Douglas Dray Email & Phone Number

* Audited client billing support documentation.* Collected, organized and submitted client billing support documentation for archival.* Worked with support groups to define documentation requirements to support billing.* Served as point of escalation for billing support issues.* Obtained approvals from leadership, support groups and leveraged teams for billing.* Maintained and updated billing support requirements documentation.ENVIRONMENT: HP Asset Manager

* Ensured RFC's (Request for Change) were completed properly and with necessary approvals.* Prepared Daily Change Report and Weekly Change Review Board communications.* Performed process improvements, audits and ad hoc Change Management reports.* Prepared and updated monthly Metrics for management review.* Assisted with support of Release Management Team.* Served as point of escalation for Change Management Issues.* Proficient in the use and application of Change and Release management methodologies.* Ensured effective communication of Change Management processes to change owners and fostered cooperative team atmosphere.* Assisted with decision making around Emergency Change Requests.* Worked with internal and external resources to achieve desired results.ENVIRONMENT: HP Service Manager/Asset Manager, Tivoli/Maximo, Remedy

* Performed User Acceptance Testing for HP Asset Manager/Service Manager roll-out at client site.* Worked with client, leveraged teams and support groups to define line items and bundles within Service Manager tool.* Responsible for the creation of Line Item within the Service Manager tool* Defined data sets within Asset Manager tool. * Performed physical audits of clients IT environment.* Prepared and maintained list of server assets for communication to client and support groups.* Served as Cataloged Administrator for standard software and hardware. * Managed monthly billing of 500+ servers.* Monitored workflow of server installs/deinstalls.* Developed, implemented and institutionalized server install/deinstall processes.* Created Server Process Documentation.* Managed and tracked Sun Maintenance contracts in HP Asset Manager.* Managed contract and license renewals with leveraged support groups.* Ensured software compliant environment.* Validated and assigned software and hardware to end users.* Ensured that all deployments of hardware/software had been reconciled for accurate licensing.

* Managed Service Level Agreements (SLAs) for contract compliance.* Developed and maintained SLA documentation.* Routed customer inquiries and requests to appropriate teams for action.* Performed Ad Hoc reviews of Service Requests.* Acted as point of escalation for Service Request issues.* Facilitated communication between client and technical teams.* Liaison for Service Order Management group and client to ensure support excellence and problem management.* Ensured that team members are informed on all communications, plans and policy issues relating to Service Management process. * Performed Service Order Management process design, documentation and revisions.* Coordinated Service Order Management group transition to a leveraged model.* Performed Level 1 Help Desk Duties.* Performed password resets for legacy client applications.

Bachelors Of Science, Business Administration, Finance, Economics

Associate Of Arts, Microcomputer Applications & Computer Programming

*********************** CONTINUING EDUCATION: IT Project Management ITIL Process Suite IQMS