ITIL Master

ITIL Master, ISO**K Certified Consultant and thirty-year veteran practitioner of the ITIL framework with pragmatic ITSM solution implementation experience with Fortune 200 organizations in the UK and US - one of an estimated 200 people with this depth of skillset worldwide.

Seasoned IT professional (30 year career including 20 years as an ITSM Program/Project Management consultant in the US), with broad experience and possessing extensive technical, managerial, subject matter and project skills and many and varied positive personal qualities which are transferable into any industry.

Specialist in undertaking IT Service Management maturity assessments; Roadmap creation; process creation, implementation and institutionalization; complex metrics reporting; training; consulting; Governance; and auditing using industry standard best practices and frameworks (ITIL, CoBIT, CMMi, ISO20K), all within a Program framework.

Dynamic, results-oriented individual with quantified successes in complex operations management. Determined, proactive solution provider. Detail-oriented conceptual thinker and problem-solver with a talent for effectively handling complex challenges. Energetic leader whose results reflect high levels of motivation, enthusiasm and a strong customer focus while committed to the delivery of a quality service. Excellent team builder, organiser, administrator and time manager who is able to exhibit flexibility when required. A quick learner and possessor of excellent verbal and written communication and interpersonal and presentation skills. Equally able to work at a strategic and at a tactical level.

PROFESSIONAL STRENGTHS

IT Service Management ITIL Expert ISO20000 Consultant ITSM Implementation

Customer Relations Training and Development Process Improvement Service Request Fulfilment

Project Management Business Analysis Operations Management Audit and Compliance

Incident Management Problem Management Change Management Configuration Management

Service Level Management Service Catalog Management Financial Management Capacity Management

Availability Management ITSC Management/DR/BC Access Management Event Management

CAREER HISTORY and SELECTED ACHIEVEMENTS

Oct 2016 - Ongoing The Lower Colorado River Authority (LCRA), Austin, TX

ITSM Architect

Currently leading LCRA’s ITSM Program which consists of multiple Projects each of which has people, process and tool elements

Within the first year implemented an automated Configuration Management System and associated federated data sources integrated with the ServiceNow ITSM tool suite

Created the ITSM Roadmap; undertook ITSM awareness and ITIL Foundation training; gathered process and tool requirements; as Process Architect created Incident Management, Service Request Fulfillment, Service Catalog Management, Problem Management, Knowledge Management, Change Management, Event Management, Access Management, Service Asset and Configuration Management, License Compliance, Service Level Management, and Continual Service Improvement processes ensuring integration between each; undertook process/tool training; designed the ITSM governance model; developed monthly management reporting dashboards; undertaking operational Continual Service Improvement

Chair the weekly CAB; undertake Major Incident RCAs; manage software license entitlement

Apr 2009 - Ongoing ITSM Authority, Austin, TX

Owner and Senior ITSM Consultant

ITSM Authority undertakes the following on behalf of clients:

Typical foundational deliverables include: maturity assessment; ITSM Program (clients include the US Dept. of the Interior, Monsanto); gap analysis and recommendations based on ITSM best-practices (ITIL, CoBIT, CMMi, ISO20K); Project proposals; ITSM Plan; planned benefits; Governance framework creation; Communications Plan; Training Plan; KPIs and Metrics. This phase typically involves: documenting processes’ current state; understanding the current value and pain-points; conducting interviews with business organizational units, IT staff, and senior management to gain insight into current state of processes; analyzing business processes; facilitating stakeholder groups to consensus regarding new business process designs; documenting the proposed future state

Process creation. Typical deliverables include: Requirements gathering; modeling “to-be” processes; technical requirements; Process documentation; Process and tool implementation and institutionalization of pragmatic and effective ITIL processes to ensure operational stability; training and communications; go-live support

Post implementation typical deliverables include: Consulting; Governance; implementation and oversight of sustaining governance processes; teaching and mentoring of colleagues; Process auditing (including identifying and planning QA activities based on program and project requirements; status reporting, standardization, issue resolution and problem analysis; identifying process compliance issues and improvement feedback; tracking non-compliance to closure; providing coaching to ensure compliance; facilitating lessons learned and continual process improvements; complex metrics reporting/dashboards; Continual Service Improvement

continued overleaf…

Jun 2015 - Aug 2016 Cisco Systems, Austin, TX

Technical Project Manager (ServiceGrid implementations)

Managed ServiceGrid implementation projects for clients Johnson and Johnson, USAA, InComm, Disney, World Bank, Comcast

Cisco ServiceGrid is an integration platform in the cloud. It provides a scalable, highly secure, fast way to integrate with all parties in an ITSM ecosystem, and meet business requirements. It creates operational efficiencies that save time and money.

Cisco ServiceGrid makes it possible to:

oIntegrate multiple sources in an ITSM ecosystem, within the cloud

oAutomate processes using standard ITIL workflows

oEnable immediate, accurate, and highly secure information exchanges

oIncrease transparency to better manage service level agreements (SLAs) and vendors

Nov 2013 - May 2015 Texas Comptroller of Public Accounts (CPA), Austin, TX

Senior Technology Process Analyst

Managed the implementation of CPA’s ITSM Program (consisting of 20 Projects) which had three core elements - people, processes (14 ITIL v.3 processes), and tools (ServiceNow ITSM tool suite, CMS, DML, integration with federated data sources)

Created the ITSM Roadmap; undertook ITSM awareness and ITIL Foundation training; gathered process and tool requirements; as Process Architect created Incident Management, Service Request Fulfillment/Service Catalog, Problem Management, Knowledge Management, Change Management, Event Management, Access Management, Service Portfolio, Service Asset and Configuration Management, License Compliance, Service Level Management, Financial Management, Business Relationship Management, and Continual Service Improvement processes and ensured integration between each; undertook process/tool training; designed the ITSM governance model; developed monthly management reporting dashboards; undertook Continual Service Improvement

Mar 2012 - Nov 2013 Capgemini (State of Texas DCS account), Austin, TX

Cross Tower Operations Manager

Successfully completed the staffing of the 30-person Cross Tower Operations team that oversees Major Incident, Problem, Change, Release, Software License Compliance, and Configuration/Asset Management processes

Oversaw the successful design, support and implementation of the ITSM processes and Tools used operationally on the account

Retained overall accountability for the oversight and management of the operational performance of processes and team members measured by Contractual SLAs; effected changes to improve/optimize the overall performance of the team and undertook continuous improvements while ensuring costs were kept within the team budget ($2M)

Organized and control the activities of the team, assigning staff to Projects and directing their activities; overseeing response teams during Major Outages and subsequent Problem Resolution; and overseeing team development and business relations with internal support teams

Jan 2010 - Feb 2012 Affiliated Computer Services (ACS-Inc, a Xerox Company), Austin, TX

Systems Consulting Senior Manager (IT Service Management)

Owned the organizational IT Service Management roadmap and initiatives (people-, process-, and tool-related)

As Process Architect, created Incident Management, Problem Management, Service Request, Change Management, Event Management, Access Management, Information Security, Configuration Management, Service Level Management, Service Catalog Management, Capacity Management, IT Service Continuity, Defect Management, and Audit processes

Coached and mentored 189 staff to ITIL v.3 Foundation certification

Designed the governance model for IT Service Management and developed monthly management dashboards

Implemented initiatives to ensure the successful passing of PCI, SSAE16, and Wells Fargo Audits

Jul 2009 - Dec 2009 Owlpoint, Hillsborough, NJ

Senior ITSM Consultant

Worked with clients to implement and institutionalize ITSM Programs

Jan 2007 - Mar 2009 Plexent, Austin, TX

Senior ITSM Consultant

Worked with clients (Unisys/TSA, Dell, Hughes Network Solutions, Laurence Livermore National Labs, Austin Energy, Aviva/Norwich Union) to successfully implement and institutionalize ITSM Programs which typically consisted of process maturity assessments (comparing the current state to industry best-practices and assigning a CMM-based score); ITSM Roadmap creation; ITSM awareness and ITIL Foundation training; new process creation (based on ITIL, CoBIT, CMMi, ISO20K best-practices and regulatory requirements); tool requirements gathering, selection, configuration and customization; process/tool training; process/tool implementation and institutionalization; setting up an ITSM Governance body; metrics/reporting; and continual process improvement

continued overleaf…

Apr 2005 - Dec 2006 USAA, San Antonio, TX

Business Project Manager/Business Architect/ITIL Training Coordinator/ITIL SME

Managed, as a member of a four-person team, the successful implementation of USAA’s ITSM Program (consisting of over 30 Projects) which had three core elements - people, processes (10 ITIL v.2 processes), and tools (integrated ITSM tool suite, CMDB, DML) - the benefits to USAA of which are estimated at over $30M

Acted as ITIL SME and process SME guiding the creation of to-be processes and had sole responsibility for ensuring integration between processes and that audit requirements were met

As ITIL training coordinator evaluated and selected a vendor, undertook contract negotiations, training evaluation, course creation. Managed over 400 staff to ITIL Foundation and 16 staff to ITIL Practitioner certification

May 2004 - Apr 2005 Capital Group of Companies, San Antonio, TX

Senior Business Systems Analyst (ITIL, Service Management, Change Management, SLA Consultant)

Successfully implemented Enterprise-wide IT Service Management industry best-practices as a member of a four-person internal consultancy team with responsibilities for Change Management and Service Level Management

May 2004 - May 2004 International Bank of Commerce, San Antonio, TX

ITIL Consultant

Produced extensive IT Help Desk report documenting current state, proposed future state, gap analysis and recommendations

Oct 2003 - Jan 2004 Northwestern Mutual, Milwaukee, WI

ITIL Consultant

Undertook the role of ITIL Consultant within the Service Desk and Problem Management Projects

May 2003 - Jul 2003 University Physicians Group, San Antonio, TX

ITIL Consultant

Successfully implemented a Service Improvement Program (SIP) and instigated a Service Culture based on ITIL best-practices

Successfully implemented Service Desk, Incident Management, Problem Management, Change Management, and Contingency Planning/Disaster Recovery processes

Aug 2002 - Apr 2003 Emigrated from the UK to the USA (ineligible to work prior to obtaining US Citizenship)

EDUCATION

ITIL Master 2023

ITIL4 Strategic Leader 2020

ITIL4 Leader: Digital and IT Strategy 2020

ITIL4 Strategist: Direct, Plan and Improve 2020

ITIL4 Managing Professional 2020

ITIL4 Managing Professional Transition 2020

ITIL4 Foundation 2019

ITIL3 Expert 2008

ITIL3 Foundation 2008

ISO20000 Foundation 2008

ISO20000 Professional (Manage and Improve) 2008

ISO20000 Professional (Control of IT Services) 2008

ISO20000 Professional (Alignment of IT and the Business) 2008

Introduction to CMMI v1.2 2008

Skillsoft HDI Customer Support Specialist 2007

Skillsoft PMP PMBOK Guide Third Edition 2007

Skillsoft Certified Associate in Project Management (CAPM) 2007

ITIL2 Support and Restore Practitioner certified trainer 2007

ITIL2 Practitioner (Establishing and Managing IT Services) 2005

ITIL2 Masters in IT Service Management (coursework and SS exam passed to ‘distinction’ level) 1998

ITIL2 Foundation in IT Service Management 1996

Degree equivalent Computer Studies, University of Huddersfield, England

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