Mike Malone Email & Phone Number

Columbia, South Carolina

Greenbelt, Md

Serves as the ITSM and Training Lead and implemented Incident Management, Change Management, and Knowledge Management processes in the first year, along with Training over 400 people on ITSM topics. Responsible for working with the Cloud team in building, operationalizing, and providing ongoing oversight to the IT Service Management (ITSM) function of Information Services. The primary responsibility will be the leading the development of a Cloud-based Service delivery lifecycle. The individual will assist in the development of the processes and procedures to establish a large cloud service supporting Federal services. The Service Delivery life cycle is ITIL v3 based.  Leading IPTs Team Lead responsibilities for ITSM Developing ITSM roadmap Team Lead for training/eLearning initiatives Meeting with client on ITSM initiatives Developing ITSM artifacts (Guides, SOPs, KBAs, etc.) Provide ITSM guidance to infrastructure teams Promote the use of best practices (ITIL, ISO20000, Lean IT) Implemented Incident Management, Knowledge Management and Change Management processes Trained over 400 people at Census

Fort Meade, Maryland

Provide ITSM expertise to the Defense Information Systems Agency (DISA). This includes providing best practice guidance, performing Rapid Improvement Events, completing as-is process assessments, making to-be process recommendations, developing process documents, workflows, and use cases. Served as Program Manager from May 2015 to September 2015. Personally coordinated Global Service Desk activities for 38 Tier II sites globally. Activities performed in this role included conducting and tracking site assessments, developing and maintaining artifacts like SOPs, developing guidance and training artifacts, maintaining a project plan, providing training, developing FAQ’s and answering Service Desk and Kiosk (genius bar) questions Provided expert support and best practice guidance in service management and ITIL process implementation Conducted Rapid Improvement Events Performed as-is process assessments and developed to be recommendations  The architect of the Service Desk Kiosk (genius bar) and author of the Kiosk Startup Kit Created process artifacts like workflows, use cases, RACI models, Trend Analysis, Concept of Operations, Fishbone diagrams, SWOT analysis, etc. Conducted management briefings

Alexandria, Va

Provide expert support and guidance in service management and ITIL implementation; Review assessment results and analyses and recommends courses of action. Provides oversight and QA on project work and deliverables; Provide ITIL/ITSM executive overviews for federal staff for up to 20 participants; Perform ITSM tool assessments. Development of ITIL overview presentation containing materials to explain ITIL to senior management and IT staff personnel within a Federal organization etc. Serve as an Approved ITIL trainer conducting multiple ITIL certification courses. In less than one year provided some form of ITIL training to over 200 client staff.

Washington D.C. Metro Area

As Process Owner for two ITIL service management processes, I manage and provide oversight for the design, implementation, management, and continuous improvement of the processes. I serve as the advocate for the processes and exercise leadership in promoting awareness. I define the roles and responsibilities of stakeholders involved in the processes. I establish and apply metrics and key performance indicators to measure the accomplishment of process objectives and validate compliance with process guidelines. I functionally manage a cross-divisional workgroup comprised of over 30 members. I was responsible for leading the efforts to develop, implement and maintain NIH/CIT's first Service Catalog and centralized SLA template and agreement repository. Over 80 services and 500 agreements are managed by the SLM/SCM processes. I ensure that project management principles are followed when deliverables are required in support of the processes, and I maintain a comprehensive project plan covering all activities performed in support of both processes. I provide regular updates on the status of the SLM and SCM processes to senior management and staff at management meetings and Town Hall meetings. I maintain a SharePoint repository that serves as a document repository for team artifacts and as a service repository for all CIT services including active, retired, and pilot services. I also have final approval for all services that are published in the organization’s Service Catalog. I continually perform extensive research on industry trends to ensure that our Processes remain viable. I communicate the success of our organization’s initiatives at International IT Conferences and online Global Summits.

Washington D.C. Metro Area

I provided leadership and direction to a team of six Relationship Managers. I helped to expand the number of customers we supported and the size of the RM team during my tenure, and I instituted new processes and tools like an RM Web page, CRM wiki, RM Talking Points and Partner Focus Meetings which improved our visibility and value to the organization. I had to ensure that my team was up-to-date on all services our Center provided as well as the business need of our customers. We had to be the customer advocate for 26 different Institutes representing over 40,000 customers. I worked closely with the NIH Service Desk to ensure that all customer concerns were being addressed. Collateral duties included serving as the organization’s Section 508 Coordinator to help ensure that we were considering the needs of those with accessibility issues. I was responsible for reviewing and evaluating staff performance along with other supervisory duties including employee hiring, training, and performance improvement. I also had to manage the budget for the Section. I participated in long-range planning sessions for the organization.

Greater Boston Area

I served as Section Chief for a regional IT department that supported the North East region for Food Stamp and WIC programs. My duties included managing a staff of IT professionals responsible for maintaining the local area network, staff desktops and laptops, printers, and other peripheral devices. I managed the rollout of a new call tracking system and problem reporting process. I was responsible for coordinating IT support for satellite offices in six states. As the main IT contact for the North East Regional Office, I had to coordinate all changes with Headquarters and participate in yearly planning sessions with all regional offices. I was responsible for reviewing and evaluating staff performance along with other supervisory duties including employee hiring, training, and performance improvement. I also had to manage the budget for the Section. For the last year of my employment with USDA, in addition to my IT supervisory duties, I also served as Section Chief for the Finance Section responsible for auditing the food stamp program in six northeastern states. I supervised twelve additional employees in that role.

Parkersburg, West Virginia Area

I served as the Help Desk Manager supervising agents handling all calls for enterprise-wide IT issues into the Bureau. I also served as a shift supervisor over computer operations and production control with approximately 15 employees reporting to me. I was responsible for reviewing and evaluating staff performance along with other supervisory duties including employee hiring, training, and performance improvement. I also had to manage the budget for the Section. I also served as Command Center Coordinator responsible for ensuring that all facets of the Command Center (Network Operations, Console Operations, and Production Control) ran without incident, or escalated incidents as needed. Prior to being hired by USDA, I was an Assistant Branch Manager of Network Operations. I exercised administrative and technical direction over the day-to-day operation of the Branch. I was responsible for the supervision of 50 employees that were involved in technical and supervisory positions. I was responsible for the management of a Network Response Team, Automation Team, and Problem Tracking team.

Education, Computer Science

Education record