Lead activities related to all phases of project management and SDLC such as data and process modeling, design, change control and problem resolution, validation and stress testing and implementation of IT solutions for end users.

Performed extensive fact finding to gather work processes, through consultations with IT and Subject Matter Experts (SMEs), customers, or contractors and through simulation studies, benchmark testing, trend/cost/benefit analysis, and development of new information sources.

Experience analyzing requirements for upgrades in software and hardware relating to collaboration systems in order to provide solutions to improve business processes and functions.

Managed installations and governance of IT projects and services to include upgrades, and operational troubleshooting in response to new collaboration system updates, releases and system replacements.

Managed multiple datacenters and associated migration initiatives, to improved business agility and end-user experience with minimal risk, complexity and resource consumption.

Implemented total global alliance system initiatives for more than 25,000 financial Traders Globally. This project included oversight of vendor alliances, management of special project teams and monitoring all aspects related to system delivery.

Managed staff responsible for monitoring global changes in 2,000 mainframe applications as well as weekly network changes, while simultaneously reducing the error rate to less than 1%.

Decreased technical staff expenses during fiscal year of approximately 50%, by implementing remote support across the board.

Managed a staff of 150 employees and 7 Direct reports that supported 4 large, type-1 data centers, 85k square feet, in the US and UK.

Telephone: 917-***-****

Email: admdbo@r.postjobfree.com

Stamford, CT. 06902

PROFESSIONAL PROFILE

CONTACT ME

Bachelor of Science Education

Chardon State College, Chardon, Nebraska

ITIL Certified

Management

Program Management – Process Improvement

Documentation

Relationship Management

Process Improvement

Vendor Management / Relations

Communications

Incident Management

Problem Management

Change Management

Resource Management

Budget Management

Risk Management

ITIL IT Environment Management Practices

Mainframe

Network Operations

Data Center Management

Problem Analyses, Troubleshooting & Resolution

Disaster Recovery

Access

SQL Server

Enterprise IPC

NetScout

F5

JAVA

DB2

Oracle

MVS/ESA

Netcool

Service Now

VOIP

SQL

Salesforce

Net View

Nice Loggers

Juniper

EDUCATION

CERTIFICATION

SKILLS

AREAS OF EXPERTISE

Experienced Information Technology Executive

Michael J. Hayden

PROFESSIONAL EXPERIENCE

DealerTrack INC., Lake Success, NY

Senior Technology Service Manager 2006 – 2011

Responsible for implements ITIL best practices.

Implemented policies and procedures directing 1st and 2nd level support functions under ITIL best practices.

Provided guidance in the creation of RFP for a Data Center.

Established, developed, and chaired a Change Advisory Board for all internal Infrastructure and Network Changes.

Developed policy and procedures for NOC, Desktop Support, and Disaster Recovery Plans.

Hewlett Packard, NY, NY

Global Head Network Operations, Incident & Problem Manager 2011 – 2015

Responsible for support of all Bank of America/Merrill Lynch Global Data Centers and trading facilities.

Implemented a Global Network Operations Center (NOC) to support facilities and users.

Responsible for all site support and network engineers.

Created Change Management documentation and associated SLAs supports clients global network.

Member of the HP Client Senior Leadership Team.

Senior Member of Trader Voice transition of services.

Supported between 80,000 – 100,000 Bank of America and Merrill Lynch Traders.

eMazzanti Technologies, NY, NY

Senior Infrastructure Consultant 2016 – 2017

Built ITIL methodology to improve MSP business process and customer satisfaction.

Managers all facets of problem identification, escalation, resolution, and prevention.

Led the business continuity strategy for high profile clients to reduce business interruption.

Collaborated with IT Shared services in the build and production readiness of IT solutions to ensure implementation of best ITIL practices for infrastructure governance, engineering, production support, and service management.

NYU Information Technology, NY, NY

Senior Consultant 2017 – 2018

Performed IT Infrastructure assessments/design of NYU Data Centers.

Directed Improvements of policy and procedures for IT Incident, Problem and Change Management.

Recommended process and procedures for Infrastructure monitoring, User experience monitoring, Tier 1 & 2 solutions and daily reporting.

Proposed future enhancements to the technical architecture team, which included specifications of NYU compliance.

Transamerica, NY, NY

Senior Change/Release Manager 2018 – 2019

Managed vendor relationships with third party vendors and clients such as AGT, AEGON and internal stakeholders. Formalized and oversaw a release plan that covers integration testing, user acceptance testing, documentation and associated operational procedures, such as system management instrumentation, support procedures, ran book procedures, service catalog, configuration management database (CMDB) and rollback planning.

Acted as liaison between other process managers (release, problem, incident and change) to ensure process alignment with AGT and 3rd party vendors, provided corporate-wide guidance in the monitoring of critical AGT and third party relationships to ensure awareness and understanding of the process, and to analyze and mitigate risks.

Worked closely with change managers, the program management office, project managers and the change advisory board to plan releases and manage the release schedule, taking into consideration associated business and technical risks.

Forward planned the release windows and cycles across a portfolio.

Tata Consultant Services in Support for NatWest Markets, Stamford, CT

Senior Change & Incident Manager 2019 – Present

Change process ownership.

Audit/regulate responses.

Service Management Reporting (process compliance, quality of service).

SME for Service Management, change related activities.

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Merrill Lynch, NY, NY

VP/Director of Applications & Enterprise Change Management 1995 – 2003

Held various management positions throughout Merrill Lynch career. Supervised a staff of 30, performed analysis, tested, and implemented a main frame of application changes.

Management of space and library databases, maintaining global/domestics system integrity, as well as selecting/managing vendor activities, productivity, and cultivating vendor relationships.

Promoted Production Release System (PRS), a Remedy-based repository, to track changes submitted by clients, which provided instrumental in improving service levels. Merrill Lynch continues to use this system globally.

Streamlined management processes by implementing appropriate metrics and maintaining integrity of production environments.

Created task teams that resolved chronic application/system change problems in a timely and expedient manner.

Developed and implemented policies/procedures for preforming risk management and impact analysis toward governing all emergency change requests, including enforcing and maintaining all production policies, standards and procedures for batch, and online mainframe applications.

Light House Solutions, NY, NY

Senior Consultant 2003 – 2005

Provided technology placement and staffing support in Project management, system/network engineering, application development, and database architects/administers.

Contracted placement services with S&P/McGraw Hill; Atlas-Air; Purdue Pharmaceutical; IBM; and Barnes & Nobles.

Omnicom Media Group, NY, NY

Director North America Network Infrastructure Operations 2015 – 2016

Led the direction of technology operations, led 3rd party vendor management, and implemented SLAs to reduce risks and cost.

Effectively management diverse systems and technical staff.

Promoted strategic and tactical business objectives on a regional scale.

Provided tactical alignment of strategic technology plans and implementations.

Provided guidance in building world-class support teams for clients.

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