Configuration Management Service Manager

Dale R. Cranford

***********@*****.*** *** Little Eagle Road, Centreville MD 21617 443-***-****

Executive Summary

CM / PMP / CSA / ITSM / ITIL Service Manager: I am a PMP and ITSM professional with extensive experience in ITIL framework management. My expertise includes ITSM processes including Change, Release, Incident, Problem Management and Configuration Management. Working with International corporations, Federal Government Contracts and State Government. During this time, I have written Change, Incident and Problem Management Policies for all four different offices while successfully transitioning their IT cultures into compliance with ITSM and ITIL foundational principles. By tracking success and failures, we identify weakness and reward successes. In doing so we Increase productivity and improve SLA’s, while stimulatingly reducing errors, and costly outages.

Experience

KBR INC. 1/07/2021 to Present

IT Configuration Manager for the National Aeronautics and Space Administration (NASA) IT Configuration Management (CM) specialist, Wallops Flight Facility. As the IT CM I am working with NASA to create, maintain, and evaluate a configuration management program for the organization’s IT assets, to include a configuration change request and configuration control Review procedures/processes. As the CM Specialist I have documented the IT architecture to include NASA, tenants, and commercial assets within the organization. During this time, I created a Configuration Management Data Base (CMDB) using JIRA Asset Management tools and updated BigFix and WSAM data bases with changes made within the network as they occurred. I have created documents such as the Change, Incident, and Problem Management Policies using ITSM and ITIL framework for each. Along with various documents to asset in implementing these policies within the organization. In addition, as the IT CM, I executed a program that ensures adherence to CM requirements in the organization's project’s management, IT Architecture, and Software engineering programs. Then aided the organization in following the CM program to maintain integrity in the documentation, architecture, and change management. As CM I worked within the organization and its IT teams to communicate the CM program and verify compliance with standards and directives. I have also prepared and presented CM information to change control boards (CCB) and other committees within the organization.

State of Maryland Judiciary 06/19/2019- 1/05/2021

ITSM, ITIL, Configuration, Change, Project Manager

Responsibilities include create Strategies, establishing oversight and managing operations of a formal configuration and change management plan and business processes which includes, but not limited to formal policies, standards, and procedures. Developing and implementing production enterprise change, configuration and release management plans and procedures that align with ITIL foundational principles. Developing, implementing, and overseeing standardized procedures for the assessment, authorization and scheduling used to govern all requests for change to production JIS environments. Developing an application/system/data exchange catalogue and developing and implementing processes to establish standardized configurations and releases (i.e., packaging, deploying, and maintaining) for configurable assets to include, but not limited to, operating systems, databases, system software and application software across the entire JIS managed network. Governance, Impact Assessment and Risk Management: developing, establishing, and maintaining an effective, repeatable change management process that minimizes risk through comprehensive cross-functional impact assessment. Operational Management: Oversees and manages the change management processes and activities. Manages the change and configuration management data to ensure completeness, accuracy and auditability of information assets. Oversees and manages of the application/system/data exchange catalogue for assets to include, but not limited to, operating systems, databases, system software and application software across the entire JIS. Collaboration: Embracing and promoting effective collaboration with all disciplines within JIS. Effectively influencing and negotiating with other key stakeholders.

LCG Inc. November 2018 – June 14, 2019

ITSM / ITIL Service and Configuration Manager ITSM / ITIL Service and Configuration Manager for National Institute of Health, National Eye Institute, Contractor. I Developed ITIL Foundational policies and procedures for Incident, Problem, Change and Configuration Management for Federal government contract. Created and managed multiple projects to obtained procurement of a ServiceNow instance. Create a Configuration Management Data Base (CMDB), Develop discovery, ITOM and Event management. Integrated multiple existing tools into a ServiceNow I.E. SolarWinds, BigFix, Splunk, KASE, etc.. Built out ServiceNow modules, and policies and procedures for Project Mgt., Change Mgt., Incident Mgt., Problem Mgt., Asset and Configuration Management. Design Service Level Agreements and implementation of governance policies across infrastructure and enterprise IT Service Lines. In compliance with NIST, FOA Security requirements and Implement training and communication plans to create an IT culture around ITIL foundational principles. Incorporated Service Strategies, Service Design, Service Operations, and Continued Service Improvements for a 360 degree view of the infrastructure assets.

ALORICA CORPORATION Baltimore Maryland April 1999- November 2018

Senior Global Change Control Management

As Change Manager I have oversight of both IT Enterprise and Infrastructure change processes. This international corporation has a high change volume with over 1,500 requests processed each month. Additionally, I prepare and present weekly Senior IT Management reviews and monthly Senior Executive Reviews. These reviews are attended by Senior Managers across the globe and contain matrix information on Action Items, Critical Impact Incident review, Change Control Trending, Service Desk support and Problem Management tracking.

In addition to this change volume, I have direct involvement with Project Management and Operations on IT development and releases including client onboarding. This past year we also executed major infrastructural changes by conducting a Primary Data Center Migration from Pennsylvania to two COLOs in Texas and Virginia.

Process changes that I have developed and implemented include a reduction in urgent and emergency changes, while increasing standard and routine changes. We have increased Service Line training on the change control process and increased testing procedures and standardized back out processes so that changes do not impact production.

Previous Position held at Alorica Corporation: Problem Manager, Incident Manager, General Manager Shared Services, Local IT Help Desk and Facilities Manager, End User Support, Internal auditor, Production Floor Supervisor and Legal Asset Investigator

Skills

PMP, Project Management Professional, CSA ServiceNow Certified, System Administrator, JIRA Assets Administrator, ITSM Run Team Management, ITIL Change Control, Problem Management, and Incident Management, End User Support, Helpdesk Management, Track IT, and Service Now Admin, AVAYA Admin, AVAYA CMS Supervisor Admin, AUDIX Admin, Backup process Admin, Voice and Data configuration, Punch down, Network installation and WordPress website Admin. Expert: Microsoft, Project, Word, Excel, PowerPoint, Publisher and Adobe pro Admin. Time Management: Kronos Time keeping Admin

Risk Management CTC, FEMA - IS-100.b Introduction to Incident Command System, FEMA - IS-200.b ICS for Single Resources and Initial Action Incidents FEMA IS-700.a NIMS An Introduction,FEMA - IS-800.b National Response Framework, An Introduction

USCG Certifications (BCCOX) - Boat Crew Coxswain, (IT) – Instructor, (PWO) - Personal Watercraft Operator, (MDV) - Recreational Boating Safety Visitor, (VE) - Vessel Examiner (MANTR) - Core Training

Education

1982-1984 University of Missouri Ft Leavenworth KS

Computer technology, Business, Criminal Justice

1983 USA Army Non-Commissioned Officers Academy, Ft Riley KS

1994 CCBC Law Enforcement

ITIL Foundation Certification, A+ and Net+ Certified

PMP Certified Project Management Professional CSA ServiceNow Certified System Administrator

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