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EDUCATION
UNIVERSITY
OF DENVER , Denver , Colorado
AFFILIATIONS
Download Resume Format
SUMMARY
A
results-oriented, analytical and creative individual who has twenty years of
business and information technology experience with comprehensive expertise in
change management, process improvement, technical project management, business
process reengineering, and organizational development. A certified ITIL practitioner and Six Sigma
Green Belt, with hands-on experience in driving and leading ITSM process
improvement projects, has a record of proactive partnering with all levels of business
to ensure the efficient and effective use of information technology to enable
organizations in the realization of their goals while managing risks.
EXPERIENCE
ieSolutions Vancouver ,
Washington
Change Manager, System Operations
6/09-Present
Compliance, Change and Configuration Management
consultant for the Bonneville Power Administration (BPAs) System Operations
group which provides planning, analysis, engineering, design, project
management and maintenance support for information systems within the Control Center
Established and documented a process of change
control and configuration management for adding, modifying, replacing, or
moving Critical Cyber Asset hardware or software, and implement supporting
configuration management activities to identify, control and document all
entity or vendor-related changes to hardware and software components of
Critical Cyber Assets pursuant to the change control process. This included: conducting gap analysis;
developing policies, processes, and procedures to support NERC Mandatory
Reliability standards CIP 002-009 and DOE NIST/FISMA security requirements;
defining roles and responsibilities; assessing critical cultural
considerations; creating an awareness campaign; conducting process
workshops/training; determining key performance indicators; administrating
Sunview’s ChangeGear tool and conducting the post implementation audit.
- Ensures the change management
process is fit-for-purpose, effective, efficient, and supports the NERC
annual certification process.
- Chairs the Control Center
Service Management steering committee which provides guidance and
direction for the strategy, design, transition, support and continuous
improvement of service management in the
- Developed and automated a patch
management process for tracking, evaluating, testing, and installing
applicable cyber security software patches for all Cyber Assets within the
Electronic Security Perimeter(s).
PROBUILD
Denver , Colorado
Change Manager 1/08-1/09
Developed, documented and implemented ITIL-based
Change & Release Management processes for IT Operations. Responsible for
the quality of all Requests for Change (RFC) which included validation of the major
components such as implementation plans, test plans, back-out/remediation
plans, scheduled dates and proper approval.
Facilitated communication to ensure changes were implemented according
to schedule with system integrity and availability maintained. Provided senior management with Change and
Incident metrics to assess performance and assist in prescribing courses of
action. Identified current level of ITIL
awareness with the organization and created a training program to increase
awareness and acceptance of the ITIL framework.
· Within a “Greenfield
· Developed policies, processes, and procedures to be
used for Release Management, Configuration Management, Incident Management,
Problem Management and Service Level Management.
· Developed the CMDB meta-model, including the
mapping from business process to application system to infrastructure component,
based on the layers in the Zachman Framework.
· Provided the planning and strategy of IT
Infrastructure Library (ITIL), Control Objectives for Information and related
Technology (COBIT) and IT Service Management (ITSM) best practices within IT
Operations.
DISH
NETWORK (formerly ECHOSTAR) Englewood , Colorado
Infrastructure Change Manager 12/05-1/08
Led the design, build and implementation of an
ITIL-based, SOX/PCI compliant, Infrastructure Change Management process; HP OpenView
Service Desk Change Module; and integration of reporting through Business
Objects XI. Managed the project from the
initial scoping through the implementation and project review, which included;
conducting gap analysis; developing policies, processes, and procedures;
defining roles and responsibilities; assessing critical cultural
considerations; creating an awareness campaign; conducting process
workshops/training; determining key performance indicators and conducting the
post implementation audit.
Managed all infrastructure changes through a
formalized process of documentation, assessment, approval/scheduling,
implementation, and review to ensure the IT Infrastructure remained aligned to
business requirements with minimal risk to the live environment. Monitored Requests for Change (RFC), chaired
the Change Advisory Board (CAB) meetings, conducted post-implementation reviews
(PIR), and published the Forward Schedule of Change (FSC). Ensured the change management process was
fit-for-purpose, effective, efficient, and supported service delivery according
to customer requirements.
- Successfully implemented an
ITIL- and COBIT-based, SOX/PCI compliant Infrastructure Change Management
process that ensured standardized methods, processes and procedures wee
used for all IT changes implemented throughout the organization’s presence
in the
- Due to the success of the
project I was awarded the IT Achievement Award by the CIO, but more
importantly the Infrastructure Change Management process passed SOX and
PCI audits for the first time.
- Assisted the Configuration
Manager in the planning and identification of Configuration Items (CI),
including attributes of CIs and relationships to other CIs, which were contained
within the HP OpenView CMDB. The
discovery and population of the CMDB was accomplished using automated
discovery tools, such as HP Network Node Manager, and manual audits.
EHIGHEREDUCATION.COM New York , New
York
Course Developer/Quality Assurance
Analyst 10/03-11/05
Designed, developed, and deployed
e-learning solutions using advanced tools and applications. Created content and applied e-learning
design/graphic principles. Resolved any
multimedia or technical issues, communicated these issues, and documented the
process for resolution. Developed and
executed test plans to validate functionality.
Tested content, navigation, and functionality; evaluated results against
expectations; and communicated results and recommendations for improvement.
- Delivered self-paced online
courses focusing on quality principles and tools for Alcoa Quality
Institute (AQI). Based on the value
of the courses, they were made available to the broader quality
community-at-large.
ANALYSTS
INTERNATIONAL Denver , Colorado
Process
Analyst 3/01-12/02
Analyzed, developed, and optimized
processes, metrics and work instructions to meet performance and measurement
goals. Interfaced with various business
units to identify existing process gaps and implement proposed resolutions. Responsible for projects to establish and
maintain quality standards of existing business processes. Documented current processes and identified
their strengths and weaknesses.
Collected and analyzed process data utilizing a variety of Six Sigma
tools. Initiated and developed business
practices and procedures that focused on on-time delivery, enhanced
productivity, reduced costs; and presented the process analysis and
recommendations to senior management.
- At a Fortune 200
Telecommunications Company, identified a gap in the customer win-back
process which led to incorrect routing when customers responded to the
script with a particular response and a delay in restoring the
relationship. Addressing and
correcting the process gap led to an increase in customer retention.
- Implemented an online Customer
Win-Back Process and Procedures Manual to be used for call center
training, management reference, and stakeholder reference.
SUNGARD
(formerly INFLOW, INC.) Denver , Colorado
Project
Coordinator, Software Development 9/00-2/01
Managed service/support relationship
between software development and various customer groups, including product
development, marketing, sales, and operations.
Collaborated with users to define and develop technical
requirements/specifications. Provided
status reports to management; identifying current project phase, deliverables
to date, upcoming deliverables, roadblocks and outstanding issues, and
completion dates. Ensured current and
accurate system documentation, coordinated testing of system modifications, and
provided system training, educational tools and materials.
- Coordinated the implementation
of the Onyx CRM tool, which allowed the company to capture and centralize
information from all customer interactions to create a single,
comprehensive view of the customers.
- Coordinated maintenance and new
feature releases for the FlowTrack Customer Portal, a data center
management software suite that automates the delivery of complex hosting
services from a centralized
JATO
COMMUNICATIONS Denver , Colorado
Project
Manager, Program Management Office, Network Engineering 6/99-9/00
Applied project and program management
tools, techniques, and best practices from the PMBOK; and managed the triple
constraints of time, cost, and quality; to ensure the successful completion of
project goals and objectives. Identified
and documented project roles, responsibilities and reporting
relationships. Recognized and addressed
the barriers to PMO acceptance and effectiveness. Ensured generation, collection,
dissemination, storage of project information was timely and appropriate. Maintained master schedule for each major
project; providing early visibility to schedule/key milestones that were at
risk. Researched potential tools to
enhance efficiency and effectiveness for program office.
- Implemented a fully functional
Project Management Office (PMO) complete with processes, tools, and
templates tailored to the company’s culture, structure and specific
project management needs.
- Incorporated tools to assist
with capturing best practices, implementing continuous improvement
measures and creating a roadmap for project management excellence; all of
which facilitated the development and build-out of over 500 collocations
in a nationwide DSL network.
EDUCATION
METROPOLITAN
STATE COLLEGE OF DENVER , Denver , Colorado
B.S., Computer Information Systems, Fall
2011
M.B.A., Business Process Engineering, 1997
UNIVERSITY
OF COLORADO-DENVER, Denver ,
Colorado
B.A., Organizational Psychology and Management, 1996
AFFILIATIONS
Project
Management Institute, 2001-2009
American
Society for Quality, 2007-2009
IT
Service Management Professionals Association, 2009-2009
CERTIFICATION
ASQ
Certified Six Sigma Green Belt
ITIL V3 Manager Bridge
ITIL V2 Practitioner’s
Certificate in IT Service Management – Support & Restore (IPSR); Release
& Control (IPRC); and Agree & Define (IPAD)
ITIL V2
Foundation Certificate in IT Service Management
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