Rob Flores Email & Phone Number

Glen Ellyn, Il, Us

Glen Ellyn, Il, Us

Chicago, Illinois, United States

Chicago, Illinois, United States

As the Global Configuration Manager at TransUnion in Chicago from 2020 to 2024, I led a dynamic team responsible for the administration and maintenance of a suite of tools crucial to supporting IT Service Management processes. I provided strategic oversight for BMC Discovery, managing 50+ scanning appliances, an eight-member consolidator cluster, and two uControl appliances. Notably, I successfully orchestrated the seamless onboarding of mergers and acquisitions, including companies such as iovation, SRG, UK, Argus, Sontiq, and Neustar, into BMC Discovery, CMDB, and uControl. My proactive approach to developing and enforcing policies for audits related to Legal and Regulatory functions significantly reduced associated costs by ensuring data quality and integrity, thus mitigating fines, audits, and legal actions. Additionally, I played a pivotal role in designing and implementing an onboarding process for Business Service & Application models, ensuring strict compliance with ownership, metadata, and regulatory data requirements. Collaborating across various business groups, I contributed to the development of global standards and policies for Infrastructure, Applications, Metadata, and Service Management processes. Moreover, I collaborated with IPAM and Infosec teams to craft an effective IP address registration policy and designed policies to handle zero-day vulnerabilities, further reinforcing the organization's security posture. My leadership extended to providing high-level reviews of configuration management as a service, offering updates in monthly and quarterly meetings, and leading initiatives in Clean room and Out-of-Band device Discovery.

Deerfield, Il

In my role as ITSM Administrator/Senior Developer at Walgreens Co. in Deerfield, Illinois from 2017 to 2020, I played a pivotal role in optimizing and streamlining various aspects of ITSM and Configuration Management processes. In order to meet data quality and integrity standards I developed custom SQL queries that identified and facilitated the removal of over 1.7 million orphaned and soft-deleted Configuration Items (CIs). Through strategic initiatives, I successfully achieved a remarkable reduction in normalization failure rates from 70% to less than 0.0005%, and reconciliation failure rates from 75% to under 5%. Leveraging my expertise, I created custom normalization rules to enhance data accuracy and consistency against the product catalog. Additionally, I designed an automated reconciliation process that merged multiple datasets into a single golden dataset, significantly improving efficiency and data integrity. My involvement in a three-person team applying application modeling techniques to over 270 applications in the various business groups for Walgreens showcased my commitment to innovation. I also played a key role in reducing in-flight service requests and work orders by 93% through the design of custom SQL queries, resulting in a substantial decrease in the overall ticket count from over 270 to less than 20 within less than two weeks. My contribution extended to the design and establishment of a product catalog governance process, streamlining requests and minimizing old stale data, thus ensuring data quality and relevancy.

Boca Raton, Fl

In my role as an ITSM Senior Administrator/Senior Developer Verio Inc. in Boca Raton, Florida from 2015 to 2016, I demonstrated a comprehensive skill set in IT Service Management (ITSM). My responsibilities included performing administrative duties such as new user creation, custom group creation, role assignment, permission assignment, application of server and user licenses, and server configuration setup and modification. I efficiently loaded foundation data using various methods, including third-party integration plugins, importing flat files, and utilizing Atrium Integrator. I enhanced user authentication processes by seamlessly integrating LDAP connections to authenticate against Active Directory. Additionally, I played a crucial role in improving communication efficiency by installing and configuring the Email Engine, implementing a custom workflow to send emails based on group assignment. My contribution extended to providing valuable reports to business stakeholders via SQL queries and SSRS, facilitating informed decision-making. Moreover, I led a development effort for the complex conversion of Oracle to SQL database and an upgrade from ARS 7.6 to ARS 8.1, conducting in-place installations and ensuring zero data loss through meticulous data transfer methods. Documenting bug fixes and customizations for upload to Team Foundation Server showcased my commitment to version control and collaboration. My proactive approach also involved routine maintenance of the CMDB data, ensuring data integrity and enhancing the reliability of IT Service Management processes. My collaboration with various business units to gather requirements for the development of custom forms, filters, active links, escalations, guides, and web services significantly contributed to the enhancement of ITSM after the upgrade.

Palm Harbor, Fl

During my tenure as a BMC Remedy Application Administrator/Developer from 2012 to 2015, I played a crucial role in a dynamic development team dedicated to creating customizations for a custom application called OS3. My responsibilities involved the development of the OS3 application in various versions, including 7.6.04, 8.0, and 8.1 or Remedy ARS, showcasing my adaptability to different environments. I took charge of setting up and configuring ARS Server and ITSM suites for initial deployments, ensuring seamless implementation. My involvement extended to performing requirements gathering, planning, and implementation for numerous clients within the telecommunications industry. A key aspect of my role was designing tailored solutions, including custom forms, filters, active links, escalations, reporting, and dashboards, aligning with individual customer needs and requests. To enhance efficiency, I integrated ARS with IBM Tivoli Netcool/OMNibus Network Monitoring System, enabling automated ticket creation, updates, and closures—an initiative that significantly streamlined operations and improved response times.

Clearwater, Florida, United States

In my role as a Software Support Engineer II from 2009 to 2012, I provided advanced support solutions escalated from L1 and L2 for a diverse range of financial solution software and hardware terminals. Serving clients across various public and private sector businesses, as well as government agencies, I addressed complex issues to ensure the optimal performance of 10 distinct financial solutions. My responsibilities extended to assisting clients in the seamless execution of new installations, upgrades, and data migrations between databases, showcasing my expertise in troubleshooting and problem resolution. Additionally, I played a key role in enhancing operational efficiency by installing and configuring the BMC Remedy ITSM suite for virtual sandbox environments, contributing to streamlined testing and development processes within controlled settings. My commitment to delivering high-quality support solutions and facilitating smooth software implementations underscored my dedication to client satisfaction and technical excellence.

Clearwater, Florida, United States

In my role as a BMC Remedy Application Administrator/Developer from 2007 to 2009, I executed pivotal administrative and development tasks that played a crucial role in the seamless functioning of the BMC Preferred Partner Enterprise Management Solutions. I was responsible for a range of tasks, including new user creation, custom group creation, group assignment to users, custom role creation, role assignment to users, permission assignment, application of server and user licenses, and server configuration setup and modification. My expertise extended to providing Level 1 and 2 support for the BMC Preferred Partner, which served over 50 clients. This involved troubleshooting, resolving issues, and ensuring the smooth operation of BMC Remedy applications. My proactive approach and meticulous attention to detail contributed to the effective management of user access, licensing, and server configurations, thereby enhancing the overall performance of the Enterprise Management Solutions for numerous clients.

Marketing, Finance And Economics

Education record

Activities and Societies: Pi Kappa Phi