Project Manager - ITIL Service Management Resume

Title
Project Manager - ITIL Service Management

Primary Skills
ITIL Practitioner, PMP, Business Analyst

Location
US-TX-Austin

Posted
Sep-15-08

1. Global IT Services and Solution Delivery, Dell Inc, Austin, TX 01/2007 -- Present

- Implemented a Project Office Process that emphasize the company's strengths and bridged the gaps on the company's weaknesses.
- Developed and delivered customized Project Management training for the entire organization and specialized training for individual departments.
- Presented monthly Project Summary reports to the management committee.
- Designed and Maintained the PMO
- Provided concise project documentation, performing status reporting activities

Achievements:
- Rolled out Incident and Change Management based on ITIL V3 model in Dell Inc. Currently working on Configuration and Service Level Management process definition.
- Led the SWAT Problem Management team for Brazil manufacturing facility having IT downtime impacting daily production. Stabilized the environment and achieved highest shipped units in any given quarter as well as reached highest units shipped number per day.
- Managed the global team of 10 members to identify the root cause and provide permanent solution for Customer Change of Address requests for the items which have shipped already. With the new automated approach customer care achieved minimum 500 minutes reduction per day on the form filling process. Number of successful delivery increase by 50%.
- Identified opportunities of reliability improvement and coordinated the effort to implement the solution all across IT organization which includes Infrastructure, DBAs, Server Ops, Security and Applications development. E.g. DST patch for Brazil (announced two before the time change) rolling out in more than 500 servers, Microcode upgrade in SAN base storage on more than 400 servers, CSS count match on Oracle databases.
- Aligned the Change Management Process to ITIL framework. Organized 'Kaizen' events to lower the compliance burden. Make it a smooth, robust and easy to adapt process. Reduced the number of 'touches' in Change Life Cycle by 50%. Defined the success criteria and achieved > 98% change yield (50 changes in a typical week).
- Built the Production Services and Solution Delivery team responsible for Level 3 support and deployments. Defined and implemented transition and support process on ITIL V3 model.
- 95% reduction on misses of warranty shipping (40000- 60000 parts/day) and 50% reduction in incidents in first quarter
- Zero misses on second quarter shipping and no major IT incidents as outcome of problem management effort

2. Project Specialist, PMO Southern California Edison, Los Angeles, CA 01/2006 -- 01/2007

Responsibilities:
- Change and Release coordinator. Permanent member of CAB (Change Approval Board) representation.
- Document the current process, associate information/data requirements and metrics for Change and Service Level Management process.
- Update process models and relationship to data and technology.
- Complete cycle-time analysis, resource consumption, capacity planning analysis, process bottleneck and cost benefit analysis. Perform internal and external benchmark analysis.
- Develop process model and associated documents and presented recommendations.
- Assess gap against performance, compliance and maturity findings to identify improvement opportunities.
- Focus on Continuous Process Improvement. Suggested, defined and designed processes for daily IT development, maintenance and operational activities.
- Perform impact assessments, developed estimates for change requests and improvement suggestions as they are identified
- Build methodology 'body of knowledge' and expertise within the company to ensure that lessons learned are captured and shared across the teams.
- Collect the proper field experience to refine methodologies to fit business needs.
- Direct and perform problem diagnosis and analysis from incident records and all other data sources available.
- Perform trending and analysis incidents. Analyzed complex problems, interpret operational needs, and developed integrated solutions.
- Identify and consolidate data source to get performance trend of tasks executed across the organization.
- Update process models and relationship to data and technology
- Develop and train to maintain software tools to automate and optimize the processes


3. Sr. Operations Analyst, Application Optimization team, Albertsons Inc, Boise, ID 10/2002 -- 12/2005

Achievements:
- Demonstrated skills in defining and designing effective and efficient process map in transition from functional to service oriented architecture in IT operations.
- Member of ITIL implementation team with HP Open View system.
- Designed, implemented and promoted quality standards and process in liaison of change management.
- Played key role in Sarbanes Oxley 404 act compliance and action plan development in IT operations
- Member of Problem Management team helped reducing 507 incidents per week i.e. savings of $790,920 per year.
- Working with Six Sigma team to increase the utilization of existing 600 Unix and Windows servers from 5% to 25%.
- Automated various regular manual processes by eliminating redundant steps, designing new process and developing utilities. Saved hundreds of thousand dollars per year by increasing the system uptime and eliminating redundant process.

IT Service Management (ITIL) Implementation:
- Conduct assessments, document findings, identify gaps, analyze, measure maturity, and develop recommendations for implementation and improvement in service management processes based on ITIL best practices and company standards.
- Promote knowledge of tools used in support and implementation of IT Processes within IT and to the users.
- Provide the mechanisms to ensure execution of IT processes used in preparation, support and management of IT solutions. Serve as an internal consultant in the advancement, maturation, simplification, and improvement of IT processes.
- Design and develop change policy, schedule planning, build and configure the release, fit for purpose testing, acceptance, rollout planning, communication preparation and training, distribution & installation.

Six Sigma and Problem Management:
- Direct and perform problem diagnosis and root cause analysis from incident records and all other data sources available.
- Point of reference for questions, problems, suggestions, and complaints about the problem management process; recommend needed adjustments to the problem system, as appropriate. Identify process deficiencies and escalate or recommend solutions.
- Assist Service Level Management in establishing Service Level Agreements and Business Units to consistently perform problem resolution. Manage the governance and compliance to the established SLAs for Problem Management.
- Perform trend analysis, create measurement metrics of service calls and incidents. Analyze complex problems, interpret operational needs, and develop integrated solutions.
- Create project charter for problems exceeding certain value and present it to governance council to promote it as Six Sigma project.

IT Operations:
- Support and Optimize Supply Chain management (CICS and IDMS based warehousing and retail systems) and Financial system on multiple platforms.
- Provide guidance to team of three analysts in Retail & Price Maintenance System to improve the work flow.
- Focus on Continuous Process Improvement. Suggest, define and design processes for daily IT Operational activities.
- Review user requirements and strategies and ensures that the conceptual design and technology solutions are supported and managed within the operations environment.
- Ownership of production data and version control. Develop standard for support of data with disaster recovery plan. Implementation, scheduling and maintenance of EDI interface with UNIX system.
- Perform Business and Systems Analysis, Develop detailed specifications, application coding, unit and systems testing.
- Participate in IPL of mainframe MVS system and take care of IDMS, IMS and DB2 database.
- Migration of jobs, programs, dialogs, Schema and Subschema from test to production (Production Control).
- EMC Documentum system administration.

4. GE CAPITAL CARD SERVICES - IT Division, Stamford, CT. 01/2000 -- 09/2002
A. Software Consultant with DCI, Cambridge, MA (08/2001 -- 09/2002)
- Provided 24/7 system support. 100% on-time project delivery with Service Level Agreement of First Time Right.
- Achieved 5/5 every quarter in customer satisfaction rating that was 3/5 before. Simultaneously provided support to three other systems (CASS, Client Servicing and Exxon Settlement).
- Prepared monthly dashboard data and weekly matrix for Authorization system.
- Successfully implemented GE Strategic Manager Rule Engine. Received appreciation for reducing the number of Incident Requests in all three systems.

B. Software Engineer with Patni Computer System Ltd, India. (CMM Level 5) (01/2000 -- 08/2001)
- Lead the team of 6 members of Customer Account Servicing System. Responsibilities included coordination with onsite, task estimation and distribution to team members, problem analysis, and coding, testing and solution delivery.
- Maintenance of Project Monitoring System and monthly project matrix preparation.
- Process design for Defect Prevention team.
- As Defect Prevention Representative reduced the project delivery defects to 30% (in scale of 100) in six months.

Certifications
- IT Service Management (ITIL) Foundation V2 and V3
- ITIL Practitioner - Release and Control ? Change, Release and Configuration Management
- ITIL Practitioner - Service and Restore ? Service Desk, Incident and Problem Management
- Project Management Professional (working on it)


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