Providing a wide range of technology consulting services and solutions for primarily small and non-profit businesses.

ITIL Architecture•Responsible for maintenance and continuous improvement of ITSM Framework including the following:o Establishing baseline maturity assessments of current state ITSM architecture and recognizing opportunities for improvement (and documenting as required).o Designing future state ITSM architecture including all areas of ITIL v3 (service design, service transition, service operations, and continual service improvement).•Responsible for defining ITIL architecture for Ceridian Global and ensures that all geographies (USA, Canada, UK, Mauritius) follow harmonized technology processes.Service Portfolio Management•Ensure that a Service Catalog is produced and maintained, containing accurate information on all operational services.•Consult with internal and external departmental leaders to ensure the Service Catalog meets customer needs.Continual Service Improvement•Review business services and technical services on a regular basis and improve service quality where possible.•Evaluate technical processes on a regular basis and identify areas where the targeted process metrics are not reached. Hold regular bench-markings, audits, maturity assessments and reviews.•Define specific initiatives aimed at improving ITIL v3 services and processes, based on the results of reviews and evaluations. The resulting initiatives are either internal initiatives pursued by IT organization, or initiatives which require the customer’s cooperation.Configuration Management•Manage the integration of the CMDB and all Configuration Items (CIs), which in turn enables most other ServiceNow applications that automate IT services.•Maintain the logical model of the enterprise infrastructure to give IT more control over the environment and to facilitate decision-making.

-Oversees delivery of services to address incidents, problems, changes and enhancements required by the organization, while maintaining the highest levels of customer satisfaction.-Oversee & communicate the IT service delivery model for the organization. The service delivery model covers all aspects of IT services to be delivered in a service level agreement framework, adhering to key performance indicators, and flexible delivery capacity requirements.-Work with service delivery teams to prioritize the need around technical support resources and application support analysts required to meet the tactical needs of the organization.-Work with key stakeholders to develop appropriate metrics to insure the highest levels of service are met.-Accountable for the quality of the service delivered by matrix-managed resources, and sharing metrics with other group leads to improve these metrics. Evaluate the service delivery team and its members’ level of performance, to provide performance management and establish the delivery of top tier services to the organization.-Responsible for staffing decisions and contribute to this exercise for matrix-managed team members. Report back to the customer management teams as well as key stakeholders to maintain appropriate support levels for customers. Interact on a regular basis with managers and supervisors, responsible for various departments.-Act as an escalation point for key stakeholders for any outstanding incidents, problems, requests, problems and changes.-Be an advocate for IT service teams, setting expectations appropriately for IT support teams, as well as giving insight on priorities/initiatives.-Participate in process enhancement committees for core IT service management processes.-Participate in metrics/KPI standards reviews & improvement of this area.-Participate in industry forums/conferences to stay current on IT best practices and support trends.

Serve as Technical business sponsor for projects like: - Desktop Automation Upgrades and Hardware Replacement - Network and Firewall Upgrades &Replacement - Mobile Device Management and AutomationProvide technical leadership and direction in evaluating vendor solutions and making recommendationsCreate and develop Business Requirements Documents {BRD) for projectsEngage Architects, Procurement, Security, Legal and other groups on projects on projectsAssist vendors in troubleshooting technical problems with deep technology expertiseReview and edit Root Cause Analysis (RCA) action items and recommendations for improvementHelp create BRD documents that eliminate root causes for reoccurring incidentsDevelop solutions and recommendations for various areas with infrastructure including but not limited to: Desktop, Email, Mobile, Instant Messaging, etc.Assist Operations Team and provide backup on Sev 1 & 2 Incidents

Mobility Consultant, Global Manufacturer• Advised on the development of a Bring Your Own Device (BYOD) policy in support of enabling BYOD within the client’s organization.• Interviewed key stakeholders to ensure HR, Legal, IT, Security, and Leadership groups were in alignment with policies.• Aided in defining additional mobile strategy considerations to support BYOD within the current enterprise infrastructure.Mobility Consultant, National Retailer• Migration of 80+ user mobile devices from older MDM technologies to a newly implemented MDM MobileIron implementation.• Assisted with the design and implementation of a MobileIron mobile device management solution.• Established policies to enact the client’s security, usability, and functionality requirements.• Assisted with creating user configuration and usability job aides.• Ensured all client IT policies were adhered to, or pursued policy exceptions where needed.• Managed timelines and issue resolution during project’s pilot phases.

•Coordinate the weekly operational status reporting for Best Buy’s IT infrastructure operations.•Provide escalation support for infrastructure-related major system outage events.•Work with Accenture and client leadership to provide metrics reporting, capacity planning, major system outage event analysis for Best Buy’s IT infrastructure operations.

•On-call rotation position responsible for coordinating the immediate resolution of major system outage events within the Best Buy enterprise.•Coordinate post mortem root cause analysis of major system outage events by acting in the role of Problem Manager for each major system outage event.

•Lead the Innovation and Design team of 8 engineers/technicians which support the End User Technology environment, comprised of over 16,000 workstations.•Set and maintain all enterprise standards for desktop technology.•Architect, design, and maintain enterprise standard images for workstations.

•Lead the Mobile Solutions Team of 3 engineers/technicians which support the mobile client infrastructure of over 14,000 mobile users.•Maintain all back end mobile platform services including the BlackBerry Enterprise Server systems and the Microsoft Windows Mobile synchronization systems.•Set mobile standards for all hardware and OS platforms.•Maintain knowledge capital for support of all mobile platforms.•Implement a mobile management system to perform inventory, asset control, application distribution and device security for key mobile workforce segments.•Maintain critical alert capabilities for system outage alerts by replacing alphanumeric pagers with multi-purpose mobile devices.•Propose new and expanded relationships with client including carrier relationship management and outsourced mobile plan management and analysis.

•SMS Package Development – Repackage and code software installations using SMS Installer software. Create installation standards for all software installs. Provide silent, hands-free scripts for distribution via SMS.•SMS Patch Management – Control and evaluate the release of all OS patching for the entire corporate enterprise (approximately 12,000 systems) via the SMS system. Remediate non-patched systems and coordinate patch release management communications within the organization.

•Lead Technician/Co-Project Manager – Perform discovery and proof-of-concept information to Senior Management and then design and maintain a unique technical solution for automation of PC system migrations. Meet with all team leads and provide pro-active development of suggested improvements. Project objectives met on time and on budget. Version 1 exceeds management expectations.•SMS Package Development – Repackage and code software installations using SMS Installer software. Create installation standards for all software installs. Provide silent, hands-free scripts for distribution via SMS.•Service Center Team Lead – Coordinate team of technicians for daily add/remove/change/delete requests from all of Pillsbury North America. Facilitate workflow tool design and operation for requests. Oversee moral and workload for team. Provide weekly status reporting for management.•Access Database Developer – Create queries, forms and reports on 2 key database systems. Establish metrics standards for our Employee Feedback Response database. Report design standards, query calculations, minimal data alteration, ODBC table links to Lotus Notes Domino server, SQL query construction were key skills needed to complete this project.•Release Management Technician – Creation of the Windows 95 and Windows 2000 images for the Dell desktop and laptop platforms. Loaded software, tweaked hardware and software configurations, cleaned up OEM version from manufacturer and distributed a company specific version of Windows 95 and Windows 2000 for a specific hardware platform for all of Pillsbury using this specific hardware. Version control, detailed documentation, beta testing and standards coordination were key skills in being successful. Also use SMS Installer to repackage software for Pillsbury standards.

•Sole Internal Technical Support position for a systems integration corporation.•Support approximately 120 users in 4 bases of operation. Deal mainly in providing technology solutions for employees.•Establish baseline for Windows 95 communications and networking.•Implement a ‘virtual office’ structure in which all users run from remote machines and through dial-up capabilities received LAN access, Internet access, mail access and server access.•Setup, design and maintenance of an internal Internet web page.•Position entails PC maintenance on all levels including software support, hardware support, hardware repair, backup, connectivity, upgrading, resource management, and critical recovery.•Provide PC hardware and software support for users.•Installation of NT server, Synoptics communications equipment, SunSystems UNIX server, IBM ThinkPad configuration and Shiva LanRover dial up server.•Diagnose routine problems with PC software, PC hardware, Novell and NT file servers hardware and software, printing, copier, fax and phone system.•Establish technology budget for the year.•Successful completion of an office move involving LAN Wiring, Telephony Wiring, Security System Installation and other key roles.

•Position entails PC maintenance on all levels including software support, hardware support, hardware repair, backup, connectivity, upgrading, resource management, and critical recovery.•Included in duties as Novell NetWare LAN administrator are security issues, file server maintenance, file server backup, resource management, connectivity, user tracking and upgrading.•Also able to maintain and support laptops, phone system, copier, printers and fax machine. Strong understanding of WAN and networking principles.