IT SERVICE MANAGER

IT Service Manager

Qualifications Profile

Highly analytical, growth-focused, and results-oriented professional with extensive experience in information technology operations; project administration; infrastructure planning, and system architecture. Effective leader; complemented with proven expertise in accomplishing projects while maintaining quality and on-time delivery. Knowledgeable of System Development Life Cycle (SDLC), project management principles, Information Technology Infrastructure Library (ITIL), and industry standards. Equipped with articulate communication and interpersonal skills in cultivating relationships with professionals of all levels. Currently holds an active Department of Defense (DoD) Secret Security Clearance. Core competencies include:

Rapid Conflict Resolution ~ Regulatory Compliance ~ Client Service

Continuous Process Improvement ~ Staff Training and Development ~ Strategic Planning and Implementation

Professional Experience

Privately Confidential Arlington, VA

Senior Remedy Project Manager, United States Central Command (US Centcom) Jun 2012–Present

Execute BMC’s Remedy ITSM product solutions for the United States Central Command Headquarters (USCENTCOM HQ) including installation, initiation and proper training for the solution.

Serve as a Remedy subject matter expert for computer enterprise support (C4ES) performance-based contract, while acting as a team lead for Remedy developers and administrators.

Support ITSM process improvement efforts by developing and maintaining the processes, procedures, and workflow.

Communicate and transfer comprehensive knowledge of BMC IT processes and ITIL governance to the prime contractor.

Gather and document business and technical requirements from clients, while identifying technical issues and implement solution for the process.

Coordinate with stakeholders for the implementation of performance metrics and measurement tools.

Function as project manager and lead for the formulation, initiation, modification, and integration of all BMC remedy IT service management (ITSM) product suite of applications, in addition to its add-on modules, SmartIT, Digital Workplace (DWP), Smart Reporting, Service Level Management (SLM) and Service Request Management (SRM) modules.

Demonstrate expertise in analyzing business needs, organizational characteristics, and industry best-practices to support the identification of gaps and deficiencies in new and existing processes and services.

Administer compilation of the software accreditation package for the BMC product suite consisting of risk management framework (RMF), concept of operations (CONOPS), system security plan (SSP) and Plan of Actions and Milestones (POAMs) while overseeing the application security compliance for execution of security related patches.

Manage the configuration, testing, and customization the BMC Remedy ITSM application suite and define how the product functions from the end-user's perspective.

Produce system requirements and design documentation consisting of user acceptance and system test plans.

BMC Software Houston, TX

Principal Consultant Feb 2007–Jun 2012

Initiated the BMC solutions within the customer sites as well as the installation and execution of training for solution, while developing and enhancing best practices regarding the delivery of BMC business service management (BSM) solutions.

Took part in supervising small teams consisting of BMC, partners, and customer resources at client sites.

Utilized innovative technology in streamlining operational effectiveness of particular IT functions and applications.

Steered efforts in implementing, customizing, and configuring the BMC products and third-party applications which served as a part of BMC BSM solution.

Acquired business and technical information from clients on requirements that identified BMC technical solutions alignment.

Facilitated presentation and demonstration of BMC’s Remedy ITSM product suite and its processes to clients.

Rendered assistance in training other software consultants pertaining new software and technical issues.

Performed key assigned duties in formulating migration plans and strategies, reviewing technical requirement decisions, and creating customized solutions, as well as installing production and beta versions of all BMC software for clients.

Interpreted the capabilities of every BMC ITSM product to customers explaining implementation strategies of each major BMC product and future production direction.

Earlier Career

National Institutes of Health Bethesda, MD

Manager Application Development, Sitel

International Monetary Fund Washington, DC

Senior Remedy Developer, Sogeti USA

Computer Technology Associates Arlington, VA

Remedy Developer

RISC Management Clearwater, FL

Consulting Engineer

Education

Bachelor of Science in Computer Information Systems, In Progress (Expected Graduation: Sep 2020

Florida Institute of Technology Melbourne, FL Dean’s List

Professional Development

Certification:

Windows Server and Workstation Certification, Microsoft Certified Professional

Certified ITIL v2 Foundation

Certified ITIL v2 Practitioner Control and Release

Certified BMC Remedy 7.6.04 Administrator

8570 Information Assurance Technical Compliance, Security+

Training:

BMC Remedy (Administering the Action Request (AR) System, Remedy Mid-Tier, Service Level Management, IT Service Management Advanced Solutions and Core Components, Service Request Management (SRM) Administering and Configuration, SRM Advanced Topics, Incident and Problem Management, Change and Release Management, AR System Performance Tuning and Troubleshooting, AR System Advanced Topics, Atrium Configuration Management Database (CMDB) Administration, CMDB Best Practices, Remedy Smart IT, Remedy Digital Workplace (DWP formerly MyIT), and Remedy Foundational Data

Activities

Member, IT Service Management Forum (itSMF)

Technical Acumen

Operating System:

IBM AIX, Microsoft Windows Server, and UNIX

Programming Language:

SQL

Database Management:

SQL and Oracle

Reporting Application:

BOXI - Crystal Reports and BMC Smart Reporting

Web Server:

Apache Tomcat and Internet Information Services (IIS)

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