ITSM

CRAIG HENDERSON

******************@*****.*** - Chicago, IL 312-***-**** - www.linkedin.com/in/craiglhenderson

Professional Profile

Internal Enterprise PPT Auditor/Portfolio, Service, Program & Project Mgmt

IT consultant qualified to deliver risk-mitigating and cost-saving analyses, recommendations and performance improvement of People, Processes and Tools (PPT) proven to ensure compliance and growth of IT Enterprise capability maturity by leveraging Six Sigma Operational Level Agreement (OLA) experience; accustomed to a wide variety of management (mgmt) principals, frameworks and methodologies, including security and risk assessment.

Core Competencies

Operational & Information Systems Auditing/Quality Assurance (QA)/Service & Project Mgmt/Business Intelligence & Analytics (BI&A)/Strategic Analysis & Planning/Process Engineering/Customer Relationship Mgmt (CRM)/Security and Risk Assessment

Industry Experience

Airline/Defense/Telecommunications/Insurance/Manufacturing/Health Care/Nonprofit Organizations (NPO)

Professional Experience

Independent ITSM/PPT Consultant - FORTUNE 500, NPO and Small Business - Aug05 to present

Fortune 500 Summary: Audit and manage Enterprise-wide impacting PPT, projects, Master Service Agreements (MSA) and Statements of Work (SOW) for IT Executives, Channel and Business Partners & Clients, and Sr IT leaders of steering committees for measurable qualitative & quantitative trending improvement of IT client service delivery based on IT Service Mgmt (ITSM) best practice and Motorola Six Sigma (6σ) techniques to drive Carnegie Mellon University (CMU) Capability Maturity Model Integration (CMMI) growth of IT operational performance, customer satisfaction and bottom-line value.

Independent IT Consultant - Chicagoland, IL Aug12 to present

NPO - University Media Library

Research & development, social media consultant, video production consultation, and web analytics.

Independent Think Tank Consultant & Membership Security - Chicagoland, IL Aug04 to present (seasonal)

SPORTS & ENTERTAINMENT INDUSTRY - Confidential

Trusted BI&A research of corporate data; advocacy of sound branding & marketing strategies, social policy and sports culture with long-term international outlook; assurance of Think Tank membership adherence to Corporate vision, mission and values.

Independent Consultant

THRIVENT FINANCIAL – Chicago, IL Apr16 to Aug16 (pro bono)

Provided analysis and consultation of gaps in application process between 3rd-party vendors and local Thrivent office with respect to financial planning and wealth management solutions in order to mitigate risk of insurance fraud on behalf of potential clients.

Independent ITSM Auditor/Enterprise Release Manager (Infrastructure & Apps)

UNITED AIRLINES – Chicago, IL Feb16 to Sep16

Audited the implemented PricewaterhouseCoopers (PwC) Enterprise Release Mgmt process in conjunction with globally accepted ITSM Release Management standard practices;

analyzed and reported gaps in implemented “Release Velocity” as broad-KPI of rapid AppDev w/r/t app type (e.g operations v. passengers) for a mature industry of Airline Operations where the historical competitive edge of customer satisfaction has been on-time flight operations;

mitigated $B-risk and managed successful Enterprise-impacting data center Release of 5-year Power Distribution Unit (PDU) preventive maintenance activity to ensure uninterrupted global airline operations;

strategically influenced clearance of Release expedites within Change Mgmt process impacting Change Advisory Board (CAB) policy; and

ensured compliant delivery of CA Technologies Release Automation tool pertaining to Sarbanes-Oxley (SOX) compliance.

Independent PPT Auditor/Sr. Project Manager

KELLOGG COMPANY - Oak Brook, IL Mar15 to Aug15

Audited and managed the installation of the Planview Enterprise v11.1 Finance Mgmt and Resource Mgmt modules, including consultation on internal branding & marketing, Organizational Change Mgmt (OCM) activity, as well as Current v. Future state ITSM analysis and reporting to upwardly drive CMMI growth.

Independent Sr. Business Analyst/CIM

AMERICAN FAMILY INSURANCE - Madison, WI Jan15 to Mar15

Developed big data current & future state business analyses of Commercial Farm & Ranch divisional portal build-outs for enterprise revenue activity, including data marts, applications/UIs, infrastructure and report generation toward measurable improvement of Customer Interaction Mgmt (CIM) and IT service delivery.

Independent IT Consultant - Chicagoland, IL Jan14 to Dec14

SMALL BUSINESS - Security & Dispatch

Business development, online brand mgmt, marketing, operations modeling, IT & Mobile consultation, and security mgmt consulting.

Independent Sr. Project Manager - Chicagoland, IL Jun14 to Nov14

SMALL BUSINESS - Microsoft Valued Partner

Executive presentation, project mgmt, Microsoft SharePoint site setup & administration for project delivery of client MS products.

Independent ITSM Consultant/Sr. Project Manager - Chicagoland, IL Mar14 to Oct14

CHRYSLER - ITSM Outsourcer

ServiceNow Implementation, ITSM workshops and documents audit, ITSM tool work-flow design for delivery of services, and project mgmt.

Independent Consultant - Chicagoland, IL Nov11 to May14

SMALL BUSINESS - Mobile Concierge Service

Business development, online brand mgmt & marketing, IT & mobile consultation, and web analytics.

Independent Consultant - Chicagoland, IL Jul11 to May13

NPO - Internet News Aggregator

Online brand mgmt, social media, operations mgmt, web design & consulting, web analytics, data mining & consulting, and content mgmt.

Independent Consultant/Sr. Project Manager

Project Type: Agile/Data Mining - Business Intelligence & Analytics

ALLSTATE INSURANCE - Northbrook, IL Oct12 to Jun13

Drove success of Big Data migrations & infrastructure pilot through program and project mgmt of ETL (extract, transform, load) initiatives for internal business clients looking to improve marketing strategies by data mining for embedded value latent within corporate data warehouses;

contributed services of resource mgmt, budget mgmt, executive reporting and program level Key Performance Indicators (KPIs) & metrics to measure delivery effectiveness; and

while successfully driving fifteen (15) in-flight projects, developed an operational manual for Project Managers toward flattening the learning curve and increasing speed-to-deliver services through of a complex client PM environment of several frameworks, tools, methodologies, templates and reports.

Independent Consultant/ITSM Auditor/Enterprise Release Manager

Project Type: ITSM Process - Enterprise Release Strategy

ALLSTATE INSURANCE - Northbrook, IL Jan12 to Jun12

Ensured program level effectiveness for internal business clients and agency partners, including the development of qualitative and quantitative reports and program level KPIs to measure the operational effectiveness of the Release Mgmt process and the roll-out program and process engineering;

consulted on COBIT, SOX and ITSM based audit reports and active enterprise-wide rollout of Release Mgmt process and secondary impacts of its introduction onto Change Mgmt by leveraging Forrester case studies of world-class enterprise release strategies including ITSM; and

served as consultant on CAB to assist with business case analyses & decisions for release projects seeking exceptions to the Enterprise Release policy.

Independent Consultant - Chicagoland, IL Jul10 to Dec11

SMALL BUSINESS - Life Coaching

IT consultation, web analytics, social media, and content mgmt.

Independent Consultant/Service Manager/Hosting Portfolio Mgr

Project Type: Global Hosting Infrastructure, SDLC/Waterfall

AT&T/GLOBAL HYATT CORPORATION - Chicago, IL Oct10 to Dec11

[HIGHLIGHT] Conducted and delivered a 27x7-point ITIL v3-based analysis & audit of all ITSM processes for a business portfolio of hosted mission-critical IT applications from Service Strategy thru Continuous Service Improvement;

accounted for on-site executive client-facing relationship of approximately twelve (12) globally hosted IT services, including security aspects, financial and workforce systems, and Payment card industry (PCI) apps, against the MSA & SOW, including mgmt of SMEs responsible for penetration tests, vulnerability assessments and delivery of 75-slide monthly quantitative reports against agreed service metrics, including calculating financial penalties and monthly billing as per each SOW;

leveraged world-class subject matter expertise in the areas of IT security & compliance (PCI, SOX, etc.), routing, switches, VPN, storage arrays, VMWare, Oracle systems, web front-ends, etc in support of hosting, migrations & decommissions of mission critical applications, including financial and workforce mgmt systems through the cloud; and

directed team of project managers driving application and infrastructure upgrades, migrations and installations by overseeing project managers and teams responsible for delivery into hosting environment.

Independent Consultant - Chicagoland, IL Aug05 to Oct11

NPO - Not-for-profit (NYC)

Managed IT housing facility project, which included gathering and mgmt of technical requirements to underpin resident intake and tracking process and to produce billing reports for state compliance, including the procurement for LAN, servers, PCs, application development, etc.); directed infrastructure installation, application development, end user training, and successful roll-out; improved billing accuracy; and decreased time of billing & verification by 90%.

Independent Consultant/Sr. Program Manager - Chicagoland, IL Feb08 to May11

SMALL BUSINESS - Medical Workforce firm

Provided executive consulting on corporate strategy, workforce operations and IT services for a supplemental medical staffing start-up, including, lowering barriers to entry, competitive advantage, operations, and core competencies.

Independent Consultant/ITSM Analyst/Sr. Project Manager

Project Type: ITSM Process, Infrastructure & Environments

ALLSTATE INSURANCE - Portfolio Platform Stewardship Team - Northbrook, IL Jan10 to Sep10

Executed senior program/project mgmt duties leveraging an ITSM model of Change, Incident, Problem, and Event mgmt processes, as well as major Environmental/Infrastructure migrations and upgrades, including Dev, Test and QA environments;

supported the enhancement of mission-critical customer/business partner secure production portal to improve end user experience, including the development and tracking of program level KPIs & metrics, Microsoft Sharepoint development and administration; and

developed and presented weekly, monthly and closure reports including statistical analysis, and mgmt of project managers & coordinators.

Independent Consultant/Sr. Project Manager/Information Systems (IS) Analyst

Project Type: Application System Audit & Roll-out/Waterfall

MVP HEALTH CARE (Schenectady, NY) Jan09 to Jun09

Developed and provisioned business case strategy based on the requirements of an ERP re-launch to underpin security & compliance functions targeted to meet government regulations; and

assessed system-wide vendor report and Corporate current state of PPM tool Compuware Changepoint, related ITSM processes, program/project methodologies, and functionality.

Independent Consultant/Sr. Project Manager

Project Type: ITSM Process

ALLSTATE INSURANCE - ETSP (Northbrook, IL) Jan06 to Jun06

Developed, assessed and delivered current state and gap analysis reports of Release Mgmt processes towards future state of adopted Release Mgmt best practices; and

leveraged external consultant expertise and knowledge base of the Portfolio Mgmt Tool (PMT) to subsequently serve as the local SPOC and ad hoc trainer for PMs learning and navigating the complex PMT toward flattening group-wide learning curve and decreasing time to resolve open cases/tickets.

Independent Consultant/Sr. Project Manager

Project Type: ITIL/ITSM Process

ALLSTATE INSURANCE - EIS (Northbrook, IL) Jan06 to Jun06 concurrent

Served as ad hoc PMO representative for mixed clients without a governance body to oversee and govern projects processed through a combination of PRINCE2 and Microsoft Office Enterprise Project Mgmt for QA and compliance; and

managed Configuration Mgmt System (CMS/CMDB) rollout and 6σ process improvement infusion into ITSM oversight of Change Mgmt, which included an analysis of “routine” v. “standard” operational changes towards faster turnaround times for change requests.

Program Mgr/IT Service Portfolio Mgr

Project Type: SDLC/Waterfall, Infrastructure

LUCENT TECHNOLOGIES - Jul00 to Aug05

[HIGHLIGHT] Successfully developed and launched an eBusiness Hosting Center (data center construction, application hardening (securing), migration and decommissioning of valueless apps and obsolesced infrastructure) – a world-class Tier 4 data center facility with IT Demilitarized Zone (DMZ) service model, migrating & securing revenue-generating business applications into a secure, redundant IT environment and providing 99.999% (6σ) availability over the span of 18 months;

developed and directed Enterprise-wide ITSM and PMO service modeling, including mgmt of Change, Release, Incident and Problem mgmt processes, business continuity planning (BCP), disaster recovery, budgeting, vendor mgmt, partner alliances, executive presentations and CRM;

founded and led a Program Mgmt Organization (PMO) forged from SMEs, clients, and executives to promote transparency and prioritize business application launches leveraging PRINCE2 methodology and later the introduction of Phase-Gate methodology to support SOX compliance; and

recruited for Lucent’s Global Leadership Development Program/leader and award-winner of Leading Lucent’s Future (top-ranking leader development program, 97th percentile); and recognized by IT Benchmarking Forum of Fortune 500 firms, incl Johnson & Johnson CIO, for Chargeback Pricing Model White Paper.

Education

MBA, Supply/Value Chain and IS Mgmt

CORNELL UNIVERSITY - Ithaca, NY

Focus areas: supply chain/value chain mgmt, business case studies (e.g. Global Crossing) and on-site surveys of Lean Six Sigma manufacturing facilities of approximately 20 companies (e.g. Ford (F150), Corning (Fiber Optics), Alcoa (Aluminum), etc. and their globally reputable operations.

Bachelor of Science, Computer Science; Concentration: App Dev

ADELPHI UNIVERSITY - Garden City, NY

Professional Development

The Learning Connection Financial Services Modernization Act - GLBA Certification (2015)

Self-study ITIL IT Service Manager v3 (2010)

Self-study BABOK (2008)

Global Knowledge PMP v3 Course Certification (2008)

ITSM Academy ITIL IT Service Manager v2 Course, Certification (2007)

Self-study ITIL Foundation Certification (2006)

EXIN ITIL Foundations Course for IT Service Mgmt (2006)

Hewlett-Packard Information & Records Mgmt (2005)

TRA Competitive Intelligence (2005)

TRA Ethics and Compliance Training (2004)

Skillsoft Financial Policies, Reporting & Compliance (Sarbanes-Oxley) (2003)

LRN Fraud & Anti-fraud (Sarbanes-Oxley) (2003)

Rutgers University Process Mapping, Certification

Portfolio, Project & Workflow Tools, Frameworks, and Knowledge Areas

Microsoft Project / Microsoft Project Web Access / Microsoft Project Enterprise / Microsoft Project Portfolio Server / Microsoft Windows SharePoint / Microsoft Excel / Microsoft Visio / Microsoft PowerPoint / Microsoft NetMeeting / Microsoft Windows Meeting Space / WebEx / Compuware Project Portfolio Management (PPM) / Compuware ChangePoint / HP OpenView / Remedy / Six Sigma / TQM / PMBOK / BABOK / ITIL / ITSM / PRINCE2 / GATE / SDLC / PMI / PPM / PMF / PMT / CA Clarity PPM / CA Open Workbench / Release Management / Service Management / Configuration Management / Problem Management / Incident Management / Change Management / Business & Statistical Analysis / PMO / IT Governance / SLA, OLA & Contract Management / SOX / ISO 20000 / etc.

Project Types, Technical Knowledge Areas

PROJECT TYPES:

MAJOR MIGRATION PROJECTS:

Data warehouse migrations from legacy systems to robust platforms

Data center installation & application migrations to robust platforms

Merger & Acquisition migrations of IT Systems

Server farm upgrades and application migrations

Storage array upgrades and data migrations

MISC PROJECTS:

Data mining / data warehouse / Hadoop / ELT / OLAP / Cubes / Business Objects / VoIP / call center upgrades / airport network installation / ITSM / CPIT / desktop installation & upgrades / database & server installations & upgrades / O/S server installations & upgrades / router installation & upgrades / application installation & upgrades / SDLC - Agile, Waterfall / network device utility installations / single sign-on (SSO) / LAN & WAN designs, installations and cut-overs / terminal emulation / peripheral installations / IT service & pricing modeling / business continuity planning / disaster recovery / web-based front ends to SAP / Oracle / PeopleSoft.

TECHNICAL KNOWLEDGE AREAS:

APPLICATION & DATABASE SERVERS: WebLogic Server (BEA) / WebSphere / Apache HTTP/Web server / Java / SAP Web / .NET / Oracle 9iAS / SQL / Microsoft SQL Server

DATA CENTER: cabling experience: fiber, coax, copper runs, patch cables, RJ11, RJ45 / logistics and asset mgmt / ticket queue mgmt / rack space mgmt / patch cable mgmt / power allocation and mgmt, HVAC.

NETWORK: Cisco / Ethernet / TCP/IP / Appletalk / IPX / DECNet w/ connectivity to mainframes (IBM, DEC, Cray) / Cabletron / 3Com / Excelan NICs / Shiva Fastpaths / Farrallon PhoneNet StarControllers / ChipComm Galactica Ethernet Switch - Multiport Bridge / LocalTalk / NCSA TELNET / AppleShare for Novell Server access / FDDI / Cisco routers / ChipComm Ethernet Switches / Cabletron switches / Shiva LANRover/E’s.

UTILITIES: caching proxy server / web proxy / open proxy server / reverse proxy server / firewall / DNS servers / Lucent Managed Firewalls / Lucent Bricks / Cisco Security Manager / Juniper NSM / SITA Scope / Foundry switches and routers / NIDs / Tripwire / HPOV / NAS and SANs / Remote LANVIEW for Windows / Windows NT / Novell 3.11 file servers / Xyplex Terminal Servers / Eudora Internet Mail Server / IBM Lotus Domino / Microsoft Exchange Server / qmail / Sun Java Systems / WinGate / XMS / Xyplex Terminal Servers provided for LAT terminal and remote VAX print.

DESKTOP: general support for workstations (Sun, Silicon Graphics, Apollo, DEC, IBM AS400 & RS6000 / X-window etc.) / PCs / MACs / desktop software / O/S installation & upgrades / boarding card printers / baggage tags printers / telnet / FTP / Novell NFS / DEC Pathworks / MS Windows / MS Office / MS Word / MS Excel / MS PowerPoint / MS Mail / MS Schedule / MS Access / FoxPro / Microsoft Access / Paradox / ObjectPAL / Quattro Pro / dBase.

O/S: Linux, Windows, MAC, Unix, Aegis, Solaris, X Window

Contact this candidate