Michael Gonsiska Email & Phone Number

Independence, Ohio, Us

Areas of responsibilities:- Provide deployment leadership & guidance from planning through production hand-off of ServiceNow ITSM / ITOM module installation and configuration.- Administer workshops to guide clients through implementing and/or developing ITSM/ITOM processes, ServiceNow implementation, and operationalization.- Services deployment management to enable a wide range of ITSM/ITOM implementations and/or improvements.- Able to act as ServiceNow platform owner to ease transition, operational change and provide go-live support.My goal is how to deliver solutions for the client:- Focus on understanding & interpreting customer services needs and problems- Architect a concise, focused solution to address and position customer for success - Lead collaboration with between teams to design an approach- Collect and validate requirements and acceptance criteria- Drive an iterative deployment framework to deliver successful resultsAreas of knowledge/skills:- CMDB, ServiceNow, Scrum, Agile, ITIL, ITSM, ITOM, Asset Management, Infrastructure, Cloud, SaaS

Dublin, Oh, Us

• Senior leader on an M&A program team that partnered with Solutions Owners using via data collection, validity & analytics to prepare for application integration & cutover workstreams.• Provided detailed M&A application data analytics to IT Finance Teams so existing financial processes could support the integration of a newly acquired business.• Developed & publicized team metrics that relay successes, benefits & risks to senior leadership.Used in this role: MS Access, MS Office tools, reporting to stakeholders, strong interpersonal communications, self-driven time tables, high level of accountability with minimal oversight needed.

Dublin, Oh, Us

• Managed a team of ITSM developers to support CMDB (Configuration Management Database), Infrastructure Automation & Historical Reporting and Internal Infrastructure Financial Process Management & Reporting on ServiceNow and homegrown platforms.• Experienced in Agile framework; led team in 2-week Scrum Sprints & Daily Stand-ups.• Provided innovation to utilize our CMDB data to delivery insights to enterprise teams focused on theinventory & relationships of hardware and applications in Cardinal Health’s environment.• Accountable for the governance, population, validity & maintenance of CI data; ensuring the processes that relied on it (Incident, Change, Problem Management) produced reliable, current data.• Worked with clients to determine reporting & automation needs and oversaw the development of solutions to provide teams with critical capacity, performance or critical alert response needs.• Governance of internal process in ServiceNow to collect funds to procure infrastructure capacityreplenishment and provide reporting to Infrastructure, Project Management and Portfolio leadership teams.Used in this role: ServiceNow, CMDB, ITSM, ITIL, Agile, Scrum Leadership, Team Leadership, Mentoring, Resource Allocation, Demand Management, Process Improvement, Project Execution, Financial Reporting, Infrastructure Automation.

Dublin, Oh, Us

• Managed a team of Network Engineers in multiple corporate data centers and business locations.• Oversaw administration & troubleshooting of enterprise wide network security policies and updates to corporate firewall, load balancers and VPN landscapes.• Partnered with peer IT Security, Infrastructure, external vendor and Project Management teams to ensure implementation of network and security deployments.• Guided network-based project portfolios, budgets and timelines.Used in this role: Firewall, Load Balancing, Network Infrastructure, Team Leadership, Mentoring, Resource Allocation, Demand Management, Process Improvement, Kaizen, Project Execution, Labor Forecasting, Critical Service Incident Support, Tech Refresh Deployment, RFP/Next Generation Technology Development & Deployment, Vendor Relationship.

Dublin, Oh, Us

• Managed a team consisting of 3FTEs and 30+ managers (i.e. Client Aligned Team Leads) dedicated to improving the relationship between EIT Shared Services and critical application organizations. The goal was to improve the services Enterprise IT offered to the business clients and customers.• Lead several short SWAT or Scrum efforts to deploy quick resolutions to critical support issues.• Pioneered the Client Aligned model; making senior leadership’s vision of stronger relationships between organizations and strengthening business intimacy for EIT Shared Services a reality and success.• Motivated Client Aligned Team Leads to build a sense of community within Shared Services through town hall meetings, work group session or one on one discussions, along with regular updates to senior leaders.Used in this role: Client Relationships, ServiceNow, CMDB, ITSM, ITIL, Team Leadership, Mentoring, reporting to senior leadership, developing strong relationships & trust, high levels of accountability, self-starting a new program, providing functional framework to fit leadership vision.

Dublin, Oh, Us

• Managed team of Enterprise Storage Engineers in multiple corporate data centers.• Accountable the management & uptime of a NAS & SAN storage environment in two domestic corporate data centers, international facilities and enterprise-wide business unit distribution centers.• Ensured team operated at or below budget, met project timelines and upheld operational service levels.• Managed team member’s workload, vendor relationships and administer day-to-day operations of team.Used in this role: Team Leadership, Team Reorganization / Improvements, Mentoring, Change Management, Portfolio Management, Labor Forecasting, Demand Management, SAN, NAS, Fibre Channel, Archive, Project Execution, Critical Service Incident Support, Tech Refresh Deployment, RFP/Next Generation Technology Development & Deployment, Vendor Relationship.

Dublin, Oh, Us

• Managed team of Enterprise Storage Engineers in multiple corporate data centers.• Oversaw operations of Enterprise Storage environment consisting of IBM, HP and Brocade hardware.• Supervised team members’ workload and administer day-to-day operations of team.Used in this role: Team Leadership, Team Reorganization / Improvements, Mentoring, Change Management, Demand Management, SAN, Fibre Channel, Critical Service Incident Support, Vendor Relationship.

Dublin, Oh, Us

• Managed team of iSeries System Engineers in multiple corporate data centers.• Ensured systems were available for critical business functions through process improvement, engineer oversight and workload scheduling.• Addressed critical issues in timely manner with minimal impact to client.• Provided support to projects and tech refresh initiatives to support a sound build-to-run transition.• Continued hands-on support of platform involving on-call and ownership of support issues.Used in this role: Team Leadership, Mentoring, Change Management, Demand Management, iSeries, O/S patching & upgrade, Third Party Software support, Service Incident Support, Vendor Relationship.

Dublin, Oh, Us

• Promoted to Senior System Engineer in October 2002.• iSeries system support; focus on supporting system communications and networking & 3rd party software.• Senior member of team, relied upon to assist in key issues, maintain and support critical iSeries environment and lead software upgrade and/or deployments to platform.• A Cardinal Health representative for IBM LUG (Large User Group) which interacted with IBM on current system issues and future direction of the iSeries platform.Used in this role: CL Programming/scripting, iSeries, TCP/IP support, O/S patching & upgrade, Third Party Software support, Service Incident Support.

- iSeries system administrator; maintaining system security, system configuration and user maintenance.- Responsible for installing and/or upgrading all system applications and operating system (OS/400), in addition to maintaining and installing current PTF’s.- Responsible for ensuring vital system information is saved via tape back-ups.- Maintain and forecast system activity using BEST1 Visualizer products.Responsible for installing, upgrading and maintaining third party software on iSeries.Configure and modify system network protocols on iSeries; TCP/IP and Token Ring.

- Responsible for upgrading and maintaining company owned personal computers.- Assisted in administration of LAN and in upgrade projects of LAN hardware and software.

- Responsible for trouble shooting and assisting customers with problems over the phone and accurate tracking of problem logging and resolutions.- Lead a weekly meeting that reviews past problems and future changes occurring throughout our systems.

- Responsible for monitoring system and daily batch, trouble shooting any problems that may arise.