Service Manager

Philip R. Beach

* ********** ***** *******, ** 23669 804-***-**** adlw6u@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS

Over 20 (twenty) years professional experience in Information Technology

Over 10 years of professional experience in the Configuration Management field

25 (twenty five) years of diverse leadership experience including direct reports, project teams and/or contractors

Implemented Configuration Management process and tools for The Office of Comptroller of Currency

Recognized for exceeding expectations in maintaining and executing project plans, continuity plans, risk analysis, technical solutions and schedules

Ability to successfully implement ITIL processes establishing policies and procedures for all elements of the Service Lifecycle

Ability to successfully implement an enterprise risk analysis software solution and manage the tool for the enterprise

Ability to execute business impact analysis and then coordinate with all stakeholders to develop an enterprise disaster recovery plan in conjunction with a business continuity plan

APPLICABLE CERTIFICATIONS

ITIL V3 Expert

ISO/IEC 2000:2005 Lead Auditor Training Certified

IT Service Management Foundation based on ISO/IEC 20000

Security+ Certified

CISSP

Security Clearance: Top Secret

RELATED EXPERIENCE

Self Employed January 2019 to Current

Consulting; Self Employed January 2019 January to Current

Implementing and Improving ITIL practices

Army National Guard (ARNG), January 2017 to January 2019

Business Operations Manager; GDIT January 2017 to January 2019

Oversee day to day operations of the ARNG infrastructure.

Manage the Service Desk to provide first level support.

Manage all Operational Teams to include WAN, AD, Security, and Tools

Provide daily operational support for all infrastructure Incidents.

Present strategic support in the event of an Outage utilizing all teams managed as well as vendors.

United States Secret Service (USSS), November 2015 to January 2017

ITIL Process Manager; GDIT November 2015 to January 2017

Implement ITIL Processes for the (USSS) focusing on Change and Configuration Management

Deploy ITIL processes in Microsoft Service System Center Manager (SCSM)

Develop test cases to demonstrate functionality of processes within SCSM

Provide daily operational support regarding all ITIL processes

Present strategic ITIL implementation process presentations to senior leadership

Department of the Treasury, Office of the Comptroller, December 2014 to November 2015

Configuration Management Subject Matter Expert; DIGITALiBiz December 2014 to November 2015

Implement Configuration Management process

Deploy Configuration Management in ServiceNow

Manage all day to day functions regarding Configuration Management for the enterprise

Developed the Configuration Item Model for the Office of the Comptroller

Chaired Configuration Control Board meetings

Vanguard 2.2.1 Department of State Contract, June 2012 to December 2014

Senior ITIL Process Engineer; SAIC June 2012 to December 2014

Oversees day to day functions of Incident, Problem, Change and Configuration Management for Department of State (DoS)

Responsible for leading a team of process engineers

Define Incident, Problem, Change and Configuration Management Processes for the DoS

Implement and manage defined processes

Define and author Operational Level Agreements (OLAs) with other contractors providing services with DoS to ensure end to end services meet performance standards

Work with DoS to develop new Service Level Agreements which align with business needs

Assist government and contractor stakeholder in development of the disaster recovery plan in conjunction with a business continuity plan to support business impact analysis

Collaborate with DoS Senior Management on process improvement opportunities

Present contract status reports to senior management

Navy Marine Core Intranet (NMCI) Contract, March 2001 to June 2012

Service Level Manager; Harris IT Services January 2009 to June 2012

Manage Harris Service Level Agreements (SLA) and mitigate SLA failures where possible

Forecast monthly Service Level Agreement revenue based on performance

Complete Risk Analysis against Service Level Agreements and present to Sr. Management weekly

Assist government and contractor stakeholder in development of the disaster recovery plan in conjunction with a business continuity plan to support business impact analysis

Implemented an enterprise risk analysis solution and developed the process and procedures to utilize the tool

Complete performance trends on Service Level Agreements to identify issues in the environment that hamper performance

Provide consultation on various contracts to establish Service Level Agreements and methods to measure performance

Author and implement all ITIL processes

Provide consultation on new contracts to establish ITIL processes and procedures

Technical Team Delivery Manager; EDS January 2007 to December 2009

Manage the Tivoli and Netcool Operational Team for the Enterprise

Accountable for all support related operational matters for both Tivoli and Netcool

Oversee thirteen direct reports and coordinate multiple technical groups to maintain Service Level Agreement probes.

Responsible for Service Level Agreement probes at over 500 Enterprise primary and remote locations

Effectively communicate with Service Level Agreement stakeholders, management, and internal and external customers

Gather, analyze and interpret data, document, troubleshoot and identify trends, determine solutions

Network Tower Lead; EDS March 2005 to December 2006

Ensure performance metrics are available for daily Service Level Agreements briefing call and manage Service Level Agreement website

Coordinate with Tower Leads to develop appropriate action plans for failing Service Level Agreements

Coordinated with all leads to develop the disaster recovery plan in conjunction with the business continuity plan in respect to all networking devices

Delivered a business impact analysis for all services supported by the network infrastructure

Assisted in writing the Network Service level Agreement language for the contract rewrite effort

Author and editor for network Service Level Agreement White Papers and Position Papers

Utilize knowledge of contracts in negotiations with the government relative to Network Service level Agreements

Selected as part of a deployment team to go to overseas base to facilitate training, for USMC, of SLA language and metrics and how to effectively interpret SLA scores to gauge network performance

Quality Assurance Team, SLA; EDS March 2001 to February 2005

Manage all Remedy tickets for Quality Assurance purposes making corrections when necessary

Develop QA procedures that were implemented for all Outage tickets

Standardized ticket handling procedures for all Remedy Parent/Child relationships

Develop processes based on Remedy ticket analysis to improve Mean Time to Restore incidents

Deliver QA analysis and mitigation strategies to improve performance to Senior Management

Author white papers for any systemic problems that are caused by issues out of EDS control

OTHER TRAINING

Leadership Program Training

Proposal Writing

How to be an Effective Manager

Leadership and Communication Workshop

References Available Upon Request

Contact this candidate