Manager Service
Resume:
Michael W. Saltzmann, Sr.
**** ******** *****, ****, **** 44224
***********@*****.***
Cap Gemini - Present
ITSM Service Delivery Manager at GE Current, a Daintree Company
Enterprise ITIL/ITSM ecosystem based upon Symphony/SummitAI Platform.New ITIL/ITSM/ITOM systems implementation.
Change Management, Asset Management, Configuration Management, Incident Management and Response, Problem Management, Service Offerings/Catalogs, Automation and Orchestration, Project Management, Self-Help and Help Desk Service Centers, Asset/Application Discovery, Software Asset Manager
Develop strategy, roadmaps, training, host weekly office hours, facilitate Change Advisory Board, collect, analyze, and report metrics, SLA's, set priority, serve as escalation manager.
General Electric Company 2005 to February 2019
GE Transportation ITIL / ITSM Governance Manager / Principal Risk Advisor – May 2015 to February 2019
ITIL/ITSM ServiceNow - Enterprise ITIL/ITSM ecosystem which I, over the years have developed, implemented, upgraded, simplified, coordinated, administered, and utilized for the following areas:
Change Management, Asset Management, Configuration Management, Incident Management and Response, Problem Management, Service Offerings/Catalogs, Automation and Orchestration, Project Management, Self-Help and Help Desk Service Centers, Asset/Application Discovery, and more.
Develop strategy, roadmaps, training, host weekly office hours, facilitate Change Advisory Board, collect, analyze, and report metrics, SLA's, set prioritys, serve as escalation manager.
Enterprise Architecture - Engineered/Approved all Technology Projects both from a technical and security perspective. Solutions were inhouse legacy, cloud based, and vendor/customer hosted.
IT Risk and Security, ISO 27002 and SoX compliance. Led team of12 employees and 20 contractors in establishing, operating, upgrading, and auditing GRC efforts in the ISO, NIST, and other frameworks required. Managed EVM, DLP, and IAM while authoring WISP for NIST, Escalation point for any security incident.
Enterprise Security - Engineered, Implemented, and Supervised company security and compliance teams. Managed & Actioned Security Incidents, Critical Business Incidents, Personal information and Intellectual Property data protection, core AWS Cloud Enterprise protection and architecture. Served as the Primary Expert for all I.T. related issues within GE Transportation. Authored and implemented all ISO/NIST related controls, policies, and SOP and handle all internal and external audits.
Application Security Leader - Responsible for the approval of architecture, vendors, contracts, resources, standards, code toolsets, SAST/DAST scans, In depth Penetration testing, Third Party Security, and Multi-Year Strategic Architecture roadmaps.
Also performed the duties of “Acting CISO,” “Acting CTO,” and IT Controller during position.
GE Enterprise Architect – February 2012 - May 2015
Enterprise Architect for ETCOE and Disruptive Technologies. Design and Deliver solutions wing to wing for business needs. Escalation for any issues of team Managed 12 direct reports and over 50 contract resources. Develop and design processes improving service. Delivering Customer needs into solutions with I.T. / D.T. offerings. Worked with business leaders, CIO’s, and customers in meeting project deliverables.
Responsible for Technology roadmaps, reference architectures, and I.T. standards and Mentoring/Developing staff thru a program I implemented "Lunch and Learn."
GE Design/Build Program Coordinator – Infrastructure – April 2011 - February 2015
Coordinator for all aspects of design and buildout of infrastructure and services in support of all I.T. projects. Assembling and executing project teams to implement over 300 yearly customer projects across all I.T. / D.T. infrastructure areas. Also responsible for all NTI (New Technology Introductions) and NPI (New Process Introductions) within company. Active project deck of 300 + Initiatives and ~500m in contracts/procurements yearly.
Develop strategy, roadmaps, training, host weekly office hours, facilitate Change Advisory Board, collect, analyze, and report metrics, SLA's, set prioritys, serve as escalation manager.
GE Server/Storage/Backup Operations Leader – April 2005 – April 2011
Operational support, on call contact, and escalation point for any issues surrounding Server/Storage/Backup/Monitoring operations. HP ServiceDesk coordinator for team.
Authored SOW's, solicited RFP's, and awarded multi-year service contracts to multiple vendors and then managed services, monitored SLA's, TTR, RTO, and daily operations for Infrastructure support services.
Lead annual cost out “Bullet Train” initiatives saving $5m year over year.
Responsible for Command Center, Crisis Response, Outage and Restore to Service, and all Cyber Security responses, Change, Incident, Service Requests, Problem, Knowledge Management in ITIL ITSM Frameworks.
Develop strategy, roadmaps, training, host weekly office hours, facilitate Change Advisory Board, collect, analyze, and report metrics, SLA's, set prioritys, serve as escalation manager.
LTI Technical Director – Site Leader Cincinnati – August 2004 – April 2005
Manage contracts (5 +), employees (150 +), and service delivery. Also supported GE Aviation Server Operations, both operationally and contractually across infrastructure. Recruited, developed, and managed entire staff.
Delphi Corporation (General Motors) 1998 - 2004
Delphi (GM) Engineering IT Leader – January 2000 – August 2004
Manage all aspects of diverse and distributed engineering environment.
Delphi (GM) Global Help Desk Manager – January 1998 – January 2000
Managed all I.T. Support teams and helpdesk
Previous Positions pre-1998
Delphi (GM) Bartech/Rapid Design/Astro Contract Services Manager
Managed all contract services provided to customers
Astro Media Services, Managing Partner
I.T., Web, Video, and Print material firm delivering a diverse level of services.
Astro Technical Services, Managing Partner
I.T. and Engineering firm delivering electrical, mechanical, full process automation, and machinery design and build for a variety of customers.
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