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James Carte
33211
110th RET RE. * Semans Valley, Ta. 57041
* (321) 157-8711 *
carte562@gmail.com
 |
Summary of Qualifications
Ø Ten years of experience leading and managing technology teams
Ø Demonstrated successful management of development and deployment of
multiple Service Support processes
Ø Superior skills in managing multiple projects simultaneously,
team/relationship building, working under pressure, and communicating ideas
clearly and effectively
Ø ITIL Practitioner certification
Career History and Experience
11/2010 – Present Applied
Discovery Inc.
Position Change
Manager & OTRS Administrator
Accomplishments;
·
Successfully
deployed OTRS (Open-source Ticket Response System) to ADI technology teams.
·
Created
all materials and conducted OTRS training for IT, Development, Customer Support
and PMO teams.
·
Responsible
for re-engineering and documenting IT processes to include OTRS tool references
and ITIL concepts.
·
Perform
Change Manager duties for all ADI production hardware and software deployments.
·
Member
of management team responsible for the SAN replacement project (USP migrating
to VSP).
8/2010 – 11/2010 T-Mobile Inc.
(Consultant-TEK Systems)
Position Team
Lead Service Asset & Configuration Management
Accomplishments;
·
Responsible
for documenting and maintaining the service catalog for Configuration
Management.
·
Subject
Matter Expert for T-Mobile’s deployment of the BMC ITSM 7.6 suite.
·
Responsible
for process design and documentation for interfaces with the Configuration
Management tools and team.
10/2005 – 7/2010 Expedia Inc.
Position
7/2006-7/2010 Manager
GCS Change & Configuration Management
Accomplishments;
·
Change
and Configuration Management process design, deployment and sustainment for
Expedia Inc.
·
Matured
the Change process from 30 changes per month to over 800 monthly changes.
·
Created
and distributed metrics supporting the Change and Configuration Management
processes.
·
Trained
and supported over 600 users in the Change and Configuration Management
Processes and in the use of the Remedy ITSM tool.
·
Responsible
for Remedy Change and Configuration Management modules, prioritizing tool
enhancements, business requirement creation, testing , user training and tier 1
and 2 support.
·
Meeting
Chair for the Governance Board Technology meeting and five Change Advisory
Boards weekly.
·
Managed
project team responsible for deploying Business Objects and related
dashboards/metrics to Expedia IT teams.
·
Certified
processes for PCI (Payment Card Industry), SOX and all related
security/penetration testing.
Position 10/2005
– 7/2006 Program
Manager Ecom Ops PM Release Management
·
Developed
implementation plan for major release events for the IT department.
·
Identified
risks, process improvements and ensured communication of release status to
operational teams.
·
Project
Manager for Egencia feature sets requiring Operational Support.
10/1998 – 10/2005 AT&T/Cingular
Wireless
Position Process
Engineer IT MAP
Accomplishments;
·
Conducted
Six Sigma/DMAIC analysis on IT Operations including, testing procedures, Change
Management, Incident management and Release Management processes.
·
Optimized
process throughput while maintaining the highest levels of quality.
·
Managed
the off-shore development for an in-house Release Management tool.
Position 2/2000
– 8/2004 Manager
IT Change Management Process & Tools
Accomplishments;
·
Developed
business requirements, acceptance testing, process engineering, user training
and related documentation in support of the Change and Problem Management
Teams.
·
Managed
and administered tier 1 support of the Remedy Change Management application.
·
Creation
ITSM metrics utilizing the Crystal Enterprise reporting platform.
Position 10/1998
– 2/2000 IT
Change Manager
Accomplishments;
·
Team
Lead and primary contributor in supporting the Change Management process for
AT&T Wireless.
·
Organized
and chaired the Change Advisory Board.
6/1997 – 10/1998 The Boeing Company
Position Program
Planning & Control
Accomplishments;
·
Project
Planner on a number of Defense and Space engineering projects including the
Joint Strike Fighter, AWACS and Airborne Laser focusing on applying Earned
Value principles.
·
Estimated
the cost and level of effort required to complete key milestones in the
project.
·
Tracked
and reported project status against milestones.
Education
University
of Idaho - Moscow, Idaho
BS Business - Financial Management
Training Certifications
·
ITIL Practitioners Certification – 2007
·
ITIL Foundations Certification – 2001
·
Six Sigma – Greenbelt program with Cingular Wireless
and Expedia Inc. – 2005
·
Remedy Products Design and Administration – 2001
·
AT&T Management Training – 2000
·
Expedia Inc. Management Training - 2007
·
Crystal Reports Design – 1999
Technical Skills
Professional
|
|
HTML/Java Scripting/Perl Scripting
|
Crystal Reports XI / Business Objects 11
|
Open office
|
BMC Remedy ITSM Suite v7.0-7.6
|
Microsoft SQL 2000/2005
|
Microsoft Sharepoint Services
|
Tealeaf Technology
|
Microsoft Office 2007
|
Omniture Site Catalyst
|
Microsoft PowerPoint
|
LINUX Ubuntu/CentOS
|
MS Project
|
Sparx Enterprise Architect
|
Microsoft Visio 97/2000/2003
|
MySQL
|
Windows XP/Windows 7
|
YAWL BPMS
|
MS Excel 2007
|
MS OneNote
|
|
Business Objects Universe Design
|
|
BIRT Reporting
|
|
OTRS Administration/Customization
|
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