Tom Collins Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

- ITIL Configuration Management Process Owner- ITOM- ITIL Governance Owner

United States

Trustee of the Regional School Board. Jurisdiction over school boards in Kendall & Grundy and parts of Kane & Will counties. Elected to a six year term (end 2029)

Oswego, Illinois

Appointed as a Commissioner for the Planning & Zoning Commission (PZC). This commission was created to provide the President and Village Board of Trustees with guidance and direction on matters respecting land uses, planning, and zoning within the Village and outside the corporate limits of the Village within the Village’s one and one-half mile jurisdiction.

Chicago, Illinois, United States

- ITIL Process Owner- ITOM- ITIL Governance Owner

Providing computer and networking support to individuals as well as small to mid size companies utilizing my expertise in computer networks and server administration.

Lincolnshire, Illinois

Responsible for leading the implementation of Service Asset & Configuration Management in Enterprise Shared Services

Infrastructure Architect & ITIL SACM Implimentations

Provided hands-on technical expertise to implement Problem Management in support of Enterprise Service Management processes (Incident, Problem, and Change), using ITIL methodologies.Held responsibility for the following:- Teamed to define Problem Management policies for Walgreens and facilitate process adherence. Provided root cause analysis for incidents (Network, Application, DB, Storage, Job, etc.) and provided trend and data analysis for proactive Problem Management. Worked closely with infrastructure support teams to determine severity of problems, and where applicable, reduced future incidents.

Provided hands-on technical expertise to implement Configuration Management in support of Enterprise Service Management processes (Incident, Problem, and change), using ITIL methodologies. Held responsibility for the following:Configuration Management: • Guidelines for what constitute a Configuration Item (CI). • Multiple Processes for Authorization, Management, Audit, and Decommissioning of CIs. • Architecture for developing Service Models in support of TransUnion Business units. • Close collaboration with the Change Manager, in support of the Change Process—to facilitate planned changes, and decrease risk to the environment.Incident and Problem Management: Teamed to define Incident and Problem Management policies for TransUnion and facilitate process adherence. Assisted to provide root cause analysis for outages and provide trend and data analysis for proactive Problem Management.Change Management: Teamed to define Change Management policies for TransUnion. Supply risk analysis and change authorization services via 2nd generation Change Management. Team facilitates CAB procedures and change documentation.Monitoring Implementation: Integrated with CA NSM Systems for monitoring TransUnion’s enterprise. Integrated with ticketing system to drive visibility, escalations and provide trending data. Integrated other tools to provide a single pane of glass. Application Support: Provided administration and support of Service Management tools. Integrated various CA tools (Service Desk, CMDB, Cohesion, Spectrum, and eHealth), as well as third-party tools in support of configuration management objectives.− Worked with Project Management to bring the CA r11 Service Desk/CMDB upgrade project to a successful conclusion with minimal downtime and reduced cost.− Speak at industry/customer engagements regarding success stories and experiences with implementation of ITSM toolsets.

Provided hands-on technical instruction for internal engineers and telecommunications clients on UTSI (UTStarcom Inc.) products and solutions–pre and post-release. Held responsibility for developing and delivering training of the following products:• mSwitch Softswitch (class 4/5 switch replacement)• Implicity Voicemail solution• GEPON FTTx technology (Passive Optical Networking)• IPDSLAM (IP Digital Subscriber Line Access Multiplexer)• Personal Handy-phone System (PHS)− Developed process methodologies for curriculum development, training delivery, and equipment usage to ensure all product topics thoroughly covered. Processes became ISO standards.− Held responsibility for Project management and technical accuracy of courses delivered and developed.− Worked with all product/Project stakeholders to provide comprehensive training curricula for each product.− Awarded GS&SI Outstanding Service Employee award for work supporting PLDT (Philippine Long Distance Telephone Company) in their deployment of the mSwitch Softswitch platform.

Provided technical instruction for School District staff and teachers on functions of PowerSchool SIS and PowerGrade all around the USA. Training included overviews of software and initial training for PowerSchool Server and PowerGrade. Answered questions regarding software functionality and helped schools with their transition to the new system. Received highest score (99.9%) on product certification exam.

Provided technical and sales instruction for telecommunications sales staff on data products and services offered to customers. Included training for technical overviews of technology and sales techniques for successful completion of sales opportunities. Contract ended when all contracts were canceled due to cost-cutting measures.Technologies and topics delivered in classes:- VPN, ATM, SONET, MON, Frame Relay, DSL, Digital Hierarchy, ISDN (BRI, PRI), T1- Consultative Selling, Uncovering Opportunities, Closing the Deal

Provided hands-on technical instruction for telecommunications clients and lead engineers on CommWorks Corporation’s “Total Control” family of products and solutions, all pre-release and post-release. Supported 3Com/CommWorks Corporation engineers, network consultants, and technical sales representatives.Core technologies delivered in “Total Control” classes:• H.323 and SIP VoIP and SS7 Telecommunications implementations. Designed working VoIP and SS7 laboratory to equip 12 students with hands-on configuration, management, and troubleshooting experience.• Remote Access Dial platform: T1, E1, PRI, BRI, Modem Pools, NAS, RADIUS (Security and Accounting), VPN, Multiple Routing Protocols, IP Terminal services, Transaction services, Frame Relay, Ethernet, Token Ring, and AppleTalk.− Ranked the highest-rated trainer for quality and customer satisfaction.− Developed process methodologies for curriculum development, training delivery, and equipment usage to ensure all product topics were thoroughly covered—processes became ISO standards.− Held responsibility for Project management and technical accuracy of courses delivered, and interfaced regularly with Research and Development during product development process.− Cultivated and worked closely with training developers, during the development process of course materials.− Repertoire of clients trained included: MCI WorldCom, Verizon Wireless, Sprint PCS, IBM, Bell Atlantic, Bell Atlantic Mobile, AT&T, Motorola, America Online, and CompuServe.

- Recruited (by name) based on needs of recently acquired client, Hewitt Associates, LLC.- On-site Head of Macintosh support (Hardware/Software/Network; Maintained Macintosh client/server system for an install base of over 100 users, in 30 states, and 32 countries.- Managed projects including software/hardware rollouts, Network upgrades, and training initiatives.- Managed other tasks, including: troubleshooting Operating Systems (Mac OS, Windows, and DOS), Networks (Ethernet, Token Ring, and AppleTalk), Hardware, Software; Network Maintenance, Maintaining Backup Systems, Evaluation of new technologies, and hardware and software recommendations. - Worked closely with various vendors to provide clients with appropriate solutions for their needs.

B.A, Engineering Technology

Activities and Societies: Northern Star Newspaper, Huskie Marching Band, Student Government, NIU Theater, Campus Activities Board (CAB)

Itil V3 Foundation, Itil V3 Foundation

Oracle 9I

Veritas Administration