Manager Service

Darren M. Cooper

E-mail: ************@*****.***

**** ********** **. ********, ****** 97439 Phone 484-***-****

Summary

Accomplished Technology Manager with extensive experience in: ITIL Service Management, Change, Release and Configuration Management, Project Management, Technical Writing, QA Testing and IT Procurement. Additional experience as a Systems Analyst, ISO lead Auditor, Quality Assurance Manager, Editor and Teacher. Ancillary experience with audit (Federal, external, internal), Regulatory Compliance and Risk Management. Eleven years as a Senior Technology Manager for the second largest Trust in North America. ITIL Specialist for the largest Grocery store chain in the US. ITIL IT Change Manager for a major railroad. Led the ISO 9000 certification effort for the largest Credit Card plant in North America. Editor at the best selling magazine in the world. Adjunct Faculty in the California State University System. Highly analytical, metrics driven, strategic and tenacious while focused on creating value and building lasting partnerships.

An adept negotiator and mediator, with a reputation for effecting win-win scenarios and gaining consensus among parties with diverse motivations.

Areas of Expertise

Change Management

IT Procurement

Technical Writing

ITIL IT Services Certified

Supply Chain

ISO 9000 Certified (IRAC & RAB)

Six Sigma - DMAIC Processes

Configuration Management (CMDB)

Regulatory Compliance

Quality Assurance

Project Management

Operations Management

Technology Management

Lead Auditor of Quality Systems

Web Development

Strategic Planning Initiatives

Organizational Development

Performance Management

Service Management

Problem Management

Availability Management

Career Progression

Business Systems Analyst / IT Security Operations Compliance March 2019- October 2019

at Daimler Trucks North America

I joined the IT Security Operations and compliance Team, Using RSA/Aveksa to perform identity and access management platform reviews, we managed Quarterly Reviews and established Employee Access Reviews using AD & Aveska to require Management confirmation of access after employees moved within the company. These were up and running within 3 months of my arrival.

IT Risk and Compliance Analyst – At Umpqua Bank February 2017 – June 2018

I worked within the IT department provide guidance on appropriate IT operational controls by establishing policies, standards and processes.

I managed the IT Change and Problem management process, while simultaneously running the Weekly CAB.

I Acted as liaison with internal audit teams and external regulators. In addition I Assisted as needed in Disaster Recovery governance for the IT organization.

Performed IT Risk Assessments and provided IT leadership with a realistic overview of risks and threats from an IT controls perspective. When it was determined that we needed a new Service Management tool I was part of the team doing the evaluations of the top tools. After selecting Service Now (SNOW), I assisted with the Implementation of the tool enterprise wide, focusing primarily on Change Management and Problem Management and providing appropriate UAT testing before going live. I also assisted with Developing Service Catalogs and additional related work.

Phoenix Technology Partners, LLC at INCYTE Pharmaceuticals

IT Change Analyst at INCYTE Pharmaceuticals December 2015 to June 2016

I Lead the IT Change Advisory Board (CAB) in vetting and communicating changes, as well as taking the necessary action steps to ensure changes did not disrupt end user services outside of the documented change window. Utilized IT best practices (i.e. ITIL) to establish processes ensuring change activities are performed in a consistent, effective and well controlled manner. Maintained and updated all process documentation to assure proper training of the team (internal and external). Build and maintain relationships between key stakeholders such as Quality, Compliance, Internal Audit, Management and customers to ensure a smooth process when change is employed. Engage in continuous improvement for ITSM practices by monitoring and reporting on process performance activity. Prepared trends, key performance indicators (KPIs), service reviews and action plans. Effectively review the team’s process to make sure they are optimized and running according to industry standards. Act as secondary resource to support other ITSM processes such as, Incident and Problem Management. Assist all ITSM disciplines by participating in Relentless Root Cause (RRCA), correlating changes to incidents, leading RRCA events and following up to ensure corrective actions are executed. Ensure change policies and schedules are followed. Work with ITSM tool administrator to ensure CHS leverages the tool to its fullest capabilities for the change process.

I-Tek at Informatica

IT ANALYST, SERVICE MANAGEMENT October 2015 – November 2015

Responsible for supporting the company’s global IT Service Management operations. I was accountable for maintaining robust, effective, and efficient process, solutions, and analytics. I Ran the weekly CRB (Change Review Board), and refined Change Management processes in conjunction with the Establishment of the CMDB. Using Remedy Force (and ADDM). Reporting to the Director, IT Service Operations, based in the headquarters office in Redwood City, CA. Accomplishments: Revised the Companies Global ITS Change Management Process. Documentation, and communicated the new processes to STAFF, also conducted

Training for staff, and created my own training documentation for that purpose. Skills Use: Technical writing, ITIL ITSM Change Management proficiency. The ability to get Stakeholders to agree on the revised policy from various IT team to the CIO of the company.

Systemart August 2015 – September 2015

IT Service Manager (Project Manager), at Clorox

Leading and participating in IT Service management initiatives leveraging ITIL best practices.

Participating in process management meetings, monitoring and auditing IT processes and working with various teams to identify opportunities for improvement. Refining governance and compliance with established Processes. Using Change request samples and PIR’s to drive improvements.

Using my experience in IT Service Management to help guide Process Owners,

Process Managers, Practitioners, Senior IT Management and Business Stakeholders.

cPrime March 2015 – June 2015

ITSM CONSULTANT/Change Management Sme at eBay

Worked with Project managers on the eBay Pay Pal split. Assist with any gaps to close between current-state/desired-state of documentation (process/policy/procedure/practice … owner and user) for Incident, Problem, Change, ADDM. This is in preparation for duplication for two companies.

INNOVATIVE DEVELOPMENT June 2014 – December 2014

Lead Change Manager -eCommerce Operations at Comcast

I had Responsibility to manage all business change activities and their relationship to technical changes and associated risks, which included implementing a new instance of SNOW and to develop, implement and oversee a best-in-class Change Management Program, to ensure ongoing governance through leadership of the Change Advisory Board (CAB). Partner with Business and Technology to ensure the implementation and maturation of an end-to-end change model that enables the achievement of business goals, while safeguarding operational stability. Ensure all Requests for Change are managed thru ServiceNow (SNOW) and are reviewed and approved by the CAB. Lead efforts to link Problem Management to Changes, and institute retrospective learning's that ensure the organization matures as a result. Support the development and execution of change management activities in partnership with technology teams - including stakeholder engagement, communication, training, and readiness and adoption measurement plans.

Liquidhub Consulting September 2013 – June 2014

Availability Manager/Analyst at Vanguard

Providing effective leadership and management during significant outage situations to ensure recovery is achieved as quickly as possible. During incidents, delivering clear and concise notification to all relevant stakeholders of the incident, the strategy used to correct the problem and the expected return to normal operations. Conducting the daily production meeting discussions and Post Incident Reviews related to all production incidents.

Pangaia Partners May 2013 - August 2013

ITSM Process Consultant/At Zoetis (Pfizer)

Lead the design and development of the Zoetis core Service Catalog and all related process workflows and supporting documentation. Responsibilities: Lead the effort to identify Zoetis Service Catalog and those items to be offered via Self-Service and/or Request Process (work will include design through full implementation). In partnership with BT Risk Management and Compliance Office as well as with the ServiceNow Vendor, lead the delivery of the Zoetis CMDB relationship model and data mapping. Work with BT teams (applications and infrastructure) to identify all integration points with related systems, i.e. Identity Management System, Risk

Liquidhub Consulting August 2011 - May 2013

Availability Manager/Analyst at Vanguard

Providing effective leadership and management during significant outage situations to ensure recovery is achieved as quickly as possible. During incidents, delivering clear and concise notification to all relevant stakeholders of the incident, the strategy used to correct the problem and the expected return to normal operations. Conducting the daily production meeting discussions and Post Incident Reviews related to all production incidents.

Crossan Professional Services January 2011 - July 2011

ITIL IT Change Manager at CSX

Lead the ITIL IT Change Management effort. Directed the weekly CAB meeting and monitored all IT Changes at CSX. Assisted with the effort to migrate the Service Desk and ChangeMan to the IBM MAXIMO application. Further incorporating the discovery tool to continue to mature the cCMDB. I was brought in initially to created a GAP analysis review of the CSX IT Change Management Processes with ITIL evaluation and maturity

assessment. After presenting the report, I was asked to stay on and implement my suggestions and observations. Many of these suggestions were incorporated into the Production environment within 90 days.

Pomeroy IT Solutions September 2010 - November 2010

ITIL Service Management Specialist at Delhaize America

Created the Service Design Packages for core systems. These packages included: complete documentation and VISIO diagrams of all Service Details, complete Service Configuration Models, Services Topology, Service Impact and Owners, Warranty Exclusions, Maintenance Windows Matrix and Responsibilities. After establishing appropriate monitoring, baselines were established and after Service Level Objectives (SLOs) were negotiated between the Service Owner and the appropriate IT Departments supporting the system(s).

Current Innovative Solutions, Brooklyn, NY May 2010 - May 2012

Senior Technical Writing/Editorial/Content Management Consultant - Project Management

Provide technical writing & editing, management and support of multiple on-going, interdependent projects, and marketing efforts that support the growth of Current Innovative Solutions. Serve as a key liaison and support resource for the functional areas of the team including: sales, business development, project execution, management, and business & technical process development.

Sovereign Bank / Banco Santander, Wyomissing, PA 1998 - 2009

Senior Technology Manager - OAG (Operations and Automations Group)

Change Control and Configuration Management: 2000 - 2009

Established Change Management processes that are considered IT best practices (ITIL/ITSM).

IT environment: 1200+ servers (not including VM servers), 700+ branches, 1200+ ATM's, SANs and other backups & storage and hundreds of back office applications that require support, upgrades and monthly patches. Previously these functions were outsourced, re-established in house in 2000.

Designed a Change Management process and application where Change Requests were submitted for review and approval. Including: project management, all acquisitions, patch management & upgrades.

Process changes are credited with lowering Change related problem tickets by >30% bank wide.

Generated metrics for Changes (monthly report), broken out by Network, Server, Firewall, Applications,

SAN/Storage and third party vendors with total numbers, success/failure and comparison to the

previous year's metrics (provided monthly).

Established a post mortem process for Changes that generated help desk tickets.

Accommodated federal auditors, external auditors and internal audits (OTS, E&Y, PWC), by providing required regulatory materials, documentation and records as requested.

Worked closely with IT Security, Risk Management, Disaster Recovery Teams and Engineering to meet

security criteria and Federal regulations (such as SOX).

Created and led the weekly Change Advisory Board (CAB) meeting, averaged 1000+ changes a month

Migrated from "homegrown" Change system to a more robust ITIL based system. Designed the module (BMC - Service Desk Express), performed QA, created training materials, documentation and gave the training classes for the new application. All CM processes and exceptions were clearly defined and included in the documentation.

Established appropriate communications between IT groups, third party vendors and business units so

sufficient advanced notice was given for all IT changes.

Ported data from "homegrown" Change application, other IT tools (ORION, SMS etc.), and PeopleSoft to BMC Helpdesk application to create a CMDB (Configuration Management Data Base).

IT Procurement & Asset Management (hardware and software) 2000 - 2006

Successfully implemented IT Procurement & Asset Management processes. Previously these functions were outsourced, re-established in house in 2000.

Designed IT Procurement & Asset Management process flows.

Directed OAG annual spend of 12 to 15 million a year for hardware & software.

Successfully re-negotiated contract with Microsoft; new agreement allowed a realized savings of >$300,000.00 the first year and an upgrade for all of our SMS agent licenses at no additional cost.

Established a competitive environment for vendors.

Created redeployment process for IT equipment resulting in a 20% reduction in inventory.

Standardized IT orders (approved server builds, PC builds, network gear), for Project Managers to gather cost estimates for project estimates and continuity of orders.

Initiated a certified "secure disposal" of old IT assets that generated more than $30,000.00 a year.

Quality Assurance Mgr./Configuration Mgr. on Y2K Project 1998 - 2000

Initial QA/Configuration priorities focused on preparing the bank for Y2K.

Assisted with developing testing methodology and evaluation criteria for the project.

Met quarterly with the OTS representatives to present status updates.

Trained to use the Mercury Interactive Testing Suite to develop scripts for testing.

Revised and tested the Disaster Recovery Plan within the structure of the overall Business Continuity plan.

DeLaRue Card Systems, Exton, PA 1996 - 1998

Quality Specialist - The largest supplier of VISA & MasterCard cards in North America

ISO 9000 Lead Auditor/Technical Writer 1996 – 1998

Primary liaison with the Registrar,

Documented SOP’s & Flow charted system processes (in VISIO).

Created manuals for newly purchased machinery.

TV Guide/TV Guide On Screen, Radnor, PA 1993 - 1996

TVGOS Editor/Technical Writer 1994 - 1996

Devised appropriate tests to insure software met TV Guide specifications.

Documented all editorial procedures and trained the TVGOS Editorial staff.

Humboldt State University, Arcata, CA 1992 - 1993

Adjunct Faculty - English Department - Taught freshmen level Reading & Composition.

Education, Training and Certifications

itSMF usa 2014

The itSMF USA, a chapter of itSMF International, is the independent professional organization and forum for IT Service Management professionals in the US. A not-for-profit organization, itSMF is a prominent player in the on-going development and promotion of IT Service Management (ITSM) best practices, standards and qualifications in the United States.

ITIL IT Service Management Certification v.3 2007

Completed and passed the Foundation Examination (EXIN International).

Six Sigma Training - 2002

Completed and passed the course - Process Improvement, DMAIC

Mercury Interactive (Testing Tools) ** Now known as HP Quality Suite ** 1998

Completed and passed the manufacturers two-week TestSuite 2000 training course.

ISO 9000 Lead Assessor of Quality Systems 1996

Completed and passed the IRCA and RAB Certified course for Auditor/Lead Auditor of Quality Systems.

Masters of Arts Degree, English Major, (MATW) Masters to teach writing 1990 to 1992

Completed all course work but did not complete my project so I did not take my degree

Humboldt State University, Arcata, CA G.P.A. 3.54

Bachelor of Arts Degree, English Major 1985 to 1989

Humboldt State University, Arcata, CA

References Available Upon Request

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