Manager Service

Bryan V. Henderson

***** ******** **** ● Upper Marlboro, Maryland 20772 ● 240-***-**** ● ******.*********@*****.***

SUMMARY:

Accomplished ITIL Expert certified professional with 20+ years of experience in IT Service/Program/Operations Management and Customer Support in both the federal and commercial sectors. Results oriented leader with extensive enterprise level experience. Very familiar with coordinating complex cross-functional operations and service delivery related projects as well as managing the resources to support the task. Solid management skills, capable of leading and motivating staff. Excellent communication skills and ability to convey technical issues and resolutions to all levels of management, as well as to customers of various technical backgrounds. Provides aggressive, independent, results oriented leadership capable of producing results in any environment through teamwork and creative problem solving.

SPECIALTIES:

●IT Technical Support (Hardware/Software/Networking)

●Mobile and virtual technologies

●ITIL v2011

●PKI – RSA and Entrust

●IT Service Management

●Good for Enterprise

●Project Management

●BMC Remedy/ ServiceNow

●Blackberry Enterprise Server

●Active Directory

●ITIL Processes: Asset, Configuration, Change, Incident, Problem, Release, and Knowledge Management

CERTIFICATION & TRAINING:

●University of Maryland University College: Project Management for IT Professionals Certification (8/2012)

●Global Knowledge: Project Management Professional (PMP) training

●Help Desk Institute: HDI Support Center Manager Certification (1/2020)

●ITIL Expert 2011 ~ Arlington, VA: ITIL Expert 2011 Certification (05/2016)

CLEARANCE:

EXPERIENCE:

Perspecta (Department of State, DC):

Process Management Lead

3/2020-Present

●Responsible for ensuring and improving program performance, by optimizing and managing the business process.

●Evaluate and make improvements to business processes.

●Ensure the efficiency of business operations and create and implement changes or improvements as needed.

●Generate documentation of existing processes and improvements, forecast expected results of process changes analyze implemented changes and make further adjustments to workflow, schedules or other processes as required.

●Present your finding and make recommendations on improvements to incorporate change in the analyzed business processes.

●Responsible for evaluating existing business processes, create documentation outlining process improvements, manage the improvement process including implementation, conduct ongoing analyses, and update program procedures and policies.

●Contribute directly to the strategy, development and quality of IT Service Management and the company's service delivery capability. Instill service orientation and ITSM awareness.

●Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.

●Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes, including Change and Problem Management, to improve alignment and business outcomes.

●Top Secret (TS)

ValidaTek (Department of State, DC):

IT Service Management Lead

10/2017-3/2020

●Contribute directly to the strategy, development and quality of IT Service Management and the company's service delivery capability. Instill service orientation and ITSM awareness.

●Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs.

●Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.

●Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.

●Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.

●Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.

●Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.

●Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.

Digital Management, Inc. (Department of State, DC):

Deputy Program Manager

5/2016-10/2017

●Deputy Program Manager (DPM) of Vanguard 2.1 services and lead for the program while the Program Manager (PM) primarily focuses on external constituents, the DPM focuses on day-to-day internal program affairs.

●Responsible for providing technical and management oversight for multiple cross-functional contract vehicles as well interrelated projects with 300+ personnel in support of the Department of State (26,000+ users).

●Extensive project management hands-on experience on numerous large contracts with a focus on implementing effective service operations and ensuring plans are coordinated/communicated between the PMO, Operational management, and functional area leads to meet SLAs.

●Maintains and manages the customer interface at senior levels of the customer organization as well as interface with contractor managers to foster business relationships, direct/manage continuous improvements across the program.

●Participate in the development of the SOW and technical proposals for new contract vehicles.

●Meets with customer and contractor personnel to formulate and review task plans and deliverables to ensure conformance with program task schedules and costs.

●Manages the PMO to provide quality assurance, communicates goals, objectives, policies, financial management and project administration in an effort to mature the program via strategic roadmap.

●Ensure deliverables are provided as scheduled and Report/monitor metrics to assess KPIs according to contractual agreement.

●Demonstrates experience in acquisition program management, budget and financial Management, delivery, training, life cycle management, management of personnel, operations, facilities and resources, risk management, quality control, contract management reporting, and management of Task Order Leads.

●Staffing responsibilities include hiring personnel, conducting performance reviews and mentoring.

●Demonstrates leadership skills to define team objectives, set expectations, and flawlessly execute contract and task orders while tracking process improvement activities to completion.

Digital Management, Inc. (Department of State, DC):

Enterprise Problem Manager

1/2015-5/2016

●Responsible for managing the Problem Management ITSM process in accordance to DMI Service Management Model based on ITIL best practices and developing/maintaining the related processes/procedures.

●Ownership of the Problem Management process and associated activities across the enterprise and responsible for the complete process adherence and handling of problems according to SLAs/OLAs in order to minimize the impact upon service quality.

●Responsible for the delivery of Root Cause Analysis and problem resolution within given target duration along with maintaining the Known Error Database and related KBAs for use by the Service Desk.

●Manage cross-functional Root Cause Analysis (RCA) teams to investigate and determine root causes and solutions to prevent recurrence of issue.

●Facilitate and chair Post Mortem Review meetings following Major Incidents, issue a written Post Mortem report to IT management, and ensure Post Mortem actions are completed in a timely manner.

●Develop and maintain key process measurements (ex. CSF, KPI) and produce trends analysis reports of recurring Problems/Incidents for proactive investigations.

●Chairs and lead efforts of the Continuous Process Improvement teams and provides input to and supports the ITSM Roadmap as well as recommendations for target maturity levels

DIGITALiBiz (Office of the Comptroller of the Currency, DC):

Enterprise Problem Manager

12/2013-12/2014

●Subject matter expert for Incident and Problem Management - Responsible for developing processes and procedures to reduce/eliminate system/network outages utilizing the principles of ITIL and SDLC.

●Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice and to drive continual process improvement.

●Own and manage the activities required to capture, populate, update, and audit Root Cause Analysis (RCA) ensuring the process aligns within the designated tool and problem management strategy.

●Lead cross-functional Root Cause Analysis (RCA) teams to investigate high priority IT-related major incidents, to determine root causes and solutions to prevent recurrence and report to IT leadership.

●Leverage relevant data from event correlation and analysis, performance monitoring, and availability management tools to proactively open problem cases based on IT infrastructure warnings and critical alerts.

●Responsible for integration support between ITIL process areas including Change, Release, Configuration, Incident, Problem and Service Level Management.

●Chair meetings with IT management and the business areas regarding the status of problems, known issues and their impact or potential impact, solutions and alternatives analysis.

●Maintain Problem Management dashboard in Tableau to generate weekly/monthly metrics reports senior management and maintain KEDB as well as KB articles.

ActioNet, Inc. (Department of Energy, DC):

Service Desk Manager

4/2012-12/2013

●Manage multi-tiered Service Desk of 60 person staff that provided technical support to the Department of Energy (8,000+ users) including VIP's such as the Secretary of Energy and his staff.

●Point of contact for technical and procedural escalations Nationwide and responsible for determining accuracy and relevance of information, developing workarounds, and working toward resolution.

●Responsible for work schedules, regular staff evaluations, corrective actions, staff development, training staff on ITIL framework, as well as the hiring and termination of employees.

●Develop Project plans developed to plan, organize, track, monitor, assess and control changes to IT services (ex. Microsoft Lync ECAL, iPad, GOOD for Enterprise, etc.)

●Enforce the integrity of IT service management process in alignment with ITIL.

EES, LLC, (Department of Energy, DC):

Service Desk Lead

4/2006-4/2012

●Dedicated Support technician for Secretary Steven Chu and Deputy Secretary Daniel Poneman.

●Locally and remotely manage 20 Tier-2 technicians that support computer related issues for the Department of Energy (8000+ customers), including VIP's such as the Secretary of Energy and his staff.

●Responsible for work schedules, regular staff evaluations, corrective actions, staff development, training staff on ITIL framework, as well as the hiring and termination of employees.

●Managed Services for Active Directory, Exchange, Blackberry Enterprise Server, Good Technologies, Entrust, RSA SecurID, and McAfee Safeboot.

●Promoted from Tier 2 Service Desk Technician to VIP Team Lead 7/2007 then to Site lead in 11/2007.

EDUCATION:

University of Maryland University College ~ College Park, MD US

Major: Information Systems Management

Bachelor of Science Degree 8/2012

AWARDS & HONORS:

Certificate of Appreciation 2010 (Department of Energy) :

Led team that was recognized as “Best in Class” by the Gartner customer surveys

PROFFESSIONAL ORGANIZATIONS:

HDI (Active Member) – IT Service and Technical Support Community

PMI (Active Member) – Project Management Institute

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