Jon M. Azevedo Email & Phone Number

Houston, Texas, Us

Mumbai, Maharashtra, In

I orchestrate a variety of business/IT Service Management transitions, transformation and ServiceNow initiatives for clients in the Banking, Insurance, Financial Services, Retail, Manufacturing and Pharmacy sectors and lead maturity assessments, providing advice and guidance as an ITSM/ITIL Process expert by leveraging a continuous improvement mindset to achieve targets and exceed expectations. Some of my key contributions to date include the following: ♦ Managing the transition and transformation of a large global pharmacy corporation to a managed service model to help reduce cost and transform the delivery of Service Management Processes. ♦ Driving an ITIL Service Management process evaluation for a manufacturing client to help identify current maturity levels for core SM processes, and provide guidance on actions necessary to mature.♦ Collaborated with a Financial/Insurance client to design and implement key processes and procedures as part of the overall change management framework. ♦ Developed a robust customer impact analysis before preparing a business case for executive approval.♦ Created key organization strategies encompassing areas such as training, communications, governance, leadership and alignment.♦ Overhauled a retail client’s Service Management Model to upgrade and enhance their incident management, problem management, and change management capabilities. ♦ Acted as Director of Change, Configuration, Release Management, Service Level Reporting, and Audit for Sears Holdings (see role below) having moved from direct employee to consultant status.

Chicago, Il, Us

In this role, I spearheaded ITSM Service Transition Processes with responsibility for Change, Release, Configuration Management, Service Level Reporting and Quality Audit operations in line with best practice standards. Some of my accomplishments included the following: ♦ Played a key role in planning and executing enterprise-wide deployment of Service Now.♦ Designed and deployed the change management framework including policy development, strategic planning, performance management, testing, and training. ♦ Established the IT Change and Release Management Team (onshore/offshore resources) and provided leadership for a wide variety of complex project initiatives. ♦ Led the Configuration Management team including establishment of critical processes and procedures including all aspects of the lifecycle.♦ Ensured that Quality Audit accurately measured the effectiveness of execution and compliance with ITSM process standards.♦ Provided leadership for the Service Level Reporting Team enabling open communication with ITSM process owners to define QA metrics and track performance and identify trends and insights.♦ Prepared and presented management information reports including areas such as incident management, problem resolution, change management, configuration, and continuous improvement.♦ Created and disseminated organizational policies and protocols including service level objectives, on-call procedures, tool procedures, risk assessment metrics, and training guides.♦ Utilized outstanding cross-functional skills and interpersonal awareness to host change management Q&A sessions to achieve buy-in from end users, gather requirements, and elicit feedback. ♦ Achieved two CIO Direct Awards for exceptional contributions including teamwork and the planning and execution of major company-wide transformation projects.♦ Designed and rolled out change management metrics and KPI’s while tracking results to produce detailed trend analysis reports.

London, England, Gb

I executed change management processes and procedures in line with ITIL standards including weekly Change Advisory Board Meetings, management reporting, program scheduling, and stakeholder communication. Some of my achievements included the following: ♦ Worked closely with staff members to review and update Business Objects reports for Change Management while working closely with external audit partners (PwC) to provide necessary information.♦ Successfully rolled out the Problem Management process across all IT staff based in the US and UK.♦ Maintained Change and Problem Management documentation as part of the overall Service Transformation Enablement process and played a key role in hiring and training new team members.♦ Collaborated with the CIO to overhaul an antiquated major problem review process by transitioning the business from a legacy system (PowerPoint) to an innovate new SharePoint based solution.

Austin, Tx, Us

In this role, I was tasked with restructuring and implementing best practice (ITIL) Change Management framework including the establishment of processes and procedures while training staff members to ensure consistency. Some contributions included:♦ Managed all aspects of daily change activities including CAB and Operations Micro strategy meetings.♦ Designed the end-to-end Problem Management framework including the creation of an the Problem Management intranet Wiki.♦ Revamped the data gathering process to improve quality throughout the incident management system.♦ Developed and disseminated a weekly dashboard including key performance metrics (KPI’s).♦ Created and managed the bimonthly Release and Deployment maintenance schedule and activities.

Miami, Florida, Us

I developed and implemented a robust and scalable Change Management framework while holding management oversight for review, communication, and coordination of all IT transformation activities. Achievements included: ♦ Held oversight and accountability for the access control list at all secured Data Centers.♦ Coordinated daily and weekly change and transformation meetings to discuss and resolve issues.♦ Developed a Change Management web portal to facilitate open stakeholder communication.♦ Carried out a variety of special projects focused around server optimization and Data Center audit.

San Jose, Ca, Us

I evaluated daily IT Change Management requests prior to approval (1650+ requests per month) and successfully implemented an auto-approval process to drive efficiency and effectiveness. Accomplishments included: ♦ Collaborated with the Cisco Customer Care change review board and the Enterprise Resource Planning Change review board as a trusted advisor and subject matter expert.♦ Liaised with IT Infrastructure teams to provide feedback and report on the impact of change initiatives.♦ Prepared and presented the annual Change Management Fiscal Year End status report at the Global Operations Summit to inform senior leaders across the business.

San Francisco, California, Us

I carried out a range of technical services including Unix system administration, troubleshooting, performance tuning, capacity planning, Y2K preparation, installation/configuration, and upgrades. Responsibilities included: ♦ Successfully created and implemented disaster recovery and business continuity plans.♦ Managed the installation, configuration, and ongoing support for software and hardware application including Autosys, NDM, DNS, TCP/IP, Reel Backup, Reel Librarian, NTP, Auto Password Update, Enterprise Change Management, Remedy problem reporting, EMC Enterprise-level disk solutions, EMC Powerpath, and TSReorg.

Bachelor Of Computer Information Systems, Computer And Information Sciences And Support Services

Masters Certificate In Project Management