In a world driven by technology, my passion lies in the seamless integration and management of IT services, ensuring that systems not only support but also enhance organizational goals. This philosophy has been the bedrock of my career, guiding me to innovate, streamline, and optimize IT Service Management processes across diverse sectors. My commitment to excellence and a collaborative approach has consistently resulted in robust, scalable IT environments that empower teams and drive business success.With extensive experience as a global IT Service Management professional, my expertise encompasses application modeling, project management, and configuration management. I specialize in the design, development, and implementation of business processes for the effective management of IT Service Management tools within the government, public, and private sectors. My proficiency in BMC Discovery, CMDB Configuration Management, and policy development for IT Service Management processes positions me as a key contributor to any IT operation seeking to enhance efficiency and data integrity.My career highlights include leading a team at TransUnion in administering and maintaining multiple tools supporting IT Service Management processes, successfully integrating mergers and acquisitions into BMC Discovery and CMDB, and significantly reducing costs associated with Legal and Regulatory functions through improved data quality and integrity. Additionally, my role in developing an onboarding process for Business Service & Application models at Walgreens, which ensured compliance with ownership, metadata, and regulatory data requirements, stands out as a testament to my ability to deliver tangible improvements in IT Service Management.I am driven by the goal of leveraging my extensive experience to assist organizations in achieving operational excellence through innovative IT Service Management solutions. My ambition is to collaborate with teams to develop and implement strategies that not only address current IT challenges but also anticipate future needs, ensuring sustainable growth and success. Let's connect to explore how I can bring value to your organization through strategic IT Service Management leadership and innovation.
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Senior It Asset ManagerCibc UsGlen Ellyn, Il, Us -
Senior It Asset ManagerCibc Us Jul 2024 - PresentChicago, Illinois, United States -
Global Enterprise Configuration ManagerTransunion Jul 2020 - Mar 2024Chicago, Illinois, United StatesAs 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. -
Software Asset And Configuration ManagerWalgreens Feb 2017 - Jul 2020Deerfield, IlIn 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. -
Senior Software Developer IiiVerio Jan 2015 - Nov 2016Boca Raton, FlIn 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. -
Itsm DeveloperSmi Telecoms Jul 2012 - Nov 2014Palm Harbor, FlDuring 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.
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Senior Software EngineerVerifone Systems, Inc Sep 2009 - Jun 2012Clearwater, Florida, United StatesIn 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. -
Remedy Support/AdministrationEnterprise Management Solutions Sep 2007 - May 2009Clearwater, Florida, United StatesIn 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.
Rob Flores Education Details
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Marketing, Finance And Economics
Frequently Asked Questions about Rob Flores
What company does Rob Flores work for?
Rob Flores works for Cibc Us
What is Rob Flores's role at the current company?
Rob Flores's current role is Senior IT Asset Manager.
What schools did Rob Flores attend?
Rob Flores attended Florida Southern College, Florida Southern College.
Who are Rob Flores's colleagues?
Rob Flores's colleagues are Caroline B, Luke Brossart, Renee Alexander, Moxi Soni, Émile Désy-Trépanier, Marwan K., Mehtab Singh Dhillon.
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Rob Flores
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Rob Flores
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