VIJAYA GERA

Dallas, TX +1-682-***-**** adg6z7@r.postjobfree.com https://www.linkedin.com/in/vijayagera/

IT CONFIGURATION MANAGER

Asset Management Technical Consultations Program & Project Management

A dedicated Technical Professional with 18+ years of industry experience, focusing primarily on developing and implementing complex technical solutions to drive IT Operations for high value-clients and corporations.

Highly skilled in ITIL best practices and IT Service Management (ITSM), with proven success driving enterprise-wide implementations to streamline internal business processes and increase productivity.

An experienced leader and mentor with impressive management and organisation skills, and a keen ability to promote cross-team collaborations to enhance operational efficiency.

Accomplished communicator skilled in building and strengthening business relationships across functions to drive cohesive and strategic operations.

CORE QUALIFICATIONS

Disaster Recovery Solutions Engineering Project Management Risk Mitigation Enterprise System Implementation Software Development Life Cycle IT Availability Management Root-Cause Analysis / Risk Assessment

Cross-Functional Team Management Change & Configuration Management Incident Response Planning

Database Development / Management Strategic Planning & Analysis Data Mining / Data Analysis

ITSM / ITIL Development & Implementation

PROFESSIONAL EXPERIENCE

Options Clearing Corporation

Sr. ITSM Change and Configuration Management (Mar 2017 - present)

Develop and direct a Configuration and Change Management program for ITSM systems, including defining and developing frameworks to support enterprise and clearing business systems.

Own all processes associated with Configuration Management (CM) Planning, Identification, Status Accounting and Audits, as well as Change Control. Additionally, oversee Change Management processes including establishing Key Performance Indicators (KPIs), defining hardware and software configuration processes and procedures, and building workflows to drive development and implementation.

Support development of IT configuration baselines, and manage routine audits to ensure Configuration Items (CIs) align with baselines.

Leverage CM tools to manage and monitor configuration items

Gained full visibility of infrastructure and services yielding more control of environment and processes, and utilizing Service Mapping with CMDB to increase service awareness and aid in finalizing critical business decisions.

Achieved complete visibility into on premises and cloud resources, and monitored changes occurring within on premise, cloud, and server-less infrastructures using Configuration Management Database (CMDB). Built a strong foundation with accurate data and relationship views for ITSM change management, Software Asset Management, Customer Service Management, Security Operations, and more.

Implemented processes to ensure CMDB achieved Regulation SCI Compliance.

Herbed Smith Freehills

ITSM Expert – ServiceNow (Feb 2014 – Feb 2017)

Functioned as Subject Matter Expert in ITIL-based service delivery, leading and supporting transformation projects associated with ITIL implementations.

Developed and managed strategies to drive effective service delivery outcomes, improve productivity and efficiency, and communication between IT and business stakeholders regarding ITSM vision, program, and benefits.

Effectively prioritised project tasks with several competing deadlines, and ensured on time completion of deliverables and improvements for active project engagements

Operated as Program Manager for all ITIL and improvement initiatives across IT Service Delivery and Solutions.

Drove analysis and maintenance of critical processes, ServiceNow data, and process documentation for Service Strategy, Design and Operations, as well as Continual Service Improvements.

Overhauled ITIL process framework and Software Development Life Cycle (SDLC) to increase overall performance while maintaining high quality standards.

Managed an enterprise-wise implementation of ITIL support services, handling all aspects of project management from requirements gathering to executing post-release support and adoption procedures.

BAE Systems Australia – (Defence Australia)

Change and Configuration Management Manager (Mar 2012 – Jan 2014)

Managed development of Asset and Configuration Management processes and controls, and governed the life-cycle management of all assets, ensuring quality, accuracy, and compliance with all associated policies and procedures.

Controlled and maintained the Configuration Management System and Database, confirming proper inventory records for all assets, and providing in-depth view into IT assets and subcomponents to support change activities and operational services.

Defined Configuration Items (CI), and implemented process to gather, display, update, and audit CIs to provide accurate information for incident resolution, change management, and risk assessment.

Drafted accounting reports and regularly reviewed service metrics (CSFs and KPIs) to render insights on relative health and success of each service, as well as identify underperforming areas.

Normalised and cleansed data by thoroughly examining data to ensure accuracy.

Organised and facilitated training activities to raise awareness of configuration management tools, and provide guidance on requirements, procedures, and methods to accurately enter data, and proper usage of available tools to ensure policy compliance.

Actively promoted benefits of Asset and Configuration Management policies and processes, to ensure companywide adoption and minimise risks.

Computer Science Corporation (CSC) Australia/India (2005 – 2012)

ITIL Configuration and Change Management (Jan 2011 - Mar 2012)

Managed the CMDB, a centralised location to monitor performance metrics for assets owned by CSC IT. Monitored software licenses and introduced process to ensure payments covered licenses currently “in-use”. Audited inventory regularly to ensure actuals aligned with CMDB reports.

Trained and mentor staff on configuration management policies and procedures, confirmed all changes through approval channels, and provided regular updates to ensure staff preparedness to support processes.

Designed and managed an updated repository of configurable items, associated attributes, and relationships of all subcomponents of the Configuration Management Database (CMDB).

Rendered data mining and analysis support to aid management in finalising critical business decisions.

Owned Change Management process including performing initial analysis of change requests, confirming feasibility, obtaining necessary approvals, and implementing production changes, ensuring compliance with Change Management policies and procedures.

Key participant in Change Advisory Board (CAB) meetings, serving as Subject Matter Expert in Change Management, providing insights on risk assessments, business continuity, resource requirements, change approval and overall change impact.

ITIL Availability and Capacity Planner (Mar 2008 - Dec 2010)

Thoroughly reviewed new and existing services and performance metrics to ensure system and resource availability to support operations, and accommodate current and future demands.

Developed availability requirements and capacity demands for IT services and implemented policies and procedures to minimise service outages, while maximising Return on Investment (ROI).

Devised capacity and availability plans to incorporate existing IT resources which minimised downtime and overall impact on production.

Monitored availability and performance, investigated reported incidents and system failures, performed root-cause analysis, and implemented improvements to ensure proper functionality of system and associated processes.

Designed and delivered IT capacity and performance reports for 2000+ servers spanning nine business units (BU), supporting virtual and production servers at BHPB. Additionally delivered capacity and performance reports for One Steel Wintel, Linux, and UNIX servers.

Gathered, analysed, and monitored CPU, disk queue length, Memory, Network, Server driver volumes, and Wait I/O performance to accurately forecast trends for adequate capacity planning.

Identified system bottlenecks, analysed and pinpointed issues, and implemented process and system improvements to reduce downtime.

Operations Analyst (Aug 2006 – Mar 2008)

Managed support for Motorola and Freescale Accounts, including monitoring service delivery and performance metrics to ensure compliance with predetermined Service Level Agreements (SLAs).

Facilitated collaboration between Administrators, Line of Service Managers, SDMs, and System Engineers to perform root-cause analysis on SLAs and devise improvement strategies to optimise performance.

Researched and analysed data to ensure accuracy, identify trends and discrepancies, and implement changes to prevent SLA failures.

Integral contributor on the project team tasked with improving existing processes to enhance overall performance.

Effectively managed SLA Report database, updating, tracking, and decommissioning services to maintain accurate documentation.

Associate Manager Service Delivery (Metric Performance) (Sep 2005 - Aug 2006)

Gathered and finalised support requirements and developed and translated service level agreements (SLAs) into organisational level agreements (OLAs) to ensure alignment with organisational standards for service delivery.

Monitored team performance, identified underperforming areas, and submitted recommendations to increase productivity and efficiency.

Led a five-member SLM and Reporting team in Hyderabad GIS account, and guided support business functions to ensure on time completion of assigned tasks according to SLAs.

Performed root cause analysis on SLAs to identify and capitalise on improvement opportunities. Generated and distributed detailed analyses, including SLA matrix score reports.

Successfully streamlined SLA development and management, which improved response times, time-to-resolution metrics, and overall customer satisfaction.

EDUCATION & CREDENTIALS

Masters of Management - Human Resources

Bachelor of Commerce Specialisation in Computers, Statistics and Finance

Certifications

ITIL Intermediate –Service Transition Certification ITIL Intermediate – Service Operations Certification

ITIL V3 Foundation Certification COBIT5 Foundation Certification Certificate IV- Project Management (TAFE)

Professional Development

Advanced Data Management Asset Configuration and Change Management of Engineering Data

Asset lifecycle management – ServiceNow BMC Remedy AR System

Configuration Management System (CMS & CMDB)

IT Service Management (ITSM) based on ITIL best practices Service Now Admin Training Six Sigma Trained

ITIL (Information Technology Infrastructure Library) & EQUIP-IT Awareness Training

Project Management trained (PMP) Windchill 10 – Product Life Cycle Management

Achievements and Awards

Awards for innovation -BAE Systems

Award for improving configuration management process, KPI/Metrics, Dashboard reporting and Audit Compliance

Best performance Global Winner.

BAE Systems Accolades for “You have been rewarded & Appreciated for your dedication towards delivering exceptional services to client”

CSC Certificate of Achievement for “Excellent work done in the Motorola account”

TECHNICAL PROFICIENCIES

Software Tools / Applications:

ServiceNow, Remedy, AMPS, Axibase, Aesir, Caper, Neteiss, Blazent, Open Plan, Discovery Professional., DRMS Objective, Windchill, JIRA

Programming:

C, C++, JAVA

Database Environments:

Oracle, Lotus Notes 5, Microsoft Outlook, SQL systems, CMDB

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