Infrastructure Manager, Director of Service Management, Manager of Service Management, Changer Manager, Configuration Manager, Manager of Service Support, Transition Manager, Director of Change Management, Infrastructure Director, Compliance Director, Com
Infrastructure Manager, Director of Service Management, Manager of Service Management, Changer Manager, Configuration Manager, Manager of Service Support, Transition Manager, Director of Change Management, Infrastructure Director, Compliance Director, Com
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Infrastructure Manager, Director of Service Management, Manager of Service Management, Changer Manager, Configuration Manager, Manager of Service Support, Transition Manager, Director of Change Management, Infrastructure Director, Compliance Director, Com
Copyright:
Attribution Non-Commercial (BY-NC)
Available Formats
Download as TXT, PDF, TXT or read online from Scribd
* Expertise in multiple IT frameworks and standards (CobiT,
ITIL, ISO/IEC 20000) * Certified ITIL Service Manager * Qualified ISO/IEC 20000 consultant * Experienced designer of regulatory compliance solutions for IT (SOX, PCI, SAS) * Delivery of standards-based IT Service Management (ITSM) solutions for global organizations * Sincere, direct, and forthright manager who is a frank and judicious decision maker * Articulate, assertive, and strong communicator comfort- able managing large global forums * Respected leader and subject matter expert for large cross-functional teams
*** PROFESSIONAL EXPERIENCE ***
BLACKROCK - San Francisco, CA 2009 to 2010
Vice President, IT Service Quality (Acquired Barclays Global Investors 12/09) * Integrated policy, process, and operational activities between legacy Barclays Global Investors and Blackrock service management operations.
BARCLAYS GLOBAL INVESTORS - San Francisco, CA 2007 to 2009
Principal, Global Head of Change & Configuration Management * Managed global change and configuration management team implementing measurable efficiency and effectiveness improvements. The change management process improved to greater than 99% effectiveness while managing increasing change volume and absorbing a 50% reduction in staff. * Managed several programs of work including implementation of improved change management platform, HP configuration management database (CMDB), and supporting operational processes providing global scale and alignment. * Designed and delivered regulatory compliance solutions to meet terms of OCC, SOX, US/UK SAS70, and FSA agreements & existing controls performance and testing requirements. All solutions met regulatory requirements and passed annual testing. * Defined and delivered segregation of duties process and tooling to monitor and report non-compliant developer access to production utilizing in-house technology to minimize cost and time to meet management agreed regulatory timelines. Solution met OCC requirements and remains in place delivering compliance in excess of 96%.
CHOICE HOTELS INTERNATIONAL - Phoenix, AZ 2004 to 2007
Manager, IS Controls & Compliance * Developed ITSM program strategy, governance model, strategic goals and objectives. Developed the business case, project budget, and led the vendor selection process for the ITSM strategic platform. * Implemented Change Management process for global IT infrastructure. Managed design and implementation of policy, process, tools, and metrics aligned with ITIL, ISO, and COBIT frameworks. Improved existing tools to meet Sarbanes-Oxley and PCI compliance requirements. * Managed Sarbanes-Oxley controls documentation and compliance audits. Served as the primary IT contact for all internal and external compliance testing. Facilitated onsite testing, maintained policy and process documentation, and status of open issues. * Implemented global IT policy and procedure framework delivering a key component to achieving continued Sarbanes-Oxley and PCI compliance and organizational process consistency.
FIDELITY INVESTMENTS - Marlboro, MA 2001 to 2004
Technical Infrastructure Supervisor * Implemented Service Desk, Incident, Problem, and Change Management processes for all pre-production environments. Created process flows, agreed maintenance windows, release policy and performance metrics. Created and delivered training programs, awareness campaigns, and communication plans to multiple business units across the firm. * Managed Service Desk function - managed incidents and problems for global mid-tier application environments. Escalated vertically and horizontally to minimize resolution time and unplanned service disruptions. * Secured, Managed, and Monitored the Infrastructure for all mid-tier pre-production environments. Implemented additional security for user and group management. Managed domain administration, capacity, availability, and service continuity efforts to meet existing and future business requirements. * Led cross-functional teams delivering multiple projects on time and budget. Provided planning, leadership, and coordination to deliver infrastructure and operating system upgrades, application consolidation, ESM implementation, and Service Management projects.
INTERLIANT CONSULTING - Boston, MA 1999 to 2001
Provided infrastructure, QA, and desktop support services * Motorola - configured and supported ATM network for DSL test lab including DSLAMs, ATM switches, and routers. Performed automated and manual testing, reporting, and problem resolution for soft-DSL modem program. * Lucent Technologies - provided service desk, desktop support, infrastructure services management (email, websites, security, access provisioning, and software delivery). * Arrow Point Communications - delivered desktop support and network administration services for web content switching pioneer from start-up to acquisition by Cisco Systems in 2000.
MAGNETIC DATA TECHNOLOGIES - Eden Prairie, MN 1998 to 1999
Project Manager * Managed ERP implementation project. Defined requirements, managed contingent development resources to deliver a user-friendly solution that met strategic objectives. Delivered training and support to management and staff.
*** EDUCATION AND PROFESSIONAL DEVELOPMENT ***
ISO/IEC 20000 Foundation 2008 ISO/IEC 20000 Professional: Management and Improvement 2008 ISO/IEC 20000 Professional: Support of IT Services 2008 ISO/IEC 20000 Professional: Alignment of IT & Business 2008 ITIL Service Manager 2007 ITIL Foundation 2007 ITIL Practitioner: Release & Control 2007 ISACA Implementing CobiT for IT Audit & Assurance 2006 ISACA Fundamentals of Business Intelligence 2005 ISACA Audit & Control of Business Intelligence 2005 ISACA Information Security Management 2005 ISACA Fundamentals of IT Auditing 2005 itSMF USA ISO/IEC 20000 Special Interest Group Board 2009 itSMF USA Arizona Local Interest Group Co-Chair 2007 State University of New York Bachelor of Science - Information Technology 2007