Thomas Anokye

Mobile #: 214-***-****

Email: ad3nw5@r.postjobfree.com

Summary of Qualifications:

Results-driven IT professional with over 15 years of experience in leading and enhancing IT Service Management (ITSM) processes. Adept at implementing and refining ITSM practices, utilizing project management methodologies for successful project execution. Proven expertise in applying ITIL principles to elevate service delivery, incident and problem management, and change management projects. Skilled in leveraging Atlassian Jira and Confluence to streamline processes and documentation. Proficient in managing configuration management databases (CMDBs) with Jira Assets or Insight. Experienced in establishing and improving key performance indicators (KPIs) and key risk indicators (KRIs) for optimal ITSM performance. Known for creating user-friendly documentation and providing effective training sessions. Conducts regular audits to ensure CMDB data accuracy and integrity.

Professional Experience:

GWA Innovative Technology, Inc. Remote - (Freelance/Part time) Jul’23 – Present

Senior IT Program/Delivery Management (Advisory)

Environment: Agile/Waterfall SDLC (Software Development Life Cycle), IBM MVS, z/OS Mainframe, SAR, ServiceNow, Change Management, Mainframe Modernization, COBOL/DB2, JCL, Disaster Recovery, SOX Compliance, IBM Mainframe Technologies, Software Configuration Management, SMP/E, Microsoft Tools, ITIL

Provided expert advisory services for zMainframe and Z/OS environments, offering strategic guidance on optimizing performance and enhancing system reliability.

Spearheaded initiatives for Mainframe Modernization, developing comprehensive roadmaps and implementation plans to modernize legacy systems and improve efficiency.

Collaborated with clients to assess their specific needs and challenges, offering tailored solutions to address critical issues and drive business transformation.

Delivered remote freelance/part-time consultancy services for GWA Innovative Technology, Inc., leveraging extensive expertise in mainframe technologies to deliver value-added solutions and insights.

Associate Consultant (Sr. Project Manager/SDM) – Tata Consultancy Services – Contractor Mar 2022 – Jul 2023

Citibank, N.A. Inc. (Personal Banking and Wealth Management Technology), Technology Adherence Manager and (Global Function Technology) – Service Delivery PMO Lead, Enterprise Operations & Technology - Remote

Environment: SQL/DB2, Agile and Waterfall SDLC (Solution Development Life Cycle), Project Tracking System (PTS), PCM, JIRA, Planview, SharePoint, ServiceNow, Archer(Code/Impairment Reviews), Project Quality Assurance Tool (Audit of artifacts; process governance, non-conformance incidence, etc.), Architecture Review Tool, Risk Review Platform, MS Project, MS Office tools, SAS/SQL, Tableau, Confluence, MS Teams, Outlook 365, VMWare, Zoom, Skype.

Responsibilities:

In the role of a Technology Adherence Manager for Citi's Personal Banking and Wealth Management Technology LOB and a Service Delivery PMO Lead for Global Function Technology LOB within Enterprise Operations & Technology, I successfully oversaw the management and execution of substantial programs and projects. My responsibilities encompassed ensuring the prompt initiation and completion of Citi's projects, effectively allocating and managing resources, developing and adhering to project scope, and meticulously managing financial considerations to stay within budget constraints, and demonstrated capability in addressing program and project challenges, adept at mitigating risks through strategic negotiation to achieve anticipated outcomes.

Led team by demonstrating outstanding organizational abilities, meticulous attention to detail, and adept at multitasking. Proficient in prioritizing competing demands, showcasing versatility, and maintaining an action-oriented approach while assessing project performance to pinpoint areas for enhancement.

Orchestrated meetings and routines to support delivery for the Personal Banking and Wealth Management Technology (PBWMT), Kick-Offs, and Daily Status calls, acting as a backup for the client’s VP when out of office.

Led the implementation and enhancement of ITSM processes, ensuring alignment with organizational objectives.

Successfully executed ITSM projects using project management methodologies, ensuring timely and effective outcomes.

Applied ITIL principles to enhance service delivery, incident management, problem management, and change management projects.

Utilized Atlassian Jira and Confluence to streamline and support ITSM processes and documentation for both business domains at Citi.

Reviewed Change Management proposed changes and corrected any incorrect or missing documentation needed to obtain CAB approval.

Coordinated changes between IT infrastructure, IT operations, external and internal stakeholders to execute changes in accordance with IT Change Management approval procedures.

Conducted release readiness reviews, milestone reviews, and business Go/No-Go reviews.

Reviewed changes post-implementation to validate success/failure and enable timely closure.

Led efforts to increase standard change usage, create change models and use automated checks, testing, and deployment to optimize change management functions.

Coached and guided assignees on change management best practices and standards

Collaborated and partnered with Product Manager to modernize and optimized the ServiceNow Change Management application.

Demonstrated expertise encompassing various aspects of change management, demonstrating a comprehensive understanding of the people, processes, and technology involved in driving successful enterprise-wide changes.

Successfully delivered critical significant projects for the Line of Business (LOB), surpassing client expectations and achieving a 98% client satisfaction rating.

Implemented SDLC Agile methodologies, resulting in a 100% improvement in project efficiency and time-to-market.

Orchestrated the overall roadmap from ideation to delivery, managing dependencies and ensuring successful product launches.

Managed customer needs and expectations through regular status updates, requirements management, issue resolution, and action on customer feedback, utilizing SDLC Agile, Waterfall, and Hybrid methodologies.

Oversaw project processes and standards, acting as the custodian of SDLC Agile projects, and facilitated internal and external audit reviews in collaboration with Product Owners and Sponsors.

Created various reports for Work Effort managers, Project Owners, Sponsors, and Stakeholders, utilizing SQL, Tableau, and Excel functionalities to analyze data and summarization, simplifying work and aligning teams to a common domain taxonomy.

Collected and facilitated the dissemination of status updates to stakeholders and leadership regarding deliverables, addressing delivery progress, risks/issues, and schedule updates.

Associate Consultant (Sr. Project Manager/SDM) – Tata Consultancy Services – Contractor Jun 2019 – Mar 2022

TRUIST Bank (BB&T and SunTrust Bank; Merger of Equals) – Mainframe Center of Excellence - Remote

Environment: Agile and Waterfall SDLC (Software Development Life Cycle), IBM z/OS, ChangeMan, O365, MS Project, MS Office, CA-7, ESP, COBOL, SAS, JCL, DB2, QMF, SPUFI, CICS, VTAM, SQL, VSAM, VSAM RLS, ServiceNow, Archer-DR Runbooks Completion and Executions, SOX Evidence Gathering, CA-Clarity, EVMs, SharePoint, Web Connect, Connect:Direct (formerly NDM), MQ Monitor for Applications.

Responsibilities:

Managed and maintained configuration management databases (CMDBs) using Jira Assets or Insight.

Established and improved key performance indicators (KPIs) and key risk indicators (KRIs) for optimal ITSM performance.

Conducted regular audits to ensure CMDB data accuracy and integrity.

Demonstrated expertise encompassing various aspects of change management, demonstrating a comprehensive understanding of the people, processes, and technology involved in driving successful enterprise-wide changes.

Planned, coordinated, end-to-end management and delivery of defined deliverables usually required engagement from multiple teams.

Oversaw client needs and expectations in a Service Delivery Management (SDM) engagement, ensuring regular project status updates, requirements management, and issue resolution. Demonstrated exceptional analytical abilities, strategic thinking, leadership, coaching, and client/customer orientation, achieving zero client escalations.

Managed the High Availability (HA) infrastructure project for BB&T, leading a team to identify and remediate HA gaps in mainframe and distributed applications. Defined HA standards and processes for Tier 1 and 2 applications, aligning with the two-data hall design in BB&T's production data center.

Ensured adherence to HA standards for modifications to software and equipment in the production dual hall environment. Allocated and defined VSAM/RLS files to multiple CICS regions within Hall 1 and 2, optimizing file management in the SYSA LPAR.

Conducted evaluations of ATM system affinity in DB2 tables, addressing restrictions to a single production CICS region. Provided identity access management for 3270 users accessing "green screen" transactions from the new TOR.

Led the team through SIT/UAT with a focus on performance using performance management tools (MRA2) for z/OS, collaborating with IBM Engineers and 3rd party vendors to troubleshoot and debug mainframe service incidents, and participated in UAT for production validation.

Expanded business organically by increasing TCS project personnel from 25 to 49 FTEs, earning recognition from TCS for creating opportunities, presenting ideas, and upselling technology services to drive better results for clients.

Managed a project team to develop source code, data migration, and application remediation documents for the Merger of Equals (MOE) Delivery teams, facilitating timely deliverables and providing familiarity to Truist Data Centers.

Supported the definition and implementation of our Disaster Recovery process, policies, and procedures across a diverse set of applications.

Worked with the consumers of the Disaster Recovery (Infrastructure, Application Support, other Service Management domains) to enhance the Disaster Recovery process, to better serve their needs and enhance ease of use.

Orchestrated all meetings and routines to support delivery for the Center of Excellence (COE), Kick-Offs, and Daily Status calls, acting as a backup for the client’s Director of System Engineering when out of office.

Accountable for system enhancements and Production Support activities in an IBM Mainframe environment, adhering to ITIL-SM processes, including Service Request, Incident Management, Problem Management, and Change Management.

Implemented lessons learned from each change initiative, contributing to a continuous improvement cycle for future enterprise changes.

Sr. Project Manager / SDM – Larsen & Toubro Infotech (LTI) – Contractor Jul 2017 – Oct 2018

Travelers Insurance, Inc. (Hartford, CT) - Division: Personal Insurance (PI)

Environment: IBM z/OS, CA-ENDEVOR, O365, MS Project, MS Office, CA-7, COBOL, SAS, JCL, DB2, QMF, SPUFI, CICS, IMS, SQL, VSAM, Waterfall-SDLC, BMC-Remedy, Archer-DR Runbooks Completion and Executions, SOX Evidence Gathering, CA-Clarity, SharePoint, Web Connect, Connect:Direct (formerly NDM), MQ Monitor for Applications.

Responsibilities:

Orchestrated the management of a multi-vendor environment, ensuring strict adherence to regulations and standards, mitigating legal and financial risks for client organizations through effective onshore-offshore coordination. Responsible for overseeing day-to-day support issues in end-user computing, with accountability for system enhancements and Production Support activities within an IBM Mainframe environment, following SDM (ITIL-SM) processes.

Oversaw staff performance by managing resource requirements, assigning tasks, and analyzing performance quality. Utilized MS Project and CA-Clarity for efficient timesheet document management, escalating timeline concerns in a timely manner.

Facilitated seamless infrastructure and server transitions by conducting IT risk assessments, mapping architecture and data for compliance with SOX regulations. Played a crucial role in the Disaster Recovery (DR) team, representing the Personal Insurance division and conducting quarterly DR exercises to test infrastructure and critical application recoverability.

Supported the definition and implementation of our Disaster Recovery process, policies, and procedures across a diverse set of applications.

Worked with the consumers of the Disaster Recovery (Infrastructure, Application Support, other Service Management domains) to enhance the Disaster Recovery process, to better serve their needs and enhance ease of use.

Provided strategic direction to the onshore/offshore development team, overseeing activities such as legacy system monitoring, batch runs, and daily system activities. Led incident and problem resolution, managing bridge line communication with stakeholders.

Presented weekly updates on Application Interfaces and project status, ensuring compliance with ITIL-SM policies. Led the coordination of offshore teams to meet application development deliverables and uphold SLAs, engaging directly with clients and stakeholders.

Managed Production Services projects, organizing tasks, resources, and status reports for the PMO. Handled site-specific requirements, including audits, compliance, ad hoc reporting, and IT risk activities, aligning with the mission and vision of Production Support.

Implemented resource rotation for 24/7 on-call support, facilitating Shift Handover Call meetings for the production environment to ensure operational continuity.

Sr. Project Manager / SDM - GWA Innovative Technology, Inc. - Contractor Mar 2001 – Jul 2017

GWA-Datatrac FAST, LLC. (Chantilly, VA) – CSC/GWA SBA Joint Venture - Division: Corporate

Environment: Waterfall-SDLC, IBM z/OS, SharePoint, Deltek, CostPoint, GovWin, GovIQ, SAM, Mainframe Technologies, GSA eBuy, FAR, DFAR, ITIL-SM, COBOL, SAS, DB2/SQL, MS Project, MS Access, Microsoft Office Suite, MS Exchange, eQip, BI, EVMs, CRM (contact center knowledge management), Capacity Planning, Data Analysis, SAR.

Solutions; IT Operations, Data Center Management, Depot Asset Management, Contact Center/Help Desk Infrastructure Build & Support, Project/Program Management, Managed Hosting & Colocation services, Asset & Supply Chain Management.

Responsibilities:

Supervision of Portfolios and Programs, along with routine mandatory progress reports encompassing measurable business achievements and performance metrics.

Spearheaded end-to-end sales processes, managing client communication, presentations, RFI responses, workshops, vendor relationships, RFP/RFQ development and submissions, and contract signings. Maintained a central role in communication and sales activities with identified prospects and customers.

Planned and coordinated project activities, overseeing scope, schedule, cost, and quality, while preparing cost estimates for staffing and vendor management. Engaged in Sales & Pre-Sales activities, identifying opportunities, preparing proposals, and driving RFPs, demonstrating expertise in the latest technology trends.

Validated project SOW, achieving a successful win ratio through adept problem-solving and experience in capture management, risk and issue management, escalation, and resolution.

Collaborated with larger CSC (JV partner) ecosystem for new offerings, managed Business Development teams, and facilitated solution development, competitive costing, and value proposition integration using Deltek GovIQ/GovWIN and Avaya CRM.

Established strategic partner relationships, managed day-to-day operations in the sale of 3rd party IT products and infrastructure services, and provided leadership for high-volume recruiting efforts.

Led efforts to capture new opportunities, developed relationships with clients' technical, contract, and purchasing officers, and ensured projects were managed within budget and with timely deliverables.

Managed a group of developers in establishing application development environments, implementing ITIL for Service Management, and leading initiatives in an IBM Mainframe environment, Service Desk, Help Desk, and Contact Center.

Accomplishments: • Achieved exponential revenue growth for IT companies in 12+ years, earning the Small Business Top Performing Award from the US Department of Transportation. • Developed and communicated compelling value propositions, successfully executing a roadmap for US Government technical sales. • Sold corporate strategy and vision to GWA and Joint Venture leadership at the C-level, defining budgets for business development and supporting financial audits. • Recognized for personal integrity, passion for excellence, resourceful business solutions, and motivational leadership by clients and colleagues alike.

IT Systems Team Leader – Alliance Data Systems, Inc. (Richardson, TX) Nov 1998 – Mar 2001

IT Operations Management - Division: Specialty Credit Card Processing

Environment: Waterfall-SDLC, IBM/MVS/ESA, JES/3, MVS/JCL, VSAM, COBOL, SQL Queries, SAS, NATURAL, DB2/SQL, CICS-MRO, TSO/ISPF, RACF, MS Project, MS Access, CA-ENDEVOR, Cisco Networks, Microsoft Office, CA-Clarity.

Responsibilities:

Led a team of developers in the establishment of an application development environment, crafting system development life cycles (SDLC) within an IBM Mainframe setting. Implemented online and batch programs to ensure a stable production environment and executed emergency fixes when required.

Collaborated in developing project schedules, assigning resources, and tracking progress using MS Project. Utilized BI for research and data analysis to align resources effectively, engaging with the management team, pursuit leaders, contract management, and business leadership. Employed CA-Clarity for document management and sharing to advance sales efforts.

Spearheaded Change Management activities for large-scale technology implementation projects, conducting stakeholder engagements and change impact analysis in the IBM Mainframe environment. Played a key role in establishing SDLC processes.

Executed technical strategies to enhance efficiency in multiple CICS regions and change control processes within the IBM Mainframe environment, ensuring the reliability of the enterprise operating environment.

Supported the definition and implementation of our Disaster Recovery process, policies, and procedures across a diverse set of applications.

Worked with the consumers of the Disaster Recovery (Infrastructure, Application Support, other Service Management domains) to enhance the Disaster Recovery process, to better serve their needs and enhance ease of use.

Interfaced with various departments to address complex operational issues in the IBM Mainframe environment and maintained a high level of expertise to guide new team members in their tasks.

Collaborated with executive leadership to align change initiatives with overall business strategies.

Developed comprehensive change management plans outlining objectives, communication strategies, and stakeholder engagement approaches.

Conducted thorough stakeholder analyses to identify and understand individuals or groups impacted by change.

Developed and executed communication plans that effectively conveyed the rationale, benefits, and impact of changes to diverse audiences.

Led change impact assessments to identify potential risks, challenges, and opportunities associated with proposed changes.

Monitored resource utilization for capacity planning, optimizing performance as needed and escalating when appropriate.

Accomplishments: • Successfully maintained SDLC during Y2K conversions in an IBM MVS/ESA environment without any escalations. • Developed and implemented SDLC, setting up and maintaining multiple CICS regions to ensure a stable IBM Mainframe Production Environment. • Created comprehensive documentation outlining application migration/change control procedures for the IBM Mainframe environment.

Senior Technical Analyst - Texas Comptroller of Public Accounts (Austin, TX) Mar 1992 – Mar 1998

Division: Systems Development - Integrated Tax Systems (ITS)

Environment: Waterfall-SDLC, IBM/MVS, JES/3, MVS.JCL, VSAM, SAS, COBOL II, NATURAL, IBM DB2/SQL, TSO/ISPF, IBM’s Query Management Facility (QMF), Microsoft Office, Windows, UNIX/AIX, CISCO Networks, BIM, PowerBuilder, Platinum CCC/Harvest, Mercury Interactive Test Tool Suite, Lotus Notes.

Member of a team charged with developing and managing the integration and migration of 40 standalone tax accounting systems from legacy platforms to Client Server ERP systems. Oversaw key responsibilities, including the evaluation, selection, and implementation of Software Configuration Management and the Test Tool Suite. Collaborated closely with contractor (EDS) to develop and validate proof of concept, ensuring a seamless transition and optimal functionality in the new environment.

Responsibilities:

Member of a team charged with developing and managing the integration and migration of 40 standalone tax accounting systems from legacy platforms to Client Server ERP systems. Oversaw key responsibilities, including the evaluation, selection, and implementation of Software Configuration Management and the Test Tool Suite. Collaborated closely with contractor (EDS) to develop and validate proof of concept, ensuring a seamless transition and optimal functionality in the new environment.

Conducted product evaluations, selections, installations, and training for SCM packages and Test Tool Suite, determining the optimal fit for implementing ITS Client/Server architecture.

Served as the primary Technical Support expert, overseeing the installation, maintenance, and support of Mercury Interactive Test Director test tool suite and Lotus Notes as an Administrator.

Led the Year 2000 (Y2K) project, performing data gathering functions and creating a scope statement to assess the impact of Y2K date conversion on computer systems in an IBM Mainframe environment.

Maintained ITS project training and QA environments, developing customized applications in a Waterfall-SDLC environment using COBOL/DB2, SAS/SQL, Natural, and Lotus Notes.

Produced complex SQL queries, reports, and data extracts using SAS, Natural, and other tools against IBM/DB2 databases to facilitate State of Texas Open Records Requests.

Provided IT support and guidance for new consultants adapting to the IBM Mainframe environment, defined development and operational procedures, and managed TSO/ISPF library and dataset reorganization.

Played a key role in implementing Dunn & Bradstreet (DBS) "Millennium" HRIS software in an IBM Mainframe environment, resolving operational problems and program abends. Regularly installed DBS patches and coded user requests for data extraction.

Supported the definition and implementation of our Disaster Recovery process, policies, and procedures across a diverse set of applications.

Worked with the consumers of the Disaster Recovery (Infrastructure, Application Support, other Service Management domains) to enhance the Disaster Recovery process, to better serve their needs and enhance ease of use.

Functioned as a Security Administrator, maintaining RACF security profiles and user access identifications. Defined user security access rules for CICS applications using IBM system tools.

Performed Change Control functions, coordinating with team leaders on the status of common modules or copybooks.

Accomplishments: • Developed and maintained the ITS project Software Configuration Management environment. • Validated the proposed ITS application development environment, production execution environment, and application architecture, providing a viable framework for deploying ITS applications to mobile computer users. Developed and maintained USPS’s Disaster Recovery plans for applications.

Education

University of Texas at Arlington, Texas

Undergraduate Studies towards a Bachelor’s degree

Certification

Service Delivery Management E-certificate

Agile way of Working Foundation: Process – curricula

TCS Project Management certified by PMI: Project Scheduling E-certificate

TCS Foundation in Financial Services E-certificate

Training

ITIL Foundation Certification Training

IBM Technical Training Center, Dallas, TX.

TCP/IP Network Workshop

ANSI C

IBM Mainframe Technologies

Texas Instruments Technical Systems Education

Batch Production

VS COBOL II Facilities

FOCUS (file description and maintenance)

IBM DB2/SQL Application Programming

Third-Party Vendor Systems Education

Business Development and Capture Management (Federal and SLED)

Program in Digital Management of Marketing and Sales

RDBMS and PowerBuilder

CA-ENDEVOR (software configuration management tool)

SyncSort/JobScan

Platinum CCC/Manager

Mercury Interactive Test Tool Suite

SAS/DB2, Natural (Programming Languages)

Memberships

IBM PartnerWorld Program (drive growth, profitability and results as it relates to 8 published competencies)

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