Management Service

OBJECTIVE

Obtain a challenging position that utilizes my experience in Technology, Operations, Product Management and leverages my subject matter expertise in implementing IT Services Management (ITSM) solutions based on ITIL processes.

CORE COMPETENCIES

IT Service Management- Delivery & Support Business Analysis & Intelligence Reporting Service Catalogue& Product Management ITIL Incident, Problem, Change, Availability management Service Desk Management Project management

PROFESSIONAL EXPERIENCE

IT Service Management CAPITAL GROUP COMPANIES, IRVINE, CA (American Funds) 12/2003 – Present

Current Assignment: Enterprise ITIL Service Management Program Workgroup member 12/2009 – Present

Value Add: Improved service availability, reduced production incidents, higher customer satisfaction, better IT financial management

• As a member of Enterprise Service Management program, responsible for development of ITIL based enterprise

problem management policies, processes, targeted communication approach and escalation strategy.

• Defined and completed data sources assessment for the Application Portfolio management system - Troux.

• Project Lead on IT Risk reporting, includes IT product health metrics, customer satisfaction and incidents metrics

• Responsible for creating IT Service catalog and critical services information repository for 60+ Investment

applications to aid timely restoration of services for customers as a part of Critical Incident management process

• Promoted implementation of ITIL based non-functional Service Design requirements within Agile development.

Function: Service Delivery Management & Support Lead (ITIL/COBIT) – Global Institutional Group 12/2006 – 06/2009

Value Add: Continuous Service improvement, Reduced SLA breach & Change related errors, better business/IT strategy linkage.

• Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people,

process, technology, organization & integration perspectives of providing business solutions within IT infrastructure.

• Led initiatives comprising 15+ members managing IT service management project tasks including the assessment,

strategy, design and implementation in Services Management process areas like Service Desk, together with

Incident, Escalation and Change Management being mindful of separation of duty per Sarbanes Oxley (SOX).

• Managed the technical and service relationship between Product Development Manager, Account Managers and

Sr Business users (Portfolio Control, Settlement users & Traders) within Global ITIL L1-L2-L3 model.

• Moderated user service review meetings; areas covered included performance, design and service improvement

reports, open incident status, fix implementation/release schedule across multiple product lines.

• Responsible at the operational level for monitoring and managing the quality of service’s key performance

indicators including availability and reliability (MTBF) ensuring service delivery is in accordance with SLA’s.

• Renegotiated service contracts with vendors, reported on SLA/OLA breaches and took corrective actions driving

operational efficiencies in day-to-day operations and improved customer satisfaction.

• Played a key role in centralizing customer support using Service Desk model, establishing procedures for

functional and hierarchical escalations and architecting ITIL incident management L1-L2-L3 model.

• Responsible for day-to-day operations of the Organizational Balanced Scorecard Process. Mentored and trained

performance metric owners, monitored and reported quarterly the status of all Organizational Performance Measures.

• Worked closely with traders and portfolio counselors utilizing business and technology knowledge to analyze and

assess IT operational maturity, identify design improvements and drive efficiency in business operations processes.

• Created scorecard based on Business/IT Strategy linkage model to help prioritize IT efforts inline with business needs

• Assessed, planned, architect and designed Change Management process. Represented operations group in the twice-

weekly Change Advisory Board (CAB) meetings - facilitated stakeholder analysis & impact assessment .

• Produced Sr Manager/Business user/ executive ‘report cards' on the effectiveness of IT Customer Support & Risk

management efforts and provide consulting on implementation and adjustments to the Risk Management paradigm.

• Experience with MS Project, Excel, Visio, HP Open view, BMC Remedy, Alarmpoint, ITSM functional expertise

with Business Objects Web Intelligence, Remedy data analytics and familiarity with reporting best practices

.Function: Sr Applications Production Support Analyst (Investment Systems) 09/2004 – 12/2006

Value Add: Reduce/Eliminate Repeat incidents, Business continuity and support, greater IT Operational visibility to Executives

• SME with business functional and application technical knowledge responsible for Delivery and Product Support

of 30+ Mission critical investment systems in a Global ITIL based Support model serving critical business function

• ITIL Problem Management - Managed and coordinated all activities necessary to detect, analyze and initiate

resolution of problems using Root Cause Analysis (RCA) methodologies (e.g. Kepner Tregoe, 5 Whys)

• Developed presentations/structured communications for business executives & Directors on IT Operational Reporting

• Developed change management processes and worked with Transition group to formulate IT Compliant process for

Production data Modification and Emergency Change inline with internal controls to help mitigate business risks.

• Led workshops to investigate areas of change process failure and plan effective change and release programs.

• Cataloged and reviewed business requirements to ensure services are provisioned on specific infrastructure depending

upon their availability needs ensuring proper contingency plans are in place and tested during annual DR exercise.

Role: Application Production Support (Investment Systems) 12/2003 – 09/2004

Value Add: Product development, Reduction of incidents, improved service reliability and business productivity, risk mitigation

Work Performed

• Participated in design, planning and implementation of ITIL based Event and Incident management process.

• Liaised with business users to provide expert advice to management for the resolution of application related

flaws or workflow issues - escalated to development team for modification of application as necessary.

• Performed Application performance monitoring using Hyperic, automation/reporting using PL/SQL/unix scripting.

• Performed end-to-end incident management. Responsible for time-critical User Service/ Infrastructure restoration,

technical troubleshooting within complex IT systems environment. Worked with customers, internal IT and

infrastructure teams, third party data providers etc throughout the service restoration process.

• Provided cross product business support and resolved data reconciliation issues within integrated systems.

Developed a solution that enhanced user productivity and allowed timely mitigation of associated business risks.

Sr Application Developer & Support WASHINGTON MUTUAL BANK, Orange, CA 07/2003 – 12/2003

Value Add: Product development, Transition planning, improved service levels

Work Performed

• Developed and delivered ITIL solutions that assess, plan, architect and design, and implement technology solutions

for enterprise wide heterogeneous IT environments to meet business requirements. These solutions included Change

and configuration management, service level, performance and problem management.

• Extracted enterprise business rules and business processes and developed/deployed business intelligence as Atomic

Rules and Rulesets for mortgage application risk assessment module. Provided post-release Level3 support.

• Worked with business SME’s utilizing Knowledge Acquisition, & Business Rules Harvesting; Requirements

Analysis, Modeling, and Design.

• Created Business Object Model, defined and developed the interface to the rule engine and utilized business decision

tables to architect business rules using ILOG JRules 4.5 and provided ongoing support.

Developer and Systems Support Analyst EAGLEGRIPS, Carol Stream, IL 01/2003 – 05/2003

Managed the development of website in a team of two. Responsible for requirement gathering, design, implementation and support.

Developer and Systems Support Analyst TECH INNOVATIONS INC, Bartlett, IL 01/2002– 12/2002

Developed a J2EE bug tracking system. Responsibilities included system design, implementation and ongoing Level 3 support.

Developer and Systems Support Analyst Guru Teg Bahadur Medical Hospital, India 01/1999 – 08/2000

Work Performed

• Developed the “Enter Payment” use case for a mission-critical browser-based claims management system using

J2EE technologies and MVC architecture

• Provided system support for Medical Information management system (MIMS), supporting web-based clients

running in physicians’ practices providing online access, consolidation, management of medical documents.

• Investigated and resolved EDI related formatting issues associated with fetching electronic laboratory reports from

medical testing laboratories. These reports were made available online to the requesting physicians.

• Designed and created reports that allowed the laboratory results to be viewed as both tables and charts, including

plot charts enabling physicians to do trend analysis for selected tests.

EDUCATION

M.S. COMPUTER SCIENCE Loyola University Chicago B.S ELECTRICAL ENGINEERING GNDEC, India

PROJECT MGMT, BUS. ANALYSIS University of California, Irvine

CERTIFICATIONS Certified ITIL V3 Foundation Professional, Sun Certified Web Component Developer for J2EE Platform

Sun Certified Programmer for the Java 2 Platform 1.4, Aptech Certified System Analyst, Aptech Computer Education, India, ILOG Trained Professional for JRules 4.5

ASSOCIATIONS IT Service Management Forum (itSMF USA)

International Institute of Business Analysis (IIBA)

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