for Incident, Problem, and Configuration Management process owners.

Substantively updated corporate Incident, Problem, and Change Management Gold Standard processes.

Promoted to Problem Manager due to process subject matter expertise.

Hewlett-Packard: Process Engineer (August 2011 – December 2011)

Supported transformation of existing SDA generic and customer specific support processes to match new SRA tools; Supported UAT by ensuring tool aligned to both ITIL and SRA tool.

Excellus Blue Cross: Requirements Analyst (July 2011 – August 2011)

Chaired scrum sessions for tools base-lining; Managed Requisite Pro Requirements; Work flow diagrams in Visio.

AT&T: Process Architect and Engineer, Business Analyst (October 2010 – April 2011)

Account: US Courts

Process Architect and Engineer: Change Process, RACI, policies, CONOPS, OLAs, Operations Run Books.

Business Analysis: Created BRD (Roles and user types, report requirements, process mapping).

Asset Management: Documented entire client server farm installation in Remedy Asset Management module.

Unisys Corporation: Change Manager / Documentation Manager (August 2007 – October 2010)

Accounts: TSA, HHS, Census, U.S. Courts

Project Management/Business Analyst: Change Management technology refresh project and BRD creation.

Change Management: Managed Operational ChM (CAB, policy, tool and cchedule responsibility).

ISO 20K Audit: Chaired Leadership Working Group. Managed document life cycle; InfoPath developer.

Process Engineering: ITIL Processes for ISO 20K audit; User/Administrator/Operations Guides, run books.

Senior Technical Writer, multiple engagements (1996 – 2007)

Documentation Project Manager, Serco, Inc. (April – August 2007)

Process Engineer, VeriSign, Inc. (October 2006 – March 2007)

Business Analyst, Documentation Manager, McFadyen Consulting (July - October 2006)

Business Analyst, Training Manager, M.C. Dean, Inc. (Mar. 2004 – Jul. 2006)

Sr. Technical Writer, Arrowhead Global Solutions, Inc. (June 2003 – March 2004)

Documentation Manager/Business Developer, Arrow Mountain, LLC (May – June 2003)

Senior Technical Writer Specialist, EDS (April 2001 – May 2003)

Senior Technical Writer, Watson Wyatt Worldwide (March 2001)

Technical Writer, Cable & Wireless Corp. (December 2000-February 2001

Senior Technical Writer, Windward Consulting Group (June-Nov. 2000)

Technical Writer, Microstrategy Inc. (March-June 2000)

Technical Writer, Bell Atlantic Global Networks Inc. (Verizon) (October 1999-March 2000)

Technical Writer, Galaxy Scientific Corporation (April-October 1999)

Documentation Specialist, Vinnell Corporation (March 1999)

Technical Writer, ServiceNet (November 1998-March 1999)

Documentation Specialist, IBM Corporation (September-October 1998)

Marketing/Technical Writer, London Communications (May 1996 - September 1998)

EDUCATION

Bachelor of Arts, Houghton College, Houghton NY

Major: Writing

Minors: Communications and Art

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