Manager Service

MICHAEL MEUSER CGEIT

**** ********* ****, ***********, ** 95667 530-***-****

*******@*****.*** https://www.linkedin.com/in/michael-meuser-cgeit-33279312/

ITSM Service Delivery Professional/Project Manager

Experienced Lead Engagement Manager with a proven track record in cultivating and maintaining long-term relationships with key stakeholders and clients. Demonstrated in-depth experience in meeting and exceeding specific SLA requirements. Ability to develop and deliver value added consulting and strategic technology infrastructure solutions for diverse business environments. Adept at remote working and leading cross-functional teams towards exceeding client and business expectations within timelines and budget. Seeking a remote management role where strong Business project and ITSM management and consulting skills can be applied to the growth of a top-tier organization or consulting firm.

Areas of Strength and Expertise

Lead Engagement Manager

ITIL/ ITSM Process SME

ITSM Project Management

IT Service Management

Governance/ Compliance

Change Management

COBIT

Business Process

Business Continuity

Service Now

Client Relationships

ISO/IEC 20000-1

IT Strategy

Fiscal Responsibility

CMDB Architect

Professional Experience

Artech/Deloitte, Ranch Cordova, CA 11/2018 – Present Contract Position

IT Incident Response and Escalation Process Analyst

Facilitate the development of a cohesive incident management process based on DCSS incident

management priorities, test and refine the process, train all impacted business stakeholders and

technical staff on the new process and develop a framework for continuous improvement using the Service Now platform.

Partnered effectively with Business Units/Groups to understand and document Business Applications to meet their business priority objectives and building a complete Business Application on ServiceNow platform CMDB.

Hewlett-Packard Enterprise, Palo Alto, CA 8/2010 to 10/2017

ITO Service Delivery Consultant - Remote

Focusing on business controls and technical leadership, maintain client satisfaction through ensuring the deliverability and value of ITSM and cloud computing practices. Manage a remote team based in India providing infrastructural Change management services for 2 major US airline clients and RADM management services for a major transportation company.

Key Accomplishments:

Delivered a monthly change management success rate increase of 17.5% through effective team leadership and remote working practices.

Forged long-term relationships with key decision makers and stakeholders to ensure the success of change management processes and the delivery of business ROI.

Computer Task Group, San Jose, CA 3/2009 to 6/2010 Contract Position

ITSM Service Delivery Consultant

Assigned as a subcontracted IT Consultant, provided management oversight through leading assessments and remediation employing the ITIL/ ITSM best practice framework for IBM.

Key Accomplishments:

Delivered effective practical guidance and consistent consulting support for everyday IT Practices and activities, managing and controlling statements of work as well as both Operational ad Service level agreements.

Supported and helped users in establishing and implementing reliable and cost-effective IT services that delivered business ROI.

IBM Corporation, Sacramento, CA 4/2005 to 01/2009 Lead Engagement Manager - Senior IT Management Consultant SME

Worked closely with clients and key stakeholders, delivered expertise and knowledge to support with the assessment, remediation and optimization of IT service management processes in compliance with ITSM best practice.

Key Accomplishments:

Partnered effectively with clients to understand and meet their business objectives and improve the structure and efficient of their IT Systems.

Clarified client’s system specifications, analysed and identified needs and produced actionable remediation action plans which included training and client mentoring to successfully improve skills and knowledge levels.

Additional Relevant Experience and Accomplishments

Hudson Consulting 02/2004- 03/2005

Consultant

Employed in-depth consulting experience in Sarbanes-Oxley compliance validation requirements using COBIT, COSO and ITIL expertise to support meeting business needs at the ‘big four’. Consulting provision also included SLA and IT Governance issues.

YOH IT 05/2003 – 01/2004

Consultant

Effectively implemented IT Service Support and Delivery elements of ITIL framework best practices within government agency structure by creation of appropriate supporting system documentation and aligned staff training.

Caspian Consulting Group

03/2000-11/2003

Corporate IT Service Manager

Adeptly established and implemented ITIL best practices along with TQM methodologies, standards, procedures and policies and auditing standards to achieve ISO 900:200 compliance and business objectives.

Education And Training

Classes in Material Science

UNIVERSITY OF CALIFORNIA Berkeley, CA

Professional Certifications

ITIL – Information Technology Infrastructure Library V3, 2011 #103421

CGEIT – Certified Governance of Enterprise IT, #0902819

ISO – International Organization for Standardization 9000 Assessor/ Lead Auditor #QASCC/033/97

CobiT – Control Objectives for Information and Related Technology 5.0 – IBM Certified

Lead Engagement Manager – IBM Certified

Professional Affiliations

ISACA itSMF PMI

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