Manager Management

JEFFREY D. ALLISON 408-***-****

********@*****.***

IT Service Manager & ITSM Infrastructure Process Consultant

Process Architecture – Business Analyst - Software Quality Assurance

Incident Management

Problem Management

Change Management

Asset Management

Quality Assurance

Metrics

Analytical process oriented professional with extensive ITSM experience spearheading process architecture and optimization to achieve Operational Excellence.

Skilled in assisting end-users reach root cause behind difficult IT incidents, procure long term solutions for such complex problems.

Continuously focused on process governance and building cohesive cross-functional relationships to drive strategic operations.

Complex metric analysis and sophisticated reporting to ensure process operational efficiency and effectiveness.

Accomplishments

Handling of Major Incident calls on a 24x7 schedule using Service Now

Conducted requirements gathering activities for specific infrastructure processes for integration with the Service Now EMS tool

Extensive Incident, Problem, and Change Management documentation including training material per EMS tool (Service Now & ISCC) in PowerPoint, Vizio process flows, and Standard Operating Procedure

Conducted many “Trained the Trainer” sessions with individuals charged with overseeing the Change Management area of IT

Hosted workshops using the CMMI model to quantify current process maturity levels, gauge desired maturity level, conduct gap analysis, and create process bridgework & requirements documentation to bridge the two

EMS software tool modeling to current infrastructure production process standards, such as ServiceNow and IBM Smart Cloud Control Desk, in the form of tool mock-up diagrams and the creation of Use Cases (Stories)

ITIL Asset Management process creation and oversight, including oversight of cross-country team members carrying out asset management duties and warehouse management

Construction of First Call Resolution process responsible for achieving a 70% reduction in new Incident Record creation due to FCR elimination

Exceeded Problem Management Service Level Agreement thresholds while maintaining complete process compliance

Education

SANTA CLARA UNIVERSITY BRITISH COMPUTING SOCIETY

B.S. Computer Science/Mathematics ITIL Certified, Foundation V3

IBM Internal Courses

Deep Blue Consulting - IT Service Management Design & Development - IPD Project Management - MHV System Test & Quality Assurance Techniques - Object Oriented Analysis & Design - InteLayed ormediate C++ Programming

Experience

SEARS HOLDINGS Hoffman Estates, IL

(2012 – Present) ITIL Problem Manager

Responsible for oversight of Problem Management Root Cause and Permanent Fix attainment through the Problem Management process

Responsible for Major Incident call handling and corresponding Major Problem Record assignment and followup

Participant in the Change Advisory Board meeting to review Changes being proposed for introduction to production environments

Integration of Change Record IDs with respective Problem Records after successful Change deployment has occurred

Created the Major Problem Review process used to investigate wide spread Incidents, Chaired Major Problem Review meeting

Conduct weekly director level review meetings covering major incidents and corresponding Problem Record analysis

Tool dependent User Guide construction/maintenance for ISCC and Service Now

YAHOO! Santa Clara, CA

(2011 - 6/2011) ITIL Change Manager, Change Analyst (Contract)

Responsible for all Change Management activities within the corporate division of Y!

Revision recommendations for the production Change process to increase efficiency and effectiveness

Responsible for documenting the Change Management process as well as KPI definition for metric reporting

Metric production of Changes, Incidents, and Problems and their correlations

Daily reporting of Corporate activities with Senior management

U.S. DEPARTMENT OF DEFENSE Seaside, CA

(2009 – 2010) ITIL Problem Manager, ITIL Asset Manager

Managed the Problem Management investigative processes in accordance with the overall ITIL governance model

Construction, deployment, and oversight of the ITIL compliant Asset Management process enterprise-wide

Review / revision of Service Desk handling of Incident Records such that new Incidents may be resolved immediately

CMDB relationship mapping

Configuration Management integration with other Service Support disciplines, such as Change and Incident Management.

Created and oversaw the Asset Management (ITAM) process enterprise-wide for all fixed-asset procurement valued at 70USD or more

Performed procurement for assets approved for ordering by senior management

IBM GLOBAL SERVICES San José, CA

(2006 – 2008) Advisory Architect

Consulted on engagements focusing on process re-engineering/improvements, including requirements gathering and process modeling

Conducted workshops with key stakeholders to determine the desired maturity level the client will be driving towards (using CMMI)

Built training documentation used to educate Information Technology personnel to improve process standards

Conducted assessments of organizations pivoted across Best Practice disciplines from the ITIL process framework

CCS, Inc. Castro Valley, CA

(2001 – 2005) ITSM Content Developer

Expanded on the ITIL paradigm by developing bridgework spanning many areas of the process framework that lacked clear definition to facilitate practical implementation, specifically:

-Known State to Known State for Change Management

-Balanced Scorecard creation for Problem Management

Responsible for the architecture and design of software development efforts in the production of a fully compliant ITIL EMS application based off previously developed workflow blueprints and SOP documentation

CORIO, Inc. San Carlos, CA

(2000 – 2001) Change Manager, Infrastructure Process Management.

Creation and oversight of the Change Management process in accordance with the ITIL Process Framework

Commissioned externally developed software tool to engage the Change Management process

Created the Problem Management Process Standard and escalation procedures for all of Corio in conjunction with Change Management

Re-engineered the ITIL Problem Management standard by building a scorecard analysis used to make intelligent decisions regarding the decision to research and develop resolutions of known errors

BMC SOFTWARE CORPORATION San Jose, CA

(1997 – 2000) Senior-Staff Project Manager, QA

Lead of Quality Assurance Professionals

Preformed scheduling, delegation, tracking, reporting of all related QA project tasks

IBM -- SANTA TERESA, CA & POUGHKEEPSIE, NY LABS Poughkeepsie, NY

(1992 - 1997) Associate, Strategic Application Evaluation Test.

Technical Lead on AIX, HP-UX, and Solaris system administration, taught department classes in AIX and TCP/IP

Complete testing of EMS tool Tivoli’s interface to RACF on the MVS operating system

Published “Introduction to TCP/IP and AIX”, and “Analysis of Automated Software Testing Products”

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