Rick Setlock Email & Phone Number

Newbury, Berkshire, Gb

• Senior ITSM Manager that defined the strategic direction of an ITIL-based, enterprise-level ITSM, encompassing change management, service management, incident management, knowledge base, and problem management.• Coordinated the ITSM rollout to 17,000 end users across North America, Europe & Asia• Delivered guidance and articulated best practices as subject-matter expert (SME) for all ITSM applications • Served as the primary point of contact for all client related issues• Exceeded customer expectations which lead to a 4 year consulting engagement

Us

• Senior ITSM Manager supporting 7500 users across North America and Europe • Chief Architect for all all applications within the enterprise ITSM • ITSM applications include Change, Incident, Problem, Release and Service Management • Change Management leader and Process Owner/SME• Responsible for all vendor management and budget activities related to the ITSM

San Jose, Ca, Us

• Senior ITSM Manager supporting 7500 users across North America and Europe • Chief Architect for all all applications within the enterprise ITSM • ITSM applications include Change, Incident, Problem, Release and Service Management • Change Management leader and Process Owner/SME• Responsible for all vendor management and budget activities related to the ITSM

• Senior Change Manager leading a team of 8 systems professionals • Implemented a completely new set of Change Management policies/procedures that greatly improved the management and tracking, of the 10,000+ changes implemented each year. • Established a new Release Management function that was responsible for scheduling and tracking all AS400 related work from development to production deployment.• Responsible for implementing and enforcing Sarbanes Oxley requirements as dictated by Internal Audit.

Princeton, Nj, Us

Established a completely new organization chartered with improving the overall quality of the software development effort. Group responsibilities included design/development of an enterprise level workflow tool, Change Management, Software Configuration Management, Build Management, and Mainframe Migration Management.

New York, Ny, Us

Set strategic direction for a team of 25+ systems professionals that engaged in the following activities: Change Management, Software Configuration Management, & Data Sourcing. All efforts were in support of the Trusted Global Advisory (TGA), Merrill Lynch Online (MLOL) and Merrill Lynch Direct (MLD) initiatives. TGA was a large scale initiative that focused on the complete redesign of the suite of applications used by Merrill Lynch’s 22,000 financial consultants. MLOL was Merrill Lynch’s first web based offering to retail clients. MLD was Merrill Lynch’s initial online trading product that was launched in December 1999.

Global, Us

Provided consulting services for numerous industry leading organizations that included: Mercedes Benz, Johnson & Johnson, Panasonic, and Best Foods. Primary responsibilities included analyzing, designing, coding and implementing applications using COBOL, CICS, and DB2 technologies.