Management Manager

Joe Rodriguez________________________________

**** ********* ***** *********: 630-***-****

West Chicago, IL. Mobile Phone: 630-***-****

Professional Profile

Highly effective, technical savvy, IT Manager delivering 20 years of business benefits spanning several fortune 500 firms. Certified ITIL V3 Foundation and ITIL V2 Practitioner with experience in IT Service Management, Process Improvements, SOX and SAS 70 Enterprise Process Controls by defining a vision that is architecturally focused, yet delivers bottom line business results.

Professional Experience

Career Education Corporation, Hoffman Estates, IL June 2008 to April 2011

Senior Enterprise Change Manager / Release Management / Incident Management / Configuration Management Process Improvement

• Chair daily Production / incident meetings.

• Lead incident resolution process

• Ensure critical issues are escalated appropriately.

• Provide Service Level Management data to IT Leadership Team.

• Chair Problem Management meetings (RCA).

• Developed and implemented RCA Training document

• Provide metrics and key performance indicators for the leadership team.

• Participate with IT service documentation.

• Chair CAB and Executive CAB meetings

• Responsible for reviewing Changes to CEC production environment.

• Distribute Change meeting minutes to CAB members

• Ensure change artifacts are stored in a repository for future reference

• Chair Release Management meetings

• Developed Release Management Process (SOP)

• Provided training on Release Management Process

• Conduct Post Release meetings to better identify lessons learned.

• Worked with Configuration Management team for status accounting and accurate information.

• Responsible for reconciling SOX in-scope application changes with Tripwire change detection tool.

• Responsible for Active Directory change reconciliation process using Quest tool.

• Responsible for Change administration for change tool INFRA.

• Responsible for Database Change reconciliation process using IDERA.

• Responsible for SOX Controls relating to Change Management

Documentation of processes with Training:

• Authored CEC’s Change Management Standard Operating Procedure including swim lane diagram and narratives.

• Authored Root Cause Analysis (RCA) doctrine for Problem Management including Swim lane diagram and narratives.

• Architect Incident management workflow to Problem Management workflow with narratives.

• Authored Tripwire/ Change Management change detection SOP including workflows and narratives.

• Authored Quest / Active Directory change detection SOP including narratives.

• Authored IDERA / Database change detection SOP including workflows and narratives.

• Authored SOP for Incident Management including workflows and narratives.

• Defined standard changes (Low risk)

• Trained IT staff on Change Management SOP. Also provide lunch & Learn sessions

• In collaboration with Internal Audit, ensure new Change Process meets SOX controls

• Continuous process improvement for Change Management

• Integrated Outsourcing Vendor’s change management process (Remedy) with CEC change management process. Identified change windows for major applications.

• CEC project member for outsourcing portion of the Infrastructure and transition process to steady state.

• Organized and scheduled HP ITIL V3 certification training for IT department.

• Provide weekly and monthly metrics including unauthorized and unscheduled change report to Change Management SharePoint site for Senior Management review

• Applications include CampusVue, MyCampus, Virtual Campus, Home grown apps as well.

• Worked with Software Development to provide an agile process flow. This includes responsibilities and ownership. Also measuring progress of methodology with incident, problem and change management metrics.

Midwest ISO, Carmel IN. December 2006 to June 2008

Manager Change Management

• Chair Change Review Board (CRB) and Executive CRB meetings

• Reviewed change records for CM Approval

• Provide CAB minutes to team members and stored change artifacts in SharePoint

• Responsible for SAS 70 Controls for Change Management

• Successfully completed internal audit and external audit (E&Y) examination

• Reconciled SAS 70 in scope application changes with Enterprise Security Management tool.

• Provided formal change management education and lunch learn sessions to IT staff members

• In collaboration with Compliance team (Tom Hoffstetter – now with NERC) developed Change management action plans for CIP Standards.

• Project Managed and implemented BMC Remedy including Incident Management, Change Management and Atrium CMDB.

• Responsible to work with Configuration Management to ensure status accounting of CI’s and accuracy.

• Reviewed discovery tool information for installation accuracy and unauthorized changes.

• Assisted with definition and documentation of IT Services.

• Revamp and managed Release Management Process to include responsibilities for Project roll out / implementation, release artifacts, chaired project release meetings and reviewed Quality control‘s testing methodology

• In collaboration with the business, ensured change and outage windows were identified for all Production applications.

• Developed Risk Management Calculator to provide systematic approach for identifying and assessing risk.

• Active participant with Business Continuity Testing and document retention.

• Team member to review and revamp the SDLC Doctrine.

• Team member for VMware’s Virtualization critique. Reviewed and assessed virtualization methodology for impact to current business and IT processes, Change Management, Configuration Management, Release Management and Business Continuity.

• Ensured St Paul MN site consistent with Change Management process.

• Team member on the Data Center Automation Project consisting of Server provisioning,

• Virtualization and Configuration Management/Compliance. Reviewed Hp OPSware, BMC Blade logic and EMC’s SMARTS.

• Executed performance reviews.

Chicago Federal Home Loan Bank, Chicago IL. August 2005 – November 2006

Change Management - SOX

• Audit and revamp change process to be consistent with SOX compliance.

• Chair CAB Meetings

• Review change requests for CM approval

• Stored change artifacts to SharePoint site

• Successfully completed internal audit, external audit (KPMG) and Federal regulator examinations

• Release Management – Responsibility for project implementations, Chaired Implementation roll-out meetings, release artifacts, Project Go-No-Go meetings and scheduling.

• Active participant with business continuity testing including document retention.

• Active member on project meetings to ensure role responsibility

• Daily review of Configuration logs

• Project Managed Help Desk Tool implementation

• Reviewed COBIT Framework to ensure change management control objectives are being addressed

• Reviewed PwC’s Point of Focus Document to understand potential gaps with SOX Section 404

• Consulted with Internal Audit for SAS 70 objectives.

• SAS 70 - Audited report development/generation for SDLC compliance.

• Active participant with the Federal Finance Board Regulators for Compliance Analysis

• Worked with Internal Auditors for Compliance Regulation.

Eddie Bauer, Westmont, IL February 2005 – July 2005

Change Management- SOX (Contractor to FTE)

• Reviewed all changes requests for thoroughness and follow-up with associates when appropriate.

• Prepared change management workflow for the SOX Audit

• Revamp Release Management process to include project Go-No Go meetings, gathering release artifacts, and role responsibility.

• Facilitated CAB meeting and provided minutes

• Active member on project meetings to identify role responsibility

• Developed new change request form to meet SOX compliance

• Recommended new web base Change Management tool MKS Source Integrity and Integrity Manager to provide visibility of changes to the organization.

• Reviewed the SDLC doctrine to ensure developers are following the policy for SOX compliance.

• Audit CA’s Endeavor source control tool for SOX compliance (Segregation of duties)

• Authored Eddie Bauer’s Change Governance Doctrine.

• Verified change process is following the ITIL Model.

Chico’s, FortMyers, FL 2002 – 2005

Manager - Change and Configuration Analysis – SOX Compliance

• Project managed Enterprise wide Change and Configuration Management using ITIL Model while protecting existing content and workflow. Selected and implemented MKS product for change management.

• Reviewed all RFC records for completeness, including risk assessment and mitigation, impact analysis, testing, scheduling, implementation and post implementation reviews.

• Chair CAB and Executive CAB meetings and provided minutes.

• Managed Project Releases implementations including chairing the Go-No-Go meetings.

• Authored Chico’s Change Governance Document reviewed by PricewaterhouseCooper and Ernest & Young with positive results.

• Successfully completed External Audit (SOX) given by Ernest & Young

• Administered Change Management processes and procedures to ensure integration with incident and problem management. Worked with Security Operation Center (SOC) to integrate security and configuration management.

• Active participant with business continuity testing including document retention

• Reviewed promotion of code in VSS, test environment and stage environment

• Audited System Security logs to ensure authorized personnel implemented changes and changes occurred per change record.

• Enforced SDLC, VSS and quality control standards. Consulted with development managers to provide feedback on recurring issues, system defects and enhancements for current and future releases.

• Audited and scrutinized test plans, procedures and back-out plans to ensure quality deliverables and SOX compliance.

• Performed quarterly audits of processes and procedures to determine effectiveness and corrected when necessary.

• Served as process improvement technical liaison for development programmers, business analyst, QA and support.

• Provided metrics to management.

• Developed and implemented companywide change and configuration management training including SOX benefits for technology and business teams.

• Monitored systems with MOM, Opalis, and NetIQ. Recommended Configure soft and Trip Wire products for auditing servers and networks.

Chicago Tribune Chicago, IL. 1984 - 2002

IT Manager - Production Systems

• Managed Cobol programmers, Web administrators, Oracle DBA’s and UNIX administrators to provide end user and system support, technical planning and monitoring, patch management, system upgrades, system backups, disaster recovery and project management for company’s information system and mission critical systems. Managed MVS environment, CA7 scheduler, Change Man, VERITAS Netback up, VERITAS Volume Manager, VERITAS File System and VERITAS Cluster, Redwood’s Conical scheduler (Open Systems), Win 2000, Sun and RS6000 servers running on Unix Solaris and AIX platform, Oracle, Informix and DB2 databases.

• Co-project managed a 12 million dollar budget project replacing legacy system with open system environment consisting of Sun servers, Oracle database, Web functionality (Sun One Server), and proprietary vendor application.

• Managed multiple zero downtime sites running proprietary applications on RS600 and sun cluster servers.

• Instituted processes, policies, and projects to maximize support and customer satisfaction levels, cost effectively meeting business goals.

• Constructed and implemented change management process, procedures and policies utilizing Merant’s PVCS.

• Developed and delivered system documentation consisting of System Configuration, Dependency Mapping, and Hardware configuration for teams supported systems to Docushare repository for audit purposes.

• Successfully completed Ernest Young and PricewaterhouseCooper audits for best practices.

• Translated customer needs into action plans.

• Provided mentoring, coaching and career planning for all team members.

• Conducted performance appraisals and human resource activities.

• Participated in IT strategic plans, budget process and established priorities to achieve corporate goals.

Education:

North Central College Naperville, IL

BA Business Management, 1995

Wilbur Wright College Chicago, IL

AAS Technology, 1980

ITIL V3 Certified – Pink Elephant

ITIL Practitioner Certified - Pink Elephant

(Change Management, Release and Configuration)

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