Focus on maturing process and applying industry best practices, consult with leadership and mentor MIM team, create, publish business and technical documentation, develop, and implement ITIL, ITSM, and six sigma framework/methodologies in support of business-critical efforts across Aflac’s worldwide enterprise environments and their business units. Develop and enhance foundational blueprint for Major Incidents and perform maturity model assessments. Offer expertise and leadership to matrixed technical teams, coach, and train MIM team members on ServiceNow (e.g., configuration management, Incident, problem and change, metrics, analytics, reporting, self-service provisioning and support desk, Knowledge and workflows integration, etc.), and industry best practices, lead, manage, and observe bridge lines and critical service calls to assist and provide maturity model assessments for future growth of incident, problem and change lifecycles to improve process implementation and delivery. Ensure all input required for the Problem Management process is documented and provide analysis of documentation and assess for improvements. Support Aflac’s worldwide enterprise environments, IT Support Services group, and entities. Ensure that incidents with potential or actual significant impact are dealt with promptly, efficiently, and with minimum disruption to the business or operations. Support IT Service Management processes (e.g., Event Management, Critical Incident & Problem and Change Management. etc.) Implement major incident management processes to include incident identification, ownership, escalation, and resolution. Collaborate with technical/non-technical staff achieving major incident resolution, utilizing standard practices to ensure that affected parties receive timely notifications and communication updates. Establish standards and procedures to maximize operations responses to major incidents and minimize service interruptions.

Oversee and examined the overall process for all major problems across the Kaiser Permanente enterprise, lead problem investigation efforts, and directed operations indicating clear roles and responsibilities. Coordinated and directed all facets of the problem management efforts, including bringing the right teams, tools, and information together. Delegated tasks and subtasks to other team members, identified and recognized underlying causes of incidents as well as identify the best method to eliminate the root cause. Organized and facilitated biweekly Problem Review Board meetings, collaborated with executives and senior leadership including subject matter experts/representatives from relevant areas to effectively review significant incidents, performed trend data analysis as well as examined risks from a proactive stance, and involved and contributed to the governance board. Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service efficiently.

Matured Incident and Problem management across the enterprise, harnessing ITSM best practices and ITIL framework through analysis, augmentation of the existing processes, and drafting new processes and procedures focusing on the prevention of incidents and diminishing impact. Oversight of Incident Management processes to restore normal service operation promptly to minimize the impact on business operations. Responsibilities included being: Point of Contact for all Major Incidents, Facilitate War Room/Command Center, Incident and Problem management joint Communicator with Operations, planning and coordinating all the activities, monitor, and report on processes, remediate deviations, own tickets that require a multi-team approach to resolve, performed trend analysis, monitored incidents to ensure Service Level Agreements were met, facilitate daily IT organizational meeting, represented IT at Hospital Safety Huddle. Focused and addressed incidents in real-time, prioritized core goals of the incident and problem management. Managed overall problem process: preventing problems and incidents from reoccurring. Facilitated Post Incident Review (PIR), eliminate recurring incidents, and minimize impact of incidents. Implemented reactive Problem Management, performed Root Cause Analysis, provide workarounds for known incidents, revamped the process of the Major Incident, and functioned as a Communicator to senior leadership and customers for Incident and Problem management. Owned Problems that required a multi-team approach, reviewed, and validate RCA on Problem records for closure. Established continuous process improvement (e.g., process, performance, activities, roles and responsibilities, policies, procedures, and supporting technology, etc.) were reviewed and enhanced. Notable accomplishment: addressed and cleared a four-year incident backlog.

Enterprise Problem Management

FlexIT (formerly Genoa USA)

- Project Management: Technical & Infrastructure, Waterfall, Six Sigma, DMAIC, ITIL, PMI, SDLC, ITSM, JIRA, MS Project, - Incident & Problem Management: ITSM, ITIL - Technology: Workstations, Servers: design, architecture & engineering, build out, relocations - Process Improvement: Six Sigma, - Strategic Consulting- Advising businesses on enterprise business structures, process, policies and governance.- Ergonomics: instruction & setup for prevention of repetitive strain injuries. - Competencies: Problem Solving/Analysis. Technical Capacity, Leadership, Thoroughness, Customer & Client Focus, Organizational Skills, Presentation skills

Appointment:11-6333-1, my appointment expired November 22,2015

Kforce Technical Staffing

IT Managed Services

Program Manager computing platform, supported 5 CTO groups and their various lines of business, international IT support & consulting. applied experience in the areas of Technology (Architecture, Engineering and Design, Development, LAN/WAN production support, Voice & Data/ Network Operations, ATM Network) , administration, Help Desk, Incident, Problem and Project management .

Consulting and technical services delivered to one of NCR’s global retail clients with an emphasis on analysis, field repair and maintenance of their POS and computing systems platform (NCR, Dell, HP, Lexmark, Compaq/HP).

Successfully completed corporate relocations, lead technicians and the logistics with the migrations/relocation of the client’s computing environments (servers, workstation, peripherals, voice and data Networks) and the build-out of Server Rooms/Farms and Network Operation Centers.

CA & NY Registered Tax Professional - CTEC:A158454 & PTIN:P00805146

Navy Cargo Handling Battalion FOURTEEN (NCHB14), Port Hueneme, California

Assigned to a forward deployed unit in Yokosuka Japan, USS Midway CV-41. Began on the flight deck then transferred to the Ship's Armory. Additional assignments: Midway Detachment, Flying Squad (shipboard Firefighting), Division Training Admin, Personal Reliability Program, Certs: Hydraulics, small arms, reach fork, conventional ordinance builds,