Benjamin Rockwell Email & Phone Number

Richmond, Virginia, Us

- IT Change Manager (ITSM/ITIL based) for a technology centric organization of 30,000 employees, including all datacenters, and 280+ retail locations and phone centers across the country- Cultivated improvement to Change Management through a people-centric approach, seeking to foster collaboration, open communication, and mutual understanding- Managed and streamlined CAB meetings to deliver relevant information regarding changes- Daily review of change requests for complete details (analyzing for proper plans and documentation, conflicts, approvals, etc)- Major Incident Management team coverage, driving analysis, information gathering, and resolution of Major IT Incidents in a timely manner- Led Problem Management weekly metrics meeting as outside source to drive team excellence- Overhaul of IT Change Management documentation from multiple sources into one authoritative source- Developed educational materials (video, presentation, documents) and delivered training for driving acceptance, improvement, and maturity across the Change Management processes- Created multiple dashboards and metrics reports, and collected daily metrics for usage in what-if analysis, and driving continuous process improvementTechnical title: Principal Engineer, Service Management

Purchase, Ny, Us

- North American contact for IT Change Management activities for Platform Support department, consisting of over 20,000 servers (Linux, Windows, virtualization), and related storage systems- Coached and led 4-person team handling the same activities in offshore locations- Developed Training Manuals for internal team improvement, as well as incoming peers regarding Change Management, and best practices- Created database joining 3 external sources for a single tool that connected server names to responsible owners for signoffs, escalations, as well as other technical details- Increased adherence to proper IT Change Management, ITIL, and best practices through individual, group, and team training sessions- Automated multiple daily reports, approval follow-ups, and approvals- Increased interdepartmental communications by developing internal calendars, weekly previews, weekend change summaries, and daily incident tracking- Leveraged Incident Management results to drive improvements in Change Management

Irvine, California, Us

- Initiated overhaul of key software training environment, significantly increasing performance, streamlining technical support and improving overall IT relations with the Learning and Development Team- Oversaw multiple IT departments on Change Management processes and developed a culture following ITIL acceptance and best practices- Led ServiceNow developers to customize IT Change Management system to meet company needs- Increased adherence to SDLC Change Management policies and procedures through monthly audits and team trainings- Collaborated with stakeholders of multiple key applications, data stores, and services, to perform User Access Reviews to ensure appropriate access was granted to over 6000 employees- Increased IT Change Management engagement while removing roadblocks in order to facilitate fast-paced IT infrastructure changes

Anaheim, California, Us

- Migrated server infrastructure to VMware Server environment (with SAN) to reduce costs and maintenance, while increasing production server business hour uptime to 99.99%- Overhauled physical datacenter, facility, and network security to meet best practices and ITAR/EAR Compliance- Reduced CFO’s weekly man-hours required for soft close, from ten to twoleveraging robotic process automation with Infor Visual ERP- Expanded presence to 85 workstations, 15 kiosks, 7 mission critical virtual servers, and 12 non-mission critical virtual servers- Implemented Spiceworks ITSM ticketing system for tracking IT incidents, problems, and project management- Delivered multiple upgrade projects including, but not limited to, Microsoft Exchange, network overhaul, thin-client stations, and firewalls

- Initiated and delivered DocuWare document imaging software project to track all contracts, production, shipping, and accounting documents, providing instant lookup of key data, and eliminating the need for 3 file clerk positions- Spearheaded environment transition from ad-hoc reactionary status to a controlled infrastructure which included change and patch management- Converted from legacy level key system to VoIP phone systems, including upgrades to network and internet speeds- Created and maintained multiple custom database programs for internal usage, including complex quoting, tracking of various inventory type items, contact management, and change management- Installed and maintained multiple projects including anti-malware, technical inventory, ticketing software, and out-of-box solutions for 60 users

Torrance, Ca, Us

- Constructed and modified multiple custom database programs to assist in evaluating SOX compliance, tracking submitted information and other reporting items.- Developed and distributed training materials regarding Change Management, SOX compliance, best practices and internal policies and procedures.- Conducted interviews and gathered documentation from management in all major areas within IS Department regarding policies, procedures, and processes to assist in evaluation of company standing with SOX compliance.- Developed and assisted in development of appropriate policy, procedure, and process documentation.

Irvine, California, Us

- Constructed and modified multiple custom database programs to increase efficiency of Change Management department activities through tracking, reviewing, and reporting on IT activities.- Created training and presentation materials and conducted regular training sessions for multiple departments or groups on topics including Change Management, SOX compliance, best practices and internal policies and procedures.- Assisted department leaders in developing new processes as a means of providing a more stable, planned, available, and reliable environment.- Refined communications between IT and end user community through development of e-mail templates and enhancement of web based outage reporting.- Successfully implemented Problem Management reporting and statistical analysis of CM activities as tools to improve IT process workflows.- Developed audit-style procedures to ensure proper involvement of Change Management in all appropriate areas.

Us

- Provided technical support to remote IS staff, technical, and non-technical people in over 15 local and remote locations in a wide variety of PC, LAN, and WAN issues.- Provided supervision and technical guidance for Help Desk and Desktop Support analysts.- Implemented and maintained distribution of two factor authentication devices to all worldwide users.- Assumed wireless PDA (BlackBerry) project in Beta form, and rolled out to end user community, and later provided support nationwide to all users.- Became the North American contact for desktop level anti-virus activities.- Lead analyst in working with outside consultants for migration to new problem management software.- Developed materials and conducted multiple training classes in operating systems and core applications.- Constructed and modified multiple custom Access databases.- Developed and enhanced statistical analysis reports (for management) using Crystal Reports.- Designed and implemented intranet sites for multiple divisions and projects.- Performed routine network system administration duties, including W2K, XP, Exchange Admin, creation of accounts, and control of information assets.

Boston, Ma, Us

- Trained and managed technical staff in 5 offices.- Improved WAN throughput, while lowering costs for all data and voice services.- Acquired and installed a proxy / e-mail server, and implemented TCP/IP enterprise-wide.- Developed custom relational database system (front and back-end) that tracked all available properties and projects.- Designed and customized database reports for usage in marketing.- Authored comprehensive 120-page computer user training manual.- Standardized procedures for administration of user accounts, including assignment of rights, e-mail accounts, and other routine procedures.- Enhanced data security measures throughout all offices.- Upgraded server components in multiple offices.- Designed, authored and implemented 2nd generation of web site, including property database.

- Directed development of custom MRP database system, including production scheduling, inventory and BOM, with customized client property tracking.- Converted and enhanced flat-file database information into relational database model.- Provided custom reports for accounting, marketing, statistical, and production analysis.- Implemented disaster recovery plan, and unique off-site backup solution.- Modernized network, including system hardware and software.- Introduced and developed 1st and 2nd generations of web site.

Radio & Tv Broadcasting, Computers

Education record