Steve Moore Email & Phone Number

Riyadh, Ar Riyad, Sa

Independent ITSM Consultant

Dublin, California, Us

Responsible for end-to-end Client management, RFP, SOW, Budgeting, Program Mgt., Project Mgt. Fortune 100 client experience. Brought on board to drive the scope, schedule, budget, implementation, client mgt, and future business opportunities for Fortune 500 company˃ Implemented 3-person Vulnerability Mgt. team, new processes and KPI’s which reduced number of vulnerabilities by 40%˃ Managed multi-workstream Power BI project to develop and re-factor over 300 dashboards, which improved leadership’s ability to make decisions˃ Hired and managed 3 new roles: Cyber Theat Intelligence, Incident Response, Remediation Manager for services at client, which significantly improved client’s security posture over 6 months ˃ Implemented ServiceNow ITSM/ITOM/CMBD and Discovery for over 50k endpoints and servicing over 30k employees for large retail organization˃ Developed multiple new SOW’s and RFP for client for future business opportunities˃ Managed 5 projects at one time, keeping all on time and within budget, ensuring projects are completed according to agreed upon plan, as well as identify risks and issues˃ Reporting and delivering overall messaging of status/issues to key internal/ external partners and clients. Provide program dashboard; execution reports; top program/account risks & issues

Irving, Tx, Us

Sponsoring organization for local Boy Scout Troop

Charlotte, North Carolina, Us

Brought on board to drive the execution of the company’s ITSM roadmap˃ Documented Incident, Change, Request and Problem Mgt. processes and runbooks—based on ITIL methodologies, revamped, and managing CAB (Change Advisory Board) for IT˃ Documented 400 plus Application Portfolio and escalation processes to improve Incident response/restoration˃ Implemented BMC Remedy Helix SaaS environment (with 3rd party integrator) for company˃ Implemented Tanium vulnerability mgt. tool across 3k plus servers, plus SOP’s˃ Managed 4 projects at one time, keeping all on time and within budget

Farmers Branch, Texas, Us

I joined Scout & Cellar to execute the company’s technology roadmap. With a team of 5 reporting to me, I was responsible for leading technology operations and strategy for 65 cloud-based applications across 2 office and warehouse locations.˃ Executed on an integrated technology roadmap that included multiple service consolidations and led to a 50% execution improvement.˃ Increased application reliability and development quality to 99%+.˃ Initiated the transition to automation for 10 targeted applications and integrations.

Irving, Tx, Us

In this role I was responsible for the oversight and management of the largest group in the IT department (System engineering, Level-4 application support and release management, disaster recovery, network, security, and NOC operations) across multiple data centers and office locations.˃ By driving the execution of the company’s technology roadmap and integration strategy, I was able to negotiate new contracts with vendors, generate over $1M in realized savings, and lead new corporate office technology implementations.˃ Initiated and led a project for moving 25 systems and ten applications to MS Azure Cloud.˃ Coordinated and led new corporate office technology implementations that impacted 600 employees with new networking and server technologies that included MS Teams video conferencing, contact center voice, and Office 365 collaboration technologies.

Dallas, Tx, Us

In this role I led and managed technology operations and strategy for system engineering, Level-4 application support/release, disaster recovery, NOC operations, an outsourced data center and like-service providers in servicing and 300+ servers distributed across co-location data centers. ˃ Through change management and ITSM/SDLC best practices, I improved application reliability to 99%.˃ Successfully executed technology roadmap and PMO integration for improved tracking and execution of 45 applications

Dallas, Tx, Us

During my tenure at Santander, I directed the planning and execution of technology and operations strategy for system engineering, data transfer, Level-4 application support/release, disaster recovery, NOC operations, and outsourced data center/providers that serviced 1,200+ servers.˃ Implemented double-digit reductions in vendor costs.˃ Promoted over 30% of team ˃ Maintained consistent CSAT scores of 90%.˃ Participated in ITSM (ServiceNow) implementation for improved request and response tracking.˃ Led integration of 5 applications and multiple network points after a parent company merger.

Irving, Texas, Us

In this role reporting to the CTO, I led a team of 20 highly technical professionals in Data Engineering, ETL, Quality Assurance, .Net development, DBA, System Administration, desktop support, and outsourced data center and technology strategy. ˃ Implementing ITSM service management best practices that slashed the impact of IT changes companywide by 50%˃ Initiated and led new Change Management practices ˃ Led migration of 20 applications to Cloud services

Chicago, Illinois, Us

As Director of Technology Operations, I provided leadership, direction, and governance over technology strategy and management across six office locations and data centers, global service desk, desktop, local/wide area network, storage, DBA, server infrastructure, engineering, telecom, and information security functions and staff. ˃ Led 25% reduction in CAPEX spend.˃ Led 40% customer satisfaction improvement.˃ Implemented ITIL/ITSM best practices that improved customer response times and provided a unified request system for complaint management and CSAT reporting.˃ Orchestrated and executed technology relocation for two office moves and two mergers and acquisitions that consolidated an on-premises data center into a scalable and reliable offsite location.

Us

Responsible for the tactical and strategic program management for the DFW HDI Chapter. This includes working with dynamic speakers, local and national vendors, as well as coordination of each event. Our goal is to provide relevant industry information to our membership, training, and the opportunity to network among peer colleagues for the success and betterment of the technical support industry.

Irving, Texas, Us

˃ Established Strategic Architecture for multiple areas to include data centers˃ Implemented ITIL/ITSM best practices (Incident, Problem, Change, Capacity, Release)˃ Unified vendor mgt. through resource insource/outsource, cost estimates & benchmarking˃ Improved SaaS/IaaS, virtual desktops, and end user mobility˃ Implemented scorecards to measure business value, cost mgt., customer satisfaction/quality, and a high performance culture

Irving, Texas, Us

Global responsibility for 3 global data centers, physical and virtual servers, storage, LAN/WAN products and personnel development of architects, network admin support teams in Dallas, Mexico, Germany, Hungary, and China˃ Strategic Planning & management of 15 million budget˃ Implementation of service strategy˃ Leadership of ITIL-ITSM projects

Addison, Tx, Us

Responsible for Global E-Commerce Infrastructure, Change Management, Virtualization, and Deployment˃ Incorporated best practices of service delivery, system management, disaster recovery, and high availability to critical forward facing applications for 1.8 million plus consultants

Bracknell, Berkshire, Gb

In this position, I was part of an elite group of people who manage the DFW itSMF chapter of itSMF USA. We have approximately 275 active members and my duties include day to day operations, budgeting, meeting management, and communications. This chapter and team has provided the opportunity for all ITSM professionals in the DFW area to come together to hear great speakers, discuss best practices, and be a part of the ITSM community.

˃ Leadership: coordination of multiple outsourced companies for software development, interactive marketing, e-commerce roll outs, service compliance, SaaS programs, Data Center Management, web hosting, desktop, helpdesk, telecommunications, conferencing, LAN/WAN and remote office support˃ IT Service Management Program: implemented global Incident, Change, Problem, and Asset program enabling global IT staff to support rapid expanding growth. Received industry recognition on speed & effectiveness of solution. Reduced outages by 50% in less than 6 months, increased application availability and service delivery to 99.8%˃ VOIP: coordinated/led project from Dallas to Moscow, saving the company upwards of 50K per year in telecom costs.˃ Network Upgrade--implemented 10 country and 2 data center MPLS project in less than 8 months

Addison, Tx, Us

As ESM (Enterprise Service Management) Leader, I was responsible for global monitoring tools and best practices, incident, problem and change mgt. tools and best practices as well as enterprise scheduling. ˃ Led staff of 8 and all applications for system/application monitoring, incident/problem, change, and asset management, as well as scheduling from multiple best of breed applications, to include NetIQ App Manager, NetIQ Performance Profiler, Remedy ARS (Help Desk, Change, and Asset), Micromuse Netcool, Orion Solar Winds, and BMC Control M˃ Consolidated multiple tools across the world, implemented standardized processes on how to react to issues, as well able to save the company in upwards of 400K in cost savings. ˃ Facilitated ITIL training and best practices for 50 people in IT department.˃ Reduced admin and software costs by $400K. ˃ Served as enterprise Change and Incident Mgt. coordinator for all infrastructure changes.˃ Increased overall IT Uptime to above 99% through monitoring/escalations and change mgt. standards that were put in place.

Addison, Tx, Us

˃ Leadership and support for the Enterprise Messaging Systems (Exchange/OWA) team and also the Windows NT/2000 infrastructure group; serving a triple role for 2 different teams. ˃ Fundamental knowledge of DNS, SMS, UNIX, Cisco LAN/WAN, TCP/IP, VOIP, F5 load balancing, IVR systems, SQL/Oracle, server builds, and various other systems type tools. ˃ NT/Windows; -leader for Y2K efforts, integral part of 200% expansion in system capacity

Bachelor Of Arts (B.A.), History, Restaurant Hotel Mgt.

Mba, Masters Of Business Administration