ITIL Problem & Incidents Leader with 28+ Years /analysis

Southeastern, FL David J. Rush 954-***-****

hƩps://www.linkedin.com/in/david-j-rush/

Summary:

IT Professional (Bi-Lingual) with 28 years plus of experience troubleshooƟng IT-related issues encompassing change management, relaƟonship management, and incident management for Fortune 100 companies.

Skilled at finding potenƟal problems and supplying recommendaƟons for immediate resoluƟon. Demonstrated ability to manage processes, methodologies, and line of businesses.

Being the POC (Point of Contact) available to iniƟate and control Incident Management Bridges from start to being the POC to agree to close the bridge and begin the Root Cause Analysis (RCA) compleƟon

Strong relaƟonship building skills with both internal and external clients. ParƟcipaƟng with all aspects of the change process; requirements, tesƟng, compliance adherence, implementaƟon planning, Change Advisory Board (CAB) / Change Control Board (CCB) meeƟngs to review and assessment, ensuring implementaƟon checkpoints, escalaƟon and backout planning.

Professional Skills:

Change Management

Risk Assessment and MiƟgaƟon

ITIL FoundaƟons CerƟfied

#978536

PMP Trained

ICS-100 Incident Command

CerƟfied

Major Incident Responder

Major Incident Leader

Problem Management

IdenƟficaƟon and ResoluƟon

Change Advisory Board

ResoluƟon Management

Infrastructure ProducƟon Impacts

Scrum Master Trained

Waterfall Framework

Service Desk, ServiceNow

Mainframe

JobTrac / CA7 / CA11

Vendor Management

Product Requirements

Technical WriƟng

TesƟng Requirements Writer

ITSM, SOX, TSO/JCL

Six Sigma Green Belt

Bilingual (Spanish Fluent)

Office of Foreign Asset Control

(OFAC) Trained

SLA Management

SQL, SharePoint

Military Awards:

Army Achievement Medal

Task Force Award for Community Assistance (Hurricane Andrew, 1992)

Honourable Discharge: March 30, 1999

EducaƟon:

Barry University, Miami Shores, FL, USA

Bachelor of Science (BS) in Public AdministraƟon Minor in InformaƟon Technology (Pending GraduaƟon) Professional Experience:

Time off for Parent Care (06/2023 - 10/2025)

Izquierdo Law, PA, Coral Gables, FL

RelaƟons Manager - IT Infrastructure Advancement (04/2022 – 06/2023)

Updated and implemented soŌware to enhance efficiency and standardize informaƟon storage.

Improved management of documents, statements, deposiƟons, and correspondence related to clients.

Researched, partnered with, and tested soŌware from various vendors, comparing strengths, weaknesses, and value added.

ConƟnued researching systems that interfaced with the primary system, acted as a “bot” for real- Ɵme client informaƟon gathering and frequently asked quesƟons.

Served as a Client RelaƟons contact for addressing client issues and inquiries.

Acted as a paralegal aŌer compleƟng the University of Miami Paralegal Studies Program.

Prepared client contracts and collected payments for the firm.

Reviewed IT infrastructure and provided recommendaƟons.

Managed client relaƟonships.

Oversaw communicaƟons management.

Maintained and enforced standard naming convenƟons for documents.

Served as the primary Client Onboarding Specialist. Time off during Covid (10/2020 - 04/2022)

Conviva Care SoluƟons, Miami, FL

Change Management Coordinator (01/2020 - 09/2020)

Designed and implemented change management strategies to maximize employee adopƟon and minimize resistance.

Developed and managed communicaƟons for employees and customers.

Worked with project teams and vendors to document training needs and support training program design and delivery.

Recommended strategies to leadership, including risk miƟgaƟon tacƟcs and progress reporƟng.

Created deliverables for Release, ImplementaƟon, Acceptance, and Issues Management in change

UƟlized an integrated approach for forward-looking planning.

Organized planning strategies and tacƟcs.

Owner of Incident Management and Problem Solving through to resoluƟon, followed by a thorough RCA to ensure the issue would not arise in the future and awareness in similar issues the possible path to resoluƟon.

Collaborated at all organizaƟonal levels.

Worked with project management tools and phases of the project lifecycle.

Coordinated large-scale organizaƟonal change efforts. Bluegreen VacaƟons, Boca Raton, FL

IT Release Coordinator / Change Management Specialist (03/2019 - 11/2019)

Oversaw vision, prioriƟzaƟon, planning, and compliance for plaƞorms and applicaƟons.

Managed issue assessment, Incident Management and Problem ResoluƟon, and root cause analysis.

Updated Change Management policies to align with ITIL standards.

Coordinated and assessed change requests across departments.

Addressed IT standards and audit issues to resolve gaps and avoid future problems.

Managed applicaƟon backlogs and communicated with stakeholders.

Captured business needs in applicaƟon backlogs and release schedules.

Collaborated with technical and QA teams to implement requirements and manage releases.

Developed and maintained release documentaƟon.

Prepared proposals for the release schedule for the next year. First Data Merchant Services, Coral Springs, FL

Technical Compliance Manager (08/2014 - 11/2018)

Monitored applicaƟon systems daily to avoid issues with qualificaƟons, authorizaƟons, billing, and data.

Resolved problems related to interchange loss, billing, and data integrity.

AƩended CAB and CCB meeƟngs for compliance and alignment.

Assessed impacts of card brand releases for compliance.

Created and reviewed test scripts and cases.

Managed checkpoints and back-out plans for installaƟons.

Made decisions on installaƟon and back-out plans.

Reviewed and approved project requirements and test data.

POC (Point of Contact) to iniƟate and control Incident Management Bridges from start to being the POC to agree to close the bridge and begin the Root Cause Analysis (RCA) compleƟon

Led calls for change requests and project approvals.

Ensured adherence to change and SOX policies.

Provided feedback on issues and gaps to teams and management.

Documented and addressed audit issues and correcƟve acƟons.

Supplied documentaƟon to external auditors.

Conducted AŌer-AcƟon Reviews (AAR) for issue resoluƟon. IBM Global Services (Outsourced by Amex), PlantaƟon, FL Technical RelaƟonship Manager (2008 – 2014)

Acted as the main liaison between American Express Business Partners and Technologies, available 24x7.

Communicated planned and unplanned outages to relevant parƟes.

Worked with global teams to resolve IT support issues control Incident Management Bridges from start to being

Begin the Root Cause Analysis (RCA) compleƟon

Led CAB/CCB meeƟngs, responsible for approving or rejecƟng changes and managing implementaƟon checkpoints.

Approved system and process changes for American Express Bank, including planning and compliance.

Directed a global iniƟaƟve to expand GSAM usage by 20 divisions.

Authorized to start service restoraƟon for key accounts.

Coordinated with teams to implement projects with minimal disrupƟon.

Improved producƟvity and efficiency by streamlining systems and operaƟons. Sr Business Liaison (2007 – 2008)

Managed soŌware updates for AXIOM, XNET, and XPTR plaƞorms.

Coordinated global changes to these applicaƟons.

Ensured adherence to change policies, SOX regulaƟons, and Audit MAPS.

Maintained user access lists and reports.

Coded schedule changes in JOBTRAC (CA-7).

Monitored and resolved issues in ManageNow queues.

Provided rouƟne technical support.

Served as liaison for vendor contract communicaƟons.

Contributed to the XPTR 4.2 upgrade in LaƟn America, Australia, and the US.

Supported the global rollout of XNET.

Developed system naming standards for global datasets.

Worked with Amex Technology Partners on Data Warehouse migraƟon and the Global InformaƟon Processing Center.

Senior Change Management / Systems Management (2002 – 2007)

Supported soŌware changes for Mainframe and Internet.

Coordinated global applicaƟon changes with internaƟonal teams.

Ensured adherence to change policies and lead Ɵmes.

Reviewed changes for implementaƟon and fallback plans.

Coded schedule changes in CA-7 (JOBTRAC).

Monitored INFOMAN for issues and provided resoluƟons.

Verified fallback plans and approvals before changes.

Helped develop training for Change Analysts and provided technical support.

POC (Point of Contact) available to iniƟate and control Incident Management Bridges from start to being the POC to agree to close the bridge and begin the Root Cause Analysis (RCA) compleƟon

Updated naming convenƟons and job schedules for European markets.

Established 24x7 support model with global resources.

Presented changes to Change Advisory Board (CAB) for review and approval. American Express – Technologies, Miramar, FL

Change Management Analyst (1997 -2002)

Oversaw soŌware changes for Mainframe and Internet.

Coordinated applicaƟon updates for LAC and US Markets with global teams.

Ensured compliance with change policies and SLA windows.

Reviewed and implemented changes, including fallback plans.

Coded schedule changes in CA-7 (JOBTRAC).

Monitored INFOMAN for issues and resolved them.

Military Experience:

Combat Engineer (MOS 12B) Specialist, E4 (1991 – 1999)

US Army 1991-1993 / US Army Reserve 1993-1999

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