Solution Architect responsible for improving service delivery quality and reducing service delivery costs via automation.Deploying“Self-Service Delivery”—a multi-component, service catalog solution that automates cloud server lifecycle management.Identifying, refining and relaying stories/requirements to the IBM Research development team.Interfacing with multiple internal accounts—spanning industries—analyzing and identifying automation opportunities. Prescribing appropriate automation solutions in the areas of patch, ID and storage management; compliance; and OS changes.

Key member of the “Diamond” team, an IBM Control Desk (IT service management version of Maximo) delivery subject matter expert (SME) global team.Led the development of multiple IBM Control Desk (Maximo) service management solution enhancements, including the adoption of a cloud-based, self-service interface; a mobile module; “email listener” ticketing function; and integration with Cognos reporting, and overseeing the development of cloud golden images.Reduced delivery costs and improving system performance across multiple Maximo instances around the globe by analyzing and aligning system architecture with best practice model.Led a BIRT report development team. Designed, maintained and enhanceda set of 60 standard reports over multiple release cycles. Provided program leadership with guidance regarding tool reporting solutions. Lead team’s evolution toward an Agile development approach.

Led a team that played a key role in the success of the Global ISM, a $75 million service management investment program. Defined scope, process, and SLAs to establish and lead the Global ISM (Maximo) Support team, supporting a suite of standard IBM Control Desk (Maximo) configurations for Strategic Outsourcing delivery teams around the globe.Provided ITIL-compliant service management solutions beyond standard support, mapping business processes to Maximo technical requirements, leveraging expert knowledge of the data model, workflow, and tool configuration options. Coached and mentored junior teammates.Conducted international, customer-facing solution demonstrations, capturing, refining and prioritizing enhancement requests based upon stakeholder feedback.

Designed and developed multiple versions of the “Problem” component of ManageNow, IBM’s strategic service management solution--a Java, J2EE, model-view-controller application. Progressed to team lead role, responsible for project planning. Acted as interface for development to test, support, information development, and project management.

Member of the mainframe operations and helpdesk teams. Monitored multiple LPAR OS/390 mainframe system. Implemented system updates during change windows and assisted specialists in the troubleshooting and resolution of incidents. Chaired the customer-facing change advisory board. Earned an award for superior service delivery.