Manager Configuration Management

Scott (Scotty) Rhoades

Concord, NC ***** *****.*******@*****.*** 704-***-**** LinkedIn: Scott Rhoades

CONFIGURATION MANAGER

Dynamic, strategic, results-driven technologist offering expertise in spearheading the configuration of IT systems while planning, designing, building, documenting, monitoring, maintaining, and aligning all hardware, software, and network components with company specifications, supporting partner companies who have collectively saved a total of 27 million dollars through ITSM implementation solutions. Organized, innovative business partner, effective communicator, and problem-solving project manager with critical / creative / abstract thinking and decision-making who is known for building strong partnerships across all lines of business from senior management to entry-level personnel to execute and monitor configuration management processes, tracking changes, improve security, performance, and compliance for configurations, and deliver projects / assignments both ahead of schedule and under budget through a keen troubleshooting and solutions background. Collaborative leader, US Army Veteran, and resourceful team contributor with demonstrated success in executing seamlessly within a team as well as managing individual tasks while directing diverse, cross-functional teams to conduct effective meetings, drive improvements, prevent unauthorized changes, minimize risks, champion efficient IT operations, and maintain a stable / reliable IT environment.

TECHNICAL PROFICIENCIES

ServiceNow Administration / Configuration IT frameworks / methodologies - COBIT, CMMI, LEAN, Six Sigma, ISO, SOX, PCI, NIST ITIL v3 IT Service Management - Service Transition / Service Operations ITIL / ITSM Processes / Methodology - Asset / Configuration Management, Dependent Relationship Mapping, Service Mapping, Incident / Problem Management, Change / Release Management, Service Requests, Service Cataloging Requirements Assessments Troubleshooting Quality Assurance Risk Identification / Mitigation Compliance Analytics Metrics

CERTIFICATIONS

Information Technology Infrastructure Library (ITIL) Foundations v4, PeopleCert GR671525273SR, 2023

ITIL Foundations v3, EXIN 00047719, 2011

ITIL Operational Support / Analysis (OSA) v3, PeopleCert GR757000877SR, 2011

ITIL Release, Control / Validation (RCV) v3, PeopleCert GR759000902SR, 2011

ITIL Continual Service Improvement (CSI) v3, PeopleCert GR755000763SR, 2011

EXPERIENCE

WARNER BROTHERS DISCOVERY, New York, NY 2021 – 2024

Configuration Manager

Planned, managed, and controlled the data within the Configuration Management Database (CMDB) to ensure the accuracy and integrity in support of IT service management processes

Conducted data quality analysis, provided recommendations to address data quality issues, and executed data management plans to provide accuracy of Cls across all classes.

Executed and operated the SACM Data Governance Process, the SACM Recertification Process, and the Discovery tool reconciliation process.

Partnered with Change Management to identify unapproved Cl changes / alterations in the environment / CMDB.

Participated in the Configuration Management, Change Management, and Release Management process evaluations.

Acted as advisor for structural changes to the CMDB.

Developed CMDB training guides, product documentation, and process integration.

Teamed with the training department to ensure that Cl Data Owners had sufficient training material and were educated in the Configuration Management process.

Ensured that Cl Data Owners followed the standard methods for managing the assigned Cls, following correct procedures / processes to effect changes to the CMDB.

Collaborated closely with all stakeholders to help define and implement Cl data input methodologies including external systems integrations, manual data entry, data imports, data transformation mapping, ServiceNow Discovery, and other data sources to maintain the CMDB. Leveraged automated tooling to lessen manual data entry and tedious, human error workload.

Reconciled CMDB data exceptions between CMDB, automation-derived information, imports, and other authoritative production data repositories

Scott Rhoades 704-***-**** Page 2

THE HARTFORD, Hartford, CT 2019 - 2021

Senior ITOM Engineer

Coordinated with stakeholders to ensure business requirements were documented.

Responded to audit inquiries and generated compliance evidence.

Performed configuration, integration, Custom Scripting, and other hands-on technical activities about implementation and maintenance of the CMDB and Discovery.

Designed and executed technical configurations, application maintenance, and housekeeping activities.

Troubleshot technical issues related to ServiceNow and Business application configurations and other technical issues related to the CMDB and Discovery.

Oversaw architect and build of MID servers.

Managed relationships with vendors and oversaw short-term consultants’ deliverables.

Engaged with business partners, influenced project decisions, and assessed the risks of various solutions.

WELLS FARGO, Charlotte, NC 2017- 2019

IT Service Consultant

Delivered results within a 3.2-million-dollar project as part of a team with a 1.6 million budget to revitalize and optimize application asset data from the Information Services Application Inventory tool to the new Enterprise Application Management tool, configure data mappings, configure access, train end users, and document process and procedures.

Provided Asset and Configuration Management to drive Safety and Soundness with CMDB data.

Partnered with the Asset and Configuration owners to develop and deliver a unified configuration model and application architecture for CMDB Models.

Classified measures and indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system

Gathered process requirements, created support documentation, performed data profiling and analysis, and created associated conceptual and logical data models supporting the overall CMDB delivery.

Communicated with various levels within the organization to gather information about services such as technical components and their relationships and organizational and analytical information.

Investigated process gaps, exceptions, data mapping, and configuration accuracy issues, resolving their root cause.

Cultivated client relationships to ensure the customers were adequately informed of changes during the asset / configuration item lifecycle and aided with available reports

BANK OF AMERICA, Charlotte, NC 2015 - 2017

IT Service Architect

Executed initiatives within a 50-million-dollar project as part of a team with a 12 million budget to map out and configure assets to define technical and business services.

Designed service blueprints supporting Change Management, Incident Management, and Financial Management with Reference Models and Architectures for current state and target state views for service, service offerings, applications, and servers. Developed core infrastructure dependency relationship data to allow configuring BMC Simulated Impact Analysis tool for change management.

Educated providers on services and assisted them in defining and decomposing technical and business services.

Determined Service to Configuration Item data requirements and performed activities needed to effectively integrate information into the CMDB through BMC Remedy while adhering to NIST standards.

Partnered with the Discovery team to keep data dynamic by creating Application Signatures so that ADDM could profile applications.

Leveraged hands-on experience to implement a foundational and functional CMDB from understanding service requirements and how that was translated into technical development within the CMDB tool.

Performed inventory of all infrastructure assets to logical CIs and documented all findings through logical and physical architectural mappings to asset impact to changes in production and lower-level environments of support while adhering to NIST standards.

Scott Rhoades 704-***-**** Page 3

LOWE’S, Mooresville, NC 2009 - 2015

IT Service Management Consultant

Planned, designed, trained, and configured ITSM processes and tools within several projects as part of a team that managed 13.4 million, with an overall span of over 50 million dollars.

Served on the ITSM Governance board as the subject matter expert of ITIL v3, within the functional areas of Asset Management, CMDB,

Delivered Discovery and Dependency Mapping and Incident, Problem, Change, and Release Management.

Served as the Service Now administrator, configured the ITSM modules, created accounts, applied permissions, added groups and roles, managed data with tables and fields, managed the configuration management database (CMDB) and import sets, ran basic reports, created workflow activities and approvals, and implemented Service Level Agreements.

Pioneered the creation of the production CMDB, supervised the Configuration Management Database and its software stores, controls, and associated relationships and dependencies, and planned and documented the design of the Configuration Management policy, process, and procedures.

Identified solutions to provide unparalleled infrastructure visibility to improve and simplify change control to avoid service disruptions and better track, manage, and control IT infrastructures.

Spearheaded the training effort for all IT areas regarding configuration management for end users and key stakeholders.

Performed configuration audits, to check that the physical IT inventory was consistent with prior audits and for proper risk assessment.

Created and maintained Atrium Discovery and Dependency Mapping systems, rules and signatures.

Identified and implemented improvements to IT services to reflect changing industry requirements and collaborated with stakeholders to develop a viable approach for implementing improvements

Functioned as the Essential engineer of the team that developed the ITAM process and CMDB.

Acted as the Essential architect of the team that established the Change Management and Release process.

Served as the Essential member of the first international expansion into Canada, and then the expansion into Mexico.

Managed the team overseeing Service Desk Functions for Operations.

ADDITIONAL RELEVANT EXPERIENCE

LOWE’S, Mooresville, NC

IT Service Management Consultant

MILITARY EXPERIENCE

US ARMY HONORABLE DISCHARGE

EDUCATION

Networking and Systems Administration / Computer Programming, Diploma

ECPI University

Primary Leadership Development Course

U.S. Army

CORE COMPETENCIES

Discovery / Dependency Mapping Service Modeling Continuous Improvement Project / Situational Leadership Training Audits Project / Program Management Business Transformation Operational Strategy Influential Decision Making Client / Partner / Stakeholder Engagement

Contact this candidate